MOST frequently asked questions
Orders & Delivery
general
Please contact us at - info@thepromiseco.com and we will do our best to help. Please provide your order number if possible and as much information regarding your request.
Our customer service hours are 9am-5pm (UK time) Monday - Friday.
Order Fulfilment:
- Orders are shipped Monday–Friday.
- Any orders placed after 1pm (local warehouse time) on Fridays, will not be shipped until Monday.
Ready To Wear Pieces:
If the item is in stock and your order is placed before 1pm (local warehouse time). The order will be fulfilled on the same day.
Made To Order - Custom Lab:
These unique items are crafted just for you so once your order is placed - please allow 2-3 weeks for dispatch of your order.
Please note dispatch times are an estimate and may occasionally be extended due to busy periods, sales, or UK/ USA public holidays.
If you have any questions or need any additional help, please contact us at info@thepromiseco.com
UK Shipping (from our UK warehouse)
- Royal Mail 24 Hours: Delivery in 1 working day (order before 1pm GMT to receive your parcel the next working day).
- Royal Mail 48 Hours: Delivery in 2 working days.
USA Shipping (from our USA warehouse)
- Orders ship via DHL Express Domestic.
- Delivery takes 1–4 working days, depending on your shipping zone.
- All tariffs and import fees are already covered by The Promise Ring Co. LTD, so there are no additional customs charges for US customers.
International Shipping (all other countries from our UK warehouse)
- Europe: 2–11 business days.
- Orders under €150 (excluding shipping fees) ship with no import fees
- Canada, Australia & ROW: 3–17 business days.
Please note: Delivery times are estimates and may occasionally be extended due to customs delays, courier disruptions, or UK/ USA public holidays.
If you have any questions or need any additional help, please contact us at info@thepromiseco.com
Yes, all products are covered by a 5-year warranty to give you complete peace of mind against any manufacturing faults or defects.
These pieces aren't just jewellery; they are symbols of love, commitment, and cherished moments.
That's why we stand by our products. Full warranty terms here
Express Delivery
- UK Customers – Next Working Day delivery available with Royal Mail (order before 1pm GMT).
- USA Customers – Express shipping available nationwide, delivered in 1–4 business days. (Order before 1pm MST)
If you require your order sooner, please contact us at info@thepromiseco.com
We move quickly to get your order to you, so there's only a short window to make changes. Just email info@thepromiseco.com as soon as you can and we'll do our best to help.
Ready To Wear:
If your order hasn't been dispatched yet, we can usually help with changes like your address, ring size or a swap. Once it's left the warehouse, we're unable to make changes - but you're covered by our standard 30-day returns.
Made To Order - Custom Lab:
You have 60 minutes after ordering to amend your details - your engraving, birthstone, size or anything else. Just email us within that hour and we'll update it for you.
After 60 minutes, your piece moves into production, so it can't be amended or cancelled — and because each Lab piece is made just for you, Lab orders can't be cancelled at all once placed. This is why we ask you to check everything on your confirmation screen before you order.
UK Customers:
No duties or fees apply.
USA Customers:
Thanks to our new US warehouse, there are no tariffs or additional fees on your orders.
EU Customers:
Orders under €150 (plus shipping fees) ship with no import fees.
If the items in your basket exceed €150 (before shipping) please see below
Other International Customers: Deliveries outside of the UK and USA may be subject to customs fees, duties and taxes. These vary by country, and unfortunately we cannot control or predict the charges. For more information, please contact your local customs office.
Please note, we are not able to reimburse duties or taxes paid upon delivery.
If your order contains multiple items with different delivery timeframes, your entire order will follow the longest delivery date.
For example, if you order a ready to wear piece and a custom piece, both items will arrive in one parcel when the custom piece is finished, 2-3 weeks after placing your order.
To help reduce packaging waste and unnecessary shipments, we do not split ship orders. Everything will be sent together once the final item is ready.
If you require additional support with this please contact us and we will do our best to help - info@thepromiseco.com
Each Custom Lab piece is handcrafted specifically to your chosen specifications, including your selected design, metal, birthstones and/or engraving. Because of this, all Custom Lab orders are made to order and are final sale.
They cannot be returned or exchanged unless they arrive with a manufacturing fault.
All our rings are hand set and crafted by our master jewellers in 2-3 weeks, then they will dispatch as per your local shipping estimate.
Returns & Exchanges
Ready To Wear:
We want to make sure your item fits just right! If it doesn't, you're eligible for an exchange.
Please email info@thepromiseco.com to start the process
We will exchange any ready to wear item you are unhappy with if returned to us in its original, unaltered condition within 30 days from when you received it.
Made To Order - Custom Lab:
Because each Lab piece is made specifically for you, Lab orders are final sale. That means no returns or exchanges.
You'll have 60 minutes after ordering to amend your details; after that your piece is in production and can't be changed. So please check everything before you order.
And if a Lab piece ever arrives faulty, we'll always make it right — see our 5-year warranty.
Please see our refund policy for full details.
Ready To Wear Pieces:
Yes! If your ring doesn't fit, or you simply don't love it, you can return it by emailing info@thepromiseco.com
We will refund any item you are unhappy with if returned to us in its original, unaltered condition within 30 days from when you received it.
Made To Order - Custom Lab:
Because each Lab piece is made specifically for you, Lab orders are final sale. That means no returns or exchanges.
You'll have 60 minutes after ordering to amend your details; after that your piece is in production and can't be changed. So please check everything before you order.
And if a Lab piece ever arrives faulty, we'll always make it right — see our 5-year warranty.
Please see our refund policy for full details.
We will notify you once we’ve received and inspected your return, once your refund is approved please allow up to 10 working days for your bank to have cleared the transaction.
Please see our refund policy for full details.
We appreciate that when it comes to unique gifts, you prefer to plan ahead. Before making your purchase, kindly reach out to us at info@thepromiseco.com, and we'll be happy to assist you.
If a longer timeframe is authorised, we can arrange this on an exchanges only basis (no cash refunds), provided that the ring passes our quality inspection upon return.
If it is proven that there is a fault with the good once inspected, we will credit you the cost of your return. There otherwise returns are at the cost of the customer.
Please see the refund policy for details.
Quality & Materials
Promise Co. jewellery comes in sterling silver with rhodium plating OR 2.5 microns of 18k or 14k gold-plating, known as Gold Vermeil
All pieces are engraved with 925 for metal authenticity and our "The Promise Co" engraving for quality assurance
Our pieces feature conflict-free simulated diamonds, hand-set stones for a flawless finish
Our Promise stones boast a 2.18 refractive index, MOHS rating of 8.5, perfect for everyday wear with care
To compare: Diamonds have a 2.41 refractive index and MOHS rating of 10, Swarovski Crystals sit at around 1.6 refractive index, MOHS 6-7
We aim to provide diamond-like sparkle at a fraction of the cost, using our exclusive clear or emerald cut patterns for enhanced clarity
(Pronounced Ver-may!)
Gold Vermeil is not to be mixed up with normal gold plating… it is a thick layer of solid 18k Gold on top of Sterling Silver base, meaning you get the look and feel of solid gold at a fraction of the price!
We use 18k gold that is a minimum of 2.5 microns thick, as required by the Federal Trade Commission to classify vermeil, layered over sterling silver.
Did you know? Plating as thin as 0.1 microns can still be classed as Gold Plated!? Our plating is 25 times thicker than this (crazy right)
Gold Vermeil is resilient, but for lasting shine:
- Minimise exposure to sweat and water
- Remove before exercising or washing hands
- Avoid perfumes and lotions
- Be gentle when using hand sanitiser
- Clean with a dry cloth
- Store in a dry place when not worn for daily protection
- Do not wear your ring in the pool, harsh chemicals and Chlorine can cause corrosion
925 Sterling Silver is an alloy made of 92.5% pure silver and 7.5% copper. To make sure your Sterling Silver
On top of a sterling silver base we plate jewellery in rhodium, which makes your ring extra durable and shiny. Rhodium is one of the costliest precious metals due to its rarity
Sterling Silver is perfect for everyday wear, but to ensure your ring lasts as long as possible:
- Remove before exercising, washing hands, or showering
- Polish gently with a silver cloth for tarnished jewellery
- Skip perfumes and lotions while wearing
- Be cautious with hand sanitiser
- Store in a dry place when not worn
- Do not wear your ring in the pool, harsh chemicals and Chlorine can cause corrosion
Sizing & Support
Need sizing help or advice on keeping it a secret? Email us at info@thepromiseco.com and we can help you figure out a ring size.
We recommend ordering a standard ring sizer from Amazon, they usually look like a key chain with lots of metal rings. Once you've got your size you can use our handy guide below to convert it, or email us for help.
Use our size guide to find your perfect fit
If you need personalised support on picking the perfect ring, email our team at info@thepromiseco.com and we will do our best to support.
We understand accidents happen and we know how precious all our pieces are to each customer.
Email us a picture of the damage to info@thepromiseco.com and we will do our best to support you with solutions
Promise Ring FAQs
A promise ring is your own wearable story. It’s purpose: a constant reminder of a Promise.
Traditionally, Promise Rings are given between couples to symbolise their love
Today, there really are no rules when it comes to the promise ring. It can be a gift for your lover, your bestie, your mum, sister or yourself.
Promise rings can serve as a powerful reminder of the promises we make to those we care about.
A very popular question... is a Promise Ring just another version of an engagement ring in a relationship.
The short answer, no.
Promise rings can be given for a variety of reasons:
Loyalty in Relationships: A Promise ring is a brilliant way to show your commitment and seriousness in a relationship, a way to show your partner your love and that your Promise to stay together through thick & thin!
A celebration of a milestone: Whether in a relationship or gifting to a loved friend or family member, a birthday, anniversary or milestone event (like graduating!) are great times to buy someone a Promise Ring. It will serve as a little reminder of such a special time and give you the opportunity to make a Promise.
Long Distance: Long distance can be tricky, but having something to look at everyday to "feel" your partners presence can certainly help. A Promise Ring is a way to feel constantly connected to your partner no matter the miles between you.
A promise of future engagement or marriage: you may not be able to get married due to age, finance or geographical location. You may not even want a wedding... but like the idea of that next step in commitment and want something on your ring finger to say to the world you are in a loving relationship! A Promise Ring is your way of showing commitment without the wedding.
Acknowledging a Significant Change: Given during times of significant change, like job transitions, relocations, or other life-altering events... We have seen people buy Promise Rings for their partners as "Push Presents" as a Promise to be a great dad (Super cute)
We like to think of a Promise Ring as your own "Wearable Story", it can be a Promise or a reminder of anything that is meaningful to you!
The promise ring wasn't an "official concept" until the 1970s but the idea started in the ancient times...
Going right back to ancient Rome, the ‘betrothal ring’ was given as a kind of promise ring. In ancient Greece, rings were worn as a way to keep a loved one constantly on their mind (We love that!)
Fast forward to the early 1700s, where the "poesy ring" became popular. It was a ring engraved with a poem or promise to a friend or lover.
But it didn’t get called a promise ring until the 1970s when it was known as the official pre-engagement ring.
Today, The Promise Ring Co. is on a mission to redefine the Promise Ring. Whether that be a Promise to yourself, a loved one, your bestie... your mum... every ring is its very own wearable story.