FAQ's

Information and FAQs

Before placing an order

Q. I need an item urgently, what can I do?

If you need an order urgently, please email us before you order at hello@murrayandme.co.uk letting us know what you would like to order and the date you need it by. If it is at all possible, we will always try to make sure we can. Unfortunately at busy periods such as Christmas and Mother's Day it is not possible.

Q. Do you accept bespoke commissions?

Yes, we make bespoke commissions. If you like a piece of jewellery on the website but want to change something, then please email us at hello@murrayandme.co.uk and let us know the details and we will advise if it is possible.

Q. Can I leave a message with an order?

Yes when you are placing an order there is a special instructions box for you to leave your request.

Q. Do you sell Gift Vouchers

Yes E-Gift Vouchers are available. They will be automatically emailed to you straight after payment has been processed. You can purchase gift voucher here

Q. How long do E-gift vouchers last?

Our E-gift vouchers last for 12 months.

Q. I’m ordering a gift can I have it gift wrapped?

All MurrayandMe orders are beautifully gift wrapped. The jewellery you have ordered will come in a beautiful MurrayandMe branded jewellery box inside a gift bag with tissue paper and an envelope containing some of our literature.

If you’d like us to post your gift directly to the recipient, please add that to the special instructions box, if you’d like us to include a special message too simply leave your message in the box also along with their name and address in the delivery address details.

Q. Can I use several gift vouchers to buy a single purchase?

Yes absolutely, you can use several gift vouchers for one purchase.

Q. I’m not sure what necklace length to purchase, can you advise?

All of our chain lengths are measured by the end-to-end length of the necklace or bracelet (including any charms or discs etc). We recommend that you measure exactly the right length for you as necklaces can hang differently depending on the individual. The best way to do this is to simply use a piece of string to measure around your neck, place the two ends together at the point you would like your necklace to sit and then measure the length of string. This was you can judge exactly where you’d like your necklace to sit.

Q. Can I buy a matching necklace for my daughter?

MurrayandMe Jewellery is designed to be worn by adults. No pieces from the collection are intended to be worn by children. So we would ask that you do not purchase MurrayandMe Jewellery for children or gift to anybody under the age of 18 please. 

Once you have placed an order

Q. How will I know my order has been accepted?

You will receive an automated email confirming your order once it has been received. Don’t forget to check your spam or junk folder. If you haven't received an order confirmation email please get in touch with us at hello@murrayandme.co.uk. We will contact you via email or telephone should we have any questions relating to your order. 

All orders placed on the website are subject to acceptance and availability, we reserve the right to decline any order. Payment must be accepted, and the billing address verified before we can dispatch any item.

Please note that should your first order request a different delivery address to the card billing address, a delay may occur whist we confirm these details with you.

Q. My order has not arrived, what can I do?

You will receive an email from us letting you know when your jewellery has been dispatched. The email will also include your tracking number. You can use this tracking number to trace your order. Please email us at hello@murrayandme.co.uk if you have any problems.

Q. Can I cancel an order or amend an order?

Once an order is placed on the website it goes to the studio to be made and is sometimes started within hours of the order being placed. You are welcome to cancel/amend your order within 24 hours of the order being placed and providing we haven’t started making your order yet.

There is an issue with my order

Q. Can I return/exchange the jewellery?

We really hope you love your jewellery. If your jewellery is personalised, we cannot offer a refund unless there is a fault. If your jewellery isn’t personalised, we can offer an exchange or a refund.

Items being returned for an exchange or refund must be returned in perfect condition, unworn and in the original packaging within 28 days of purchase. Once we receive the item back, we shall process a refund within 7 working days, we do not refund return postage costs.

Please note due to hygiene reasons, earrings cannot be returned or exchanged.

Q. There is a mistake on my personalised jewellery?

Please rest assured all jewellery is rigorously quality control during the making process and again before being packaged up. So, in the unlikely event that your jewellery doesn’t match up with the personalisation you requested, we will of course remake the item as a priority. You must inform us of any discrepancies within 7 days of receiving your order.

Alterations and Jewellery Maintenance

Q. Can I add to my necklace as my family expands?

Yes, we have a great range of designs that allow you to add additional discs and halos at a later date. There are also some styles where we can stamp further on your existing discs or halos. Please email us at hello@murrayandme.co.uk and we can discuss the options. Some of the most popular designs which can grow with your family are the Sun, Vela, Sirius necklaces. The Naos and Charm bracelets are great for adding to.

Q. Can I resize my ring or bangle?

We can help with most alterations on rings and bangles. We just need to know how much your piece needs altering by and we can do this for a small studio fee. Please email us at hello@murrayandme.co.uk

Q. How do I know if I’m ordering the right chain length for me?

All of our chain lengths are measured by the end-to-end length of the necklace or bracelet (including any charms or discs etc). We recommend that you measure exactly the right length for you as necklaces can hang differently depending on the individual. The best way to do this is to simply use a piece of string to measure around your neck, place the two ends together at the point you would like your necklace to sit and then measure the length of string. This was you can judge exactly where you’d like your necklace to sit.

Q. Can I change my necklace chain length?

If you find that the chain length you ordered isn’t quite right please or you are changing the look of your necklace we can change the chains on the necklaces or make alterations at a small fee. Just email us at hello@murrayandme.co.uk to discuss.

Q. Can I send my jewellery back for professional cleaning and polishing?

Of course. If you feel your jewellery needs a little bit of TLC then please email us at hello@murrayandme.co.uk and we will send you a returns form and advise you of the cost. This may be before a special occasion, event or just to make it feel brand new again.

Guarantee

All of our jewellery is covered by a one-year warranty. Any breakages as a result of a manufacturing defect under the 12-month warranty with proof of purchase will be repaired or replaced free of charge. After the 12-month warranty period, any accidental damage/ breakage can be repaired at charge. Unfortunately, if components have been lost, we cannot repair nor replace your item.