FAQ – Frequently Asked Questions

1. Do you offer free delivery?

Yes, we offer free UK standard delivery (Royal Mail 2nd Class) on all UK orders.

Faster tracked delivery options are also available at checkout for a small additional fee.

2. How long will my order take to arrive?

  • UK Standard (Royal Mail 2nd Class / Tracked 48): usually 3–5 working days
  • UK Express (Royal Mail 1st Class / Tracked 24): usually 2–4 working days

Orders placed before 5pm (Mon–Fri) are usually dispatched the same day, or within 1–2 working days during busy periods.

3. Do you ship internationally? How long will my order take to arrive?

Yes, we ship worldwide.

  • Royal Mail International Standard: usually 10–25 working days (untracked)
  • Royal Mail International Tracked: usually 10–25 working days with tracking updates

4. Can I return or exchange an item?

Yes, we accept returns and exchanges within 30 days of delivery, provided items are in their original condition.

  • Buyer is responsible for return postage.
  • For hygiene reasons, earrings cannot be returned unless faulty.

5. What if my jewellery is faulty or breaks?

We are truly sorry if you experience this! Please contact us with your order details and a photo of the issue. We will take swift action to resolve the issue for you.

6. What materials do you use?

Our jewellery is made from 925 sterling silver, with a layer of gold or platinum plating for added shine and durability.

All pieces are nickel-free and hypoallergenic, safe for sensitive skin.

7. How should I care for my jewellery?

  • Store in the provided airtight pouch and velvet bag to minimise tarnish.
  • Avoid contact with water, perfume, lotions, and cleaning products.
  • Remove before showering, swimming, or exercising.
  • Use the included polishing cloth to gently restore shine.

8. How is my order packaged?

Each order includes:

  • Airtight pouch (to protect against air & moisture)
  • RetroAura velvet pouch (for storage or gifting)
  • Silver polishing cloth
  • Eco-friendly sturdy shipping box

9. Do you offer gift wrapping?

All orders are beautifully packaged and ready for gifting, so no additional gift wrapping is required.

10. What if my parcel hasn’t arrived?

Please first check the tracking details in your dispatch email. If it shows delivered but you can’t find your parcel, check with neighbours or your local delivery office. If it’s still missing, contact us at contact@retroaura.co and we’ll help resolve the issue.

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