Frequently Asked Questions

What metals do you work in?

All of my lockets and matching earrings are available in sterling silver, 9ct gold, or 18ct gold. All items carry the Edinburgh Assay Office hallmark - an official guarantee of the metal and purity. Another lovely thing about hallmarked jewellery is that a date letter confirming the year the piece was made is also applied, along with the Maker’s Mark, which in Letters to Jinny’s case is HL in a little square.

What finishes do you offer?

 Sterling silver finishes are available in plain silver (white), oxidised (black), and 18ct goldplated (yellow & rose).

Oxidised: Silver naturally oxidises over time and darkens. However when you choose an 'oxidised' finish, we have quickened this process of darkening to achieve a dark grey or 'black' finish. This is not to say that the finish is permanent, as jewellery that is oxidised will naturally polish on high-wear areas. We like to think this adds to the ageing and history of your piece!

Goldplated: Goldplating is where a thin layer of gold is fused to the surface of the silver using an electroplating bath. This gives a beautiful golden finish, but at a fraction of the cost of solid gold. It also means that eventually the gold will wear away over time in high-wear areas, just like the oxidised finish.

All finishes (plating/polishing/oxidising etc) are, in essence, temporary and will dull through wearing. The rate at which finishes diminish is dependent upon wear. Items where finishes dull over time fall under ‘customer wear & tear’ and are not available for return. We are happy to bring your piece back to it's former glory if you so wish, with reconditioning prices varying depending on item. To have a piece refinished please get in touch and we can sort this out for you. Please also see our Repairs and Reconditioning section below.

In both 9ct & 18ct gold, the different colour options denote the differing alloys of gold. Yellow means yellow gold, rose means rose gold (which contains copper, hence the rosey hue), and white means white gold (which contains mainly silver as a component metal, amongst others such as palladium or nickel).

All lockets are finished with a fine brushed surface texture.

Can I personalise my locket?

Yes! At the very heart of Letters to Jinny is the belief that your story is the most important aspect when it comes to choosing your locket. There are numerous ways to make your locket your own:

  1. Every locket (excluding the Bauh & Frye Lockets) comes with a blank piece of paper for you to write your own personal note on. We also offer to print your message onto the notepaper as we know not everyone is confident writing small.

  2. All the lockets have a blank space either on the back or inside the lid which can be engraved with a name, date, or even a small message. The amount of characters depends on the size of locket, and some of the lockets have scope for a truly unique engraving.

  3. For the Bauh Locket & Frye Locket there are spaces for photographs. Templates for printing and cutting your own photos out can be found HERE.

  4. On the Thedra Locket there are blank spaces within the surface pattern which can be set with up to 12 small hard precious gemstones. If this is an addition you would like to make, please get in touch.

  5. All lockets are supplied on their optimum length chain, however there is some wriggle room on this and so if there is a specific length of chain you would prefer, please do get in touch and we can work together ensure your locket fits your needs.

For any personalisation not available in the Extras section of the Shop we will create a bespoke quote for you before carrying out any work. For details on how commissions work, please see the Terms of Business section below.

How will my order arrive?

Your order will arrive in a plain envelope with a Letters to Jinny branded return address label. Inside the parcel your jewellery will be packaged in a grey branded jewellery box with olive green tissue. If you have opted for giftwrap at checkout then your order will be wrapped in olive green tissue paper. If the recipient and shipping details are different to those of the person who placed the order, then we will assume that the order is a gift and we wont put a receipt. We can include a personal message along with any gift, simply enter these details at checkout.


All of our pieces can be engraved, and are hand-engraved where possible, with pricing depending on the length of text and size of characters.

Text up to 4mm in height:

£40 for up to 10 characters

£60 for up to 20 characters, £4 per character thereafter.

Text over 4mm in height:

£50 for up to 5 characters, £9 per character thereafter

If you leave your engraving information in the Special Requests form at Checkout, we’ll get back to you to confirm the finer details and organise payment.

How can i clean my jewellery?

There are a number of ways to go about cleaning your jewellery. The first and most important method is preventative by looking after your jewellery as best you can.

Jewellery Care & Storage

As described in the above FAQ about colours of metal, all silver tarnishes with time, and all finishes are, in essence, a temporary state. To maintain this as long as possible we recommend the following measures:

  • When not being worn store your locket and earrings separately in their original boxes. This avoids tangling and scratching, as well as delaying tarnishing.

  • Do not apply perfumes, lotions, sprays or hairsprays either on the area where your jewellery will touch your skin, or apply whilst wearing your jewellery. These liquids and creams will either react with the metal, and/or build up a residue on the surface of the metal.

  • Do not wear your jewellery when in water of any kind. The lockets contain paper parts which will spoil if they get wet or damp, so please take particular care to keep them dry.

  • It is best not to wear your jewellery during exercise of any kind, such as the gym, gardening or cleaning, as this will ensure your jewellery is not accidentally damaged. Perspiration can also contribute to the tarnishing of your jewellery.

  • Lastly heat will speed up the process of tarnishing, and so keep your jewellery away from heat sources such as sunlight, radiators, or hot bulbs.


To clean up a piece yourself we recommend a few different ways:

  • For unlined lockets only we recommend hot soapy water and a soft toothbrush. Be sure to remove the notepaper first! Use gentle brushing motions, following the direction of the original finish if possible.

  • For lined lockets we recommend using a polishing cloth, available from most high-street jewellers.

  • For plain white sterling silver unlined lockets and earrings, you can use a silver dip (also available from most high-street jewellers). Be sure to only place items in for 30seconds max, and be sure to agitate the items in the solutions. Then rinse thoroughly with cold water. Be careful to wash your hands thoroughly afterwards, along with the area in which you have used the dip as it is a very strong chemical mix and will cause irritation to skin. It will also cause stainless steel to rust, so be sure to wash down your stainless steel sink afterwards.

  • Alternatively you are welcome to return your piece to us for reconditioning. Please see the Repairs & Reconditioning section below for details.


Terms of Business

stock & bespoke orders

‘Stock’ applies to all sterling silver lockets & sterling silver earrings. These are items we aim to have in stock although this may not always be possible depending on specific colourway / chain length.

‘Bespoke’ applies to all 9ct gold and 18ct gold lockets & earrings, and any orders with personalisation/customisation. All 9ct gold and 18ct gold items are made to order as we do not carry a stock of designs in these metals. As such this means that they are not eligible for return, apart from in situations outlined below in the Returns section. We ask for your particular care and attention when ordering any gold items.

Personalisation/customisation applies to any metal, and refers to any alterations to chain lengths, addition of stonesettings, engraving of any surface, and any other specifically requested alteration to design/colourway/measurements or bespoke combination.

We cannot accept any returns on bespoke or personalised items, so we ask for your particular care and attention when ordering these pieces. Please see the Returns section below for full details.

For all Bespoke Orders placed outwith the website we require a 50% deposit to confirm your order, with the balance due upon completion of your order, prior to delivery/collection. Goods remain the property of Letters to Jinny until paid for in full.


Orders placed online through the Letters to Jinny website are taken through Stripe (you can learn about Stripe here), or Paypal,

Orders placed via email or over the phone are taken via bank transfer, or iZettle (you can learn about iZettle here). Your order will only be confirmed was payment has been received.

Orders taken in person can be made via iZettle or in cash.

Our payment methods accept all major credit & debit cards.


All of our jewellery is sent using Royal Mail Special Delivery as this is a trackable and fully insured service. This also means that a signature is required upon delivery and will be delivered by 1pm on day of delivery.

Delivery starts at £7.00 for UK orders / £15.00 for Worldwide orders

As most of our items are made-to-order please be aware that it can take between 2-6 weeks for delivery.

However, we do also hold a small stock of ready-to-go items, so in some cases the items will already be made and so delivery in this case is 3-5 working days from placing order. We will always email to confirm delivery time once an order is placed, but you are welcome to enquire delivery time before you place your order.

If you need items by a specific date, just send us a wee message before placing your order, and we'll let you know if your date is achievable.

Returns & cancellations

You may cancel your order within 24hrs of placing it, please email Hannah immediately.

We hope you will be delighted with your Letters to Jinny piece. If however for some unfortunate reason you are not entirely satisfied with your piece, please contact us.

If your item is faulty, please notify us within 14 days of receiving your piece, and return the piece to us within 28 days of purchase in it's original, undamaged packaging. We'll email to let you know we have received it back with us safe and well.

We will repair/replace/refund items which are found to be faulty. Refunds will be issued only where an item is found to be faulty and a repair or replacement is not a viable option.

We cannot accept any returns on bespoke or personalised items, so we ask for your particular care and attention when ordering these pieces. Please be aware that all 9ct gold & 18ct gold items are made to order and as such are considered a bespoke item. This means that they are not eligible for return unless a manufacturing fault has been found.

A return due to ‘change-of-mind’ applies solely to unworn website stock items* bought via the website. For stock items bought from us in person (where you have been able to handle the item prior to purchase) a credit note or alternative stock item exchange will be given provided that the item is unworn and both the item & packaging are undamaged and intact. The amount eligible for exchange/refund will be the total value of returned stock. Original postage costs are non-refundable. Buyer is responsible for all return postage costs.

* ‘stock items’ refers to sterling silver lockets & sterling silver earrings


Repairs for items damaged or broken through customer wear & tear are available, with price agreed before any work commences. Customer is is responsible for all postage costs for wear-and-tear repairs.

It is possible to bring your piece back to it’s original condition when you first received it. This can include cleaning, refinishing, and re-plating. Reconditioning starts at £30, but we will quote you on a case by case basis, with price agreed before any work commences. Customer is is responsible for all postage costs for reconditioning.

Please be aware that if your locket is lined, then the lining paper will need to be replaced in most cases when a repair or reconditioning is carried out. We offer to replace your lining paper for free the first time, and thereafter a Lining Paper charge will be added to the cost of the repair/reconditioning. Please also be aware that although the same paper choice is possible, the exact same part of the pattern is not guaranteed. This is due to the nature of the paper and how we cut it.

Design Rights and Copyrights remain the sole property of Letters to Jinny. Prices are correct at the time of publication. Letters to Jinny reserves the right to review their prices at any time.