Contact Us

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123 Street Avenue, City Town, 99999

(123) 555-6789

email@address.com

 

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FAQs

FAQs

ORDERING

How fast are orders processed?

As we're a start-up business, we ask that you allow four weeks for orders to be processed and shipped. We promise our pieces are worth the wait - they really are lovely! You can refer to the product page for specific delivery times. Once your piece is ready, you will receive an email notification with all of your tracking and shipping info.

 

Can I update/cancel my order or change my shipping address after placing?

Yes, please reach out to hello@hoopandrose.com as soon as possible for assistance.

 

What methods of payment do you accept?

We accept Visa, Mastercard, American Express, Apple Pay & PayPal.

 

Can I place an order over the phone? Do you have a phone number to be reached on?

At the moment we don't take orders over the phone. Email is the best way to get in touch. To buy something, please order through our website.

 

Do you do special orders or custom work?

At the moment we are not able to accommodate custom orders. If there is an item that you would like to see or have an idea about, please email hello@hoopandrose.com - we would love to hear your feedback.

 

What do I do if something I like is out of stock?

The best thing to do is send us an email at hello@hoopandrose.com with your request/s. We can then give you a heads up when the product is back in stock.

 

I have a question about my order, what should I do?

Please email hello@hoopandrose.com - we’d be happy to help!


RETURNS & WARRANTIES

What is your return policy?

We currently do not offer refunds due to the nature of being a start-up business. We would be happy to swap your item for you providing the piece is returned undamaged in its original box within 2 weeks of receiving a pre-paid shipping label. Please reach out to hello@hoopandrose.com for additional details. 

 

What if I ordered the wrong size?

We would be happy to swap your item for you providing the piece is returned undamaged within 2 weeks of receiving a pre-paid shipping label. Please reach out to hello@hoopandrose.com & we'll send you a shipping label so you can send this back free of charge. 

 

I have my shipping label. Is there a time limit as to when I can send back?

Please send your return item back to us within 2 weeks of receiving the shipping label. Any returns beyond this time limit will be subject to a £20 restocking fee.

 

Does my order include a warranty?

We include a six month warranty and would be happy to replace any pieces within this period. Our warranty does not cover general wear & tear or lost stones. Please note that Hoop & Rose is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. We are also unable to return any items once they have been altered by a third party jeweller.

 

My piece broke within the warranty period. How do I initiate a replacement?

For help with this, please send over a photo of the damaged product and order number to hello@hoopandrose.com


SIZING

How do I find out my ring size?

You can find a variety of ring sizers on the internet. We are currently creating a Hoop & Rose PDF ring sizer, which will be available soon. You can also email us at hello@hoopandrose.com and we’d be happy to help

 

Is there a way to measure without an actual ring sizer?

You can take a piece of string and wrap it around your finger, then make a mark where it meets. From there, you can measure with a ruler and compare to a chart online. This isn’t always the most accurate.

 

Are your rings true to size?

Yes, our rings are true to size

 

What if my ring does not fit?

We would be happy to swap your item for you providing the piece is returned undamaged within 2 weeks of receiving a pre-paid shipping label.


MATERIAL:

What quality are your diamonds? 

Our diamonds are G-H color + SI1-SI2 quality, meaning they look great to the naked eye.

 

What makes up rose gold and white gold?

Rose gold is alloyed with copper, giving it that pink hue. White gold is mixed with zinc, palladium and nickel.

 

Is white gold plated?

Our white gold is rhodium plated, giving it that high-shine quality and durability.

 

Is 9k gold safe to wear everyday?

9k gold is meant to withstand everyday wear, from showering to exercising.

 

How should I take care of my jewellery?

We include a Hoop & Rose microfiber cloth to clean and care for your jewellery.


OTHER:

I’m interested in becoming a wholesale partner of Hoop & Rose. What do I do?

Please email hello@hoopandrose.com - we'd love to here from you!

 

Where do you make your jewellery?

We design our jewellery in London and all pieces are handmade by experts in Thailand using the finest quality material and stones.