If you would like to speak to somebody at the workshop the number is 01434 394 827
Frequently Asked Questions:
1. How will my order be delivered?
All orders are dispatched via Royal Mail.
Orders under £40 are sent via 1st Class
Orders over £40 are sent via Tracked 48
Orders over £100 in value are sent via Special Delivery even when standard postage is selected. This is for security and does not alter the dispatch lead times.
If your order is under £100 and you would like it sent ‘Special Delivery’ you may choose this at the check out, the price is £7.95
– Saturday Special Delivery is £12.95
– International Tracked is £7.00
Orders for Special Delivery next day before these delivery services need to be received before 1pm.
2. How long will it take for my order to be delivered.
Usually we work on a 5-7 day turnaround. Occasionally it can be longer during very busy periods. Please do get in touch if you need your order in a hurry and I will do my very best to accommodate.
3. I can see this item in gold but I would like it in silver?
Many pieces in the collection are available in Sterling Silver or 14ct Rolled Gold and many are also available in 14ct Rose Rolled Gold, please choose from the drop down menu on the product page. Rings, Studs and lots of other items are also available in 9 or 18ct Gold.
4. Do you do custom work?
Yes with fine jewellery only. I am unable to repair any pieces not made by Sarah Hickey Jewellery Ltd.
5. Do you have a shop that I can visit.
Yes we have a boutique showroom within our jewellery studio in the west end of Hexham, we’re open Mon – Saturday by appointment, for occasion bespoke pieces or just to browse or collection of rings, earrings, necklaces and bangles.
6. Do you deliver abroad?
Yes frequently, all international orders are sent via International Tracked, and the price is £7.00
7. Can I pick up my order in person.
Yes my workshop is in the town of Hexham, please get in touch if you’d like to pick up from my directly.
8. Do you have a return policy?
We hope you will be delighted with your purchase from Sarah Hickey Jewellery, however, if for any reason you are unhappy with your purchase we are happy to exchange or refund your item.
If this is the case please notify us and return your item within 14 days of receipt.
Orders must be returned in their original packaging and in perfect condition.
Exchanges are offered at our sole discretion.
Items are returned at the buyer’s own risk. it is recommended that you use the Royal Mail Special Delivery service in the UK and Fed Ex internationally to insure against loss or damage. Postage will be refunded only if the item is faulty or if any error is made on our part of the order.
Goods that are personalised, bespoke, resized, engraved or made-to-order to your specific requirements are custom orders, which means that the item will be made, personalised or customised especially for you; because of this, these items of jewellery cannot be exchanged or returned under any circumstances.
9. Can I speak to you on the phone about my order.
Yes, my workshop number is 01434 394 827. We sometimes do not hear the phone because we are hammering, please leave a message and we’ll get back to you asap.
10. I would like a different length for a necklace, is this possible?
Yes please let us know at the checkout, or you can send an email after your order, please refer to your order number.
11. I’ve lost one earring, can I buy just one from you to make a pair again?
Yes, charges are 50% the price of the original pair, plus delivery. In order to create a pair again I must have your remaining earrings back (as stones need to be matched into pairs and I must find a fitting ‘partner’ for your remaining earring.
Please get in touch if you’d need to purchase ‘half a pair’.
12. What is 14ct Rolled Gold?
Rolled Gold or Gold Filled is an actual layer of pure gold pressure-bonded (‘Rolled’) to the core metal. Rolled Gold is not to be confused with gold plating or Vermeil as Rolled Gold literally has 100% more gold than gold plating. Rolled Gold is much more valuable and tarnish resistant. It does not flake off, rub off or turn colours.
13. Do you do gift vouchers?
Yes, please follow this link here
14. Will my purchase be packaged in a box?
Yes! All of my pieces are sent in a pretty ribboned box and are gift ready.
15. I don’t know my ring size?
You can either order a free ring sizer from us, or you can visit a local jewellers to get your ring size and let us know.
16. Can my ring be resized?
Almost all of the rings in our collection can be resized. Rings with a value of £400 or more are eligible for a complimentary resize*.
The work involved in doing the resize is dependant on the nature of the ring and for this reason and it will be looked at on a case by case basis and priced accordingly.
*Please see our return policy above.
17. Legal Information
Sarah Hickey Jewellery Ltd.
Company Number: 09446769
VAT Number: 155892081