FAQ

 Frequently Asked Questions (FAQ)

Welcome to our FAQ page! Below are answers to some of the most common questions about our products, shipping, and policies. If you can’t find the answer you’re looking for, feel free to reach out to us at info@fernoviadesign.com.

1. What materials are used in your jewellery?

At Fernovia Design, we prioritise quality and craftsmanship. Our jewellery is made from high-quality materials, including S925 Sterling Silver, 18ct Gold Vermeil on S925 Sterling Silver, Natural Freshwater Pearls, and Natural Gemstones. Each piece features nature-inspired designs, meticulously handcrafted to ensure durability and timeless elegance.

2. How should I care for my jewellery?

To maintain the beauty of your jewellery:

  • Avoid direct contact with water, perfume, or harsh chemicals.
  • Store your pieces in a dry, cool place when not wearing them.
  • Use a soft cloth to gently clean your jewellery and restore its shine. For further details, check out our Jewellery Care page.

3. Do you offer international shipping?

Yes, we offer international shipping to various regions!

  • United Kingdom (UK): Estimated delivery time is 7–12 days.
  • United States & Canada: Estimated delivery time is 10–15 days 
  • European Union (EU):
    • France, Germany, Italy, Spain: Estimated delivery time is 7–12 days.
    • Other EU countries: Estimated delivery time is 7–15 days.
  • Asia:
    • Japan: Estimated delivery time is 3–9 days.
    • Hong Kong SAR: Estimated delivery time is 3–7 days.
    • South Korea, Taiwan, Singapore, Malaysia: Estimated delivery time is 7–14 days.
    • United Arab Emirates, Israel, Cyprus: Estimated delivery time is 8–15 days.
  • Oceania (Australia & New Zealand): Estimated delivery time is 8–15 days.

We are continually working to expand our shipping options to more regions. For updates, please subscribe to our newsletter or check back on our website!

4. What payment methods do you accept?

We accept a wide range of payment methods to make your shopping experience as convenient as possible. This includes:

  • Credit/Debit Cards: Visa, Mastercard, American Express, and Discover.
  • PayPal: A secure and trusted online payment option.
  • Klarna: Shop now and pay later with flexible payment options.
  • Bancontact: Available in Belgium.
  • iDEAL: Available in the Netherlands.
  • Apple Pay & Google Pay: Available depending on your location.

If you encounter any issues during checkout, feel free to contact us at info@fernoviadesign.com.

5. What are your shipping costs?

  • UK, EU, Asia & Oceania: Free shipping for orders over £75. For orders under £75, a flat rate of £4.99 applies.
  • US & Canada: Free shipping for orders over $95. For orders under $95, a flat rate of $5.99 applies.

6. How long does it take to process my order?

Orders are processed within 1-2 business days. After processing, Estimated Delivery Times by Region：

United Kingdom (UK)

  • Estimated Delivery Time: 7–12 days

European Union (EU)

  • France, Germany, Italy, Spain:  7–12 days
  • Netherlands, Austria, Belgium, Bulgaria, Switzerland, Czech Republic, Denmark, Estonia, Finland, Greece, Croatia, Hungary, Ireland, Lithuania, Luxembourg, Latvia, Malta, Norway, Poland, Portugal, Romania, Sweden, Slovenia, Slovakia: 7–15 days

Asia

  • Countries: United Arab Emirates, Taiwan, South Korea, Singapore, Malaysia, Japan, Israel, Hong Kong SAR, Cyprus
  • Estimated Delivery Time:
    • Japan: 3–9 days
    • Hong Kong SAR: 3–7 days
    • South Korea, Taiwan, Singapore, Malaysia: 7–14 days
    • United Arab Emirates, Israel, Cyprus: 8–15 days

North America

  • Countries: United States, Canada
  • Estimated Delivery Time: 10–15 days

Oceania

  • Countries: New Zealand, Australia
  • Estimated Delivery Time:
    • Australia: 8–15 days
    • New Zealand: 8–15 days

Please note that delivery times may vary depending on your location and local postal services. 

7. Will I need to pay customs fees or taxes?

For all orders, import taxes and duties are included in the purchase price, so you won’t need to worry about additional fees. We strive to provide a seamless shopping experience, ensuring your order arrives without unexpected charges or delays. 

8. Can I return or exchange my jewellery?

Yes! If for any reason you are not satisfied, you may request a return within 14 days of receiving your order. We offer free returns within the UK during this period. Simply initiate the return from your order page and follow the provided instructions. For more details, please visit our Delivery & Returns page.

9. How is my jewellery packaged?

Every jewellery purchase comes beautifully presented in our complimentary gift box & a pouch, crafted with care and thoughtfully packaged in a plastic-free, environmentally friendly design—perfect for gifting. Learn more about Our Sustainable Packaging. 

10. How can I contact customer service?

You can reach out to our customer support team at info@fernoviadesign.com or via the Contact Us page. We aim to respond to all inquiries within 24 hours during our business hours (9 AM - 6 PM UK time).

If you have any further questions or concerns, don’t hesitate to get in touch. We’re here to help!