Frequently Asked Questions
Information about placing an order with TVRRINI, delivery, and returns.
How do I place an order on your website?
You can browse our catalogue by category or a collection from the navigation menu, or type your search term to bring up products in the results. Our product pages include filters that you may use to narrow the results.
On the page of your selected product, choose your desired size, if applicable, and add it to your shopping bag by clicking “Add to cart”. After you add the first product to your shopping bag, the quantity of its contents will increase from 0 to 1. Click ‘View my cart’ to see all items added to your shopping bag with the sub-total visible. Taxes and shipping will be shown at checkout. When you have finished shopping, click on ‘Check out’ and follow the instructions to place your order.
If you aren't sure about your ring size, you can download our free chart here.
Are all of your products available online?
Some products may not appear in our online store. If you are looking for a specific jewellery piece on the website, please contact us by email or social media to receive help.
Will you notify me when an item is back in stock?
Contact us by email, stating the item name and number (SKU) that is out of stock. We will respond when that item is back in stock. Please add our email address to your contact list to prevent your email provider from moving our messages to your junk/spam folder.
Can I have a ring resized?
We cannot resize rings that have the ‘Arched Metal’ band. However, round bands can be resized and we encourage you to contact us for details on changing the piece.
Can I cancel or modify my order?
If you would like to cancel or modify your order, please contact us as soon as possible. Once we begin crafting your jewellery piece, we will do our best to accommodate your request, but we cannot guarantee that the purchase can be modified after it has gone through production.
How do I track the status of my order?
You will receive updates on your order status by email. If you have questions about tracking the package, please contact our customer service and we will be in touch with you personally.
Can I book an appointment to see you?
We are currently based in London, however travelling to meet clients in different cities is not an issue for our team. We would be glad to book an appointment with you. Please contact us for further details.
What payment methods does TVRRINI accept?
We accept payments by bank transfer.
What is your company doing to make online payments secure?
We ensure that all transactions on TVRRINI.COM are secure. To protect your personal data and payment data, our website uses a secure socket layer (SSL) encryption system, which is signalled by a lock icon in your browser’s address bar and ‘HTTPS’ in the site URL. With SSL, all data exchanged between you and TVRRINI.COM is encoded, making it unreadable to third parties.
TVRRINI.COM allows you to save your payment information. However, the website does not keep any credit card information. You will need to re-enter your CVV code for every purchase.
When will I be charged for my order?
Cards and other payment methods are not debited until an order has been accepted and shipped or prepared in our workshop. Your credit card or debit card may indicate a reserve amount as soon as the order is placed.
Why was my credit/debit card or other payment method declined at checkout?
If your credit or debit card or other payment method was declined, please make sure that the payment information that you entered matches your banking details. If the information is correct, please contact your issuing bank or payment provider.
We also recommend that you try the following:
- Check that the selected method of payment has not expired
- Ensure that the billing address matches that of the payment method
Can I use multiple payment methods?
At this time, we accept one form of payment per order only.
SHIPPING AND TRACKING
How do I track my order?
You can use live chat on our website to enter your order number. The icon is located on the bottom-right corner of your screen, and once you enter the order number an automated reply will tell you the order status.
What shipping options are available?
TVRRINI is able to pack and ship each order through standard mail carriers. Once we have packed the piece, we will create a shipping label and provide at least one update to you. Generally, we use UPS, FedEx, and Royal Mail to make delivery arrangements.
Shipping time estimates
United Kingdom (UK)
Please note handling, which includes preparing an item for shipment, hallmarking, and packaging, may take up to 5-10 days. This is not included in the shipping time estimates above, but we will inform you in estimates on any pieces.
If there will be a significant delay in shipment of your order, we will contact you at the email address of phone number you provided at checkout. Please make sure you enter the correct destination address, email address and phone number, so that we can get in touch with you in case issues arise concerning your order.
How will my order be packaged?
TVRRINI will pack your order in an unbranded package. This securely holds your jewellery piece in a soft pouch encased within a box along with protective material to safeguard against damages in transit.
Is a signature required on delivery?
For security reasons, all orders purchased directly from TVRRINI require an adult (at least 21 years of age) signature upon delivery. All orders are shipped by Royal Mail, UPS, or another courier. If you are not available to sign for your package on the scheduled delivery date, the driver will make a total of three delivery attempts on three consecutive business days. Following these attempts, the package will automatically return to the sender.
RETURNS AND REFUNDS
How do I return or exchange something I ordered from TVRRINI?
We understand you may change your mind about a purchase from TVRRINI, which is why we allow returns on most pieces. Please email us before returning your piece(s) with our returns request form as an attachment.
We kindly ask you to contact us within 14 calendar days from the date of delivery to request returns. Exchanges can be made within 14 calendar days from the date of delivery.
To schedule a pick-up free of charge:
- Complete the return request form (you can request a softcopy from us).
- Please email firstname.lastname@example.org to schedule a pickup.
- Carefully wrap the piece(s) in its original packaging to prevent damages in transit, and include the return request form and original invoice.
- Attach the return shipping label included in your original order to the package.
- Hand over the package to the carrier. If you prefer to use a different carrier, you will need to cover the cost of shipment and insurance.
All returns requests will be subjected to our review. Jewellery items must be unworn, unused and in sellable condition and accompanied by the return request form included in the original order.
Returns will not be accepted on earrings or made-to-order pieces (including custom engraved pieces).
Please note that refunds may take up to 30 working days to appear in your account, depending on your card issuer.
You may use other postal services at your own risk. TVRRINI is not liable for goods returned using any method besides our scheduled pickup service.
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London customers can enjoy a personalised experience by trying on our jewellery at the Goldsmiths' Centre.
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