FAQ
Have questions? We've got answers!
Orders
Add the items you wish to purchase to your cart from the product page. Certain items offer customisation options - please make your selections on the product page before adding the item to your cart.
From the cart page, you can preview shipping options, apply discount codes, add notes like instructions for your order and choose from several quick checkout methods.
If your preferred express checkout option isn’t displayed, proceed to the checkout page to view the full range of payment options, including debit and credit cards, as well as instalment services such as Klarna, Shop Pay, Clearpay, and PayPal.
If you would like to order something bespoke or not available on our website, please see our custom request page.
Once your order has been placed, you will receive a confirmation email. You can also check the status of your order by signing into your customer account on our website or by entering your order number into our webchat.
If you have not yet had a shipping confirmation email with your dispatch and tracking information, please get in touch as soon as possible at customerservice@emilyproudfoot.com so we can update your order information.
Unfortunately if your order has already shipped, we will not be able to amend your dispatch details.
Depending on how far we are into production, will determine if we can make any changes to your order. Please contact us as soon as possible to request any amendments to your order.
Payments
Gift Vouchers
Gift vouchers are treated as a payment method in the form of store credit and can be applied at the checkout stage only.
They may be used to pay for the full order if the voucher value covers the total, or combined with another payment method such as card, Clearpay, or Klarna. Gift vouchers can also be used alongside valid discount codes or promotional offers.
Discount Codes
Discount codes can be entered in the code section of your basket to see an updated order total alongside shipping costs before proceeding to checkout. If you forget to apply your code in the basket, you’ll also have the option to add it later during checkout.
Some discount codes can be combined. For example, if separate promotions are running (such as 10% off earrings and 20% off necklaces), both discounts will be applied automatically to the relevant items in your basket.
Other discounts cannot be combined. For instance, a storewide promotional discount cannot be used together with a loyalty reward. In these cases, only one discount code may be applied per order.
We accept:
- All major debit and credit card providers
- Googlepay, PayPal and Apple Pay
- iDEAL (Available in the Netherlands)
- Bancontact (Available in Belgium)
We also offer the option to split your purchase over interest free* instalments. To pay for your order by installments, the following payment providers can be selected during checkout*:
- Klarna
- Clearpay
- Shop Pay
- Paypal
* T&C's apply. 18+ only, subject to location and credit checks. Late payment fees may apply. Please spend responsibly.
Yes. You can pay in instalments using Clearpay, Shop Pay, Paypal or Klarna, which are available at checkout.
These options allow you to split the cost of your order into manageable payments, subject to approval by the provider. You can also combine instalment payments with gift vouchers or valid discount codes, where applicable. T&C's apply.
Shipping & Delivery
Yes, we ship worldwide!
Due to the nature of our business, we only ship orders using tracked and signed-for delivery services to ensure your jewellery arrives as quickly and securely as possible.
We do not offer in-person collection. Every order is sent in a discreet, fully insured, tracked, signed-for parcel to protect your purchase and guarantee safe delivery.
MADE TO ORDER
Made to order production times can be found in each product description. Emily lovingly hand crafts every piece from start to finish and to your desired specifications. Please allow the full production time in the description.
On average customised jewellery takes 4-8 weeks for crafting and hallmarking (which is a legal requirement).
READY TO SHIP
Ships within 1-3 business days
CUSTOM DESIGNED GOODS
Our custom designed goods are tailor made to your individual brief and require additional care, attention and time to perfect. On average custom designed goods ship within 3 months unless stated otherwise.
NEXT DAY DELIVERY SERVICES
Please note premium shipping services, such as next day delivery require one working day from order date for handling and packing.
For example: If you order on a Friday or over the weekend and select special next day, your item will not ship until Tuesday morning.
GRACE PERIOD DURING THE HOLIDAYS
All of our products are created in house or by using specialist 3rd party services, like hallmarking or casting. Every product has a rough shipping guideline in the listing and I will always do my best to ship within this time frame. During busy periods like Christmas or sale periods, there may be a 1-2 week delay in shipping due to myself and our suppliers experiencing high order volumes. We will always contact you in this event to update you on any issues and will always ship in time for the holidays.
When your order ships, you'll receive a tracking link via email or text, depending on the communication methods selected at checkout.
CAN'T FIND YOUR SHIPPING EMAIL?
Please check spam or junk folders as sometimes they may accidentally sort this email into the wrong folder. Please allow up to 72 hours for your tracking link to update, tracking links will go live once the courier has collected and processed your parcel through their system.
Individual courier service times can be found alongside courier services in the cart and at checkout.
Delivery typically takes between 2-3 working days for UK parcels and 5-14 days for international parcels after any required lead times have been completed.
We offer complimentary express courier delivery for all locations including the EU on orders £1000 & over via either DPD, DHL or Fedex Express.
Please note you must provide a valid email address and telephone number for the courier. Failure to provide this information will delay dispatch of your order.
- Shipping is calculated at the checkout and is based on location.
- Approximate shipping time frames are listed with each service option in basket and at the checkout.
- All orders are shipped with tracking and/or signature receipt.
- Our shipping fee does not include import charges or taxes, which are the sole responsibility of the buyer, please note failure to pay custom fees on international orders will delay delivery.
- Our standard shipping service for parcels going to Scotland, England and Wales is Royal Mail Next Day Delivery with an insurance coverage of up to £2,500. Orders above £2,500 will be shipped via a private fully insured courier.
Please note: we may upgrade your chosen courier method if there is a faster courier service available that offers the level of insurance and security required for your orders delivery. We will never charge you more shipping fees for this upgrade and only use this method if you have:
- Chosen service add ons like home sizing service
- Placed an order with multiple items which may require split deliveries
- Your order has qualified for free delivery
- You have spent over £1000, which will require a higher rate of insurance as well as signed and ID verified delivery
- During the holidays to ensure you receive your order in time (if you have ordered by our deadline dates and our production has delays due to higher order volumes)
You must provide a valid email address and telephone number when placing an order. This information is required so we can pass it on to the courier, who will use it to update you about your delivery.
Failure to provide up-to-date and valid contact information will delay the dispatch of your order until the correct details are received. This requirement is in place not only to ensure smooth and timely delivery but also to help prevent postal fraud.
We may upgrade your chosen courier method if there is a faster courier service available that offers the level of insurance and security required for your orders delivery. We will never charge you more shipping fees for this upgrade and usually use this method if you have:
- chosen service add ons like home sizing service
- placed an order with multiple items which may require split deliveries
- have spent over £1000, which will require a higher rate of insurance as well as signed and ID verified delivery.
In the event of a missed delivery, it is the buyer’s sole responsibility to rearrange delivery or collect the parcel from the local delivery depot within 14 days.
Buyers are responsible for all sales tax, import tax, customs duties, and any other fees incurred. We do not accept cancellations or returns for custom-made orders in an attempt to avoid paying import fees.
Failure to accept, collect, or pay any required duties is not covered by our parcel insurance and will not be reimbursed in the event of loss.
Please note: we do not offer refunds or reimbursements for the order or parcel value in the event of you failing to accept, collect, or rearrange delivery within the courier’s holding period. If a parcel is returned by the courier in this event, the buyer must cover any additional shipping costs for redelivery.
By purchasing from our website, you confirm your agreement to these terms.
Returns & Exchanges
WHAT IS YOUR RETURNS WINDOW
To be eligible for a return, your item must be unused and in good condition. Please include all original packaging and a note of your order number.
You can request a return on your customer account page with ease. If you are unable to sign into your customer account, please email us customerservice@emilyproudfoot.com to arrange a return.
Please make us aware of your intention to return your order within 14 days of delivery and send the order back using a tracked delivery service within 30 days. If the stated days have gone by since your purchase, unfortunately we can’t accept returns.
Several types of goods are exempt from being returned or exchanged.
Non-returnable items:
- Gift cards
- Custom Designed Goods
- Made To Order Fine Jewellery (as it's custom made to size and metal)
- Cosmetics or skincare (for hygeine purposes)
- Earrings or body jewellery (for hygeine purposes)
- Final Sale and Clearance (including Sample Sale)
To return your product, please contact us using the tab at the bottom of the page and we can forward on your return information.
Buyers are responsible for all shipping costs associated with sending back a return. The original shipping costs will be deducted from your refund. We recommend using a trackable shipment service that is insured against damage or loss.
Once your return is received and inspected, we will notify you via email. All refunds are processed within 10 working days. Please note: returns must be sent with all original packaging and must be in good unworn, resell-able condition.
If you are unsure of have any queries, please get in touch.
Gifts
If a ready to ship item was marked as a gift when purchased and shipped directly to you, you’ll receive online credit for the value of your return. Once your return is received, a gift certificate will be issued and sent by email.
Exchanges
If you need to exchange your order, send us an email at customerservice@emilyproudfoot.com. Please note items listed on our excluded returns list are non exchangeable.
CANCELLATION
Due to the custom nature of our business, we do not accept order cancellations after 24 hours of the order being placed. This excludes ready to ship products that do not fall under our non returnable items list.
CHARGEBACKS
Please be aware fraudulent use of our website through use of credit card or PayPal chargebacks in relation to services already rendered for made to order or custom designed goods, will be reported to the police, Action Fraud and will result in permanent account suspension from all of our website platforms, effective immediately. By purchasing from our website you accept these terms.
Bespoke Design Service and Adding Customisation
Please see our dedicated bespoke service page here
We offer an add on sizing service with all ring purchases, please select 'add sizing service' in the sizing drop down menu and we will send you a reusable sizer in the mail. Once received, send us your size over email and we'll make your order to size.
Alternatively, please see our Size Guide for our sizing conversion chart. We can make jewellery in both UK and US sizes.
Please see our Engraving Guide for more information on our customisation option.
Please see our Materials Guide for more information on our available customisation option.
Warranty, Care & Repairs
All products come with a 3-year manufacturing warranty. During this period, we will repair any qualifying issues free of charge.
The warranty covers manufacturing and structural faults. It does not cover accidental damage or damage resulting from normal wear and tear.
Where possible, we may be able to restore your piece or replace stones outside of warranty coverage for a reasonable fee. Please contact us for further information and pricing.
Please note that any repairs carried out by a third party, or attempts to repair the item yourself, will void the warranty. The warranty also does not apply to items purchased through resale or third-party marketplaces.
HOW DO I ARRANGE A REPAIR?
Please get in touch via our contact page to arrange a repair.
HOW DO I SHIP MY REPAIR TO YOU?
We recommend using a trackable shipment service that is insured against damage or loss. Buyers are responsible for all return shipping costs and custom fees (if applicable) for repairs.
OUR MATERIALS
We offer our products in a range of metals, such as brass for our lighter cases and silver, high carats of solid gold (9k, 14k or 18k) or platinum for our jewellery.
Product materials are listed in the description. All of our products are handmade using recycled and ethically sourced materials where possible.
All polishes and finishing products that we use in post production are animal product free.
VARIANCE IN GEMSTONES
Natural gemstones are diverse in colour and feature their own unique characteristics. We think this makes our pieces special however please be aware made to order products will not have the exact same stone as our original sample photo. We aim to use stones as close to the original as possible but can't always guarantee the exact same colours or inclusions. The same can be said for engraved products - we will do our best to re-create the engraving as close to the one photographed on the listing, but due to the handmade nature of our business, each piece will have it's own unique characteristics and may differ slightly.
JEWELLERY CARE
Please see our detailed care guide for information on each metal we offer and how to care for them.
Products
If you suffer from metal allergies, we recommend choosing platinum or high-carat solid gold, such as 18k gold, depending on the type and sensitivity of your allergy.
Most allergic reactions to jewellery are caused by base metals such as brass, copper, or nickel, which are commonly found in fashion or costume jewellery. Choosing higher-quality metals can significantly reduce the risk of irritation, as they contain a lower percentage of other mixed metals.
Yes! We are proud to celebrate a decade of creating eco-conscious jewellery. See our sustainability page for more information on our environmental responsibility
In line with European regulations, all heavy silver and gold jewellery items are hallmarked by the London Assay and Birmingham Assay office.
Our gold and heavy silver jewellery is hallmarked in line with the Hallmarking Act 1973 by the London Goldsmiths’ Assay Office or Birmingham Assay Office. Hallmarks have been used for centuries in the UK as a guaranteed mark of metal purity and quality.
Some pieces such as lightweight silver studs, which are under the legal weight requirement, are exempt from hallmarking and may be sent without a hallmark.
Although relatively rare, some people experience a mild skin reaction to 925 sterling silver due to naturally acidic skin. This can cause temporary oxidisation when the copper content in 925 silver jewellery, particularly rings, comes into contact with moisture, household chemicals, lotions, or sunscreens.
This reaction usually subsides with regular wear. However, we recommend cleaning your jewellery gently with dish soap and lukewarm water, then buffing dry with a microfibre cloth to help neutralise the reaction more quickly.
For those who continue to experience skin reactions, we offer a rhodium (platinum) plating service, which creates a barrier to prevent further oxidation. Please email us to discuss platinum plating options.
Legal, Privacy and Terms of Service
OVERVIEW
This website is operated by Emily Proudfoot. Throughout the site, the terms “we”, “us”, and “our” refer to Emily Proudfoot. Emily Proudfoot offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including any additional terms, conditions, and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation browsers, vendors, customers, merchants, and contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all terms and conditions of this agreement, you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc., which provides us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 – ONLINE STORE TERMS
By agreeing to these Terms of Service, you confirm that you are at least the age of majority in your country of residence, or that you are the age of majority and have given consent for any minor dependents to use this site.
You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction when using the Service (including but not limited to copyright laws).
You must not transmit any worms, viruses, or destructive code.
A breach or violation of any of these Terms will result in immediate termination of your Services.
SECTION 2 – GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (excluding credit card information) may be transferred unencrypted and may involve transmissions over various networks and changes to meet technical requirements. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service without express written permission from us.
Headings used in this agreement are for convenience only and do not limit or affect these Terms.
SECTION 3 – ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information on this site is not accurate, complete, or current. The material is provided for general information only and should not be relied upon without consulting primary sources. Any reliance on the material is at your own risk.
Historical information may be provided for reference only and is not current. We reserve the right to modify site content at any time without obligation to update it.
SECTION 4 – MODIFICATIONS TO THE SERVICE AND PRICES
Prices are subject to change without notice.
We reserve the right to modify or discontinue the Service at any time without notice. We shall not be liable for any modification, price change, suspension, or discontinuance of the Service.
SECTION 5 – PRODUCTS OR SERVICES
Certain products or services may be available exclusively online and in limited quantities. These are subject to return or exchange only according to our Refund Policy.
We have made every effort to display product colours and images accurately, but we cannot guarantee your device’s display will be exact.
We reserve the right to limit sales by person, region, or jurisdiction and to discontinue products at any time.
We do not guarantee that products or services will meet your expectations or that errors will be corrected.
SECTION 6 – ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse or cancel any order. Limits may apply per person, household, or order.
You agree to provide current, complete, and accurate purchase and account information and to promptly update your details as needed.
For more information, please review our Refund Policy.
SECTION 7 – OPTIONAL TOOLS
We may provide access to third-party tools “as is” without warranties or liability. Use of optional tools is entirely at your own risk.
Future features or services will also be subject to these Terms.
SECTION 8 – THIRD-PARTY LINKS
We are not responsible for third-party websites or materials and accept no liability for related damages. Please review third-party policies before engaging in transactions.
SECTION 9 – USER COMMENTS, FEEDBACK AND SUBMISSIONS
You agree that we may use any comments or submissions without restriction or compensation. We are under no obligation to maintain confidentiality or respond.
You agree your comments will not violate third-party rights or contain unlawful or harmful material. You are solely responsible for your comments.
SECTION 10 – PERSONAL INFORMATION
Your submission of personal information is governed by our Privacy Policy.
SECTION 11 – ERRORS, INACCURACIES AND OMISSIONS
We reserve the right to correct errors and cancel orders if information is inaccurate at any time without prior notice.
SECTION 12 – PROHIBITED USES
You are prohibited from using the site or content for unlawful purposes, infringement, harassment, misinformation, malware distribution, data scraping, or security interference. We may terminate access for violations.
SECTION 13 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
The Service is provided “as is” and “as available” without warranties. Use of the Service is at your sole risk.
To the fullest extent permitted by law, Emily Proudfoot shall not be liable for any indirect, incidental, or consequential damages arising from use of the Service or products.
SECTION 14 – INDEMNIFICATION
You agree to indemnify and hold harmless Emily Proudfoot and affiliates from any claims arising from your breach of these Terms.
SECTION 15 – SEVERABILITY
If any provision is deemed unenforceable, the remaining provisions shall remain in effect.
SECTION 16 – TERMINATION
These Terms remain effective unless terminated by you or us. Obligations incurred prior to termination shall survive.
SECTION 17 – ENTIRE AGREEMENT
These Terms constitute the entire agreement between you and us and supersede prior agreements.
SECTION 18 – GOVERNING LAW
These Terms of Service shall be governed by and construed in accordance with the laws of the United Kingdom.
SECTION 19 – CHANGES TO TERMS OF SERVICE
We reserve the right to update these Terms at any time. Continued use of the Service constitutes acceptance of changes.
SECTION 20 – CONTACT INFORMATION
Questions about the Terms of Service should be sent to:
info@emilyproudfoot.com
PRIVACY POLICY
Last updated: 5 November 2025
Emily Proudfoot operates this website and store, including all related information, content, features, tools, products, and services (the “Services”). The Services are powered by Shopify, which enables us to provide a secure and seamless shopping experience.
This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit, use, or make a purchase from our Services, or otherwise communicate with us. Where there is any conflict between this Privacy Policy and our Terms of Service, this Privacy Policy will apply in relation to personal data.
By accessing or using our Services, you acknowledge that you have read and understood this Privacy Policy.
PAYMENT PROVIDERS – KLARNA & BILLPAY
To offer Klarna’s payment options and assess eligibility, we may share certain personal information with Klarna. This typically includes contact and order details. Klarna processes your personal data in accordance with applicable data protection laws and its own privacy policies.
- Pay Later / Get First, Pay Later
Your personal data may be transferred from Klarna to Billpay GmbH (“BillPay”). BillPay may share your data with credit reference agencies for identity and credit checks. - Pay Now (SOFORT Direct Banking)
Your personal data, including contact and order information, is processed directly by Klarna.
Further information about Klarna’s data practices can be found in Klarna’s Privacy Policy and BillPay’s Privacy Policy.
PERSONAL INFORMATION WE COLLECT
“Personal information” refers to information that identifies or can reasonably be linked to you. This does not include anonymised or de-identified data.
Depending on how you interact with the Services, we may collect:
Contact Details
Name, billing and shipping address, phone number, and email address.
Financial Information
Payment card details, transaction information, payment confirmations, and other payment-related data. Payment information is processed securely via our payment providers and is never stored directly by us.
Account Information
Username, password, preferences, and settings.
Transaction Information
Products viewed, added to cart or wishlist, purchased, returned, exchanged, or cancelled.
Communications
Information you provide when contacting us, including customer service enquiries.
Device & Usage Information
IP address, browser type, device identifiers, and information about how you navigate and interact with the Services.
SOURCES OF PERSONAL INFORMATION
We collect personal information from:
- You directly (e.g. when making a purchase or contacting us)
- Automatically, via cookies and similar technologies
- Service providers, acting on our behalf
- Partners and third parties, where permitted by law
HOW WE USE YOUR PERSONAL INFORMATION
We use personal information to:
Provide and Improve the Services
Including processing payments, fulfilling orders, managing accounts, arranging shipping, handling returns, and personalising your shopping experience.
Marketing and Advertising
To send promotional communications and display relevant advertising, subject to your preferences and legal rights.
Security and Fraud Prevention
To protect our Services, prevent fraudulent activity, and ensure secure transactions.
Communication
To provide customer support and maintain our relationship with you.
Legal Compliance
To comply with legal obligations, enforce policies, and respond to lawful requests.
HOW WE SHARE PERSONAL INFORMATION
We may share personal information:
- With Shopify, payment processors, delivery partners, analytics providers, and other service providers
- With marketing and advertising partners, in accordance with their privacy policies
- Where you request or consent to disclosure
- Within our business group or affiliates
- In connection with legal obligations or business transactions
RELATIONSHIP WITH SHOPIFY
Our Services are hosted by Shopify. Shopify processes personal information to provide and improve the platform, including enhanced features such as analytics and personalised advertising.
Shopify acts as a data controller for certain processing activities. For more information, please review the Shopify Consumer Privacy Policy and Shopify Privacy Portal.
THIRD-PARTY LINKS
Our Services may include links to third-party websites. We are not responsible for their privacy practices or content. Please review their policies before providing personal information.
CHILDREN’S DATA
Our Services are not intended for children. We do not knowingly collect personal information from individuals under the age of majority. If you believe a child has provided personal information, please contact us to request deletion.
SECURITY & RETENTION
We use reasonable security measures to protect your personal information, but no system is completely secure. Retention periods depend on legal, contractual, and operational requirements.
YOUR RIGHTS
Depending on your location, you may have rights including:
- Access to your personal information
- Correction or deletion
- Data portability
- Objection to processing
- Withdrawal of consent
- Opt-out of targeted advertising
UK and EEA residents have additional GDPR rights. Requests can be made using the contact details below. We may need to verify your identity before responding.
INTERNATIONAL TRANSFERS
Your personal information may be transferred outside your country. Where required, we rely on approved safeguards such as Standard Contractual Clauses.
CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated revision date.
CONTACT
For questions about this Privacy Policy or to exercise your rights, please contact us at:
customerservice@emilyproudfoot.com