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CUSTOMER SERVICE

We offer excellence to our customers. Our customer service team is always happy to help and assist you about your experience at OSYLIA. You can find information below about the jewellery care and your shopping process, alternatively if you would like to get in touch with our team, please click here.

Jewellery Care: Great care has been taken in creating your jewellery. To protect it and contribute to its longevity, there are a few tips to follow:

– Store your jewellery separately and in its original packaging as metals and stones can scratch when they come into contact with each other.

– Do not let your jewellery come into contact with household detergents or other chemical products and take care when spraying perfume.

– Polish your jewellery frequently with a soft cloth to maintain its original, lustrous finish.

– Remove jewellery before washing hands, swimming, and/or applying products (e.g., perfume, hairspray, soap, or lotion), as this could harm the metal and reduce the life of the plating, as well as cause discoloration and loss of crystal brilliance.

– Put on jewellery last when dressing and take off first when undressing.

– Avoid contact with water.

– Avoid hard contact (i.e., knocking against objects) that can scratch or chip the crystal.

Silver jewellery: Although, our silver jewellery is coated with an anti-tarnish solution, once exposed to the atmosphere it may tarnish. To restore the original brilliance of the surface, we recommend using a non-abrasive silver polishing cloth.

Gold jewellery: To preserve the shine of gold jewellery, use a non-abrasive gold polishing cloth. White gold can be cleaned in the same way as yellow gold. Since white gold is not truly a white metal it is possible that in years to come the item, in particular the rings shank may take on a dulled tone. When this occurs the ring can simply be re-rhodium plated and it will look brand new.

Swarovski: Swarovski crystal is a delicate material that must be handled with special care. To ensure that your Swarovski product remains in the best possible condition over an extended period of time, please observe the advice below to avoid damage.

Returns Policy: If you are not happy with your jewellery, contact us at  info@osylia.com within 14 days of receiving your delivery and we will email you a return slip. We will be happy to issue a refund for products returned within 14 days upon the receipt of the email. Returns on goods outside of the above timeframes will not be accepted and the product will be returned to the customer. Parcels sent without the issued return slip will not be processed for a refund. Items must be returned as new – unworn and in the original packaging. We are unable to accept returns on jewellery, which is not in perfect condition. Regrettably we are unable to issue a refund for earrings. This is due to hygiene reasons and does not affect your statutory rights. Customers are responsible for handling the delivery charges on returned products. We accept no liability for the safe delivery of the parcel. We highly recommend the use of tracked and insured parcel delivery services. The delivery charges for the original order will not be refunded.

Refunds will always be processed by the same method as that of the initial payment.

Send your return parcel to: Osylia Ltd, 64 Fermain Court West, N1 5TB, London.

Faulty Returns: We take great care in sourcing and selecting our jewellery. We therefore take quality very seriously and would be very disappointed if you received a faulty item.
If the item you received was faulty on delivery we ask that you notify us within 48 hours of receipt.
Please contact us with details of the issue by emailing info@osylia.com for further details before sending your parcel back to us. We will then issue you with a faulty item authorization code to include on your returns slip.
When we receive the faulty item we will carry out a full inspection. Where the fault is considered genuine we will of course offer a replacement if possible or a full refund including your delivery and returns postage.
For any further assistance contact us using the contact page provided.

Repairs: On the rare occasion that pieces made by Osylia requires repair, Osylia will return the repaired jewellery as quickly as possible. After receiving the jewellery, we would love to contact you with a quote for the work required.
Some of our most common repair services include replating of our gold plated items, replacement of broken chains and replacing a lost single earring.
We can clean, polish and check any jewellery for damage such as accidentally knocked Swarovski and loose settings.
If you have any repair related questions please contact by e-mail.

Feedback: We would love to have your feedback on any aspect of our site and service. Please send us an email at info@osylia.com

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