FAQ

We've tried to answer the most common questions below. If your question isn't here please email hello@otiumberg.com and we'll aim to respond within 24 hours.

When will my order arrive?

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If you have placed an order to the UK please note that standard delivery should take 2-3 business days (excluding weekends and national holidays). Please note custom or engraved pieces require more time.

Once it is ready to ship out, you will receive an email notification with all of your tracking and shipping info.

For International orders we use FedEx and delivery time may vary depending on the destination. Please refer here for more info.

Any further enquiries, please email hello@otiumberg.com.

How do I track my order?

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We provide tracking numbers once your order has been dispatched which is included in your shipment confirmation email.

All mainland UK deliveries are sent via DPD and you will receive a notification on the day of delivery via text or e-mail. International deliveries are made via FedEx. Tracking numbers can be entered into the relevant tracking page below:

UK - DPD

InternationalFedEx

If you are unable to locate this dispatch email, please reach out to the team on

hello@otiumberg.com stating your order number.

Can I get same day delivery?

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Yes. We offer same day delivery within London via a bike courier service charged at £15.

Please place the order before 11am to ensure delivery is completed that day. Alternatively, you are welcome to stop by our studio in W2, London to collect your order. Please email hello@otiumberg.com.

Do you require signature upon delivery?

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We care about our jewellery and want to ensure it is delivered safely. This is why we reserve the right to require signature upon delivery.

What payment methods do you accept?

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We accept Visa, PayPal, MasterCard, Masetro, American Express and Apple Pay.

Do you offer gift wrapping?

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Our gift-wrap service is available at check out for £5. The order will arrive beautifully gift-wrapped in our signature pink Otiumberg box with a hand written note.

Find out more here.

How much is UK shipping?

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Free UK delivery on all orders over £100.

UK Orders under £100 is £4.95

Do you ship internationally & how much is it?

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We ship internationally with FedEx. We offer free US shipping on orders over $150.

Please note that once your order arrives in the country of destination, local guidelines apply and your order may be subject to country taxes and local duties. These taxes and duties are not included in your purchase price and are the responsibility of the customer. Please refer to your local FedEx or postal office for rates.

Please see below for international shipping costs and estimated delivery times.

What VAT is charged?

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Where you have requested delivery to a UK or EU address, the price paid for the Product will include UK VAT where applicable.

VAT isn’t charged for goods and services delivered outside the EU, but we maintain one price for each item on our website.

Free shipping to the US on all orders over $150

What do I do if my order is lost?

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Don't worry, it's rare that a delivery is ever lost.

If you believe your package is lost in transit, please email us right away at hello@otiumberg.com and we will try our best to solve the issue.

If the item has not been marked delivered and hasn't arrived within 30 days, we will replace your order free of charge (UK only).

For International orders, we will contact FedEx and keep you posted at all times on next steps.

Please note that Otiumberg is not responsible for lost or stolen items once declared 'Delivered' by the delivery service.

We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.

Does my order include a warranty?

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We include a six month warranty on all orders and would be happy to repair any damages within this period. Our warranty does not cover general wear & tear or lost stones.

We are also unable to return any items once they have been altered by a third party jeweller.

While we’re happy to take cover the cost of the repair, if your piece has a missing or damaged stone, we do not cover the cost of replacing the stone. Reach out to us and we’ll send you a quote for a replacement stone.

How shall I take care of my jewellery?

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Please refer to our materials and care page for information on how best to care for your jewellery.

Do you offer any plating service?

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Over time, plated gold vermeil can fade. This may vary depending on how you look after your jewellery.

We offer a re-plating service at the following guide prices:

- Studs, rings, Bracelets, earrings & short necklaces: £20

-Necklaces: £30

Please note: These prices are an indication only and may vary depending on the individual piece. Please email hello@otiumberg.com.

Top tips on how best to care for your jewellery can be found on our materials and care page.

My piece broke within the warranty, How do I initiate a repair?

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For help with this and to get the repair process started, please send over a photo of the repair and order number to hello@otiumberg.com

While we’re happy to take cover the cost of the repair, if your piece has a missing or damaged stone, we do not cover the cost of replacing the stone. Reach out to us and we’ll send you a quote for a replacement stone.

My piece broke outside of warranty. Do you accept fixes for additional fees?

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For help with this, please send over a photo of the repair and order number to hello@otiumberg.com.

How do I redeem my birthday discount?

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For registered customers, birthday discounts are sent out over email three days prior to the date. The email will contain a discount code for 10% off which can be entered at checkout.

Birthday information needs to be given by customers via the order confirmation email where such data is requested.

How do I find out my ring size?

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Please refer to our ring size guide for various ways in which you can find the perfect ring size.

What if I have ordered the wrong size?

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Please email hello@otiumberg with the order number and product you have ordered the wrong size for. If we have the size you require in stock we will send it out as soon as we receive the first piece back. Otherwise we can place an order and inform you of the expected delivery date.

Please note there is a handling fee of £5 to send out another size.

How do I return or exchange my order?

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We offer free returns within the UK for all items excluding earrings, custom or engraved pieces. We must receive the jewellery back within 14 days of order date.

Please email us on hello@otiumberg.com and the team will get back to you with a free returns label to cover the shipment.

For an exchange we charge a small handling fee of £5 to cover the second shipment.

Where is my jewellery made?

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Our jewellery is made by artisans in Thailand. Some components are sourced from Italy.

For more information see our Ethics and Sustainability page.

What are the 12 birthstones & dates of Zodiac signs?

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Otiumberg Birthstones

January – Orange Sapphire

February - Amethyst

March – Blue Topaz

April – Diamond

May - Emerald

June - Peridot

July - Ruby

August - Peridot

September – Ceylon Sapphire

October – Pink Tourmaline

November - Citrine

December – Turquoise

What are the zodiac signs?

Aries (March 21-April 19)

Taurus (April 20-May 20)

Gemini May 21-June 20)

Cancer (June 21-July 22)

Leo (July 23-August 22)

Virgo (August 23-September 22)

Libra (September 23-October 22)

Scorpio (October 23-November 21)

Sagittarius (November 22-December 21)

Capricorn (December 22-January 19)

Aquarius (January 20 to February 18)

Pisces (February 19 to March 20)

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Can I customise my order?

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We offer custom designs on existing pieces (e.g. change of stone or metal) and are more then happy to work with you on a custom design.

Please email hello@otiumberg.com for further information.

I want to wholesale Otiumberg

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We'd love to hear from you!

Please contact hello@otiumberg.com and we’ll get back to you.

Can I come and see the jewellery for myself?

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Of course you can, we’d love to see you! You can schedule a visit to our studio in W2, London.

Appointments can be scheduled through the website via our online booking system.

How does preorder work?

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Payment will be taken at the point of purchase online. The date of delivery for the preorder is stated on the product page.

You can preorder items that are out of stock. Please email hello@otiumberg.com with your request.

When will my preorder arrive?

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The estimated date of delivery for your preorder is stated on the product page and we will let you know as soon as your preorder is ready to be shipped to you.

If you have ordered other pieces alongside your preorder, we like to ship them all together. We're trying to reduce our impact on our environment, and every little helps!

How can I contact customer service?

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We are here to help!

We have click to chat on the bottom right hand side where you can speak directly with our personal shopping team and get all the advice you need.

If it is out of hours, please leave a message and we’ll get back to you at the soonest.

Alternatively give us a call on 0207 971 1992 or email us on hello@otiumberg. We are available from 9.30am-5.30pm Monday to Friday (excluding bank holidays). If you leave a telephone message we’ll get back to you at the soonest.