Frequently Asked Questions
Straight answers on delivery, returns, payments, materials, sizing and caring for your jewellery.
Where do you deliver?
We deliver to addresses in the United Kingdom only - England, Scotland, Wales and Northern Ireland. We do not currently ship to the Channel Islands, the Isle of Man, BFPO addresses or outside the UK.
How much does delivery cost?
UK delivery is free on every order, with no minimum spend and no extra charges at checkout.
How long does delivery take?
Orders placed before 3:00 PM (UK time), Monday to Friday, begin processing the same day. Processing takes 1 - 2 days (Monday to Friday) and Royal Mail delivery a further 2 - 4 days (Monday to Friday), so most orders arrive within 3 - 6 days (Monday to Friday).
What is your order cut-off time?
Our order cut-off time is 3:00 PM (UK time). Orders placed before then on a weekday begin processing the same day; later orders, weekend orders and bank-holiday orders begin processing on the next day (Monday to Friday).
Which carrier do you use?
Every order is sent with Royal Mail on a tracked service.
How do I track my order?
Visit our order tracking page and enter your order number or tracking number. You will also find a tracking link in your dispatch confirmation e-mail.
Can I change or cancel my order?
Yes - contact us at contact@orevane.shop or on +44 7488 409654 as soon as possible, before the order is dispatched. After delivery you can still cancel within 14 days or use our 30-day returns policy.
What is your returns policy?
You can return any unworn item within 30 days of delivery under our voluntary returns policy (pierced earrings while their hygiene seal is unbroken). In addition you have a 14-day statutory right to cancel under the Consumer Contracts Regulations 2013. See our Refund and Returns Policy.
Who pays for return postage?
For change-of-mind returns you pay the return postage. If an item is faulty, damaged or incorrect, we cover the return postage in full.
How long do refunds take?
We refund within 5 days (Monday to Friday) of receiving and inspecting your return, to your original payment method. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit.
Can I exchange an item?
Yes. Exchanges are accepted within 30 days of delivery, subject to availability, with free delivery on the replacement. E-mail contact@orevane.shop with your order number to arrange it.
What if my item arrives damaged or faulty?
E-mail contact@orevane.shop with your order number and photos. We will send a replacement or a full refund at no cost to you. Your rights under the Consumer Rights Act 2015 always apply.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. We do not charge any card fees.
Are prices shown in pounds and do they include VAT?
Yes. All prices are in pounds sterling (GBP) and include VAT, and UK delivery is free, so the price you see is the price you pay.
Is checkout secure?
Yes. Our checkout runs on Shopify's PCI DSS compliant platform with HTTPS encryption, and we never see or store your full card details.
What is gold vermeil?
Gold vermeil (pronounced ver-may) is a thick layer of gold over solid sterling silver. Our vermeil pieces have a 2.5 micron layer of 18ct yellow gold over 925 sterling silver - much thicker than standard gold plating, so it lasts longer with good care. It is not solid gold, and we always describe it as vermeil.
Which pieces are solid sterling silver?
The Oval Signet Ring and the Fine Open Cuff Bangle are solid 925 sterling silver, and the Dome Hoop Earrings are hollow-formed 925 sterling silver - none of them is plated. All our gold-coloured pieces are 18ct gold vermeil on a 925 sterling silver base. The exact materials are listed on every product page.
Will my jewellery tarnish or fade?
Sterling silver naturally darkens over time when it meets air and moisture; a silver polishing cloth brings back the shine. The gold layer on vermeil can soften gradually with everyday wear, especially on rings and bracelets. Taking your jewellery off before water, sport, perfume and lotion, and storing it in its pouch, keeps it looking its best for longer.
Can I shower or swim in my jewellery?
We recommend taking it off first. Chlorine, salt water, soap and shower products can dull silver and wear the gold layer on vermeil more quickly. Put your jewellery on last - after perfume, lotion and hairspray - and take it off first.
How do I find my ring size?
Wrap a strip of paper around the base of your finger, mark where it overlaps and measure the length in millimetres. Our rings come in UK sizes K (51.2 mm), M (53.8 mm) and O (56.3 mm) inner circumference - choose the closest, and if you are between sizes choose the larger one. An unworn ring can be exchanged for another size within 30 days.
Can I return earrings?
Yes, while their hygiene seal is unbroken. Pierced earrings are sent in a sealed bag; for hygiene reasons we can accept change-of-mind returns and cancellations only while that seal is intact. Faulty, damaged or incorrect earrings are always covered, whatever the seal, and your statutory rights are not affected.
Are your earrings suitable for sensitive ears?
Our earring posts are 925 sterling silver (gold vermeil posts are sterling silver with an 18ct gold layer). Many people with sensitive ears wear sterling silver comfortably, but reactions differ from person to person, so if you know you react to a particular metal, please check the materials on the product page before ordering.
Is cubic zirconia a diamond?
No. Cubic zirconia is a lab-created stone chosen for its clarity and sparkle. It is not a diamond, and we always name it as cubic zirconia on our product pages.
Are your freshwater pearls real?
Yes. Our pendants use freshwater cultured pearls, which are grown in freshwater mussels. Because they are natural, each pearl has its own slightly individual shape, surface and lustre.
Does my jewellery come gift-ready?
Yes. Every piece arrives in an Orevane cotton pouch inside a recyclable card gift box.
How can I contact you?
E-mail contact@orevane.shop or call +44 7488 409654. Our customer service hours are Monday to Friday 09:00 - 18:00 and Saturday and Sunday 10:00 - 16:00 (UK time), and we reply within 24 hours. You can also use our contact form.
Do you use cookies?
Yes. Our cookie banner asks for your consent before any non-essential cookies are set, and you can change your choices at any time. See our Cookie Policy.
Still have a question?
Address:
89 Mowbray Road
Hartlepool TS25 2NA
United Kingdom
E-mail: contact@orevane.shop
Phone: +44 7488 409654
Customer service hours (UK time)
Monday to Friday: 09:00 - 18:00
Saturday and Sunday: 10:00 - 16:00
We aim to reply to every message within 24 hours.
Last updated: September 2026