FAQ

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

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 ShippingInternational shipping is not available at the moment

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.

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.

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