Are you still shipping orders?
Yes we are still shipping orders as normal.
Are you doing a discount for NHS workers at this time?
We are indeed! Send through a picture of your NHS ID from your NHS email to firstname.lastname@example.org, and you’ll receive 15% off your chosen Motley. Please place your order using your NHS email.
Can I come and visit you?
Of course. You can visit our store at 5 Newburgh Street just off Carnaby Street, London.
Do you have a store?
Yes! Our pop-up store is open until 31st January 2021. More information here.
Can I call Motley?
You sure can. Call us on 020 7319 9193, between 9am - 5pm, Monday-Friday.
DELIVERY AND RETURNS
What is your Christmas delivery and returns policy?
Please find all information on Christmas cut-off dates and returns here.
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.
How do I return an item?
Sometimes, your Motley may not be quite right. If you are not happy with your purchase you can return your order within 30 days of receiving the product. Start your online returns process here. We accept returns on most orders as long as items are returned unused, in their original condition and in their original packaging within 30 days of receipt. Engraved, resized, Limited Edition and Made To Order pieces and gift cards are non-refundable.
Returns are at your own cost unless it is organised by Motley London in which case collection and return is ordinarily free of charge. Please ensure that you get proof of postage when returning an item. A full refund or credit note excluding any applicable delivery costs will be processed within 15 working days of us receiving the returned items.
Can I exchange an item?
We don’t offer exchanges at Motley. If you’d like a different piece, just return your product the normal way and then re-order the item you would like on the website.
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.
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 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?
Trove products can be returned, as long as they are in their original condition, original packaging, and returned within 14 days of purchase. 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 over ordered 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?
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.
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.
For Christmas cut-off dates, please click here.
Can I return an engraved item?
Engraved pieces are non-returnable and 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 firstname.lastname@example.org and 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.
How do I store my pearl jewellery?
Store your pearls in your Motley pouch to protect them. Lay them flat if possible, so they can get their beauty sleep when you’re not showing them off.
How do I wear my pearl jewellery?
Make sure your pearls are the last thing you put on before heading out, and the first thing you take off after a night out on the town. Wear your pearls as often as possible against bare skin - the natural oils on your skin help them keep their lustre. Match made in heaven.
How do I protect them?
Pearls are alkaline, so acids are their sworn enemy. Make sure you take off your pearls before washing up, getting in water, or working up a sweat. Your perfume, moisturizer or fake tan can damage your pearls so make sure you give them a wipe if any alien acids come their way.
Are Motley pearls freshwater or cultured?
Glad you asked. Our pearls are freshwater, and sustainably sourced. This means they’re natural and require a bit of TLC, to keep them looking as fresh as the day they came out the oyster.
Is your packaging recyclable?
Our outer and inner boxes are fully recyclable and, although we think it looks great, we’re totally happy if you want to recycle it. The inner lining is recyclable, too – just make sure you separate it from the outer box. The only bit you can’t recycle is the virgin tracing paper sleeve.
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.