Frequently Asked Questions – Discover Lorn Jean’s Sculptural Jewellery, Craftsmanship, and Online Shopping Guidance

Registering for an account on https://www.lornjean.com is not necessary to place an order online. However, we suggest that you do this so that you have easy access to view your order information all in one place.

To create an account, simply navigate to the My Account icon in the top right corner of the screen. Follow the sign up link to create a new account. 

To place an order online:

• Use the ‘Add to Bag’ button on product pages to add items you’d like to purchase to your shopping bag. 
• You can view the contents of your shopping bag at any time by clicking on the shopping bag icon shown in the top right corner of the screen. 
• Once you have added all of the items you wish to purchase, navigate to the shopping bag as described above. 
• Read the options within your shopping bag - adding a gift message if desired in the appropriate section labelled ‘Is this a gift?’. 
• Click the ‘Check Out’ button at the bottom of the shopping bag to proceed to the checkout page. 

From here, follow the instructions within the checkout to add all necessary delivery and payment details required to confirm and place your order. 

For UK orders, our store accepts all major credit cards including Visa, Visa Debit, Visa Credit, Mastercard, Maestro and American Express. We also accept payments via Shop Pay, Apple Pay, Google Pay and PayPal. There is also the option to pay with Klarna.

For International orders, the localised payment options available to you will be displayed on checkout. 

Yes, Klarna is available as a payment option on check out. This allows for you to pay for your purchase with Klarna in 3 instalments. Further information about Klarna and their user terms can be found here.

Please also refer to the Klarna Privacy Notice here.

Klarna is a payment option, provided by Klarna.

If the piece you’d love isn’t available, contact us and we will see what we can do for you. 

Your Lorn Jean jewellery will arrive beautifully presented in our classic handcrafted packaging. Each piece is carefully placed in a bespoke jewellery pouchette and luxury drawstring pouch, handmade in our studio. There is also an extra 'gift wrap' option on checkout which will include our seamless black box instead of a drawstring pouch.

We believe in the elegance of minimalism and craftsmanship, so even our packaging reflects the same attention to detail that goes into every piece.

Yes. On checkout, you can select the gift wrapped service for an extra charge if you would like your order to come in our signature seamless black box, gift wrapped. 

Our classic wrap comes without a box. Each creation is placed in a handmade small cotton pouchette, and then inside our luxury drawstring pouches. We craft these in our studio from a range of sustainable and natural luxury fabrics, ensuring your jewellery is protected.

On every order, you have the option to add a complimentary handwritten gift note.

Yes, we offer a complimentary gift note with any order as requested. Simply add your message into the dedicated field in your shopping bag.

Once your order has been dispatched, you’ll receive an email with a link to follow your shipment’s progress. If you have any issues or need further assistance, feel free to contact us directly, and we’ll be happy to help.

Lorn Jean jewellery is designed and refined in our Edinburgh studio, where the process begins with intricate 2D and 3D design. The pieces are then cast in the UK by master artisans, using the ancient lost wax casting technique. Once cast, we hand-finish each piece in our studio, ensuring it meets our superior standards before it reaches you.

Yes, all of our jewellery is hallmarked at the Edinburgh Assay Office. Each piece bears the official hallmark, including our Lorn Jean® LJ shield mark, the metal purity mark, and the Edinburgh Castle mark—assuring authenticity, quality, and heritage.

Yes, if requested, we do offer personalised engraving on select pieces. If you're looking to add a unique touch to your jewellery, please get in touch with us directly to discuss the options available.

For personalised or engraved pieces, please allow an additional 5-7 business days on top of standard shipping times. Each piece is carefully crafted and finished, and we want to ensure your request is completed with the utmost care and attention.

Unfortunately, personalised jewellery cannot be returned or exchanged, as it has been customised specifically for you. We encourage you to take care when placing personalised orders, and we’re happy to help guide you through the process to ensure your piece is exactly what you envision.

All of our jewellery is expertly cast and hand finished in the UK. If you ever have any queries please do not hesitate to contact us. We inspect and personally hand finish each piece, ensuring every creation is unique and crafted with the utmost care and meticulous attention to detail.

Every piece of Lorn Jean jewellery comes with a one-year warranty from the date of purchase. You will need the original receipt for your order. This covers any manufacturing issues. Our warranty does not cover general wear and tear. If you would like to request a cleaning or repair service for a Lorn Jean item that is either outside of our warranty or that you may have accidentally damaged, please get in touch and we can look at a bespoke fee for the service you require.

Please note, any items that have been altered by a third party jewellery become void for protection by our warranty. 

To maintain the beauty of your Lorn Jean jewellery, we recommend storing each piece in its original pouch when not being worn. It is important to separate pieces, including individual earrings in the two-section pouchette to avoid friction. Avoid direct contact with perfumes or harsh chemicals, and gently polish your jewellery with a soft cloth to retain its shine. As each piece is hand-finished to a high polish, a little care will keep it looking its best for years to come.

Read more on how to care for your jewellery.

At Lorn Jean, we do not currently offer bespoke design for our fine jewellery. However, our limited-edition pieces are crafted with individuality and artistry, ensuring each design feels truly special.

Our collections are crafted in limited quantities, and once a piece is sold out, it may not return. However, we encourage you to reach out to us and we can see what we can do for you.

At Lorn Jean, many of our pieces are crafted in limited numbers to ensure the highest standards of artistry and craftsmanship. For new and high-demand designs that have temporarily sold out, we offer a pre-order service, allowing you to secure a piece ahead of the next release. Pre-orders are typically completed within 3-6 weeks, with each piece meticulously cast in the UK and hand-finished in our studio.

This process provides an exclusive opportunity to own a piece made just for you, with careful attention to every detail. You will be kept updated throughout the pre-order journey, and as soon as your piece is ready, it will be dispatched for delivery.

Once your pre-order is placed, the crafting process begins within 24 hours. If, after receiving your pre-order, you wish to return it, and the item is not personalised or bespoke, you may do so in accordance with our returns policy.

Pre-ordered items are expected to ship within 3-6 weeks from the time of your purchase. You will receive a confirmation email with tracking details once your item is dispatched.

Our jewellery creations are meticulously crafted in the UK with premium materials and hand-finished to a superior polish. The 3-6 week wait time ensures each piece meets our standards for luxury and craftsmanship.

Yes, you may cancel or modify your pre-order as long as it hasn’t shipped yet. Please contact our client service team as soon as possible if you wish to make changes to your order.

Yes, you will be charged at the time you place the pre-order. This guarantees that a piece is crafted for you and that you are first in line to receive it.

Delays are very rare and we do our best to provide accurate delivery estimates. If an unforeseen delay occurs, our client care team will contact you via email to discuss your options and ensure a smooth resolution.

Yes, pre-ordered items are eligible for returns and exchanges according to our standard return policy, which allows returns within 14 days of delivery, provided the item is in its original condition. Bespoke or personalised items are not eligible for return.

Yes, once your pre-order ships, you will receive an email with tracking details so you can follow your item’s journey to you.

If you place an order that includes both in-stock and pre-order items, the in-stock items will be shipped immediately, and the pre-order items will follow once they become available. You will receive separate tracking information for each shipment.

No, the price at which you pre-order the item is final and will not change, even if prices adjust for future releases.

Creating an account with Lorn Jean is simple. Just click on the ‘Account’ icon at the top of the page and follow the prompts to sign up. An account allows you to track your orders and manage preferences.

If you're having trouble logging in, feel free to reach out to client care for assistance. The easiest way to do this is by clicking on the chat icon in the bottom right hand corner of the screen. This chat online function will allow you to send us a message.

Alternatively, please send us an email detailing your issue and we will get back to you as soon as possible.

We’re sorry to see you go, but if you wish to delete your account, please contact client care, and we’ll take care of your request promptly.

We’re always happy to assist with any questions or inquiries about our collections.

See our Contact Us page for a full list of contact options.

Our chat function is available 7 days a week from 9am-9pm. If our client care team is occupied, we will respond as soon as possible.