Frequently Asked Questions

Yes. We use a range of delivery partners, and tracking is provided for every order. You'll get an email with your tracking number once it's dispatched; check your junk folder if it hasn't arrived.

Within 1–3 working days of your order. If you need a piece for a particular date, contact us first and we'll do our best.

Every piece ships in a Golden Horn Jewellery gift box. We take care over presentation but can't be responsible for the condition of the outer package on arrival.

Contact us as soon as possible if you need to cancel or change an order. We will do our best to help before dispatch, but changes may not be possible once preparation has begun. This does not affect your statutory cancellation or return rights; if your order has already been dispatched, please follow our returns policy.

Request a return within 30 days of delivery, including Archive Sale pieces, then post it back within 14 days of your request. Email hello@goldenhornjewellery.com with your order number or use the Returns Portal. Items must be unworn, in perfect condition and in all the original packaging; use a tracked service, as the piece is your responsibility until it reaches us. Approved refunds are processed within 10 working days after inspection and approval, subject to any shorter statutory deadline. Return postage is at your expense for change-of-mind returns; we cover it for faulty, damaged, incorrect or misdescribed items, so contact us before posting. Unworn and unused pierced earrings, earring pendants, ear cuffs and hair accessories are included in the same 30-day return request period. Your statutory rights are not affected. Full details are on the returns page.

Standard pre-orders and standard items made after you order are eligible for our usual returns policy: request a return within 30 days of delivery, then send the item back within 14 days of your request. Only items personalised or made or altered to your individual specifications are excluded from change-of-mind returns. This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

Every piece is made by hand, so slight variations from the images are natural.

Some do, some don't. It's stated in the product details on each product page.

Most designs exist in one or two examples and, as part of The Archive Sale, we won't remake designs once they sell out. Email us and we'll tell you if it can still be sourced.

Yes. Repairs are done by our artisans in Istanbul and typically take 5–6 weeks from receipt: evaluation can take up to two weeks, then we agree any details or fees with you before starting. The piece comes back tracked. See the care and repair page for how to send it in.

Handle it with care and keep it away from water, especially salt water and chlorine. The full guide is on the care and repair page.

Email our Client Care team at hello@goldenhornjewellery.com; we aim to reply within 24 hours. The chatbot on the site is available round the clock for quick questions.