FAQ | Aquasei

All our Aquasei items are handmade by myself, Ilaria, in the UK. The fittings and charms are soourced from suppliers all over the world.

The making of the jewellery is both a creative and lengthy process -- the polymer clay shapes are handcrafted in my studio with different types of clay; inks, paint, glitter, transfer sheets, and foil can be added depending on the technique used and desired effect. The clay is then worked, shaped, baked, sanded and glossed before it is set with fittings and/or charms.

The key part of our jewellery items is made by myself with a mix of polymer clay. Alcohol inks, paint, glitter, mica powder, transfer sheets and resin can also be used in these shapes.

Fittings and charms are outsourced from suppliers all over the world. We aim to use hypoallergenic materials as much as possible, and most of our fittings are made of stainless steel, silver or gold plated. Please read the item description for more information on materials used.

N.B.: Please be aware that we cannot be held responsible for allergic or sensitive skin reactions, do not purchase when in doubt.

We ship to the UK and internationally, with the exception of Europe. Please get in touch with me via email (aquasei2024@gmail.com) if your country is not in the EU but you cannot find it in the shipping menu.

Unfortunately, due to a change in post Brexit regulations, sales to the EU are restricted, which has a particularly negative impact on small businesses. We hope to be able to expand our delivery options in the future.

To minimise inconvenience to our customers, after 29th August 2025, all orders to the USA will be shipped via Royal Mail International Tracked services, with shipping, tax and custom duties paid for in advance by Aquasei in the UK (PDDP service) in compliance with the new regulations. This will mean a small increase to the flat fee shipping to the USA.

Please note that, with the exception of parcels to the USA, tax and custom charges are the buyer's responsibility.

Here are some tips to take care of your polymer clay jewellery:

- avoid direct contact with perfumes, creams, chemicals;

- pay attention when you remove or put on studs as these may be delicate;

- do not wear when you swim or shower;

- do not sleep with your jewellery on;

- avoid leaving your jewellery items in bags and pockets, and instead store it safely in a box or in a secure place.

If needed, wipe gently with a damp cloth to remove dirt.

We don't offer returns or exchanges for hygiene reasons.

If your item arrives faulty/broken, please email us with the subject WARRANTY (aquasei2024@gmail.com) and the following information, together with a video/video link of the unboxing and the following information:

- Order Number

- Customer name for billing and delivery (if different)

- Order date

- Item name and description

- What the problem is

Our jewellery is handmade, so it is normal for items to have small imperfections, dents, small air bubbles, lint etc., and we do not cover these as faults.

We also do not cover wear and tear, or damage caused by you.

We cannot be responsible for allergies or skin reactions.

Our maximum warranty period is 3 months from the date of delivery. Wherever possible, we will try to repair or replace the faulty/broken item, but most of our jewellery items are unique pieces, and as such it may not be possible to make or replace them. Whenever repair or replacement is not possible, a website voucher will be used if the problem is not caused by wear, tear or accidental damage. We do not offer refunds.

The Aquasei Friends Club is our online community, celebrating jewellery, beauty and friendship. Should you wish to join, you can sign up for the newsletter to know what is on, get previews of collections, and advance notice on discounts. We also offer a loyalty programme for you to earn points and discounts (see separate FAQ), and you can earn badges to show your engagement in the community. You can refer a friend, share your custom orders and influence the creation of our next collections.

The Aquasei Member Badges are just a way to celebrate and recognise the support given by the members of our community. We currently have 6 different badges:

The Rising Star badge -- for those who made their first purchase on this website

The Star Member badge -- for those who made 3+ purchases on this website

The Superstar Member badge -- for those who made 50+ purchases on this website

The Supernova Member badge -- for those who made 100+ purchases on this website

The Referral Star badge -- for those who referred up to 3 friends

The Referral Champion -- for those who referred 4-9 friends

Thank you for being part of our Aquasei Friends Club. Each purchase, each review and referral means the world to us ⭐️

Frequently Asked Questions

Frequently asked questions

How are the jewellery items made?

What materials are used?

How do I make a custom order?

Where do you ship to?

How should I take care of polymer clay jewellery?

Can I return or exchange a faulty/broken product?

Do you offer awards for referring a friend?

The item I like is no longer available, when do you restock?

What is the Aquasei Friends Club?

What is the Aquasei loyalty programme?

What are the Aquasei Member Badges?

I didn't get a reply to my email

I have more questions not covered in the FAQs, how can I get in touch?