FAQ
Lead time
Each piece of jewellery is hand made and constructed on receipt of payment. Please allow 2 weeks for the creation and postage of your item often orders are despatched tho but if you need it much quicker though please let us know and we will try our best to meet it.
How to order
If there is a particular combination that you would like that is not shown on the website please get in touch and we will be happy to create it for you.
Please contact us on info@stananfrankie.co.uk or on Instagram or Facebook. We are more than happy to answer any questions or help give advice.
Gift wrap
All items are presented in luxury Stan&Frankie gift box.
Returns/Refunds/Cancellations
Once your order is placed you have a 24 hour period in which to cancel if necessary. After this period if personalisation of your jewellery has already begun you will not be able to cancel your order.
Due to the bespoke personalisation of Stan & Frankie jewellery it is non returnable, however if you are unhappy for any reason we will do our best to accommodate.
If a mistake has been made on our part (e.g. incorrect spelling) we will of course correct the error or refund if required.
Postage
All UK items will be sent royal mail first class signed for and normally arrive within 5 days.
Please note that Stan & Frankie has no control over any customs or import duties that could be levied when the package reached your destination country and for which you might be liable.
Availability
Occasionally items will go on back-order. We will let you know as soon as possible if this occurs. We cannot guarantee availability of any design.
Cleaning and care
Polish all Stan & Frankie jewellery with a clean jewellery microfibre polishing cloth avoiding any gold plated or oxidised areas.
Do not expose your jewellery to chlorine, salt water, perfume or other solvents as this will cause your piece to tarnish, and cause surface finishes to deteriorate prematurely.
Always store your jewellery carefully after wearing, we recommend storing in an air tight zip lock bag to keep your piece in top condition.
Please note that gold plate and our oxidised finish are surface only finishes, and will inevitably fade over time with wear.
A replating service for the gold vermeil is available too contact info@stanandfrankie.co.uk
Do not wear in the shower, in bed or whilst swimming.
Please note all stretch bracelets need rethreading once the elastic becomes slack to avoid breakage please contact us info@stanandfrankie.co.uk for more information.
Return Policy
We are more than happy to accept returns on many items purchased from us within a 21 day period after delivery, non-personalised items can be returned for a full refund of the purchase price.
Engraving and personalised items are not eligible for return unless we have made an error with personalisation.
In the interest of hygiene and for your protection, earrings are excluded from our Exchange Policy
Please ensure all returned items are in their original packaging and returned as received.
Faulty Items and Repairs
Every Stan & Frankie treasure is covered by a one-year warranty. We will replace or repair any piece of jewellery that has broken due to manufacturing defects subject to normal conditions of wear and tear, excluding accidental damage or misuse.
Please notify us with proof of purchase within 12 months of receipt of the goods and we will provide you with a repair service free of charge
After 1 year, depending on whether the item is still in stock and the nature of the damage, we will do our very best to fix the item, however there will be a charge for this service. Please email info@stanandfrankie.co.uk to make arrangements for this service.