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  • Can I add item(s) to my order after placing it?
    It’s not possible to add more items after completing your purchase. If the order was placed with the Standard Delivery option, we may be able to remove items or cancel your order if you contact us within 24 hours. Then you can replace your order with all the desired items included. We are unable to make any changes to orders being sent with Next Day delivery.
  • My order is a gift. Can you remove price stickers and invoices?
    By standard, all our products are sold without price tags and within a lovely packaging that fits pretty well as a gift, meaning it to someone else or as a special treat to yourself. Prices are removed from the product and there are no invoices with prices sent with the order, as those will be sent to you by email.
  • I am missing an email from you, what should I do?
    Sometimes, emails from us can be sent to your spam or junk folders. Please check your spam and other folders including junk, promotion and focus, in the same email address you made the purchase, before contacting us.
  • My order hasn’t arrived yet. What should I do?
    Our courier partners may experience delays that are out of our control. Please wait a week after you receive notification that your order has been despatched before contacting us.
  • I haven’t received a refund for my return, when should I contact you?"
    Our courier partners may experience delays that are out of our control. Please wait two weeks after sending your return back before contacting us. Once we have received your returned item(s), your refund will be processed within 3-5 working days and you will receive a confirmation email.
  • What do I do if I receive a faulty item in my order?
    If you receive a faulty item, please email our Customer Service Team with your order number, detailing the name of the faulty item and a photo or description of the fault.
  • I cannot process my order – Invalid Code error
    This is usually because you have used the code previously and the information is stuck in your cache and cookies. Try clearing your cache and cookies – you will need to re-accept our website’s cookies in order to place the order. Alternatively, you can try to place the order through an incognito browser window.
  • How can I make a return?
    You can return items purchased online in our website within 14 days after purchase by complying with the conditions described in our Delivery & Returns page and filling out our return form. Ornamental operates with a free-return delivery policy, meaning you will have no cost when returning a product to our premises. All items must be returned in a fully resalable condition, which means being unused and in the original packaging. We reserve the right to refuse a return on items deemed not to be resealable. For hygiene reasons, earrings can only be returned if unopened and still within fully sealed tamper-proof packaging. To return the product(s) purchased using a promotional offer, you may need to return any item gifted to you as part of the promotion. Refunds are made to the original payment method.
  • How long does delivery take?
    Standard delivery will be delivered in 2-4 days excluding Sundays & bank holidays. Next day delivery will be delivered the next day for orders placed before 12 pm excluding Sundays & bank holidays.
  • How will my order be packaged?
    We are committed to eliminating all plastic from our carrier bags and reducing the plastic content in our jewellery boxes. As a standard, all our products are sold without price tags and within a lovely packaging that fits pretty well as a gift, meaning it to someone else or as a special treat to yourself.
  • What communication will I receive regarding my order?
    You will receive an order confirmation email shortly after you’ve placed an order. You will also receive an email once your order has been dispatched. You may also sign for our Newsletter, to receive updated information about our products and special buying conditions.
  • What payment methods does Ornamental accept?
    We currently support the following payment methods: Paypal Visa MasterCard Amex ChinaUnionPay Jcb Diners CartesBancaries Discover Visa Electron Maestro
  • Why does my jewellery look different to the image pictured online?
    The product photography displayed on our website matches the product as closely as possible. And as all of our jewellery is hand-finished with genuine gemstones, wood and other natural resources, the details are very particular in each piece.
  • Is Ornamental jewellery sustainable?
    Our collections include a diversified range of upcycled, natural and sustainable materials. While shopping at our website, it’s possible to filter the products to access the ones that are 100% made from sustainable sources.
  • How should I care for my Ornamental jewellery?
    Your Ornamental jewellery must be handled with care at all times. We recommend keeping it out of reach of small children, babies and animals, and removing it before showering, exercising and swimming, also avoiding contact with chemicals, perfumes, lotions and similar products, to prevent tarnishing. In order to help you to take care of your jewellery, we will send you the Ornamental Cleaning Cloth that should be used to clean it. We also recommend keeping your jewellery separately in the packaging we sent you with your order.
  • Are resin or wood earrings heavy?
    Resin & Wood seem to be heavy materials but they are actually very lightweight. You can check the weight of all our products in the DIMENSIONS window of each piece in the product page. The weight varies from 1 gram to 9grams which is approximately a £0.50 coin.