QUESTIONS & ANSWERS

You asked, we answered! Find answers to the most common questions below.

Q1

Does the jewellery cause
alergies?

Does the jewellery cause alergies?

All EVOKE jewellery is nickel-free, as it is made of 925 sterling silver & 18kt yellow gold. If you are in doubt about what the silver contains search for '925 sterling silver composition' online.

Q2

When can I expect to receive a reply to my e-mail?

We always aim to provide the best customer service & strive to answer your e-mails as quickly as possible. You can expect to receive a reply within 1-2 working days.

Q3

Can I change my order once it has been placed?

Once your order has been processed, you can no longer change your order. If you discover a typo in your order, you must immediately contact customer service; include your order number in your email.

Q4

Can you shower or bathe with the jewellery on?

We recommend removing your jewellery before showering or bathing. This is because the vermeil coating will wear off if frequently exposed to water or too many chemicals.

Q5

How long is the exchange & return period?

You always have 30 days full right of exchange/return from the day you receive the delivery. For more information please visit the 'Exchange & Return Policy" section.

Q6

How long is the delivery
time?

How long is the delivery time?

We ship your order within 1-2 working days after the order has been processed. Afterwards it takes 1-7 business days for delivery within the EEA, EU & UK, depending on your chosen shipping method.

Q7

How can I track my
order?

How can I track my order?

You will automatically receive an email from us when we ship your package. You will then receive an email from the currier when they scan the package, which may take up to 24 hours.

Q8

What do I do if I think the item I purchased is faulty?

Simply email customer care and we’ll look into this for you. When you get in touch with us, please provide your order number & photographs of your item. Be aware that normal wear & tear will not be considered as faulty.

Q9

How do I clean my jewellery?

How do I clean my jewellery?

We recommend using a gentle polishing cloth on your gold vermeil pieces, ensuring it is clean and dry. Simply rub your piece in one direction, wiping away any dirt.

Q10

When will I receive my
refund?

When will I receive my refund?

It can take up to 5-10 business days for us to process your return. Once we’ve received & processed your return we’ll be in touch to let you know your refund is on its way. Please note, it can take up to 5-10 business days for us to process your return so please be patient!

Q11

How are duties and taxes
handled?

How are duties and taxes handled?

If your order is shipping to the UK we include all duties & taxes in the final price so you won’t have to pay for anything separately or on arrival. If you’re ordering to a EEA or EU country, you may have to pay taxes & duties upon delivery.

Q12

How long does 18-karat gold Vermeil last? 

A long time! As long as you're taking good care of it & storing it nicely, it should last for many years to come. There is no reason to think that just because it's layered in gold it won't last as long as other gold pieces.