Frequently Asked Questions
COVID-19 Update 13/06/20
Online orders have increased with COVID-19, and as a result, couriers and the Royal Mail are experiencing some delays. Whilst we expect your Purchase to arrive in 2-3 business days, please allow up to 14 days for your delivery. Collection in store will be available again shortly.
What payment methods do you accept?
Click here for details of our payment methods.
What are your delivery charges?
Collect in store: Free
£0.99 to £39.99 Standard Delivery £4.50
£40.00 plus, Free Delivery
1-3 working days estimated delivery time
£0.99 - £49.99 - Standard Delivery £7.45
£50.00+ -Free Delivery
4-5 working days estimated delivery time
£0.99 - £49.99 - Standard Delivery £9.50
£50.00+ - Free Delivery
6-10 working days estimated delivery time
Australia & New Zealand
£15.00-£49.99 - Standard Delivery £12.95
£50.00+ - Free Delivery
9-15 working days estimated delivery time
£15.00+49.99 - Standard Delivery £14.95
£50.00+ - Free Delivery
10-16 working days estimated delivery times
Notes & Exclusions
With regrets, we are unable to post our candle & diffuser ranges outside of the United Kingdom.
Delivery times are estimated and relay on various factors such as delivery company, Customs & Clearance etc. If you are concerned about your delivery schedule or require an express delivery option contact us at Hello@twelvesilvertrees.com
All our products come from ethical suppliers and artisans. All items are guaranteed to be a minimum of 925 Sterling Silver (92.5 parts in 1000) unless otherwise stated. Some items carry a full Uk Hallmark while others are stamped 925, due to the size or delicate nature of some of our designs. This is in compliance the UK Hallmarking laws and regulations.
Where are you located?
Twelve Silver Trees Jewellery is located in the heart of Leicestershire in the United Kingdom. We have many world wide clients through our website & our Etsy.com store so we think of ourselves as international! Our new retail store is now open at 16 Malcolm Arcade, Leicester, LE1 5FT.
How long will it take to receive my order?
Orders generally ship within one business day, and the estimated delivery time is 1-3 working days depending on Bank Holidays etc. Our Standard UK shipping is free on orders over £25.00.
We will shortly be introducing an Express Delivery service (Next Day Delivery) keep checking back with us for more updates.
International Shipping has an estimated delivery time of 4-10 working days depending on destination. We currently we use Royal Mail for all deliveries. This may change in the future but the website will be updated if this happens.
We accept payments by Shopify secure payment gateways and via PayPal. Your payments are safe and secure, we don't even receive your debit/credit card details or any other of your financial details. We also accept cash, Credit/Debit cards in person.
Is it possible to return or exchange the Jewellery I have purchased
Of course! If you aren’t happy with your purchase, you can send it back to us within 14 days of receipt for a full refund or exchange (T&C apply) Please see our dedicated Refund and exchange policies Here. If in doubt, drop us an email at firstname.lastname@example.org.
Problems and complaints
Please let us know if you are not happy with any aspect of our service. Email us at email@example.com and mark the email subject 'urgent response required'. In your email please tell us the full details of the issue concerned, items purchased and your full contact details. We aim to deal with any issues that occur promptly and professionally and we will do our best to resolve any problems.
My purchase is a gift, do you offer a gift wrapping service? Can I include a personalised message?
We will soon be launching our new concierge service which will include Jewellery box upgrades, personalised messages and luxury gift wrap. If you have any special requirements in the mean time, just let us know, we will do our best to accommodate any requests.
How do I clean my tarnished silver jewellery?
We recommend using liquid silver polish to make tarnished silver shine again. You can pick up liquid silver polish at most jewellery shops, supermarkets or online retailers such as Amazon or eBay. Just dip the jewellery items in the cleaning solution quickly and rinse off with water immediately afterwards or use a paste and a soft cloth to remove the tarnish and polish the silver. Silver polishing cloths are also widely available and are perfect for larger items such as bangles, chains etc. For more information on caring for your silver jewellery visit our blog post here.
Do you offer a repairs or resizing service? How do I get my items safely repaired?
We do not currently offer a repairs or resizing service. Be sure to leave your chosen jewellery shop/repairs provider with a receipt that specifies as many details of your jewellery items as possible, including the type of metal, the length of any chains, the weight of the piece, the size and type of any gemstones, a "map" of any diamonds, any flaws or imperfections, and the insured value if known.
Can I sleep in my Sterling Silver jewellery?
It is not a good idea to sleep in fancy earrings or necklaces. This can potentially dent or bend earrings, and even cause stretching of chains.
If you have questions that are not covered in this section please contact us by email, Facebook or through the messenger service.