Frequently asked questions
I don't understand what my ‘order status’ means?
When you log into your account you should be able to see your ‘order status’, this simply shows where your order is in the production process. Some of these statuses are for us to show where the order is so might seem confusing, but it’s just a part of the creation of your item. If you have any questions about your current status please contact customer support at firstname.lastname@example.org
I ordered the wrong item, how can i change it?
If you have ordered the wrong item please contact our support team asap at email@example.com and they will cancel the order and refund you (this usually takes a few working days to clear into your account) allowing you to reorder the correct item.
Payment, voucher codes or gift cards
I cannot complete the purchasing process on the website.
If you are having trouble completing the payment section then please try these solutions:
1. We don't accept debit cards so if you're trying to pay with it that would be the reason so you can just change your payment method.
2. Refresh the page or change the browser (our website is not compatible with some updates or browser versions).
3. Check that your browser is not trying to block the secure payment pop up.
4. If is still not working try to pay with another payment method.
If none of these help then contact our team at firstname.lastname@example.org
Im not sure if my order went through properly when I went through the checkout.
If your order was completed, you should have received an email with your order confirmation. This email provides you with your billing information and your order ID. If you have not received this email please check your spam folder. If you have definitely not received an email then the process was most likely not completed so please check your bank to see if payment was made and contact support at email@example.com
How do i get free shipping?
Did you know that you can get free shipping on your order if you spend over a certain amount? More information here!
My gift card/voucher code wont work.
All gift cards and voucher codes cannot be used with other offers, they can only be used by themselves. If the code is not working, please make sure you have entered it into the correct field, gift cards can only be used in the ‘gift card section’ not the ‘voucher code’ section and so forth. If your discount code or voucher is showing an error message please contact us at firstname.lastname@example.org for advice.
How long will my order take to make?
All items crafted by Stilnest are bespoke, they are made just for you. The crafting process can take 3-10 working days depending on the piece. Don't worry, you will know when your item is ready as we email you automatically with an update and your shipping information.
How thick is the gold plating?
The plating on our jewellery is classed as ‘Heavy Gold Plate’ and is 2-3 microns thick.
How long will my order take to ship?
For information on shipping timescales, please follow the link below and download the PDF for a full list of countries and average shipping times: Shipping & return information
I think my item is lost in the post/delivery was missed, what do i do?
You can track your order using your tracking number provided in an update email (haven't received this yet? your item may still be being crafter, login to your customer account to check). If the tracking process states the item should have arrived or is taking a unusually long time then email our support team at email@example.com.
My shipment tracking number doesn't seem to work.
When your order was shipped you would have received an email with your tracking number and the information for your delivery provider, please allow a few days for the link and tracking code to activate before contacting support. A link is provided which you can use to enter your shipping code to track your parcel. If this code is not working or has not changed in a few days please contact support at firstname.lastname@example.org.
Will i get charged customs or duty fees?
When we ship out our products we fill in all required paperwork for customs on international postage. However, a few countries have duty fees for the importation of jewellery or precious metals, it is your responsibility to research your own countries duty laws and take this into account when ordering your item as the customer is responsible for paying these kind of fees. To find out more information please visit your government's website.
Returns/damaged or wrong item
Can i exchange my item?
Ordered the wrong size? No problem, simply notify us within 2 weeks of you receiving the item and we will give you full instructions on the returns process. Please note you will have to cover the shipping costs of the returns process. Please include the revocation statement with any returns, which you can find here: http://bit.ly/1OCI7U9 When we get the return from you we will refund you for the order (as long as it is in its original condition or has only signs of ‘normal wear’) and you can reorder the correct size or finish.
I have been sent the wrong item, what should i do?
If we have sent you the wrong item in error, please contact our support team at email@example.com and we will advise you on how we will get the correct item to you.
My item has arrived faulty/damaged, what should i do?
If your item has arrived damaged or faulty then please contact our support team who will resolve this for you quickly and efficiently. Please email firstname.lastname@example.org with pictures of the item and your order ID.
Product and wearing advice
What size are bracelets that come with only one size option?
Some of our bracelets are designed to be a 'one size fits all' as they have multiple points in which you can secure the latch. The one size bracelet fixes at 15cm,17cm and 19cm points so it can fit any wrist. Zodiac charm bracelet - This bracelet has larger chain links for attaching the charms as all charms have a latch on them that you can attach yourself. The charm bracelet comes in three sizes; S 15cm, M 17cm and L 19cm. As the charm bracelet has larger links you can also secure the latch higher to tighten the bracelet yourself so if you are unsure of your size we would recommend buying a size up.
Will the jewellery tarnish over time?
Silver jewellery is cast in silver so will not wear over time. However, plated jewellery will eventually tarnish and wear, but you can keep it looking good with proper handling and avoiding abrasive surfaces and strong chemicals (e.g. soaps, excessive sweat, cleaning products etc).
Can i take my jewellery into the shower or a swimming pool?
Any jewellery made of precious metals will not rust, If your item is made of cast silver then this will not wear away over time. However, if the item is plated then heat and salty water may cause degradation so we would recommend limiting the amount of exposure your jewellery has to these environments.
How can i figure out my correct ring size?
Follow these simple steps to get the correct ring size at home:
1. Cut a thin strip of paper.
2. Wrap the paper around your finger. Make sure the paper is below the joint of your finger and close to your knuckle.
3. Mark the spot where the paper meets and measure the distance with your ruler.
All sizes are in CM on the website so choose the ring that best matches your finger size.
Why haven't i been sent a tracking number yet?
A tracking number is sent to you automatically when your item has finished crafting and is ready to be sent to you. You can check its progress in your customer account. If you have ordered more than two weeks ago and have not got an update please check your spam folder or email our support team: email@example.com
How can i provide feedback on my experience?
Your feedback is very important to us as we are always looking at how to improve our services. If your experience has been good or bad, we would love to hear it. Please feel free to send us some feedback directly to our support team at firstname.lastname@example.org so we can make your experience even better at Stilnest.
How do i contact customer services?
If you have a question feel free to email our support team at email@example.com