I have a question – Who can I ask?

We’re always here to answer any questions that you might have. And, we love chatting! Just drop us an email using our Contact Form, and we will get back to you as soon as possible.


I don’t know my ring size – Can you help?

We recommend that you have your finger sized prior to buying one of our handmade rings. All rings are made to order, and as such, we are unable to accept returns of rings that have been ordered in the wrong size.

If you’re an international customer and know your ring size but aren’t sure what size it is in UK sizes, just leave your size as an Order Note at checkout, stating clearing ‘US size’ or ‘EU size’ for example. We’re happy to convert your size into UK sizes for you. Alternatively, please refer to this useful ring size chart by clicking here. If you’re still unsure of your size, please don’t hesitate to contact us using our Contact Form and we will be happy to assist you.


How long will it take for my order to get to me?

At When Caitie met Soda, all pieces are handmade and made to order. For this reason we ask you to allow up to three weeks for your piece to be made.  If you’re in the UK, once posted your order should reach you within 1-2 days. For international customers, please allow slightly longer for your order to reach you (1-2 weeks). We will always get your order out as quickly as possible, but, if you’re in a hurry, please contact us using our Contact Form and we will do our best to accommodate you.


Postage

We post all of our orders with Royal Mail, and are tracked and fully insured, so you can be assured that your individually handmade pieces are in good hands. Postage within the UK is a flat rate of £3.00 per order, Europe: £3.50 per order and for all other international destinations, including the United States: £6.50 per order.


Do you ship oversees and to P.O. boxes?

Yes! We’ll ship your package anywhere that can accept deliveries.


What’s your return policy?

We really hope that you’ll love your order, but if for any reason you wish to return any part of your order, we’ll be happy to help. Please contact us using our Contact Form, and let us know that you wish to return your order. Please note that you have 7 days to return your order from the date that you receive your order. Please ensure that you repackage your order securely, including a copy of your invoice (or order number), name and address. Customers are responsible for the cost of returning orders.

Please note* For hygiene reasons and in compliance with EU regulations, earrings are non-refundable. Bespoke or customised pieces are also not refundable. We are also unable to offer refunds for rings ordered in the incorrect size. If you are uncertain of whether or not you are eligible to return something, please do not hesitate to get in touch.


Jewellery Care

It is normal for silver and gold to tarnish over time. This can be due to a number of factors, such as exposure to water, heat, chlorine, chemicals found in the body, reactions on skin, as well as exposure to products and perfumes. It is for this reason that we recommend that you avoid exposing your silver and gold jewellery to these things, where possible. For example, apply body moisturisers and perfumes before putting on your jewellery and remove all jewellery before you get in the shower, go swimming, etc., If you would like to have your handmade When Caitie met Soda jewellery cleaned and restored, please don’t hesitate to get in touch.


 Metal Prices

All When Caitie met Soda jewellery is made from only the finest materials, and as such, prices are subject to revision according to fluctuations in bullion and currency exchange rates.


Hallmarking

In accordance with the Hallmarking Act (1973), all of our sterling silver jewellery items are Assay standard and hallmarked when over the required 7.78 grams. All solid gold items over the required 1 gram limit are also hallmarked and certified by Assay. Please note that having pieces hallmarked is factored into the lead time required for preparing orders and into the price of items.


How will my order arrive?

Your handmade When Caitie met Soda jewellery will arrive in luxurious packaging, with a hand-stamped gift-tag. If you would like your gift-tag to be personalised, please just leave a note at checkout with your required message.


Exchange Rates

As we’re a UK based independent business, all of our prices are listed in GBP. Our payment system of choice, PayPal, should automatically convert your order to your currency during the payment process. However, if you are uncertain, please be sure to check live exchange rates.


I’ve still got questions!

No problem. Just contact us using our Contact Form and we’ll get back to you as soon as possible. And if you just want to chat, that’s cool too. We love a good chinwag!