Frequently Asked Questions
Returns & Refunds
For our full policy, please see our 'Returns' page.
Unfortunately, earrings cannot be returned and refunded due to hygiene reasons. This does not affect your statutory rights.
UK returns
We honour returns within 28-days of delivery.
Please write to team@ladyan.co.uk stating ‘return’ and the order number, and we will provide simple instructions and a pre-paid mailing label via email. Your order number can be found on the packing slip that was dispatched with your item.
You and your jewellery
Gold – Always 18ct gold plating which is double plated, and with a protective coating.
Silver – Solid sterling silver (S925 stamped).
Pearls – Are natural freshwater.
Stones – We do not use diamonds, but do use cut and polished stones such as Zirconia, Lapis Lazuli, Jade, Agate.
On request, manufacturer certificates can be provided.
Our jewellery is hypoallergenic, and we avoid nickel. Our gold plating is 18ct and our silver is sterling S925, resulting in a high metallic purity. Wherever you choose to purchase your jewellery, we would always recommend avoiding low quality composite metals and gold and silver that has a low purity.
Our gold has a protective coating, and is resistant to tarnishing, though please note the following:
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Remove jewellery when you shower or bath, and when in the sea and chlorinated water.
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Avoid spraying perfume or applying creams directly onto your jewellery.
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Use a soft-bristled toothbrush and mild soap in order to restore the sparkle of your stones. Gently pat dry.
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Avoid wearing while cleaning, gardening or performing sports activities.
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Orders, shipping & delivery
We will dispatch within 1-2 days of order receipt (usually quicker) with Royal Mail ‘Tracked 48’ service, or a similar service with Evri. We commit to you receiving your order within 3-5 working days.
We currently do not offer international deliveries, though these are expected during late 2025.
Our delivery partners are UK Royal Mail and Evri, and we dispatch with their ‘Tracked 48’ service (or similar). You will receive an automated email with the delivery partner's details, your tracking number, dispatch details and the facility to track your order. Please do let us know if there’s a delay to your delivery at team@ladyan.co.uk
Where items are delayed with Royal Mail, which is beyond our control, please let us know and we’ll consider providing a discount on the purchase or discount on future purchases.
We dispatch all items with British Royal Mail tracked service. If an item is indicated as lost we will provide a full refund within 48 hours. Please contact us to let us know, as we do not manually track items once dispatched.
Gifts
All items are gift wrapped, with box, ribbon, jewellery bag and cleaning cloth. We do not provide printed receipts with our deliveries, as many items are purchased as gifts.
All receipts are emailed as part of the transaction. We do provide physical ‘packing slips’ with the dispatched item, though these exclude all pricing information. We do this as standard as many items are purchased as gifts.
If you have not received a receipt please contact us at team@ladyan.co.uk , and we will happily resend.