Are you still shipping orders?
Yes we are still shipping orders as normal. However, engraving and ring resizing services are suspended until further notice. We are also suspending customer office visits until further notice. Delivery may take longer than usual due to delays across the Royal Mail network as a result of Covid 19. Please allow up to 7 working days for delivery within the UK and up to 10-12 working days for international delivery.
Can I come and visit you?
In light of Covid-19, office visits have been suspended until further notice.
Absolutely. Just email us at email@example.com to let us know you're coming, and visit us at 25 Horsell Road, N5 1XL, Highbury East, London between 10am - 5pm, Monday - Friday. It's not a showroom, it's our office, but if you let us know you're coming ahead of time, we can prepare some pieces for you.
Do you have a store?
No, we don't currently have a store. We are stocked in Wolf & Badger in Coal Drops Yard in King's Cross, where we have a selection of our range for you to try, touch and feel.
Can I call Motley?
You sure can. Call us on 020 7319 9193, between 9:00am - 5:00pm, Monday-Friday.
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 and resized 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.
The Motley x Charlotte Garnett Strength Bracelet and Necklace in Gold Vermeil and Sterling Silver are currently non-refundable, as they are made to order.
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!
GIFT CARD FAQs:
How long is my gift card valid for?
Gift cards are valid for 24 months from the date of purchase.
How do I pay with my gift 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.
Can I use part payment with my gift card?
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.
Can I use part payment on my gift card?
Yes you can. If a gift card balance covers only part of the total basket amount, you can use another payment method to complete the transaction.
How do I find out the remaining account on my gift-card?
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, or holders of a physical Motley gift card please email email@example.com, and you will be advised of your remaining balance via email.
Can I return any items purchased with a Motley gift card?
The same Motley returns policy applies to items purchased with a gift card. If you are not happy with products purchased with a gift card, please notify our Customer Services team at firstname.lastname@example.org within 30 days of receiving the product.
What is The Trove?
The Trove is Motley’s answer to a sustainable sale. It’s a special section of our website, where you can access certain pieces we have overordered at discounted prices. Jewellery in The Trove is not damaged, faulty or out of season and is as impeccably made and designed as all Motley pieces.
Why are you doing this?
Through The Trove, we avoid dodgy retail practices, like burning or throwing out stock to keep demand high. Our margins are fair year-round, so we don’t have traditional seasonal sales. The Trove allows us to progress our sustainability mission in a responsible way, and makes sure each piece of jewellery we make ends up in a loving home.
How do I access The Trove?
Entering The Trove is quick and easy. Simply log in or register as a Motley user. Invite one friend to participate in The Trove, either through WhatsApp, Messenger or email. Then, enter The Trove.
Can I return products bought in The Trove?
Products bought in The Trove are non-refundable and non-exchangeable. You cannot apply any further discount codes to products that have already been discounted within The Trove. You can find out more about The Trove Ts and Cs here.
I saw something in The Trove that’s no longer there. Will it come back?
The Trove is replenished when we have overordered on specific pieces. It may stand empty for periods of time, and you may not see the same products in The Trove if you check in on it on separate occasions. Once we have run out of certain pieces in The Trove, they may not appear again.
I've bought from you before and I'm signed up to the mailing list. Does that mean I automatically have an account?
No, if you've bought from us before, you'll still have to create an account. You can do that by clicking here.
How do I create an account?
You can create an account here.
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
Do you sell single earrings?
We sure do, just drop us an email at firstname.lastname@example.org and we'll get you sorted.
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 email@example.com
Do you offer engraving?
In light of Covid-19, we have suspended engraving services until further notice.
Yes. Look for the 'Engrave me' sign.
We offer an engraving service for select products purchased online. Engraving options vary depending on the product style. We currently offer two fonts, however we may be able to accommodate other fonts. Send an email to firstname.lastname@example.org and we will see what we can do.
Just so you know, we don't make any profit on the engraving service. Engraving is done by our local engraver in a tiny London atelier.
How long does engraving take?
Our engraving service currently takes ten working days. Engraved items will be dispatched ten working days after placing your order. If you require an express service, please let us know prior to placing your order.
Can I return an engraved item?
Engraved pieces are non-returnable/ non-refundable.
What can I engrave?
Here’s what you can engrave:
- Characters in the following fonts: Arabic Type Setting, Viner Hand ITC. Use these to engrave your name, initials, birthday, messages.
- Some shapes are engraving friendly and some are not. If you would like to engrave something else - a shape or motif, send an email to email@example.com we will see what we can do.
Here’s what you can’t engrave:
- Inappropriate language
- Characters other than on the Standard English Keyboard
Why does my engraving look different to my previous orders?
All pieces are engraved by hand. Whilst we endeavour to keep all pieces clean, crisp and consistent there may be a margin of difference. We are human after all.
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. Any scrap foam produced is shredded and re-used in the production of another product.
Do you offer a guarantee?
If your plate fades, or something comes loose, we promise to replate or repair your jewellery for free within three years of purchase or receipt under normal conditions of standard wear and tear.
Wear and tear does not cover damage caused by extreme activities attempted with your Motley in tow. Leave your Motley in its orange pouch before you hit the mountain/surf.
What’s the meaning of life?
We think it might be linked to custard creams.