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
NOTE: FOR WHOLESALE TERMS PLEASE REFER TO THE WHOLESALE SHOP
EU CUSTOMERS
As a result of Brexit, from the 1st July 2021 EU customers will need to pay VAT and a handling fee on their purchases from UK based sellers. We’re sorry, this is out of our control.
As the fees vary from country to country we are unfortunately not able to give you an estimate of the cost. When your order is received in your country you will be contacted by your country’s customs department for payment.
HOW MUCH IS SHIPPING?
Shipping is free for orders of £50 and over if you use the code FREESHIPPING at checkout. Otherwise shipping costs £3.50 in the UK, £11 to the USA and £8.50 to the rest of the world.
HOW SOON WILL I RECEIVE MY ORDER?
Please allow us 14 days to make, 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 First Class.
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
Please note that the above doesn’t apply at Christmas, see separate post for more information.
DO YOU SELL WHOLESALE?
Yes! Drop me a line in you're interested in working together. info@katetrouw.com
CAN I COMMISSION YOU TO MAKE SOMETHING SPECIAL?
Yes I would love to. I enjoy working with a client to create something unique, send me an email if you'd like to talk it over.
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
HOW CAN I MAKE SURE I GET MY ORDER BEFORE CHRISTMAS 2023 (this will be updated for 2024 when information is available)
Good question! If you want to make sure that you will receive your order before the 25th then please place your order BEFORE the last posting dates for your region. If you are leaving it to the last minute please 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!
Wednesday, 6 December: Africa, Central and South America, Asia, Australia, Bulgaria, Caribbean, China (People’s Republic), Far and Middle East, New Zealand, Norway, Portugal, Spain
Thursday, 7 December: Cyprus and Malta
Friday, 8 December: Austria, Belgium, Canada, Czech Republic, Denmark, Eastern Europe, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Netherlands, Poland, Slovakia, Sweden, Switzerland, Turkey, USA
Monday 18th December: UK (although earlier would be better!)