FAQ

1. Ordering

How long will my order take?

Almost everything at Prong is individually handmade to your order. We quote a 7–10 working day lead time, though we often dispatch sooner. During busy periods (Christmas, Halloween, festival season) it may take a little longer. If you need your order by a specific date, please add a note at checkout and we'll do our best — or contact us before ordering to check.

Can I request a custom size?

Most of our chokers, bangles and posture collars are cut long and can be trimmed to your exact size with scissors. If you need something outside our standard range, get in touch before ordering and we'll advise.

2. Payment

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard) as well as Shop Pay, Apple Pay and Google Pay via our secure Shopify checkout. PayPal is also accepted.

Is it safe to pay on your website?

Yes. All payments are processed through Shopify's secure, encrypted payment system. We never store your card details.

3. Delivery

Where do you ship to?

We ship to the UK, Europe, USA, Canada, Australia, New Zealand, Hong Kong, Japan and more. If you're unsure whether we ship to your country, get in touch.

How long does delivery take?

UK orders are sent via Royal Mail Tracked 24 — guaranteed next working day delivery from dispatch (not from order date — your jewellery still has to be made!). Larger orders may be sent by courier. International orders are sent via Royal Mail International Tracked.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and order size.

Will I have to pay customs or import duties?

International orders may be subject to customs duties and import taxes in your destination country. These charges are the responsibility of the customer and are not included in our prices or shipping fees. We recommend checking your local customs rules before ordering.

4. Returns & Exchanges

What is your returns policy?

We want you to love your Prong. If something isn't right, please contact us within 14 days of receiving your order and return the item within 14 days of notifying us. We'll happily exchange for another item of equal value or issue a store credit.

If your item arrives faulty or not as described, we will refund the full cost of the goods (excluding original shipping). Return postage is the customer's responsibility in all cases — we strongly recommend using a tracked service as we cannot be held responsible for items lost in transit.

Please note: we do not accept returns on items showing signs of deliberate damage, or on custom/bespoke orders.

5. Materials & Care

What materials do you use?

Our jewellery is made from industrial rubber, hi-shine PVC, silver-plated and gold-plated zinc alloy, Preciosa and Swarovski crystals, and premium leatherette. Hardware is nickel-safe, lead-safe and cadmium-safe unless otherwise stated in the product description.

Are your earrings hypoallergenic?

Our earring findings are silver-plated and lead-safe, nickel-safe zinc alloy. If you have a known metal sensitivity, please check the individual product description or contact us before ordering.

How do I care for my Prong jewellery?

To keep your Prong looking its best: wipe rubber and PVC pieces with a damp cloth and dry thoroughly. Avoid prolonged exposure to sunlight, heat or water. For silver-plated pieces, use a silver polishing cloth (available in our store) to restore shine. Store in the dust bag provided where possible.

Can I make rubber pieces shiny?

Yes — a light spray of silicone spray (available from hardware stores) will give rubber pieces a beautiful high-shine finish.

6. Other Questions

Do you offer gift wrapping?

Our pieces come beautifully packaged. If you'd like to add a gift message, please include it in the order notes at checkout.

I still have a question — how do I contact you?

We're always happy to help. Contact us here or email info@prongjewellery.com.