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Customer Service

  • Slow Friday promotion
  • Orders
  • Delivery
  • Christmas delivery
  • Ring sizing
  • Gift buying
  • Bespoke & custom

Popular questions

Slow Friday promotion
01. When does Slow Friday finish?

Orders placed from 22/11 to 28/11 midnight are eligible for up to 30% off a selection of independent designers.

02. What are the discount levels?

Discount levels are between 15-30% off depending on designer and available from the Slow Friday collection.

03. Is there a code required?

There is no code required at checkout. All prices will be displayed and automatically applied at checkout.

04. Is there a minimum spend required?

There is no minimum spend.

05. Can I use a discount code during Slow Friday?

Unfortunately the discount is not combinable with other discount codes, i.e. 20% off welcome code or gift incentive codes.

06. Can I use a Gift voucher during Slow Friday?

Yes, you're able to use your Gift voucher at checkout during Slow Friday.

07. What is your Returns policy during Slow Friday?

Our Returns policy will resume as normal, now offering up to 90 day returns. Please read our Returns policy for more details. 

Orders
01. Do I need an account to place an order?

You don’t need an account to place an order on Finematter. All you’ll need is an email address and a payment method. However, we do suggest you register an account so you can start saving your favourite items to your wishlist. You can easily register your details here

02. How do I make a purchase?

Placing an order with Finematter is easy. Simply follow the below steps:

1. Browse our site to find your favourite pieces. You can filter by category, designer or by metals and gemstones.

2. Click add to cart on the item page.

3. Once you’ve added all of the items you wish to buy to your cart, click go to checkout 

4. If you have a Finematter account, you can log in to continue. Otherwise, you have the option to use express pay with Google Pay or Shop Pay, or you can check out as a guest by entering your contact information and shipping address.

5. Once your delivery information is submitted follow the prompts to complete the checkout process.

03. How will I know if you have received my order?

Once you’ve completed the checkout process, you will receive an email acknowledging your order has been received. We will approve your payment method, verify your delivery address and confirm your order with our partner designer. Once these checks have been completed, we will send you an email confirming your order. This process may take up to two days.

04. Can I cancel or make changes to my order?

If your order has not yet been dispatched from our designer, you may be able to cancel or make changes to it. If you need to cancel or make changes to your order, please contact our customer service team as soon as possible.

Delivery
01. How much is delivery?

Delivery for all Finematter orders, to any country, is free of charge.

02. Will I have to pay customs and duties charges?

You will not have to pay any customs or duties charges on your delivery. Finematter will cover these costs on your behalf.

03.

Delivery speeds vary, depending on the piece you choose and your delivery location.

On each product page, you will see a production time. This indicates how long it will take the designer to prepare your order. Once your order has been prepared and dispatched, delivery will take between 2 and 5 to arrive with you.

Christmas delivery
01. I'm interested in a Made to Order piece, will it arrive in time for Christmas?

Some pieces on our platform are made to order, meaning each piece is specifically made after payment. To ensure your order arrives before Christmas, please see below the final order dates for all Made to Order pieces:

28th October : Kay Konecna, Satomi Kawakita

31st October: Roxanne Rajcoomar-Hadden

4th November: Susan Highsmith

7th November: WWAKE

8th November: Sophie d’Agon, Monsieur Paris

9th November: Alighieri, P. Hertz

10th November: Emilie Shapiro, Mociun

16th November: Leigh Miller

17th November: Lizzie Mandler

18th November: Ruddock, Fie Isolde

21st November: Ellis Mhairi Cameron

23rd November: Marlene Juhl Jorgensen, Dinny Hall

— Note, final order dates will be displayed on the product page prior to checkout.

If you're unsure on a delivery date, please contact our experts via email or live chat.

Ring sizing
01. How do I know what ring size to choose?

Follow our simple instructions to measure your ring size at home. You'll find our size guide on the product page.

If you’re buying a ring for someone else and need help, get in touch with our experts on live chat or drop us an email and we will advise you.

02. What happens if I order the wrong ring size?

Most of our rings can be resized and we will happily arrange that for you for free, as part of our 1-year warranty programme. If the ring cannot be resized, for whatever reason, we will arrange for it to be exchanged for a fresh ring in the correct size.

Gift buying
01. Can you help me to choose a gift?

Our experts are on hand to help you choose the perfect gift within your budget and they will make sure it’s delivered before the special occasion. You can either begin a live chat, whatsapp us or send us an email.

02. Can you gift wrap the jewellery?

Yes and it’s free. If you’d like the designer to gift wrap the piece, simply choose this option at checkout.

03. Is your packaging discreet?

The outer shipping carton, used to deliver your order, is unbranded and discreet.

Bespoke & custom
01. I'm looking for a bespoke piece, how do I start?

Designing your own piece is highly personal and no design is too big, small or crazy. You may be interested in bringing a vision to life, to bring an old heirloom to life or you may want to modify an existing piece on our website. 

Please don't hesitate to contact Customer Service to discuss possibilities, our team can guide you through this process.

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