Ordering

Can I combine orders?
As long as your first order hasn’t been despatched you can just send us an email and we’ll combine the orders and refund the delivery cost on your second order.

I've forgotten my password
You can reset your password here.

How long will it take to process my order?
Orders received are usually sent within 2 working days, during busy sale periods please allow a little longer.

Can I pay over the phone?
Unfortunately we cannot accept payment over the phone. This ensures the highest level of security and fraud prevention.

Delivery

How much is delivery?
See the full list of delivery options here.

How long will my order take to arrive?
Orders sent using Royal Mail 24, whilst not guaranteed, usually take 1-3 working days to arrive. Orders using Royal Mail 48 typically take 2-5 working days.
If you haven't received your order please allow at least 5 working days before contacting us.

How will my order be packed?
Most orders are packed in cardboard postal box which will fit through a letterbox. Larger orders may be sent in a small parcel box which will require someone to be at the delivery address to receive

What's written on the package?
Our return address is written on the package. Our logo does not appear on the package.

What is my order status?
You will be sent an email when your order is dispatched. You can email us to check the progress if you feel your order is taking longer than expected (please allow 5 days for delivery.)

Can I track my order?
Once your order is despatched you will receive a tracking number. Please note that this is only updated when the item is scanned for delivery.

International orders

Why does the price change on the basket page?
The prices shown on the product pages include VAT (value added tax) which has to be charged on orders delivered within the UK. If you select any other country for your order to be delivered to the VAT is removed from the price.

How long will my order take to arrive?
Delivery within Europe usually takes 4-8 working days. Delivery to the rest of the world usually takes 6-10 working days.

How much is delivery/shipping?
See the full list of delivery options here.

 Will I have to pay customs duty?
Please check your local import rules as each country is different. There may well be an import duty charge which the customer is responsible for

Jewellery

Are your Studex earrings genuine?
Yes, they are. However Studex have two different butterfly back styles which can cause some confusion.

Do you have earrings with long posts?
We have earrings with posts ranging from 10mm to 12mm. The post length is listed on each page but if you are looking for earrings with longer posts the Ti2 Titanium range is the best place to start.

How do I know if I'm ordering a pair?
Any singular item will be clearly stated in the title that it is a "single".

Why aren't all earrings sold in pairs?
If we receive jewellery from our suppliers as single items then we sell it that way since not everyone has an even number of piercings.

How long are Blomdahl posts?
The Blomdahl medical plastic studs have 10.5mm long posts. Blomdahl titanium studs have 10mm long posts.

What does gauge mean?
The gauge is the thickness of the post or bar. You can find out more about the difference gauges available here.

How do I put the ball in a BCR?
BCRs can take a bit of practice. Line one dimple on the ball up with one side of the ring, holding it firmly push so that the other dimple clips into place.

Allergies

I'm allergic to nickel, what can I wear?
95% of our customers are absolutely fine with 316L Stainless Steel. If you have a severe allergy then Titanium might be a more suitable option

Could I be allergic to titanium?
It is extremely rare but you can be allergic to anything. If you've had a reaction after wearing titanium jewellery then make sure it really is the jewellery and not something it has come into contact with such as soap, shampoo, etc.

What does hypoallergenic mean?
The word hypoallergenic means having a decreased tendency to provoke an allergic reaction. It should not be considered a guarantee that no one will react to an item of jewellery since it is possible to be allergic to anything.

We would recommend that you allow the piercing time to heal and slowly build up the time worn to allow your ear to get used to it. If this doesn't work then you can return any items (even if worn) within 60 days for a refund or exchange.

Order problems

I didn't receive an order/despatch confirmation email
The first thing to check is that the emails didn't go into your junk mail (spam) folder. Occasionally emails do go astray so if would like to be sent another copy just email us. 

I've only received part of my order
If you are missing part of your order then let us know as soon as possible.

Do you offer returns/exchanges?
You can return any part of your order to us within 60 days of purchase for a refund or exchange. Please download our returns form and send the items back to us clearly marking whether you would like a refund or exchange.

I've received a broken/faulty item
We are really sorry to hear this has happened, if you have received something broken or faulty let us know and we will sort it out.