FAQs– Fired Rose Jewellery

Where is my order?

Please allow 5-7 working days for your order to arrive at your UK delivery address if your items were in stock at the time of ordering.

For items that are out of stock please allow up to 2-4 weeks as I hand craft all jewellery to order and need to allow time for casting and hallmarking which includes posting.

Additionally, please check your address is correct on your order. If your address is incorrect, please contact me sarah@firedrose.co.uk including your name, order number and additional info. Please note: If the address is entered incorrectly at checkout and your order is returned to us you are responsible for additional shipping costs.

How fast are orders processed?

For items in stock, I aim to post these to you within 5-7 working days which should arrive with you the next day, depending on the shipping you choose at checkout.

I keep a minimum stock level to remain as sustainable as possible by reducing waste. I make most items to order which involves processes like casting and hallmarking. By focusing on this type of sustainable manufacture, it means that I need a little extra time to make your order.

For items that are out of stock please allow up to 2-4 weeks to make, hallmark and send out to you.

Be sure to note the estimated shipping time at the top of my homepage.

I need my order for a specific date. Can you do it?

I will always aim to meet your expectations for a special date. Please get in touch if you would like your jewellery by a certain date as I would love to help where I can.

How long does shipping take?

After your item has been dispatched, they should take the following amount of time.

Royal Mail Special Delivery: Next day guaranteed delivery by 1pm.

PLEASE NOTE: There may be delays due to postal strikes which are out of my control.

Am I able to change my order once it has been placed?

As soon as you can, just email sarah@firedrose.co.uk to change an order or update your shipping information. Please note that I am unable to cancel or update your order once it has been personalised or shipped.

Can I cancel my order?

You can cancel your order if it hasn't been shipped or personalised yet. please email sarah@firedrose.co.uk with your order number. This excludes custom orders and fingerprint jewellery.

If your order has already been shipped, please await delivery and then return your item(s) to us in their original packaging for a refund (shipping excluded).

Please note due to hygiene reasons earrings cannot be returned.

There is an item missing from my order

Please contact sarah@firedrose.co.uk with your order details for more information. Please note some items may be posted separately. You will be contacted beforehand if that is the case.

I have received the wrong order

Please email sarah@firedrose.co.uk to inform us of the error, then return your incorrect item back to us in its original packaging using the return form. I will cover your postage costs.

I think my package may be lost

If your package is showing as delivered and wasn’t, please email sarah@firedrose.co.uk I am happy to look further into it for you! Once I have dispatched the goods, I will e-mail you. If you haven't received your order within the specified time of delivery requested, please e-mail me.

Why hasn’t my package been shipped yet?

Your order is important to me, but sometimes unexpected delays occur when I use a third party. Items are made-to-order so please be patient and allow more time for me to make, wrap, pack and send your order.

Can I make an exchange/refund?

If for any reason you are unhappy with your item, please contact me immediately by emailing sarah@firedrose.co.uk (This must be done within 14 days of receiving your jewellery).

I will accept items that have not been worn or damaged in anyway. Due to hygiene reasons, I cannot accept exchanges or returns for any earrings.

Other non-returnable items:

Gift vouchers
Earrings
Bespoke Jewellery
Gift Wrapping

The buyer is responsible for the cost of return shipping of goods. Delivery costs are non-refundable.

Can I refund my bespoke order?

Unfortunately, I cannot offer a refund or exchange on bespoke items.

The item I want to purchase is out of stock, what can I do?

If the item you'd like to purchase is out of stock, please contact me sarah@firedrose.co.uk I can advise as to when the item is due to be back online or can make the order especially for you.

My jewellery is faulty, what should I do?

If you think your item needs to be repaired or replaced, please contact me at sarah@firedrose.co.uk with some photographs and description of the issue, I will be happy to assist.

How will my order arrive?

Your order will arrive in fully recyclable, gift-ready packaging and tissue paper, with a care card and polishing cloth.

If you are purchasing multiple pieces they will be wrapped and sent in the same box. If they are gifts for different people or if you want them wrapped in separate boxes, please specify at the time of order.

Do you offer gift wrapping and personalised gift notes?

I love to help in sending a special message to that special someone! Please specify on your order and I will include a gift note with a handwritten personalised message.

Do you have a premises I can visit?

Not yet. I am working on having a purpose-built studio you can visit where I can make jewellery, assist you and run workshops from!

How can I find out about new collections and exciting offers?

Do you offer payment plans?

Unfortunately, not currently.

What payment methods do you accept?

I accept all major credit/debit cards, Apple Pay and PayPal.

I forgot to use my discount code at checkout

Once you have placed and order, discount codes cannot be applied to orders placed retrospectively but you can always use it next time! To avoid disappointment, I can send you a gift voucher to the value of the discount you missed out on to gift to someone else or use on your next purchase.

Do you offer discount on multiple item purchases?

I believe my prices reflect the craftsmanship put into every piece. This includes the time spent on training, tools, materials and the design and making of each piece. If multiple items are ordered and you want to discuss the possibility of a discount, do get in touch with me sarah@firedrose.co.uk where I will be happy to discuss this further.

Where do you make your jewellery?

I make all the jewellery, by hand in my studio in Norfolk.

What metal do you use?

All jewellery is made from mostly recycled Sterling Silver and 9ct solid yellow Gold, white gold and rose gold. I constantly recycle metal in house too, so nothing ever goes to waste! I never apply gold plating, vermeil, fill or use base metals.

Where are your chains from?

I buy chains from trusted suppliers here in the UK.

What is sterling silver made of?

925 Sterling Silver is an alloy made of 92.5% pure Silver and 7.5% Copper.

What is 9ct gold?

9ct Gold contains 37.5% pure gold mixed with 62.5% of differing metals including Silver and Copper.

Do you customise pieces?

Depending on the piece, I can do. Please send your enquiry with specifications to sarah@firedrose.co.uk

Do you make wedding bands?

I do offer a bespoke wedding band service designed around my current collection and love to be a part of your special day. Please email me sarah@firedrose.co.uk to talk further.

When should I remove my jewellery?

Fired Rose pieces are made for everyday wear. Necklaces can be very delicate and need to be handled carefully so you can enjoy and wear them for as long as possible. All jewellery in the collection can be worn to bed, in the shower, and to swim.

Does 9ct Gold colour fade?

No, it will retain its colour forever.

How should I clean my jewellery?

For light cleaning, I recommend soaking in a mild solution of dish soap and warm water with a soft toothbrush or a polishing cloth which I provide with every purchase.

A member of my family has passed away. Can you take their fingerprint and use it for your fingerprint jewellery?

Yes, I can. Memorial jewellery is a very emotional and powerful item of jewellery to own, and I take great pride in every piece I make. I can either send a fingerprint kit to you with full instructions on how to obtain the print or I can visit the funeral parlour and take the print for you. This service is chargeable depending on the location.

I’ve lost my fingerprint jewellery! Do you keep the print on file, and can you make another one for me?

Yes, I can! I keep all fingerprints on file for 10 years unless you decline this service. I can re-use the print and make multiple items of jewellery from it.

I’d love to make my own jewellery. Can you show me?

Absolutely! I love to teach what I do and run group workshops in Norfolk four times a year. Visit the ‘workshops’ tab to find out more.

I have a group who want their own jewellery making workshop. Can you run one for just us?

I love to run group workshops. They are so much fun!

Whether it’s for a special occasion like a hen do or birthday or just a group of friend’s or craft group who want to get together and make their own jewellery. I run private jewellery making workshops at a date suitable to us both for 4-10 people.

Currently they are run from a private room at Erpingham House in Norwich where all refreshments and lunch are provided. This can be tailor made to suit your party to include alcohol if required.

I can also run the workshop at a venue of your choosing if you would prefer to supply the food and drinks.

Can you travel to other parts of the UK to teach your workshops?

Yes. I love teach people how to make jewellery and I’m willing to travel to the UK or overseas. This would be subject to travel expenses and mileage. Please get in touch via email sarah@firedrose.co.uk and we can discuss your requirements further.

Do you offer one to one training?

My studio isn’t set up for one to one training at present. I can, however, recommend a very talented jeweller locally where you can go.

Workshop Terms & Conditions

Safety in the Studio

Please read the following information regarding health and safety in the studio.

• No open toe shoes are to be worn in the studio, as we work around heavy objects, chemicals and heat

• Students and visitors are not to use any of the tools or equipment in the studio without prior instruction

• Students and visitors are not to use any key pieces of equipment e.g. kilns, torches etc. without the support of a tutor

• The main fire exit is located at the entrance to the studio

• Any accidents must be recorded in the accident book

• If you are having any problems or you spot a health and safety hazard, please alert the tutor immediately.

Terms and Conditions

Please note, by booking a course or class with us, you are agreeing to be bound by our terms and conditions. We reserve the right to change these terms and conditions at any time. Any changes are effective as soon as they are posted on our website and it is your responsibility to check our terms and conditions whenever you use the website or online booking system and your continued use of the website will signify your acceptance of our latest terms and conditions.

Cancellation Policy

Places on our courses and classes are limited. We regret that we cannot offer refunds or transfers on any of our courses if you are unable to attend for any reason. If you are booked on a class or course and you do not turn up on the day for any reason, no refund will be given. If you turn up and we consider you to be incapable of working safely due to alcohol, drugs or general ill-health or fatigue, you will be excluded from the class with no refund. We reserve the right to exclude any student we feel may be a danger to themselves or other students. Please always phone to let us know if you can't attend or are going to be late. We strongly suggest you take out travel insurance and check if this covers the class costs should you have to cancel.

Our class descriptions on the website and Facebook explain the content of the class, the level of previous experience required and any additional costs you may incur in attending the class. It is your responsibility to ensure you book on a relevant class and fully understand what is involved, additional costs you will have to pay and our terms and conditions.

Occasionally we may have to cancel a course. You will always be offered an alternative date or a refund. We will give you as much notice as possible, however, we cannot be held responsible for your travel or accommodation costs. When you book a place you are agreeing to the above terms and conditions.

Statutory Rights

None of the above affects your statutory rights.

We at Fired Rose respect your privacy and will never share your personal information with any third party, other company or individual unless it is part of our service or unless we are required to by the Law. This is in accordance with the Data Protection Act 1998.

Any information that we collect from you will be voluntary offered, for example through forms and emails. All this data will be treated in confidence and will only be used for the purpose that it is intended.

Your email address may be added to our mailing list so that we can use it to send out our newsletters or contact you about special offers, however you can unsubscribe to this at any time.

Any financial details given to us directly or sent via the website will not be stored or collected. This information is confidential and we will not keep or share these details with anyone.

Disclaimer

The content of our website and all information given to you by Fired Rose is for your general use and information only. We reserve the right to change any of our content at any time. The provider is not liable for any use of the website or reliance on the content, nor are they liable if the website is unavailable for any reason.

Fired Rose is a company registered in England and Wales. Registered address: Deacon House, 22 Blofield Road, Brundall, Norwich, NR135NN.

By booking a class with us please be aware that you are agreeing to these terms and conditions.