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How do I place an order?

Items available in the web shop can be bought via the secure payment platform using standard payment methods. For information on lead times, please refer to the individual item listings.

Bespoke orders may be placed either online or through a scheduled appointment. To discuss your specific requirements, please contact Fiona directly. If your concept is viable, Fiona will work closely with you to craft your distinctive piece.

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Can I customise a design that is available in your shop?

​Yes you can! As Fiona makes most items to order, the world is your oyster.  Please contact Fiona to discuss any ideas that you have.

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Do I need to pay a deposit?

Payment is processed in full via a secure payment gateway for orders placed in the online shop unless otherwise arranged. For bespoke and custom designs, payment is made through invoicing; a 50% deposit of the total amount is necessary to confirm the order. Full payment is required before manufacturing for items at a lower price point. If the cost of materials exceeds 50% of the total payment, the deposit will be adjusted to cover the full materials cost. Once the item materials have been purchased the deposit is non-refundable should you wish to cancel your order.

Are there any payment options to help spread the cost?

Fiona is open to discussing payment options for higher-priced items. To secure an order, an initial deposit amounting to 50% of the total price is required.

Refunds and returns are accepted for off-the-shelf, ready-to-wear designs only. Items must be unworn, undamaged, and in the original packaging. You must notify us of the return within three days of receipt and return the item within 14 days. Refunds may take up to 14 days to process upon receipt. All items will be inspected upon return; if they do not meet the policy conditions, we reserve the right to refuse the refund. Returns are not accepted without prior agreement. The buyer is responsible for the cost of return postage, and the original postage cost will be deducted from the refund.

'Custom' or 'Bespoke' items cannot be returned or refunded unless they are faulty. In such cases, we will repair or remake the item at no additional cost to you. Please visit the 'Guarantee' section for further information.

Delivery information

Jewellery items will be dispatched via Royal Mail Special Delivery service or International Tracked and Signed. Please refer to individual listings for specific turnaround times. Occasionally, items may be delayed due to disruptions in the postal service, which is unfortunately beyond our control. No postal refunds will be issued in the event of such delays.

Ready-to-wear items will be dispatched within three working days. The dispatch time for custom or bespoke jewellery items will depend on the complexity of the work and may range from four to ten weeks.

Repairs are typically completed within two to three weeks; however, the timeframe may vary depending on the requirements of the work being undertaken.

All off the shelf items are provided with a standard 12 guarantee that covers manufacturing defects. If a fault occurs within this period, the item will be repaired or replaced free of charge. Returned items will undergo assessment to determine the cause of the fault.

Bespoke jewellery pieces are guaranteed for 24 months against any defects in craftsmanship present at the time of creation. In such instances, the item will be repaired or remade at no cost. This guarantee does not extend to damage from normal wear, accidental damage, or loss of the item. We recommend obtaining insurance to protect your jewellery purchase.

Each item is crafted with meticulous attention to detail, designed for durability. Nevertheless, jewellery requires care, particularly gemstone pieces, which can be susceptible to damage without proper handling. For additional information, please refer to our Jewellery Care Guide.

Should there be a discrepancy in the manufacturing of your item, please contact us to arrange a return. The item will be assessed to ascertain if the fault is due to a manufacturing defect, in which case it will be repaired or replaced at no cost. If the fault has arisen from wear or accidental damage we will provide a quote for the repair or replacement.

Fiona Jones is committed to protecting your privacy and will not share your personal information with anyone, except as necessary to fulfill your order or when required by government authorities in cases of fraud or criminal activity.

Your address, contact, and order history will be stored in a secure and private customer database, compliant with GDPR regulations. Should you prefer that Fiona does not retain this information, please contact us to request the deletion of your data. No credit/debit card or banking details will be kept on record.