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Frequently Asked Questions

Products

No. Scarlet Ocean jewellery does not contain nickel.

Scarlet Ocean jewellery is crafted from solid 925 Sterling silver or Stainless Steel with some designs in high-quality rhodium plating. Gold plated pieces are finished using 9 or 18 carat gold, white gold and rose gold plating.

To keep your jewellery looking its best, we recommend removing before swimming, showering, or sleeping. Avoid contact with perfumes, soaps and similar beauty products. When you are not wearing your jewellery, store it away from the sun in a jewellery box or pouch. Please note, plated jewellery may tarnish over time. By regularly caring for your jewellery you can prolong its life and keep your pieces looking their best.

Order Status

Our Customer Care Team is available to assist you between 9 am and 5 pm Monday to Friday. Our team will be happy to speak to you via telephone, email or live chat regarding the status of your order.

You will be updated on the status of your order through automated emails.

We aim to ensure that all orders are delivered on time. However, sometimes due to unforeseeable circumstances we may exceed our delivery estimates. In this event, we will contact you to discuss alternative arrangements and let you know when you can expect delivery.

We dispatch all orders placed by 4pm on the same business day. Estimated delivery dates are clearly stated on our website beside each individual item of jewellery.

All orders are dispatched by Royal Mail 1st Class. Most orders are delivered the next working day to mainland UK however this is not guaranteed. Please allow 2 business days for your order to be delivered. Once your order has been dispatched, you will receive an email with the relevant courier details.

We understand that mistakes may happen, which is why we've arranged various fail-safe services so that you are happy with your purchase.

Rings - Don't worry if the ring you've ordered is the incorrect size - we'll exchange it for you providing that we have the correct alternative size in stock.

Necklaces – It's not uncommon to order the wrong size necklace which is why we are happy to help you with this. Please contact our Customer Care Team who will be on hand to resolve the issue as soon as possible.

Please be aware that Scarlet Ocean won't cover any postal fees for the return of an item that was part of a misplaced order. The exchange process begins the moment your returned item is processed, after which we'll keep you updated while we handle your requirements. Please read all of our product information before ordering to determine whether you've chosen the correct size, style, etc. Please note, all items must be returned unworn in order to be accepted for an exchange.

Unfortunately, you cannot collect your item in person. We are an online-only service and do not offer a click and collect service at this time.

Yes, we deliver to BFPO addresses. The address can be added during the checkout stage of the website.

No, we do not currently offer a gift wrapping service. Please note, we package multiple items in the same bags to reduce packaging waste. If you are buying items for gifts please contact our customer care team and we will package your items separately.

No, we do not currently offer an engraving service.

Occasionally your card may be declined. This may happen for a number of reasons, most commonly the bank issuing the card has put a temporary hold on your funds. This is often carried out as a security measure by your bank if they detect that you're making a high-priced online purchase, especially if it is out of character in comparison to your average spending.

If this happens, please call your bank or card provider to inform them that you are making a genuine purchase, or respond to their automated SMS service. Your card will never be charged more than once.

If you experience any other errors or require ordering assistance please don't hesitate to contact us on 0800 97 88 111.

As soon as your jewellery reaches us, our Returns Department will begin to process it. Following this, a refund will be sent to the card used at the time of purchase. This process usually takes up to 3 working days to complete. Please note we have no control over this timeframe and the speed of this service which relies solely on your bank card or provider.

Yes. If you would like your order to be delivered to an alternative address from your billing address please specify at the checkout.

Yes. Our Sales Department can be contacted between the hours of 9am and 5pm Monday to Friday on 0800 97 88 111.

The effortless telephone order process takes only a few minutes. One of our Sales Team members will be available to answer any questions and assist with your order. Please note that for telephone orders we require an email address for ordering and delivery communications.

Yes. To keep any surprises under wraps, all of our jewellery is delivered to you in discreet packaging. Each item is packaged in a cotton bag to prevent damage and uses fully recyclable outer packaging. These boxes are designed to keep gifts a surprise and don’t include any information regarding jewellery on the exterior.

Scarlet Ocean offers the majority of rings in the most popular sizes. There are multiple ways to determine your exact ring size, most of which consist of a visit to your local high street jeweller. Someone in-store will have a gauge ring or calliper and they can tell you your measurements.

If you are unhappy with your purchase, you are welcome to return it to us for a full refund, exchange or replacement. Please note, you must notify us within 30 days of receiving the item to be eligible for a return. We can only accept returns if the items are returned unworn with any original tags.

Please be aware that it is your responsibility to make sure that all returned items arrive safely with us. It is important that you acquire insurance and tracking information for any items being returned. Scarlet Ocean cannot be held responsible for packages lost on the way to our returns department.

If you decide that you would like to exchange a piece of unwanted jewellery for another, you may contact us within 30 days of receiving the item. Exchanges must be equal to or greater than the initial order value. Our Customer Care Team will facilitate your request, provided it is within the 30 day period.

Security

At Scarlet Ocean, we take security very seriously and therefore we will ensure that your details will always remain protected. This assurance is supported by our partnership with Sectigo who provide the highest level of website security available. We use Sectigo’s Extended Validation (EV) SSL certificate, which is a 2048-bit, highest-assurance certificate that guarantees the safety of all of your personal and payment details. We are fully PCI DSS compliant to the standard determined by the Payment Card Industry Standards Council.

Scarlet Ocean does not currently have a physical store. So that we can continue to deliver the finest jewellery at the best possible prices, we're online only.

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