FAQs

Orders

1. How do I place an order?

To place an order, simply browse our collection on our website, select the items you wish to purchase, and add them to your cart. Once you’re ready, proceed to checkout, where you can enter your shipping information and payment details.

2. How long will it take to receive my order?

Processing Time: Each order is made to order, hand creating takes time and so orders are typically processed within 2-5 business days. Please do let us know if you need it sooner as we do try to accommodate your requests.
Shipping Time: Once shipped, delivery times vary depending on your location, but most orders arrive within 2-3 days for domestic shipping. International shipping generally takes between 3-10 days.

3. Can I track my order?

Yes! Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your shipment on the carrier’s website.

Returns/Exchanges

4. What should I do if my item is damaged or defective?

If you receive a damaged or defective item, please contact us within 7 days of delivery. We will assist you in resolving the issue, which may include a replacement or refund.

5. What is your return policy?

We accept returns of unused items within 14 days of delivery. To initiate a return, please contact us at rachel@rachelsokhaljewellery.com with your order number. Please note that custom-made or personalized items are non-returnable unless they arrive damaged or defective.

6. How do I return an item?

To return an item, please follow these steps:

1. Email rachel@rachelsokhaljewellery.com to request a return.
2. Package the item securely in its original packaging.
3. Ship the item back to the address that will be provided in our return instructions. Return shipping costs are the responsibility of the customer unless the item is defective.

7. Do you offer exchanges?

Yes, we do offer exchanges with the exception of earrings, personalised and bespoke pieces.
If you would like to exchange an item, please contact us within 14 days of receiving your order. We will provide instructions on how to proceed with the exchange.

Bespoke/Customised Requests

8. Can I customise or request bespoke jewellery?

Absolutely! We love creating bespoke pieces. If you have a specific design in mind or would like to customise an existing piece, please contact us at rachel@rachelsokhaljewellery.com.
We will discuss your ideas and provide you with information on how to proceed.

9. What is the production time for bespoke pieces?

Custom pieces typically require around 1-2 weeks for production, depending on the complexity of the design. We will keep you updated throughout the process and let you know when your piece is ready for shipping.

Care

10. What materials do you use for your jewellery?

We only use high-quality components for all our jewellery, including sterling silver, gold filled and gemstones. Each piece is crafted with meticulous care to ensure durability and beauty.

11. How should I care for my jewellery?

To keep your jewellery looking its best, we recommend:

• Storing it in a cool, dry place, away from direct sunlight.
• Avoiding exposure to harsh chemicals or substances.
• Remove before showering, swimming or exercising to prolong the natural process of tarnishing which occurs to all precious metals.
• Cleaning it gently with a soft cloth after wearing.

Other

12. What payment methods do you accept?

We accept various payment methods including major credit cards, PayPal, Klarna and other secure payment options. Please ensure that your payment method is valid and properly configured before completing your order.

13. Do you offer gift wrapping?

All of our jewellery is beautifully packaged in our signature luxury gift boxes as standard, perfect for gifting. We are currently working on a full gift wrapping service and will update the website with this option as soon as it’s available.