FAQ
Phoenix & The Moon – Frequently Asked Questions
Can I have my jewellery item made in solid 9ct gold?
Yes — almost every piece in our collection can be crafted in solid 9ct gold, and in higher carats too, upon request. If you would love your chosen design in gold, simply get in touch with us at hello@phoenixandthemoon.co.uk and we’ll be delighted to make it happen for you.
Where is your jewellery made?
Every piece is lovingly handmade in our Stroud workshop, using recycled sterling silver and ethically sourced gemstones wherever possible.
Can I personalise my jewellery?
Yes — every piece can be personalised. Choose from hand-stamped initials, names, dates, or meaningful phrases, and/or add birthstones to create a design that carries your story.
How long will my order take?
Most pieces are handmade and ready to ship within 5–10 working days.
Items that require hallmarking will take longer:
- Sterling silver items above the legal hallmarking weight of 7.78g — approx. 2–3 weeks
- Solid gold pieces over 1g — approx. 2–3 weeks
If you need something for a specific date, please contact us at hello@phoenixandthemoon.co.uk and we’ll do our best to help.
Will my piece look exactly like the pictures?
Each item is handmade and feature natural gemstones, so no two pieces will ever be exactly the same. Your jewellery will closely match the images shown, with subtle variations that make it uniquely yours — a reminder that beauty often lies in imperfection.
We take great care to achieve the highest level of consistency in our designs. Occasionally, small variations or rare errors can occur. In the unlikely event of a misspelling or other issue, we will work diligently to correct it as quickly as possible.
For details on how we handle exchanges, repairs, or refunds, please see our Exchanges & Returns Policy, or email us at hello@phenixandthemoon.co.uk
Do you use lab-grown gemstones, and how do they differ from natural ones?
Yes — at Phoenix & The Moon we only use lab-grown precious gemstones: diamonds, rubies, sapphires, and emeralds.
Lab-grown gemstones are created using advanced technology that replicates the natural conditions in which gemstones form deep within the earth. The result is a stone that is identical in chemical composition, structure, and beauty to its mined counterpart — the only difference is its origin.
We choose lab-grown gems because they are a more sustainable and ethical choice, reducing the environmental and social impact associated with traditional mining. This choice doesn’t take away value from your piece; in fact, it adds to it. Each gem carries not only its natural brilliance, but also the reassurance that it was created with care for people and the planet.
In our eyes, this makes your jewellery even more meaningful — a symbol of beauty, responsibility, and love that endures.
Do you ship internationally?
Yes, we ship worldwide. Shipping costs and times will vary depending on your location. Please contact us at hello@poenixandthemoon.co.uk for further information.
How should I care for my jewellery?
For full details, please see our Jewellery Care Page.
Every necklace, bracelet, bangle, and pair of hoops arrives in a soft cotton pouch, placed inside a recyclable cardboard box, with a polishing cloth and care instructions inside its envelope.
Studs and rings arrive in smaller recyclable cardboard boxes, also with a polishing cloth.
Because each jewel is handmade and many feature natural stones, they may develop a soft patina over time. We see this as part of their story, but a gentle polish will always restore their glow. Store your piece safely, avoid harsh chemicals or perfumes, and let it age gracefully — just as all beautiful things do.
Why does my jewellery tarnish or oxidise, and can it be prevented?
Tarnish and oxidation are natural processes that occur when silver or gold is exposed to air, moisture, or certain chemicals. This is part of the life of precious metals and does not indicate a defect.
The only way to completely prevent tarnishing would be to rhodium-plate your jewellery. However, rhodium plating comes with a high environmental cost: the extraction and processing of rhodium is energy-intensive, produces toxic waste, and has significant ecological impact. Applying it would go against the core values of Phoenix & The Moon, where sustainability, ethics, and care for the planet are at the heart of every decision — even if it means foregoing potential profit.
Instead, we offer a lifelong polishing service for any piece that needs a more thorough or professional cleaning, beyond what a polishing cloth can achieve. Customers only need to cover shipping costs back and forth. Simply contact us at hello@phoenixandthemoon.co.uk for details, and we will guide you through the process with care and attention.
We believe that our customers will appreciate that we choose sustainability and ethics over beauty and profits at all costs, allowing every piece to shine while staying true to our values.
Do you offer a warranty on your jewellery?
Yes — every piece of Phoenix & The Moon jewellery comes with a 12-month warranty covering manufacturing defects, including issues with metalwork, settings, or clasps.
The warranty does not cover normal wear and tear, accidental damage, loss, or misuse of your jewellery.
If you believe your piece has a defect covered by the warranty, please contact us at hello@phoenixandthemoon.co.uk as soon as possible. We will guide you through the process, which may include sending the item back to us for inspection. Our goal is to repair or replace the item quickly, so your jewellery can continue to be a treasured part of your story.
Can your jewellery be given as a gift?
Absolutely. Phoenix & The Moon jewellery is designed to celebrate milestones, connections, and love in all its forms. Each piece is a wearable emotion — a birthday gift, a wedding keepsake, a talisman of encouragement, or simply a reminder to someone (or yourself) that they are cherished. With personalisation options and meaningful symbolism at the heart of our collections, every jewel becomes a story worth writing.
Please refer to our Gifting guide for further help.
What about sustainability and your packaging?
Sustainability is at the core of Phoenix & The Moon. We work with recycled sterling silver and ethically sourced gemstones wherever possible, crafting jewellery to be treasured for a lifetime rather than a season.
Our packaging is designed with the same care:
- Necklaces, bangles, bracelets, and hoops arrive in a soft cotton pouch, placed inside a fully recyclable cardboard box, with a polishing cloth and care instructions in their own envelope.
- Studs and earrings arrive in smaller recyclable cardboard boxes, also with a polishing cloth.
All packaging is entirely recyclable, chosen with respect for the environment.
To us, sustainability isn’t only about materials — it’s about kindness and respect. Respect for the planet, for the people who wear our jewellery, and for the stories each piece carries forward.
Exchanges & Returns Policy
At Phoenix & The Moon, we take pride in creating jewellery that carries meaning and emotion. Every piece is handmade in the UK with care, using recycled metals and ethically sourced gemstones.
We understand that sometimes an item may need to be returned or exchanged, and we aim to make the process as smooth, fair, and reassuring as possible.
Customised & Personalised Items
Because many of our pieces are personalised with hand-stamped initials, names, dates, meaningful phrases, or birthstones, we cannot accept returns or exchanges for custom-made items unless:
- There is a manufacturing error, misspelling, or defect.
- The item was damaged during shipping.
In such cases, please contact us immediately at hello@phoenixandthemoon.co.uk and we will guide you through the next steps.
Non-Personalised Items
If you purchase a standard (non-personalised) item and wish to return it:
- Items must be returned within 14 days of receipt.
- They should be unused, in their original packaging, and in the same condition in which they were received.
- Once received, we will process your refund or exchange as quickly as possible.
Exchanges & Repairs
If you would like to exchange an item for a different size, colour, or design, please reach out to us at hello@phoenixandthemoon.co.uk.
Repairs for damaged or worn pieces can also be arranged; we will provide guidance on timescales and costs as needed.
Shipping & Returns Costs
- Customers are responsible for the cost of returning items unless the item is faulty or incorrectly made.
- We recommend using a tracked and insured service to protect your jewellery in transit.
Our Commitment
We are committed to your satisfaction and to ensuring every piece you receive reflects the meaning and quality it was created with. If you have any concerns, please contact us at hello@phoenixandthemoon.co.uk — we are here to help and will always act with care, fairness, and speed.