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FAQ

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Shopping at Harry Fay

Q: Can I place an order without registering?

Yes, you can. You can shop as a guest at any time, but registering will give you access to other benefits, so you can access your purchase history, easily manage your orders, manage your shipping address and contact details, etc. You can update and edit your account information at any time.

Regardless if you registered with us or not, your details will never be passed onto any third parties.

Please double check if your email address is correct when you are placing your order, so we can reach you at any time.

Q. Can I place an order to a different address?

Yes, you can. Please select a different delivery address at the checkout stage.

Q: Do you accept phone/mail orders?

Sorry, we are unable to process orders by phone or mail.

Q: Can I visit your shop?

Unfortunately not. We are exclusively an online store and we do not have a retail brick and mortar location, so appointments are not offered. Most products are being sent from our workshop in Poland.

If you'd like more info on a product then please email us and we will be able to help you – please see Contact Us page.

Q: How can I add discount code?

Discount codes can be added in the shopping bag at checkout. For more help, please see 'How to redeem your promotional Harry Fay voucher code' page. (https://www.harryfay.co.uk/content/29-how-to-redeem-a-voucher-code)

Q: How do I know which size to purchase?

Please see our Ring Size Guide page. If you'd like more info on sizing then please email us and we will be able to help you – please see Contact Us page.

Q: What payment methods do you accept?

To ensure security of payment our website offers payment via PayPal or Amazon Pay. Available payment options will be presented at checkout:

1. Paying using your debit/credit card.

If you don't have PayPal account and don't want one, you can pay using your debit/credit card. Choose “Pay with my debit or credit card” and follow instructions on PayPal page.

2. Paying using your PayPal account.

PayPal allows payment through credit cards, bank accounts, buyer credit, or PayPal account balances. If you don't have an account, but want one, you can create it on the PayPal page login before completing your order.

3. Amazon Pay

You can pay for your purchase by using payment and shipping information stored in your Amazon account. If you have an account with Amazon, then you can checkout with your payment details to quickly and safely complete your Harry Fay order.

Your order

Q: I haven't received confirmation email

We always send a confirmation email for successful purchases. We recommend checking your Spam/Junk email folder as it might be there.

You may have entered an incorrect email address when placing your order. If you have registered, please visit your account preferences to check and modify your email address.

If you placed your order as a guest, please contact us at [email protected] (or [email protected]) or using Contact Us page. Please provide your order reference number from the confirmation page; if you don't have this please provide your full name, address and product(s) you purchased. Please specify the email address you would like to send to if you are not emailing from that address.

Q: How long does delivery take?

Orders are usually shipped within 1-2 working days of purchase, unless otherwise stated. The UK delivery time of all our products is usually 5-7 business days since dispatching (rarely up to 18 business days to arrive due to postal delays). For “Fast UK delivery” option, delivery is 1-3 working days. For all other locations delivery time might be longer due to custom clearance.

Working days exclude Saturday, Sunday and bank holidays.

Q: How can I check my order status?

If you have registered and created an account with us, please use 'LOGIN' link located at the top of the page and simply check your order status by clicking 'History and details of my orders' link.

If you order as a guest, the link to log in will be send along with a confirmation email. If you did not receive any confirmation emails, please see I haven't received confirmation email section here.

Q: Can I track my order?

Please contact us at [email protected] (or [email protected]) or using Contact Us page and provide us with your order number; if you don't have this please provide your full name and address and we will provide you with a tracking number. Unfortunately we cannot guarantee that all tracking information will be displayed and you might only get an update when your item has been delivered.

Warranty, Returns

Q: Can I return/exchange my order if there’s nothing wrong with it?

Yes, you can. We offer a 30 day returns guarantee on most items. If the item is faulty, you'll get the choice of a repair, replacement or refund.

Unfortunately we are not able to accept any engraved pieces for refund or exchange, unless the product is faulty.

1. My ring doesn't fit. Can I exchange it for a new size?

Of course you can! We will exchange the ring to any size you want for free.

Please email us information with the new size you require and send the old ring back to us by first class mail using the address below. Please attach the original invoice that came with your order or your order number as it will let us process it quicker.

Goldcast Ltd
CRAVEN HOUSE
40/44 Uxbridge Road
London
W5 2BS
United Kingdom

Just in case please check below the conversion chart for ring sizes we are using: Conversion chart for ring sizes

2. Can I return an item for a refund?

No problem! Please contact us using Contact Us page or send us an email to [email protected] (or [email protected]). Then send the products back to our address (below) and we will refund full price of your products and original delivery cost you paid.

Goldcast Ltd
CRAVEN HOUSE
40/44 Uxbridge Road
London
W5 2BS
United Kingdom

Please remember to include information about your order or invoice number, so we can identify the package.

Q: What warranty do I receive with my purchase?

We want our customers to be happy with their purchase and that's why we are giving 24 months warranty for all our products. If there is anything wrong after that period, please contact us and we will help you.

Our 24 months warranty means that if your item is faulty due to a manufacturing defect, we will repair it or exchange it for a new one, or refund if there isn't possible to repair or exchange.

The warranty covers all manufacturing faults and excludes any other fault or damage including due to excessive wear and tear and physical damage (whether accidental or otherwise), accidents or natural discolouration of silver (tarnishing).

If the item has been in any way tampered with or altered or re-sized by you, another jeweller or third party the warranty will not apply and we cannot refund or exchange the item.

This warranty does not affect your statutory rights.

Q: Can I return/exchange the engraved item?

We are not able to accept any engraved pieces for refund or exchange, unless the product is faulty.

Please ensure that you've chosen the correct ring size. If you are not sure what size you need, please contact us at [email protected] (or [email protected]) or using Contact Us page and we will send you a free ring sizer. Please also make sure that the message that you type during the checkout process is correct and does not have any errors.

Care & cleaning tips

Q: How do I clean my jewellery?

We recommend clean your jewellery regularly using silver cleaning cloth or a silver cleaning solution (silver dip). We don't recommend to use toothpaste or baking soda, it's too abrasive. Silver tarnish over time and the best way is to clean your jewellery regularly.

For every day we recommend this Luxury Polishing Cloth For Your Silver Jewellery

If you need something stronger, we recommend a jewellery cleaning solution manufactured by Town Talk Polish Company Limited (which can be purchased here: www.argos.co.uk/product/2128722).

Q: How to properly store my jewellery?

To protect it and contribute to its longevity, we suggest that you seal and store your jewellery in an air-tight plastic bag. We advise to never keep your jewellery in the bathroom - humidity is the enemy.

Q: Why does my ring turn my finger green/black?

That green or black stain is usually a result of a sterling silver reacting with your skin (or something on your skin, such as hand lotion), or with the chemicals in your water, swimming pool water, air pollution, sulphurous food (such as eggs) or with any other chemicals, like chlorine and bleach. This causes tarnishing and can leave you with a dark-green or black stain.

Tarnish is not a manufacturing defect but a property of silver metal and can be removed by cleaning it regularly, using the cleaning methods detailed below.

Q: My ring tarnished. What should I do?

Silver does tarnish even when exposed just to air, this is not a manufacturing defect but a property of silver metal and can be removed by cleaning it regularly.

Most of the time, a quick rub with a silver cloth (which can be purchased here: Luxury Polishing Cloth For Your Silver Jewellery every so often will help prevent this.

Keep soap, lotions and other chemicals away from the ring and to remove it before bathing or swimming to keep the tarnish on your ring down to a minimum. Please note: chlorine and bleach accelerate tarnishing and should be avoided, as well as sulphurous food (such as eggs).

If you need something stronger to remove tarnish, do not use toothpaste or baking soda, it's too abrasive. We recommend a jewellery cleaning solution manufactured by Town Talk Polish Company Limited, (which can be purchased here: www.argos.co.uk/product/2128722) – the black will disappear in a minute and will look like brand new again.

General questions

Q: What materials do you use?

We use 925 mark silver (classified as a Sterling Silver). We use fine sterling silver mark 925, which means 92.5% of the metal is a silver. Pure silver is mixed with copper and zinc to enhance strength and durability.

Q: Where are the products manufactured?

Most of our products are manufactured in our family owned workshop in Poland. We are proud of the products we sell. Each product is handcrafted to match our standards. Every stone in our rings is set using the best jewellery practices - the proper craftsmanship.

Q: Is VAT included in your prices?

Yes, we are VAT registered and it is included in the prices shown.