Question 1

CAN I CHANGE AN ITEM ON MY ORDER?

Accepted Answer

Changes to orders cannot be made once the order has been placed and processed. If you wish to cancel the order please reach out to our team at create@unlock-the-key.co.uk

Question 2

CAN I UPDATE MY ADDRESS ONCE AN ORDER HAS BEEN PLACED?

Accepted Answer

We have a very small window that allows changes to be made to addresses. Please reach out to the team at create@unlock-the-key.co.uk

Question 3

MY ORDER HASN'T HAVEN'T ARRIVED YET. WHAT DO I DO?

Accepted Answer

Once we have dispatched the goods, you will receive a shipping confirmation. If you haven't received your order within specified time of delivery requested please e-mail create@unlock-the-key.co.uk

Question 4

WILL I HAVE TO PAY FOR TAX OR CUSTOMS ON MY ORDER?

Accepted Answer

When buying from another country, you may be charged additional fees depending on the import taxes and/or customs duties of your home country. You may need to pay the charges once you receive your order from STC.
It is typical that when buying from a seller in your country, you may be charged sales tax or VAT depending on your country’s requirements for online purchases. Purchases for which STC is required to charge sales tax at checkout differ between states and countries.

Question 5

AM I RESPONSIBLE FOR PAYING CUSTOMS FEES?

Accepted Answer

Customs fees are placed on physical goods that are imported into a country from another country or territory. These fees are applied to international sales, but never domestic.
As a buyer, you are generally responsible for paying the additional costs such as duties, taxes, and customs clearance fees.

Most customs charges are due once the package arrives in the destination country and you may be notified via email. The cost of the charges is based on: 
·   The price of your goods.
·   The package weight and dimensions, 
·   The origin country the package is being delivered from 
·   The taxes, duties, and fees of the destination country

However, this notice does not mean that additional charges for your order are guaranteed. Your local customs office can be contacted to see if additional charges need to be paid for your order.

Question 6

WHAT MATERIALS ARE SPACE TO CREATE JEWELLERY MADE OF?

Accepted Answer

Our jewellery is made of 925 Sterling Silver & 14k Gold Vermeil plating.

Question 7

HOW DO I KNOW MY RING SIZE?

Accepted Answer

Our rings are available in one size fits all as they are adjustable.

Question 8

DO YOU OFFER GIFT WRAPPING?

Accepted Answer

All items are shipped with one gift box, if you need more you can choose to add  more gifting options  at the checkout.

Question 9

HOW CAN I FIND OUT ABOUT NEW COLLECTIONS AND EXCITING OFFERS?

Accepted Answer

Sign up to our newsletter at the footer of this page or follow us on Instagram.

Question 10

HOW DO I USE A PROMOTIONAL CODE?

Accepted Answer

If you have a promotional code to use on our site (lucky you!), it's easy enough - just enter the code in the box labelled 'Gift card or discount code' at the checkout, Click 'Apply' and if your basket meets the conditions of the offer, your code will apply.

FAQ