Frequently Asked Questions

1. How do I know when my order has been received?

We will contact you within 1 working day of receipt of Order to confirm the order with you and to inform you whether the item is in stock, the expected delivery dates and the delivery service charge. If the item is not in stock we will inform you of the delivery time accordingly. We will respond to all customer enquiries within 2 days of receipt of your enquiry.

2. How can I check on an order that I placed on naomisheppard.com?

Please do not hesitate to contact us regarding the current status of your order on +44 (0) 773 693 4075 between the hours of 9.30am – 5pm Monday-Friday.

3. How will my order be shipped and when should I expect to receive it?

For mainland UK deliveries, your order will be sent by Royal Mail Special Delivery and the charge is £6.00 postage & packing, please allow 1-2 working days if the item is in stock and up to 14 days if the item is not in stock. We will confirm availability on receiving your order.

4. Do you accept overseas orders and what are the delivery charges?

Overseas delivery is charged at £15 per order. Please allow 14 days from date of dispatch for the delivery of all products you have purchased on our website, delivery charges and times may vary, for details please telephone us on +44 (0) 773 693 4075 between the hours of 9.30am – 5pm Monday-Friday. Parcels are sent by international registered post. We cannot be held accountable for delays in customs clearance and customs charges that they may apply.

If you require any additional information or would like to arrange express delivery by Fedex at an additional charge we are happy to discuss your requirements.

Please telephone +44 (0) 773 693 4075 for a quote between the hours of 9.30am – 5pm Monday – Friday.

5. What do I need to ensure when placing my order?

When placing your order it is your responsibility to provide us with a concise description of your requirements. It is also the responsibility of the customer to provide the correct information when placing an order as all items are made to order and as such we deem them to be bespoke.

Rings are made to measure in UK sizes from i – t. All ring sizes must be quoted at time of order. A charge of £21 + postage and packing will be made for any rings that are returned to us for re-sizing. All necklace chains are 18 inches unless otherwise stated.

All contact information and delivery information must be received accurately and in full to guarantee that the order is dispatched to the correct address. We also require that for security reasons you print off a hard copy of your order for your reference. In order to ensure a secure ordering service for our customers we will confirm the address of the cardholder, together with the transaction data, credit card number, expiry date, amount, currency on receipt of your order.

6. Can orders be delivered to a different address to my own?

No, if it is your first order, we can only deliver to the cardholders address. This is to protect our customers against fraud. To safeguard our customers against this, we require you to print a hard copy of your order and retain it for your records. In order to ensure a secure ordering service for our customers we may confirm with you by telephone the following information: Address of the cardholder, together with the transaction data, credit card number, expiry date, amount, currency.

7. When will my account be debited?

Your account will be debited on confirmation of your order.

8. What is your returns policy?

Due to the bespoke nature of the goods that you have ordered we are unable to offer a refund. If the goods ordered have not been personally customized we are able to offer an exchange to the same value within 14 days providing the goods are returned in their original packaging and in perfect condition. For hygiene reasons we are not able to offer an exchange on earrings. Exchanges our offered at our sole discretion. Items must be sent by recorded postal services at the customer’s expense.

9. How do I get an item repaired?

We repair items made by Naomi Sheppard. Please telephone or email us with a detailed description of what is wrong with the item and we will be happy to arrange the repair of a faulty item. For items that require repair due to negligent handling we will be happy to provide a repair quote.

10. How do you ensure the highest product standards?

All of our jewellery is hand polished and finished. Sterling silver is used and all our gold is 18 carat. The products on our website are displayed as accurately as possible.

Due to the nature of different screen resolutions we are unable to guarantee that the product images you see are an accurate representation of the actual merchandise. Images are not to scale therefore please refer to the dimensions given for each piece.

11. How is my gift packaged?

Even the tiniest of presents from Naomi Sheppard arrives beautifully packaged.

12. How do I get my Naomi Sheppard product engraved?

Naomi Sheppard offers both hand and machine engraving services on Sterling silver items. For more information about our engraving services and prices, please contact us on +44 (0) 773 693 4075 between the hours of 9.30am – 5pm Monday-Friday.

13. What is your pricing policy?

All items are subject to availability and current bullion prices. Prices may change without prior notice and items may be withdrawn at any time without prior notice.

14. Is there VAT charged online?

Naomi Sheppard is a Sole Trader and is not a VAT registered company, therefore VAT is not charged on these products.

15. How do I pay for my goods?

We accept online payment in a secure environment by credit card and currently accept the following credit cards: Visa and MasterCard.

Alternatively, a cheque for the full amount including the postage and packaging charge can be posted to Studio 723, The Big Peg, 120 Vyse Street, The Jewellery Quarter, Birmingham, B18 6NF
Cheques are to be made payable to Naomi Sheppard.
Please allow 4 – 5 working days for cheques to be cashed before goods are dispatched.

16. What if the item I wish to order is out of stock?

We will advise you if the product you have ordered is out of stock or is subject to delay. We will contact you at the email address or telephone number given on your order.

Items that are out of stock are usually available within 14 - 21 days.