Frequently Asked Questions
Payments
We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.) or Paypal. We may also accept additional payment methods depending on which country you are shopping from. Any available payment methods will be displayed on our checkout page.
Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.
We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!
UK:
We are happy to announce that for all orders shipped standard to the UK we don’t have any minimum order value.
For free Express Shipping our minimum order value is £50.
All other countries:
For all other countries the minimum order value is £15
Shipping
UK:
Standard Delivery: 2-5 Business Days
Express Shipping: 2-3 Business Days (excl. weekends)
All other countries:
Express Delivery: 2-10 working days
To ensure you get your Aeka products as quickly as possible we ship all international parcels with DHL Express & Parcel force. Depending on the country, most of our parcels reach you within 7 working days (up to 10 working days for remote areas).
All shipping times do not account for any unforeseen delays on the courier’s end.
Please also note that due to Customs in Colombia and Mexico, shipments to these countries may experience delays.
MADE-TO-ORDER JEWELLERY
Some of our exclusively crafted made-to-order jewellery has slightly longer shipping times. But unique jewellery like this is worth the wait.
We are excited to deliver our products worldwide as we ship from UK to almost any country.
We deliver fast and tracked with our trusted partners DHL Express & Parcel Force.
Please note: We do not ship Express to PO Boxes, APO or FPO addresses at this time.
Kindly note that we currently cannot deliver to the following countries: Singapore, Indonesia, South Africa, Aland Islands, Afghanistan, Antarctica, Belarus, Bouvet Island, British Indian Ocean Territory, Burundi, Central African Republic, Christmas Island, Cocos (Keeling) Islands, Congo, Democratic Republic of Congo, Cuba, Eritrea, French Southern Territories, Heard Island And Mcdonald Islands, Iran, Iraq, Korea (Democratic People’s Republic of Korea), Kuwait, Liberia, Libya, Mali, Mayotte, Myanmar, Niger, Norfolk Island, Palestine, Pitcairn, Russia, Saint Helena, Switzerland, Ascension and Tristan da Cunha, Saint Pierre and Miquelon, Somalia, South Georgia and the South Sandwich Islands, South Sudan, Sudan, Svalbard and Jan Mayen, Syria, Tajikistan, Tokelau, Ukraine, Western Sahara and Yemen.
SHIPPING CHARGES – UNITED KINGDOM
STANDARD UK DELIVERY is £3.50 for all UK orders. Orders are sent via Royal Mail Tracked 48 and will take 1-3* working days to arrive. Please note the individual item dispatch times may vary.
*Please note that delays can sometimes happen and delivery times are Royal Mail estimates ONLY and are NOT guaranteed. Unfortunately, this is out of our control. To ensure delivery by a specific date, and to track your order, please upgrade your shipping.
UPGRADES
ROYAL TRACKED 24 – £4.95
This service aims to deliver by the end of the next working day from the date of dispatch. Proof of delivery is standard with this service and you can track your item online using Royal Mail’s Track & Trace service.
ROYAL MAIL SPECIAL DELIVERY GUARANTEED BY 1PM® – £7.50
This service aims to deliver by 1pm the next working day from the date of dispatch. Proof of delivery is standard with this service and you can track your item online using Royal Mail’s Track & Trace service.
SHIPPING CHARGES – OVERSEAS
ROYAL MAIL INTERNATIONAL TRACKED & SIGNED
The delivery estimate is 3-5 working days to Europe and 5-7 working days to rest of world. International Tracked & Signed items are tracked in the UK and overseas with online confirmation of delivery provided.
**Please note, you are responsible for paying any customs fees/taxes incurred**
We offer beautiful gift bags and a perfect gift wrap set to add a touch of glam to your thoughtful present. No need to buy wrapping elsewhere – just add to your basket, pop the jewellery in when it arrives, and give that perfect gift! Note: all shipping is delivered without an invoice.
Returns
Yes! We want you to be head over heels for your new product. If you’re not 100% satisfied, we want to make things right.
If you are not 100% satisfied with your order and wish to return it, we offer full refunds (excluding postage upgrades) if you notify us within 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Several types of goods are exempt from being returned. For example, I am unable to accept returns on earrings due to hygiene reasons & gift cards.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed within 14 calendar days after returning the item. The time taken to receive your refund will depend on the payment method used (refunds issues through Paypal typically take longer, which is unfortunately outside of our control).
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Please contact us for the return address by selecting shipping enquiry in the dropdown on the contact page https://www.aekastudios.com/contact-us/
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Please obtain proof of postage as evidence that the item was returned.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Jewellery Care & Materials
Do not place next to heater, window, air conditioner or in the bathroom. Do not wear in the pool.
Remove jewellery when exercising, or any other demanding physical work, as sweating causes the jewellery to tarnish.
Storing in our original boxes or pouches is the best way to keep your jewellery. A zip plastic bag is a great alternative if you no longer have the packaging.
Apply scents or cosmetics before you put on your jewellery. Perfumes and lotions will tarnish the jewellery.
Sustainability
There is only one Earth, and it’s the one thing that unites us all. Becoming a sustainable company is an ongoing journey, and we have set ambitious goals to become the environmentally conscious brand we aspire to be. For us, corporate social responsibility isn’t just a buzzword; it’s an integral part of our daily mission.
Other
An Aeka enthusiast’s question should never go unanswered. If you still have questions or simply have something to say, send us an email at hello@aekastudios.com and we’ll get back to you as soon as we can. Don’t forget: if you’re contacting us about an order, we need your email address or order number to sort things out ASAP!