Frequently Asked Questions

Our beautiful hand-made jewellery is fashioned from biscuit, sweet, toffee and storage tins. We also create pieces using recycled aluminium. Please see each product's item description for specific details.

The Heritage Collection makes use of original vintage tins that are often decades old, and therefore make particularly unique one-off pieces. Our Silver Hearts Collection is made from recycled silver made in the UK.

All our findings (chains, jump-rings, clasps etc.) are made from sterling silver, and we use Swarovski crystals and pearls because the quality just cannot be beaten.

We will strive to re-create the sample pictured on the website as closely as possible, but please keep in mind that all of our products are handmade so some slight variation may occur. This is especially true of our Heritage pieces - these are one-offs in the true sense of the word, as we take our lovely old tins and carefully choose the areas to cut out and then piece it back together to make your unique piece of jewellery. However you do have the choice of different styles so we can make you an exclusive piece in keeping with your taste and style.

If we have run out of the tin used in the image for our modern tin pieces and have no close alternative to use, we will get in touch to discuss what we can offer you instead.

Finally, while the colour reproduction of the product is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used by you.

To have the items made in the same tin to create a matching set, please leave instructions for us in the comment box at the check-out, i.e. ‘Please make all items in the tin used for the pendant’.

Most of our chains are 18” long, but check the product description for specific chain lengths as for some pieces these do vary. Click here to view our guide to chain lengths.

Where possible we can offer to swap our adult size pendants for 14” child-length curb chain pendants, and we can swap our Children’s Collection pendants onto adult length 18” chains. Please leave us instructions in the comment-box at the checkout.

Please keep any charms made from tin away from damp conditions to avoid rust. If the silver components tarnish, they can be easily cleaned with a silver cloth.

Firstly we would ask that a photograph of the remaining earring be sent to info@katehh.co.uk so that we can identify the model of earring and find out if we still have the correct tin. If we have the tin and the earring is a current product, we would charge half the price of a pair of the earrings plus a 20% bespoke charge. We would need to take payment over the phone or by cheque once agreed, as we cannot process bespoke orders through the website. If the job is a bit trickier (for example if it is an old earring model or an unusual tin etc.) we will get back to you with a quote and the options we can offer.

This service will soon be available online. In the meantime please contact us by phone or email to find out more.

For bespoke pieces please visit our Bespoke page for more details on how to order.

Unfortunately we cannot offer a discount on multiple items.

If, for example, you have ordered a ‘Pretty Floral’ style heart pendant and would like a tin with lots of purple used, we are be happy to oblige if you are happy for our jewellery makers to pick for you and we have a suitable tin available, as we unfortunately do not have the facilities to give you a preview of what it would look like. Please leave us instructions in the comment-box at the checkout.

If you would like something completely different that doesn’t appear on our website, for example a plain colour or a very specific pattern, please get in touch with us before placing your order. We will take a look in our tin collection and can let you know if any bespoke charge would be applicable.

In most cases we would be happy to do this, this would classify as a commission. Please contact us by phone or email for more details.

Please contact us by phone or email to discuss your requirements with Kate.

Yes, we have letter and number charms available. Please see our Personalised page for details.

Yes, we have a compact A5 catalogue and accompanying pricelists we can send, please request this through our contact page or email info@katehh.co.uk.

Please see our Find A Stockist page.

We dispatch all items in a gift box as standard so they are protected in transit. We will place multiple items in the same box, so if some of your items are gifts please let us know how many boxes you need in total in the comment-box at the checkout.

The ring sizes displayed are the ones we usually have in stock. If yours is not displayed then there is an option to specify ring size on the product page. When we receive your order we will then order in the ring in your size.

Please enter the code on your voucher in the appropriate field at the checkout. You can then pay any outstanding balance by the usual payment methods.

IMPORTANT: The voucher can be used as part payment but please note you must use the full value of your voucher in one transaction as any unused balance will be lost e.g. if paying for a £15 order with a £20 voucher, the unspent £5 balance will be lost, so please make sure to redeem the voucher on an order of value £20 or more.

We accept all major credit and debit cards, or you can also checkout through Paypal.

We also accept payment by cheque or by taking card details over the phone if you prefer: if you would like to send payment to follow in this way, then please choose the deferred payment option at the checkout. Please note we will not begin producing your order until we receive payment for the order.

We aim to get your jewellery made and out to you within three working days on average. Heritage and Silver items will take up to 7 working days to get to you as the processes used are more complex.

Please see our Delivery page for a more detailed breakdown of delivery times depending on postage method and products bought.

Yes, we are happy to post your item to a different delivery address, please make sure someone will be available to sign for the item if a signed-for postage method is being used.

Yes, please see our Delivery page for more details.

Firstly, please see our Delivery page to check when you should expect your item to arrive. If this time has passed and your item has still not arrived we may have to consider the item lost in the post. All postal losses or delays will be dealt with no sooner than 14 working days. After this time has passed you can make a claim by completing our Postal Loss Claim Form. Please note that all claims must be made within 28 working days of the dispatch date.

We will accept returned earrings as long as they are still in the sealed bag that they were sent out to you in. Faulty earrings may be returned out of the bag.

If you buy jewellery from one of our stockists and you are not happy with the item, you must contact them to discuss their terms as the item was purchased from them and each business has its own policy on this matter.

We are sure you will be delighted with your purchases. If however you wish to return any items bought direct from us for refund or exchange please see our Returns, Refunds & Repairs page. Post and packaging costs are non-refundable unless items are faulty. Please obtain a proof of postage as we are not responsible for returned items which fail to reach us.

Please note the exceptions below to the standard refunds procedure where the items are likely to be non-returnable and non-refundable:

• Personalized items that are specially-made, ordered, or with your choice of material or other customized aspect.
• Any earrings which have been worn due to hygiene reasons.

If you buy jewellery from one of our stockists and you are not happy with the item, you must contact them to discuss their terms as the item was purchased from them and each business has its own policy on this matter.

You have a right to cancel your order from the time of placing the order up until 7 working days after receiving the goods. Please notify us in writing, preferably by email to info@katehh.co.uk, if cancelling before dispatch, or complete the returns form as specified above if you have already received the goods.

If you cancel your order before dispatch we will normally process your refund within 3 working days (7 working days at longest during busy periods). For orders cancelled after goods are received the refund will be processed in the same time period pending the return of the goods in the condition specified above.

If it is being returned for repair/exchange we will try and dispatch the replacement within our usual dispatch times, dating from the day we receive the returned item.

We will repair any jewellery that is faulty within 7 days of you receiving or buying it. Please complete and send our Returns Form to us. After this time if a piece of jewellery needs any repairs there will be a charge of £5.00 upwards. Please contact us and we will agree a price with you before we begin your repair.