FAQ

How do I order?

Please order through the website. For the bespoke jewellery range, you can specify the shape of your charm, the initial(s) and which gemstone you would like, however if there is a particular combination that you would like that is not offered in the drop down menus then please contact me via the Commissions page and I will be happy to create it for you.

How long will my order take?

Each piece of jewellery is hand made to order on receipt of payment. Please allow up to 7 days for your item(s) to arrive although usually it will not take this long. If you need the item(s) to be delivered in a shorter timeframe then please enquire and I will let you know if this is possible.

How will my Adela Rome jewellery be delivered?

UK orders are delivered via Royal Mail. The charge is £5.95 for special delivery (Royal Mail special: online tracking, next day delivery, parcels to be signed for, up to £500 compensation for lost parcels) and £2.95 for First Class. For European and Worldwide orders please contact me directly and I will quote you an exact delivery cost.

How do I pay?

Payment is via PayPal, with most major credit and debit cards accepted. We do not store any credit card data.

Do you take commissions?

Yes. Please refer to the Commissions tab on the main menu.

What does ‘handmade jewellery’ actually mean?

Adela Rome jewellery is fully assembled by hand in London. Each silver personalised charm is crafted and polished by hand. Note that there may be small irregularities as the pieces are not machine-made, which adds to the charm and uniqueness of hand made jewellery. Note also that this may mean that pieces vary slightly from those shown. Any initials stamped on charms are also done by hand and not machine engraved, therefore they will not necessarily be perfectly centred or straight. Again, this is deliberate and part of the quirky charm of the designs and of handmade jewellery in general.

What materials are used in making Adela Rome jewellery?

All Adela Rome jewellery features fine silver (99.9% pure), sterling silver (92.5% pure) and semi precious gemstones sourced from UK and international suppliers. Only the finest materials are used in making the jewellery. As the stones are all natural please note that there may be some minor tonal and shape variations.

How are the items packaged? Do you offer a gift service?

All items are beautifully presented in an Adela Rome gift box and finished with a ribbon. If the item is a gift and you would like to add a gift tag and handwritten message then we would be happy to oblige at no extra cost. Please indicate on your order.

What is your policy on returns/refunds/cancellations?

I work hard to ensure your order is produced to a high standard and I hope that you will be delighted with your purchase. Once your order is placed you have a 12-hour grace period in which to cancel. After this period if any personalisation of your jewellery (i.e. charms stamped with initials) has already started then you will not be able to cancel your order. Any personalised pieces of Adela Rome jewellery are non-returnable. Earrings are also non-returnable for hygiene reasons. Exceptions to this are:
•    Delivery of a product that is different to that ordered
•    Product is faulty
Please inspect the goods when you receive them for damage. If you are not entirely satisfied with your purchase please contact me within 24 hours of receipt of goods and I will do everything possible to resolve the problem. Please note: items personalised incorrectly due to the fault of the customer e.g. wrong initial, cannot be replaced or refunded so please double check all information added to your order.
Other pieces are returnable within 14 days for a refund or replacement as long as the item is returned in its original condition and packaging and postmarked within the 14 day period. Please email me first if you wish to return an item, items returned without authorisation will not be accepted. If an item is to be returned I recommend that goods are dispatched via recorded or special delivery and a receipt is obtained for proof of postage. Until I receive the returns they are the responsibility of the customer. I am unable to accept liability for goods lost or damaged in transit.

What happens if a piece is not available?

Occasionally there will be a waiting list for items. I will let you know as soon as possible if this occurs and will give you the option for an instant refund if you are not prepared to wait. I cannot guarantee availability of any design. Semi-precious stone shape and size (but not type) may differ slightly from that shown on the website. This is based on my discretion, as some stone shapes are not always readily available.

How do I clean and care for my jewellery?

All jewellery is delicate and susceptible to damage and scratching. Solid silver is a relatively soft metal. Polish Adela Rome jewellery with a clean jewellery microfibre polishing cloth. Do not spray perfume or other solvents on to jewellery. Store your jewellery carefully and separately, preferably in a dark, cool and dry place, after wearing. Please remove jewellery while swimming, as chlorinated water will discolour the silver. The silk wraps can be washed in warm water with gentle silk detergent and then air dried, and the silver pieces polished afterwards.

What if my jewellery breaks?

Please contact me at zoe@adelarome.co.uk and I would be happy to repair your jewellery free of charge provided it is within 12 months of purchase. Otherwise a repair charge may apply, please contact me for a quote.

Where did the brand name originate?

Adela Rome was named after my grandmother Adela and my grandfather George H.S. Rome Maclachlan.

What is your Cookies policy?

Cookies are small encrypted text files that are stored on your computer or other device when visiting this website. This website’s cookies do not store personal information and we only uses cookies to support your use of the website. Some cookies are used by Google Analytics so we are able to see statistics that show us how many people have visited our site and which pages they have viewed. These are general statistics and do not show an individual’s site usage. We never pass any visitor data to third parties. You can block, disable or delete cookies by following the instructions in your browser’s help function, although this may prevent you from using some sections of this website.