Customer Care

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Every piece of Sara Rothwell Jewellery is handmade with care and attention, from the first conversation through to the making and its arrival with you.

Our jewellery is produced in small collections, with some pieces ready to ship and much of our work made to order.

We also create bespoke commissions, Heirloom Gold Alchemy and Memento Mori pieces, each made individually and in conversation with you.

If you have a question about an order, a piece of jewellery or a commission, please get in touch. We are always happy to help and will respond as soon as we can.

As each piece is handmade, subtle variations in texture, finish and form are a natural part of the making process and contribute to the individuality of the piece.

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Bespoke, Heirloom & Memento Mori Commissions

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Our bespoke work is a collaborative process, allowing us to create something deeply personal and made specifically for you.

For bespoke, Heirloom Gold Alchemy and Memento Mori commissions, a 50% deposit of the quoted price is required before work begins. The remaining balance is payable on completion and before the finished piece is collected or dispatched.

Before beginning, we will discuss the design, materials, stones, estimated timescale and cost with you. For Heirloom Gold Alchemy, we will assess the jewellery and precious metals you bring to us before confirming how they can best be transformed.

Memento Mori and memorial commissions may involve particularly personal materials or objects. These are handled with sensitivity and care throughout the making process.

Once a design has been approved and making has begun, significant changes may incur additional costs.

As bespoke, personalised, Heirloom Gold Alchemy and Memento Mori pieces are created specifically for you, they cannot usually be returned or exchanged unless faulty. This does not affect your statutory rights.

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Made to Order

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Many pieces in our collections are made to order especially for you.

Making times vary depending on the piece and will be indicated wherever possible before purchase. As each piece passes through our hands individually, we ask that you allow for the natural rhythms of the making process.

If you need a piece by a particular date, please contact us before ordering and we will let you know what is possible.

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Privacy & Safety

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Your privacy is important to us. Personal information provided when making an enquiry, placing an order or commissioning a piece is used only where necessary to provide our services, fulfil your order and communicate with you.

Payments made through the website are processed securely through our payment providers. We do not store your full card details.

We do not sell your personal information to third parties.

For full details about how your information is collected, stored and used, please see our Privacy Policy.

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Payment Methods

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We accept major credit and debit cards, PayPal and the payment methods displayed at checkout.

Flexible payment options are available through Klarna, PayPal Pay in 3 and Clearpay, subject to the individual provider’s eligibility requirements and terms.

For bespoke, Heirloom Gold Alchemy and Memento Mori commissions, a 50% deposit of the quoted price is required before work begins, with the remaining balance payable on completion and before collection or dispatch.

In some instances, an individual payment plan may also be arranged with us in advance. Please get in touch before beginning your commission if you would like to discuss this.

All other orders are payable in full at the time of purchase, unless using one of the payment options available at checkout.