FAQS
FAQs
How do I track my order?
Once your order has been processed and dispatched, you will receive a shipping confirmation email with your tracking information.
For UK deliveries, our courier partners are usually Royal Mail or Evri.
Where do you ship to?
We ship worldwide.
How much is delivery?
Delivery is always free, with no minimum order value.
How long will my order take?
Your order time is made up of two stages: processing time and delivery time.
Processing Time
This is the time it takes for your order to be picked, packed and prepared for shipment. This usually takes 1–7 working days.
Delivery Time
This is the time it takes for your order to arrive once it has been dispatched.
UK & USA: 5–15 working days from dispatch
Rest of the World: 10–25 working days from dispatch, depending on the destination country
Most orders arrive well within the estimated delivery window, often towards the shorter end of the scale. However, occasional delays can happen due to courier networks, customs, busy seasonal periods or circumstances outside of our control, so delivery times are estimates and cannot be guaranteed.
Where does Thorne & Rae source its jewellery from?
At Thorne & Rae, we carefully curate our jewellery collection from a trusted network of suppliers and manufacturers around the world.
Some items may be shipped directly from our international supplier partners or fulfilment centres. This allows us to offer a wider range of affordable, on-trend jewellery while keeping delivery free worldwide.
I haven’t received all of my items — is this normal?
Yes, this can happen.
Some items may be shipped separately at no additional cost to you, so please don’t worry if your order arrives in more than one package or at slightly different times.
This is usually because items are fulfilled by different supplier partners or sent from different fulfilment centres.
How do I contact you?
You can contact us by emailing:
We aim to respond to all customer enquiries within 2 working days.
Can I cancel my order?
Unfortunately, once an order has been placed, we are unable to amend or cancel it.
Please double-check your order details, including your delivery address, before completing your purchase.
You can, of course, return your item to us once you have received it, provided it meets the terms of our returns policy.
Do you have a jewellery care guide?
Yes. Please see our Jewellery Care page for more information on how to look after your pieces.
What is your returns and refund policy?
Please see our Refunds & Returns page for full details.