FAQ

Frequently asked questions

General

What is a hallmark?


The hallmark is the oldest form of consumer protection in the world. The Goldsmiths Livery Hall overseas the hallmarking of all silver, gold, platinum and palladium jewellery and object d'art made in the UK since 1300. Hallmarks give assurance on the purity of the piece.




What is enamel?


Vitreous enamel is a material made from fusing powdered glass to a substrate by firing usually between 750 and 850 C. The powder melts, flows and then hardens to a smooth, durable vitreous coating. It is a complicated craft to master and a lot of things can go wrong in the process. The earliest known enamels date back to the 13th century BC.




What is a Royal Warrant?


The Royal Warrants are given by the Royal Family to individuals and companies who have shown outstanding service in their chosen field. It is a great honour that the Benney family has been a Royal Warrant holder continuously since 1974 supplying silverware and jewellery for the Royal Family.




How do I care for my jewellery?


To find out everything about how to make sure your jewellery stays beautiful head to our Care Guide.





Buying Process

The jewellery I love has been sold. Is there anything you can do?


If the jewellery you wanted is sold out, drop us an email at hello@houseofbenney.com and we will try our best to make it for you.




Can I see the jewellery before I buy?


At present we do not have a showroom. If you would like to see the jewellery before you buy it, drop us a line and we will see what we can do.




Is there a minimum order value?


No there is no minimum value to order.




Do you provide a Warranty or repair services?


We offer a 1-year warranty and repair services so you don’t have to worry about a thing, for details see our Care Page.





Delivery

Where do you deliver?


We deliver anywhere in the world with free delivery in the UK.




How do I know that my purchase is handled with care while in transit?


We have partnered with experienced luxury goods shipping providers to ensure that your jewellery is in safe hands while on its way to you.




Is my purchase insured while in transit?


The delivery fee includes a fully comprehensive cover against loss or damage whilst in transit for your peace of mind (and ours!).




How long does it take for my purchase to arrive?


All our pieces are made to order and take two weeks to make. Delivery can take between 4 to 8 weeks from purchase. You will receive a confirmation email when your piece has been made and delivery is on its way. If you are in a rush, get in touch with us.




How much does delivery cost?


We offer free delivery in the UK. For other locations, delivery rates are set by our third party delivery provider and vary depending on distance, size and weight of the package. The delivery fee also includes bespoke packaging and insurance to ensure the best conditions possible for your purchase to get to you. An estimated delivery fee will be added to your order at checkout for all deliveries outside of the UK.




I think my package is lost. What do I do?


We track every package when in transit. If you think there is an issue with your package, please let us know as soon as possible and we will look into it.





Returns

I changed my mind. Can I return my purchase?


We operate a free 30-day return policy, no questions asked. You can return your purchase by getting in touch with us so we can organise a courier pick up provided that you send it back undamaged and in the original packaging it came in within our returns period. We will process your refund once the piece has safely been returned back to us.




My jewellery arrived damaged.


If your jewellery was damaged in transit please do let us know as soon as possible and we will issue you with a replacement or a refund and organise for the piece to be returned to us.





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