Frequently Asked Questions

Here’s a selection of our most frequently asked questions. If you have any other queries that are not addressed here please get in touch via our contact form

Do you accept custom and personalised orders?

Although we do not offer an entirely bespoke design service, we can make variations of our existing designs. So if you would like a different metal, textured finish, chain, size, stone or flower etc then please just get in touch to discuss your requirements. You are also welcome to send us your own flowers – such as wedding flowers – to be made into jewellery.

Please note that during busier periods this may take much longer so please give us plenty of notice.

When will my order arrive?

Items that are already in stock will be dispatched within 2 working days. If your item is being made to order, please allow between 3-7 working days for your item to be made prior to dispatch. Please note that during busier periods this time may increase so please check the individual item description as specific production times will be shown there.

If you are under any doubt or need your item in a hurry, please contact us with your query.

Once your order has been dispatched the estimated delivery times below will apply. You will need to sign for your parcel upon delivery.

  • United Kingdom: 1-5 business days
  • North America: 7-14 business days
  • Europe: 7-14 business days
My order hasn’t arrived, what should I do?

We send all of our orders via Royal Mail. They usually arrive very quickly but in the unlikely event that you do not receive your parcel or if it arrives damaged, please do contact us directly so we can assist.

My order has incurred customs or import duty, who should pay this?

Velvet Design Co is a UK based business. Customers outside of the UK are responsible for any customs and import taxes that may apply to their parcel. Please note that in some cases delays can occur due to customs processes, this is something that is outside of our control. In this instance please contact the applicable authority to resolve

Where can I find product measurements?

All measurements are noted in our product descriptions. However, if we have missed something or you need more detailed information then please contact us directly and we’ll be happy to help.

What is gold filled?

You will notice that we LOVE gold filled jewellery.

Gold filled jewellery is made by mechanically bonding a solid layer of real gold to a base metal core. Our gold filled jewellery uses 14k gold which is very hard wearing. It will last 10-30 years when cared for properly. In comparison, gold plated jewellery may peel, flake and fade within 12 months. So gold filled jewellery is great for those special pieces that you want to enjoy for years to come.

The gold layer must equate to 1/20th the weight of the item at a minimum.

We try to use recycled and reclaimed gold and silver where possible.

I have sensitive skin, can I wear your jewellery?

Our jewellery does comply with EU legislation and does not contain lead, nickel or cadmium. However, this will depend on the type of allergy you suffer from so please check with your GP if you are unsure.

I need a jewellery repair, can you help?

Absolutely! We want you to enjoy your jewellery for years to come so we understand how upsetting it is when accidents happen. Please get in touch to let us know what you need and we will provide a fair quote to repair your item where possible.

Please note that we only repair Velvet Design Co jewellery.

How should I care for my jewellery?

Please refer to our Jewellery Care Guide. You will find this linked to each product description. To reduce waste, we do not supply printed jewellery care guides with our products. However, if you are purchasing an item as gift and you would like a care slip, please get in touch via our contact form

Do you provide gift boxes or pouches?

All pieces will be carefully wrapped in simple tissue paper and presented in a Velvet Design Co “seed packet” style kraft envelope.

We do not provide jewellery boxes or pouches as standard; this allows us to offer free UK delivery and to reduce waste.

All of our packaging is recyclable including our packing tape which does not need to be removed prior to recycling. We believe that our products speak for themselves and do not require excessive packaging, luxury does not have to be wasteful.

Do you offer a gift wrapping service?

We do not offer gift wrapping as standard, again this is to reduce waste and to reduce processing times. Your item will be sent in protective packaging to ensure it reaches you safely and in perfect condition.

Can I place a wholesale order?

We do not currently offer our products at wholesale but do feel welcome to contact us and register your interest as this is something we hope to offer in the future.

Do you have a shop I can visit?

We work from our home studio and sadly do not have a brick and mortar shop. However, we do often trade at events around the UK and love to meet customers face to face! Please follow our instagram account @VelvetDesignCo to keep up to date with any events and happenings.

Who makes your jewellery?

All our pieces are designed and made from our home studio here in the U.K by Velvet Design Co owner, Helen. We hold ourselves to a very high standard and source the best quality materials. Helen is a trained silversmith with a fine art background, she makes every piece you see here on our website.

Are you interested in collaborating?

Bloggers and fellow creatives are welcome to contact us to discuss teaming up on a project. Please note that we do not offer free products in exchange for reviews.

We would ask you to consider our brand ethos prior to getting in touch as any collaboration would need to align with our ethics as an all-inclusive and vegan friendly brand.

As we receive such a high volume of requests for a two person team, we are unable to reply to everyone but please know we appreciate you!