FREQUENTLY ASKED QUESTIONS
is soru a sustainable brand?
how do i care for my jewellery?
To ensure your jewellery stays looking it's best we recommend that you avoid applying any lotions or perfumes and to remove your pieces when swimming or showering.
We provide a Soru branded box and pouch with every order so you can store your items in here when you're not wearing them to keep them safe from tarnishing or discolouration.
Full care instructions can be found here.
why does my item look different than the web image?
In some of our pieces, we use natural gemstones & baroque pearls which may contain internal inclusions, adding to the beauty and uniqueness of each individual item.
Slight natural variances may occur between colours, patterns, shapes and sizes of our gemstones and pearls. For items this includes there will be a message clearly stating this on the styles product page.
If you wish to exchange your item for a different shape or colour this is no problem at all. Please get in contact with us to do so at firstname.lastname@example.org, any return postage costs would be subject to charge.
Item availability for exchange will depend on the stock we have remaining.
what should i do if i have more soru boxes than i need?
If you are a returning customer of ours, you have undoubtedly accumulated a number of Soru jewellery boxes that have come with your orders. If you are storing numerous pieces of jewellery in one box, then you may end up with some boxes that aren't in use, and you may be unsure as to what you can do with your unused yet new boxes.
The reason we send out our items in jewellery boxes is not only for a luxurious customer experience, but also to protect the jewellery inside. A lot of our jewellery is very intricately made and needs to be handled with care, as to avoid any damages during the shipping process. We would hate for your jewellery to arrive in any condition other than perfect, so while we would like to offer the option of removing a gift box from orders, we do not yet have an alternative, though we are working on a solution to this.
In the mean time, if you have found yourself in a position where you have more Soru boxes than you know what to do with, please contact our customer service so that you may return your new box to us. We can only accept new boxes, so that we can reuse them for other customers. This would really help prevent unnecessary waste and overproduction of our jewellery boxes.
To redeem your code, simply add to the promotional code box at checkout. When purchasing from a mobile device please click to view cart for the box to be displayed.
Only one code can be used per transaction, terms and conditions will apply, as well as exclusions. Soru jewellery mosaics will not be included.
Promotional codes cannot be applied to orders retrospectively.
Codes are not transferable and no cash alternative is available. Offers are subject to change at any time. Offer codes can not be used in conjunction with gift vouchers.
paying with klarna
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments.
The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout.
Your first instalment will be collected when your order is confirmed by Soru and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
For full information on Klarna can be found here.
when can i expect my order?
We aim to dispatch all orders within 1-3 days of them being placed with express shipping.
Shipping times may vary depending on the country you are ordering from. Soru cannot be held responsible for any delays due to customs checks.
Please note Soru Jewellery HQ is closed on all official UK national holidays and at weekends.
During sale times orders may take a little longer to dispatch, sometimes up to 5 days, in this case a message will be clearly visible on the website to advise of the delay.
Please see our 'general shipping' tab for more information.
can i amend or cancel an order once it has been processed?
Unfortunately, we are unable to cancel or amend orders once they have been placed.
However you can return your order once received as long as it's within our 14 day return window.
Please ensure that you have the correct address on your account as we cannot amend it once an item has been shipped.
can my order be gift wrapped?
We've partnered with Cadeaux Paperworks to gift wrap your Soru box in a high quality, luxuriously thick marble design recyclable paper at the cost of £5 per item.
You will have the option to add a gift receipt with your own personal message, which we will handwrite, so you can ship directly to the lucky recipient.
If you have multiple products in your cart please leave a note on your order for which you would like to be wrapped.
Each added gift wrap to your cart allows for one wrapped Soru box.
Full gift wrap information can be found here.
can i purchase a gift card?
You can purchase a Gift Card here.
Once purchased your gift cards are delivered by email and contain instructions on how to redeem them at checkout.
Our gift cards have no additional processing fees and are exempt from duties and taxes.
Please note - we do not ship physical gift cards to you. They will either need to be emailed to the recipient or printed out yourself.
do you offer a repairs service?
We will replace or repair any faulty items bought from our website within 6 months of proof of purchase.
Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty.
Missing crystals, pearls and beads are not classed as a manufacturing fault if outside the 14 day return policy.
We can replace missing crystals after this time, free of charge, within the first 6 months of purchase. Items outside the warranty will incur a small repair fee after this time. Postage charges may be applied.
For all non faulty items damaged by general wear we offer a charged for repairs service where at all possible. Please contact email@example.com for more information on our repair costs.
Tarnishing or discolouration due to chemical contact is not a fault. Please see our care guidelines for looking after your jewellery.
We may not be able to repair items damaged in the post due to insufficient packaging. We recommend all jewellery is returned to us securely packaged within a box.
what can i do if an item is showing as "out of stock"?
If you go to the product page and enter your email in the 'notify me' box, you'll receive an email when we re-stock the item or a return is received.
can i pre-order an item?
From time to time, we offer items available for pre-order.
The shipping date will be noted on the product page. Any other styles bought at the same time as a pre-order item will all ship together on the date specified on the product page.
If you would like the in stock items to arrive first we suggest placing these on a separate order.
We are shipping orders as normal and are adhering to all appropriate health and hygiene standards at our HQ in line with guidance from the World Health Organisation.
DHL are currently operating a contactless delivery system. Where a signature would usually be required or this has been requested by you, they will endeavour to take the recipient’s name as proof of delivery and follow socially distanced protocol.
When a signature is waived by you, they will leave your parcel where you specified. Please note that Soru or our shipping partners will not be held responsible for any loss or damage that may occur once your order has been delivered as set out above.
SHIPPING & BREXIT
general shipping information
We aim to dispatch all orders within 1-3 days with express shipping.
Please note that any import duty and taxes incurred for shipping to certain countries are the responsibility of the customer.
UK public holidays and sales periods may effect dispatch dates.
Please read more about our shipping information here.
brexit & shipping to the eu
Orders being shipped to countries within the EU will not incur any further charges due to Brexit.
We are covering the VAT tax charges in order to continue shipping efficiently to our customers.
We guarantee no extra charges will be asked from you to receive your delivery.
can i combine shipping on separate orders?
Unfortunately, we cannot combine shipping on orders made separately.
If you wish for your items to be shipped together, please complete your purchase in one order.
how will i know when my order has been shipped?
RETURNS & EXCHANGES
how do i return my order?
For more information on our returns policy, please see here.
If you are not satisfied with your purchase, or simply change your mind, then you can return your item within 14 days of receiving your order by contacting firstname.lastname@example.org to request a returns form for your order.
The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and will be returned to the customer.
We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely.
Our policy lasts 14 days. The purchased item you wish to return must be received by us within 14 days of receiving your order.
Shipping costs will not be refunded.
We cannot accept responsibility for any returned orders that have not followed our returns procedure.
Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will only be refunded at our discretion.
Please ensure that you state you are "returning to seller" in the reason for export field on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return.
We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely. All shipping costs are the responsibility of the customer. Please note we do NOT refund international customs taxes and sales charges.
Sample sale items are marked as such on the product page and in the product title.
All sample sale items are sold as seen and we’re not able to offer any refunds or exchanges on items purchased at our sample sale.
can i exchange my order?
We aren't able to offer any exchanges on our items unless your item is faulty.
If you would like to exchange your order for another style, you must first return the original item and then place a new order.
will my return postage costs be refunded?
You will be responsible for paying your own shipping costs of returning your item.
We recommend using a tracked service as Soru cannot be held responsible for any items that go missing in the post.
when can i expect my refund?
We aim to process all refunds within 5 days of receiving your return.
Please note that refunds can take up to 10 working days to show on your account due varying processing times between payment providers.
If your refund if being issued as store credit, we will send you a code via email as soon as the return is processed. This code can then be redeemed at checkout on a new purchase.
my item is faulty or incorrect
Although we check each order thoroughly by hand before dispatch, sometimes a faulty or incorrect item may be sent in error.
We sincerely apologise if you have experienced a fault within your jewellery. We offer free returns of faulty goods if returned within 14 days of the initial order date. Please contact us for a return label.
Please include your order number in the subject line and send images to help speed up the process if you can.
Items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty.
Missing pearls, beads and gems are not classed as a manufacturing fault unless within the 14 day return window.