Customer Services

Here at Under The Rose we are always happy to take your calls and to answer any queries you may have – whether it is about our products or our service.  We want you to have fun choosing your jewellery and accessories and to know what is happening at any time in the process of creating it.

The information below will hopefully provide you with all you need to know but please contact us if  you need any additional help.

Our Morse Code Collection

We love creating your secret messages. As Morse code is made up of a series of dots and dashes we do have to have a maximum per strand (especially for bracelets) so they aren’t too big for the wrist. We give you a guide against each of the different coded products on the product pages of the number of characters. However please note that numbers are very long in Morse code. If we find your personalised order is too long due to the characters used we will contact you to advise.

Photo Produsts

What sort of photograph should I send? One you love!  The photo should be sharp, focused and not cropped. The higher the resolution, the clearer the photo will appear. We will crop and convert your photo into a small black and white photo to be incorporated into your jewellery.

Can you use a professionally taken photograph?
Because of copyright laws, we cannot accept professionally taken photographs unless you have been granted permission to use the photograph. Please ensure that this has been granted before uploading a photo that has been taken professionally to the site.

Can I have my photo in sepia or colour?
Yes. As standard our products are made in black and white so please let us know when ordering if you would like something different.

How long will it take for me to receive my photo order?
After you have approved our photo proof, it takes approximately 5 business days to process your order. We will notify you when your order has been dispatched.

Can I get my jewellery wet?
Although your jewellery is permanently sealed, we do not recommend that you wear your jewelry in the shower, bath, swimming pool or hot tub because of the chemicals, chlorine and soaps etc that could ruin the jewelry’s finish.

Our Engraved Collection

Let your imagination go wild! We love it when you want your jewellery to say exactly what  you want it too!  We try not to limit the number of charecters on the pieces but remember that the more characters and words the smaller the text will appear. That said,  some of our favourite pieces have the smallest script.

If two pieces are ordered together, for example cufflinks,  we will match the text of the longest word or phrase.

Please ensure you check all spellings when ordering as we will work directly from your order.

Do you offer gift wrapping?

All our jewellery and accessories come ready packaged in a luxury branded gift box. Beautiful gift bags can also be purchased.

Item descriptions

All individual pieces are handmade and may vary slightly from those shown. Each piece is cast, engraved and polished to a very high standard.

Postage &  delivery times

Delivery within the UK is free of charge and orders are  sent on a recorded delivery service. Your completed item will need to be signed for upon delivery by the Royal Mail.

Items ordered before 2pm (excluding photo orders) will be sent the same day.

We also offer an express delivery service for completed items. The charge for this is £6.00 and your order will be dispatched on a Royal Mail guaranteed next day service which will arrive with you by 1pm .

Postage to the EU is £8 .

Postage to the Rest of the World is £12.

Overseas orders may be subject to import duties which are valid and specific to your country. These are the responsibility of you the customer.

At busy times of the year such as Christmas, Mother’s Day & Father’s Day, production and order turn around times may be longer. Information with regard to this will always be posted on the website and we will contact customers where appropriate.

Cancellation policy

We regret that an order cannot be cancelled once work has started on the individual product.

Please refer to the Consumer Protection (Distance Selling) Regulations 2000 http://www.legislation.gov.uk/uksi/2000/2334/contents/made

Returns

We work hard to ensure your order is produced to the highest standard and we hope that you will be delighted with your purchase.

If for some reason you wish to return your purchase, please email info@undertherose.co.uk  for further details. Items must be returned undamaged and in original packaging within 14 days for a complete refund. Please note, we do not refund delivery charges unless an error has been made on our part or the item is faulty.

For further information on returns please contact us and we will let you know the necessary delivery address.

Personalised items cannot be returned once made and delivered. Exceptions to this are:

Delivery of a product that is different to that ordered
Where a name or message appears differently to what is specified on the order e.g. it is spelt wrongly
Product is faulty
Please inspect the goods when you receive them for damage. If you are not entirely satisfied with your purchase  please contact us within 48 hours of receipt of goods. We will do everything possible to resolve the problem.

Please note; items personalised wrongly due to the fault of the customer, such as wrong spellings or dates, cannot be replaced or refunded so please double check all information added to your order.

If an item is to be returned we recommend that goods be dispatched via recorded delivery and a receipt is obtained for proof of postage. Until Under The Rose receive the returns they are the responsibility of the customer. We are unable to accept liability for goods lost or damaged in transit.

Late/non arrival of an order

If your delivery is late or does not arrive within the specified time scale please contact us. In the event of a non-delivery we have to wait 15 working days from original despatch before producing a replacement. This is the period of time the Royal Mail allow before they classify a parcel as lost.

Urgent orders

Please let us know if you have an urgent order or specific deadline as depending on circumstances we will try our hardest to work our magic to fulfill it!

Caring for your jewellery

All jewellery is delicate and susceptible to damage and scratching. Silver is a relatively soft metal and we recommend that you remove your jewellery when doing manual work such as housework or gardening. To maintain the original condition of your silver jewellery, polish your pieces regularly using a non-abrasive cleaning cloth. Avoid using commercial silver dips as they may remove the antiquing finish. Regularly check all fittings for wear and tear. When not in use store your jewellery carefully and separately.