Frequently Asked Questions

If the question you want to ask is not listed below, please email contact@theysso.com, and we will set out to respond within 24 hours.

About the Jewellery

Does YSSO Jewellery contain nickel?

No, none of our jewellery contains any traces of nickel.

Are YSSO earrings heavy?

Our mission is to create extremely lightweight earrings, regardless of size, that retain their sculptural integrity and at the same time allow for comfort and wearability. 

All our earrings are designed with this in mind, including our statement pieces. This is why they are loved by our community, celebrities and worn daily by ourselves. For more information kindly check our Weight & Fit Guide, and/or any specific questions we are pleased to help you at contact@theysso.com.

What is YSSO Jewellery made of?

Our gold pieces are expertly sculpted using recycled bronze and double-plated with both 24 and 18 karat gold. Our mission is to create high quality jewellery and we will never use brass to produce our designs.

Who designs & makes YSSO Jewellery?

All our designs are exclusively sculpted by our founders, Alexia and Stalo Karides. We never work with external designers and hold an archive of over 200 designs. Our jewellery are produced at artisanal workshops in Athens, Greece which our founders have been working with since 2015.

Our sustainability practices?

Craftsmanship and sustainability are at the very heart of our brand. We are dedicated to preserving Greece’s goldsmithing tradition, and therefore we utilise traditional manufacturing techniques that both allow for investing in our cultural heritage but also encourage responsible production. 

We use up to 35% recycled and locally sourced metals, and adopt a slow production model - of either holding low stock or working on a pre-order basis. 

This also applies to our packaging and manufacturing, which are locally made in the UK and Greece at small quantities and by hand. 

Can I visit your studio for a try-on appointment?

Yes, we welcome in-person appointments at our London Studio in Notting Hill. To schedule your visit, please email our customer service team at contact@theysso.com.

I need help choosing a present or a piece for myself.

We offer styling and design advice at our customer support, available via email at contact@theysso.com. We are available Monday to Friday 9am to 5pm to help you choose pieces that will be the most meaningful to you or your loved ones.

I lost my earring back, can I order a replacement?

Yes. You can order a replacement earring back in gold and in sterling silver. 

 

Order Help

The piece I want is out of stock. Will it become available again?

Some of our designs might never get restocked, and some will. If a jewellery design you’re interested in is out of stock, click the “Let us know if you’re interested in this design” button, which will help us know that there is an interest, and we are therefore more likely to produce it.

Can I change or cancel my order?

If your order hasn’t been shipped yet, you may still be able to make changes or cancel it. Please contact our customer service team at contact@theysso.com as soon as possible. If the order has already shipped, we can process a return in accordance with our returns policy.

What payment methods do you accept?

We offer secure checkout with several payment options, including American Express, Mastercard, PayPal, Visa, and Visa Debit. We also accept Shop Pay and Klarna. Please note, we never accept cash.

Can I purchase gift cards?

Yes. E-gift cards are available for purchase directly through our website. You can locate them via the search function on our website.

Do you offer gift wrapping?

We offer our branded gifting bags on request, and subject to availability. Once you place the order please email us as soon as possible with your order number and we will ensure we add an YSSO gifting bag free of charge to your order. 

How does pre-order work?

Payment will be taken at the point of purchase online. The date of delivery is stated on the product page. 

Does my order include warranty?

Yes, we offer a 1 year manufacturer’s warranty on all orders. 

Our warranty does not cover any faults that are linked to wear and tear, including scratches, and tarnishing/damage that have resulted due to lack of proper care, but instead covers elements of breakage and fault that are due to the manufacturing process. Kindly note that our warranty also does not cover loss or theft. 

Please email  contact@theysso.com with your order number and an image of your item to submit your warranty claim. We will endeavour to get back to you within 48 hours.

Can I change my order or cancel it?

Please let us know of any changes as soon as possible. Depending on the time that you inform us we will be able to assist you with any changes or cancellations. Please email contact@theysso.com and we will assist you promptly.

 

Deliveries

What delivery options are there?

We offer numerous delivery options. Please check our Delivery & Returns page for more information.

Do you ship internationally?

Yes, we offer worldwide shipping. Please check our Delivery & Returns page, for more information.

How do I track my order?

Once your item has been shipped, you shall receive an email from our courier provider notifying you which will include a tracking number. If you used Shop Pay to checkout, you can track your order through the app using your email address.

From where do you ship?

All orders are shipped from the United Kingdom. 

 

Returns

What is the returns policy?

We accept international returns across all our jewellery categories on online orders. Please note the following timeframes:

• Returns must be requested within 14 days of delivery
• The jewellery must arrive with us within 14 days of notifying us of your intention to return. If the return shipment arrives after the 14-day shipping window, we will offer store credit with no expiration date.

For hygiene reasons, post earrings must not be worn if you wish to return them.

How do I return my online purchase?

You can initiate a return within 14 days of receiving a delivery. To do so, email contact@theysso.com, with the order number and your request for return. Please ensure that you ship the jewellery back to us as soon as possible, so that it arrives before the 14 day timeframe. Kindly note, that we do not accept responsibility for designs lost in transit, and we advise that you ship all jewellery back to us using tracked & signed-for delivery services.

When will I receive my refund?

Upon receipt we will inspect the returned piece. Upon passing inspection, we will process your refund the latest within 10 days and notify you via email that the return has been accepted.

Do you offer exchanges?

We offer exchanges for eligible YSSO designs. To request an exchange, please contact us at contact@theysso.com. Additional shipping charges may apply, and any price differences between designs will be due. 

I have another problem with my order.

Whatever your concern is kindly contact us at contact@theysso.com and we will assist you further.