We strive to create and dispatch your order as quickly as possible with the utmost care, we want you to be as excited by your order as much as we are.

We aim to dispatch items as quick as possible however during peak times, our handling time may be longer.

Our order processing times can be found on each individual listing in the 'tab' section. Alternatively our current processing times can be found HERE.

Yes, all you need to do is ensure you put the name and address of the person you would like to gift the item to in the ‘Delivery’ address details at the checkout.

If you want to send a note or add gift wrap, please ensure you add the relevant options to your order, otherwise your order will be sent as standard to the recipient which includes the invoice.

Once an order is in the process of being made, we are unable to cancel an order. However if your order is still pending, we will be happy to cancel the order. Please contact us ASAP via our contact page.

All orders are dispatched in plain packaging ensuring discretion. All items will be delivered with 'E360' as the sender.

Once your order has been dispatched you will receive an email notification.

Once an order has been dispatched via Royal Mail you will receive a confirmation to say it is on its way. If your order has been sent tracked, you can track your item at www.royalmail.com.

Depending on demand, we limit the amount of expedited orders we are able to process at any one time.

Please select the ‘Priority Expedited’ option at the checkout. If the option is not available, this means we are unable to expedite your order due to current order demands.

Expedited orders are made and dispatched within 3 working days.

We ship all orders via Royal Mail for peace of mind and reliability. We offer the following delivery options:

• 2nd Class - Delivery within 3 - 5 Working days
• 1st Class - Delivery within 1 - 3 working days

Delivery costs are calculated at the checkout and depend on the items ordered. As a guide postage costs start from £3.50 and cost no more than £5.50 regardless of how many items are in your cart.

We currently ship to the following countries outside the UK

• Australia
• Belgium (EU)
• Canada
• France (EU)
• Germany (EU)
• Ireland (EU)
• Netherlands (EU)
• New Zealand
• Norway (EU)
• Sweden (EU)
• United States of America

Delivery costs are calculated at the checkout and depend on the items ordered.

As a guide postage costs start from £4.5 for EU countries and £5 for Australia, Canada, New Zealand and the USA.

All standard orders are shipped from the UK via Royal Mail for peace of mind and reliability. We offer the following delivery options:

• Standard - Delivery within 10 - 15 Working days
• Tracked and Signed - Delivery within 7 - 12 working days

EU IMPORT COSTS

All orders from the UK to the European Union may be subject to local charges and payable by you the customer.

INTERNATIONAL IMPORT COSTS

The UK have trade agreements with Australia, Canada, New Zealand and the USA which allow you to import a certain amount of items without incurring import charges. Any customs charges that may occur outside any threshold set by your country are payable by you the customer.

If on the rare occasion you have not received your order, please check your tracking number via the Royal Mail website at www.royalmail.com.

If the tracking states that a card has been left and you did not receive one from Royal Mail. You can still re-arrange delivery using your tracking number. Alternatively you can contact your local sorting office who will be able to advise further.

​If you have checked your local sorting office and still cannot locate the parcel, please contact me and I will contact Royal mail directly for further assistance.

• Items that have not been made to order may be returned to us within 14 days. The item must be returned in its original condition, unworn and in its original packaging to prevent damage in the post. Please contact us to discuss your return whereby we will provide the information required to process a return. Your refund will be processed within 7 working days of us receiving the item back. A Returns Form is available upon request.
  
• You, the buyer, will be responsible for postage costs both ways unless your item is faulty, you will be refunded the cost of the item minus the original amount of postage paid.
  
• Personalised and made to order items may not be returned.
  
• Earrings may not be returned for health and safety reasons
  
• We urge you to return your item using a secure method of postage and obtain proof of posting with insurance. We will not be held responsible for returns that do not arrive and you, the buyer, will be responsible for claiming for any loss via Royal Mail or the company you instruct to return your order to us.
  
• We will not refund or exchange item owing to damage from improper use, general wear and tear or age.
  
• In the event that we, Heartful London, make an error or your item is faulty, we will offer to repair your item, a replacement or a refund and will work closely with you to ensure your satisfaction. Customer service is of paramount importance to us.

Our refund policy can be found HERE

Our stainless steel is extremely durable and is not only easy to care for but it is also easy to clean. Regardless of how durable it is, like anything in life, it is important that you take care of your jewellery. We recommend you use a microfiber cloth to wipe clean your jewellery after each wear and store it away when not worn. We have provided some advice below as well as a guide to clean your jewellery using our recommended method. 

General adviceStainless steel does not require much care, however we do recommend you follow the guidance below to ensure your jewellery stays in tip top condition:

• Avoid contact with harsh chemicals such as pure bleach. This can damage the surface of your jewellery.
• We recommend you remove any jewellery whilst working with harsh chemicals, for example; whilst cleaning.
• Avoid storing your jewellery with other sharp objects or other pieces of jewellery as this could scratch the surface of the stainless steel. Store your jewellery separately using the box that is included with your item or in a fabric-lined bag or pouch.
• Our stainless steel jewellery is extremely durable and can be worn whist undertaking strenuous exercise such as at the gym or whilst swimming however we recommend you rinse and clean your jewellery afterwards to keep it in the best condition possible, this is especially important if you have the gold, rose gold or any other coloured stainless steel other than silver to avoid discolouration over time.
• To clean your jewellery, we recommend you use mild soap and warm water (See guidance below) however If you choose to clean your jewellery with a specialised jewellery cleaner, always ensure it is safe to use on stainless steel including coloured stainless steel such as gold as some jewellery cleaners can be abrasive and fade and scratch the engraving and the metal. If your jewellery requires a deep clean, we recommend you use our method below to refresh your jewellery and have it looking like new again. 

Cleaning your stainless steel

The easiest way to clean your stainless steel jewellery is by using mild soap and warm water when it is dull and dirty. This will clean off any pollutants or build up of dirt on your jewellery.

Place your stainless steel jewellery in a small bowl containing a mixture of mild soap and warm water and allow it to soak for a couple of minutes. Take a soft cloth and rub the jewellery, for hard to reach areas such as grooves or in-between links on a chain, you can use a soft bristled brush such as a soft toothbrush to ensure you can clean those hard to reach areas. Once you have cleaned your jewellery, dry it off using a lint-free cloth to remove all possibilities of water spots.

As with all fine things in life, you should take care to protect your aluminium jewellery to ensure it stays looking its best. Your jewellery should be stored in a fabric lined jewellery box which prevents and protects it from falls, bashes and scratching.

Dust, pollution and daily wear can all contribute to the dulling of the metal and gemstones. This can easily be resolved by following the care guidance I have provided below:

• ALWAYS remove your jewellery when applying scent, lotions and potions, or even better, always put your jewellery on last when getting dressed.
• Protect all Jewellery from scratches, sharp blows, chemicals, extreme temperatures, and direct sunlight.
• Gently wipe each piece of jewellery regularly, clean off makeup and skin oils with a 100% cotton cloth.
• Store jewellery separate from each other so they do not scratch each other.
• Remove jewellery when undertaking strenuous activities such as household repairs and gardening.
• Apply make-up and hair spray before putting on your jewellery. Make-up and hair spray contain chemicals that may affect your jewellery.
• Do not store jewellery next to heating vents, window sills, or in the car.
• Store jewellery away from direct sunlight. The sun may fade some gemstones.
• Do not wear jewellery while in a pool, hot tub or bathing. The chlorine in the water can damage various gemstones and metals.
• Always store bead necklaces strung on silk flat because silk stretches over time.
• Frequent cleaning is recommended to maintain its true beauty.
• Salt water, chlorine in swimming pools, soap, perfumes, personal products and perspiration take their toll on all jewellery.
• Wipe your jewellery carefully with a soft cloth to keep it clean and enjoy!

If you are in doubt, please do not hesitate to get in touch!

Step 1: Adjust the opening of the cuff by gently pulling the ends of the cuff apart. Create an opening that is just wide enough to slip sideways over the narrowest part of your wrist.

Step 2: To put on the bracelet, turn the cuff sideways and slide onto the wrist. Then rotate the bracelet until it sits on top of your wrist.

IMPORTANT: Do NOT stretch the cuff over the top of your wrist. By doing so the bracelet will lose its shape and may create a stress point in the metal which will cause the cuff to break.

If you are unsure what size chain to order, here is a helpful guide to help you determine what necklace length you require. 

Before doing so, it may be helpful to check out our style guide to assist you in deciding on what look you are going for, these guides are especially useful if you want the pendant to fall in a specific place on your body. These guides can be used together to determine your final necklace length. Necklace Length Guide for Men, Necklace Length Guide for Women.

If you already have a necklace which is the length you would like, the easiest way is to take that necklace, lay it straight on a flat surface and measure it with a ruler. Otherwise, you can follow the steps below: 

Using some string, drape the string around your neck and pull it down to a point in the way it would if a pendant was hanging from it. Hold the string where you would like the necklace to land on your chest. Remember the pendant will hang below this point so you need to ensure you are measuring the length you want the chain to be, not the bottom of the entire necklace.

Then cut the string (or hold it with your fingers, keeping the spot precisely), lay the string straight on a flat surface and measure it with a ruler. Round the number to the nearest necklace length offered.