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?

I do accept a limited number of custom orders each month. Please feel welcome to get in touch to discuss your requirements via my website contact form. I can also work with your own flowers if you wish but I do not work with feathers, leather, shell or any other animal derived materials. I work exclusively with flowers and the other materials shown on my website.

Please note that during busier periods – such as Christmas – custom orders may not be possible or may require much longer production times.

When will my order arrive?

All items are made to order, unless otherwise stated. Please allow between 7-10 working days for your item to be made prior to dispatch. Each and every item is handmade to order by me (Helen) in my Hertfordshire studio. I do close the studio at weekends so Saturday and Sunday will not be considered working days. Please note that during busier periods these times may change 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 me with your query prior to ordering.

Once your order has been dispatched the estimated delivery times below will apply. You will need to sign for your parcel upon delivery whether you are within or outside of the UK.

  • 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?

I send all 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 me directly so I can assist. At present, I have noticed some brief delays due to the impact of Covid-19 so this is worth keeping in mind.

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 unfortunately outside of my control. In this instance please contact the applicable authority to resolve. Please note that due to the impact of Covid-19, international deliveries and customs processes are taking longer in most countries.

Where can I find product measurements?

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

What is gold filled?

You will notice that I LOVE gold filled jewellery.

Gold filled jewellery is made by mechanically bonding a solid layer of real gold to a base metal core (usually jeweller’s brass). My gold filled jewellery uses 14k gold which is very hard wearing. It will last upwards of 10 years when cared for correctly. In comparison, gold plated jewellery may peel, flake and fade within 6-12 months. This means gold filled jewellery is great for those special pieces that you want to enjoy for years to come and a very affordable alternative to solid gold.

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

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, it is possible to develop allergies to any metal so please check with your GP first if you are unsure about any allergy you may be concerned about prior to purchase.

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 full printed jewellery care guides with our products. We do however provide a small card with some important basic care information and directions to follow the full instructions on our website. If you are gifting jewellery, please be sure to pass this card on to the recipient.

Do you provide gift boxes or pouches?

All pieces will be carefully wrapped in pretty tissue paper and presented in a jewellery pouch.

We do not provide jewellery boxes as standard; this enables us to minimise packaging waste and delivery costs. We also do not include any invoices or prices which is helpful if you are sending gifts.

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, we believe that luxury shouldnt 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 a pouch and wrapped in tissue paper and then sent in a protective, tissue lined box 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 we hope to in the future. We will provide details here on our website when we are able to do so.

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 for a chat! 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, source the best quality materials and pay lots of attention to the details. Helen is a trained silversmith with a fine art background, she hand makes every single piece you see here on our website.

Are you interested in collaborating?

Fellow businesses and creatives are welcome to contact us to discuss teaming up on projects such as photoshoots, editorial pieces and product/design collaborations. We do not offer free jewellery in exchange for reviews or social media shares etc.

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!

Can I include a note in my order?

Of course! You will need to complete the full checkout process; there will be a box to include a short note for your recipient there. You will not be given this option if you use the payment shortcuts within the product pages however. So it is important you use the full checkout process. Unfortunately, we cannot add a note if it is not included at the checkout. Please keep notes short (1-2 sentences max) as our notecards are very small. Thank you.