Frequently Asked Questions
Do you ship to my country?
We offer worldwide shipping and are happy to send to BFPO and PO Boxes if asked.
Do you offer an engraving service?
Our artisan engraver offers a hand engraving service on selected items sold by us and also your own pieces if they are suitable for engraving (sadly, not all items are).
Hand engraving is the art of removing metal to create your chosen design through the use of manual tools. The charge for this service depends on the number of letters but prices begin at £10.
My item is a gift for someone - do you offer gift wrapping?
All jewellery items are presented in a pink organza bag with a jewellery care card inside a sturdy and high quality matchbox style black box to prevent damage during shipping. If you want a little more luxury, you can upgrade your jewellery box to a high quality deluxe box which includes our gift wrapping service for FREE!
If our standard box sounds amazing enough, you have the option of adding on our gift wrapping service to a standard box at the checkout. Further information can be found here.
We are happy to ship directly to the recipient's address too - just let us know where they are!
Are all of your items silver?
All of our items are .925 Sterling Silver unless otherwise indicated on the item page.
How do I find out my ring size?
Our rings are available in a wide range of standard ring sizes. If you do not know your exact ring size, most jewellers will measure for you for no charge. Further sizing information (including how to convert your size) can be found here
My order has arrived damaged - what do I do?
If there is any transit damage to the goods, shortages or incorrect goods, it is your responsibility to let me know within 3 days of receipt. (All goods are sent using a tracked service, so if someone is signing for the goods on your behalf, please remember that this policy will still apply).
Any faulty/damaged items must be reported including photographic evidence and either a full refund or an exchange will be provided upon return. I do not accept any responsibility for items not received by me so please use a tracked service. For further information on our returns policy, please click here.
I have paid for upgraded shipping, when will my item arrive?
This is a great question! All items are made by hand, so the processing time doesn't change even if an upgraded postage option is selected (so if an item takes me 2-3 days to make, it will still take me 2-3 days to make - the difference with upgraded postage is that when the item is made, it will be sent out using the postage option that you choose during checkout). So, for example, a spinning ring takes 3 days to make. Person 1 chooses standard first class postage. Person 2 chooses next day delivery. Their items will be taken to the post office on the same day (as the items take the same amount of time to make) but person 1's item is posted first class, while person 2 gets theirs posted special delivery.
I think my item is lost - what should I do?
Please check the postal option that you chose at the checkout, and check our estimated delivery timescales here. If the time has passed, please contact us and we will be happy to resend or refund. Replacements for non received items will not be sent until maximum delivery date has passed from the dispatch date.
Do you accept returns if I change my mind?
Absolutely. You have 14 days, from receipt of cancellable goods, to notify Songs of Ink and Steel if you wish to cancel your order or exchange an item. Items that are personalised, bespoke or made-to-order to your specific requirements are non-refundable, unless faulty. Read our full returns policy here.
My jewellery is tarnishing - help!
All items come with a care card to help you keep your jewellery looking new. We recommend cleaning with a soft cloth regularly to keep items looking as new. If your item starts to tarnish, don't panic - it is very easily remedied. All you need is a squirt of lemon juice and a teaspoon of baking soda. Pop it in the mixture (or squirt it onto a cloth) and give it a little rub and it will come up as good as new. Songs of Ink and Steel are happy to re-polish for you for no charge if you would prefer, all you need to do is pay for postage both ways. Don't be tempted to use ultrasonic or harsh cleaners as these may damage your jewellery.
My jewellery has developed a fault - what can I do?
In the unlikely and unfortunate case your item should be faulty, you are entitled to a refund or repair within 6 months of receiving the item, but only if the fault was due to a flaw within the way the piece was initially made and not if it is damaged from misuse or wear and tear.
Fair wear and tear is not a fault and you have no right to return,refund or exchange if a problem arises because of failure to follow any care instructions you were given on purchase. Please do not assume that because other items of jewellery that you may own tolerate a level of wear and tear that all items can be treated the same.
How can I contact you?
You can contact us by filling out our form here. We aim to answer all enquiries within 24 hours.
I've made a mistake on my order, what should I do?
If you have made a mistake on your order (it happens!) please contact us immediately so that we can correct the mistake as soon as possible. Please take care when ordering as personalised items that have already been made are non-refundable.