Help Center

An update from our Founder, Amy

I wanted to write this personally to update you with how we're dealing with the Covid-19 situation

We are an online-only business, therefore no contact with the public is made, and so we are continuing to trade.

Our small business wouldn't be what it is today without our amazing team! They are my highest priority throughout this, and so I am only allowing one person inside our hq at a time to pack orders, to ensure isolation and for their safety. Hand washing and sanitising is maintained at all times. 

The rest of the team are working from home.

As we are operating at such a reduced capacity, our dispatch times are a little longer than usual right now although we are working super hard to get your orders shipped asap! We are sending orders on Mondays, Wednesdays and Fridays. 

Express delivery is unfortunately unavailable at the moment, I'm really sorry! 

International deliveries may experience some delays in delivery time, and there are some restrictions to heavily affected countries. We advise you to check if your country is affected, click here, and we kindly ask for your patience at this time to allow extra time for delivery. 

Our parcels do not require a signature therefore no contact is needed during delivery of your order. Please see Royal Mail's website for further information.

Stay safe, honu crew, and thank you for your support! x

Standard Delivery (2-4 Working Days, Royal Mail) £2.99 FREE over £35

Express Delivery (1-2 Working Days, Royal Mail) £4.99 Currently unavailable 

We strive to process all orders within one to two days of ordering from our UK warehouse. 

Please note that during peak dispatch times delivery timeframes may be extended. Once sent, orders within the UK on standard delivery should arrive within a maximum of 7 working days. 

Express delivery should arrive within a maximum of 3 working days from dispatch  

We ship orders from our UK warehouse

Europe

Tracked Delivery (Approx 3-5 working days) £2.99 FREE over £35 (Please allow additional time during the Covid-19 outbreak)

USA, Australia and Rest of World

Tracked Delivery (Approx 5-7 working days) £2.99 FREE over £35 (Please allow additional time during the Covid-19 outbreak)

Please note our international delivery time frames are a guide only. We cannot account for any delays caused by customs at the destination side and we cannot be responsible for payment of any import customs fees that may occur

We accept returns for a refund or exchange within 14 days of receipt. Returns extended to 60 days as of 23rd March 2020 until further notice 

Click here to start a return or exchange

• All items must be in their original packaging and unworn to qualify for a refund. 
• Ensure items are adequately protected when returning as we cannot refund items that have been damaged as a result of poor packaging. 
• Unworn earrings are returnable
• Please make sure you have paid adequate return postage costs to avoid any delay in your return reaching us.
• In most cases, our packages are large letter size. Please obtain proof of postage for your return. 
• Returns are not pre-paid 

If you have received a faulty product, we're sorry! Please contact us on hello@shophonu.com so we can arrange the next steps. If we request that you return the item to us for inspection, please note that we cannot refund more than £2 for signed for delivery. Please do not return via special delivery as we cannot cover the cost for this.

We accept returns for a refund from outside of the UK within 30 days of receipt. Returns extended to 60 days as of 23rd March 2020 until further notice 

• All items must be in their original packaging and unworn to qualify for a refund. 
• Ensure items are adequately protected when returning as we cannot refund items that have been damaged as a result of poor packaging. 
• Unworn earrings are returnable
• Please make sure you have paid adequate return postage costs to avoid any delay in your return reaching us.
• In most cases, our packages are large letter size. Please obtain proof of postage for your return. 
• Returns are not pre-paid

 If you have received a faulty product, we're sorry! Please contact us on hello@shophonu.com so we can arrange the next steps.

We exchange orders within the UK only.

We can exchange items for an alternative size or colour only within 30 days, however we cannot exchange for a different item or an item with a different price than originally paid. Please follow the steps here to start your return

Return postage is not free

We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.

We post using Royal Mail second or first class large letters so that you don't have to be in to take the delivery, it'll simply fit through your letterbox! 

We estimate that our standard delivery parcels take around 2-5 working days to be delivered, express delivery parcels around 1-2 working days and international deliveries around 10-14 working days. 

Please note this is a guideline, and we kindly request that you give or take a few days outside of this guideline as actual delivery times can vary depending on the volume of post.

If you believe your parcel is late or lost, please double check the address details that you entered when you placed the order.

We can't take responsibility for missing parcels if the wrong information has been entered at the checkout. 

If you believe your order is lost or delayed, please contact us and we will do our best to help! 

Within the UK

We send all of our domestic parcels with a 'confirmation of delivery' code. This means you can see when Royal Mail have attempted or successfully delivered the parcel, however it will not allow you to see exactly where it is at any point in time before the time of delivery or attempted delivery. 

You will find this number in the email we sent you when your order left our warehouse

Outside of the UK

All of our international parcels are tracked. You can track them via the link in your despatch email on the Royal Mail website UNTIL the parcel leaves the UK. After this, you can track your order using the same tracking number but using your country's local postal service

If your tracking link is showing that your parcel is delivered, please check the following:

• Check that the shipping address details you provided to us were complete and correct
• Check in any communal areas if you live in an apartment building or shared accommodation
• Check in any "safe places" around your property
• Check with your neighbours and amongst other post (our parcels can be quite small letter size!)
• For INTERNATIONAL customers - please check with your local post office in case the item is being held pending customs

If you're unable to locate the item, please then email us and we can help further

We aim to process refunds within 7 days of receipt as long as it is in its original condition (unless faulty) and if it is within 14 days. 

We recommend obtaining proof of postage as we cannot accept responsibility for parcels that go missing on the way back to us. 

We regret that we cannot make any changes to orders once they have been placed, however if you have ordered the incorrect size or colour, please return it to us and we will be happy to exchange it for you. (stock depending)

If your item is faulty, we're sorry! We will do our best to fix this.

Please do not go ahead and return it, but contact us within 7 days of receipt to arrange the next steps. 

We do not refund return postage costs over £2, so if we request that you return it for inspection, please send using a large letter stamp or a 'signed for large letter' service, not special delivery. 

You must inform us if your order has arrived faulty within 7 days of receipt. 

Due to the nature of our products, they are not covered under a warranty. 

We do not cover accidental damage or breakages, however each individual case is different and it is at our discretion if we deem the item faulty and therefore are able to offer a replacement or refund outside of the 14 day returns period. 

Our items are made from recycled 925 sterling silver (unless otherwise stated - a very small number of items are base metal)

Due to our price point, stones are not genuine unless stated otherwise on the individual product page. Some of our stones are 'zero-waste' and are sourced from offcuts of genuine stone.

Correct and regular care can prolong the durability of the jewellery. HAND SANITISER CAN CAUSE TARNISHING 

To ensure your jewellery lasts as long as possible, please take note of the following care instructions:

Do Not:

• Shower, swim or sleep while wearing your jewellery
• Use hand sanitiser while wearing your rings
• Wear during physical or labour intensive activities or sports
• Allow jewellery to come into direct contact with perfumes, moisturisers or other chemical products
• Allow imitation pearls to come into contact with perfume, make-up or hairspray. The coating is damaged by alcohol or other solvents. It should be stored separate from other jewellery, ideally in a fabric pouch or wrapped in a soft cloth. This will prevent your imitation pearls being scratched. Please note: imitation pearl jewellery must not be exposed to sunlight. The UV radiation in sunlight damages and bleaches the pearls.

Do:

• Store the jewellery carefully
• Store away from direct heat and sunlight
• Remove before going to bed, showering or exercising

Cleaning

Only silver dipping baths specifically designed for jewellery must be used. Immerse the jewellery for approx. 10 seconds and then rinse thoroughly under hot water and rub dry using a cloth. 

Wear and tear of sterling silver

Our silver pieces are crafted using 925 sterling silver. External influences like scratches and tarnishing are normal signs of wear and tear and are not material faults. Store your silver jewellery in a clean, dry place away from direct sun exposure. Please avoid storing your jewellery in damp and hot conditions as this can cause silver and gold plating to discolour and tarnish.

Please note that we do not recommend our jewellery for children under 5 years due to very small parts that could be a choking hazard. 

Some of our rings are adjustable however the ones which are not are sized as follows: 

X Small - Approx size UK J / US 5 / EU 49.5 (diameter 1.5cm)

Small - Approx size UK L / US 6 / EU 51.5 (diameter 1.6cm)

Medium - Approx size UK N / US 7 / EU 54 (diameter 1.7cm)

Large - Approx size UK P / US 8 / EU 56 (diameter 1.8cm)

X Large - Approx size UK R / US 9 / EU 58.5 (diameter 1.9cm)

If you are unsure of your ring size, measure a ring that you already have across the inside (please ensure you measure just the internal section without including the band). You can then use the measurements above to choose the nearest size. 

We advise to sign up for our out of stock notification email via the blue tab on the right hand side of the product page. 

Once you have signed up, our system will email you automatically when the item comes back in and you'll be one of the first to know! 

Please note that stock is a challenge for us right now due to the Covid-19 situation, however we are trying our best to get your favourite pieces back! 

Our orders are packaged in the most eco-friendly way possible, therefore we don't send our items in individual gift boxes. Gift boxes are often regarded as single-use and end up in landfill. We find them a really unnecessary part of the gifting process! 

Instead, we send our earrings and rings in re-usable, eco-friendly cotton bags and our necklaces are packaged on an individual branded card inside a kraft envelope which is fully recyclable.

Wherever necessary, we will package certain items together in one cotton bag (eg earrings and rings). 

We donate 10% of all of our profits to the world's oldest and most accomplished sea turtle conservation group called Sea Turtle Conservancy based in Gainesville Florida! Our friends over there help to save sea turtles from extinction through extensive research work and conservation of the habitat of turtles throughout Florida and the Caribbean.

Since we launched in June 2017, we have donated almost $35,000. To see more of the work they do, click here

In July 2019, we also sponsored a loggerhead turtle who was fitted with a harmless tracking device and released off the coast of Florida. This tracking device helps to provide invaluable information to STC, such as where they swim after nesting, where they go to forage, how deep they dive, and much more! This helps them to learn which areas need stronger protection laws against trawl fishing and boating, therefore protecting the habitat sea turtles need to survive. You can see Lulu's journey here! : 

http://tourdeturtles.org/2019/turtlemap.php?id=234

We Love Earth

Our mission to save sea turtles wouldn't be complete unless all aspects of our company were as sustainable, ethical and eco friendly as we can possibly make them. We are always on the lookout for ways to improve and reduce our impact on Earth as much as we can. 

Our jewellery is crafted with as little waste as possible, and arrives at honu HQ with no plastic at all. Our jewellery is kept safe in transit to us by being carefully and meticulously wrapped in tissue paper, to ensure it reaches you in perfect condition, but without plastic. Where possible, our pieces are made with recycled sterling silver. 

We make annual visits to our suppliers to ensure that the manufacture of our jewellery is in line with both our views on the impact we have on the planet, and also the impact we have on people's lives through their working conditions. 

Our packaging is 100% recyclable, even down to the tape we use to secure our postal boxes. Our boxes and envelopes are small and light enough to fit through your letterbox, which in turn helps to minimise carbon footprint during delivery. This is why you'll never see bulky gift boxes here, just cute reusable cotton bags and lovely branded display cards and envelopes. 

honu is proud to be a member of Offset Earth, which means that for every member of our team we are able to plant 10 trees each month to help offset our carbon. Meaning honu is a carbon neutral company!