Skip to content

FAQ's

Categories chevron-down

Can't find what you're looking for? Contact us and our customer service team will be happy to help.

Orders

When will my order be dispatched?
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.
How can I pay for my order?
We accept all major credit and debit cards, PayPal, Apple Pay, Google Pay and Pay Later with Klarna.
Can I change my order after placing it online?
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'!
I took advantage of a 3 for 2 offer but I want to return one item!
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.
My order's on its way but I haven't received it yet.
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.

Pre-orders

What is a pre-order?
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.
When will I be charged for my pre-ordered items?
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.
Can I combine my pre-ordered purchase with other items?
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.
Are all products available for pre-order?
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!
When will I receive my pre-order?
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.
Can I cancel or amend my pre-order?
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.
What is the Returns Policy for pre-ordered items?
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.
Is there a limited number available for pre-order?
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

I missed my delivery
Don’t worry, Royal Mail should have left a card telling you how to collect your parcel or re-arrange a delivery.
My order has been returned to sender
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

Can I edit my name or email address in my account?
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.
Where can I give customer feedback?
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.

Jewellery Care

How do I store my jewellery?
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.
How do I reduce wear and tear?
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!)!
How do I clean my jewellery?
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.
Do you offer a repair service?
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.
The Tatty Devine Guarantee
All Tatty Devine purchases are protected from faults and breakages within 3 months of purchasing. This excludes wear and tear.

Name Necklace

How long will my name necklace take to be made?
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.
Will my Name Necklace look exactly like the online preview?
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.

Gift Vouchers

What's the difference between our E-Gift Cards and our 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.
Will the Gift Vouchers contribute towards the Free UK Shipping I get for orders over £60?
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.
Can I use my Gift Voucher on tour Tatty Devine Tees & Jumpers Store?
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

Can I place an order for jewellery and clothing at the same time?
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.
I have a question about my Tatty Devine Clothing order or return.
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

Will I need to pay duties and taxes when my order arrives?
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.
I am based in Guernsey/Isle of Man/Jersey, do you charge UK tax?
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!
Can I view pricing and buy in my local currency?
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.
Do you offer express International Delivery?
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.