Frequently Asked Questions

Ordering
Can I combine orders?
I've forgotten my password
What payment methods can I use?
What is CV2?
Why does the price change on the basket page?
What will appear on my credit/debit card statement?
How long will it take to process my order?
Can I pay over the phone?
Will you sell or share my contact details with third parties?

Delivery
How much is delivery?
How long will my order take to arrive?
How are back orders sent?
How will my order be packed?
What's written on the package?
What is my order status?
Can I track my order?

International orders
Why does the price change on the basket page?
How much is £... in my currency?
What countries do you deliver/ship to?
How long will my order take to arrive?
How much is delivery/shipping?
Can you declare a lower value for customs?

Jewellery
Do you have earrings with long posts?
How do I know if I'm ordering a pair?
Why aren't all earrings sold in pairs?
Will my jewellery come in a box?
How long are Blomdahl posts?
What does gauge mean?
How do I put the ball in a BCR?

Allergies
I'm allergic to my earrings, where do I start?
I'm allergic to nickel, what can I wear?
What's the difference between titanium and niobium?
My child has metal allergies, what would be suitable?
Could I be allergic to titanium?
What does hypoallergenic mean?

Order problems
I didn't receive an order/despatch confirmation email
My order was sent 1st class/recorded delivery 2 days ago, where is it?
I've only received part of my order
Can I return/exchange earrings or body jewellery?
I've received a broken/faulty item
My order hasn't arrived, what should I do?

 

Ordering

Can I combine orders?
As long as your first order hasn’t been despatched you can just send us an email and we’ll combine the orders and refund the delivery cost on your second order.

I've forgotten my password
You can reset your password here.

What payment methods can I use?
You can pay by Mastercard, Visa, Visa Debit (Delta or Connect), Maestro, Solo or PayPal.

What is CV2?
The CV2 number is you card security/verification code. It is the last three digits on the signature strip of your card.

What will appear on my credit/debit card statement?
If you pay by credit or debit card transaction will appear on your statement as Serenity Jewellery.
If you use your credit or debit card through PayPal the transaction will appear on your statement as PAYPAL *SERENITY or PAYPAL *SERENITY JEWELLERY depending on the number of characters shown.

How long will it take to process my order?
Orders received before 1.30pm (GMT) are usually sent the same working day except for weekends and bank holidays. Please allow up to 5 working days for packs of bags/pouches.

Can I pay over the phone?
We are happy to give advice over the phone but all credit and debit card payments are processed online by PayPoint. This ensures the highest level of security and fraud prevention.

Will you sell or share my contact details with third parties?
No. Absolutely not.

 

Delivery

How much is delivery?
See the full list of delivery options here.

How long will my order take to arrive?
Orders placed before 1.30pm are usually despatched the same working day. First class post and recorded delivery usually takes 1-2 working days. Special delivery is guaranteed to arrive before 1pm on the next working day after despatch.

How are back orders sent?
If you order something that is out of stock it will be sent as soon as the new stock arrives by Royal Mail 48 or Royal Mail Airmail.

How will my order be packed?
Most orders are packed in padded envelopes which will fit through a letterbox, the main exception to this is the Blomdahl drop earrings in large Blomdahl Clean Packs

What's written on the package?
Our return address is written on the package as Serenity. The word Jewellery or our logo do not appear on the package.

What is my order status?
You will be sent an email when your order is despatched. You can check your order status at any time by logging in to your account. If you used the guest checkout you can check your order status here.

Can I track my order?
Only if you chose a delivery method with tracking. You can find your tracking number in your despatch confirmation email and by logging in to your account and going to your order history.

 

International orders

Why does the price change on the basket page?
The prices shown on the product pages include VAT (value added tax) which has to be charged on orders delivered to countries in the EU (European Union). If you select a country for your order to be delivered to which is not in the EU the VAT is removed from the price.

How much is £... in my currency?
All prices on the website are in UK pounds sterling (GBP). Prices on the product pages and delivery information page should show an automatic conversion to your currency.

What countries do you deliver/ship to?

How long will my order take to arrive?
Delivery within Europe usually takes 3-5 working days. Delivery to the rest of the world usually takes 5-7 working days.

How much is delivery/shipping?
Standard airmail is £2.55 within Europe and £3.20 for all other countries. Free delivery is available for orders over £30. See the full list of delivery options here.

Can you declare a lower value for customs?
We will not falsify customs declarations so please do no ask us to mark packages as gifts or declare a lower value. It is illegal to do this.
Any import, customs, taxes or other charges are your responsibility. If you are concerned about the possibility of charges then check the rules for your country, most will have a threshold below which you will not be charged.

 

Jewellery

Do you have earrings with long posts?
We have earrings with posts ranging from 10mm to 12mm. The post length is listed on each page but if you are looking for earrings with longer posts the Ti2 Titanium range is the best place to start.

How do I know if I'm ordering a pair?
If you have a look next to the price any item that comes in a pair it will say "per pair", anything that doesn't says "each".

Why aren't all earrings sold in pairs?
If we receive jewellery from our suppliers as single items then we sell it that way since not everyone has an even number of piercings.

Will my jewellery come in a box?
The packaging for each product is listed on the page. You can read more about the different packaging types here. If you need a gift box they are available separately here.

How long are Blomdahl posts?
The Blomdahl medical plastic studs have 10.5mm long posts. Blomdahl titanium studs have 10mm long posts.

What does gauge mean?
The gauge is the thickness of the post or bar. You can find out more about the difference gauges available here.

How do I put the ball in a BCR?
BCRs can take a bit of practice. Line one dimple on the ball up with one side of the ring, holding it firmly push so that the other dimple clips into place.

 

Allergies

I'm allergic to my earrings, where do I start?
Titanium and niobium are two of the safest metals you can wear. Some people like to start with medical plastic or bioplast earrings while their ears settle down.

I'm allergic to nickel, what can I wear?
Titanium and niobium should be fine. Medical plastic and bioplast do not contain any metal. Surgical steel can cause a reaction if you are extremely sensitive to nickel.

What's the difference between titanium and niobium?
In terms of allergies there is no difference. Both are excellent choices whether you have metal allergies or not.

My child has metal allergies, what would be suitable?
Medical plastic earrings are the most popular choice for children. As a starting point we've put together a section of the most popular hypoallergenic earrings for children here.

Could I be allergic to titanium?
It is extremely rare but you can be allergic to anything. If you've had a reaction after wearing titanium jewellery then make sure it really is the jewellery and not something it has come into contact with such as soap, shampoo, etc.

What does hypoallergenic mean?
The word hypoallergenic means having a decreased tendency to provoke an allergic reaction. It should not be considered a guarantee that no one will react to an item of jewellery since it is possible to be allergic to anything.

 

Order problems

I didn't receive an order/despatch confirmation email
The first thing to check is that the emails didn't go into your junk mail (spam) folder. Occasionally emails do go astray so if would like to be sent another copy just email us. You can view your order status and history by going to your account.

My order was sent 1st class/recorded delivery two days ago, where is it?
Most first class post and recorded delivery items arrive within two working days but the delivery time is not guaranteed. Don't worry, there are occasionally delays and your order will probably be delivered very soon.

I've only received part of my order
If part of your order is out of stock it will be marked on your delivery note as "to follow". Check your email or account for more information. If you are missing part of your order and it is not marked "to follow" then let us know as soon as possible.

Can I return/exchange earrings or body jewellery?
Earrings and body jewellery can be returned/exchanged as long as they haven't been worn or tried on. If your jewellery arrived in a sealed package the seal must remain intact. Any returns that have been worn will be refused. See our full returns policy.

I've received a broken/faulty item
We check all goods when packing your order but we can't control what happens to it in the post. if you have received something broken or faulty let us know and we will sort it out.

My order hasn't arrived, what should I do?
Don't panic! While most orders arrive on time there are occasionally delays. However if you order hasn't arrived within the times below let us know.
Special Delivery is guaranteed to arrive before 1pm on the next working day after despatch.
For 1st class and recorded delivery items please allow 14 working days from the date of despatch.
For all international orders please allow 21 working days from the date of despatch.
We appreciate that it's frustrating to have to wait but these are the delivery times used by the Royal Mail and we cannot do anything earlier.

Serenity Jewellery Free delivery