For any questions, queries or concerns about your order, Email us or check out our FAQs found below.

How long will it take to get my necklace?

All orders are shipped between 2-12 working days as each piece is handmade.

UK Deliveries:

UK orders are shipped with the Royal Mail Tracked 48 (Delivery aim: within 2 working days)

International Deliveries:

International orders are shipped with the Royal Mail Tracked + Signed For service which can take between 7-21 days to arrive (excluding delays).

For detailed updates/ information please visit our “Shipping Information” page.

Important Note: Due to the current pandemic, shipping times in all destinations may expect delays at this time.

I paid for ‘UK Next Working Day Delivery’ but I still haven’t received my parcel?

If your order contained a PRE ORDER item, your order will be dispatched with the next (working) day delivery service once our stock arrives. All PRE ORDER items are highlighted as Pre Order items in their title and descriptions. Restock dates can be found in the product description of the item. 

If your order did not contain a PRE ORDER item, please contact us via email at byencee@mail.com/ using the contact form on our website/ via Instagram @byencee.

My order still hasn’t been shipped, why is this?

Please allow upto 10 working days for an order to be created. If it takes longer than this, it is likely your order is a PRE-ORDER or our guidelines for personalisation have not been followed. Please see our product descriptions for our guidelines for each product.

In the instance an item is ordered that is incorrect and does not meet our guidelines, we will contact you via email or text. Please check your spam inbox as our email may end up there. The shipping time for incorrect items restarts from the moment the changes were made and our team confirm this. 

Please note that for reshipment, the same time frame can apply. 

What material is the necklace?

Our custom made necklaces are 24K Gold Filled: Thick layer of solid gold coated over stainless steel.

Our other necklaces are mainly Stainless steel with a double 24K gold plating.

Customer Care:

Please see our “Jewellery Care” page for more information.

Customer Returns:

BYENCEE has a no refund/ cancellation policy. After a piece has been ordered, the creation process has already begun.

This policy is offered in addition to your legal rights.

For name necklaces, please be aware they are cursive and so they can only be made a specific way. If you are in doubt about how your necklace will look, please contact us before placing your order.

If you have any concerns about your necklace please email us at byencee@mail.com and the designer will fulfill your concerns.

**All items are created by hand and so each item differs from one another. For cuffs this means writing may be marginally off centred. Each of our products undergo checking to ascertain if they are to a good standard but sometimes mistakes do occur. Please contact within 48 hours of delivery if there is a problem with your item.

How much does shipping cost?

 Shipping within the UK is £2. International shipping costs £7.15. For more shipping information, see our shipping updates page.

How can i track my package/s?

Once your order has been shipped, you will receive a confirmation email with a tracking code. 

What if i put in my wrong address?

Use our Contact Us page to inform us of the correct address as soon as possible.

We cannot be held liable for undelivered/ misplaced packages due to incorrect/ incomplete shipping addresses.

What if my package is lost?

Our packages are sent using tracked shipping and will receive your tracking code via email which you can use to contact the courier.

What if my package was returned to the sender?

If your package is returned to us for any reason, you will be responsible for the package to be sent again. We will email you an invoice for the price of the return shipping label. Please check all addresses before submitting your order. 

***In the instance where an incorrect or insufficient address is provided by the customer, the customer is liable for a shipping fee to resend the parcel. In the case you do not want your parcel sent back, we charge a restocking fee for our materials used of £5 per item as well as the cost of our postage and shipping materials. This will be deducted from your refund. The restock fee does not include VAT and so is subject to an additional 20%. For items such as sets containing 2 personalised items the restock fee is applicable per item. Custom Script Name Necklaces and Custom Arabic Name Necklaces are not eligible for refund. Additional shipping costs such as next day delivery or international delivery are not eligible for refund.

My order got charged at customs what shall i do?

BYENCEE is not responsible for any customs fees on orders. Please check before you place your order whether your country has customs for imports from the UK.

What if my jewellery breaks?

If your BYENCEE jewellery is damaged upon arrival due to a defective piece/ damaged during shipment, please email us within 48 hours of delivery with photo evidence in order for us. We will repair / replace the item at the discretion of the customer service team. However, after 48 hours we are no longer liable for any breakage caused by the customer. 

If an item is to be returned for an amendment at the discretion of our customer service team, it must be shipped back within 14 days from delivery to be eligible for a refund/replacement.

Why is the letter of my wire necklace a different case?

Note: The first letter in our necklaces uses certain characters in uppercase and others in lowercase. This ensures that the necklace itself can flow as one.

However, If you require the letter to be in a specific case, please leave us an email or a DM before placing your order, otherwise we will choose the case we think would work best.

* A name cannot be made ALL uppercase

Why is the name in my wire name necklace smaller/ bigger than I imagined?

Sizes of names may vary throughout each order as each order is handmade. For names over 4 letters, we tend to create them in dainty sizes while names under 4 letters may be made slightly larger.

If you want the name to be specifically dainty/ slightly larger, please contact us before placing an order. Otherwise, our designer will choose what they think is best.

 What if the item does not fit? Or the item size is smaller/bigger than imagined?

Most items state specific measurements in the product description. If you are unsure of sizing/dimensions, please contact our team to help you work out what is best for you. Changing your size after delivery may result in a fee and is at the discretion of our customer service team.