FAQ | Luxury Designer Jewellery For Men and Women | Tateossian

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Can I order by phone or email?

Yes. If you don’t feel confident placing an order online, our Customer Service Team is more than happy to assist you both on the phone and through email. Our Customer Services line is open from 9.30am to 6.30pm GMT from Monday to Friday. US +1 855 998 1008 | UK +44 (0) 800 021 1008 
If you would rather contact us via email, customerservice@tateossian.com. Our team will contact you back on the next working day

How much will charges be?

Shipping charges vary depending on the country of delivery. Please review our shipping chart for more details.

Can I order a custom sized bracelet or necklace?

In some cases, it is possible to order a special size for a bracelet or necklace. Please contact Customer Service for more information regarding which products are available for custom sizing.

How do I track my order

What happens if the item I’ve ordered is not in stock?

In the unlikely event that an item is out of stock, our team will contact within the next business day and your money will be refunded.

How will my order be packed?

Your parcel will arrive safely packed in a Kraft Mailing box and protected from impacts with a bubble wrap lining.

I forgot my password

If you have forgotten your password and would like to reset it, you can do so by clicking on the “Forgotten Password” section at the bottom of the “Sign-in” window. Once you have entered your registered email address, we will send you an email with a temporary password which can be changed to your convenience on your “My Account” settings. Please note that passwords for our website are case-sensitive.

How do I use a coupon or promotional code?

If you have a promotional code and would like to redeem it, you can do so when you begin the checkout process. Once your code has been accepted, the final amount of your purchase will update automatically.

I am looking for a specific product but do not see it online or it says “out of stock”

The availability of our products is shown on each product page. If we do not have stock of an item, you’ll see an “out of stock” note under the product. If you want to know if a specific product is going to be back in stock, please contact our Customer Services and someone will be happy to assist you.
If your query is regarding a product that you have seen in one of our partner retailers but you can’t find on our website, please contact our Customer Services and they will let you know where to find it.

Do you ship to my country?

For more details about the countries we ship to, please see the shipping chart on our website.

How long will my order take to arrive?

For details regarding shipping and delivery times for each country, please refer to our shipping chart where you will be able to find in detailed information.

When can I expect my item?

For details regarding shipping and delivery times for each country, please refer to our shipping chart where you will be able to find in detailed information.  

The item I bought arrived damaged. What should I do?

In the unlikely event that your item happens to be damaged when delivered, we ask our customers to contact our Customer Services as soon as they realise. We will kindly request an image of the damaged product for our records and will ask you to ship it back to our Head Quarters. Once we have received and checked the product, we will send you a replacement completely free of charge.  

What size should I order?

Bracelet-specific measurements and a generic size chart can be found on every bracelet product page. To make it easier you can always measure a similar bracelet that you already own.

Do you do engraving?

Yes, we do offer Engraving. However, this service is only offered on a selected rangs of products. Please visit the "Engraving" section on the website.

How do I know when my order is dispatched?

After your order is placed you will receive four emails. The first one confirms that your order has been correctly placed. Within the next two days you will receive a second email confirming that the order has been approved by tateossian.com. Finally, once your order has been invoiced, you will receive a third and last email confirming that your order has been “picked and packed” and is waiting for DHL to pick up. They will then send you a confirmation providing you with a tracking number for your order.

I placed an order but did not get any confirmation email. What is happening?

If for any reason, that once you have placed your order and do not receive a confirmation email please contact our Customer Services. If for any reason your order hasn’t gone through, you can place it again on the phone with the help of one of our Customer Services specialists.

Can you please gift wrap my items?

If In order to make your gift extra special, we will happily wrap it with a branded brown and turquoise ribbon. Please make sure you let us know that you will like the item to be gift wrapped while placing the order. This service is completely free of charge.

Why did I receive an invoice from DHL, if I already paid for the items?

For orders placed outside of the European Union, customs duties may apply. These are taxes charged by different countries for importing products across their borders. Unfortunately, we cannot provide an estimate of the costs as every country is different. DHL will, therefore, invoice these fees to the customer who will need to pay for them in order to receive the items. For more information regarding customs duties and other taxes please refer to our shipping chart.

I entered the wrong delivery address. Are you able to change it for me?

We all make mistakes, so if you have entered the wrong delivery address for your order, please contact our Customer Services as soon as you realise this and they will be able to change it for the correct one.

I sent the item back for a refund, but I still do not see a credit in my account.

Although refunds will usually be issued within two days of the arrival of the item to our HQ, your bank might take a few days to credit your account. Most banks will take three working days to do so. However, this varies depending on the bank and their policies and it is a process that is beyond our control.

I placed an order for the wrong item (size). How can I change it?

If you have placed an order for the wrong size, we kindly ask you to contact our Customer Services who will ask you to ship the product back to our offices and will send you the correct size of the item if available, once the original one has been received. Please note that in this case, any shipping fees will need to be covered by the customer.

Do you offer other options for delivery? “Company – Royal Mail – DHL – etc...”.

For Tateossian, our customer’s satisfaction is a priority. That’s why we only ship with DHL, as it is one of the leader courier companies in the world and offers a trusted and effective service worldwide. Furthermore, in order to ensure a safe and stress-free delivery, all of our DHL parcels are insured and need to be signed for upon delivery.

I lost the returns form. Can you please send it to me?

Of course. All you need to do is contact our Customer Services and they will be able to provide you with a new form that will be sent to you via email.

Do you have this item in any of your stores?

To request an item that is not available on our website, please contact our Customer Services and they will be able to check the stock available of the product in our stores.

Do you accept American Express etc...

We accept the following credit cards for payment for online orders worldwide.

Visa, Visa Debit, Visa Electron, Mastercard, American Express, Maestro, Paypal, Amazon Pay

Can I order online and get delivered to any of your stores?

This service is not available at the moment. However, we are constantly working in improving our services and will let our customers know as soon as we start offering a “click and collect” service.

What is a British Hallmark?

The Hallmarks give the following information:

Who - This is known as the sponsor's mark. This mark is the registered mark of the person or company who made or submitted the items for testing and marking. In the case of Tateossian jewellery RT' represents the name of the designer, Robert Tateossian.

What - This mark is known as the fineness or purity mark and gives the precious metal content expressed in parts per thousand. There is a different shaped shield for each precious metal.

Where - This is known as the Assay Office Mark and tells the purchaser where the item was tested. There are 4 UK Assay Offices; Edinburgh, London, Sheffield and Birmingham

In addition - the letter represents the year in which the piece was made. This letter changes every year.