FAQs

For information on individual product materials, please look at the ‘materials’ drop down on their page. But here is the information for the majority of our range:

Our gold jewellery is crafted from 18ct gold or rose gold which has been vacuum bonded to stainless steel. We choose these materials for a few important reasons; 1. Their strength to enable the jewellery to keep its shape. 2. It's durability in water and against knocks and bangs whist not changing colour. 3. It’s excellent value that enables us to make our designs affordable for you.

Our silver jewellery is either made from highly polished stainless steel or sterling silver-plated stainless steel. The former is brilliant because it cannot change colour, though comes up a little darker in colour than silver plated items. Silver plated items are beautifully bright but need a little extra care because they can oxidise – this is a natural, unavoidable process and is not a result of poor-quality jewellery. Please polish silver plated jewellery every few months and if you pop them away for long periods, please seal them in an airtight bag. If they oxidise, please soak them for 10 minutes in baking soda and warm water, polish and dry and they will return to their original form.

The final element to making our jewellery is cold enamel for the colour in our bangles, necklaces, rings and earrings.

All of these combinations are free from brass and nickel so are kinder to skin than cheaper alternatives.

Our jewellery is gold plated with (real) 14 caret or 18 carat gold.

Our products are priced between £14 and £325 which is an indication that they are not solid gold. If our Signature Bangle were solid gold, it would be around £3,500. If our Open Engraved Bracelet were solid gold, it would be around £1,750 due to the high price of gold and the heavy weight of our jewellery.

But rest assured that our incredibly robust combination of vacuum plated 18k and steel jewellery is incredibly robust and a brilliantly affordable way to wear and enjoy stunning, chunky gold jewellery at an affordable price.

Yes, it is. You do not have to take your jewellery off to shower, swim or exercise. What makes it waterproof and water-resistant is the materials we use. They will not change colour from water exposure as plated sterling silver would.   

Yes, all our jewellery is nickel free and hypoallergenic. If you have a sensitivity to stainless steel which is uncommon but possible then please find products that are more suitable for you.

Yes. We can make bespoke colours for corporate gifts, wedding party gifts or specific celebrations. We can also craft one off sizes or engrave custom logos, drawings or handwriting. Please send any enquiries to hello@florence-london.com and we will send you a quotation.

Yes, we do! We can make large orders of personalised jewellery for 21st, 30th, 40th, 50th or 60th birthdays, hen parties, stag dos or wedding parties. We also offer corporate gifting jewellery with fast turn around times. Please get in touch with us at hello@florence-london.com and we will be happy to work with you. For more information on bridal/wedding jewellery, click here.

Generally, the best way to find the right jewellery size for you is to measure up a piece you already own and compare it to our sizes. You will find the size of each item on their page in the drop-down area. Please find some information here on some of our most popular items:

For more information on our most popular designs, please see our Size Guide page or click ‘Size chart’ next to the ‘Size’ option on each product page.

Buying for a friend is a little trickier than for yourself. If you can get their wrist measurement, you can choose the correct size as per our guidance on the item’s page. If you cannot get their size, the best product for them would be an open style bracelet which is flexible, a bracelet with a clasp, earrings or a necklace. If you have your eye on a specific gift and are worried, we can send it to them without an engraving and if it fits, we can customise it at a later date free of charge.

We’ve created a handy Printable Ring Size Guide here. Please follow the instructions on the document or order
a free ring sizer here.

If your jewellery has been personalised and does not fit, sadly we cannot exchange it. Sometimes, we can move a pendant onto a different chain, but for bangles and cuffs, we cannot edit them once they are finished. Please get in touch with us on hello@florence-london and we will try to offer you a discount off a remake.

Either type a prompt into google such as ‘what is 1988 in Roman numerals’, and it will convert it for you. Alternatively, ask us to do it in the ‘notes’ section in the cart page and we can convert it for you. Please note that UK date follows a sequence of DDMMYYYY whereas in the US it’s MMDDYYYY. Sometimes google will swap around your DD and MM so please convert them all individually if you are using a US search engine.

For larger bracelets, we can engrave up to 100 characters. For small or narrow bracelets, we are limited to 40 characters and for small necklace pendants, between 3-30 characters.

Our machine is incredibly precise, and we can usually find a way to engrave anything you would like but please be aware that as the text gets longer, the engraving will get smaller.

For Enamel Bangles with embossed lettering on the outside, we include 1-15 characters in the price.

For Enamel Bangles with 1-15 characters included in the price, we give the option to add 15 extra characters for a small fee. For engraved items, we offer front/inside or back/outside or ‘both’ so that you can fit in as much information as possible. Need more character’s sill? Pease email hello@floence-london.com to enquire and we’d be happy to help.

Yes, please select ‘both’ under the engraving location option on the item page.

Yes, we can engrave handwriting, emojis, icons and even fingerprints. Please upload your file on your order or email it to hello@florence-london.com with your order number after you have placed your order.

Yes, we can engrave all languages, even morse code!

We do not send previews of engravings due to the time it takes considering we are a very busy studio with a small team. If you need a preview, we can arrange this for you for £15.

With 12 years’ experience, our skilled team will always try to make the best design decision for your jewellery.

If you have a specific vision for the design of your jewellery, please email a mock up to hello@florence-london.com along with your order number and will match it.

We do not accept returns or exchanges for personalised jewellery unless it is faulty or incorrect.

Our gift-wrapping service includes a gift box, polishing cloth, luxury gift bag and branded tissue paper, tied with a ribbon. If you would like to add a personalised handwritten note with your gift, please select “Add order notes” prior to checkout and write your message here. Prices aren’t included on any of our products, so your order is ready to be gifted straight to the lucky person!

For gift inspiration, click here.

Yes you can. If you would like to add a personalised handwritten note with your gift, please select “Add order notes” prior to checkout and write your message here. The note will be written in our handwriting and not printed out.

We do not currently offer gift receipts. If a recipient has a query regarding their gift, they should contact us at hello@florence-london.com with the full name of the person who purchased the gift, and we will be able to help.

Yes we do. Our e-Gift Cards from £10 - £200 and are valid for 12 months from the date of purchase.

Simply choose your desired amount, enter the recipient’s email address and we will send you a digital copy.

No, we do not include any prices of your order inside any parcel.

Yes, you have 30 days to exchange a gift as long as it qualifies for an exchange.

Yes you can. We accept Klarna flexible payments - choose between their ‘Pay Later’ or ‘Pay in 3’ interest-free instalments.

A limit of one discount may be applied to each order, unless otherwise stated. Florence London has the right to hold and/or cancel orders that use more than one discount code without consent.

Yes we do! To find out more about our rewards club and exclusive offers, click here.

In fact, if you sign up to our newsletter today,
you will receive 10% off your first order!*

*full priced items only, exclusive to new members

Sadly, we do not offer student discount at the moment but please sign up to our newsletter
for 10% off your first order.

Yes we do. Please get in touch with us at hello@florence-london.com.

We rarely run sales, if ever. We do not produce large stock runs so are rarely over stocked and we are not a season brand, to avoid wastage. However for any information about a flash sale or flash offer, please sign up to our newsletter here. Club 88 members will always be the first to hear about any offers or sales.

If you added your email address when you ordered, you will receive an email when your order has been dispatched which will include tracking information. Please search your junk folder if you cannot find the email. If you did not add an email or spelt your email incorrectly, you will not have received this email. Please get in touch on hello@florence-london.com with your name, postcode and item if you are worried.

We are a small team who work very efficiently. You have up to 1 hour to change or cancel a personalised order after ordering (during working hours – 9am-6pm). If we have not yet begun making or packing your order, we will be happy to change any details or cancel it. Please call us or email us to make changes via our contact page.

We run very few discount codes. But if you are struggling with a genuine discount code not working, it could be for one of the below reasons:

1. Please enter it in the discount box – our codes are not automatic.

2. Please check the spelling of the code (they are case sensitive).

3. You can only use one code at a time.

4. Codes are generally not valid on sale or already discounted items.

5. Some codes are only valid for a specific Club 88 account, a specific email or have a limit on the number of times they can be used.

6. Codes have an expiry date – please check the T&Cs attached to where the code came from.

Please note that there are hundreds of websites who claim to host discount codes for Florence London. Please note that these websites are using our brand to get clicks and will often advertise a fake code to get clicks. 

Genuine Florence London discount codes will be bespoke and will arrive on email, DM or on the occasional social media advert.

Please contact us as soon as you can via any of the methods on our contact page. Include your order number and the change you need. here is our contact page.

Usually yes if we have not sent it already. Please contact us as soon as you can via any of the methods on our contact page. Include your order number and the change you need. Here is our contact page.

Usually yes if we have not sent it already. Please contact us as soon as you can via any of the methods on our contact page - include your order number and the change you need.

If you have received your order but something is damaged, faulty or incorrect, please email us at hello@florence-london.com as soon as possible with your order number, and a photo of the issue, and our team will work with you to provide a suitable solution.

UK shipping is £4.95 or free over £80 and takes 2 working days to arrive. This timeframe does not include production time.

We also offer next day delivery for £9.95. This timeframe does not include production time.

Yes we ship to most countries via Royal Mail for £12-15. Other options of couriers are available or you are welcome to book a collection using your preferred method.

We always strive to get orders out as fast as possible! For our personalised pieces, production time varies depending on the number of letters, their spacing and other details such as additional engravings. Most of our bangles and necklaces take 2-3 days to make and we offer three different shipping options within the UK and Northern Ireland and two shipping options for the rest of the world. For specific details, please see our ‘shipping’ section below.

Yes we offer free engraving with almost every item. Please ensure that you have told us exactly what you would like; once an item is finished, it cannot be altered.

For standard products like an engraved bracelet, we will make it the day after it has ordered and ship it the day after that. So for a UK order, we generally need 2 days to make it and 2 days for it to arrive with you totalling 4 (working) days. If you need an item quicker, please choose the urgent 24 service and next day delivery at checkout and generally we will get the item to you the next working day.  

Yes, we offer free UK delivery for orders
over £80.

Yes, we offer next day express delivery (UK
only).

No, you do not need to sign for any of our parcels. They will arrive along with your Royal Mail post. The postman will take a picture of the delivery for proof of postage.

For international orders, parcels can get stuck at customs. Some shipments are spot checked for safety and security and unfortunately we have no control over this. We ask you to patiently wait for 2 weeks for a stuck item to be released. If the item is showing no movement and we are unable to get answers for you, we will consider sending a second parcel. We try to get the first parcel delivered or environmental reasons and appreciate your patience.

Personalised/bespoke items

Due to the nature of our personalisation, we are unable to refund or exchange any bespoke or personalised items.

Once personalisation has begun on the item, it cannot be edited in size, neither can the lettering be edited. The customer is responsible for all spelling issues or dates inputted during the order process, and therefore we cannot be responsible for any mistakes made.

If you have received your item but it is faulty, please email us at hello@florence-london.com as soon as possible with your order number, and a photo of the issue, and our team will work with you to provide a suitable solution.

 

Non-personalised & sale items

Returns will be accepted up to 30 days after your order has been received. Returns must arrive in their original condition, in their original packaging with a traceable receipt.

Please include your full name and order number in the package. For exchanges, please also include the desired item and size to be exchanged and this will be dispatched to you within 1-3 days.

All returns and exchanges should be sent to the following address:

Florence London Ltd. 1 The Wimbles, Harts Hill Road, Upper Bucklebury, West Berkshire, RG18 4NY

We recommend you send your return using a Royal Mail 1st Class Signed For service, Evri, DPD or DHL.  

Once we have processed your return, you will be refunded within 3-5 working days.
Your refund will automatically be issued back to the card that you used to make your purchase. All postage costs are non refundable.

 

Earrings

For hygiene reasons, earrings are non-refundable if they have been removed from their protective, sealed bag.

We always extended our returns policy for the festive season: all online orders placed between 1st December - 24th December can be returned or exchanged up until 22nd January, excluding: earrings, personalised or engraved items, gift packaging + gift cards. For purchases made from 25th December onwards, our normal 30-day returns policy applies.

If you change your mind, you are entitled to return your item* for a refund or exchange up to 30 days after your order has been received, *excluding: earrings (for strict hygiene reasons), personalised or engraved items, gift cards & gift packaging. Please email us at hello@florence-london.com with your order number if you need any help.

As detailed in our Returns Policy, Florence London does not cover the postage cost when returning orders for a refund or exchange. If you have received an incorrect or faulty item, please get in touch before returning your parcel.

Please note that original shipping charges are non-refundable. We cannot refund duties, taxes or shipping charges.

We process returns within 3-5 working days of receiving them back into our studio, and any funds will be returned to your account within 3-5 working days from that point. Your refund will automatically be issued back to the card or method that you used to make your purchase.

If you have received your order but something is damaged, please email us at hello@florence-london.com as soon as possible with your order number, and a photo of the issue, and our team will work with you to provide a suitable solution.

If you have received your order but something is damaged, faulty or incorrect, please email us at hello@florence-london.com as soon as possible with your order number, and a photo of the issue, and our team will work with you to provide a suitable solution.

If we can repair your jewellery, we will. Please email hello@florence-london.com with your order number, a photo of the damage and how the issue happened. For items over a year old, we will charge for repairs. For items under a year old, we will repair free of charge.

At the moment we are unable to offer cleaning services but please see our jewellery care page for steps you can take to clean your jewellery at home.

Yes, we are more than happy to add an engraving or extra embossed letters at a later date for a small fee + shipping fees.