FAQ
Getting in Touch
How can I get in touch with Abiza? We work Monday through Friday, 8:30 to 16:30 GMT. All messages are replied to the next working day, in the order they are received. You can reach us using our contact form or email us at info@abiza.co.uk
Orders & Shipping
When will my order be made and shipped? Most orders are made and posted within 2–3 days. The majority are made to order specially for you, in your preferred metal and size. If your order is time-sensitive, please contact us before purchasing and we will do our best to help.
How long does delivery take? UK orders ship by Royal Mail Tracked 24 or Tracked 48, typically arriving within 1–2 working days. International orders ship by Royal Mail International Tracked. For orders over £150, we use the Signed For option. If you are not available to sign for your parcel, it is your responsibility to arrange a pick-up or redelivery with your local post office.
What if there are postal delays? Delays can occasionally happen, particularly during busy seasonal periods or due to customs checks. This is completely outside our control. For any cancellation or refund requests due to delays, we have to wait 25 working days before we can open a claim with Royal Mail. If you need your jewellery urgently, please consider an express shipping option. All our packages are insured — we will never leave a buyer out of pocket due to a postal problem, unless an incorrect address was entered at checkout.
I entered a wrong shipping address — what can I do? Contact us right away. If your order has not yet shipped, we will update the label accordingly. If it has already shipped, we cannot intercept it, but we will give you the information you need to contact your local postal service for a redirection. If the package is returned to us, we will reship it to the correct address — a re-shipping charge will apply.
I have not received my package — what should I do? Please contact us. We will investigate and keep you updated. If the package is declared lost (after 25 working days), we will either send a replacement or issue a full refund. We will not let any buyer incur a loss due to a postal problem, unless an incorrect address was entered.
Gifts & Packaging
How can I send my order as a gift? All orders arrive in a cushioned, black Abiza branded gift box. At checkout, tick the gift wrap option if you would like the box tied with a golden ribbon and/or a hand-written gift card with your personal message. We never include any pricing information inside the package. Remember to change the shipping address to the recipient's if needed.
What does the outer packaging look like? We ship in padded envelopes rather than bulky boxes to minimise waste and ensure your order fits through the letterbox. There is no indication of the contents on the outside of the package.
Products & Materials
Will I receive the exact item shown in the photos? Product photos are magnified to show detail. We work with natural stones and while we do our best to recreate each piece consistently, you will not receive the exact stone shown — each one has slightly different characteristics, which is what makes your jewellery unique. This is especially true for uncut or rough stones such as turquoise. We carefully select every stone we use and would not send anything we would not be happy to receive ourselves.
How do I know the sizing is accurate? We take measurements carefully. All dimensions are written as close approximations in clear bullet points on each listing, and almost all listings include a scale photo. Please take a moment to read the listing in full and check all images before purchasing.
Are your gemstones genuine? Yes. All our gemstones are genuine. Any exceptions are clearly stated in the product description.
Is your jewellery nickel-free? Yes — all our jewellery is 100% nickel free.
Are your materials ethically sourced? Yes. Our own team purchases materials directly at source, which means we maintain full control over how everything is sourced and made.
What is Gold Vermeil? Gold vermeil is a thick layer of real 18k gold electroplated over 925 Sterling Silver. The plating must be at least 2.5 microns thick to be called gold vermeil (pronounced vur-MAY). It is a great affordable alternative to solid gold. We have every batch independently lab-tested to ensure consistent quality.
What is Gold Filled? Gold filled is a layer of real gold pressure-bonded to a base metal. It contains significantly more gold than standard gold plating and will not flake, rub off, or change colour. With proper care, it can last a lifetime. Keep it away from chemicals such as chlorine, bleach, and perfume, as these can cause permanent damage. Always put it on last and take it off first.
What is Gold Plated? Gold plated jewellery has a fine layer of gold applied over a base metal. It is the most affordable gold option but requires careful handling. Avoid water, sweat, perfumes, and lotions. The plating will naturally wear over time — how long it lasts depends on how well it is cared for.
Jewellery Care
How do I care for my jewellery? We source the best quality materials and take great care making your orders, but our pieces are dainty and delicate by design. Do not shower, swim, or sleep in your jewellery. Keep pieces stored separately — ideally in airtight bags — as harder gemstones can scratch softer ones. Mini polish pads for gold and silver are widely available and excellent for keeping your pieces clean.
Custom & Personalised Orders
Can I place a custom order? Yes. A custom order is anything created just for you — whether it is a variation of an existing piece or a completely new design. Please get in touch and we will discuss what is possible.
Can I return or cancel a custom or personalised order? Custom and personalised orders cannot be returned, exchanged, or cancelled once work has begun. This includes orders where materials have been sourced specifically for your piece.
Returns & Exchanges
I received my jewellery but would like an exchange — is that possible? Yes, for non-personalised items. Please check our Returns, Refunds & Exchanges page for full details.