Frequently Asked Questions

Yes, we offer eGift cards that you can purchase online. They are available in £20, £50, £75, £100 or custom denominations. Our eGift cards can be purchased by one individual, or by multiple contributors for one recipient. Our eGift cards are provided by Square, they don't expire, and can even be reloaded via the Square app.

We don't offer gift wrapping as part of our regular services, however we can consider requests on a case-by-case basis, such as a customer wanting their purchase sent as a Christmas gift directly to a recipient overseas. Please message us to discuss. We can also enclose a redacted shipping note to hide the cost if required.

Elizabeth Roy Charms is located in the south of England. As we are an online-only store, we are unable to receive in-person visits.

We can attach the charm if you message us to say whereabouts on the bracelet you want it positioned, but we cannot offer a soldering service at the present time. Your local jeweller should be able to carry out this service for you and we would always recommend having charms soldered to bracelets, for security. We would also recommend having the jump ring soldered closed if you're going to wear the charm as a pendant.

We can certainly try, we’re always on the lookout for the rare & unusual and sometimes something wonderful comes along. Please do send us an email with what you’re looking for and we can add you to our customer list for early notice of new finds. We will contact you if we find what you’re looking for.

Unfortunately we cannot sell jewellery on behalf of customers, however we do occasionally purchase from private individuals in special cases. If you would like to send us an email with full description and some good clear photographs of your unwanted charm bracelet, (or even loose charms), we would be happy to take a look. Or why not try wearing it again and see whether you can bring the magic and enjoyment back? We love a good traditional charm bracelet and it’s our mission to bring them back into fashion!

Yes, all of our stock will have been pre-owned, but in most cases the condition will still be very good. We don't sell excessively damaged or worn items. Some of our items are in such pristine condition that they may have been only lightly used, or indeed were never worn. Please see our Authenticity FAQs for further information.

We offer free delivery worldwide. All UK deliveries are sent via Royal Mail signed-for 1st class postal services and all worldwide deliveries are sent via Royal Mail, Courier, or Parcel Force, using International Tracked and Signed-for services, depending on your location and on the availability of services offered to that location.

Typically your purchase will be posted within 48 hours of your payment being cleared through the payment gateway. Within the UK, your item should take only a day or two to arrive. Worldwide, deliveries should take between 3-10 working days, depending on your location.

You may need to sign for your order, depending on the shipping services offered in your country. Where possible, please ensure somebody is around to take the delivery to avoid disappointment. Please be aware that your local delivery service provider may be implementing special health and safety measures at the present time, such as signing on your behalf or leaving your parcel outside your door.

We always obtain certificates of posting and despatch by tracked services where possible, however sometimes packets can go astray and if you are worried please email us. We will raise compensation claims as necessary, to the insured amount. Claims can be raised after 10 working days for UK packets, and after a period of up to 25 working days for International post, so we will have to wait for these periods of time to elapse before we can proceed with a claim.

Online payments are processed by Square, who are one of the market leading Merchant account service providers, providing secure credit card processing. Square accepts all major credit/debit cards, plus Apple Pay on supported devices. Elizabeth Roy Charms does not record any of your financial details.

We now offer the option to purchase through Klarna or Clearpay, both of which enable payment in installments, subject to status.

Yes, all orders are sent by insured shipping services subject to restrictions and limitations imposed by 3rd party shipping services. We pack all items discretely and in secure packaging.

If you are ordering from outside the UK you may be liable to pay local import duty and taxes. It will be your responsibility to pay all applicable customs duties and taxes for your country. Such taxes will not be refunded if you decide to return an item to us.

You have the legal right to cancel your purchase subject to certain conditions. If you simply have a change of heart, or you made your purchase as a present and the recipient would prefer something different, or you simply don’t like your item, we can refund your purchase provided that the item is returned within 14 days of receipt and in the same condition that it was sent. You will have to pay for the return postage & insurance as appropriate to the value of the item, and please note we cannot refund the original postage charge, only the cost of the item itself. If you wish to return an item that you believe to be faulty or not as described, please email us first with the issue and we will investigate. If we agree with your case we will ask you to return the item to us in the same condition that it was sent and when it arrives we will refund you in full including both sets of postage charges. For full details please see our Returns Policy.

We use the word ‘Vintage’ typically to describe jewellery that is more than 35 years old, and ‘Antique’ typically to describe jewellery that is at least 100 years old. All of the jewellery we sell is vintage or antique and much of our stock dates from the 1950s and 1960s when charm bracelets were particularly popular in the UK. Our jewellery may show minor signs of wear commensurate with age, because it has been previously owned. We do not knowingly sell modern reproductions or poorly-detailed inferior copies of old designs. All of our jewellery that is not hallmarked, is tested to verify the purity of the metal. It is quite common for small or lightweight charms to carry no hallmark, especially silver, which is why we do test routinely in such cases. We do not knowingly sell plated, gold-filled or rolled-gold jewellery.

Opinions differ on this subject; some vintage jewellery aficionados believe in leaving older pieces uncleaned, and that by cleaning you remove part of the history and cachet. We prefer to gently clean the charm if, by doing so, the detail and delight of the piece can be better revealed, because this will enhance the pleasure in owning and wearing it. We use gentle cleaning methods with no harsh abrasives.

We examine every charm and chain to identify hallmarks, and in the absence of these the style and moulding of the piece can provide a good indication of the era in which it was made. Many small charms carry no hallmark, and in these cases we use conventional acid testing methods that are carried out with care, to establish the type of metal and it's purity. This method of testing does not damage the jewellery, and we believe that it is an important part of our quality control. Gemstones are examined under high magnification and are tested using Presidium equipment. Please see our Hallmarking page for further information.

Our product photographs are taken under good lighting conditions in order to capture the best clarity of detail. We scale our images to show this detail. We use digital imaging software to clean up backgrounds where necessary and to make the product look as real as possible, including any damage or wear marks - our overall aim is to make each picture look exactly like the product that a customer sees when they first open the box. Please bear in mind that the picture quality and colours our customers see are dependant on the quality and settings of the user’s computer monitor. Of course in addition to the photographs, we also provide a detailed description of each product, with dimensions, so customers can have a very good idea of size before they make a purchase.