FAQs

Yes, we offer international shipping. Delivery times and shipping fees may vary based on your location. Check our shipping page for more detailed information.

We want you to love your Sapient jewellery. If for any reason you’re not satisfied, we offer a 30-day return policy. Simply follow the Easy Returns link in the Return Policy or reach out to our customer service team, and we’ll guide you through the return process.

As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. After this time, we may not be able to make adjustments, but we’ll do our best to accommodate your request. If changes or cancellations are not possible, you can still return the order for a full refund once it’s received following our 30-day return policy.

We accept all major credit cards (VISA, Mastercard, AMEX etc.) as well as Klarna for your convenience.

All orders are handled and shipped from our warehouse. We process orders between Monday and Saturday. Orders are typically processed within 1-3 business days from the order date, and shipping occurs the next day after processing is completed. During holidays or sale seasons, please allow extra time for your order to be processed due to high demand. Please note that shipments cannot be guaranteed on weekends.

Delivery should occur between 3-7 days. In periods of high demand, orders may take between 1-2 weeks to arrive. Please keep in mind that delivery times can vary based on your location and any potential shipping delays beyond our control.

If you don’t receive your order within 30 days after shipping, please reach out to us to discuss the next steps. You are eligible for a full refund under protected delivery.

The prices displayed on our site are tax-free in UK Pounds, which means you may be liable to pay for duties and taxes when you receive your order. Import taxes, duties, and related customs fees may be charged upon the arrival of your order at its final destination. These charges are determined by your local customs office and are your responsibility to pay. Unfortunately, we do not cover these charges, and we are not responsible for delays caused by your country's customs department. For more information on potential charges, please contact your local customs office.

Please contact us if you have received merchandise that is incorrect, missing, or defective. Be sure to include your order number, photographs of the item(s), and all relevant details upon receiving your package. We will do our best to resolve the issue as quickly as possible.

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be processed within 7-10 business days of receipt of the returned item or cancellation request. For questions about when the credit will be posted to your account, please contact your card-issuing bank. If you haven't received a credit yet, contact your bank/credit card company, as it may take some time for the refund to be reflected in your account.

To maintain your watch’s brilliance, clean it regularly with a soft, dry cloth. Avoid exposing it to harsh chemicals or abrasive surfaces. For water-resistant watches, always ensure the crown is securely sealed before exposure to water.

Watch batteries typically last 2–3 years. When replacing the battery, we recommend having it done by a professional to maintain water resistance and performance.

Yes, where specified our watches are designed with water-resistant features. Check the product details for specific water resistance ratings on specific models.

Yes, all our watches are covered by a 2-Year Warranty, which protects against manufacturing defects. For plated models, the Ion Plating (IP) finish is covered for its durability and tarnish resistance.

Our watches are crafted from premium materials, find specific information in each product's description and further information of materials on the Material Details page. Plated models utilize advanced Ion Plating (IP) for enhanced durability and shine of coatings.

Yes, most of our watches come with adjustable bracelets or links. A resizing tool is included.

Our watches feature reliable quartz movements for precise timekeeping. Some collections shall also offer automatic movements for those who appreciate mechanical craftsmanship, check information for specific models in the product's description.

Yes, most of our jewellery is designed to withstand exposure to water, making it safe for everyday wear—even when showering or swimming. Certain pieces crafted from high-purity precious metals may require extra care to maintain their brilliance over time. We recommend following specific care instructions for these rare metals to ensure they maintain their beauty.

Yes, our pieces are designed for all skin types, including sensitive skin. We exclusively use genuine high-purity industry-standard alloys, and do not use materials like nickel that causes skin irritation. You’ll find specific information on materials in each product’s details, or feel free to reach out with any questions about specific sensitivities.

Each piece’s material type (solid or plated) is specified in our product descriptions. Solid jewellery will have a consistent material composition (like S925 sterling silver or solid gold), and will often be stamped with a hallmark to indicate its authenticity. Plated pieces, on the other hand, list both the base metal and the plating material in the description. If you're ever uncertain, our customer service team is happy to assist!

IP PVD, or Ion Plating Physical Vapour Deposition, is an industry leading, superior plating technology that we use for all our plated pieces, which bonds a thick layer of high-grade metals onto the jewellery’s surface. Compared to traditional plating methods, this process creates a harder, more durable finish that retains its polish, providing a luxurious look without the risk of peeling or fading.

Our jewellery is crafted for lasting beauty, whether solid or plated. For solid metals, like sterling silver and gold, tarnishing is naturally resisted and can be maintained with minimal care. Our plated jewellery, enhanced with advanced IP PVD coating, offers a highly durable finish that resists tarnishing and fading over time. With occasional care, both solid and plated pieces will retain their original brilliance, even with regular wear.

We are dedicated to ethical sourcing and sustainability. Our production methods are designed to reduce waste, and we choose sustainable materials wherever possible. Additionally, the high durability of our pieces means fewer replacements, contributing to a smaller environmental footprint.

We offer a lifetime warranty because we believe in the lasting quality of our jewellery, whether it’s crafted from durable base materials like surgical-grade stainless steel, high-purity S990 silver, S925 Silver, or solid 18K gold. Using advanced techniques such as IP (Ion Plating) and PVD (Physical Vapour Deposition) for plated pieces, or expert craftsmanship for solid metals, ensures that our jewellery is built to endure. Our plated pieces are resistant to tarnishing and wear. Our solid and high-purity items are crafted to maintain their beauty with the right attention. We stand behind the durability and craftsmanship of all our pieces, offering a lifetime warranty for your peace of mind.

Yes! Our Lifetime Warranty applies to both solid and plated jewellery, covering any manufacturing defects. Our jewellery is designed to withstand normal daily wear, but please note that extreme conditions or misuse, like exposure to high-impact activities or harsh chemicals, may not be covered.

Solid jewellery is crafted from a single, high-quality material, like solid sterling silver, gold, or platinum, ensuring the same metal composition throughout. Plated jewellery, on the other hand, has a high-quality base metal, such as sterling silver or stainless steel, with a layer of another metal—often gold or platinum—applied on the surface using advanced plating techniques for a luxurious finish.

Yes, solid pieces generally hold higher value due to their pure composition and the inherent worth of the metals, such as gold or sterling silver, throughout the item. Plated pieces offer a luxurious look at a more accessible price, with quality plating for durability.

Most of our jewellery is crafted to be low-maintenance. If your pieces become dusty or accumulate residue, a gentle wipe with a soft cloth will restore their brilliance. For optimal care, store your pieces in a dry place and avoid exposure to harsh chemicals or abrasive surfaces. Visit our Jewellery Care page for information on specific materials.

We’re committed to fair pricing by minimising mark-ups, keeping our profit margins modest, and bypassing unnecessary costs. The IP PVD plating method we use on plated pieces with high-quality, rare materials, significantly enhance durability, resulting in fewer returns and minimal maintenance needs. This careful balance allows us to provide premium quality at an accessible price, giving you long-lasting value.

Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Package protection is checked before you place your order at checkout.

30 – 45 days depending on the claim type. This is from the date you placed your order.

Package Protection covers lost, damaged, stolen packages.

Package Protection is available during Checkout. Simply select the Checkout with Protection button.

The cost of Package Protection depends on the total value of your order.

If your parcel hasn't had an updated tracking scan in 10 days, it may be considered lost in transit and you can make a claim. Circumstances may vary.

If you’ve purchased Package Protection and need to make a claim, you can file a claim directly on our claims page ‎ – SAPIENT

If your order is in transit, we are unable to refund for Package Protection.

File a claim as normal and your claim shall be processed.