FAQs – Margaux Studios
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FAQs

Returns, Refunds & Exchanges

In the unlikely event that you are unhappy with your purchase, we are happy to offer an exchange or refund on items returned within 14 days of delivery. Any returns that are received outside of the returns window will be refused or issued with a credit note. We unfortunately do not offer returns or exchanges on earrings, due to hygiene reasons. We do not offer returns or exchanges for customised/bespoke items (For example, an item from our store in which the customer has personalised; Choosing a specific material/metal like either our Sterling Silver/or Gold Filled clasps/hoop earrings, bespoke lengths/sizing, bespoke/one-off materials (solid gold etc), personalised colours (silk thread colours etc) and fully bespoke items requested by the customer). As we are such a small business, we kindly ask that customers cover return and exchange costs.
Margaux Studios uses high quality materials and we stress test every single style for weeks prior to selling on our website. Every single item is checked over thoroughly before shipping to each customer and is presented in a high quality and durable Margaux Studios signature jewellery box, which is posted in a secure and fully recyclable postage box. Our handmade jewellery can sometimes be fragile and delicate, so please refer to our care guide upon receiving it. We are happy to repair most manufacturing faults, but we request that you always email a clear photograph of your damaged jewellery (along with order number and date of purchase) so we can discuss options with you. We do not class the following as a manufacturing fault: Snapped or twisted items, general wear & tear, damage resulting from heavy handling, oxidisation/ fading of metal plating (refer to our care guide on how to avoid this), pearls and beads that have been chipped, scratched or cracked. We reserve the right to deny any request for return, exchange, or repair.


If you purchased a Margaux Studios piece from another retailer, please consult that retailers applicable policies. We are not responsible for items purchased from other retailers. If your item arrives damaged in the post, you must notify us as soon as you receive your package. We reserve the right to request; Photographic evidence of your faulty item, your name, order number, date of purchase, proof of purchase and a clear description of the issue. If you are returning an agreed faulty item back to us, a refund (including all postage) will be given after inspection of the item. We request that you send back faulty items to us using our original packaging (or in a sturdy protective box) to prevent the item getting crushed or damaged in the post. We also recommend using a tracked, signed and insured postal service and obtain proof of postage (Margaux Studios is not to be held responsible for items lost in transit and cannot guarantee we will receive returned items). Once we have received your returned items, we aim to process them as quickly as possible. Please allow up to 7 days from the date of your return being received for the refund to credit your original method of payment. Margaux Studios reserves the right to refuse any faulty return requests which do not meet our return policy requirements as stated above. In the event of this happening, we will offer a credit note.


If requested, we will do our best to replace any faulty item, provided the materials for a replacement are in stock and available. We can only replace faulty items for the exact same item. If you wish to be sent a replacement, please make your request clear when discussing the item in question with us. Please refer to our T&C's for more details.



Shipping 

We offer free standard shipping in the UK for all orders. We also offer free Express shipping on all orders over £150. For International orders, we only use DHL express shipping and we offer free shipping for orders over £250. Please see the table below for pricing.


Sustainability

At Margaux Studios we are committed to sustainable practices. We recognise that there is still work to do, but our overriding principle is to create pieces that are long lasting and considerate to our environment. All of our pieces are manufactured by hand at our London studio, and this ensures we maintain a low carbon footprint. We use specialised jewellery techniques such as traditional silk-knotting and French beading within our hand crafted collections, as well as stress-testing designs to ensure our pieces uphold their quality through wear and time. Nearly all of our pieces feature either 925 Sterling Silver or 14k Gold Filled components, and if cared for properly these will not tarnish. Our gemstones, pearls and metal parts are predominantly sourced from our trusted UK suppliers. All stones are ethically sourced and we always try to ensure that we use recycled sterling silver and conflict-free gold. We are committed to ordering materials in small batches to minimise waste (any materials that do not get used are designed and worked into future collections) and have a slower approach to production. The majority of the pieces in our collection are made-to-order, although we do hold limited stock of our best selling styles. We have always restocked pieces based on demand which ensures there is no overproduction, and our UK supply base ensures we can restock quickly. We send all of your orders in fully recyclable packaging, including our tape and tissue paper.

 

In Stock 

We hold a growing collection of best-selling pieces that are In Stock and ready to send. Please allow 1-3 working days for these items to be shipped by our small team.
 


Made to Order 

To reduce waste in the production process, many of the pieces in our collections are made to order. Please allow 5-7 working days for these items to be hand crafted and shipped. With certain items that are much more meticulous to make, please allow up to 15 working days (the relevant lead times will be stated in all product descriptions).
 


Production & Materials

We manufacture solely at our London studio, which ensures we maintain a low carbon footprint. We use specialised jewellery techniques such as traditional silk-knotting and French beading within our hand crafted collections, as well as stress-testing designs to ensure our pieces uphold their quality through wear and time. Our gemstones, pearls and metal parts are predominantly sourced from our trusted UK suppliers, often using recycled sterling silver, conflict-free gold, and ethically sourced stones. We are committed to ordering materials in small batches to minimise waste (any materials that do not get used are designed and worked into future collections). Therefore, the majority of the pieces in our collection are made-to-order, but we also hold a growing list of best-sellers in stock and ready to send.