Orders & Shipping

• Can I change or cancel my order?

Changed your mind? We get it - that happens. If you would like to cancel, update or make any changes to your order, including your shipping address, please email us at hello@isleofher.com within two hours of placing the order and we will do our best to address this.

• How long will it take my order to ship?

We aim to send all orders out on the same day if placed before 12pm with Next Day Delivery in the UK. All other orders will be shipped the following working day.  

For standard shipping, if we are experiencing a busy period, it may take an extra day or two to process your order and ship it out. 

• How much is shipping?

Standard shipping is free for UK and Europe. All items are shipped using Special Next Day Delivery in the UK and are tracked and insured.

• Can I track my order? 

Absolutely. You will receive an email with a tracking number once your order is shipped. Note that all orders require a signature at delivery.

• When will I get my order if one of the items was Made-to-Order?

All Made-to-Order items are handmade just for you and shipped in 6-8 weeks. When you place your order, you will receive an email with an approximate shipping date. 

If you order multiple items and one of those is Made-to-Order, we will split the shipments and ship the items in stock to you straight away. If you would like us to hold on to your order and send it all together as soon as the Made-to-Order item arrives, please leave us a note in the text box at checkout or email us at hello@isleofher.com and we can get this sorted for you.

• What if my item is lost or damaged on the way?

We fully insure your order all the way to you, which means your shipment is safe while it’s being delivered. For added security, all orders require a signature at delivery and record the packaging of all orders on video before we hand this over to the carrier to ensure that we are able to identify any mistakes in packaging or theft that might occur while it is in transit.

• Gift Wrapping & Special Requests

All Isle of Her orders come gift wrapped at no additional cost to you because you deserve it and well, why not? If you do have any special requests (e.g. a personalised message) please add a comment in the text box at check out and we’ll do our best to make this as special for you as it is for us. 

• Where do you ship to?

As a small independent company, shipping is currently limited to UK and Europe and unfortunately, we are not able to offer international shipping. We are however, working very hard to offer international shipping and look forward to sharing this with you soon. 

• Can I track my order? 

Absolutely. You will receive an email with a tracking number once your order is shipped. Note that all orders require a signature at delivery.

• Do you make custom pieces?

Yes! We’re all about creating exclusive pieces for women. This includes customising one of our collection pieces on a Made-to-Order basis, or even creating a bespoke design for you based on your individual tastes and budget. There’s a diamond(s) out there for every woman and we’ve made it our mission to connect you to yours!

Bespoke Designs

• Can I order a bespoke design?

Yes! All you have to do to kick-start the process is fill in our Bespoke Order form here with a few details and we will get back to you in 24 hours with an approximate quote or an email to request for further information before we offer you a quote.

• What information will you need for a bespoke design? 

The Bespoke Order form captures most of the information we need to start with, but we highly recommend including as much information as possible in the specifications field. It’s also always helpful to let us know if you have a budget in mind at the start so we can recommend ways or designs that will get you the most value for your money.  

• What is the delivery timeline for a bespoke design? 

We aim to ship all bespoke designs within 4-6 weeks from the time of confirming the order. Estimated shipping date will be included in your confirmation email.

Returns & Exchanges

• What is your returns policy? 

Returns are free for customers based within the UK and Europe. At the moment, all other international customers will have to cover the cost of their returns.

We accept returns that are sent back to us within 30 days of your initial purchase. Items must be in their original condition and packaging.

Items not eligible for return are Sale, Bespoke or Made-to-Order pieces - unless they arrive damaged.

If you purchase a ring in the sale and it is the wrong size, we can facilitate an exchange for a Made-to-Order piece, or we will be able to issue you with store credit.

For full returns instructions, please see our Shipping & Returns page here or get in touch with us via our Live Chat option so we can help!

• Can I return earrings?

You can return earrings, as long as the item is in its original condition and packaging.

• What’s your exchange policy?

Our exchange policy is the same as our returns policy (see above).

• When will I receive my refund?

Once we have received your returned package, it will take 5-7 days to process the return and for the refund to be made. You can also sometimes expect to wait 2-3 days for the money to appear back in your account.

• Can I return a gift?

Yes you can return a gift if it falls within our return policy. All we need from you is the order number from the person that bought it for you, or their name or email address.

Payment Plans

• Do you offer any Payment Plans?

We do not currently offer any payment plans but are working to do so in the future to allow you to split the cost of your order over instalments. Sign up to our email list to be notified of when we do! 

Sizing

• How do I know what ring size I am?

There are a number of ring size guides online, however, we don’t recommend these. We’d suggest going into a local jewellery store to ensure you have the right size that sits comfortably on the finger you want to wear the ring, to avoid being disappointed. 

• If I order an item and it doesn’t fit, can I exchange it?

All items in our collections consist of ‘one of a kind’ pieces which means we only stock one piece in a standard size. 

You will however have the option to exchange your item for another in the collection or alternatively, exchange the item for one that is Made-to-Order just for you. 

All Made-to-Order pieces are shipped in approximately 4-6 weeks. When placing your order, select the ‘Made to Order’ option and include your size and any other details in the text box at checkout.

• How do I know where a necklace is going to sit?

Each product includes an image of it being worn by a model to give you a sense of how and where the necklace will sit. Email us at hello@isleofher.com or use our Live Chat option to get in touch if you have any further queries or would like to see more images of the item before you buy.

• How will I know if a bracelet will fit?

You can measure the circumference of your wrist using a soft tape measure or piece of string and line it up against a ruler. All of our bracelets are 6” with a 1” extension so it will fit anyone with a 6” -7” wrist.

Our Guarantee, Care & Materials

• What is the one year guarantee?

 We have a 2 year guarantee on all of our products. If anything happens to them, we will replace them for you.

• What does 18k Gold mean?

All our products are set in solid 18k gold which ensures high quality and that it doesn’t wear off easily.

• Will my jewellery damage over time?

All our products are set in solid 18k gold which ensures high quality and that it doesn’t damage or wear off easily. However, all items are delicate so must be cared for. Damage is more likely to happen if it is exposed to water, lotions, perfumes and other chemical products over time. Click here for our tips on how to care for your jewellery.

• Can I wear my jewellery in the shower?

All our products are set in solid 18k Gold so yes you can, however, we would advise against it as much as possible as this is more likely to lead to damage to the gold or diamonds.  

• How do I look after my jewellery?

 We recommend a delicate wipe of your jewellery using a polishing cloth from time to time to keep your jewellery looking fresh. Click here for our tips on how to care for and store your jewellery. 

• Where is your jewellery made and by who?

All our pieces are designed in our studio in London and made by a family run manufacturer in Mumbai with a 40 year legacy to its name and a contemporary design team to bring each of our pieces to life. 

 All our pieces are set in the highest quality materials using 18k Gold and only ethically sourced, conflict free diamonds.

India currently accounts for more than 90% of the global polished diamond manufacturing by value. Staying closer to the source of polished diamonds means we can keep our costs low and instead offer more women the opportunity to buy and afford diamond jewellery.

My Account

• How do I login to my account?

In the top right hand corner you will see an icon of a star and the words ‘Sign In’, if you click on this you will be prompted to enter your email address and password and you will gain access to your account. If you have not made an account yet, this is the same page where you can create a new account.

• Where do I find my store credit?

Your store credit is assigned to your account. You will need to be logged in for this store credit to be applied automatically to the total order amount at checkout.

 

Gifts

• I would like to buy a gift for someone, but would like some advice, can you help?

Of course we can! Get in touch with us at hello@isleofher.com and let us know what you are looking for and we will be able to advise you.

• Do you have gift cards?

Yes we do! All gift cards are offered as e-vouchers. If you have a special message you would like included in the email, just add it in the order notes, or email us at hello@isleofher.com and we will send one out to you, or the recipient.

• How do I redeem my gift card?

All gift cards will be issued a unique code that you will need to enter at checkout. Once you enter the code at checkout in the promo code box, the amount will automatically be deducted from your total.