CAN I ORDER BY PHONE OR EMAIL?
If you do not feel confident placing an order online, our Customer Service Team is more than happy to assist you both on the phone and through email. However, at the moment we are unable to offer payment over the phone. We can offer alternatives for card payments (direct payment link, credit card forms for PDQ payments). Click here to visit our Contact Us page where you can find details on how to get in touch.
CAN I CANCEL OR CHANGE MY ORDER?
If your item is in stock, we prepare your order immediately and you will only have a limited window to amend or cancel your order. We do ask that you please email us as early as possible to discuss an order change or cancellation. Our customer experience team is here to help you with any questions you might have. Click here to visit our Contact Us page where you can find details on how to get in touch.
HOW MUCH WILL SHIPPING CHARGES BE?
Shipping charges vary depending on the country of delivery. Please review our shipping chart for more details. Click here.
CAN I ORDER A CUSTOM SIZED JEWELLERY?
In some cases, it is possible to order a special size for a bracelet or necklace. We also offer bespoke custom-made jewellery in 18k gold. Click here to visit our Contact Us page where you can find details on how to get in touch.
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 offer you alternatives or order cancellation.
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 will 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, or if your query is regarding a product that you have seen in one of our partner retailers, but you can’t find it on our website, please click here to submit a query to our Customer Services.
WHAT SIZE SHOULD I ORDER?
Kindly note that sizes vary depending on the collections. You can find specific measurements and a generic size chart on every product page. Majority of our bracelets can be made to measure, please click here to submit your query to our Contact Us page.
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. Click here to submit a query in case you have difficulties applying a discount code.
WHEN WILL MY ORDER BE DISPATCHED?
We process and dispatch the orders by the next working day from our London head office. You shall receive an automated shipping confirmation including tracking number as soon as the parcel is collected by a courier.
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.
DO YOU OFFER OTHER OPTIONS FOR DELIVERY?
For Tateossian, our customer’s satisfaction is a priority. That’s why we only ship with DHL, as it is one of the leading 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 our DHL parcels are insured and need to be signed for upon delivery.
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.
CAN YOU PLEASE GIFT WRAP MY ITEMS?
We are delighted to be able to offer a complimentary gift-wrapping service. You can add this service upon checkout or contact our Customer Service as soon as you place your order to ensure this is actioned prior dispatch.
DO YOU DO ENGRAVING?
We are delighted to be able to offer complimentary engraving on a wide variety of our pieces. Engraving options vary depending on the style of your preferred piece. You can choose from our range of fonts. This service is available Online (Please visit the Engraving section on the website) and in our Sloane Square boutique in London.
CAN I RETURN AN ENGRAVED ITEM?
As engraved items have been personalised these cannot be returned nor exchanged, unless the product is faulty.
HOW LONG DOES ENGRAVING TAKE?
It takes up to 3 working days to have an item engraved. Our customer service team will keep you updated on the progress of your order in case you choose the engraving service.
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 possible. 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.
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 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.
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 orpurity mark and gives the precious metal content expressed in parts perthousand. 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.
Tateossian Reward Program FAQ’s
What is our loyalty program?
Tateossian have created a loyalty program to say thank you to our most devoted customers, by giving them the chance to earn exclusive rewards and offers.
Who can join?
Our loyalty program is open to all our customers, new and old, across the world as long as they are over 18 years old and have created a customer account.
How do I earn points?
Points are accrued for all sorts of activities, from following us on social media, to leaving reviews and referring your friends and family. The easiest way to earn points is by making a purchase on our website. For every £1 spent on tateossian.com you shall earn 5 points. To see all the ways in which you can earn points log in to your account.
How do I view my point balance?
To view the number of points you have gained, simply sign into your customer account. If you are having trouble accessing your points, please don’t hesitate
to reach out to our customer service team at email@example.com.
How do I redeem my points?
Click HERE to view your outstanding points balance. You will also be able to see how many points you can redeem against your purchase at the checkout.
Is there a limit to the number of points I can earn?
No! There is no limit to the amount of points our customers can earn. The more you spend and interact with Tateossian
online, the more points you will earn and, in turn, the greater rewards you will be able to redeem.
Can I spend points in your boutiques?
Unfortunately, not. Currently the Tateossian reward program is only available online at the moment however we shall notify all our rewards members and subscribers when points can be spent in our boutiques.
Can I earn points in your boutiques?
Currently the Tateossian reward program is only available online and points cannot be earned on purchases made in our stores. We shall notify all our rewards members and subscribers when points can be earned on purchases made in our boutiques.
What do the 'approved', 'pending' and 'cancelled' statuses mean?
*Approved:** These points can be redeemed on rewards immediately.
*Pending:** These points are needed to be verified before you can redeem them. This typically applies to purchases and referrals.
*Cancelled:** These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled).
What happens if a friend I refer cancels or returns their order?
Your pending points will become cancelled and will be removed from your account.
Why did my account balance go down?
You, or someone you referred, cancelled or returned a purchase.
I completed an activity but I can’t see my new points!
In order to account for a returns period, it can take up to 30 days for new points to appear in your balance. Some activities, such as following us on social media and leaving a review, may take a few minutes’ delay in processing.
Can I use my points during checkout?
Yes, if you have met the minimum points threshold and have signed in to your customer account, you will see a points slider at the checkout.
How do I leave the program?
If you no longer wish to participate in our loyalty rewards program please contact our customer service team at firstname.lastname@example.org and we shall unroll you. Once you have left our program, the points cannot be transferred for cash or vouchers.
What happens if I leave and decide to join again?
If you change your mind and would like to re-join our loyalty program you can do so at any time but contacting our customer service team at email@example.com. Please note that when we re-enrol you, your points balance shall be zero.
Where can I report a problem or give feedback?
If you encounter a problem with our loyalty program, please get in touch at firstname.lastname@example.org and we shall endeavour to assist you.