Frequently Asked Questions

Pre-Orders & Made-to-Order Pieces

Can I pre-order sold-out items?

Yes! All sold-out pieces are available for pre-order. Each item is handcrafted to order, making your piece uniquely yours with the character of one-of-a-kind jewellery.

How long does it take to receive a pre-ordered item?

Pre-ordered pieces are created and delivered with our next quarterly collection release, typically within 3 months of your order date. You'll receive updates throughout the creation process.

Why do pre-orders take 3 months?

At Iris By Hazel, we believe in quality over speed. Each piece is handcrafted with care using carefully selected materials. Our quarterly collection cycle ensures every item meets our standards of understated luxury.

Will my pre-ordered piece look exactly like the photos?

Because we use natural stones and handcrafted techniques, each piece has unique variations in colour, pattern, and character. This makes your jewellery truly one-of-a-kind. Any significant variations will be communicated before shipping.

Shipping & Delivery

Do you ship internationally?

Yes! We ship to the United Kingdom, United States, and Canada.

What are your shipping rates?

• UK: Free standard shipping on orders over £22 and for pre-ordered pieces, a £10 fee is added.
• US & Canada: £22 for tracked international delivery

How long does shipping take?

• UK: 3-5 business days
• US & Canada: 7-14 business days (may vary depending on customs processing)

Who pays for customs duties and taxes on international orders?

For international orders, customers are responsible for any customs duties, import taxes, or fees charged by their country. These fees are not included in our shipping cost and are paid directly to customs upon delivery.

Product Care & Quality

How do I care for my jewellery?

Please refer to our Jewellery Care Guide for detailed care instructions to keep your pieces looking beautiful.

What materials do you use?

We use a carefully curated selection of materials including semi-precious natural stones (Aventurine, Malachite, Amethyst, Obsidian), vintage-finished alloys, glass crystals, and quality hardware. Each product page lists the specific materials used.