Discover our sustainable, FSC-certified packaging that arrives gift-ready and perfectly sized.

<div style="max-width: 800px; margin: 0 auto; padding: 40px 20px; color: #1c1c1c; line-height: 1.6;"><h1 style="font-size: 24px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-bottom: 30px; color: #1c1c1c; text-align: left;" id="how-is-my-order-packed">How Is My Order Packed?</h1><div style="background: rgb(237, 232, 227); padding: 20px; margin: 30px 0px; border-left: 3px solid rgb(106, 106, 106);"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 0; text-align: left;"><strong style="font-weight: 600;">SUSTAINABLE PACKAGING</strong><br>All our packaging is sustainable and FSC Certified &#x2728;</p></div><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="whats-included">What&apos;s Included</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">Every order arrives gift-ready and beautifully packaged with:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">A jewellery box</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">A microfibre pouch to keep your jewellery safe</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">In recyclable, FSC certified mailing box</li></ul><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="perfect-fit-every-time">Perfect Fit, Every Time</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">Our jewels come in all different sizes, so we&apos;ve created perfectly sized boxes to fit each piece. Whether you&apos;ve ordered delicate studs or statement earring, your jewellery will arrive secure and beautifully presented.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="our-commitment-to-sustainability">Our Commitment to Sustainability</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">We&apos;re proud that all our packaging is FSC certified and recyclable, ensuring your beautiful new jewellery arrives in packaging that&apos;s as kind to the planet as it is beautiful.</p></div>

How Do you Package Items?

Understanding our order processing and why changes cannot be made once placed."

<div style="max-width: 800px; margin: 0 auto; padding: 40px 20px; color: #1c1c1c; line-height: 1.6;"><div style="background: rgb(237, 232, 227); padding: 20px; margin: 30px 0px; border-left: 3px solid rgb(106, 106, 106);"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 0; text-align: left;"><strong style="font-weight: 600;">ORDER CHANGES &amp; CANCELLATIONS</strong><br>Unfortunately, we&apos;re unable to make changes to orders once they&apos;ve been placed.</p></div><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="why-cant-orders-be-changed">Why Can&apos;t Orders Be Changed?</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">Our warehouse team works quickly to process orders as soon as they&apos;re placed. This ensures fast dispatch times, but means we cannot edit or cancel orders once submitted.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="need-help">Need Help?</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">While we can&apos;t guarantee changes, our customer care team is here to help and will do their best to assist you.</p><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">Please reach out immediately via email at <a href="mailto:customercare@rhokea.com" style="color: #1c1c1c;"><u>customercare@rhokea.com</u></a></p><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;"><strong>Please note:</strong> Once your order enters our warehouse processing system, no further changes or cancellations can be made.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="alternative-options">Alternative Options</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">If you need a different item, size, or have changed your mind, you can always return your order once received using our 30-day returns policy and place a new order.</p><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">Thank you for your understanding.</p><div style="text-align: center; margin: 40px 0;"><a href="mailto:customercare@rhokea.com" style="display: inline-block; background: #F0EFE9; color: #1c1c1c !important; text-transform: uppercase; font-size: 16px; font-weight: 600; letter-spacing: -0.5px; padding: 15px 40px; text-decoration: none !important; border: 1px solid #6A6A6A;">CONTACT CUSTOMER CARE</a></div><p style="text-align: center; font-size: 12px; color: #6A6A6A; margin-top: 40px;">Last updated: June 2025</p></div>

Can I Edit My Order After It Has Been Placed?

Address change policies and delivery redirection options with Royal Mail and DPD.

<div style="max-width: 800px; margin: 0 auto; padding: 40px 20px; color: #1c1c1c; line-height: 1.6;"><h1 style="font-size: 24px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-bottom: 30px; color: #1c1c1c; text-align: left;" id="can-i-update-my-address">Can I Update My Address?</h1><div style="background: rgb(237, 232, 227); padding: 20px; margin: 30px 0px; border-left: 3px solid rgb(106, 106, 106);"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 0; text-align: left;"><strong style="font-weight: 600;">ADDRESS CHANGES</strong><br>Unfortunately, we&apos;re unable to amend your address once your order has been placed.</p></div><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">This is because our warehouse team works quickly to process orders as soon as they&apos;re placed, ensuring fast dispatch times.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="delivery-options-once-dispatched">Delivery Options Once Dispatched</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;"><strong>Royal Mail customers:</strong></p><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">Once dispatched, you can select &apos;update delivery options&apos; in your tracking email to:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Change your delivery address</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Request collection from a Post Office</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Arrange redelivery</li></ul><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;"><strong>DPD customers:</strong></p><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">While DPD cannot change to a different address, you can use your tracking link to:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Change the delivery date</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Leave in a safe place at your address</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Deliver to a neighbour</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Redirect to a DPD Pickup shop near you</li></ul><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">You can make changes via the DPD app up to 30 minutes before delivery.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="if-you-no-longer-want-your-order">If You No Longer Want Your Order</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">You can simply refuse the parcel upon delivery and the courier will return it to us. Once tracking shows the order is being returned to sender, please contact our customer care team at <a href="mailto:customercare@rhokea.com" style="color: #1c1c1c;"><u>customercare@rhokea.com</u></a> and we&apos;ll process your refund.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="unable-to-refuse-delivery">Unable to Refuse Delivery?</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">If you&apos;re unable to refuse the package, please don&apos;t open the box. You can return the order through our returns portal within 30 days, provided it&apos;s an eligible item.</p><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">Please see our full <a href="https://rhokea.gorgias.help/en-GB/uk-returns-1819778" style="color: #1c1c1c;"><u>returns policy</u></a> for more information.</p><div style="text-align: center; margin: 40px 0;"><a href="mailto:customercare@rhokea.com" style="display: inline-block; background: #F0EFE9; color: #1c1c1c !important; text-transform: uppercase; font-size: 16px; font-weight: 600; letter-spacing: -0.5px; padding: 15px 40px; text-decoration: none !important; border: 1px solid #6A6A6A;">CONTACT CUSTOMER CARE</a></div><p style="text-align: center; font-size: 12px; color: #6A6A6A; margin-top: 40px;">Last updated: June 2025</p></div>

Can I Update My Address In My Order?

Quick resolution process for missing or incorrect items - we'll make it right.

<div style="max-width: 800px; margin: 0 auto; padding: 40px 20px; color: #1c1c1c; line-height: 1.6;"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">We&apos;re sorry to hear there&apos;s an issue with your order. We&apos;ll resolve this as quickly as possible.</p><div style="background: rgb(237, 232, 227); padding: 20px; margin: 30px 0px; border-left: 3px solid rgb(106, 106, 106);"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 0; text-align: left;"><strong style="font-weight: 600;">WE&apos;LL MAKE THIS RIGHT</strong><br>Our team will investigate and resolve any missing or incorrect items promptly.</p></div><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="what-to-do-next">What to Do Next</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">Please contact our customer care team at <a href="mailto:customercare@rhokea.com" style="color: #1c1c1c;"><u><strong>customercare@rhokea.com</strong></u></a> with:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Your order number</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Photos of all items you received</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Photos of the packaging (including labels)</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Details of what&apos;s missing or incorrect</li></ul><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="why-we-need-photos">Why We Need Photos</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">Photos help us quickly identify what went wrong and speed up the resolution process. They also help us improve our packing procedures to prevent future issues.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="what-happens-next">What Happens Next</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">Once we receive your information:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">We&apos;ll investigate within 2 working days</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">We&apos;ll send the missing/correct items at no extra cost</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">No need to return incorrect items in most cases</li></ul><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="customer-care-hours">Customer Care Hours</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">Our team is available via email at <a href="mailto:customercare@rhokea.com">customercare@rhokea.com</a> - We aim to respond to all emails within 24 hours during business days.</p><div style="text-align: center; margin: 40px 0;"><a href="mailto:customercare@rhokea.com" style="display: inline-block; background: #F0EFE9; color: #1c1c1c !important; text-transform: uppercase; font-size: 16px; font-weight: 600; letter-spacing: -0.5px; padding: 15px 40px; text-decoration: none !important; border: 1px solid #6A6A6A;">EMAIL CUSTOMER CARE</a></div></div>

Something Is Missing From My Order Or I Received The Wrong Item

Rhokea

Packaging details, order modifications, address changes and resolving missing or incorrect items.

Ordering

How Do you Package Items?

Can I Edit My Order After It Has Been Placed?

Can I Update My Address In My Order?

Something Is Missing From My Order Or I Received The Wrong Item