FAQ's
- Can I cancel or amend an order once it’s already been placed?
We aim to pack orders and ship them as quickly as possible; however, we will do our utmost to make any changes needed to ensure you are completely satisfied with your order. In the event that we are unable to action your request before it is sent out, we apologise but don't worry; once the order reaches you, you can of course immediately return it back to us for an exchange or full refund.
- I am having problems placing an order, what should I do?
If you are experiencing difficulties when placing an order online, please contact sales@waterfordjewellery.com. Please quote the reference number on your order from the basket page, if applicable, for Customer Service team to take over.
- Is your jewellery genuine?
Waterford jewellery is crafted in 925 sterling silver with some accents in 14ct yellow and rose gold tones. Each piece is authenticated with the iconic Waterford Seahorse emblem and hallmarked in Dublin Castle.
- What if the item is received faulty / damaged or the incorrect item is received?
In the unlikely event that you should receive a faulty/damaged item or if we have sent a different item than was on your order, please contact sales@waterfordjewellery.com within 5 days of receipt, we can then provide a pre-paid return label and advise you how to return the item.
- What happens if my order is not delivered yet?
If your order has not arrived within the expected time frame, which is stipulated on our Shipping Page and on your order confirmation email, please contact sales@waterfordjewellery.com who will be able to help you.
- What if my order is lost in transit?
If your item has not been delivered to you within the expected time frame, please contact our sales@waterfordjewellery.com for further assistance. Please note that, due to our used delivery guidelines, for UK & Eire orders, we cannot report an item as ‘lost in post’ until after 15 working days from the date of dispatch. International timeframes differ, which will be advised upon by sales@waterfordjewellery.com.
- Can I return earrings?
Earrings will be delivered in clear plastic bags, sealed with a tamper proof security label. This will allow you to see the items and still make use of our returns and exchange policy. We will, however, not accept these items for return or exchange in the event of any visible tampering with the label or bag, due to hygiene reasons. This does not affect your statutory rights.
- How do I protect my jewellery?
We recommend that you take off your jewellery before going to bed or when taking part in any physical activity. Don’t swim wearing your jewellery because chlorine or saltwater will make it matte and dull. Avoid contact with make-up, creams and perfumes and do not bathe, shower or wash the dishes when wearing jewellery. Important: avoid the use of chemical agents, particularly those products used to maintain your home. These types of cleaning products are especially harmful to dark silver jewellery with an oxidized finish.