HELP / FAQS

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Orders & shipping

When will my order be dispatched?

We aim to dispatch all orders within 1-3 working days, unless it is a bank holiday in the UK.

Are there any shipping costs?

For UK orders under £100, standard shipping is £3.95 and express shipping is £5.50. For Worldwide orders under £200, a shipping cost of £16.60 is charged.


All UK orders over £100 will qualify for free shipping and all worldwide orders over £200 will qualify for free standard shipping. For more information on shipping, please see our shipping information page.

Do you ship worldwide?

Yes we ship worldwide! Please see our shipping information section for more information on worldwide shipping.

Do you cover customs fees and import taxes?

We are not responsible for any customs and import taxes/fees which may be applied to your order, and this is left to the responsibility of the buyers. Furthermore we are not responsible for any delays which may occur due to customs. Please find more on our shipping Information page. 

How do I return my order?

If you would like to return your order, or if you have any questions about the return process, please see our refund policy or contact our customer service team for assistance. We hope that you are completely satisfied with your purchase, but if you are not, we are here to help.

Account Info

Do I have to create an account?

No, you don't have to create an account to shop with us.

How do I change my account password?

If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember.

I’ve subscribed to your mailing list but I haven’t received an email with the exclusive discount code?

Please check your junk inbox as sometimes these emails get lost along the way. If the code still hasn’t come through, please contact us.

General Queries

I’ve got a question about a product, how do I contact you?

We are more than happy to answer any queries via email or on Instagram. You can contact us via our contact us page or email by emailing customerservice@reluxeandco.com. Replies can take up to 24-48 hours, depending on what day of the week it is.

Are the pearls you use real pearls or imitation pearls?

All of the pearls featured in our made by us collection and our sterling silver collection are grade AAA+ freshwater pearls. For more information on what grade of pearl is used in each item, please see the item description.

What materials are your products?

All our products are either 18k gold PVD plated stainless steel or 18k gold plated/rhodium plated sterling silver. For more information on what material is used in each item, please see the item description.

Plating

What is PVD plating?

PVD plating, also known as Physical Vapour Deposition plating, is a vacuum coating process that is 10 times thicker than the regular gold plating. As well as increasing an items lifetime, items with PVD plating are a lot more resistant to corrosion from water, sweat and regular wear compared to regular gold plating.

What is the benefit of rhodium plating on sterling silver?

One of the key benefits of rhodium plating is that it adds an extra protective layer to the sterling silver - this helps to prevent pieces from being easily scratched or dented. As well as increasing durability, it also has hypoallergenic properties and can prevent skin irritations.

Gifting

Can I send an order directly to someone as a gift?

Yes of course! Simply amend the shipping address to their address at checkout.

Do you offer gift wrapping?

All orders are hand-wrapped with care, ensuring that your jewellery arrives beautifully packaged. For more information, please see our packaging page.

Will an invoice be included in the order?

Yes, there will be an invoice included in the package but this does not have any prices on. Please note, the invoice will include the buyers billing name, address and contact details.

If you would prefer for the invoice not to be included in the package, please leave a message in the order notes which can be found in the 'view cart' page so this can be removed.