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Frequently Asked Questions

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Contact Us

Delivery and shipping

CHRISTMAS orders and shipping times


Green shipping

Shipping Times

When will my order ship?

Customs, duties, VAT and taxes

Order tracking

What if I entered the wrong address?

Order tracking - Where is my order?

Order tracking - Marked as delivered but cannot locate parcel

Order tracking - Marked as 'failed delivery attempt'

Order tracking - Returned to sender

Order tracking - Awaiting collection

I received the wrong items

I purchased an out of stock item, what does that mean?


Waterproof Jewellery

Caring for your jewels

Jewellery sizing

Gold-plated jewellery

Silver-plated jewellery

Stainless steel

Jewellery Allergies

Returns / Exchanges / Cancellation policy

Returns & Echanges policy

Faulty or damaged item

Order cancellation policy

Subscription cancellation

The Biella Box

What is The Biella Box?

How does it work?

How long do I have to commit?

Managing my subscription

Subscription cancellation

Free Trial Jewellery Subscription Box

Subscription Terms

Shopping and payment


Discount codes

How do I redeem my Gift Card?

When does my Gift Card expire?

Wholesale / Stockists

Wholesale / Stockists




Returns / Exchange / Refunds / Cancellation policy