FAQ

Our collection is made by hand and made to order. Orders are processed and shipped Monday through Friday. Please allow three to four weeks for orders to be produced. 

If you have a specific question about the timing of your order or need it by a certain date, please contact us at info@theoliviawest.com and we will try our best to accommodate your request.

Personalising your piece is some of the fun of owning Olivia West jewellery.

Our jewellery is handmade and hand finished by a team of craftspeople in London. Because of this we are able to customise pieces to whatever you'd like! Fancy different pizza stone toppings or special engraving? No problem.

If you'd like a specific stone or chain length please contact us. We’d love to help you.

Most of our items can be engraved. If you are interested in adding an engraving, please add a note to your order or contact us.

Olivia West jewellery is made entirely in the UK - something we are extremely proud of!

We support the traditional skills of local artisans including goldsmiths and stone-setters.

We believe in the joy of jewellery.

Every piece can be worn by anyone and everyone (even Olivia's pet pug wears Olivia West jewellery on special occasions!)

Olivia West jewellery is handmade. We want to make sure each piece gets the time and attention it deserves, so please allow a 4-week lead time depending on the intricacy of the design.

Please note that due to the hand-crafted nature of our pieces, these timelines are an estimate and are subject to change.

Your pieces are designed to be shown off forever.

We know you love your Olivia West jewellery but the best way to care for pieces is sadly to take them off for showering, swimming, working out or washing dishes.

All of our jewellery comes with a 1-year guarantee against manufacturing defects. This does not cover general wear and tear or accidental damage.

If you’d like to repair one of your pieces, please reach out to us directly for instructions.

We offer a 1-year guarantee against manufacturing defects from the date of receipt on all pieces that have been unaltered or modified by a third party. All repairs within warranty will be complimentary.

If your purchase exceeds our 1-year repair warranty we ask that you please send us your piece for us to inspect and we’ll forward a quote for repair for your approval. If we are unable to repair your piece for any reason, we will reach out to you directly with a resolution.  

Repairs take approximately 2-3 weeks to complete. If you need your repair by a particular date, please let us know.

If you would like to make a return, please contact us.

We accept returns and exchanges for all eligible items within 14 days of receipt for all pieces returned to us in their original packaging and in their original, unworn condition. 

Eligible items are non-custom pieces in unworn condition.

Once we receive your return, it may take up to 10 business days to process. If it has been more than 10 days since your return package was delivered to us, please contact us with your return tracking number so we can look into your order. 

Once the return is accepted, we will fully credit your account or give you the option to receive an Olivia West digital gift card. The gift card never expires.

If we feel, for any reason, that the request is not reasonable - if the jewellery has been worn, is damaged or has been improperly used - we will not accept the return. Any custom or custom-engraved pieces are final sale.

We ship to the UK and Channel Islands.

All packages are sent by Royal Mail Special Delivery or DHL, tracked and signed for.

Shipping is free of charge.

If you have any questions about shipping, please feel free to contact us for advice.

We are a new and young brand. As it stands we only ship to the UK and Channel Islands but watch this space...

If you are international and simply cannot resist a piece of Olivia West magic please get in touch and our team will see what they can do to help you!