Frequently Asked Questions

Each piece of jewellery at Polyanna has a detailed description about length, measurements, extenders etc. The ring sizer will helping you to visualise the actual ring on the finger.

However, the more details are displayed on a chart at http://www.ringsizes.co/

If you look after your jewellery in a sensible manner, it will continue to look beautiful for years to come. We recommend silver polishing cloths manufactured by trusted companies, such as Connoisseurs. Unfortunately, silver does tarnish and a quick rub with a silver cloth will help prevent this.

Whilst all Polyanna pieces come in our signature packaging, these are for gift-giving purposes only, and NOT FOR STORING your jewellery. We recommend storing unworn jewellery inside an airtight bag in your jewellery box to minimise tarnishing, which can occur when it comes into contact with natural elements. Airtight containers are preferable when storing your jewellery.

Our 'Care Card' will be send out to help you look after your jewellery.

Polyanna jewellery are handcrafted from 925 sterling silver. As per British regulations, items over a certain weight will be tested for purity and Hallmarked accordingly by the Birmingham Assay Office.

Our gold and rose gold items are sterling silver with 14k gold plating. The 'black colour' in jewellery was achieved by oxidising the sterling silver. The same care applies to oxidised jewellery as it does to plated pieces. All above are permanent colours to silver, but not indestructible. Polyanna would not see fading or wear off colour as valid reason for return. Please do refer to the more detailed info at:

https://www.callagold.com/education/how-to-care-for-your-gold-plated-jewelry/

Silver is tarnished by sulphur-containing materials, particularly hydrogen sulphide (H2S). Tarnishing is accelerated in a humid environment. Oily salts from our fingers may, if not removed, show up as corrosion patterns that may have to be professionally removed. Silver that is worn and then gently washed and dried immediately will seldom require tarnish removal.

Keep your jewellery clean – with silver, gold and platinum jewellery you can also use a soft toothbrush, lukewarm water and some washing up liquid to take away any residues of, for example, hand cream, soap or every-day dirt (more details below).

Our 'Care Card' will be included within packaging to help you look after your jewellery.

• Undelivered items

If your order is returned to us due to an incorrect delivery address being given at checkout, or because the parcel was not called for if it could not be delivered to you, we will need to charge for re-delivery, and will contact you when we receive the parcel back. Please note in some cases it can take up to 1-2 months for parcels to be returned to us.

• Lost/damage items

In the unfortunate event that your order arrives damaged, please contact us.
If your parcel looks like it is damaged, or has been tampered with, we recommend you refuse delivery. The parcel should then automatically be returned to us.
You'll receive a refund/replacement only if the insured shipping was purchased at checkout. "Free shipping" not qualified

As mentioned I'm happy for you to return the jewellery within time specified above. You as a buyer are responsible to pay postage costs and these are non refundable. 
If you are returning item from outside the UK, please note that the parcel should be marked as "RETURN" on declaration. If I'll receive a parcel with a charge to be paid, I shall recover this by deducting this amount from your original payment while making a refund. Please refer to RETURN POLICY REFUND POLICY to find more information. 

Refunds

If for whatever reason you are unhappy with your purchase and would like a  refund under our Money Back Guarantee, you must notify us within 14 days of receipt of the goods. Please refer to REFUND POLICY to find more information.