Find answers to some of the most frequently asked questions about Empress Kythene creations, orders, delivery and services.

 

If you require further assistance, our Client Services team will be pleased to help.

 

Orders & Payment

 

How do I place an order?

 

Select your preferred creation, choose any available size or options, and proceed to checkout.

 

You will receive an order confirmation by email once your order has been successfully submitted.

 

How will I know if my order has been accepted?

 

After placing your order, you will receive an acknowledgement confirming that we have received it.

 

Your order is considered accepted once you receive an Order Confirmation from Empress Kythene.

 

What payment methods do you accept?

 

Available payment methods will be displayed during checkout and may vary depending on your country and currency.

 

Can I modify or cancel my order?

 

If you wish to modify or cancel an order, please contact Client Services as soon as possible.

 

We will make reasonable efforts to assist you, although changes or cancellations may no longer be possible once an order has entered production, personalisation or dispatch.

 

Different conditions may apply to bespoke or personalised creations.

 

Shipping & Delivery

 

Where does Empress Kythene deliver?

 

We deliver to selected destinations internationally.

 

Available delivery countries will be displayed when selecting your destination or during checkout.

 

If your country is not currently available, please contact Client Services.

 

How long will my order take to arrive?

 

Delivery timing depends on the creation and destination.

 

Ready-to-ship creations are prepared for dispatch once payment and any required verification have been completed.

 

Made-to-order or specially prepared creations may require additional production time.

 

Your estimated delivery timeframe will be displayed during checkout or communicated in your order confirmation.

 

How can I track my order?

 

Once your order has been dispatched, you will receive a shipping confirmation containing your tracking information.

 

You may also use our Track Your Order page by entering your order number and the email address associated with your purchase.

 

Will I need to pay duties or taxes when my order arrives?

 

For destinations where Delivered Duty Paid (DDP) service is available, applicable customs duties and import taxes are calculated and collected as part of your purchase.

 

Under normal circumstances, no additional payment for duties or import taxes should therefore be required upon delivery.

 

Please refer to our Shipping & Delivery page for further information.

 

Is a signature required for delivery?

 

Because of the nature and value of our creations, a signature, proof of identity or other delivery verification may be required.

 

We recommend ensuring that you or an authorised recipient is available at the delivery address.

 

Returns & Exchanges

 

Can I return my order?

 

Eligible creations may be returned within 14 calendar days from the date of delivery, provided that they meet the conditions described in our Returns & Exchanges policy.

 

Returned creations must generally be unworn, unused, unaltered and returned with their original packaging and accompanying documentation.

 

How do I request a return?

 

Select Request a Return from our Returns & Exchanges page and follow the instructions provided.

 

Once your request has been reviewed and approved, our Client Services team will provide the necessary instructions and arrange secure return collection where applicable.

 

For security and insurance purposes, please do not send jewellery using your own courier unless specifically authorised by Empress Kythene.

 

Can personalised or bespoke creations be returned?

 

Personalised, engraved, bespoke or specially customised creations cannot normally be returned or exchanged due to a change of mind.

 

This does not affect your rights where a creation is defective, damaged, incorrect or materially different from the agreed specifications.

 

Can I exchange my creation?

 

Eligible creations may be exchanged subject to availability and inspection.

 

A different standard size or available variation of the same creation at the same retail price may be replaced directly.

 

If you would like to select a different creation, the original purchase will generally be processed as a return and refund, and the new creation will be placed as a separate order.

 

When will I receive my refund?

 

Once your returned creation has been received and successfully inspected, we aim to process an approved refund within 10 business days.

 

Your bank or payment provider may require additional time for the refund to appear in your account.

 

Our Creations

 

Are Empress Kythene creations made from real gold and gemstones?

 

The materials used in each creation are described on the individual product page.

 

Our fine-jewellery creations may include precious metals, natural diamonds and gemstones according to the specifications of each design.

 

Are natural variations in gemstones normal?

 

Yes.

 

Natural diamonds and gemstones may display individual characteristics, including subtle variations in colour, tone, inclusions and appearance.

 

These characteristics are part of the unique nature of precious stones and do not necessarily constitute a defect.

 

Will my creation look exactly like the photograph online?

 

We take great care to represent our creations accurately.

 

However, slight differences may occur due to lighting, photography, screen settings and the natural characteristics of precious materials.

 

Authenticity & Warranty

 

How can I be certain that my Empress Kythene creation is authentic?

 

Empress Kythene guarantees the authenticity of creations purchased directly through our authorised sales channels.

 

Where applicable, your creation may be accompanied by authenticity, gemstone, warranty or other relevant documentation.

 

We recommend retaining all documentation supplied with your purchase.

 

Does my creation include a warranty?

 

Where a creation is covered by an Empress Kythene warranty, the applicable warranty conditions will be supplied with the creation or made available at the time of purchase.

 

Warranty coverage does not generally extend to normal wear and tear, accidental damage, improper care or unauthorised repairs or alterations.

 

Your mandatory consumer rights remain unaffected.

 

Care & Services

 

How should I care for my jewellery?

 

We recommend protecting your creation from unnecessary impact, chemicals, perfumes, cosmetics and abrasive materials.

 

When not being worn, jewellery should preferably be stored separately in its original case or a soft jewellery box.

 

Detailed guidance is available on our Care & Services page.

 

Can Empress Kythene repair or service my jewellery?

 

Depending on the creation and its condition, professional cleaning, inspection, repair, resizing and other after-sales services may be available.

 

Please contact Client Services so that we can assess your creation and advise you of the appropriate service.

 

Can my ring be resized?

 

Certain rings may be resized depending on their design, gemstone setting and technical construction.

 

Not every creation can be altered without affecting its proportions or integrity.

 

Please contact Client Services for advice regarding a particular piece.

 

Sizing

 

How do I find my ring or bracelet size?

 

Our Size Guide provides instructions for measuring your finger or wrist and selecting the appropriate size.

 

Sizing recommendations may also be provided on individual product pages.

 

What if I am between two sizes?

 

Where no creation-specific recommendation is provided, we generally suggest selecting the larger size.

 

Many Empress Kythene necklaces and bracelets are designed with multiple adjustment points, typically offering up to three wearing lengths, to provide greater flexibility and comfort.

 

If the available adjustable lengths still do not provide the fit you are looking for, please contact our Client Services team. We will be pleased to advise whether an alternative size or adjustment may be possible for the creation you have selected.

 

Gifts

 

Can I send an order as a gift?

 

Yes. You may have an eligible creation delivered to another recipient by providing the appropriate delivery details during checkout.

 

Can a gift recipient exchange a creation?

 

A gift recipient may be able to exchange an eligible creation provided that it satisfies our Returns & Exchanges conditions.

 

Any monetary refund will normally be issued to the original purchaser and original payment method.

 

My Account

 

Do I need an account to place an order?

 

Where guest checkout is available, you may place an order without creating an account.

 

Creating an account can make it easier to view previous orders, manage your details and access order information.

 

I have forgotten my password. What should I do?

 

Follow the sign-in instructions provided on the website. Depending on the account system in use, you may be sent a secure verification code or password-reset instructions to your registered email address.

 

Privacy

 

How does Empress Kythene use my personal information?

 

Information about how we collect, use and protect personal information is available in our Privacy Policy.

 

Information about cookies and similar technologies is available in our Cookie Policy.

 

Still Need Assistance?

 

Our Client Services team will be pleased to assist with any question regarding an Empress Kythene creation, order or service.

 

Email: clientservices@empresskythene.com

 

You may also contact us through our Contact Us page.