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FAQs

Orders

Where is my order?

You will receive email confirmation once your order has been dispatched. If you have chosen a trackable service, the tracking number will be included in this email. You can also contact our Customer Care Team to help track down your order.

I have received an order confirmation, Has my order gone through?

When you place an order you'll receive two emails from us; one to confirm your order and one to let you know that your order has been despatched. If you haven't received them, please check your junk mail. You may have also accidentally entered an incorrect email address at the checkout, in this case please contact the Customer Care Team so we can adjust your details.

Can I amend my order?

We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we’re unable to amend it. It is simple to return any unwanted items back to us. Please see our Returns page. Your cancellation rights can be found here.

When will my order be shipped?

Orders will be shipped within 24 - 48 hours. Orders are not shipped on weekends or bank holidays.

How do I return an item?

We hope you adore your jewels, but if for any reason you change your mind, you can return them to us (except pierced jewellery or sale items) within 21 days of the parcel being delivered in order to receive a full refund. For more information on returns, please head over to our Returns page.

Have you received my return?

Please allow up to 10 working days for your parcel to be returned to House of Pascal. If your returns haven't reached us after the returns timeframe, please get in touch with our Customer Care Team so we can help you further.

When will I receive my refund?

Please allow up to 10 working days for your parcel to be returned to House of Pascal. You will receive confirmation of your refund once your return has been processed. Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer. If your returns haven't reached us after the returns timeframe, please get in touch with our Customer Care Team so we can help you further.

Can I exchange an item?

Of course. For more information please see our Returns policy.

I have received a faulty/damaged item

We’re sorry to hear that! It is important to let us know within 48 hours of receipt. Please get in touch with our Customer Care Team or email us at care@houseofpascal.com and we will resolve any issues as quickly as possible. Please provide photographic evidence of the damage, please also include your name, order number and let us know about the problem. We’ll be back in touch as soon as possible! In the rare case that you do receive a damaged/faulty item, we will send you a replacement immediately - free of charge of course. You will be emailed a new tracking number in order to track your order. Please note that we will only replace the damaged item with the same item that was originally purchased. However, if the damaged item that was originally purchased is not in stock, you may choose a new item of equal or lesser value.

I have received the wrong item or an item is missing

We're sorry to hear that! We do take great care when packing your orders but from time to time there may be a mix up! Please get in touch with our Customer Care Team within 48 hours of receiving your order, we will sort this as quickly as possible. Include your name, order number and let us know what is missing in your order. We’ll be back in touch as soon as possible!

I have seen a product I love but now its out of stock

We understand how frustrating it is when the item you’ve been obsessing over is out of stock. Some of our items sell out quickly. The good news is we often restock our most popular styles. Please sign up to the back in stock notification in the product’s description to ensure you are first to hear by email when the item is available again or feel free to drop our Customer Care Team an email to check if your fave styles will be restocked soon. You can also keep an eye on the Back in Stock section on our website. If you can still see the item on the website, it will be back in stock soon.

Can I get on your mailing list?

You bet! We will even give you a coupon code for 15% off your next purchase when you join our mailing list. Just scroll down to sign up in the footer below.

Shipping

Can I track my order?

If you checked out with the following services you can track your order using the tracking number in your order confirmation email here: If you checked out with the following services you can track your order using the tracking number in your order confirmation email here: Track For more information please see our Delivery page. For more information please see our Delivery page.

How long will it take for my order to arrive?

Please see our Delivery page for more information here

Do you ship Worldwide?

We do ship worldwide. Please see our Delivery page for more information.

Payments and Discounts

What forms of payment do you accept?

We accept most Debit/Credit cards and PayPal.

Where do I enter my gift voucher/discount code?

You can enter your Gift Voucher Code/Discount Code on the first page of checkout.

Why won't my discount code work?

Discount codes cannot be applied to sale items. Your discount code will only be applied to applicable products in your basket, at checkout.

Do you accept student discount?

We currently do not offer student discount.

Where can I get a discount code from?

Every so often we release discount codes across our different social media platforms. Follow us on the links below to make sure you don't miss out! Twitter Facebook

I've already placed an order but I want to use a promotional code on it, how do I do this?

Sorry, once your order has been placed we are unable to manually add a discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.

Can I use more than one promotional code on my order?

Discount codes can’t be used in conjunction with any other offer or promotion (unless otherwise stated). Only one discount code is permitted per order. Sorry!

About Our Products

What is my ring size?

Most of our rings are available in 4 sizes. XS, S, M and L. The best way to indicate which size you will need is by measuring a ring you already own using a standard ruler. Measure inside the ring from one side to the other in millimetres. Once you have this you can use our sizing chart here: Size Guide

WHAT IS HOUSE OF PASCAL’S JEWELLERY MADE FROM?

Our product ranges consist of both costume jewellery and precious metal jewellery items. More information for each of our products can be found in their descriptions. These include; solid sterling silver (925), sterling silver plated, gold and silver tone metal and gold filled metals.

What is costume jewellery?

Our silver and gold plated pieces fall under the category of costume jewellery, as these pieces are not precious metal they have a shorter life expectancy than our Sterling Silver and 18 karat Gold plated pieces.

What is plated metal and why does it make my skin green?

Gold or silver plated jewellery is made of a base metal (such as copper or brass) with a layer of gold or silver applied to the surface of the metal. Acid from your skin or from perfume/lotions can react with the base metals in your jewels to produce a green oxidation on your skin. This is not dangerous and can be washed away. If you continue to have problems, try applying a thin coat of nail varnish to the inside of your rings or the back of your necklaces.

What is gold filled metal?

Gold filled metal is tarnish resistant. It is composed of a solid layer of gold which is mechanically bonded to sterling silver. Gold filled metal has the same appearance as 14 karat gold and even with daily wear can last a lot longer than standard plated metal.

How do I take care of my jewellery

Silver/gold plated Jewellery: Keep water, lotions, perfumes and soaps away from silver and gold tone jewellery. Sterling Silver Plated Jewellery: Our Sterling Silver Plated products will last longer than our silver/gold tone products but should still be kept away from water, lotions, perfumes and soaps to prolong life. Brass: Can be cleaned up with a common brass cleaner (ie; Brasso) and a soft cloth. Sterling silver and Gold filled: You can use a silver cloth to polish your sterling silver jewellery. Try a lint-free flannel, microfiber, or other soft nonabrasive cloth as an alternative. Do not use paper towels or tissues to polish your jewellery as they contain fibers that can scratch the silver. Exposure to air naturally tarnishes silver over time so storing in airtight plastic bags is a great preventative measure.

IS HOUSE OF PASCAL’S SILVER HALLMARKED?

If the metal content of the silver is 7.78 grams or above the product will be hallmarked. The majority of our items fall below this weight band and carry the 925 mark only.

CAN I STOCK HOUSE OF PASCAL?

Sure. We welcome any opportunity to stock our products. Please therefore contact

DO YOU WORK WITH BLOGGERS/INFLUENCERS?

We certainly do! We love collaborating with social media influencers, bloggers and more. Please pop your full name and a link to your blog to

DO YOU HAVE A PHYSICAL STORE OF YOUR OWN?

No, sorry! All products are available online only. If you have any queries on our products or on a particular design, please email

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