FAQs

Delivery

How much is shipping?
Nothing. Shipping is free and tracked on every order, with no minimum spend.

When does my order ship?
Orders are picked the next business day. Orders placed at a weekend or on a public holiday are picked on the next business day after that.

How long does it take to arrive?
The delivery estimate for your address is shown at checkout, before you pay. Estimates are in business days and come from the carrier, so weather, customs and busy periods can stretch them.

How do I track my order?
We email you a tracking number as soon as the parcel is handed to the carrier. See Track your order for what to do if it has not arrived or has stopped moving.

Will I have to pay import duty?
Any duty or tax charged by your own country is not included in the price and is payable by the recipient if the carrier asks for it on delivery.

Returns and refunds

How long do I have?
Thirty days from the day your order is delivered.

What condition does it need to be in?
Unworn and in its original packaging. Personalised pieces — anything engraved, or made with a name, date or photograph you supplied — cannot be returned unless it arrived faulty or is not what you ordered, because they cannot be resold.

Who pays return postage?
You do, unless the item arrived faulty, damaged, or was not what you ordered — in that case we cover it.

How do I return something?
Email support@renelondon.com with your order number and what you are sending back, and we will reply with the return address. Please wait for that reply before posting anything.

When do I get my refund?
Approved refunds go back to your original payment method within 5 business days of your return arriving. Your bank then usually takes another 3 to 10 business days to show it.

Can I exchange instead?
The fastest route is to return the original for a refund and place a new order, so you are not waiting on one parcel before the next one leaves.

The jewellery

What is it made of?
316L stainless steel, either left bare or plated in 18k gold. It is nickel-free and hypoallergenic.

Will it tarnish or turn my skin green?
No. 316L is the same grade used for surgical instruments — it does not rust, tarnish or discolour skin.

Can I wear it in water?
Yes. Showering, swimming and sweating are all fine. We would still keep it away from chlorine and perfume, which are hard on any plating over time.

How do I look after it?
Wipe it with a soft dry cloth. Put jewellery on last, after perfume and hairspray, and store pieces separately so chains do not scratch each other.

Personalised orders

Can I change an engraving after ordering?
Only before it goes into production. Email us within a couple of hours of ordering with your order number and we will change it if we still can.

What makes a good photo for a photo piece?
A bright, sharp picture with the faces filling most of the frame. Screenshots and heavily filtered photos lose detail once they are engraved small.

Is the spelling checked?
We engrave exactly what you type, including capitals and accents, so please read it back before you add it to the cart.

Payment

What can I pay with?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay.

Is checkout secure?
Payment is handled by Shopify's own checkout over an encrypted connection. We never see or store your card details.

Do prices include tax?
Taxes are calculated at checkout based on your delivery address, before you pay.