At Imogen-mei we want our customers to buy jewellery online with confidence. Please find our Frequently Asked Questions below.  We welcome any further questions you may have regarding our Jewellery Collection.  Please email us via the Contact Us page.

Questions

1. Can I buy online with confidence? Are my details safe and secure on this site?

2. I see I can pay via Paypal through the Worldpay payment system - how does this work? 

3. I am allergic to certain metals. What is used in Imogen-mei Jewellery?

4. What does it mean when a product is available for Pre-Order?  

5. How much will delivery cost me? 

6. How long will it take for my jewellery to arrive?

7. Will my goods arrive in presentable packaging? 

8. What is your return and refunds policy? 

9. What does Original Imprinted Design^TM mean? 

10. How do I take care of and clean my Imogen-mei Jewellery? 

11. How do I find my ring size? 

12. I am interested in becoming a stockist, please advise me further

Answers

1. Can I buy online with confidence? Are my details safe and secure on this site?

Yes your details given on this website are completely safe.  Firstly, your details will not be given to any third party.  They are kept private and are for the use of Imogen-mei Jewellery only. Please read our Privacy Policy for more information on this.  

Secondly, when you pay for any items you are directed to the Worldpay payment page. Worldpay are renowned for their secure payment system and are one of the largest payment service providers in the world.  Therefore you can be confident that your details are handled Privately, Safely and Securely.

2. I see I can pay via Paypal through the Worldpay payment system - how does this work? 

Paypal payments are made through the Worldpay Payment System.  This is a new payment partnership between Worldpay and Paypal.  If you would like to purchase using Paypal, please just Click to pay via Worldpay and then choose the Paypal logo when on the Worldpay payment site and follow the instructions from there.  Feel free to visit htttp://www.worldpay.co.uk for more information.

3. I am allergic to certain metals. What is used in Imogen-mei Jewellery?

Imogen-mei Jewellery is made from Sterling Silver (.925). Sterling silver is a metal made from pure silver combined with a small quantity of copper (7.5%).  Copper is added to strengthen the silver and make it more durable.  No other material is used in Imogen-mei Jewellery.  When you see the blackening effect on the jewellery that is called Oxidising.  This is when the Sterling Silver metal is put through a process that changes its appearance, and produces a darker finish to the silver.  This is perfectly safe and does not change the material in any way; it is still 925 sterling silver.  All pieces of jewellery are Hallmarked. 

4. What does it mean when a product is available for Pre-Order?

When you see a Pre-Order sign on the product page that means you are able to pre purchase the jewellery and when the item becomes available for delivery it will be shipped out to you.  The date stated next to the Pre-Order is the expected date for dispatch.  If there is a delay we will contact you, but generally please do not expect delays.

5. How much will delivery cost me?

Imogen-mei doesn't believe in punishing people for ordering more goods.  So we don't base our deliveries on weight.  We will ship to you as many items as you wish to order for one set price.  We will be paying the extra cost to deliver each additional item - but we are prepared to pay that cost for your loyalty!

All Jewellery will be sent via Royal Mail Special Delivery if ordered for delivery within the United Kingdom. Next day Special Delivery will cost £6.00.  Deliveries to Europe will cost £8.95, whilst deliveries to all other International destinations will cost £10.50.

6. How long will it take for my jewellery to arrive?

Once dispatched, the estimated delivery time within most of the UK is 1-2 days.  Please make sure someone will be at the shipping address to sign for the package as the delivery will need a signature.   Estimated delivery time to any other destination, outside the UK, is 2-5 days.  Imogen-mei Jewellery cannot be held responsible for any delays at customs.

7. Will my goods arrive in presentable packaging?

Each piece of jewellery that you order will come with its own Free Luxury Jewellery Box.  This Box can be used as a Jewellery storage box after you remove the soft foam from inside.  The soft foam is only there for safety during delivery and to present as a gift – after that we advise you make the most out of the box and use it for storing Imogen-mei Jewellery.

Note - We advise that you only store Sterling Silver together and to place each piece of jewellery in a small jewellery bag and then into the box.  This will prevent your jewellery from getting scratched unnecessarily.

8. What is your return and refunds policy?

Items are returnable within 14 days from the delivery date and an exchange or full refund will be given.  Please contact Imogen-mei via the Returns Page within Your Account if you are planning to return products and specify if it is an exchange or refund that you are looking for. 

Please note for health and safety reasons : No exchanges or refunds are available on pierced earrings.

It is your responsibility to ensure all goods are returned in a safe and secure manner so the goods arrive back undamaged.  That means using sturdy packaging.  Damaged goods will not be accepted.  It is in your best interest to send the items via Royal Mail Special Delivery, as Imogen-mei Jewellery can not be liable for any items lost in transit.  This is also for your own safety, as sending the items using this secure service insures you for the value of the goods.  If you are returning goods Internationally a similar type of secure service should be used.  

All Items must be returned in their original metal jewellery box.  If items are returned Not in their original metal jewellery box you will be charged a fee of £5 for incomplete return.  

Items must Not have been used or worn.  Please note that every item will arrive with a tag attached and these tags must Not be removed if you are planning to return the jewellery.   Only remove the tag once you are sure about your product.   Unfortunately, we cannot accept items returned if their tag has been removed.  In the unlikely event that products arrive in faulty condition the items must be sent back with the tag still attached.   If any goods have arrived to you in a faulty condition then you must contact Imogen-mei immediately, within 48 hours, on +44 (0) 871 245 64 65 or via the Returns Form within Your Account.

Please return items to the following address: 

Imogen-mei Jewellery, 48 Blenheim Gardens, London, NW2 4NS, United Kingdom   

When returning goods please remember to include a copy of the original invoice so we are able to identify the sender.    

9. What does Original Imprinted Design^TM mean? 

Every Piece of Imogen-mei Jewellery has an Original Imprinted Design^TM,  which firstly means that every design is unique.  Secondly, it means that each pattern is created Into the product as the piece is being made, so unlike engraving the pattern is much more durable.  Consequently the quality of the piece is excellent.

10. How do I take care of and clean my Imogen-mei Jewellery?

We recommend you store your Imogen-mei Jewellery in the Free Luxury Box you receive with each purchase.   Otherwise ensure the area where you store your jewellery is clean and dry.  Please polish your Imogen-mei Jewellery using a non-abrasive silver cleaning cloth.  Please do Not clean your silver in any liquids, such as silver dip or soap and water, or silver cream cleaner as this will take away the oxidised finish.  Also avoid exposing your jewellery to harsh chemicals like chlorine, hair sprays and perfume, plus lotions and excess perspiration.  Regular polishing with a cloth, as mentioned above, will prevent a build up of tarnish and should keep your jewellery looking nice and shiny.

11. How do I find my ring size?

To find your ring size, simply measure the diameter of a ring that you have (diameter is one inside edge to the other inside edge)  and compare it to the measurements below to find the approximate size you need;

12. I am interested in becoming a stockist, please advise me further

Yes we supply jewellery to new stockists all the time.  Please send us an email via the Contact Us page if you have an outlet that may suit Imogen-mei Jewellery.