Here you can find answers to the most frequently asked questions

Preguntas frecuentes

¿Realizan envíos al extranjero?

FEROYAL colabora con una red global de socios de abastecimiento y logística cuidadosamente seleccionados, lo que nos permite atender a clientes en una amplia variedad de destinos.

La disponibilidad del envío depende de tu lugar de entrega y se confirmará durante el proceso de pago.

¿Cuánto tardará en llegar mi pedido?

Dado que FEROYAL colabora con socios internacionales de abastecimiento y logística, los plazos de tramitación y entrega pueden variar en función del producto, el destino y la disponibilidad.

Además, es posible que algunas piezas se envíen por separado.

Una vez que se haya enviado tu pedido, te facilitaremos la información de seguimiento, siempre que esté disponible, para que puedas seguir su recorrido.

Agradecemos sinceramente tu paciencia mientras tu pedido llega a tu destino.

Where will my order be shipped from?

FEROYAL works with carefully selected international sourcing and fulfilment partners.

Depending on the product and availability, your order may be dispatched directly from one of our international partners.

This allows us to offer a wider curated selection without limiting the FEROYAL world to products held in a single location.

Can items from the same order arrive separately?

Yes.

Because products may be fulfilled from different locations, items from the same order may occasionally arrive in separate packages and at different times.

Where available, you will receive tracking information for each shipment.

Will I receive tracking information?

Where tracking is available, you will receive tracking details once your order has been dispatched.

Please allow some time for tracking information to become active after the carrier receives your parcel.

He introducido una dirección de envío incorrecta. ¿Qué debo hacer?

Enviamos los pedidos a la dirección indicada al finalizar la compra.

Si detectas que tu dirección de entrega se ha introducido incorrectamente, ponte en contacto con nosotros lo antes posible a través de nuestro formulario de contacto o envíanos un mensaje directo en Instagram a @feroyal.official.

Haremos todo lo posible por ayudarte antes de que tu pedido entre en fase de tramitación.

Ten en cuenta que, una vez que un pedido haya sido procesado o enviado por nuestros socios de transporte, es posible que ya no podamos intervenir en la entrega.

Si un paquete es devuelto debido a una dirección incorrecta, se emitirá un vale de tienda por el importe del pedido, descontando los gastos de envío aplicables, para que lo utilices en tu próxima compra.

¿Puedo cancelar o modificar mi pedido?

Si deseas cancelar o modificar un pedido, ponte en contacto con nosotros lo antes posible.

Dado que los pedidos pueden pasar rápidamente a la fase de tramitación a través de nuestros socios internacionales de logística, no podemos garantizar que sea posible realizar cancelaciones o modificaciones.

Una vez que haya comenzado la tramitación, es posible que ya no podamos realizar cambios en tu pedido.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes or other charges depending on the destination, shipping origin and local regulations.

Where duties or taxes are collected by FEROYAL during checkout, they will be reflected in the amount shown to you.

Where they are not collected at checkout, additional charges may be payable upon import or delivery.

FEROYAL does not control charges independently imposed by customs or local authorities.

For more information, please refer to our Shipping Policy.

RETURNS & EXCHANGES

Can I return an item?

Yes, where a return right applies.

If applicable consumer law gives you a statutory right to withdraw from an online purchase, you may exercise that right within the legally prescribed period. For eligible consumers in the European Union and European Economic Area, this is generally 14 days after receiving the goods.

Outside a statutory return right, FEROYAL may also consider discretionary return requests on a case-by-case basis.

Please contact us before returning an item so that we can provide the appropriate return instructions.

For full details, please refer to our Return & Refund Policy.

Can I exchange an item?

Change-of-mind exchanges may be considered subject to product availability and return eligibility.

If the requested replacement is unavailable, we may offer another appropriate solution.

Your statutory rights relating to faulty or non-conforming goods remain unaffected.

Are any items excluded from returns?

Certain products may be excluded from change-of-mind returns where permitted by applicable law.

Examples may include:

  • Personalised or engraved products
  • Products made specifically to your requirements
  • Certain sealed products that are unsuitable for return for genuine health or hygiene reasons once the seal has been removed

Any applicable exclusion will be communicated where appropriate.

This does not affect your rights if a product is faulty, damaged, incorrect or otherwise not in conformity with your order.

Who pays the return shipping costs?

For a change-of-mind return, the direct cost of returning the item is generally the responsibility of the customer, except where applicable law requires otherwise.

If an item is faulty, damaged, incorrect or otherwise not in conformity with your order, return costs will be handled in accordance with applicable consumer law.

Please contact us before sending anything back.

How will I receive my refund?

Where a return is approved, FEROYAL may offer store credit of an equivalent value to use towards another FEROYAL purchase.

Where you are legally entitled to a monetary refund, you may choose to accept store credit instead. If you do not expressly choose store credit, any legally required refund will be made using the original payment method.

Discretionary returns accepted outside a statutory refund right may be issued as FEROYAL store credit.

Please refer to our Return & Refund Policy for full details.

What if my item arrives damaged, faulty or incorrect?

Please contact us as soon as reasonably possible if your item arrives damaged, incorrect or appears to be faulty.

To help us resolve the issue efficiently, please include:

  • Your order details
  • A brief description of the issue
  • Clear photographs of the product
  • Photographs of the packaging where relevant

We will review the information and work with you towards an appropriate solution.

Your statutory consumer rights remain unaffected.

What should I do if my tracking says delivered but I cannot find my parcel?

First, we recommend:

  • Checking the delivery location and surrounding area
  • Checking with household members, reception or neighbours where appropriate
  • Reviewing any delivery notice from the carrier
  • Checking the latest tracking information

If you still cannot locate the parcel, please contact FEROYAL with your order number and tracking information so that the matter can be investigated where appropriate.

PRODUCTS & JEWELLERY

What is demi-fine jewellery?

Demi-fine jewellery sits between traditional fine jewellery and fashion jewellery.

At FEROYAL, our demi-fine selection focuses on elevated materials and finishes such as sterling silver, gold plating, pearls, gemstones and other quality materials - designed to bring a more refined approach to everyday jewellery.

You can discover more in our Demi-Fine Jewellery guide.

What materials are FEROYAL jewellery pieces made from?

FEROYAL offers jewellery across a range of materials and finishes, including:

  • 925 sterling silver
  • 14K and 18K gold-plated finishes
  • Solid 14K and 18K gold
  • Natural freshwater pearls
  • Gemstones
  • Moissanite
  • Lab-grown diamonds

Materials vary by product.

Please always refer to the individual product page for the exact composition and specifications of the piece you are considering.

Will my jewellery look exactly like the photographs?

We aim to represent every product as accurately as possible.

However, slight variations in colour, tone, texture or appearance may occur due to lighting, photography, screen settings, manufacturing processes or the natural characteristics of materials such as pearls and gemstones.

These subtle variations can be part of the individual character of a piece.

How should I care for my FEROYAL jewellery?

Jewellery care depends on the material and finish of your piece.

As a general rule, we recommend:

  • Keeping jewellery away from excessive moisture
  • Avoiding direct contact with perfumes, cosmetics and harsh chemicals
  • Removing jewellery before swimming, showering or exercising where appropriate
  • Storing pieces separately in a clean, dry place
  • Gently cleaning jewellery with a soft cloth when needed

Please refer to the product description and our jewellery-care guidance for material-specific recommendations.

Does FEROYAL offer more than jewellery?

Yes.

FEROYAL is conceived as a world of modern royalty, not simply a jewellery store.

Alongside our jewellery collections, the FEROYAL Lifestyle Edit includes carefully selected pieces across areas such as:

  • Jewellery care, display and travel
  • Home décor
  • Hair and personal adornments
  • Elevated everyday accessories

The FEROYAL world will continue to evolve with new categories that naturally complement our aesthetic and philosophy.

What if my item arrives damaged, faulty or incorrect?

Please contact us as soon as reasonably possible if your item arrives damaged, incorrect or appears to be faulty.

To help us resolve the issue efficiently, please include:

  • Your order details
  • A brief description of the issue
  • Clear photographs of the product
  • Photographs of the packaging where relevant

We will review the information and work with you towards an appropriate solution.

Your statutory consumer rights remain unaffected.

PAYMENTS & OFFERS

What payment methods do you accept?

FEROYAL accepts a range of secure payment methods through our online checkout.

Available payment options may vary according to your country, currency and device.

All payment methods available to you will be displayed at checkout, before you complete your purchase.

Can I use more than one promotional code?

Unless otherwise stated, only one promotional or discount code may be applied per order.

Individual promotions may have additional conditions, exclusions or expiry dates.

¿Está disponible la página web de FEROYAL en diferentes idiomas?

Sí. FEROYAL es una marca emergente con una comunidad internacional en crecimiento, y queremos que nuestro mundo resulte accesible para las mujeres, estén donde estén.

Hasta ahora, nos hemos esforzado por traducir nuestra página web a seis idiomas, con el fin de ayudar a más mujeres a descubrir, explorar y comprar en FEROYAL en un idioma que les resulte familiar. Si detectas algún error de traducción o alguna expresión que se pueda mejorar, no dudes en hacérnoslo saber: ¡te agradecemos de verdad tu ayuda!

Aunque es posible que algunas traducciones aún no sean 100 % perfectas, las estamos perfeccionando continuamente y esperamos que hagan que tu experiencia con FEROYAL sea más fácil y agradable.

La realeza moderna no tiene fronteras.

THE FEROYAL WORLD

What is the FEROYAL world?

FEROYAL is built around one idea: modern royalty is not a title, but a way of living.

It is a world of jewellery, adornments, interiors, rituals and inspiration created around beauty in the everyday.

For us, modern royalty is confidence, self-respect, elegance, ambition and choosing to make even the smallest moments feel special.

FEROYAL is more than a place to shop. It is a world to discover.

Who is the FEROYAL woman?

Ambitious. Elegant. Curious. Feminine.

She knows her standards, celebrates beauty without waiting for a special occasion and is continually becoming the woman she chooses to be.

There is no single way to be a FEROYAL woman. Modern royalty is yours to define.

How can I join the FEROYAL community?

You can join the FEROYAL world by subscribing to our email community for new arrivals, exclusive updates, inspiration and member benefits.

You can also follow @feroyal.official on Instagram and FEROYAL on Pinterest for styling inspiration, new discoveries and more from the FEROYAL world.

COLLABORATIONS & CONTACT

Do you work with creators, ambassadors or partners?

Yes.

FEROYAL welcomes enquiries from creators and partners whose aesthetic, audience and content naturally align with the FEROYAL world.

Collaboration opportunities are reviewed individually based on brand fit, audience, content style and the proposed partnership.

If you are interested in working with us, please contact FEROYAL with:

  • A short introduction
  • Your social-media links
  • Your collaboration proposal

How can I contact FEROYAL?

We would be happy to hear from you.

You can reach FEROYAL through:

Email: info.feroyal@gmail.com

Contact Form: Available through our website under “Contact”

Instagram: @feroyal.official

We typically aim to respond within 48 hours.

For enquiries regarding an existing order, please include your order number where available.