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Welcome to the world of exclusive handmade jewellery


Frequently Asked Questions



How much does shipping cost?

For more information on our delivery and shipping options please see Delivery Information

When will I receive my order?

For more information on our delivery and shipping options please see Delivery Information. Please be aware that all delivery methods require a signature on receipt. If you are out when Royal Mail try to deliver your parcel, they should leave you a ‘Something for you’ card so that you can collect the parcel from your local sorting office or rearrange delivery. In order to collect your parcel from the sorting office you need to take proof of address with you. There are times when these cards are misplaced or not left at all, these items are often at your local sorting office or are being held by a neighbour or colleague, if possible please check first before contacting us.

Can my order be sent to a different address?

Yes it can. We understand that our customers may be at work or out during the day and prefer to have their order delivered to an office address, or sent to someone as a gift. You will be given the option to add a different delivery address when you reach the checkout. If the shipping address differs from the billing address we will send your copy of the order to the billing address. If you wish to change your address after having placed your order, please contact us within 1 hour of placing your order. After this time period has lapsed we will be unable to change the address.

Can I return my order for a refund or an exchange?

We have currently extended our returns period to 45 days. Unfortunately we currently only offer exchanges for faulty goods. If you need to return any goods for any reason, you can do so providing the item(s) are still in all of their original packaging and all labels are present. Please note that earrings cannot be returned unless faulty, for reasons of hygiene. You will receive a refund for the value of the item(s), we will only refund postage if the item is faulty.

The item(s) in my order arrived damaged, what should I do?

Should you receive an item that is not in perfect condition, please contact us within 24 hours of receipt at info@irenekollondon.co.uk and we will arrange a replacement or refund for you.

Can I have my order delivered to an address overseas?

Yes, we ship worldwide. Shipping in Europe costs £12.98, US shipping cost £19.98 and the rest of the world shipping costs £15.98. We will send your order using Royal Mail International signed for, which is an insured service. We can track your order until it arrives in the destination country, where it will be passed to the local postal service and treated as priority mail.

What is your warranty & authenticity for IreneKol Products?

Each Irene Kol design is guaranteed for 12 months under normal conditions of wear and tear. Items should never be altered by a third party. Items that are altered by a third party and not IreneKol cannot be guaranteed. If you would like to get any piece of IreneKol repaired please contact us directly as we are always happy to help. You can contact us by emailing info@irenekollondon.co.uk.

Is it safe to shop online with my credit/debit card at www.irenekollondon.com?

It is completely safe to shop online with IreneKol. We have taken all the necessary legal steps to encrypt our website and ensure your details are protected throughout your shopping experience.

How will I know you have received my order?

Once you have completed your order you will be shown a success page on the website with your order reference number. We will also send you an email confirming that your order has been placed. If you do not receive an email please check your email spam or junk folder.

Is it safe to shop online with my credit/debit card at www.irenekollondon.com?

It is completely safe to shop online with IreneKol. We have taken all the necessary legal steps to encrypt our website and ensure your details are protected throughout your shopping experience.

Where can I find discount codes to use on www.irenekollondon.com

From time to time we run promotions, the best way to make sure you are notified of all of our offers and news is to register for our newsletter.

How does the Chinese Knot work?

To open necklaces and bracelets with a Chinese knot, simply pull on the two beads closest to the knot on the main row of beads. To tighten a bracelet or shorten a necklace, pull on the hanging beads on the item to slide the knot along the cord. To request an illustration of how the knot works please email info@irenekollondon.co.uk

My Irene Kol item has broken, can I have it repaired?

We want you to enjoy wearing your Irene Kol jewellery for as long as possible, careful handling and storage will prolong the life of your pieces. We realise that sometimes accidents do happen and we offer a restringing service for damaged items where all the beads are present and only the cord needs replacing. Items less than a year old are repaired for free; older items incur a £20 charge. Please be aware that there is a lead time of around 8-10 weeks for this service as items are sent away to our manufacturer, but your item will be returned to you as good as new. Please contact us to request a repairs form.

How should I care for my Irene Kol Jewellery?

All Irene Kol designs are made using the finest hand sourced materials, a few key care details will help keep them in tip top condition. Precious and semi precious gemstones – Perfumes and creams will dull the finish of your stones, avoid direct contact. Please see specific details for Tigers eye. Immersion in water or chemical solutions will damage the surface of your stones. Instead, clean using a soft dry cloth – a duster is ideal. Do not clean using tissue paper or scratchy materials, this can mark the surface of the stone. When you are not wearing your Irene Kol Jewellery make sure to store it in the pouch that is provided with each purchase, keeping it away from direct sunlight and extreme temperatures. Caring for your Tigers Eye – Your Tigers Eye jewellery has undergone a meticulous treatment process, extra care should be taken around liquids or creams containing alcohol as this may cause some colour transfer onto skin or clothing. We want you to enjoy your Lola Rose jewellery for as long as poss

What is Irene Kol Jewellery made from?

Our Demi-fine collection is made from plated sterling silver and our semi-precious collection is made from semi precious stones. All earring styles in our Irene Kol range use Sterling Silver. Some of our stones are dyed to achieve vibrant colours. Each piece has unique markings and variations and may vary from the piece pictured. You can find out more about our stones by viewing the Gemstone Library.

Where can I find items from previous seasons?

We only sell current season and classic styles on our website. Sometimes we will feature stock from previous seasons in our online sales or at occasional sample sales. The best way to make sure you don’t miss out is to register for our newsletter by creating an account.

I saw something on your website recently and now it is no longer there - do you have any more stock?

Our website is set up to list all of our currently available stock. Unfortunately if you can no longer see an item it will indicate that we have sold out since you last visited the site. To see if we can help locate the item from another stockist please email us at info@irenekollondon.co.uk.

If I buy something in the sale, can I still return it the usual way for a refund or exchange?

Yes you can. All purchases from the Irene Kol website can be returned for a refund or an exchange within 28 days of purchase, with the exception of earrings (for reasons of hygiene).

Will my order arrive in a branded Irene Kol envelope or can I have it sent in plain packaging if it's a gift?

Your order will be sent in a plain jiffy bag with a plain address label, Royal Mail require us to include our return address at the bottom of this label.

Will my item arrive in a pouch?

Yes, all of our Irene Kol jewellery is supplied in one of our pink velvet pouches and all of our Boutique by Lola Rose jewellery is supplied in a black velvet pouch in which you can safely store the item. Our scarves are supplied with a grey cotton storage bag.

How can I find out which shops stock a particular item?

If you can’t find an item on our website, please email us at info@irenekollondon.co.uk we can send you a list of stockists who ordered the item you are looking for.

Will there be changes to VAT for EU Orders from January 1st 2021?

Please note that import duties and taxes may be charged on orders shipping to EU countries from January 1st 2021. These are set by the Customs Authority of the destination country. For all orders to EU countries, UK VAT will be deducted at checkout. Whoever your order is addressed to is responsible for all customs costs associated with the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply. If you’re ordering products to be delivered to someone else, make sure that they’re aware that they’ll need to cover this before you order. Unfortunately, we have no control over these charges and cannot predict what they may be, so we would advise that you check the import charges applicable in any country if necessary.

Can I cancel my order?

Unfortunately orders cannot be cancelled once they are placed as they have already been sent to our warehouse to be processed. If you would no longer like your order, we ask that you wait until the order arrives with you, and then email us to let us know you would like to cancel your order under the Consumer Contract for Distance Selling.

If I bought an item in one your stockists can I return it to you?

If you have bought an item from one of our stockists and you’d like a refund you will need to get in touch with them directly, we won’t be able to process a refund if it wasn’t bought from us online. If you have an item which you bought from one of our stockists which needs repairing we’re happy to help, you can contact us by emailing info@irenekollondon.co.uk.


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