Contact Us

 

Use the form on the right to contact us.

Or contact us directly on

info@katetrouw.com

or

+44 7756807508

           

123 Street Avenue, City Town, 99999

(123) 555-6789

email@address.com

 

You can set your address, phone number, email and site description in the settings tab.
Link to read me page with more information.

IMG_6620_wider.jpg

FAQs

Hopefully we cover the answers to all your questions below.   If there is something we haven't thought of please email us: info@katetrouw.com


HOW MUCH IS SHIPPING?

Shipping is free for orders of £50 and over if you use the code FREE at checkout.   Otherwise shipping costs £3.50 in the UK and £7 to the rest of the world.

 

HOW CAN I MAKE SURE I GET MY ORDER BEFORE CHRISTMAS 2016? 

UPDATED TO 2017 INFO AS SOON AS THE POST OFFICE RELEASE THE DATES!

Good question! If you want to make sure that you will receive your order before the 25th then please place your order at least a couple of days before the last posting dates for your region, and then send me an email (info@katetrouw.com) to tell me that it's going to be a present and that it has to be there ON TIME!

3rd Dec: Africa, Middle east

7th Dec: Cyprus, Asia, Far East (incl. Japan), Eastern Europe (except Poland, Czech Republic and Slovakia)

8th Dec: Caribbean, Central and South America

10th Dec: Greece, Australia, New Zealand

14th Dec: Czech Republic, Germany, Italy, Poland

15th Dec: Canada, Finland, Sweden, USA

16th Dec: Austria, Denmark, Iceland, the Netherlands, Norway, Portugal, Slovakia, Spain, Switzerland

17th Dec: Belgium, France, Ireland, Luxembourg

21st Dec: UK, although please try to order sooner!!!!

 

HOW SOON WILL I RECEIVE MY ORDER?

Please allow us 14 days to make and package your item and get it in the post*. If you want an item that is out of stock please contact us - we may be able to make one specially for you.

Shipping in the UK is via Royal Mail Special Delivery.   Your parcel will be tracked, and delivery should take place before 1pm on the day after we put it in the post (unless it's a Sunday).   We will send you a notification with the tracking number so you can keep an eye on the progress of your parcel.

For customers outside the UK we use Royal Mail International Track and Sign service, which aims to deliver to Europe in 3-5 working days and the rest of the world in 5-7.   Royal Mail provides tracking information for some international destinations, but unfortunately not all.

Please note that any duties or taxes are the responsibility of the customer.   If you are outside the UK it may take a while for customs to process your package.   If your package is held up in customs please contact them directly.

*If you need your item in a hurry, please contact us BEFORE placing your order and we will see what we can do to help

 

how do pre-orders work?

If an item is marked available for pre-order it means that you can order it now, but it won't be shipped until the date given in the description. You will be charged at the point that you order.. If you change your mind at any point before the order is shipped you can contact us for a refund.

 

CAN I RETURN MY ITEM?

Yes.   If you receive your order and are less than 100% thrilled with it we will offer you a refund or exchange provided you do the following:

 - Let us know within 14 days of receipt of the item that you would like a refund/exchange, by emailing info@katetrouw.com

 - Send us back the item in the original packaging, and in it's original condition.   Unfortunately we won't be able to refund your shipping costs.   If an item is returned damaged or broken we will not be able to issue a refund/exchange.

 

HELP, I'VE LOST AN EARRING, CAN YOU REPLACE IT?

If you email me a picture of the one you have left I'll see what I can do!

 

ARE ALL YOUR PIECES HANDMADE?

Yes!   All of our items are handmade in Scotland.   As a result there may be slight differences between your item and the photographs on the site, but we endeavour to keep these to a minimum.

 

WHAT MATERIALS DO YOU USE?

Polymer clay is a non-toxic material made primarily from resins which is worked 'wet' and then hardened by firing it in an oven at a low temperature for 30 minutes.   Although our jewellery is quite sturdy, polymer clay can crack under excessive pressure.   It can also be scratched by sharp objects, so please bear this in mind when wearing your jewellery.   If the clay is marked, clean it with a damp cloth.

If the clay breaks, it can't be repaired, sorry.   If any other part of your piece breaks please contact us and we will be happy to fix it.

All findings are Sterling Silver unless otherwise stated, if you are allergic and would like to purchase a piece made with another metal please drop us a line at info@katetrouw.com

 

HOW LONG ARE YOUR NECKLACES?

The sizes below give a rough indication of how different necklace lengths sit on the body.

25-35cm (10-14") - Wraps closely round the neck

40cm (16") - Wraps loosely round the neck

45cm (18") - Sits on the collar bone

50cm (20") - Sits just below the collar bone

55cm (22") - Sits on/above the top of the bust

60cm (24") - Sits at/just below the centre of the bust

70cm+ (28"+) - Sits below the bust