(1) Online Shop 

What forms of payment do you accept?

We accept all major credit cards as well as direct PayPal express payments and gift cards.

Do I need a PayPal account to purchase from this store?

No, you are not required to have a PayPal account to purchase from this store. However, if you already have a PayPal account, you may use it as your payment method.

How secure is this store?

Extremely secure! You can sign up for an account where all your personal info is sealed tight, no one can see your credit card information but you. Alternatively you can check out with PayPal, one of the most trusted payment gateways in the world. PayPal uses the highest level of encryption and data security to ensure your details are protected. Paypal securely shares your order and delivery details with us, but does not share any of your sensitive payment information.

Do you offer wholesale pricing?

Yes. If you would like a wholesale account, please contact us and include your business details in your message.

 

(2) Shipping

How long will my order take to dispatch? 

Each piece is lovingly designed and carefully hand made in our Manchester studio. Because we offer a choice of stone and length for our costume goods, our goods can take a little while longer to make so we can ensure it perfectly matches your individual tastes.

Costume Jewellery 
  • 7 working days to dispatch (unless in ready to ship section)
Fine Jewellery
  • 1 - 2 weeks 

    Fine jewellery is completely made to specific measurements using precious metals and stones. 

    Due to the level of detail and work required to make fine jewellery, please allow 2 weeks to ship. These products are non returnable, if you are unsure of sizing please contact us. 

    Ready To Ship / Stocked Products
    • 1 - 2 days

     

    How long will delivery of my order take?

    Once your order is packed and marked as shipped, please allow 1 working day for the status of your parcel to update. The shipment times for individual services are listed below:

    UK

    Domestic orders can be shipped by either MyHermes or Royal Mail. All shipping times are estimated by the courier

      Royal Mail 1st Class Recorded
      • Tracked service 
      • 1-2 working days to deliver
      • Requires a signature upon delivery 
      • Insured for loss or damages up to £50.
      • Recommended for heavier orders with multiple products
      • £4.50
      Royal Mail 1st Class Recorded is free for all orders £60 +
      Royal Mail 2nd Class Recorded
      • Tracked service 
      • 3-5 working day delivery
      • Insured up to £25 
      • Suitable for orders containing one product (not recommended for stones or large fragile products)
      • £3.50
      International 
       
      Royal Mail Tracked International 
      • Tracked/Signed Service
      • Estimated 5 - 10 working day delivery 
      • Fastest & cheapest tracked service 
      • Insured for loss & damage up to £50
      • Subject to customs clearance delays & charges depending on location
      • Prices range between £6 - £12.50 depending on location
      Express Shipping
      • 24 - 72 hour delivery 
      • Available upon request
      • Tracked service
      • Insured service 
      • Prices based on weight & location 

      Royal Mail Tracked shipping is free for all orders £100+. Any import duties are the buyers responsibility.

       

      Can I track my order?

      Yes, you will receive a notification email once your item has been packed with your tracking information included. Please allow 1-2 days for the online status to update.

       

      What if I haven’t received my order?

      Please get in touch via the contact form if your item has not been received. If there has been a loss on behalf of the courier service, you will be refunded within 10 working days or we can send a replacement out upon request.  Please note that we cannot reimburse for non received packages if you have given incorrect shipping information or if you have failed to collect your parcel from a local depot in time.

       

      What are your Christmas cut off dates?

      As everything is hand made to order, our cut off date is December 5th. This allows us time to complete orders and ship just before the courier cut off dates. Orders should arrive anywhere up to a week before Christmas.
      If you live internationally, we recommend ordering a month before our cut off date as we will be experiencing high order volumes which can cause delays. This added to additional delays due to customs clearance may stop your order arriving in time for the big day. If you have ordered last minute, we offer express shipping which will take 48 hours to deliver as opposed to the usual estimated 5 - 10 working days and will avoid lengthy custom delays. 
      Any orders placed after our cut off date will be honoured January 1st and shipped first thing January 2nd.

      (3) Returns & Exchanges 

      What is your exchange / return policy?

      You have the right to cancel your order within 7 days of delivery and return for a refund. Please read the following information carefully. 

      This excludes:
      • Sale
      • Fine jewellery (which is tailor made)
      • Customised jewellery (custom stone or chain length)
      • Earrings (for hygiene purposes) 
      • Perishables / Beauty products 
      To Return:
      1.  You must contact us with your intention within 7 days of delivery. Any requests past this date will not be accepted. 
      2. Products must be returned within 14 days of delivery in good unworn condition with all original boxes, accessories, (free gifts if applicable) and shipping slip enclosed. 
      3. It is your responsibility to ensure all jewellery or products are secured within its protective packaging and properly packaged to avoid damage. Damaged returns which were not faulty will be refused.
      4. Return postage is the buyers responsibility and no postage costs will be reimbursed in refunds. It is the buyers responsibility to obtain proof of postage from the selected courier to ensure protection from damage or loss whilst in transit. 
      5. Refunds will be processed after inspection and an email will be sent to notify of acceptance. 
      6. Refunds will be processed within 14 days of return and will be sent back to the original payment method. 

      Faulty Products 

      If an item arrives damaged or faulty, we will replace or repair this product for free. All products come with a 6 month repair warranty*. 

      Please contact us at service@theserpentsclub.co.uk to report a faulty or damaged order.

      *subject to terms and conditions 

      Exchanges

      We accept exchanges for store credit or another product for up to 14 days after delivery. To exchange an order, please contact us with your request and follow the returns terms and conditions / instructions above. We only allow one exchange per order and will not refund or exchange exchanges. 

       

      (4) Care Instructions & Repairs

      How can I care for my jewellery?

      Most of the jewellery on this website is costume jewellery and should not be worn in water, bed or sprayed with perfume. Keep your jewellery in a safe place and in it’s protective packaging whilst not wearing to keep your piece in the best possible condition. To clean simply wipe with a dry microfiber cloth. For fine jewellery, these items can be cleaned in water and polished up with a clean dry cloth.

      How do i get my jewellery repaired?

      We offer a repair service for upto 6 months on all of our products. This includes chains, finishing and findings. Stone replacements cost additional. Please email us at service@theserpentsclub.co.uk for more information.

       

      (5) Differences in Crystals

      Photographs used on our jewellery product pages (excluding one of a kind products) are stock photos of set styles we have designed and offer.

      Crystals naturally vary in colour, detail, shape and size. All stones that we use will bear individual characteristics and your piece may vary slightly from the photograph although we try to choose crystals as close to the original sample as possible. 
We try to take photographs which are as detailed and well lit as possible.

       

      (6) Products

      Where do you buy your materials from?

      We buy our stones and metals from trusted traders around the world and consciously try to use responsibly mined and recycled materials where possible. 

      How can I find the right chain length for me?

      You can use a tape measure around the neck to find your ideal length or measure the chain of your favorite necklace with a ruler to get an idea of how it will sit on your body. Our most popular lengths are 20” and 23” inches, which sit nicely on the chest (we recommend this for bulkier statement styles) or 26" and 30" for more delicate pieces.

      Still unsure? Check out our SIZE GUIDE

      Are the stones used genuine?

      Yes, to the best of our knowledge all of our stones are genuine. For fine jewellery with more valuable materials, we will include carats of the stones in the description. For costume jewellery styles, we do not list this information however we only use high grade and professionally cut gemstones for each piece sold. 

       

      (7) Gift Cards

      Gift cards can be purchased HERE

      Gift cards are valid for a year from the date of purchase and can be redeemed on www.theserpentsclub.co.uk only. Gift Cards not used within 12 months are forfeited and become void.

      To redeem the Gift Card enter the code during checkout in the field 'Gift Voucher'. Gift vouchers can be partially used or used towards something of a higher value. 

      If you would like to check the balance of your gift receipt, please email us with your gift code to service@theserpentsclub.co.uk

       

      (8) Stock Unavailability

      Our products are produced in small batches due to limited and hand picked materials. Products from the classic collection and seasonal collection will be restocked if sold out, however end of season and sale products will be discontinued once sold out. The majority of our seasonal collections are limited edition and we only carry on a handful of products. For restock updates please follow us on our Instagram or sign up to our newsletter.

      Due to high demand for custom stones, we will not put on hold any stones available on jewellery listings. We recommend ordering as soon as possible if there's a specific stone you'd like. Each stone is completely unique and we can not ensure a similar stone will be available again should the one you want sell out. 

      If there is a specific colour and shape of stone you are looking for, we can custom source and design to your brief. 

       

        (9) More Questions

        If you have further questions, please feel free to contact us via the contact us message tab in the footer