F A Q' S

Shipping & Returns Policy

We take great pride in the pieces we produce, and are especially excited to work on bespoke items. Many of our items are made to order, which allows us to maintain a sustainable, eco friendly workshop. Laura is the only craftswoman involved in the making and manufacturing process so please allow 2-3 weeks before dispatch depending on how busy the workshop is. We may collaborate with industry experts for certain more complex pieces such as specialist diamond setting. You will receive a notification via email when your item has shipped. All items are sent via Royal Mail signed for or tracked delivery.

 

Within the UK & EU

Collection: FREE (from our London workshop only)

Tracked 48hr: £4.80 (for orders to the value of £100)

Special Delivery Signed For by 1pm: £6.70 / EU £13.00 (for orders to the value of up to £500)

Rest of world

Tracked 5-7 days: £13.60 (for orders to the value of £100)

Parcelforce 6-9 days: £43.00 (for orders to the value of £500)

If you need an item in a hurry (forgot their birthday right?) please drop us an email on hello@scratchlondon.co.uk and we will try our best to come to a resolution that doesn’t leave you in the doghouse.

Our pieces are made with great care and are the result of long hours of practice and attention to the craft. If you’ve changed your mind, we’ll happily exchange your item for something else or offer a store credit. This does not include special bespoke pieces including engagement rings. In the unlikely event there is a manufacturing fault we will offer to repair the item and return it with no costs to you. All items should be returned to us in their original packaging to our studio address. Even if you live nearby the studio, please do not drop items in without prior agreement as we cannot vouch for the safety of any such items.

Returns should be sent to the following address, Scratch London, Wood Green Works, 40 Cumberland Road, London, N22 7BU.

Payments

In the case of bespoke work, we will ask for a 50% deposit upfront before we commence any work in either 2d or 3d. At this point your order is confirmed and we are unable to cancel it. The remainder of the balance is due before your pieces leave our workshop and any such pieces remain the property of Scratch London/Laura Brown until the balance is settled. For items with a value of over £2000, we are happy to offer a payment plan and will ship items once the full balance is settled.

Ring Sizing

In order to determine your ring size, especially for bespoke commission pieces, you can visit our workshop where we will measure your finger size. Alternatively, you can visit a jeweller local to you who will measure you. If this is not possible, please contact us to arrange a free ring size measuring tape.

 

Ethical & Sustainable Practices

We take great care to source the most ethical, sustainable and eco friendly materials where possible. We use either sterling or fine silver and 9 and 18ct golds, all of which are recycled. Our gems are sourced from ethical suppliers and independent lapidary artists in the UK and Canada. Our resin jewellery is made with bio resin which is made partly with plant based materials. The production of this resin also harnesses the pollution from other factories in to powering the manufacturing process, minimising the effect on the environment. We minimise our use of plastic and any plastic we receive in packing, is reused in our workshop. Our packaging is all paper based, eco friendly and fairtrade cotton. Jewellery is an investment and we really don’t believe that cheap throwaway items are worth it in the long run. Not only are they cheaply manufactured, there is often no consideration for the manufacturing chain or the individuals involved in the manufacturing process. All of our pieces are handmade in London, with very small and traceable supply chains.

Jewellery Care

We expect you to take a reasonable amount of care to preserve the life of your pieces. Laura recommends that your remove items before showering or bathing or taking part in any intensive physical activity like sports, weightlifting or swimming. Avoid contact with chemicals and perfumes, this can cause oxidisation. Oxidisation is a natural process which can be caused by chemicals, acids in the skin or exposure to air over a long period of time. This can easily be removed using a polishing cloth or toothbrush and a mild abrasive solution such as baking soda. We are happy to clean or refresh an existing patina for free, please contact us to arrange an appointment.

Repair Work

Got a special, sentimental piece that’s broken, doesn’t fit or you’d like to make into something else. We’ll happily appraise any such requests for repair. It’s easier if we see the item in person, but you can email a photo too and we’ll try our best. We can give you an estimate for any repair work before we carry it out but this may be subject to change once we receive the item in our workshop for a full assesement.

Privacy

1. COPYRIGHT

1.1 All content that appears on Scratchlondon.co.uk including pictures and text, are subject to copyright protection. If you would like to share the content on this website please contact us at hello@scratchlondon.co.uk

 2. PRODUCTS

2.1 All pieces have been described as accurately as possible on the site. However, as each piece is handmade to order, slight variations may occur. It is these slight variations that make handmade jewellery so special. The patterns that you see in resin pieces will vary.

2.2 Metal colours may vary slightly from those seen on your screen as each browser and monitor is different.

 3. PRIVACY

3.1 Scratch London are completely committed to protecting the privacy of our site visitors and customers. Therefore we will not disclose information about our customers to third parties except where it is part of providing a service to the customer with their prior agreement.

3.2 Our site may contain links to and from other websites. If you follow a link to any of these websites, please note that they have their own privacy policies and we do not accept any liability for these policies.

3.3 All personal information collected through this website will be held securely in accordance with the UK’s Data Protection Act 1998. for any further queries or comments please contact us using our contact form.

4. PRICING

4.1 We reserve the right to change prices, conduct or cancel sales at any time without notice.

 5. RETURNS

5.1 As all of our pieces are made to order Scratch London are unable to accept returns unless a manufacturing fault is present. We do not accept returns for change of mind.

5.2. All of our items are made with care, however if there is ever a fault that we have missed we are happy to repair or exchange your piece free of charge within a 2 week period from purchase. Any repairs after this time frame will incur a charge, unless it's clearly a design or manufacture fault. If the piece is faulty you are required to please contact us within 5 days of receiving your parcel.

5.3 Please note that wear and tear in the course of normal use is not considered a manufacturing fault. Our jewellery is hand made from precious metals that naturally oxidise and change with time. We are also unable to accept returns if in our opinion, you have not taken appropriate care of your purchased item as per our guidelines outlined in our care instructions.

5.4 If you order the wrong size you may return a piece for resizing within 3 days of receiving your order. Please note that you will be responsible for all shipping and re-shipping charges and resizing or re-making fees will apply. Please take a moment to check your size before ordering, please contact us if you need a ring sizer and we can send you one.

6. DELIVERY

6.1 All pieces are handmade to order so please allow two-three weeks for delivery at maximum.

6.2 We deliver worldwide.

 7. PAYMENTS

7.1 Payment can be made by Visa, MasterCard, American Express, and any other methods which may be clearly advertised on the site from time to time. Payment will be debited and cleared from your account upon completion of the packing of your order by Scratch London. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer.

ALL SALE PURCHASES ARE FINAL