Frequently Asked Questions
What are your delivery charges?
Delivery is currently FREE anywhere in the world.
All orders are sent by either Royal Mail Special Deliverly in the UK or Royal Mail trackable Airsure or similar for parcels destined for delivery outside of the UK.
This offer is available for a limited period only.
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When will I receive my order?
Any items held in stock will be shipped within 2 to 3 days. In general orders made to order will be despatched within 2 to 3 weeks.
Payment must be fully authorised and received in full before any orders will be despatched. However, please be assured that we will start making your 'made to order' item as soon as payment has been received in full and your orders will be winging their way towards you as soon as is possible.
For further information on deliveries please refer to our Delivery page, here.
Which currency does the site operate in?
The currency in the hilomilo store is British Pounds Sterling (GBP)
What are my payment options?
You can easily pay securely using all major debit and credit cards and all transactions are processed through either Stripe or Paypal to ensure your security. Please note you do NOT need to have a Paypal account to checkout. Simply click on the Paypal option and follow the on screen directions, you will be given an option to check out either as a guest or with a Paypal account.
Please see the Paypal and Stripe websites for their security, safety and information on buyer protection. By making a purchase you are confirming that you have fully read and understand our terms and conditions available here.
How do I work out my ring size?
We recommend taking a trip to your local high street jeweller and asking them to measure it for you but for further information and guidance please read our ring sizing guide here
What is the best way to care for my jewellery?
Always avoid abrasive jewellery cleaning products and store your jewellery carefully in separate soft pouches. Buff gently with a polishing cloth suitable for gold and avoid immmersing in any chemicals such as chlorine or bleach.
For more comprehensive information and guidance please refer to our Love Your Jewellery guide, here.
What is your return policy?
We will happily accept unworn, undamaged or defective product for exchange or refund within 21 days of ship date. Shipping charges are not refundable. All prices are in GPB. For more detailed information, please read our delivery and returns page. Please note that any refunds made can only be refunded on to the debit or credit card on which payment was originally made and unfortunately earrings cannot be refunded due to hygiene standards unless they are in some way defective.
What is your repair policy?
Here at hilomilo we are happy to repair any items purchased from us. Please get in touch with a description of what is wrong. A repair quote will be presented before work is carried out. Restrictions may apply.
What is your privacy policy?
We will not sell, share or trade any information you supply to us with a third party unless required by law. Any information we collect is used to provide you with a better shopping experience and to facilitate us in fulfillment operations. From time to time, we may send sale information, product updates, etc. via email. If you would prefer not to receive these promotional items, you may opt out at any time by clicking on the unsubscribe option at the bottom of our emails or by contacting us at michele@hilomilo.com with "REMOVE" as the subject header. For more detailed information, please read our privacy policy page here.
Are the products pictured actual size?
Because computer monitors vary in size, it is impossible to show an actual size image on the Internet. Great care has been taken however to ensure that the items on the website are presented as accurately as possible. However colour clarity will depend upon your device's monitor and therefore colour accuracy cannot be guaranteed. Please note that each product is hand made by Michele Steadman and therefore unique. Slight variations are part of the distinct character of the work.
Is VAT charged online?
Michele Steadman t/a hilomilo is not VAT registered.
How long do I have to cancel an order?
Please let us know as soon as possible if you do not wish to proceed with your order. Due to the nature of our service, any orders which have not been paid for in full within 7 days will be cancelled.
If I have suggestions, questions or comments?
Your comments and opinions matter and are warmly accepted. If you have any suggestions or comments please contact us here.
