Online Buying Guide & FAQ

We understand that investing in a special piece of jewellery online can be a daunting prospect – even more so when each and every piece is one-of-a-kind… What if it isn’t quite what I expected? What if I change my mind? Can I pick up the phone and talk to someone in person about my purchase?

However we also understand that not everyone will have the time or means to visit either our workshop or one of our stockists, so we would like to reassure you that by clicking “Pay” you have not finished the process, rather you have entered into a two-way conversation between us and you. Following your online purchase, if you leave any comments in the Note to Seller/Instructions to Merchant section  you can expect us to get in touch to confirm the details of your order and address any questions or queries you may have before we go ahead and make it. For this reason PLEASE make sure to fill out the Contact Details section when supplying your payment details.

Below you can find the answers to a list of common questions related to buying our jewellery online. If you have a question that you can’t see here then please don’t hesitate to get in touch with us directly, either by phone or email – however you prefer.


Frequently Asked Questions

What happens after I make an order?

You will receive a confirmation email from Paypal with the details of your order and a unique Transaction ID. Our workshop will also receive an email notifying them of your incoming order and they will contact you to check and confirm details before going ahead and making it.

What if there are specific things that I would like to discuss about my order?

Please pop any specific queries you have into the Notes to Seller/Instructions to Merchant section on Paypal and if anything is unclear we will make sure to address them with you.

What if I decide to cancel my order?

Our Cancellation Policy states that new orders must be cancelled within 7 working days in order for you to receive a full refund of your payment. This applies both to bespoke commissions and online purchases.

How do I find my correct ring size?

The best thing to do is to go to a good local jeweller and have them size your finger properly  – ideally at different times of day in order to get an average. If you are outside of the UK then you can use our ring conversion chart to make sure you supply us with the correct UK size. Be aware that that conversion charts can differ,  so please make sure to use the Ring Size Conversion Chart that we provide here in order to correspond with our workshop sizing.

What if I get my ring-size wrong?

If you order the wrong size by accident, we can re-size it for you (for a small additional fee of $100 + Shipping) by up to one size larger. Due to our cast-in-place process however it can be very tricky to make our rings smaller so if in doubt please order on the small side.

Can I return an item if it isn’t what I expected or is too different from the image I saw online?

Unless you specify otherwise we will endeavour to make your piece as close to the webshop image as possible, however things such as stone placement, degree of erosion and the marks in the gold (those things that make each piece so unique) are impossible to replicate exactly and WILL vary to some degree from piece to piece. We take absolute pleasure in making jewellery as our customers want it, and try to avoid any disappointment by taking the time to talk with you and understand your needs before processing your order. However the nature of our process does mean that we can never fully predict the outcome of a piece, yet this is what makes each of Polly’s pieces so unique and individual in character.

How long will my order take to arrive?

Every piece is made to order by our dedicated team of jewellers and will take between 6-8 weeks to complete from when your order was confirmed. However please let us know if you require your order urgently – we are happy to prioritise orders in special cases.

Can I have my purchase sent to a different address than my billing address?

Yes. Paypal allows you to specify a different shipping address to billing address if necessary.

How can I specify an alternative gold colour to what is pictured?

Where possible, our online products now include a drop-down box where you can choose between 18 carat rose gold or yellow gold (we no longer offer white gold as standard.) If there is no option then it unfortunately it is not something we are able to offer on that particular product.  NOTE Some gold and gem colour combinations work better than others…rest assured that we will get in touch with you to discuss colour combinations if we feel that your choice could be improved.

How can I specify an alternative stone colours to what is pictured?

We are working on getting as many of our stone variations as possible in to our webshop, however it is very much a work in progress and the breadth of e.g. sapphire and natural diamond colours that we can offer is not yet fully represented online. If you would like a piece made but with different coloured stones, the chances are that we can do it for you – a message box will appear when you add a product to your cart and so please make sure to note in the box any specific colour requirements.

Can you incorporate an inherited stone into a new ring?

Yes! We are happy to work with customers who have inherited family stones that they would like to re-work into a bespoke Polly Wales piece. It helps if we can see the stones in person, otherwise we will ask you to provide as much detailed information about the stones as possible before exploring potential design options.

Do your pendants include chains?

Yes, they all include the length of chain specified in product details. If you think would like a different length chain then please let us know when you make your order.

How can I check on an order I placed on

Please give us a call or email quoting your name and Transaction ID email (from your confirmation email) and we will be happy to provide you with an update on your order.

Do you prices include VAT?

Yes – for UK customers our webshop prices include VAT but please be aware that the VAT amount will disappear and then reappear once you get through to the Paypal payment interface.

How will my purchase be packaged?

Each item will come in its own individual display box, packaged in a padded envelope and sent in a Royal Mail Special Delivery sealed envelope.

How should I care for my purchase?

Soak your jewellery in warm soapy water for a few minutes before rubbing it gently with a soft toothbrush. This should remove any build up of dirt without being too abrasive or damaging the texture of the gold.

© 2017 Polly Wales