FAQs & Care
Answers to the questions we get asked most, plus how to look after your jewellery. For prices and delivery times, see our delivery and shipping policy. To send something back, see our returns and refund policy.
Orders and delivery
When will my order be dispatched?
Most orders leave us within 1–3 working days. Every order is sent with Royal Mail tracking, and the options and prices are in our delivery and shipping policy.
How do I know if my order has been dispatched?
You will receive a dispatch confirmation email when your order is on its way. Please check your junk email folder in case it is in there.
My parcel hasn't arrived yet. What should I do?
If you are in the UK and have not received your order within 5 working days of dispatch, please get in touch.
If you are outside the UK and have been waiting more than 3 weeks, we recommend checking with your local post office, as they might be holding your parcel for customs.
Restringing and repairs
Your pieces should last a very long time when cared for properly. If your thread or cord breaks, or you would like a different necklace length, you can send your piece to us for restringing. Fees vary depending on the piece, and additional charges may apply if extra gold, silver or beads are needed. You are responsible for postage to and from us.
- Vegan silk necklace: £7
- Fully beaded necklace (no knots): £14
- Hand knotted beaded necklace: £30
- Fully hand knotted beaded necklace (no gaps between beads): £60
Can you replace my cotton cord or vegan silk?
We're more than happy to send you a new cotton cord for your adjustable necklace, free of charge. Just email us a picture of your piece and the cord colour you would like (black, brown or beige). Fixed-length necklaces with sterling silver fastenings (cotton and vegan silk) can be restrung for £7. Please contact us to arrange.
My crystal pendant broke. What can I do?
Given the delicate nature of our hand carved crystal pieces, we cannot offer refunds or exchanges on a piece that has broken after it left us, however long you've had it. Once it leaves us intact it is your responsibility to keep it safe, much like any artist selling fragile work such as ceramics, glass or fossils.
There is hope, though. Clean breaks can often be fixed with a little gem glue. We recommend Gem-Tac, an inexpensive, widely available glue that dries clear and works very well.
Caring for your jewellery
Every one of our pieces is handmade, often with very intricate detail, so always handle with care.
Hand carved creatures and leaves
Our pure crystal pendants are exposed, so each one is delicate and needs gentle handling. Store them somewhere safe, away from the risk of being knocked or dropped. When wearing your creature or leaf, avoid layering it with other pendants that could knock into it. Keep your cotton cord or vegan silk dry (no showering in it) to help it last.
Sterling silver and gold pieces
Darkened (oxidised) silver will usually brighten with wear, just as polished silver tends to darken over time. All metal tarnishes with exposure to air and moisture, so store your pieces somewhere dry, ideally in an airtight bag, anti-tarnish pouch or sealed jewellery box. To remove tarnish, gently rub with a polishing cloth made for that metal, using even pressure.
Opal jewellery
Keep opals away from extreme temperatures, harsh chemicals, long periods of sunlight and water. Opals can absorb liquid, which may cause discolouration or damage, so take your opal jewellery off before swimming or bathing. Store each piece separately in a soft cloth or padded box to prevent scratches.
General
Long exposure to sunlight can increase tarnish and fade the colour of some stones, including amethyst, citrine, rose quartz, smoky quartz, opal, turquoise, aquamarine and sapphire. Store your jewellery and crystals in the shade.
Ring sizing
We strongly recommend having your ring finger professionally sized by a local jeweller, and please be sure of your size before ordering. If you would like us to send you a ring sizer, please get in touch.
We do not resize rings, but your local jeweller may offer this. Because of the way some pieces are made, not every ring can be resized.
Where do you source your stones?
We work with two people who source our raw stones, one in America and one in York. Both travel to mines around the world and make sure they don't buy from mines that over-mine, cause environmental harm or habitat loss, or treat their workers unfairly. Both are certified fair trade. We occasionally buy cabochons from independent lapidary artists, who buy their raw stones directly from the mines. Sustainability is very important to us, and we do what we can in how we source our crystals and jewellery.
Our policies
Read our shipping policy, returns and refund policy, terms of service and privacy policy.
Company details
The Healing Pear Ltd, registered in England and Wales
Company number: 13740117
Registered office (not a returns address): 3 Station Road, Stansted Mountfitchet, Essex CM24 8BE, United Kingdom
VAT number: 350053737