Frequently Asked Questions
How do I know my ring size?
You can refer to our Ring Size Guide or request a complimentary ring sizer to ensure you select the perfect fit.
What if my Penelope Broadway item doesn’t fit?
For rings we offer one complimentary resizing, 3 sizes either side of the size ordered, within 30 days of delivery. If additional resizing is required, fees may apply depending on the complexity of the piece. Please note that some designs may not be resizable due to their unique nature. We recommend sizing your ring before ordering.
What is your return/exchange policy?
Due to the personalized nature of bespoke and made-to-order jewellery a store credit note will be issued for unwanted items. Each item is crafted specifically for you, making it unique and non-resellable. Please refer to our returns policy for more information.
What if my item arrives damaged or defective?
If your bespoke or made-to-order item arrives damaged or has a manufacturing defect, please contact us within 48 hours of receiving it. We will arrange for a repair, replacement, or refund in accordance with our quality guarantee.
Are our diamonds real?
We offer lab-grown diamonds, which are chemically and physically identical to mined diamonds but are created in a controlled environment, offering an ethical and sustainable alternative.
How long does it take to receive my order?
Since all of our jewellery is made to order, production typically takes 3-4 weeks, and shipping depends on your location. We will send you updates throughout the process.
Do you offer free shipping?
Yes, we offer free insured UK shipping on all orders. Expedited shipping options are available at checkout.
Do you provide international shipping?
Yes, we ship worldwide. Shipping fees and delivery times vary by destination and will be calculated at checkout.
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, and Android Pay. All transactions are secure and encrypted.
Do you offer financing or payment plans?
Yes, we partner with PayPal to offer installment plans, allowing you to spread the cost of your purchase over time.
Do you offer gift wrapping or personalized notes?
Yes, all of our pieces come in elegant packaging, and you can add a personalized message at checkout for the perfect gift.
Do you offer engraving?
Yes, we offer complimentary engraving on select pieces. You can add your personalized message during the ordering process.
Do your products come with a warranty?
Yes, all of our jewellery comes with a 24 month warranty. Please refer to our warranty policy for more details.