FAQs
FAQS
SHIPPING
Orders are dispatched Monday-Friday. Once we’ve received your order, we will aim to dispatch it within 1-4 working days.
We use a secure Royal Mail Tracked and Signed For Special Delivery service. UK delivery is complimentary.
For overseas shipments we use Royal Mail Tracked & Signed For Global shipping.
Your precious goods will be extra secure during every moment of the logistic process, from pick-up to delivery to you. Please note that during the busy period’s etc. national holidays, weekends your delivery may take a little longer to reach you. In your Shipping Confirmation email you will receive a tracking number to track your parcel.
For items valued over a few thousand, the shipping method may vary depending on the country of purchase. In some cases, we might opt for secure courier shipping, while in others, high-security shipping may be used. Rest assured, we prioritize the safe and timely delivery of your purchase.
INTERNATIONAL
Return postage fees, customs and other international taxes are fully covered by the customer. Please remember that there are certain rules and regulations that apply when purchasing internationally. When the package arrives in the destination country, duties and taxes may also apply.
All international shipments outside the UK are sent with secure tracked and signed-for delivery. The shipping cost will be calculated at checkout.
WHAT IS YOUR RETURN POLICY?
If you have questions about a particular piece before purchasing, please email us and we will be happy to help.
We accept returns or exchanges only where the item is unworn, unused, in its original condition, and returned with all original packaging, certificates, tags, security seals and proof of purchase.
You have 14 calendar days from the date of receiving your order to notify us that you would like to return your item. Once we have confirmed your return request, you then have a further 14 calendar days to send the item back to us.
Refunds are issued to the original method of payment within 5 to 10 business days after the returned item has been received, identified and inspected.
Personalised, resized, engraved, bespoke and made-to-order pieces are non-returnable unless faulty.
Earrings, Piercing Jewellery and Hygiene
For hygiene reasons, earrings, piercing jewellery and any jewellery intended to pass through the ear or body must be checked immediately on receipt and before being worn, tried on or inserted.
Earrings and piercing jewellery cannot be worn, tried on, inserted or used and then returned because they feel uncomfortable, unsuitable or not the right style for the piercing.
Returns of earrings and piercing jewellery can only be considered where the item is completely unused, unworn, uninserted, hygienically safe to return.
High-Value Returns
High-value jewellery returns are handled with enhanced checks. Returned pieces may be unpacked and inspected under video to verify condition, identity and authenticity.
We reserve the right to attach a tamper-evident security tag before dispatch. All original seals, tags, certificates and packaging must remain intact for a return to be accepted.
All grading certificates, including GIA, HRD or IGL where applicable, must be returned with the piece.
High-value returns must be sent using a secure, insured and trackable service suitable for the value of the item. Delivery requires a named signature; parcels cannot be left with neighbours or concierge.
Thank you for your understanding and for supporting handcrafted fine jewellery.
Return Instructions
Please have your order number ready. You can find it in your shipping confirmation email or on your printed invoice.
To request a return, please email us at lenacohenjewellery@gmail.com with your order number, the condition of the item and the reason for your return.
Once your return request has been accepted, we will confirm the correct return address and return instructions by email.
Please include your name, order number and any return reference inside the parcel so the return can be identified when it arrives.
Customers are responsible for return shipping costs unless the item is faulty, damaged on arrival or incorrect.
Please return jewellery using a secure, insured and trackable shipping method suitable for the value of the item.
Once the parcel has been posted, please email us with the tracking number, carrier name and the date the parcel was sent. This helps us identify and monitor your return correctly.
Please keep your proof of postage and tracking information until your return has been received, inspected and processed.
We cannot issue a refund if the original item is not received back by us in the required condition. We reserve the right to refuse returns that are worn, used, damaged, altered, late, unidentified, missing required packaging, missing certificates, missing tags, missing security seals, or otherwise not in line with this policy.
WHERE IS YOUR JEWELLERY MADE?
Our jewellery is made in our studio in the heart of London’s Hatton Garden.
WHY DO YOU USE 18K GOLD?
The purity of gold is usually expressed in terms of “karat”, commonly confused with diamond weight which is “carat” or “ct”. Karat is a traditional expression of gold purity with 24 karat being 100% pure gold. 18K gold is 75% pure gold, 14K is 58% pure gold and so on. The higher the karat the more pure gold is in the piece. 18 karat gold is, without a doubt, the best quality in gold. It is certainly on the higher end of the spectrum. Many individuals tend to prefer 18k over 24k as pure gold is too soft and maliable and is more likely to be damaged when worn as jewellery.
What is the purest gold? 9 karat 14 carat 18 karat 24k gold or 100 per cent gold.
DO YOU GUARANTEE NICKEL-FREE GOLD?
We cannot guarantee that our gold products are entirely nickel-free. If you have concerns about nickel, we would recommend purchasing jewellery that is specifically labeled as nickel-free.
WHAT SORT OF DIAMONDS DO YOU USE?
All our small diamonds are commercially white or above. E-F Colour VS Clarity. All stones are ethically sourced and all peers within our network comply with Conflict Free Principles which require operating to specific ethical, professional, social, legal, and environmental standards.
Do you offer certified diamonds/gemstones?
Some of our diamonds and gemstones are certified by gemologists, while others are not. For diamonds over 0.5 carats each, we can provide a diamond certificate issued by the GIA.
Why do you start at 0.5 carats?
GIA Labs do not certify diamonds smaller than 0.15 carats currently. Additionally, the cost of certification is a factor. For example, an earring with 5 small diamonds would require 5 separate certificates, making the certification cost more than the actual earring. If you would like a gemological certificate for a diamond under 0.5 carats, we can provide one for an additional fee of £100. Please note this may add about 7-14 working days to the production time of your order.
WHERE CAN I SEE THE JEWELLERY IN PERSON?
We are DTC (direct to consumer) online shop. Please note that our workshop is not open for walk-in visits. Appointments can be arranged exclusively for custom pre-booked orders.
CAN I GET A DISCOUNT?
Sometimes we may be able to offer a discount if your order includes several single items (pairs are already priced advantageously). Please feel free to email us — while we cannot promise in advance, we are always happy to review your request. As a family-run brand, you will be speaking directly to one of us, and we value building lasting relationships with our clients.
CAN I HAVE A SPECIFIC BARBELL LENGTH FOR MY PIERCING STUD?
We are delighted to offer you, our wonderful clients the option of customising the barbell ( longer or shorter) to the specific length you desire at no additional costs to you. In order to get it right for you, it is very important that you give us an accurate millimetre size of the barbell length you require when closed with the screw back. We also offer a shorter pin length for flat-back piercings at no extra cost. To ensure a perfect fit, please specify the exact mm size of the closed flat back pin. Please contact us via email lenacohenjewellery@gmail.com Or, if you are sure what barbell/pin length you need, just specify the size in the “Order Note” when purchasing the product. Please note that it will take approximately 15 working days to complete. Please note that all altered or customized items are non-returnable, as they are tailored specifically to your preferences.
WHAT YOU NEED TO KNOW ABOUT PIERCINGS
Choosing jewellery for a first piercing is obviously quite different from shopping for a jewellery suitable for healed piercings. Because body jewellery is worn inside a wound and is in contact with your internal tissues, only certain products are suitable.
The look of the jewellery that is placed in your fresh piercing must be secondary to aspects that affect safety and compatibility with your body. The size, style, material, and quality of the initial piece of jewellery all affect your ability to heal.
Remember that the piercing location is fixed, but the jewellery can be changed after you have successfully healed. Consider this brochure “Jewelry For Initial Piercings” from Association of Professional Piercers when selecting body jewellery for a new piercing:
After your piercing has healed, you have countless options to replace your jewellery when all of the following conditions are met:
• It is not tender
• The minimum initial healing time has passed
•Your piercing is no longer secreting and getting crusty
Here is some information from Association of Professional Piercers when you are ready to get your jewellery for healed piercing:
HOW TO REMOVE SCREW BACK EARRINGS
When you’re ready to remove the earring, you will need to use both of your hands. Make sure to hold on to the front of the earring, so it doesn’t get lost. Now, grab the other end in a similar way. Twist in the appropriate direction, until the backing is completely free.
When twisting the screw back please make sure that it is tightened up to the full stop and doesn’t loosen freely at the end of the earring.
Be careful to avoid dropping or banging as physical impacts can result in damage!
Please note that the piercings are very robust but small in size. Try to always hold the earring with both hands and take it off and put on a place where, if it falls, you can find it.
Leave the jewellery at home when going swimming. Sweat, salt and chlorine water all damage the jewellery. Soap can also leave a film which makes the metal seem dull.
WHAT IS PRESS-FIT SYSTEM IN PIERCINGS?
Push Pin flat back earrings have a top with a thin, slightly bended pin which allows to stay securely in place inside the hollow post.
HOW TO PUT IT ON:
1. Insert the back hollow post into your ear from the back of the ear.
2. Insert the pin halfway into the post from the front.
3. Gently apply pressure from both ends.
HOW TO TAKE IT OFF:
1. Pull both ends of the earring in opposite directions (If you are having trouble taking off your jewelry, twist the pin while you pull.)
Please remember that cartilage earrings are small and must be handled with care. We advise you to try opening and closing the earring in your hands to feel how it works before putting it into your ear for the first time.
- Going swimming – No matter if you are going swimming in a sea or in a pool, leave the jewellery at home. Sweat, salt and chlorine water can damage the jewellery.
- Putting on sunscreen – Applying sunscreen means that your jewellery will get at least one coat of it, which may kill its shine and make it dewy.
- In cold water – Cold water makes the fingers shrink, which is the main reason why the rings slip off easily and get lost.
- Doing gardening – Gardening, especially dirt and the rocks damage the jewelry. The abrasives may leave permanent damage.
WHAT IS YOUR PRIVACY POLICY?
How do we collect information from you?
Here at Lena Cohen, we currently do not collect any information from you directly via our website. Information would only be collected from you when you use our services.
What information might we collect from you?
The personal information we might collect from you includes your name, address, telephone number/s and email address.
How do we use your data?
Here at Lena Cohen we use your data for contacting you when providing our services to you. When we obtain, store and use this personal data to create a marketing product or service for our clients, this is referred to in data protection law as a “processing activity”.
Who has access to your information?
We do not share any information with third parties or partner companies. Your contact information is available to Lena Cohen solely for us to contact you when you use our services.
Your right to be forgotten
If you wish for your data to be deleted from our records, please contact us at: lenacohenjewellery@gmail.com
How can you access your information?
Should you wish to find out what information we have of yours, object to it’s use, or update your information, you may send a request to: lenacohenjewellery@gmail.com
HOW DO I ENQUIRE REGARDING THE PRICE OF A CUSTOM MADE PIECE OF JEWELLERY?
We take on individual orders if the price of the custom order is expected to be no less than £2500 this might include multiple items for this amount. More info here or please email us with your query: lenacohenjewellery@gmail.com
DO YOU OFFER REPAIRS?
Yes, in the unlikely event that an item is damaged during delivery, we will offer a free repair service. If the item was damaged due to wear and tear, we offer an affordable repair service. Please contact us with any query. All shipping costs for alterations or repairs are the responsibility of the customer.
DO YOU OFFER A WARRANTY?
We do not offer a warranty on items priced below £1000. However, for items priced at £1000 or above, we provide a one-year warranty for your peace of mind.
The warranty excludes coverage for accidental damage and/or breakage of diamonds and gemstones resulting from misuse, impacts, or falls.
Please be advised that any repair, resizing, or other services carried out by a party other than Lena Cohen will nullify your warranty.
In the event that your item sustains damage after the warranty period has lapsed, we are still happy to provide necessary repairs. Repair costs may vary, therefore we kindly ask you to get in touch with us for more information.