Frequently Asked Questions

DELIVERY

How much do you charge for delivery?

  • We offer FREE deliveries to all addresses within the UK, with Royal Mail Special Delivery.

  • International Orders: We ship worldwide for a flat rate of £10 per order, sent via tracked international delivery.

When will i receive my order?

Each piece of jewellery or accessory is carefully handcrafted and hand-finished in London.

  • We aim to ship within 1–3 business days.

  • UK Orders: Delivery usually takes 1–2 working days after dispatch.

  • International Orders: Delivery times vary depending on destination:

    • Europe: Up to 5 business days

    • USA & Canada: 6 - 7 business days

    • Australia & Rest of World: 7 - 10 business days

If an item is out of stock, please allow up to 14 days for shipping, as we handcraft each piece with care.

Which countries do you deliver?

We currently ship across the UK, Europe, USA, Canada, Australia and worldwide.
If your country doesn’t appear at checkout, please email us at hello@betheother.com or contact us here and we’ll do our best to help.

RETURNS & REFUNDS

Returns

We only accept returns on items that are faulty. To be eligible, please contact us within 7 days of receiving your order at hello@betheother.com

or via our Contact Us page. Please include your order number, a description of the fault, and clear photos so that we can assess your request quickly.

Items must be:

  • Unworn and unused (other than to check the fault)

  • Returned in their original packaging

UK Customers: Please use a trackable postal service when returning faulty items.

International Customers: You are responsible for return shipping costs, customs duties, and taxes. Please clearly mark your parcel as “Returned Goods” to avoid extra charges.

Refunds

Once we have received and inspected your return, we will notify you by email. If your return is approved, a full refund (excluding original shipping costs) will be issued to your original method of payment. Refund times may vary depending on your payment provider.

Please note:

  • We cannot accept returns for items damaged through misuse or normal wear and tear.

  • Exchanges are not currently offered.

  • For items over £100, we recommend using a trackable service or purchasing shipping insurance, as we cannot guarantee receipt of your return.

PAYMENT

What payment methods are available?

We accept payments via debit, credit, Afterpay, Apple Pay, Google Pay, ACH Direct Debit, mobile wallets, and more. 

PACKAGING

Is your packaging sustainable?

We provide attractive and environmentally friendly packaging.

All our packaging is UK made, eco-friendly and recyclable, apart from the suede (vegan friendly) pouch which you can use to store your jewellery.

SILK CARE

Your scarf is more than an accessory, it’s wearable art. With a little care, it will stay as radiant and soft as the day it arrived.

  • Handwashing: To help you get started, each order includes a complimentary sample which is a eco-friendly, non-toxic and suitable for delicate fabrics like silk.

  • Dry Clean: For the best results, take your scarf to a trusted professional who specialises in delicate fabrics.

  • Handle With Care: Be mindful when styling jewellery, zips, or brooch pins may catch the silk. Keep your scarf away from perfume sprays, deodorants, and unexpected rain showers to maintain its sheen.

  • Store Smart: Store in a cool, dry place, away from direct sunlight. We recommend keeping it in your 100% natural cotton Scarf Sanctuary Bag to protect it between wears.

  • Ironing: Use the “silk” or low-heat setting.

Click here for full details. 

JEWELLERY CARE

To maximise the life span of your Be The Other handmade jewellery, please follow the care instructions below:

  • Try to avoid your jewellery coming into contact with perfume, hairspray, deodorants, body spray, creams and lotions.

  • The wearing of BTO jewellery whilst asleep, in the shower, sauna or whilst participating in sports is NOT recommended.

  • Do not leave jewellery on or drag jewellery across hard surfaces.

  • When not in use, keep BTO jewellery in the suede (vegan friendly) pouch, wrapped in a soft cloth or in a box or an airtight container.

Click here for full details.