FAQ's

Product Information

What materials have been used in my product?

To find out what materials have been used in each product, please look in the individual product description.  

Will my earrings look exactly the same as the ones in the listing? 

For every listing there are normally several pairs and as each earring is handmade each one is unique and has slight variations. Therefore, the pair you receive may differ slightly from the product photographed. Patterns, pattern placement, colours and design can vary slightly from pair to pair.

Will my product be exactly the same colour as the photograph in the listing? 

Whilst photography is checked to make sure it is as close a representation of the true colour for each piece as possible, please note colours can vary between different screens and therefore colours may not be exactly the same.

What is polymer clay?

Polymer clay is a non-toxic oven hardening clay made of plastic powder (PVC), plasticiser and additive.

What materials have been used to create my earrings? 

For information on exact materials used for each pair of earrings please refer to the individual product description.

Are all your earring posts hypoallergenic? 

All earring posts and hoops that we use are hypoallergenic and are either silver plated brass or surgical steel, both of which are high quality materials.

How do you attach your earring posts?

We use the embedding technique to attach our posts to the polymer, unless stated otherwise in the product description. This involves sandwiching the base of the post between two pieces of polymer clay. By embedding the earring posts into the polymer clay the fixing is strong and durable for everyday wear.

How come the colour of the earring posts embedded in the back of my earrings are silver and the jump-rings are a gold?

All earring posts that are embedded are silver, even in earrings that include other gold findings. This is due to us wanting to ensure a high quality product and as such, we have not been able to source surgical steel gold post at this time. The posts are not visible from the front and also nearly impossible to tell from the back when wearing and as such will not impact on the aesthetic of the earrings. Please refer to product description to be informed which materials have been used.

How come my posts have slightly tarnished and can I do anything about it?

Unfortunately, silver plated brass posts may in some circumstances tarnish due to the brass becoming exposed. This typically happens if left in a damp area or if the plating has worn off. However, this does not effect the durability or strength of the product and can be cleaned with a soft cloth to remove. Surgical steel posts will not tarnish.

Do you have any quality controls in place?

Yes, we do. All out products are checked before being listed as well as before being dispatched. We take it as our personal duty to insure all our products are to the highest standard. 

However, please note although the upmost care has been taken to create every pair of our earrings, they are a handmade products with handmade quality's. Therefore, there may be small air bubbles, finger prints, specks of dust or lint fibres present in the clay. Hannah works hard to remove all during the process, however it is sometimes unavoidable, especially in lighter colours. These qualities are not recognised as imperfections and does not impact on the quality of the product (eg strength or longevity).

What earring backs will my earring come with?

The earring backs that are included are in most cases comfort backs to ensure the earrings are comfortable to wear, more supportive and provide the best security to the wearer. 

They come in either silver plated or stainless steel. However, some of our earring styles do come with stainless steel scroll-backs instead as they are better suited to the style. Please refer to individual product description to know which are included. 

What type of jump-rings do you use? 

All our jump-rings are made from either surgical steel or stainless steel, this is to ensure there is no visible tarnishing or wear that will effect the aesthetic of the earrings. This includes silver, gold and rose gold jump-rings. 

I broke my earrings, is there anything that can be done?

We're sorry to hear you have broken your earrings, please get in touch via our Contact page or at help@hannah-lou.co.uk with details. We may be able to offer advice or even repair your earrings (at a cost) but, this depends on individual situations. We will review your problem and get back to you when we can.   

Do you design and make all you earrings?

Yes, all our earrings are designed and created by Hannah. The process includes designing; prototyping; conditioning clay; colour mixing; making clay slabs; cutting out earring components; embedding earring post; cleaning before baking; baking earring components at correct temperature to ensure durability; quality check; sanding components; drilling holes; washing and drying earring components; matching up earring components to make a pair of earrings; cleaning findings and finally constructing the pair of earrings and giving them a final quality check. The whole process takes many hours to guarantee a great product at the end.    

Do you offer custom orders?

No, we do not offer custom orders unless the individual product states its customisable.

How do I clean my earrings?

For full information on how to clean and care for your earrings please visit our Care Instructions page.

Delivery, Returns and Refunds

Where is my order?

All customers will be notified once item has been despatched, including their tracking details if they selected a tracking delivery option at checkout. Once your item has been passed over to the Royal Mail, they will then process and deliver your order in the time frame that applies to the delivery option you selected at checkout. UK mainland orders usual arrive in 1-2 business days for 1st Class (Tracked 24) and 2-3 business days for 2nd Class (Tracked48). Unfortunately, we have no control if Royal Mail are experiencing delays in delivery due to unforeseen circumstances or busy delivery periods (Christmas time etc). 

Do you offer returns and refunds on orders?

Please look at our Returns Policy for full details, but, yes we do offer returns. Please note - if you wish to return an item because you have changed your mind, do not open the plastic bag that the earrings are packaged in or break hygiene seal. If either have been opened/broken we will not accept the return and you will not be refunded, unless item is faulty. 

Do you cover the cost of the return postage?

This depends on the reason for returns. If the item is being returned due to a change of mind, no we will not cover the return postage cost. We will cover the return postage cost if the item is deemed to be faulty. For full details, please look at our Returns Policy.

How long are your despatch times?

Our despatch times are up-to 7 business days, however we do aim to have them despatched quicker if possible. For full details, please look at our Despatch and Delivery page. 

Is postage insurance included in delivery cost?

Yes, postage insurance is included in all our postage costs. Your full order cost is protected if it was to get lost or damaged. It is the responsibility of the customer to select the correct postage option that will cover the whole cost of their order. For full details, please look at our Despatch and Delivery page.

Who do you deliver with?

We use Royal Mail to fulfil all our UK and International orders. For full details, please look at our Despatch and Delivery page.

 My order has been damaged during delivery

If it appears that there has been damage during delivery, please visit our Returns Policy page to find out what needs to be done.

Environmental 

 Are materials sourced locally?

At Hannah Lou, the business strives to source locally within the UK wherever possible to help reduce our environmental footprint as well as supporting UK businesses. However, this is not always possible and sourcing from other countries is sometimes required to ensure that we are able to get the correct materials to create our products.  

Is your packaging recyclable?

The simple answer is YES! At Hannah Lou, we are always aware of our environmental impact, especially as our earrings are made from polymer clay. Due to this, where-ever possible, environmentally friendly materials have been used. All our packaging can be recycled, even our bio-plastic bags! We encourage that all our customers try to either reuse or recycle our packaging and help to decrease their ecological footprint.

Why do you use plastic packaging?

When our packaging was first developed we wished to not use any plastic at all. However, due to Consumers Right Act (2015), we quite rightly have to offer our customers the opportunity to return their purchase if they have a change of mind. So we needed a way to ensure the customer could view the product easily as well as keeping it hygienically protected (especially our earrings). To help minimise the impact of us using plastic protective bags, we chose a biodegradable option. These protective bags are made from NATIVIA® bio based film, this means they are compostable, biodegradable and recyclable. They are also manufactured in the UK. 

As polymer clay is a plastic, what do you do with any of your offcuts? Do they get thrown away? 

We recognise that we are using a plastic to create products and as such, would like to take this opportunity to say that we aim to ensure that the amount of waste is as minimal as possible. We always reuse offcuts from each slab and remix them to make new colours for future products. If we do have to dispose of any polymer clay, it is due to it becoming unusable and is very rare.

Contacting

Where is Hannah Lou based?

Hannah Lou is based in the lovely county of Shropshire in the United Kingdom

How do I get in contact with an enquiry?

To get in touch with us please visit our Contact page