Frequently Asked Questions


General

Where are you based?

We are based in London, UK.

 

Payments Policy

What is your Payments Policy?

At Mother and Daughter we accept all major credit cards, as well as bank transfers and payments made through PayPal. Payment must be made in full before shipment.

PayPal Verified

In order to place a payment, simply click on the "Checkout" or the "Check out with PayPal" button on our website. You will be automatically directed to the selected secure payment-processing website, where you will have the option to pay with either your credit card or through your PayPal account.

Our payment system has 128 bit encryption and secure servers which enables you to make your payment with complete confidence.

Your credit card information is not processed through or stored on Mother and Daughter servers, and no information is ever released to a third party.

How can I find my purchase on my credit card statement?

Your purchase will be recorded in your statement under the name “M&D Trading”

What payment methods are available on your website?

We accept all major credit cards and payments made through PayPal. You can see the complete list of payment methods on our payment page, after clicking on the "Checkout" or the "Check out with PayPal" and are directed to the selected secure payment-processing website.

What should I do if I receive a ‘payment didn’t go through’ message?

If you receive a message that your payment did not go through, please check your billing information and make sure it is accurate. If all details are correct, please try to pay via PayPal. You don’t have to be a registered member of PayPal to use their services. You can also use a different credit card or trying again a few hours later to proceed with the payment process.

I have a PayPal account but I cannot complete the payment.

If for some reason you cannot complete your payment using PayPal, please contact us with your order details. We will send you an e-mail with a PayPal Payment Request in order to complete your payment.

 

Placing and changing orders

How do I place an order?

Placing an order is easy. When you find an item of jewellery that you like click on the Add to Cart' button with your mouse to place it into your shopping cart. You can choose to 'Continue Shopping', change quantities and 'Update' your cart, 'Checkout' or 'Check out with PayPal'.

Simply click on the "Checkout" or the "Check out with PayPal" button on our website and you will be redirected automatically to the selected secure payment-processing website, where you will have the option to pay with either your credit card or through your PayPal account.

Our payment system has 128 bit encryption and secure servers which enables you to make your payment with complete confidence.

Your credit card information is not processed through or stored on Mother and Daughter servers, and no information is ever released to a third party.

If you have any doubts please feel free to Email us with any questions.

I have a special request for my necklace, what should I do?

Before placing your order please contact our Customer Care centre on Customercare@motheranddaughterjewellery.co.uk to discuss what you need and how we can help you.

How do I change an order after it has been placed?

We begin working on your jewellery immediately after your order is placed. If you want to change an order please email us immediately on Customercare@motheranddaughterjewellery.co.uk. If you product has not left our warehouse we should be able to change it before it goes out, otherwise you will need to follow the Returns procedure and place a new order.

How can I cancel an order?

We begin working on your jewellery immediately after your order is placed. If you want to cancel an order please email us immediately on Customercare@motheranddaughterjewellery.co.uk. If your product has not left our warehouse we should be able to cancel it before it goes out, otherwise you will need to follow the Returns procedure and request a refund.

Why didn't I get order and shipping confirmation emails?

After placing an order you will receive an “Order Confirmation” email with all your order details. We ask you to review your items and shipment address. Therefore, it is important to provide us with a valid email address.

If you didn’t receive a confirmation email, please check your junk mail or spam box.

To ensure that our emails do not go to your spam/junk folder, add Sales@motheranddaughterjewellery.co.uk to your email address list.

What is the status of my order?

You can track your order at any time by going to 'Customer Care' in the to menu and selecting 'Track your order'. You can find out your Order Status here:

Our Products

What chain or cord length comes with my necklace or bracelet?

Almost all of our gold necklaces are extendable to ensure many years of enjoyment, with sizes available for all ages, whether you are 5 or 105! Please check the detailed description of the piece you are interested in for full sizing details as some pieces are designed for a younger age group (eg. “Daughter” items), others for and order age group (eg. “Mother” items), where others you can choose the size of chain. In general, our chain options are as follows:

  • For young adults and adults: Extendable 40 -45cm (approx. 16 inch -18 inch) 18k solid gold necklace suitable for mid teens and beyond.
  • For young children to mid teens: Extendable 35 -40cm (approx. 14 - 16 inch) 18k solid gold necklace.

Please see our ‘Product Sizes and Care’ section to help you choose the right length for you.

Is your jewellery made with real precious metals and stones?

Yes, all our precious metals are purchased from certified vendors and are marked for authenticity. All our gold used in our products is 18k. All gold and precious stones used are purchased from certified vendors.

Do you offer gift packaging?

Yes, Mother and Daughter ships our jewellery in beautiful gift packaging at no extra cost! Each item of jewellery will come in its own jewellery box tied with a ribbon, all placed within a high quality gift bag.

Still need help? Please feel free to contact us

If you have any further queries please contact us on Customercare@motheranddaughterjewellery.co.uk.