Question 1

Returns and refund policy

Accepted Answer

Thank you for choosing Totem Jewellery, where every piece is handcrafted with care, and customer satisfaction is a top priority. However, if you are not entirely satisfied with your order, we are happy to accept returns and offer a refund.

Cancellations 
For eligible items, orders may be cancelled at any time after purchase and within 14 days of delivery.
To request an order cancellation, please complete and submit the Order Cancellation Form available on our website under the "More" section within the cancellation period.
Please note that customised or personalised items cannot be cancelled once production has begun.
Due to hygiene reasons, earrings are also exempt from cancellation and return unless faulty.

Returns 
Returns on eligible items are accepted within 14 days of delivery. To qualify for a return, the item must be:
Unworn and in its original condition
In its original packaging
Not a customised or personalised item

If you wish to return an eligible item, you must first submit an Order Cancellation Request using the cancellation form available on our website within 14 days of receiving your order.
Once your cancellation request has been received and approved, we will provide instructions on how to return your item. Return shipping costs are the responsibility of the customer unless the item is faulty.

Refunds
Upon receipt of a returned item, an inspection will be conducted, and notification will be sent regarding the approval or rejection of the refund. If approved, the refund will be processed within 5-7 business days to the original payment method.

Faulty or Damaged Items
For items that arrive damaged or faulty, contact must be made within 48 hours of delivery, along with photos of the issue. A repair, replacement, or full refund, including return shipping costs, will be provided.

Exemptions
Due to the nature of handmade products, the following items cannot be returned:
Personalised or custom-made jewellery (including engraved or bespoke designs)
Earrings (for hygiene reasons, unless faulty)
Sale or clearance items

Question 2

Shipping information

Accepted Answer

Domestic Shipping (UK)We offer Royal Mail Tracked 48 with Signature for all UK orders for £6.50.Tracked delivery within 2-3 working daysSignature required on deliveryTracking number provided once dispatched International Shipping (not including USA)All international orders are sent via Royal Mail International Tracked & Signed for £15.Delivery usually takes 3-7 working days, depending on the destinationFully tracked with signature required upon deliveryShipping times may vary slightly due to customs or local postal servicesPlease note: Customers are responsible for any customs duties or import taxes that may apply in their country.USA Shipping All USA orders are sent via Royal Mail International Tracked & Signed for £33.Delivery usually takes 5-7 working days.Fully tracked with signature required upon deliveryShipping times may vary slightly due to customs or local postal services​PLEASE NOTE: For our customers in the United States, new US import regulations have significantly changed the process for parcels arriving from the UK.​Mandatory PDDP service and adjusted shipping costs:We are now required to use Royal Mail's Postal Delivered Duties Paid (PDDP) service for all US-bound parcels. The cost of this service, which includes all US import duties, taxes, and handling fees, is now integrated into our US shipping prices.​This means shipping cost to the USA is higher, however, the shipping price you see at checkout is the full, final cost for shipping and you should not face any unexpected customs fees or charges when your parcel is delivered.

Question 3

Gift cards

Accepted Answer

Thinking about gifting someone special something truly unique and handcrafted, but not sure which piece they’d love most? Our digital gift cards are the perfect solution. They let your loved one choose a meaningful piece they truly connect with.

How do they work?

When purchasing a Totem Jewellery gift card, you'll simply need the recipient’s email address so we can send it directly to them.
The email will include everything they need to make a purchase with ease:
– The amount gifted
– A unique gift card code
– The date of purchase
– The expiry date (2 years from the purchase date)

Gift cards can be used on any item in our collection.

Question 4

Jewellery Care

Accepted Answer

At Totem Jewellery, each item is handcrafted using quality materials like Sterling Silver and gold plating. These can naturally change over time. To keep your pieces looking their best:

General Tips
Avoid water, perfumes, lotions, and cleaning products.
Remove your jewellery before sleeping, swimming, or exercising.
Store pieces in a dry place, separately, to avoid scratches and tarnish.

Sterling Silver
 Gently polish with a soft silver polishing cloth if it tarnishes. Regular wear helps keep it bright.

Gold-Plated Jewellery
 Gold plating can fade over time, especially with exposure to water, sweat, and friction. 
Clean gently with a soft, damp cloth—avoid polishing cloths or abrasives, as they can wear away the plating.

Question 5

Custom pieces

Accepted Answer

I am afraid that at this moment in time, we are unable to offer a custom piece service.

FAQ

Returns and refund policy

Shipping information

Gift cards

Jewellery Care

Custom pieces