Frequently Asked Questions
- How do I place an order?
Can I order over the phone?
Sure, our sales team would be happy to place an order for you. contact us
How can I cancel or amend my order?
Please contact our customer care team via email as soon as possible, including your order number, at firstname.lastname@example.org.
While we will always attempt to cancel your order or make the requested changes to your design, this may not always be possible due to the speed with which orders are processed.
Unfortunately we are unable to cancel or amend any orders that have already reached ‘In Production’ status.
Why was my order cancelled?
Your order may have been cancelled for a number of reasons, such as issues with your payment or delivery address. If your order (or part of your order) is cancelled and payment has already been taken, then the appropriate amount of money will be refunded to you. Refunds are completed within 14 calendar days, but this may vary depending on your bank or payment provider.
Why does it take six to eight weeks between order and delivery?
We don’t believe in fast fashion; true luxury means taking your time. To minimise waste, maximise sustainability and ensure brilliant quality, all our jewellery is handmade to order at our partner workshops in Italy. The handiwork involved is incredible, with painstaking attention to quality and detail. This means our bespoke pieces take between six and eight weeks from design to delivery. But we promise they’re worth the wait.
What if I cannot wait six or eight weeks?
Depending on your chosen product, your combination of precious metals and stones, and subject to workshop capacity, on a limited number of occasions we might be able to fast-track your order.
You can contact our sales team via email@example.com to enquire if we can make it happen. Please be aware that additional charges might apply.
What communication will I receive regarding my order?
Shortly after placing your order and subject to your payment clearing, you will receive an order confirmation. Please check carefully that it:
– Shows the right product;
– Includes your hidden message; and
– Lists the correct precious metal and diamonds/gemstones.
Over the next six to eight weeks, while our Italian artisans create your piece of codebyEdge jewellery, you will receive up to five progress updates via email.
Once your jewellery has passed our internal quality assurance process, we will send you a shipment confirmation with a tracking number.
How do I know the status of my order?
During the six to eight weeks that it takes to hand-craft your piece of codebyEdge jewellery, we will keep you informed via email.
We also encourage you to sign-up for a codebyEdge account. This will allow you to follow the progress of your piece of jewellery while it is created, in the ‘MyAccount’ section of our website.
Alternatively, feel free to contact our customer care team via firstname.lastname@example.org. Please be sure to quote your order reference in every communication.
What payment methods do you accept?
We currently support the following payment methods:
– Visa (credit/debit)
– American Express
– Direct bank transfer (EUR, GBP, and USD only)
We offer payments using Klana for payments with the UK, US and Australia.
Please note that you will need to use the identification method required by your issuing bank for payment with Visa and MasterCard.