Frequently Asked Questions
Information about placing an order with TVRRINI, delivery, and returns.
SHOPPING
Does your jewellery come with a certificate of authenticity?
While we do not specifically provide a certificate of authenticity, our invoices serve as a detailed description of purchased jewellery including alloy, plating, gemstones. We are happy to accommodate if you want a gemmologist's report, although note that there would be a fee for third party services.
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.
Alternatively, you can place an order by phone or email.
Are all of your products available online?
Not all of our jewellery is published on the website. If you are looking for a specific jewellery piece on the website, please contact us to check availability.
Will you notify me when an item is back in stock?
Yes. Call or email us, stating the piece name and product number (also known as SKU) that you are interested in. 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?
Depending on the ring design and number of sizes up/down, we will cater to your needs to the best of our ability. Note that we cannot resize rings that have the ‘Arched Metal’ band due to its shape. Please get in touch 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?
Yes, you are welcome to schedule an appointment in London and enjoy a tailored shopping experience. Message or call us to book your preferred date and time with as much notice as possible, so we can prepare accordingly.
Alternatively, our team is flexible and you can request us to meet you in your town or city — send us an email so we can notify you when we plan to travel to you.
PAYMENT
What payment methods does TVRRINI accept?
We accept bank transfer and contactless payments.
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 packs orders and sends them by international couriers (e.g. FedEx) to destinations within and outside the UK. Upon dispatch, we will share the tracking number with you through your preferred contact method.
If you have requested a made-to-order piece, keep in mind the additional time it takes for us to prepare your item, including hallmarking (if applicable), before shipment. This could be an extra 7-10 days.
Shipping time estimates
Within the United Kingdom
International shipments
Standard delivery: £20
If you have questions about shipping rates and transit times, we are here to help.
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 18 years of age) signature upon delivery. All orders are shipped by Royal Mail, FedEx, 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 20 calendar days from the date of delivery to request returns. Exchanges can be made within 20 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 info@tvrrini.com 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 worn 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 and it is your responsibility to cover shipping costs back to us. TVRRINI is not liable for goods returned using any method besides our scheduled pickup service.