FAQ 'S

How do I view/track my order?

Sign in to your account to see your order information or refer to your despatch email, alternatively contact us for more information via our contact us page or email in at info@houseofava.co.uk.

Can I amend my order once it has been placed?

Orders are processed and prepared for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy. However, if we have not yet despatched your order and we receive your email in our returns@houseofava.co.uk inbox, we will process your amendments accordingly.

Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.

How long will I have to wait for my delivery?

We will endeavour to get your parcel to you as soon as possible, though this is also dependent on the mode of delivery you choose. For full delivery details click here

How do I get my jewellery repaired?

A free 12 month guarantee is given which each of our pieces, which commences from the date of purchase. Standard repairs usually take between 2-3 weeks, please email in to us at repairs@houseofava.co.uk with more information of the issue for our expert staff to be able to give you a free estimate (if it is over the 12 month guarantee) and time frame of the repair.

Can I return my purchase?

Yes, although if there is any way in which we can help before you do, please do let us know. We offer a 14 day return period for unworn purchases (excluding pierced jewellery) which are in their original condition and packaging. We will refund the credit to the account used in the original sales transaction. Please see our Terms of Sale for full terms of our policy.
A Return Authorisation (RA) number must be requested from House of Ava; returns@houseofava.uk within 14 days of receiving your jewellery, and we must then receive your jewellery back within 7 days.

For full details on how to return your purchase click here.

You may also exchange your item for another by returning your item the usual way and sending an email to info@houseofava.co.uk with your order number and state the item you would like to exchange.

How do I exchange my item?

Exchange your item for another by sending an email to info@houseofava.co.uk with your order number and state the item you would like to exchange and the item you would like. Once this has been authorised we will request that you send the item back by returning it the usual way, once we receive it we will let you know and send out your preferred item.

Please see our care information before you return your item here.

What payment methods do you accept?

Our secure payment system is powered by WorldPay. We accept the following cards online: Mastercard, Visa, Maestro, JCB.

You can also checkout using all or part of your House of Ava gift voucher or checkout via PayPal.

How do I find out my ring size?

We have created an easy way to find out your ring size in the comfort of your own home. To find out more about finding your ring size click here.

Do you offer an engraving service?

Yes, we offer an engraving service on a selection of our fine jewellery and 925 sterling silver pieces.

Please refer to our engraving page for more information.

Do you offer a bespoke service?

Yes. Our bespoke service allows you to dream and co-create a bespoke piece of jewellery to add to your collection. One of our designers will work with you to turn your unique idea into a timeless piece tailored to your budget and requirements.

Please fill out our form to provide our expert staff with more information and they will get back to you as soon as possible.

What is the best way to clean and look after my jewellery or watch?

You should regularly inspect your items for any missing or broken claws or stones and regularly send your pieces in to be polished and checked. Our experts are always happy to advise you on the best way to look after your items. Remember chemicals such as detergents, perfume and hairsprays can tarnish your jewellery and watches. Also that your precious items should be stored in a box, where items will not knock or scratch each other.

Vermeil on Sterling Silver can fade after time, so in order to keep your plated jewellery looking it's best, we offer a replating service at the following charges:

  • £10 for small items (Rings, small earrings and pendants)
  • £20 for larger items (Necklaces, bracelets)
  • £35 for Cuffs and larger necklaces
  • £50 for diamond pavé jewellery

We guarantee the plating of all of our vermeil products to last for 1 year, so if your items needs replating before this 1 year period, we will replate your item for free.

For more information please refer to our care guide.

Can I order from overseas?

Yes. Please see our Delivery Policy for more information.

How do I use a media/promo code?

From time to time we may offer promotional media codes, either on our own website or through our selected partners. Enter your personal code in at the initial stage of checking out; Shopping bag and click on the 'apply coupon code' button.

Who can I contact if I have a problem?

Please feel free to contact our Customer Services Team online at info@houseofava.co.uk. Opening hours: 9am - 6pm Monday to Friday & 9am - 3pm Saturday. Closed on Bank Holidays.

Why should I create a House of Ava account?

By creating an account with House of Ava, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your wish list, view orders in your account and more.

What do I do if I forget the password to My Account?

If you forget your password, simply click on the 'Forgotten Password' button on the log in screen within 'My Account', and you will receive an email re-setting your password to a new one. If you are having problems logging on then please contact our team at info@houseofava.co.uk.

How do I view my Order History?

To view your Order History log on to 'My Account'. If you have not registered an account with us, you can do so here to record your future orders.

Are the photographs of the products their actual size?

The size of photographs varies depending on the monitor/screen which the website is displayed on, therefore the size is unlikely to be an exact reflection. The zoom functionality for the photographs of the product on the website are not their actual size. We do, however, provide meticulous measurements and endeavour to show each piece worn by a model.

Is VAT charged online?

VAT is charged at 20% for all UK orders and is included in the retail price at the checkout. VAT is removed on all international orders.

Is personal information kept securely and private?

We are committed to ensuring that your information is secure and is kept confidently. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We fully comply with the UK Data Protection Act 1998.

Please refer to our Privacy Policy for more information.

What are the twelve birthstones?

  • January : Garnet
  • February : Amethyst
  • March : Aquamarine
  • April : Diamond
  • May : Emerald
  • June : Pearl & Moonstone
  • July : Ruby
  • August : Peridot
  • September : Sapphire
  • October : Opal & Tourmaline
  • November : Topaz & Citrine
  • December : Turquoise