Louy Magroos handmade jewellery FAQs

Louy Magroos Jewellery FAQs

ABOUT MY JEWELLERY

What is it made from?
All jewellery from Louy Magroos is handmade using the finest materials. I use sterling silver and various shades and grades of gold. Where required the metal will be hallmarked alongside my unique makers mark for you guarantee.
Is your jewellery ok for sensitive skin?
All the gold and silver alloys used are nickel free so suitable for sensitive skin.
How do I clean my jewellery?
Your jewellery will arrive with a jewellery care card, and a polishing cloth. Silver and Gold are natural materials that over time will tarnish and dull, this is because it is reacting to the environment and chemicals in the air and on our skin. It does not mean your jewellery is faulty, it just means it needs a little clean and to be stored correctly. Click here to read more about jewellery care.
What is the black colouring on some of your designs?
I like to add deliberate contrasts of black in a lot of my designs, this is done through a process called oxidisation. A patina is applied to the surface of the metal causing a chemical reaction which leaves a layer of oxide on the surface of the metal.
What does the hallmark mean?
My jewellery is hallmarked within the current legal requirements at Birmingham’s assay office. A hallmark is used in the UK to identify the finesse of a metal and is a mark of guarantee to protect customers. Alongside the hallmark you will see my unique makers mark which is traceable to me as the piece’s maker.
Can it be personalised?
Many of my designs can be personalised, the product descriptions will tell you all you need to know about personalisation for the individual design, if you see a piece you like which is not personalised you can always contact me to see if it is possible. If the item can be personalised or sized then the individual product page will have details and spaces to enter your details when ordering.

 

ORDERING

What payment methods do you accept?
I accept credit and debit car payment via 'Shopify payments' and also PayPal, it safe and secure for both me and you. I do not accept cheque or BACs payments.
How do I order?
All orders can be placed online, if you wish to discuss your order before purchase then please contact me. If the item can be personalised or sized then the individual product page will have details and spaces to enter your details when ordering.
How long will it take?
Delivery times vary depending on whether the item is made to order or in stock and ready to post, it also depends on your location. The delivery time is detailed on each product page and also clarified during checkout. This depend on the item and the time of year, at peak times such as Christmas, Valentines and Fathers/Mothers day things can take a little longer, this will always be communicated if applicable. I always aim to have non-personalised and non-made to order items dispatched within 1-2 working days. Personalised and made to order have a longer turn around, but please do get in touch if you need things sooner, I will always do my best to help where I can. Express delivery is available on most items, this is also detailed on the individual product pages.
Can it be personalised?
Many of my designs can be personalised, the product descriptions will tell you all you need to know about personalisation for the individual design, if you see a piece you like which is not personalised you can always contact me to see if it is possible. If the item can be personalised or sized then the individual product page will have details and spaces to enter your details when ordering.
How do I know what size to order?
I understand that buying jewellery online is difficult to size which is why I have some handy guides to help you.
Will you resize if needed?
Yes, I will offer an initial resize free of charge, however after 6 months or for additional resizes there is a small charge. Please get in touch if you would like to discuss this or reply via your order.
Do you take commissions?
Yes! Please do get in touch if you have a special request or idea you wish to discuss. Commissions take a little longer depending on the job and time of year, so please get in touch sooner rather than later.
Do you offer gift wrap?
Yes, if you are sending direct to a recipient or you require your item to be delivered gift wrapped them please get in touch via your order confirmation and I will do my best to accommodate.
Do you offer bulk discount?
I always ensure I offer a fair price to all my customers which means there is little scope for discounts and sales, however if you are buying more than 4 items please get in touch to discuss your order and any possible discounts.
Can I get a VAT refund?
Louy Magroos is not VAT registered so VAT refunds are not available.
What is your returns policy?
Louy Magroos returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned:

- Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by Louy Magroos to all customers), is personalised or otherwise can't be resold due to a bespoke element.

- Creative pieces that are specially commissioned when you place an order.

To avoid disappointment, please contact me to check whether an item is cancellable or non-cancellable before ordering.

Full returns policy is here

 

DELIVERY

How is delivery made?

I usually use Royal Mail for delivery, depending on the value and size of your order. Orders over a certain value, or if express delivery is required, I will use Special delivery. Special deliveries will require a signature on delivery.

In some cases, I will use a courier, this is usually discussed with you prior to dispatch and full tracking is given. You will find detailed delivery lead times on each product page, and this will be clarified during checkout.

How long will it take?
Delivery times vary depending on whether the item is made to order or in stock and ready to post, it also depends on your location. The delivery time is detailed on each product page and also clarified during checkout. This depend on the item and the time of year, at peak times such as Christmas, Valentines and Fathers/Mothers day things can take a little longer, this will always be communicated if applicable. I always aim to have non-personalised and non-made to order items dispatched within 1-2 working days. Personalised and made to order have a longer turn around, but please do get in touch if you need things sooner, I will always do my best to help where I can. Express delivery is available on most items, this is also detailed on the individual product pages.
Do you ship overseas?

Yes I am very happy to ship overseas, for most countries there is flat rate delivery charge. The customer is responsible for any duty fees applied by your country upon delivery.

Will I pay duty on my order?

Possibly, for overseas orders it will depend on the country and the value of your order. The customer is responsible for any duty fees applied by your country upon delivery.

AFTERCARE

I’ve lost one of a pair, can I order a replacement?

Yes, no problem! Please just get in touch and we can discuss this. Price will depend on the product and I may need you to return the original so I can make sure the replacement is a good match.

Do you do repairs?

Yes! If you have an accident or need a piece repairing, then get in touch to find out more. Some pieces may be beyond repair, but I will be able to advise on this via email.

How do I clean my jewellery?

Your jewellery will arrive with a jewellery care card, and a polishing cloth. Silver and Gold are natural materials that over time will tarnish and dull, this is because it is reacting to the environment and chemicals in the air and on our skin. It does not mean your jewellery is faulty, it just means it needs a
little clean and to be stored correctly. Click here to read more about jewellery care.

Will you resize if needed?

Yes, I will offer an initial resize free of charge, however after 6 months or for additional resizes there is a small charge. Please get in touch if you would like to discuss this or reply via your order.