FAQ's
Categories
Orders
We aim to dispatch your order as soon as possible, usually between 1 to 2 working days of receiving it, except personalised necklaces which can take up to 5 working days to be made before dispatch.
We accept all major credit and debit cards, PayPal, Apple Pay, Google Pay and Pay Later with Klarna.
We are unable to make changes to your order after you have placed it. Please therefore make sure you are happy with your choice before you click 'Complete Order'!
Unfortunately, we can only process returns on products purchased under a 3 for 2 offer if all 3 products are returned to us. The wanted items can then be repurchased at full price.
We recommend that you track your parcel using the tracking number received in your shipment email to follow it on its journey to you. We usually recommend to allow 3-5 working days for UK Standard delivery.
The International delivery timeframe will depend on which country you are ordering from, and whether you selected the Express or Standard tracked service option. Please follow the tracking link from your shipment email for any journey updates. Please note that it can take 2 - 3 business days after dispatch for the tracking to be activated.
We are able to offer a refund or exchange on purchases within 28 days of purchase, as long as the item is unworn and in its original condition and jewellery box. (Please note that we are unable to accept the return of any personalised items).
When choosing an exchange, we can either exchange for another piece(s) that you have your eye on, or arrange a gift voucher credit if you would prefer. We will also arrange for any difference in price when we receive the original products back with us.
If you select a refund, we will process your refund within 10 working days.
If you have a discount code to use, you can enter this at the checkout stage.
Discount codes are proportionally applied to all the products in your order. Therefore if you order multiple items and return only one, the refund amount will reflect this proportional amount.
Pre-orders
Pre-Order allows you to purchase and secure a product that is currently in production and will be dispatched to you by a specific date stated on the product page.
Please be aware that you will be charged for your pre-order product at the time of purchase, rather than the dispatch date. If you want to delay paying for your order, you can choose to checkout with Klarna which allows you to pay within 30 days of placing the order.
Yes, if you purchase a pre-order item along with other in-stock items, we will dispatch the rest of your order as usual and your pre-order will be to follow by the stated dispatch date.
No, only a select number of products are available for pre-order. We are unable to open up any other requested items for pre-order. Please use the 'email when back in stock' for those items to be the first to know when they're available to buy!
Each pre-order item will have a clear dispatch from date shown on the product page which will then be mirrored on your confirmation email too for your reference. Please note that this is the dispatch from date, so you will need to also allow for the delivery time-frame as stated at checkout and on our delivery page. This dispatch date is non-negotiable and we will not be able to prioritise your order any sooner. If however we get any returns on an item that someone is waiting for in a pre-order, we will fulfil the earliest pre-order placed. Overseas customers that place an order for multiple pre-order items should expect these to be grouped together and sent on the latest despatch date.
As long as your pre-order has not already been dispatched, you may cancel or amend your pre-order if you have changed your mind. If the order has already been dispatched however you will be required to follow the usual returns policy.
Our returns policy is no different for pre-ordered items. All orders are required to be returned within 28 days of receipt (when you have received the items). For more information please read our returns policy.
Yes, there will always be a limited number available for pre-order as we need to ensure that our production will be able to make the items within the expected dispatch from date. Many of our pre-order items are also limited edition pieces so we will never sell more than that number on pre-orders either.
Shipping
Don’t worry, Royal Mail should have left a card telling you how to collect your parcel or re-arrange a delivery.
If you miss the timeframe in which you have been instructed to collect your parcel, it might have been returned to sender. It can take up to 4 weeks for an international return to reach our Customer Care team. Once it has been received, we will notify you by telephone and email to organise a redelivery - you will need to pay for additional postage costs. If the team is unsuccessful in reaching you and/or you don't respond within 7 days, you will be issued with an automatic refund (excluding postage costs), of which you will be notified via email.
Customers
For security purposes, customers are unable to edit their own name or email address within customer accounts. To change these details, please contact customer care.
We really value our customers and your experience with us. We always welcome your comments to help us improve our service, so please drop us a line to let us know how we are doing on care@tattydevine.com.
Please visit our 'Rewards' page found in the main navigation of our website.
Here you'll find out if you're already registered, how to log in and more FAQ's specifically about the Rewards programme.
Jewellery Care
Keep your jewellery safe in its original box or store in an alternative cool, dry place. As tempting as it will be to wear your jewellery 24/7, make sure to remove before bed as our jewellery is fragile and may get damaged.
Keep water, perfume, sprays and lotions away from your jewellery as moisture can discolour metal parts. So no jumping in the bath with your Lobster Necklace on (unless you're being paid to by us of course!)!
Use a soft cloth to clean your jewellery (your sunglasses cloth is perfect for the job). This will help to remove any fingerprints, dust and keep your jewellery looking as good as new.
If you've broken a prized Tatty Devine piece of jewellery, don't panic - we may be able to help!
Contact our care team on care@tattydevine.com and we will do our best to assist. Psssttt! Including an image of your broken piece will allow us to come back atcha with a speedier resolution!
For more information, visit our Care and Repairs page.
All Tatty Devine purchases are protected from faults and breakages within 3 months of purchasing. This excludes wear and tear.
All our standard chains are made from a coated base metal which is nickel-free and conforms to UK REACH regulations.
Our gold chain is an improved high quality chain, made up of steel chain, brass clasps and plectrums, copper plated jump-rings which are all plated in real gold.
Our silver chain is non-precious bright silver chain made up from brass chain, zinc clasp, brass plectrum and steel jump rings, all plated in real silver.
Name Necklace
Name Necklaces ordered online take up to 3 working days to be made and posted to you.
Need it ASAP? Order your necklace before 1 pm and add Next Working Day Delivery at the checkout and we’ll laser cut and post your order the same day. Only available for UK orders.
Occasionally lead times might appear longer at checkout - usually during busy periods and promotional offers so please double check at the checkout where there will always be an accurate time-frame for delivery.
We’ve worked hard to make our online Name Necklace generator as accurate as possible, but just so you know, some names or words may differ slightly to the preview shown.
The letters for our Standard size Name Necklace measure between 1-2cm in height. The Make it Big size letters measure between 2-3cm. Both are dependant on the font style chosen - for accurate measurements, feel free to email our lovely care team. The length of the Name plate will vary depending on the word you choose.
Gift Vouchers
Good question! The e-Gift Cards exist entirely on the internet and arrive via email to the email address entered at checkout. The Gift Vouchers are physical and arrive via the post to the postal shipping address entered at checkout.
The free shipping offer is only available for Gift Vouchers. E-Gift Cards are not sent through the post and therefore do not qualify towards the offer.
Sorry! Our e-gift cards and gift vouchers are only valid on www.tattydevine.com and will not be applicable to our T-shirts and Jumpers for sale on www.tattydevinetees.com.
Clothing
Unfortunately you are unable to order both jewellery and clothing in the same online checkout as all Tatty Devine clothing is made to order and dispatched by Teemill.
If you have a question about your Tatty Devine Tees clothing order, you will need to contact Teemill directly as they hold all of the information on your order, shipment and return. Their customer care team can be reached on hello@teemill.com.
International Pricing and Delivery
No, all your import duties and tax costs are included in the price you pay at the checkout, this prevents any surprises on your orders entry to your country, as well as saving time as it makes its way through customs.
No, when changing your country to either of the Channel Islands or Isle of Man your order will automatically no longer include UK tax so that's one less thing to worry about!
Yes, if you scroll to the bottom of our website you will be able to switch to our own currency. What's more is you can also pay for your order using local and alternative payment methods when at checkout.
Yes, for most countries we offer an express delivery service, you will need to proceed to checkout to see the estimated delivery time for your specific country.