FAQs

Shipping

Orders are dispatched Monday-Friday. Once we’ve received your order, we will aim to dispatch it within 2-4 working days.

We use a secure Royal Mail Tracked and Signed For service.

For overseas shipments we use DHL 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.

 

What is your return policy?

If you have questions about a particular piece before purchasing, please email us and we will answer any questions you may have lenacohenjewellery@gmail.com
Here at Lena Cohen Jewellery, we want you to be delighted with your order. If you are not 100% satisfied we will gladly accept returns and exchanges accompanied by the original receipt and box for a full refund for up to 30 days after original purchase. Please keep in mind that you have 30 days from the date of payment for the item on our website. This means that you should allow time to make a return request and receive confirmation from us. Approved returns will be credited to the original form of payment 5 to 10 business days after receiving the returned package. 

 

Return Instructions

  • Have your order number from your Shipping Confirmation email ready. If you do not have your Shipping Confirmation email, the number can also be found in your printed invoice.
  • To request a return, please email us lenacohenjewellery@gmail.com
  • Please indicate the item(s) condition and reason for your return.
  • You will receive emails to update you on the status of your return request.
  • Once the request is accepted, simply pack and send the items to our retun address.
Customers are responsible for all return shipping costs unless the item is damaged or we made a mistake. We are not responsible for lost or damaged parcels and we cannot issue a refund if your order is lost or damaged when it is being returned to us, therefore we recommend shipping all items through an insured and trackable method of shipping. We reserve the right to deny any unreasonable returns or exchanges, such as on items that have been worn, damaged, or altered. We do not offer a return for items that are made to order or on sale.

 

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 apply.

 

Where is our 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 it is less likely to be damaged when worn as jewellery.

What is the purest gold? 9 carat 14 carat 18 carat 24k gold or 100 per cent gold.
What is the purest gold? 9 karat 14 carat 18 karat 24k gold or 100 per cent gold.

 

What sort of diamonds do you use?

All our 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.

 

Where can I see the jewellery in person?

We are DTC (direct to consumer) online shop. We are happy for customers to visit our office in Hatton Garden and do require the order to either be a bespoke piece of jewellery or be £1,000 or higher for a personal appointment.

 

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:

APP_Initial_Web

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:

APP_Healed_Web

 

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.

5 useful tips when to go jewellery-free:
  1. 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.
  2. 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.
  3. In cold water – Cold water makes the fingers shrink, which is the main reason why the rings slip off easily and get lost.
  4. 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 solely for contacting you only when providing our services to you.

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

Cookies
The lenacohen.co.uk website does not currently collect cookie data.

 

How do I enquire regarding the price of a custom made piece of jewellery?

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.

 

Do you offer a warranty?

No, we do not offer a warranty on items purchased from us. This does not affect your statutory rights.

 

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