FAQ

Our most frequently asked questions right now.

BROWSE OUR

Frequently Asked Questions

Will I get my order in time for Christmas/by a specific date?

Please see Shipping & Returns page HERE

Why is it taking so long to get a response to my message?

Sincere apologies that we are unable to respond to all individual queries arriving to our inbox and social media accounts right now, particularly about variations of items available on the website, or potential custom orders. Since the Duchess of Cambridge appeared wearing All The Falling Stars jewellery in September, we have been inundated with requests, messages and inquiries from all over the world – more than we could possibly get through and respond to individually if we didn’t eat or sleep between now and Christmas!! Our new FAQ page here will hopefully answer some of your queries. If you do need to get in touch, please know we are doing our best to prioritise responses to those who have placed orders with us already and need to amend these, although there may be delays in responding, we will get to each one of these messages in order.

I signed up to be notified when something was back in stock - it is back in stock now, so why I didn’t get an email?

Our back in stock notification system will let the first people who signed up to be informed know when an item is back, depending on how many items are available. When we have so many people waiting to hear about a single item, it doesn’t make sense to send a thousand emails saying it is back in stock when there are only 50 available, and then have most of those people disappointed – so in the spirit of fairness, the first to sign up are the first to be notified, and so on, as the next batches of pieces are released. If you have happened upon your item back in stock, and manage to get one earlier, yay! We are simply trying to be fair to everyone by notifying the people next in line, as each item comes back into stock following our sell out.

I got an email to say that an item is back in stock, but on the website it says it is out of stock - is this a mistake?

We currently do not have the capacity to meet the increased demand for all of our pieces of jewellery – we are working on this, but it takes time, and our workshop is affected by COVID19 Level 5 lockdown restrictions in Ireland at the moment. In the meantime, you may receive a notification that an item has returned for sale, however due to the number of people waiting for items right now, it may have sold out again by the time you come to purchase it. We are sorry about this. There is a limited capacity to release items in small batches, so inevitably some people will be disappointed and unable to purchase the piece they are waiting for. We hope to become bigger and better able to accommodate the very new and unexpected demand we are currently experiencing, in the new year, but with current restrictions it is simply not possible right now, unfortunately.

Will I be able to buy the jewellery worn by the Duchess of Cambridge in time for Christmas?

If you have already placed an order for this jewellery, your pieces are in the process of being made and readied for dispatch, and will be with you before Christmas. We have only taken orders for as many jewellery pieces as we have the supplies in stock to make.

If you do not have an existing order for these pieces, then I would not rely on getting this jewellery as a Christmas present this year. Even though we may be able to re-stock these pieces in the coming weeks, unfortunately there are many more people waiting to buy the pieces than there is capacity to produce them at this time. The necklace and earrings will be released in small batches as they become available, and our in stock notification system will inform those earliest to sign up, once the pieces become available for order. We hope to be able to increase our capacity to produce this jewellery in the new year, and to expand the options to include silver versions, however Level 5 lockdown restrictions introduced in Ireland from October through to December, are currently limiting this effort.

We are not going anywhere though, and will be making these particular pieces for a long time to come, so for those of you who are happy to wait, there will hopefully be plenty of these necklaces and earrings available in the future!

I forgot to enter the initials I want on my necklace, can I email them to you?

Yes!  Absolutely, if you have sent an email containing the initials you require for your personalised necklace, the email will be matched to your order, and your necklace will arrive with your requested initials/symbols stamped on it.

Can you make a version of this necklace to accommodate two/four/five initials?

There will be limited stocks of a five disc version of the necklace made available as soon as we have additional supplies in stock. The necklace needs to be symmetrical with a central disc to hang properly on the chain. Heart, star and ‘&’ symbols will be available for the fifth disc in the case of four initials. The same applies for having two children’s initials on the three disc necklace – you may wish to have a heart or ‘&’ symbol on the central disc, with the two initials on either side. Alternatively, two initials may be added to the single Personalised Layered Disc Necklace which is in the same style as the necklace worn by the Duchess of Cambridge.

We will not be able to send customers an individual text/email/social media response when these are in stock, as has been requested by many, but you are welcome to use the in stock email notification button on the listing for the three disc version of the necklace for now, and when these are back in stock, a limited number of five disc necklaces will be added to the website too.

When purchasing personalised jewellery, please remember to use the notes section on the checkout page to say what initials you would like!

Can you make a silver version of jewellery worn by the Duchess of Cambridge?

We are currently working on developing the silver version of this jewellery. There is no guarantee that a sliver version will be available in time for Christmas, however we are doing our best to source supplies in this regard.

Can I pre order (backorder/order in advance) the jewellery worn by the Duchess of Cambridge?

We have had to close backorders for these items temporarily, due to the overwhelming number of orders that were placed all at once following this jewellery appearing in the media. We cannot give a specific ‘back in stock’ date at this time, as we are relying on our suppliers to dispatch metal as soon as they can, before we are in a position to take further orders. If you have already placed an order, this is in the process of being made and readied for dispatch, as we have only taken pre-orders for jewellery pieces that we have the supplies in stock to make.