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FREQUENTLY ASKED QUESTIONS

 IS ALL YOUR JEWELLERY IN STOCK?

All pieces shown for sale on our website are in stock at all times giving you quick, easy delivery when you want it. Personalised jewellery has a lead-time of 1-2 working days depending on the item.

In unlikely event that an item becomes unavailable after you have ordered it, we will contact you right away to discuss possible alternatives or let you know of the delivery date you can expect to receive it. In exceptional circumstances, should we not be able to fulfill an order we have accepted, we will refund your card with the full price.

WHO DESIGNS THE JEWELLERY?

Ninety per cent of our jewellery is designed by the company’s founders, Narena Kohli and Morgan Jackson. Some individual pieces are bought in from our trusted suppliers because they compliment the character of the rest of the Otis Jaxon range.

WHAT IS THE JEWELLERY MADE FROM?

Everything silver is made from Sterling Silver. This means it has a minimum of 92.5% silver with the other 7.5% being alloys to increase its durability.

WHAT IS STERLING SILVER JEWELLERY?

All of our silver is “sterling” quality. This means that each piece is a minimum of 92.5% pure silver. The other 7.5% are other colourless metals, added to the silver to make it harder. Pure silver is comparatively soft and these other metals added, make silver more durable. No nickel is used in this process. 

As per British regulations, items over a certain weight will be tested for purity and Hallmarked accordingly by the Sheffield Assay Office. We do not use feature hallmarks, and try to make our hallmarking as discreet as possible to retain the integrity of our designs. For more information on hallmarking please check this link: http://www.edinburghassayoffice.co.uk/.

Where hallmarks are used, each is made up of different elements, some that are compulsory and others that are optional. Our pieces are usually stamped (or lasered) with 3 elements:

- Our company hallmark NK in a square box. 

- 925 in an oval. This indicates that it is sterling silver and imported.

- A symbol specific to the assay office used (in this case a castle turret).

 

WHERE DOES THE JEWELLERY COME FROM?

We work with craftspeople and artisans in the UK, Mexico and Italy. They are all part of small scale family run businesses and we have visited these craftspeople and their places of work and have met with their staff - and in some cases their families! In general we try to keep our overseas travel to a minimum. We then ship back components from these destinations and combine and finish them in our workshop in South West London.

HOW DO I CLEAN MY JEWELLERY?

If you look after your jewellery in a sensible manner, it will continue to look beautiful for years to come. We recommend silver polishing cloths manufactured by Town Talk Polish Company Limited (http://www.towntalkpolish.com/silver/). Unfortunately, silver does tarnish and a quick rub with a silver cloth will help prevent this. Do keep the silver cloth in the packet it arrives in because the cloth is impregnated with silver anti-tarnish power and will dry out with exposure to the air.

Whilst all Otis Jaxon pieces come in our signature packaging, these are for gift-giving purposes only, and not for storing your jewellery. We recommend storing unworn jewellery inside an airtight bag in your jewellery box to minimize tarnishing, which can occur when it comes into contact with natural elements. Airtight containers are preferable when storing your jewellery, the most common household items with this function are zip lock bags, or any other airtight bag with a non-abrasive surface. Avoid placing unworn jewellery in direct contact with other items, as this can increase risk of tarnishing, especially when stored with costume jewellery. 

Check butterflies are tight and that earrings are secure when changing clothing, and that all catches are securely fastened. All jewellery benefits from being handled and worn with care and being kept clean. Highly polished silver will mellow and develop a wonderful patina. This patina is made-up of very fine scratches, which distinguishes this metal from all others. Storing silver in newspaper or binding it with rubber bands will react with the silver, causing deep discoloration, which may have to be professionally polished. 

WHAT TARNISHES SILVER?

Silver is tarnished by sulphur-containing materials, particularly hydrogen sulphide (H2S). The most common tarnish-causing elements are wool, felt, food (eggs, onions, and mayonnaise), fossil fuels, rubber bands, latex gloves, carpet padding, and certain paints. Tarnishing is accelerated in a humid environment. Oily salts from our fingers may, if not removed, show up as corrosion patterns that may have to be professionally removed.  Silver that is worn and then gently washed and dried immediately will seldom require tarnish removal. When hand-washing, do not allow your silver to come in contact with a metal sink as it may scratch.

Keep your jewellery clean – with silver, gold and platinum jewellery you can also use a soft toothbrush, lukewarm water and some washing up liquid to take away any residues of, for example, hand cream, soap or every-day dirt (more details below).

Tarnish is easily removed when first noticed (usually a yellowish tint), and will become increasingly difficult to deal with, as it turns to light brown and eventually black. Frequent light cleanings, (washing the object with a phosphate-free detergent may be all you’ll need) are preferred to waiting until the tarnish gets so stubborn that more abrasive polishes would have to be employed.

DO NOT!

Expose your jewellery to any chemicals such as household cleaners, perfumes, hairspray etc as these could cause damage and discolouration to the surface of your jewellery (that means ‘no’ to cleaning any of your jewellery with vinegar, gin and coca cola, which can be very acidic!).

Do not wear your jewellery during activities such as exercising or gardening to avoid knocking or scratching. 

Do not let your jewellery have prolonged contact with hard or abrasive surfaces. Avoid carrying heavy bags when wearing delicate rings or bracelets as these can cause damage and misshape your jewellery.

WHAT IS GOLD PLATING AND VERMEIL?

Gold Plating (or Vermeil) is a combination of Sterling Silver with a layer of gold on top. It should be at least 10 carat gold (42%) and be at least 2.5 micrometres thick. Our plating is 18 carat and 2.5 micrometres thick and is undertaken by a gold plating company that goes back several generations in the Jewellery Quarter in Birmingham.

HOW DO I MEASURE MY RING SIZE?

For help finding your ring size, please click here Ring Sizing Guide to view/download our guide to measuring your ring size. If this does not work for you then follow our simple guide below:

How To Measure Your Finger for a Ring Size.

It is a good idea to measure the finger at the end of the day, when the finger is at its largest, and not to do it when the finger is cold, as this will make it unusually small. Bear in mind that finger sizes change throughout the day. If you are buying a ring as a surprise, you could obviously ask a friend of your partner’s for his/her ring size. Failing this, however, you could take a ring to a jeweller’s for sizing. Alternatively, you could use a pen to mark the inside of the ring on a piece of paper and take this to a jeweller’s to find out its size.

WHEN WILL I RECEIVE MY ORDER?

We endeavour to dispatch orders within 24 hours of receipt of payment using Royal Mail. We use Royal Mail 1st Class on all standard orders which has a delivery estimate of 1-2 working days. Whilst most items arrive within this timeframe, this cannot be guaranteed – we appreciate your patience if your order takes a little longer to get to you. This is particularly relevant at busy times like Christmas.

Express delivery orders are dispatched on the same day for next day delivery and you should receive the goods by 1pm the following day. For express delivery, orders should be placed before 2pm, orders placed after this time will be dispatched the following working day. Postage costs for express delivery are £9.95. Please note, express delivery can only be offered where public holidays and staff availability permit. Orders placed after 2pm. Friday will be delivered on the following Tuesday. Orders placed prior to a Bank Holiday weekend will be delivered two days after the Bank Holiday.

Special Delivery and Recorded Parcels will need to be signed for in person. Please ensure someone will be available at your specified delivery address to sign for your order. If you are not present at the time of delivery, the postman/courier will leave a calling card and you will be able to reschedule your delivery for a more convenient time. Once the goods have left us and are in the possession of Royal Mail or an international courier, Otis Jaxon cannot be held responsible for any delivery delays.

Please note, parcels being sent to a business address will be delivered to the designated delivery place at the chosen business address, not directly to the recipient.

International shipment times will vary depending on your local postal service.  Items for delivery outside the UK will be sent by trackable post. We will advise of the tracking number by email prior to despatch.

CAN I ORDER FROM OVERSEAS?

Yes. Either place your order online or call us on +44 (0)208 878 1133. Your price will be show in pounds sterling or in Euros, and the actual transaction on your card will leave your account in pounds sterling. The delivery charge for overseas is £9.95 to Europe (5-7 working days), £12.95 to the rest of the world (7-14 working days). International shipment times will vary depending on your local postal service. From experience, typical times are from 7-14 working days but this can be longer in remote areas.

WHAT ARE YOUR DELIVERY CHARGES?

Standard UK Delivery: FREE

UK orders using the standard delivery option will arrive within 1-2 working days.

Next Day UK Delivery: £9.95

UK Orders placed before 2pm will arrive next day (Monday to Thursday - excluding Bank Holidays).

Orders placed after 2pm. Friday will be delivered on Tuesday.

European Delivery Service: £9.95

Delivery to European countries will take 5-7 working days.

International Delivery Service: £12.95

Please allow 7-14 working days for international delivery.

WHAT IF I WANT TO RETURN/CANCEL MY ORDER?



If for any reason you wish to cancel your order prior to dispatch, please contact us at the workshop on +44 (0)208 878 1133 or email us at info@otisjaxon.com, within one hour of placing the order to arrange the cancellation.

HOW DO I RETURN GOODS WITHIN THE UK?

If you wish to return your item for a refund or exchange, please return it to us, unworn within 14 days of purchase, in the original packaging following the steps below:

Use the address label attached to your receipt, which is addressed to us. This is not pre-paid. If you have misplaced the invoice then our address is as follows:

Otis Jaxon Ltd, Suite 105 Parkway House, Sheen Lane, London SW14 8LS.

Place the item(s) in the original packaging and seal securely in a padded envelope. 

Return your order to us via whichever method you feel appropriate, and obtain proof of postage. Returns costs are to be covered by you the buyer, and it is your responsibility to ensure we receive your return safely. Please note: We do not accept liability for returned goods once in the hands of the Post Office or courier company. You are responsible for any carriage costs incurred in returning your jewellery and you will not be refunded for original postage costs where applicable for exchanges or unwanted goods.

HOW DO I RETURN GOODS FROM OVERSEAS?

Please follow the above steps, however, you may wish to choose a secure service for returning your jewellery as we cannot be held responsible for returned goods in transit.

Once we have received the item(s) a member of our team will contact you to confirm receipt of the parcel. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU). Please note that unauthorised returns/exchanges may be returned to the sender. Returns received outside the above time frames are accepted at the discretion of Otis Jaxon. Returns Policy for items on sale - Same returns policy as above

CAN I EXCHANGE MY JEWELLERY?

If you would like to exchange your purchase for an alternative item, please contact us on +44 (0)208 878 1133 or email info@otisjaxon.com - alternatively you can call one of our team for advice on a more suitable item.

Exchange items can only be dispatched after the returned goods have been received and have undergone a quality control check.

Alternatively, if you see something you simply must have, you can make your purchase by phone or online and we will refund your original item when it is returned to us. Please note for reasons of health and hygiene earrings cannot be returned or exchanged unless they remain in the sealed plastic bag they are supplied in.

CAN I RETURN A GIFT?

If you have received an item from Otis Jaxon as a gift you can of course return it for exchange. This must be done within the parameters outlined in this Returns Policy. Please call us on +44 (0)208 878 1133 to arrange your return.

HOW DO I RETURN FAULTY GOODS?

Faulty items will only be accepted if the goods are delivered to the customer damaged, or if there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. If a customer handles a product inappropriately or unreasonably while it is in their possession, a Partner can deduct the reasonable value of any damage caused by this from the refund amount. Handling is described as “inappropriate” and “unreasonable” if it is anything other than what is required to establish the nature, characteristics and function of the product. For a return, this also includes when the product is in transit back to the seller.

NOTE: Your statutory rights are not affected.

CAN I RETURN EARRINGS?

Please note that due to reasons of hygiene we do not normally exchange or refund earrings.

 

CAN I RETURN PERSONALISED JEWELLERY?

When ordering personalised jewellery, make sure your order is 100% accurate for your personalisation requirements. Orders cannot always be changed once in production, and cannot be returned due to mistakes on your order. You may return or exchange your personalised order but we cannot be liable for costs incurred in personalising the jewellery.

WHEN AND HOW WILL I RECEIVE A REFUND?

Items can only be refunded after the returned goods have been received and have undergone a quality control check.If a customer handles a product inappropriately or unreasonably while it is in their possession, Otis Jaxon can deduct the reasonable value of any damage caused by this from the refund amount. Handling is described as “inappropriate” and “unreasonable” if it is anything other than what is required to establish the nature, characteristics and function of the product. For a return, this also includes when the product is in transit back to the seller.

Refunds will be made within 14 days of the date of receipt of the returned item(s). The cost of any undamaged and unworn products, correctly returned will be credited to the original purchaser's credit card. As previously stated, international customs duties and sales taxes are non-refundable for shipments outside the European Community (EU). Postage costs are non-refundable on unwanted and exchange items.

WHAT ARE YOUR PAYMENT METHODS?

We accept payment online by Visa, MasterCard, Amex, Maestro, Electron or Solo. In addition, you can also pay for all or part of your order using Otis Jaxon Gift Vouchers.

You can also pay via Pay Pal. You can select either of these options at the checkout. 



All prices on this site are shown in GBP pounds (£) sterling and are inclusive of current rate of VAT at 20%. Orders shall be accepted at our sole discretion but are normally accepted once credit card authorisation has been confirmed. Product prices exclude postage, which is added at the checkout. Payment must be received in full before your order can be accepted. Overseas customers please note you will be billed in GBP pounds (£) sterling.

IS YOUR WEBSITE SECURE?

To order from Otis Jaxon you will be required to log in to our secure site and register yourself with a password. All passwords are held in encrypted form for extra security. Once orders are placed you will receive an email confirmation of your order, with your unique order reference number, your order details and the amount your card has been authorised for. Please keep this documentation somewhere safe in case you need to contact us about your order. Your order is not fully accepted and payment taken until the point of dispatch when the authorised payment is processed.

We use online payments processing provider Sage Pay (http://www.sagepay.co.uk/). Our online payment solution (as supplied by Sage Pay) includes advanced fraud screening tools to help us minimise fraud.  This includes:

Advanced fraud screening as standard

Real-time AVS/CV2 checks - address and security code match

3D Secure authentication (with Visa, MasterCard)

American Express SafeKey

Additional transaction checks that include Postal Address File (PAF) checks

 WHY SHOULD I REGISTER AN ACCOUNT WITH OTIS JAXON?

Once registered you will be able to:

Track the progress of your orders
View your order history
Create a Wishlist of your favourite pieces, which you can either make public or keep private
Register for Otis Jaxon’s Newsletter to hear about the latest designer jewellery collections. You can amend your preferences to personalise the information we send you
Update your address details

WHAT DO I DO IF I FORGET THE PASSWORD TO MY ACCOUNT?

Go to log on area and click enter the email address your registered with and you will receive an email prompting you to re-set your password to a new one. Please note that once you have done this, we would advise you to log in and change this to a new password that will be more memorable to you. If you are having problems logging on then please contact us at the workshop on +44 (0)208 878 1133. Unfortunately, we cannot help you retrieve a forgotten password.

HOW DO I VIEW MY ORDER HISTORY?

To view your Order History log on to 'My Account'. If you have not registered an account with us, you can do so here:

DO I HAVE A GUARANTEE WITH MY JEWELLERY?

All our products come with a six month guarantee. Faulty items will only be accepted if the goods are delivered to the customer damaged, or if there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty.

NOTE:

Your statutory rights are not affected.

HOW LONG DO I HAVE TO RETURN IT IF I DECIDE IT’S NOT RIGHT FOR ME?

Once you have requested by phone or by email a RA (Returns Authorisation) you have 14 days to request the return goods as long as it's in its original packaging and in a saleable condition, preferably with proof of purchase. Please note for reasons of health and hygiene earrings cannot be returned or exchanged unless they remain in the sealed plastic bag they are supplied in.

WHO DO I CONTACT IF I HAVE A COMPLAINT?

We take all complaints very seriously, we are always learning and feedback helps us to get better at what we do. If you have something to say tell us at info@otisjaxon.com. Be assured all serious complaints go straight to the directors and you will receive a rapid response.