FAQ

A hallmark is a set of component marks applied to articles of the precious metals gold, silver, platinum or palladium. It means that the article has been independently tested. And it guarantees that it conforms to all legal standards of purity (fineness).

Click here to find out more about UK Hallmarks.

UK Dealers Notice - for online sales of precious metals.

Slider clasps are easy to use once you know how. Check out this short video for instructions on how to open and close the slider clasp on your bracelet.

If you find that your slider clasp is a bit stiff when you first receive it, please watch the video for tips on how to get it moving freely. Like a pair of jeans, you just need to gently break it in, by sliding it back and forth a few times.

We'll do our best to accommodate any special requests. Or suggest another way to achieve what you are looking for. Depending on the style, this could be a different colour, changing a couple of beads, or adding an emoji to the text. Just drop us a line on help@butlerandgrace.co and we'll be happy to talk it through.

We don’t have any physical stores – which helps us pass savings onto you – but if you get the size wrong, or would like to choose a different style, we will do our best to work with you. If we can change it for you, we will (please see full terms and conditions). 

If you would like to include details of multiple medical conditions, or need extra room to add your blood type, phone number, or other instructions, we recommend that you have a look at items like a dog tag necklace, or our larger sizes of silicone wristbands. If you would like advice on how to get your text to fit, or if there is any way to have detailed engraving on both sides of the tag, just get in touch on help@butlerandgrace.co

Two things to consider is what it is made of, and what you have engraved on it. Here's a short article that talks through these points.

No, we don't. We feel that the most important information in an emergency are the details that are on the charm or tag of your bracelet and necklace. But many of our products can be used alongside a data service, iPhone app, or your own web page. If you are part of a membership service that requires an online log in or telephone number and a membership number, just include these details when you design the message for your charm.

Many of our products are ready to go, or can be customized quickly, so they will usually be shipped out the same day (for orders that come in before noon). Otherwise, it will go into the post the next day. You’ll receive an email confirmation when it goes into the post.

When products need a greater amount of customization (where you can choose the cord colour, or specific text for engraving), we take up to 5 days to make and dispatch your order. We say “5 days” to make sure there’s enough time to go back and forth by email to clarify any questions. But rest assured, as soon as we have all of the details we need, we’ll get it straight into the workshop. Just keep an eye on your email inbox after ordering so you spot any messages from us.

UK orders will have a tracking number in the order confirmation email. Updates will be available on the Royal Mail website when the package is delivered.

International orders that are shipped “International Standard” will not have a tracking number. They can take between 2 to 6 weeks to arrive, and it is just a matter of being patient throughout this time window. Keep an eye out for a card from your local post office, or any updates from a neighbour or friend who may take in packages on your behalf.

International orders that are shipped “International Tracked & Signed” will have a tracking number, and updates will be posted throughout the delivery process on the Royal Mail website.

Keep in mind that we'll need a few days to prepare your order, and then ship it to you. Royal Mail quotes estimated delivery times, but sometimes post takes longer than expected due to holidays or other factors. If you are getting concerned, please contact us on help@butlerandgrace.co, and we can confirm the date it was shipped.