Please Keep Me - I'm Your Step-By-Step Guide!

I'm really excited that you got in touch about this commission - thank you so much for reaching out!

During this process there are times when we'll need to go into a lot of detail so that we're sure I get this right for you! To make certain we're always on the same page while we work together, I've created a handy step-by-step guide for you to follow. I've also included some extra info which you might find helpful, along with an FAQ section at the end.

Step-By-Step Guide - How it works:


1) We spend some time discussing your idea: jewellery type, shape, pattern, size, stones (if you'd like a stone)... all the nitty gritty of what you want.

If you only have a vague idea or general feeling of what you'd like, that's great - any description, reference photos or pictures for inspiration would be really helpful to me!*

*Please note - I will never copy another Jeweller's work, though I am happy to draw inspiration from others (e.g., an idea, pattern, or general 'feel' of a piece).

2) We touch upon your budget for this project, as it will impact certain details - such as the size or stone (if applicable). Your budget will need to include p&p, which will also be discussed in this step (don't worry! I always send jewellery fully-tracked, so you know where it is at all times).

3) I put together some sketches for your commission, and will send them to you via e-mail, often with extra 'reference photos' to give you an idea of shape, size, or colour of stone (if applicable).

4) This step is all yours! Take your time to look over the designs I've sent you. Please feel free to make notes or changes/adjustments to send back to me - this whole process works better when YOU are happy with the result! Take as long as you need. We'll repeat steps 3&4 until you are satisfied with the design and ready to go ahead.

5) This is where we discuss the final price, and process a non-refundable 50% deposit before I start working on your piece - this goes toward the silver I need to order so I can create your jewellery! Full payment at this stage is also welcome.

6) I bring the final design into the workshop, and lovingly craft your Bespoke Jewellery item. If you are happy for me to, I send you photo updates via e-mail so you can watch your commission's progress and make any suggestions to me which you may wish to make (again, please feel free to - I'm only doing my job properly if you are happy with the end result!).

7) When your commission is complete, it's time for its 'Beauty Shots'. I send you all photographs of the finished article, and await your opinion! When you are happy and full payment has been processed, I'll send it to London Assay Office for Hallmarking. This should only take a couple of days, including its travel time there and back.


8) When the Hallmarking is complete and your piece is back with me, I'll dispatch your packet and send you an e-mail with your tracking number, so you can get to work on stalking the Postman. Your Bespoke Commission should reach you quickly and safely.

Extra Info
Commissioning a bespoke piece of jewellery can be a very personal experience, whether it's as simple as a gift for yourself, or as important as a special piece for your wedding day.

I'd love to work with you to bring your ideas to life, no matter what it is you have in mind. Pretty much any shape, design, or stone is welcome at my workbench. You may have a specific design in mind, or you may only have a vague idea of shape or colour - any details you can give are a great starting point! If you know what size or dimensions you'd like, or could give a description of what you have in mind or any pictures or colours you draw inspiration from - that would be really helpful.


I work with genuine gemstones, but some (like Diamonds or Sapphires, for example) are very costly! If you need to keep the cost down, SwarovskiTM have released a range of beautifully-cut crystals which look very close to the real thing, but at a fraction of the price. Please let me know if this is the route you'd like to take - I'm more than happy to help. Please note: I'll always disclose when a substitute is used.





I currently accept payment via PayPal and only. You don't need a PayPal account to pay this way - all you need is a current credit or debit card. Both options are secure, and everyone is protected.

When buying through this website's Shop, you'll go through PayPal.

When paying for a Bespoke Commission, I will send a PayPal Invoice your way via e-mail, but will sometimes accept for smaller commissions - we'll talk about which payment option works best before any money changes hands.

When paying with, make sure you tick the 'Paying for goods or a service?' box to be covered by Buyer Protection). Always look for the 'padlock' symbol at the start of the web address bar, so you know your connection is secure.



Postage & Tracking

I aim to dispatch your ready-to-send orders within 1-4 days.

Dispatch times for Bespoke Orders and Made-To-Order items will take longer:
~ Made-To-Order items will have the dispatch time-frame stated in the listing.
~ For Bespoke Orders, you will receive a dispatch time-frame when the final design is approved by you. Custom orders are usually shipped within 3 weeks, subject to your approval of photos of the finished article!

I send every packet via Special Delivery (next day guaranteed, within the UK) as standard. Tracked 24 with signature is also available, and you can choose this option at the checkout - it costs a little less, but Special Delivery is recommended for all jewellery.

I happily send overseas, always with tracking.

You will receive an e-mail with your tracking number once your order has been dispatched.

Always make double-sure that your address is correct before completing your purchase. Moss Root Jewellery can accept no responsibility for missing packages if the address supplied by the customer is incorrect.

Customs Charges

*PLEASE NOTE: CUSTOMS CHARGES are paid for by the customer / buyer. Please check your Country's customs regulations before purchasing from outside the UK.


Returns and Refunds


Sometimes mail takes the 'scenic route'. It's a rare occurrence, but can happen to anyone.

If your Standard order takes more than one calendar month to reach you and the tracking service is no help, I offer a choice of a refund or a replacement.

If your Bespoke order takes more than one calendar month to reach you after the dispatch date, and the tracking service is no help, I offer a choice of a refund, or a replacement of a ready-made piece of jewellery of the same or similar value to your order.

If for any reason you are unhappy with your order, please contact me as soon as you can, and I will endeavour to make things right.

Always make double-sure that your address is correct before completing your purchase. Moss Root Jewellery can accept no responsibility for missing packages if the address supplied by the customer is incorrect.



Is your jewellery Sterling Silver?

Yes, minimum. Each piece of jewellery sold on this website is hand-crafted in Sterling and Fine (pure) Silver, so the very minimum standard of silver in your jewellery is Sterling and hallmarked 925.

Moss Root Jewellery's pieces are tested and hallmarked at the London Assay Office, so you can be assured that the silver I use is of the highest quality.


Can I reserve an item in your shop?

Yes! Items can be reserved, but in order to secure your reservation a non-refundable 10% deposit will be required (which will be taken off your final payment).

What about lay-away (payment in installments)?

Lay-away can definitely be arranged. Just get in touch to discuss what you're able to pay, and how often. A non-refundable 10% deposit will be required to secure your purchase.