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FREQUENTLY ASKED QUESTIONS

SHOPPING WITH SOLUNA JEWELLERY

1. How do I contact a Personal Shopper?
Our expert team of Personal Shoppers have a passion for jewellery, and are available to help with any queries you may have by telephone or email. Please call +44 (0) 2032873188. Our Personal Shoppers are available Monday to Thursday 9am to 6pm, & Friday 9am to 5pm. You may also contact them by email at personalshopper@soluna-jewellery.com.
2. What are your delivery charges?
UK Standard Delivery is FREE (If your order is placed before 3pm)
UK Next Day Delivery is £9.95 (If your order is placed before 3pm)
European Delivery £12.95 (3 – 5 working days)
International Delivery £19.95 (3 – 5 working days)
3. What is your policy for returns and exchanges?
You can return your jewellery free of charge (within the UK) for any reason. A Return Authorisation (RA) number must be requested from Soluna Jewellery within 14 days of receiving your jewellery, and we must then receive your jewellery back within 7 days.
Learn more about our Returns and Exchanges Policy
4. Can I visit your boutique/showroom and view the jewellery?
Yes. Soluna Jewellery has a beautiful showroom based in London.
Showroom Opening Times:
Monday to Friday 9am to 5pm
Saturday 10am to 5pm
Please feel free to call us on +44 (0) 2032873188 and make an appointment in advance to view our leading collections.
5. Do you offer a bespoke service?
This service will be available sometime soon. Please contact our Customer Service. Call +44 (0) 2032873188 or email customerservice@soluna-jewellery.com
6. Do you offer an engraving service?
Yes. Soluna Jewellery offer a customised hand engraving service for a selection of our fine designer jewellery. All engraving is done by hand in central London. This bespoke service cannot be ordered online: please speak to our personal shoppers to discuss the personalisation of any piece of jewellery. Call +44 (0) 2032873188 or email customerservice@soluna-jewellery.com
Learn more about our Jewellery Engraving Service
7. Is gift wrapping available?
Yes. We offer complimentary gift wrapping for all purchases made in the showroom, or it is available for an additional £5.00 for each item on the site. Your jewellery will be wrapped with the fine handmade wrapping paper, tied with a European ribbon. Simply check the Gift Wrapping box before you add an item to your basket.
8. Are the products pictured actual size?
Because computer monitors vary in size, it is impossible to show an actual size image on the Internet. We do however provide meticulous measurements and endeavour to show each piece worn by a model.
9. Is VAT charged online?
VAT is charged at 20% for all orders and is included in the retail price. Please email customerservice@soluna-jewellery.com if you have further queries about VAT, or call us on +44 (0) 2032873188.
10. Which payment methods do you accept?
We accept payment online by Paypal Visa, MasterCard, Amex, or Direct Debit. In addition, you can also pay for all or part of your order using Soluna Jewellery Gift Vouchers.
Click here for more information.

 

YOUR JEWELLERY QUESTIONS ANSWERED

1. How do I measure my ring size?
Print the ring size guide and follow instructions to find out what size your existing ring is. Before trying to determine the right size of your finger you should note that:
1: Your finger size can change throughout the day, so it is a good idea to measure at the end of the day when your fingers are at their largest. Do not measure when your hands are cold; your fingers will be at least half a size smaller.
2: Rings with a particularly thick band will feel tighter than a thin band; in these cases, we recommend buying a full size larger than your normal ring size.
Ring Size Guide – click to print
2. What is Vermeil or Gold-plated?
Vermeil is a combination of Sterling Silver with a layer of gold on top. To be considered vermeil, the gold must be at least 9 carat and be at least 1.5 micrometers thick.
3. What size ring do I need?
All our rings come in standard UK sizes K, M and P. If you need a size out of this range, please choose an alternative size from the drop-down menu on the product page of the ring you have selected. To find out what size you need, please refer to our ring sizing table below or visit your local jewellers, where you can usually have your ring size measured.
INSIDE DIAMETER COUNTRY/REGION
Inches Millimetres UK US Europe
0.58 14.88 H 4 46.5
0.59 15.10 I 4.25 47
0.60 15.49 J 4.75 48.5
0.62 15.90 K 5.25 50
0.64 16.31 L 5.75 51
0.65 16.71 M 6.25 52
0.67 17.12 N 6.75 53.5
0.69 17.53 O 7.25 55
0.70 17.93 P 7.75 56
0.72 18.34 Q 8.25 57
0.73 18.75 R 8.75 58.5
0.75 19.15 S 9.25 59.5
0.77 19.56 T 9.75 61
4. How can I look after my jewellery?
Many factors can influence the condition of jewellery. Therefore you should make sure that your jewellery is properly cleaned, repaired and stored. Always protect your jewellery from water, knocks, scratches, chemicals, sunlight and heat/cold to minimise these effects. Ideally, store your jewellery in its Soluna soft lined box or pouch and try to keep pieces apart, so that they don’t rub together or tangle up. Take care to avoid extreme humidity or heat as this may cause tarnishing.

MY ACCOUNT & ORDER

1. Why should I register an account with Soluna Jewellery?
Once registered you will be able to:
  • Track the progress of your orders
  • View your order history
  • Create a Wishlist of your favourite pieces
  • Register for our gift reminder service
  • Register for Soluna’s Newsletter to hear about our latest jewellery collections. You can amend your preferences to personalise the information we send you
  • Update your address details
2. What do I do if I forget the password to My Account?
If you forget your password, simply click on the ‘Lost your password’ link on the log in screen within ‘My Account’, and you will receive an email re-setting your password to a new one. Please note that once you have done this, we would advise you to log in and change this to a new password which will be more memorable to you. If you are having problems logging on then please contact our personal Shoppers on +44 (0) 2032873188.
3. How do I view my Order History?
To view your Order History log on to ‘My Account’.
4. Can I order from overseas?
Yes. Either place your order online or call us on +44 (0) 2032873188. Your price will be show in pounds sterling, and the actual transaction on your card will leave your account in pounds sterling. The delivery charge for overseas is £12.95 to Europe (5 working days), £19.95 to the rest of the world (5 working days).
5. Can I change or amend my order once it has been placed?
We generally process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you’ve received it, in accordance with our Returns Policy. Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.

 

MISCELLANEOUS

1. How do I redeem a gift voucher?
Gift vouchers are available in various denominations (from £100 to £5000) and you can purchase any of these vouchers. Gift vouchers will be sent directly to you or your recipient’s address by post. Each gift voucher has a unique voucher code number which can be redeemed against any purchase on the web site or over the telephone.
For further advice please click here.
2. How do I use a media/promo code?
At Soluna Jewellery, we rarely release promotional codes. The best way to be the first to know about sale events is to subscribe to our weekly emails.
To use a voucher code, please enter the voucher code in the box provided on the basket page, click ‘Apply’ and the discount will be applied to your shopping basket.
If you have any problems at all redeeming your voucher, please contact our Customer Service on +44 (0) 2032873188 or at personalshopper@soluna-jewellery.com
Please Note:
Promotional discounts may not be redeemed in conjunction with any other offer.
3. What is your privacy policy?
Soluna Jewellery is committed to ensuring that your privacy is protected. Our privacy policy explains how we process customer information and the procedures that we have in place to safeguard your privacy.
For full details about privacy policy please click here.

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