FAQ

Are all items made from pure silver or gold?

Pure silver and gold is usually too soft for jewellery, prone to scratching and wear. It is therefore alloyed (mixed with other metals) to improve its durability, and make the gold more affordable and also makes different colour combinations possible. Sterling silver is the world’s most popular silver alloy. Our jewellery is made from 925 sterling silver, uses 14k yellow or rose gold plating and coating on select 925 sterling silver pieces giving them an attractive finish.

What is 925 sterling silver?

To make silver durable enough for use in jewellery, pure silver, which has a .999 (99.9%) purity, is often alloyed with small quantities of copper (7.5%). The copper is added to strengthen the silver, and the resulting product is referred to as .925 sterling silver (92.5%).

What shipping methods do you offer?

Shipping methods and Estimated delivery dates of Discount Express and Standard Shipping are provided under the delivery options and before the checkout. Shipping methods/times may differ depending on your shipping address.

Are there any customs fees?

You will not be charged any customs fees by selecting our flat mail rate. However, by choosing express shipping, you may be charged customs fees due to strict customs inspections. Please note: We will only pay for the customs fees generated by flat mail. If you select express shipping, you may be charged for any customs fees.

Do you ship worldwide?

Yes! If your country is not listed, please feel free to contact us. Please note that we are not responsible for any local taxes or customs fees that might be imposed by your country.

Return & Cancellation Policy

Here at A Touch Of You, we strive to make every piece of personalised jewellery as precious and beautiful as the moment it commemorates. If your item has arrived damaged or has an error, please let us know immediately, A Touch Of You will arrange for replacement and cover the return postage. To get in touch with us concerning a return or cancellation, please contact our customer service through live chat or email payments@gosocialmarketing.co.uk.

RETURN POLICY

New and unworn items can be returned to A Touch Of You  within 60 days of purchase. Please note that because all our personalised items are one-of-a-kind, those returns will incur a 50 percent restocking fee. Customer should be in charge of both return and replacement postage fees.

CANCELLATION POLICY

The jewellery creation process starts very shortly as we are working to deliver your order ASAP, so that all cancellations requests after ordering may be subject to a 50 percent restocking fee.
A Touch Of You reserves the right to make any amendments to this policy at any time. Notifications of any changes will be published here. If you have any inquiries regarding this or any of our other policies, please Contact our Customer Service.

What is your refund policy?

Refunds are processed within 24-48 hours after you received confirmation of the cancellation. The amount of time it takes for the refund to reach your credit card or PayPal account depends on the policies of these institutions.

Was my order shipped when I received my payment confirmation email?

If you received the payment confirmation email, your payment was successful. Your order is being processed and is awaiting for pickup. If your shipment is delayed unexpectedly for some reason, you will receive a notification via email.

How long will delivery take?

For each delivery, processing time and shipping time are included:
- Processing Time: The time it takes to prepare your item(s) to ship from our factory. Personalised name necklaces and charms are custom manufactured and ship from our factory in 1-5 business days from the order date. Estimated processing dates are provided for each item on the item page. You'll receive a tracking number by email automatically once it is sent out.

- Shipping Time: The time for your item(s) to travel from our factory to your destination. Shipping estimates are from day of shipping not from the order submission date. While we make every effort to ship your order to you within the estimated time frames, we cannot guarantee every delivery within these estimated times, because these handcrafted Personalised Jewellery go through a thorough Quality Control process, and in case of yours fails to pass, it has to be remade. We know not being able to give this special gift to you is a terrible thing, but it's even worse to give you something less than perfect.

Customers are responsible for lost orders due to incorrect shipping information. The specific delivery time will depend on the shipment method you chose.