Frequently Asked Questions

Is Not Lost Jewellery a sutainable jeweller?

We do everything in our power to be sustainable. Check out our Sustainability Statement for more information.

Do you take on bespoke commissions?

Yes! Click on the Commissions tab to see past commissions and for more information.

If you already have an idea in mind, or if you need some help deciding, please contact me!

Is your jewellery hallmarked?

Not Lost Jewellery is registered with The Goldsmiths’ Company Assay Office in London, which began hallmarking in 1327 and is the oldest Assay Office in the UK. All our jewellery is made from genuine recycled 925 sterling silver, 999 fine silver or 9ct gold.

Under UK law all silver over 7.78g and gold over 1g must be hallmarked. If you would like more information on hallmarking, you can find a copy of the Assay Office's Dealer Notice here.

All gold items for sale are hallmarked and some underweight, higher price silver items have also been hallmarked. If you like an item which is not hallmarked, and would like it hallmarked, please get in touch (hallmarking will be subject to additional cost).

Bespoke commissions will be hallmarked.

What is a hallmark?

A hallmark tells you who made the item (my sponsor's mark is my initials CR), what metal the item is, where it was hallmarked and what year the piece was hallmarked in. See an explanation from London Assay Office here.

You can see a picture of my hallmark at the bottom of this page.

What is seaglass?

Seaglass is gorgeous, old, broken glass which has been tossed and tumbled by the oceans to create smooth, pebbles of glass. Seaglass can originate from bottles, vases, old TV screens and ornaments and after it's stint in the sea it will wash up on beaches for us to find. There are some legendary beaches in the UK near old bottle factories, such as Seaham, or near old Victorian dumps, such as Lyme Regis and Charmouth, where you can find incredible seaglass pieces. Every seaglass jeweller, of course, also has their own secret spots for finding seaglass! The history, topography, and location of a beach all contributes to what seaglass you can find there. We pick all the seaglass used in our jewellery with our own hands and we will always try to detail where the piece was found on our item pages. If the seaglass is shaped by hand in anyway, we will always keep the face of the seaglass as it was found and as it was shaped by the sea.

If you have found a piece of seaglass you want to be made into a piece of jewellery, please get in touch! We love hearing your stories of where you found the glass and we turning your
seaglass into bespoke pieces of jewellery.

How do I measure my ring size?

We have inexpensive ring sizers available to purchase in the ring section of our webiste. If you have commissioned a ring to be made, we will send out a ring sizer free of charge.

Can my ring be resized?

Depending on the design of your ring it may be able to be resized. We advise to try and get the right size in the first place as it can be very difficult to resize a ring with seaglass or stones in and will incur extra cost. If you purchase a ring sizer, try to measure your hands when they are warm, hot or cold hands will affect ring size. Also try to measure your fingers at different times of the day to gain an accurate size.

For any questions regarding ring sizing or resizing a ring, please get in touch.

What are your shipping details?

We offer free UK shipping on all ready to ship orders. We do not currently offer local delivery or in-store pickup. We do not offer international shipping on ready to ship items, but we do offer it on bespoke orders. Please contact us for more information.

How can I track my order?

You will receive emails updating you on the progress of your order. If you want to check the current status, hit the chat button on the bottom right and click 'Track my order'.

What is your return policy?

Our return policy allows for returns within 14 days of receiving the item. The item must be in the same condition as received, with tags and in its original packaging. You will need the receipt or proof of purchase. Please contact us at notlostjewellery@outlook.com to start a return. You will be responsible for the cost of returning the item.
Damaged or defective items can be returned for evaluation and resolution. Bespoke orders, sale items, and gift cards are not eligible for return. Exchanges can be made by returning the item and making a separate purchase. Refunds will be issued within 10 business days.
Contact us if more than 15 business days have passed.

What if I have a problem with my order?

In the rare event that the wrong order, or your order arrives damaged or faulty, please take photos of the product in question and email us at notlostjewellery@outlook.com or via the contact tab confirming the details.

We will aim to respond within 48 hours and arrange either an exchange or return and refund. The returned item must be in our possession before any refund or exchange is processed.

How do I care for my jewellery?

All of our jewellery is made from 925 sterling silver, 999 fine silver or 9ct gold. Caring for your jewellery will reduce the chances of it tarnishing, however, silver & gold jewellery
can naturally tarnish over time due to various reasons but do not worry, it can always be cleaned.

We include a Town Talk Anti-Tarnish Polishing Tissue in your parcel which can be used for cleaning jewellery and removing tarnish. It also adds an anti-tarnish coating which will keep your jewellery shining brighter for longer!

The below will also help to keep your jewellery shining bright:

  • Try to make sure your jewellery does not come into contact with chlorine, sweat, saltwater or chemicals.
  • Take your jewellery off to moisturise/apply any makeup or product and wait for any products to dry before putting your jewellery back on.
  • Store your jewellery where it can't rub against other metals, an airtight box or an anti-tarnish bag is a good idea.

If your piece of jewellery has a closed back bezel, i.e. a fully encased piece of seaglass or gemstone, it is very important to follow these care guidelines so you do not get any water or chemical behind the stone. If anything manages to get behind the stone it can cause unsightly black tarnish behind the seaglass/stone. This problem is rare but it can be very hard and costly to fix should it occur, properly caring for your jewellery can minimise this risk even further!