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FAQs

Ordering -

How do I order?
Directly through our website. You can click the 'shop' header, or head to any of the Collections on the home page to start browsing products. You'll also find a Collections menu in the store, with everything conveniently organised into categories/brands.

How do I pay for my order?
Once you have your chosen items in your cart, our checkout system will guide you through the process. You can set up an account with us, or check out as a guest. Your address details will be taken, and you can choose to pay via PayPal, or direct through our site with a credit/debit card, or gift card/vouchers. We do not accept bank transfer, cash on delivery, cheques, payment plans or cryptocurrency. You will pay in our native currency (UK pounds sterling) so if you see a different amount on your PayPal account/bank account, this will be shown in your currency. If you have any problems using your card during checkout, this may be due to international blocks from your card issuer. If you do have any troubles during checkout, just take a screencap, and email us at shop@curiology.uk for assistance.

Can I preorder/reserve items?
We do not accept preorders or reservations. Any limited edition designs we release are either first come first served, or only available for a certain amount of time. All other stock tends to be permanent additions, so they will be ready for you when you are!

How do I check the status of my order?
Once your order has been successfully processed, you will receive an automated email from us, showing your order number, items you have purchased, shipping method selected, full amount paid, and your delivery details. Please check this, and if you find any errors, please reply directly to the email to advise what needs to be rectified ASAP. Any changes to the order will not show up on your dispatch email, but will have been actioned as long as you let us know before we send it!

When/how will you post my order?
We aim to ship all orders within 3 working days of them being placed. This is extended during our busier times such as new launches, sales and special events. If we anticipate a longer processing time, we will announce this on a banner at the top of our homepage, to keep you up to date.
We are a two person team, and the majority of our products are handmade to order, so we cannot usually offer same day or rush orders. If you do have a deadline, please contact us before placing your order, to check we can accommodate your request. We use an online post label system, Royal Mail is our mailing company. UK orders are sent 1st class signed for, and you will receive a tracking number. International orders have two options, though we highly recommend the tracked option (more on this below) and will be sent out of the UK via Royal Mail, then handed to your native mail handling company.

Can I cancel my order?
Sure you can. As long as we haven't dispatched it, just reply to your order confirmation email and let us know you'd like to cancel. We can remove items from the order, or cancel it fully and issue a refund. It will depend on your PayPal/bank account on how long the refund takes to appear in your account.


Shipping 

Do you ship worldwide? How much is it?
We do! Our shipping costs are pretty universal for out of UK orders. Just add items to your cart, and head through to checkout to enter your address and you'll be able to check postage costs before putting any payment details in.

How will I know my order is on the way?
As soon as we've generated your mailing label, and put your goodies in a mailing bag, you will receive a dispatch email! This will have a 'view my order' button which you can click and check your tracking number, and address details. Please allow a little while for tracking to update. For UK orders, tracking is updated once delivery has been attempted on your order. This is usually 1-2 working days after dispatch. This may sound a little pointless, as of course you know where it is if it's in your happy little hands - but if it's waiting for you at the local depot, or if the postie tried to deliver, you weren't in, and they've not left a card to tell you, or if a family member/neighbour has signed for it for you, that tracking number will come in handy for finding out where it is, and how to get it! 

I'm not in the UK, how long will it take to get my order/how do I find out where it is?
OK, this is important - if you have not selected tracked shipping during checkout...you will NOT have a tracking number! This sounds obvious, but I know some countries issue numbers no matter what service is used - the UK does not. Tracked shipping is the only option where we will be able to locate your order as it leaves the UK, and it's journey into the destination country. If you have not selected tracked shipping, you will still receive your dispatch confirmation, and the estimated shipping times are as follows - EU 5-10 working days, rest of the world 10-21 working days. This is just a rough guide, we cannot guarantee times, as there can be delays at customs, strikes, adverse weather conditions etc. We love to exceed your expectations, and would hate to disappoint you by not getting something to you on time, so please just use these times as a guideline. Tracked orders are usually a bit faster to arrive, and have the peace of mind of being able to see where it is, so we really do recommend this service. We do not make any profit on postage costs, what it costs you, it costs us, and we keep this as low as we can.


My order hasn't arrived, what should I do?
First things first - find your dispatch email, click through to 'view my order' and hit that tracking number. It may well be at your local depot, or with a neighbour. If your tracking says it's still in the system, give things a little longer to update - sometimes there can be some unexpected delays and take a while to reach you. If the tracking says it does not recognise the number - how long has it been? If it's only been a day or so, you'll need to hang on until the parcel is passed into the system. 
OK, so you've checked tracking and it's not where it's meant to be/it's been longer than the guideline times and you don't have a tracking number - contact us. We will do all we can to assist you. We aren't magicians, so we can't find out where something with no tracking is/we can only see what you can on tracked orders, but we may be able to offer some suggestions on where it could be. Also, please try to not be angry with us, we do all we can to get your parcels to you, and we would never let you down on purpose - we want your items in your hands as much as you do, and most times we cannot get compensation for lost mail, so any replacements are at cost to us. We will work with you to get things resolved.


Returns -

I've received my order and changed my mind, can I return it?
Of course you can! Provided the item is unworn/undamaged, and returned to us in the original packaging (or strong box if you have disposed of packaging) within 28 days of purchase, we will issue a full refund on the item/s. If you wish to return any items, please contact us first to let us know to expect it, and enclose a note with your name and order number so we know who to refund! We will then confirm return address and amount to be refunded on return. We can also offer exchanges/credit your account with the value of the order if you'd prefer. 

My order has arrived broken/incorrect, what now?
We all make mistakes, it's human nature - and we are no exception, sometimes I put the wrong thing in a box. Sometimes a particularly excitable mail delivery person flings it across the van/falls on it/somehow manages to bend a massive box in half. These things happen, and yes it sucks. But, we will make things right! Just drop us a friendly message, with any relevant details (order number, name, photos of the issue) and we can talk through your options. Usually we will send out the correct/new item immediately, but every case is considered individually to offer you the best resolution we can. Never think you are stuck with something you're not happy with, we are here to help you!

Products

Do you make all your items?
We design, manufacture and sell our own work, as well as products from other brands and suppliers. Anything branded Curiology is fully hand made from scratch by Mr and Mrs Curiology. Rune & Raven is Curiology's little sister, which hand makes, as well as sources components in sterling silver and semi precious stones. Everything else is branded depending on the company who makes the item, and is purchased by us directly from them. All items sold on our site have been purchased from the genuine sources, with permission, and credited to the company. 

Can I request a custom design?
We do not offer custom designs - sorry! It's just a lot of extra work for us, and we don't have a great deal of time as it is. We do know a lot of amazing designers though, so drop us a message if you'd like and we might be able to point you in the right direction. Custom colours may be something we can offer on Curiology laser cut/printed items. Check the Colour Swatch header for our full list of available materials. Our items are listed with the colours we offer, but if you're unsure, just get in touch and we can chat with you about your requirements.

Do you offer different sizes?
On some things we do, they are listed on the product. If you need something in a size not listed, it's always worth an ask, but we may not be able to. If you have any queries, just get in touch.

Can I have a different length chain?
On Curiology items you sure can! Just leave a note during checkout and I'll get back to you if I need to confirm anything with you. Please note, chain lengths apply to silver plated and black chains only. For different length sterling silver, please contact us first as there may be an extra charge for this.

Something is sold out, will it be back?
As long as it's not marked as a limited edition - yes! If you'd like to know an ETA on anything out of stock, just get in touch and we can let you know.

Miscellaneous 

Where are you based?
We're in the North West of England. 

How do I use vouchers/gift cards?
When you go through checkout, there will be a box for you to enter your code/s. Press Apply, and hey presto, money off! We cannot apply codes after a transaction has been fully processed, so make sure you've definitely applied those codes correctly!

How does your Loyalty Scheme work?
Great question inquisitive one! You can read all the details by hitting the Loyalty Scheme header/in the drop down menu on mobile/tablet.

What's Coven Club and how does that work?
Coven Club is our monthly subscription box, containing an exclusive necklace, pin badge, and special offer! Just hit the Coven Club header/in the drop down menu on mobile/tablet for full details on how to sign up, how it all works, and how you pause/cancel.

Do you offer wholesale?
We do! We have a dedicated website where we wholesale our laser cut and printed designs. Drop us an email at shop@curiology.uk to discuss getting an account set up. We do not wholesale sterling silver, wall art/clocks, limited edition designs, or other brands.

Can I model for you/I'm an influencer, can you send me products?
We generally do not work with many models/influencers, but we would love to hear from you if you have a solid social media following, with a regular posting behaviour, high quality posts, and great engagement. We're pretty prolific on social media, so we like to work with others that we can mutually benefit from. If you fit the criteria, drop us an email to shop@curiology.uk to discuss. If you do purchase our products and use them in your shoots and posts, tag us and we can always share the images for you if they make our little dark hearts full of joy!







 

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