FAQs

Are your pieces genuine?

At COVE, we take counterfeiting seriously. Every piece in our collection is carefully sourced, authenticated, and, where necessary, restored by experts. Each one also comes with a lifetime authenticity guarantee.

We stand firmly against the trade in counterfeit goods and support efforts to protect intellectual property, uphold brand integrity, and ensure consumer confidence. We collaborate only with trusted sellers and suppliers, and we maintain strict quality control processes.

If you suspect a product sold under our name is counterfeit, please contact our customer team at customerservice@covevintage.com. COVE stands with leading UK organisations in the fight against fake and unauthorised goods.

How do I care for my jewellery?
Avoid exposure to water, perfume, and harsh chemicals. Store your jewellery in its COVE box and pouch to preserve the finish. Gently clean with a soft, dry cloth.

Do you offer repairs or replating?
We will always try. Email contact@covevintage.com with what you’d like to have restored and we’ll advise on what’s possible.

At COVE, we believe in maintaining what already exists to avoid unnecessary production. Wherever we can, we’ll help you make your jewellery last.

What does "Stamped 925" mean?
Many vintage and international pieces are stamped “925” to indicate they are made of sterling silver (92.5% pure silver). Outside the UK, official hallmarking isn’t always required, so these marks are commonly used to denote silver content.

In the UK, however, precious metals must be officially hallmarked by a UK Assay Office to be legally described as sterling silver.

At COVE, if a piece is not hallmarked, we’ll describe it as “Stamped 925” to reflect the marking visible on the piece.

We believe in full transparency, so you’ll always find any stamps or markings clearly noted in each listing.

Where is my order?
Once your order has shipped, you’ll receive a tracking link via email. You can also check your order status through your Shop Pay account if you opted in at checkout.

How long will my order take to ship?
We aim to dispatch all orders within 1–2 working days. Once dispatched, Royal Mail delivery estimates are:

• UK: 1–3 working days

• EU: 5–7 working days

• USA: 7–10 working days

• Australia: 7–12 working days

For all other countries, please refer to Royal Mail’s international delivery timelines for the most accurate estimates.

Please note: delays may occur during public holidays or customs processing.

Can I change the contents of my order?
If you need to make changes, email us at customerservice@covevintage.com within one hour of placing your order. We’ll do our best to accommodate, but once it’s packed, it’s out of our hands.

What if my order is lost or stolen?
Royal Mail provides compensation for lost or stolen parcels up to a certain value. If your item hasn’t arrived within 10 working days (UK) or 20 working days (international), email us with your order number and we’ll investigate. Rest assured, we’ll do right by you.

Can I cancel my order?
You may cancel your order within one hour of placing it by emailing customerservice@covevintage.com. After that, it may already be on its way.

What payment methods do you accept?
Through Shop Pay, we accept:

• Visa

• Mastercard

• American Express

• Apple Pay

• Google Pay

• PayPal

Is my payment information secure?
Absolutely. Payments are processed through Shopify’s secure gateway with end-to-end encryption. COVE never sees or stores your card details.

Can I pay in instalments?
Currently, we don’t offer instalment payments. However, if you check out via PayPal, they may offer 'Pay in 3' depending on your eligibility.

I’m having trouble with my payment, what should I do?
Please contact your bank or card provider directly, they’ll be best placed to assist with payment issues.

Do you offer international shipping?
Yes, we ship worldwide using Royal Mail’s tracked services. Estimated delivery times are:

• UK: 1–3 working days

• EU: 5–7 working days

• USA: 7–10 working days

• Australia: 7–12 working days

For other countries, we recommend checking Royal Mail’s website for up-to-date delivery estimates.

You’ll receive a tracking link once your order has been dispatched.

How can I track my order?
You’ll receive a tracking link via email once your order has shipped. If you used Shop Pay at checkout, you can also track your order through your Shop app or confirmation page.

What are the shipping charges?
UK shipping is free on all orders. International shipping costs vary depending on your destination and will be shown at checkout before payment.

What if I’m not home to receive my order?
If no one’s home, Royal Mail will leave a ‘Something for you’ card and either attempt redelivery or take the parcel to your local delivery office. For high-value orders, a signature may be required.

Where do you ship from?
All orders are shipped from the UK.

What is your return policy?
Changed your mind? No problem, our 30-day return policy makes it easy. UK returns are free, we’ll cover return postage unless you're outside the UK or the item was misused. Earrings for pierced ears are non-returnable due to hygiene reasons.

How can I initiate a return?
Email customerservice@covevintage.com with your order number and reason for return. We’ll send you full instructions from there.

Will I be charged for returning a product?
All UK returns are free. International returns are the buyer’s responsibility, unless the item is faulty or incorrect. For international customers, we recommend using a tracked service and keeping proof of postage.

How long does it take to process a return?
Returns are processed within 3–5 working days of receiving the item. Refunds will be issued to your original payment method. Please note that original delivery charges (if applicable) are non-refundable.

Can I exchange my item?
We do not currently offer exchanges. If you’d like something else, return your item for a refund and place a new order.