Do you have a physical shop for me to see the jewellery in person?
No, but we are currently popping up in London! Come and say hi, and check out all the jewellery yourself at 14-16 Great Pulteney Street, Soho, W1F 9ND. We're here until 22nd September.
DELIVERY AND RETURNS
Do you do international shipping?
Why, yes we do. You can find our full rates at check-out.
Do you do next day delivery?
We get that you sometimes leave things to the last minute, so we offer next day delivery - and same day delivery - for a fee.
How do I return an item?
We know that sometimes it’s not quite right. If that’s the case, just email firstname.lastname@example.org within 30 days of receiving the product and we’ll send you out a free returns label. You’ll need to return your product unworn and in its original packaging.
Personalised / engraved items are non-refundable.
For international returns, we’re unable to cover the cost but based on your location, we’ll organise your return for a pre-determined fee.
A product I love says pre-order only. When will it arrive?
When you place a pre-order, it will normally take around 3 weeks. We’ll get in touch as soon as the product arrives in the UK so you’re up to date on where your order’s at.
Can I be a Pioneer?
Are you brave, strong and courageous? Well, that will help, but all you need to do to join the Motley Pioneers is have made a purchase and signed up for an account with a log-in and password.
How do I earn Pioneer credit?
By referring a friend, who then makes a purchase. For every purchaser you refer, you get £10 credit in your Motley Pioneer bank. A perfect treat for pay day.
How do I redeem my Pioneer credit?
Just go to your accounts page and select Redeem credit. You’ll get a voucher code which you can apply at the check out. Sorry this process is a bit clunky – we’re working on it!
I want to purchase a gift card
First of all, great choice. Gift cards are currently only available as an E-Gift Card sent via email (but stay tuned, for those who like to get physical, we’ll be rolling out a version to be sent through the post).
What you need to know about the Gift Card:
Gift cards are valid for 24 months from the date of purchase.
E-gift cards can be sent on a specific date or time. Please leave a note should you want us to do this, this can be up to 14 days in advance of the date.
It is a document for use by the holder. Motley will not replace the card if it is stolen, lost or damaged.
How do I pay with a gift card
What you need to know before using your gift card
Gift cards are instantly activated, once received no further action is needed.
If you want to use your E-gift card to pay at a Motley pop-up you can print it or show it on your mobile device.
If your purchase exceeds the amount on your gift card, you can combine it with any other payment method available in your country/region.
Gift cards can be used across multiple purchases, provided there is still a balance remaining on the card.
Credit dependent, gift cards cover the full basket value inclusive of postage.
If a gift card is associated with your customer account, then you can check the balance by using the link provided in the gift card email. For customers without accounts, please contact us and we’ll get back to you advising of the balance available.
You cannot use a gift card to purchase another gift card.
Most discount codes cannot be applied to gift cards. The exception is a product specific discount code where the product is a gift card.
Promotions can be used in conjunction to a gift card
I’m a jewellery designer and think I’d be a great fit for Motley. How can I get in touch?
We’re always scouting for new design talent. Drop us an email to email@example.com
PRODUCT & MATERIALS
I want your product in a different colour / material.
Let us know. It’s feedback like this that makes our product continually improve. Just email firstname.lastname@example.org
How do you price your products?
We know the jewellery industry can be very opaque. And we know that many of you have used pricing as a benchmark of quality, when in fact, much is overpriced.
Our pricing is straightforward. It’s related to the cost of the product. There are two things that drive up product cost: the weight of the metal – the more you use, the more expensive it is – and the complexity of the design. Intricate details require complex casts to be made. Fixtures and fittings – if something has stones – need setting to stay in place, which requires skill and time. The more elaborate the fastener, the more it costs. The simpler the design, the cheaper it is. The more expensive the design, the more it costs.
Our products are plated on silver, which is a more premium base metal than bronze, which you see in fashion retail. Because we cut out the middle man and sell direct to you, we can offer you a price about half of what you might pay if you were buying the same piece for a retailer. Because great design should be affordable.
What is 925 sterling silver?
We use solid 925 sterling silver to ensure great product quality and make our jewellery hypoallergenic. And for the nerds out there, 925 means 92.5% out of 100% pure silver – the remaining 7.5% is copper.
What is vermeil, and why is it better than plating on brass?
Our jewellery is plated using a technique called vermeil (pronounced ver-may). Vermeil refers to jewellery that is genuine sterling silver plated with gold to a thickness of between 2 and 3 microns. Using sterling silver as a base and plating with double the thickness of commercial “flash plating” produces a more resilient layer of gold that doesn’t wear away and ensures our jewellery is hypoallergenic.
The gold we use in our plate is 18 karat (it must be over 10 karats to count as vermeil). A karat is the measure of gold’s purity, with 24 karat gold being the purest you can get. In a plate, the karat predominantly impacts the colour of the gold; if you are, heaven forbid, buying jewellery from elsewhere, don’t be satisfied with ‘18k gold plated’ – ask what material it’s plated on.
Where does your metal come from?
Our silver and gold is sourced locally to where our jewellery is produced in Turkey.
Is your packaging recyclable?
Our outer box is made from FSC-certified grey board, and although we think it looks great, we’re totally happy if you want to recycle it. At the moment, our foam lining is not recyclable but we’d encourage you to use it to keep your studs in.
What’s the meaning of life?
We think it might be linked to custard creams.