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FAQ

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 have any further questions.

 

General


When will I receive my order? 

All standard Under the Rose orders are dispatched on a Royal Mail tracked service. You should expect your parcel to be delivered 2-3 working days after you receive your dispatch confirmation email. Any orders with an engraving, like our men’s leather bracelet range, placed before 2pm are dispatched on the same day (Monday to Friday).

Christmas, Valentine’s Day, Mother’s Day, and Father’s Day are our busiest times of the year so production and order turnaround times are expected to take a little longer than usual. Please check our website and social media pages around these times for further information. We will always contact customers with any updates when necessary.

My order still hasn’t arrived and is late.

We are so sorry to hear your order is taking longer than expected. Please contact us if the delivery is late or the package doesn’t arrive within the specified time scale. In the event of a non-delivery, we have to wait 15 working days from original dispatch before starting a replacement. This is the period of time before the Royal Mail classifies a parcel lost in transit.

I have just placed an order. Can I change my personalisation? 

We recommend you email us the correct personalisation at info@undertherose.co.uk as soon as possible with your order number on hand. Chances are, particularly for express orders, production has already started and an amendment cannot be made. We recommend you give us a call on 020 8398 5504 (9 am – 5 pm Monday to Friday) for a quicker response.

Can I order something bespoke? 

We may be able to help you with any particular requests you might have. Please drop us an email of what you have in mind and our customer services team will aim to get back to you within 24 hours.

Do you offer gift wrapping? 

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

I need my order urgently.

Please let us know if you need your order urgently in the additional notes section at checkout – we will always try our hardest to fulfil it! We strongly advise selecting express delivery to avoid disappointment if there are any postal delays.

 

Our Morse Code collection 


We love creating your secret messages using morse code. Your personalised message, translated into a series of morse code dots and dashes, are represented by our silver spherical and cylindrical beads.  There is a maximum character limit per strand which is especially the case for bracelets so they are not made too big for the wrist. A guide of the character limit for each product is specified on the product listing. Please note that we are unable to work with special characters or emojis, and numbers translated into morse code are very long. If we find your personalisation is too long, you will be contacted with further advice.

How do I read my morse code jewellery? 

Every customer’s bracelet bead arrangement is unique to them. The beads on the strand represent the series of morse code dots and dashes, with black rubber bands (for the leather style) separating each letter. To read your morse code jewellery, please start from the lobster clasp end and follow the morse code deciphering chart provided.

Can I go over the character limit? 

If you have a particular message in mind that doesn’t fit within the advertised character limit, you are welcome to contact us before placing an order so we can advise you further. However, it is worth noting that the character limits are set in place to ensure the jewellery is wearable. As well as this, there may be an additional cost for any extra materials involved.

 

Our Engraved collection


Let your imagination go wild! We love it when you want your jewellery to say exactly what you want it to! We try not to limit the number of characters 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.

Can you engrave special symbols/images? 

Yes! Basic symbols like hearts, paw prints, and infinity symbols are saved on file. For a heart symbol, please put “<3” in the personalisation box and our engravers will know to engrave a heart. For any complicated or unique imagery, please drop us an email at info@undertherose.co.uk first with what you have in mind along with an image. Black and white, simple line images accepted only.

Will my engraving request fit? 

This completely depends on the product and font style. Further information regarding the character limit is provided on each product listing. Please drop us an email at info@undertherose.co.uk if you are still concerned your message won’t fit. Our customer service team will aim to get back to you with further advice within the next 24 hours.

How do I know what size to order?

Our Men’s Leather Bracelets are specially made for us in set sizes and are non-adjustable. We recommend you are completely confident in the size before purchase as engraved pieces are non-refundable. For chain/bead necklaces and bracelets, you may be able to request a custom size (this is usually indicated in the listing description if so) so please drop us an email or make a note of this on your order in the additional notes section just before checkout.

 

Returns


I have received my order incorrect/incomplete/with a spelling error. What should I do? 

We are so sorry to hear you received your order with an error. For us to resolve this as quickly as possible, we ask if you can please send over a clear photo of the mistake to info@undertherose.co.uk a record of your order number. Our customer service team will aim to get back to you within the next 24 hours.

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.

My piece has broken and needs to be repaired/replaced. What should I do? 

We are so sorry to hear this has happened. In order for us to resolve this as quickly as possible, we ask if you can please send over a clear photo of the fault to info@undertherose.co.uk with a record of your order number and how this happened. Our customer services will aim to get back to you within the next 24 hours.

How do I return my order? 

Please go to our designated returns page for further information and drop us an email at info@undertherose.co.uk. Our customer service team will aim to get back to you within the next 24 hours.

 

Postage & delivery times


As a standard, all orders placed through us are dispatched on a Royal Mail tracked service that takes 2-3 working days after you receive your confirmation of dispatch email.

EXPRESS/NEXT DAY GUARANTEED: £6.95 and your order will be dispatched on Royal Mail’s Guaranteed Next Day service to be with you by 1pm the next working day.

SATURDAY GUARANTEED: £10.95 and your order will be dispatched on Royal Mail’s Guaranteed Next Day delivery on Saturday (only available when an order is placed on Friday).

INTERNATIONAL POSTAGE TO THE EU: £7.50 EU countries are now classed as an international delivery and may be subject to taxes, fees, customs duty, levies, or other charges. These fees/charges are unfortunately out of our control as they are levied by the border force/customs office of your country and we cannot predict what these may be.

INTERNATIONAL POSTAGE TO THE US: £10.95 Delivery should take 5-7 working days but may vary. Customs or import duties could be levied when the package reaches your destination country.

INTERNATIONAL POSTAGE TO THE REST OF THE WORLD: £11.50 Overseas orders may be subject to import duties which are valid and specific to your country. These are the responsibility of you the customer.

We also offer DHL United States Express Courier Service for international orders (£21 EU, £17 USA, £24 REST OF THE WORLD).

Please note that international packages may be subject to duties and customs fees that are not calculated at checkout and  are not covered by Under the Rose. We have no control over these fees and do not take responsibility for them. These fees will be billed to you upon delivery. For more information, please contact your local customs office to determine fees ahead of time.

 

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. We do not refund delivery charges unless an error has been made on our part or the item is faulty.

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. incorrect spelling.

·    Product is faulty

Anything sent back to us will be kept secure in the Under The Rose studio and a member of our team will be in contact as soon as it arrives. Please note we are unable to accept liability for goods lost or damaged in transit.

*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.*

 

Repairs


We offer a repair service for our jewellery inside and outside the warranty period. If your jewellery has broken within the first 6 months of purchase, the item will need to be sent in to our studio and will be either repaired/replaced. It will be a small fee to cover any repairs outside the warranty period; further information on this can be provided by our customer service team.

In order for us to resolve this as quickly as possible, please send over a clear photo of the fault to info@undertherose.co.uk with a record of your order number and how this happened. Our customer services will aim to get back to you within the next 24 hours.

 

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.

 

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

 

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.