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 2-10 working days as each piece is handmade.

UK Deliveries:

UK orders are shipped with the Royal Mail First Class Signed For service (Delivery aim: 1 working day- Not guaranteed).

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).

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

What material is the necklace?

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

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.

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?

Free shipping within the UK. 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 £4 as well as the cost of our postage . This will be deducted from your refund. Additional shipping costs such as next day delivery or international delivery are not eligible for refund

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 to send you a brand new piece. However, after 48 hours we are no longer liable for any breakage caused by the customer. 

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.