FAQs

Personalisation Returns Orders Shipping Aftercare Brand Our Stores Lisa Angel Rewards

Personalisation

What is the hand-stamping process?

Hand-stamping is the method of imprinting lettering onto charms using metal stamps and a hammer in either a clean or blackened finish*. No machine is used throughout the process, each letter, number, and character is placed by hand. Therefore, impressions may vary in depth, and pieces will often have an imprint found on the reverse. Sometimes this can mean the surface of the item will not be smooth, all of which is unavoidable. This is all part of the charm of a hand-stamped piece.

*There may be some residue from the ink used for blackened hand stamping found outside of the stamped letters, this can be easily wiped away with a soft clean cloth.

The hand-stamping on my necklace looks slightly different to my friends or family’s necklace. Why is that?

Although our in-house personalisation team are trained to a high standard, the nature of hand-stamping means each personalisation may come out slightly different. The irregularities of the process allow for a bespoke design and the handmade quality of the jewellery piece to shine through.

Can you hand-stamp special characters?

To ensure maximum quality, we only offer special characters ! ? & ( ) . , ‘ @ # and a heart outline, on our charms. However, please note that these characters aren’t available on outline charms, as the outcome may not render well.

What is the engraving process?

The engraving process uses a diamond-shaped laser controlled by a computer program. The laser beam etches the material using an extremely high heat in either a clean or blackened finish*.

This process allows for a variety of alphabets and accents to be used on charms or pendants for certain jewellery pieces. Some additional characters can also be included, but this is usually a case-by-case basis. This method also allows for the opportunity to engrave handwriting on some of our products.

*The blackened effect is deeper than clean engraving, with a strong black infill to allow the lettering to really stand out.

The personalisation I want is longer than the character limit, can this be done?

Character limits have been assigned to each product to ensure the optimum layout and quality of your jewellery. Additional letters and characters are considered on a case-by-case basis. Please get in contact with customer service by either phone or email to check before placing your order.

Returns

What is your return policy for a personalised item?

All personalised items are non-exchangeable and non-refundable unless the item is faulty or damaged. The bespoke nature of our personalised products means they cannot be sold and therefore we cannot accept returns.

For more information please go to our returns policy.

My personalised product is too big or too small, can I return to exchange it for an alternate size?

Personalised pieces are non-exchangeable and non-refundable, as they cannot be resold. We ask that you check your measurements and cross-reference them with the jewellery measurements before making a purchase. If you are not entirely happy with your item once it has arrived, please contact our customer services team.

Can I return a non-personalised item?

We offer a 45 day returns policy on all non-personalised items, should you wish to return. All items need to be returned to us in a resaleable condition. For further information please visit our returns policy, to find out the best way to return your item to us.

Can I return sale items?

We offer a 14-day returns policy on non-personalised sale items, should you wish to return. All items need to be returned to us in a resaleable condition. For further information please visit our returns policy, to find out the best way to return your item to us.

Orders

My order has arrived wrong. What should I do?

Whilst our in-house creative team is skilled at their craft, human error may occur infrequently. If that is the case, contact our customer services team with a photo of the incorrect or faulty personalised product, along with your order number and we will be able to assist you in resolving the issue.

*If a photo is not included, we may ask you to provide one before processing your request.

My item arrived damaged. What should I do?

We take the utmost care when packing your products to ensure they arrive to you in perfect condition. However, due to situations beyond our control, your item may arrive in an unsatisfactory state. In the unlikely event you receive a faulty, damaged, or incorrect item please contact our customer services team at your earliest convenience.

In order to receive a further prompt resolution, please try to include as much detail as possible, including a photo* if the item is faulty.

*If a photo is not included, we may ask you to provide one before processing your request.

Do you offer Blue Light discount?

If you are a valid Blue Light card holder, we offer a 10% discount online and in-store. For online purchases please contact our customer services team via email with an image of your card and they will provide you with a discount code.

Do you offer NHS discount?

We offer a 10% NHS discount for all valid NHS employees. For online purchases simply log in or sign up to NHS Staff Benefits for your free NHS discount code.

Do you offer student discount?

We offer a 10% discount in-store if you have a valid student discount card or Student Beans account. For online purchases, simply sign up for your free Student Beans iD. The Lisa Angel student discount is available to UK and International students. For more information, please visit our student discount information page.

How do I change my order or delivery address?

If you would like adjust to the delivery address on your order, please contact our customer services team along with your order ID.

Please note, we cannot make changes to an order once it has been dispatched.

Can I place an order to be delivered directly to the recipient as a gift?

If you are placing an order as a gift and would like it delivered directly to the recipient, you can enter their address. However, please note that if the recipient asks who placed the order, we are obliged to inform them.

Can I edit the personalisation once I have made an order?

If you would like to alter your personalisation after placing your order, you can do so by contacting our a href="/contact-us">customer services team with your order number and the changes you would like to make. However, this must be done as soon as possible before the order has been packed and dispatched.

Shipping

Will I be charged customs fees or duty for my international order?

It is the responsibility of you, the buyer, to pay the additional costs such as duties, taxes, and customs clearance fees.

The cost of the charge may vary depending on:
- Price
- Type of item
- Weight
- Dimensions
- Origin Country
- Taxes, duties, and fees of destination country

As we can’t predict these fees, we can’t calculate them in advance.

My order hasn’t arrived by the estimated delivery date, what should I do?

Our couriers take the utmost care to get your deliveries to you by your estimated delivery date*. However, occasionally there may be a delay, especially during peak times. We kindly ask that you allow an additional 1-2 days to account for any potential delays.

*Please note that the expected delivery date is an estimate.

How can I track my delivery?

Orders sent with Royal Mail’s standard delivery service are not trackable. You will receive an update once a delivery attempt has been made. Please allow an additional 1-2 working days beyond the estimated delivery date for your order to arrive if using this service.

For express services, tracking numbers will be provided in the dispatch confirmation email. These can be entered into the DPD or Royal Mail tracking sites.

I have chosen click and collect, how do I know when my order is ready?

If you have chosen to click and collect from our Rackheath Head Office, you will receive a 'ready to collect' email when your order is with customer services. You can usually collect your order after 9am.

If you have chosen to click and collect from one of our stores, you will receive an email when your order is on the way. Once your order has arrived at the store and has been scanned as received, you will get a 'ready to collect' email. You can usually collect your order after 3pm.

Is Lisa Angel operational on Bank Holidays?

Although our warehouse and customer service teams do work during bank holidays, our couriers do not collect packages on these days. Please allow for an additional two working days for your order to be processed and dispatched if ordering over the bank holiday period.

Aftercare

How do I prevent plated jewellery from tarnishing?

To avoid plated jewellery from tarnishing, we recommend keeping it away from water, chemicals, perfumes, soaps and other lotions as these can cause the plating layer to strip away. As the skin has natural recurring oils, we also suggest that you remove your jewellery when sleeping.

For more information on plated jewellery care, please refer to our articles:
How to Care for Your Gold Jewellery Collection
How to Build and Care For Your Silver Jewellery Collection

How do I prevent Sterling Silver from oxidising (turning black)?

To maintain Sterling Silver quality, it needs to be cleaned regularly. Simply use a clean silver polishing cloth.

Contact with water, chemicals, perfumes, soaps and other lotions may cause Sterling Silver jewellery to discolour. The metal benefits from being stored in a dry dark place, such as a jewellery box or soft pouch, out of direct sunlight.

For more information on Sterling Silver jewellery care, please refer to our article:
How to Build and Care For Your Silver Jewellery Collection

Can I wear my jewellery in water?

Short answer, no. We advise that you remove all jewellery when coming into contact with water.

Sterling Silver, Solid Gold, and Stainless Steel jewellery is more durable than plated jewellery as they can be polished after exposure to water.

For more information on jewellery care, please refer to our articles:
How to Care for Your Gold Jewellery Collection
How to Build and Care For Your Silver Jewellery Collection

What is plated brass jewellery?

Plated brass jewellery is brass metal coated with a thin layer of another metal, such as gold or silver. This process enhances the appearance, durability, and resistance to corrosion of the brass.

What is gold vermeil?

Vermeil refers to the layer of gold over sterling silver jewellery. Usually, the gold layer on vermeil jewellery is thicker than on gold-plated jewellery, making it more durable and longer-lasting. Vermeil jewellery is often favoured for its appearance and is more affordable compared to solid gold jewellery.

How do I look after gold vermeil?

To maintain vermeil quality, it needs to be cleaned regularly. Simply use a clean soft jewellery cloth.

Contact with water, chemicals, perfumes, soaps and other lotions may cause Vermeil jewellery to tarnish. The metal benefits from being stored in a dry dark place, such as a jewellery box or soft pouch, out of direct sunlight.

For more information on Vermeil jewellery care, please refer to our articles:
How to Care for Your Gold Jewellery Collection
How to Build and Care For Your Silver Jewellery Collection

Brand

Who is Lisa Angel?

Lisa Angel is not only our brand name but also the namesake of our founder and creative director, Lisa Angel. She began her business journey in 2004 after leaving her buying job in London. Starting by hand-making bracelets on her living room floor in Norwich, she has grown the business significantly over the past 20 years. Today, we boast a thriving online e-commerce platform and three physical stores throughout Norfolk and Suffolk.

Where is Lisa Angel based?

Lisa Angel began in Norwich and still operates out of our headquarters on Rackheath Industrial Estate, Norfolk. Additionally, we have three stores located in Norwich, Norfolk, and Southwold, Suffolk

Our Stores

Lower Goat Lane

Our flagship store
Open Monday - Friday 10am - 5pm, Saturday 10am - 5:30pm, Sunday 10am - 4pm
3 Lower Goat Lane,
Norwich
NR2 1EL

Chantry Place

Our largest store
Open Monday - Saturday 9am - 6pm, Sunday 10:30am - 4:30pm
147, Chantry Place Shopping Centre,
40-46 St Stephens Street,
Norwich
NR2 1SB

Southwold

Our newest store
Open Monday - Saturday 10am - 5pm, Sunday 11am - 4pm
64 High Street,
Southwold
IP18 6DN

Lisa Angel Rewards

What is Lisa Angel Rewards?

Lisa Angel Rewards is our loyalty club that offers customers a variety of benefits, including monthly offers, exclusive discounts, and access to special events. Sign up today to start earning points with every purchase.

How do I sign up for Lisa Angel Rewards?

Go to LA Rewards and click the "Join LA Rewards Here" button above to become a Lisa Angel Rewards member and start collecting points. In-store, you will be asked at the checkout whether you would like to become a member, if so you will receive an email to activate your account, once you have done this you will be able to access your Rewards account.

How do I access rewards offers?

Rewards offers change monthly and can be found on the ‘My Account’ page of the website. To use the offers, press the ‘redeem’ button and the discount will be applied to your basket. Rewards members will also receive an email with the offers available, as well as exclusive in-store offers and events.

How do I collect points?

For every £1 you spend you'll receive 4 points to use on any future purchases online or in-store.

What are points worth?

For every 100 points, you will receive £1 to spend online or in-store.

How do I spend my points?

Every time you shop you will be asked whether you would like to spend your reward points at the checkout. They can also be redeemed in-store by presenting the shop assistant your QR code, found in the ‘My Account’ page of the website once signed in.

How do I cancel my membership?

If you wish to cancel your membership, please contact customer services team. Removing your account will erase all data, including addresses, order history, access to offers and any birthday reminders you have set up.