FAQs

General Jewellery Information / Care

What type of metal do you use?

For the chains, we use 925 Sterling Silver, plated with Ruthenium plating for our ‘Standard White Gold’ option, Rhodium plating for our ‘Premium White Gold’ option; half micron 14k gold for our ‘Standard Yellow Gold’ option, and 1-micron 14K gold plate for our ‘Premium Yellow Gold’ option.

Our charms are cast in brass and plated with White Rhodium or 14K Yellow Gold.

Sterling Silver is an alloy made of 92.5% pure silver and 7.5% copper
Rhodium is one of the costliest precious metals due to its rarity
All our jewellery is lead, cadmium and nickel free

Some metals may react with your skin to produce a discoloration and copper is especially well known for causing this reaction. Some people may experience a green discolouration of their skin caused by a chemical reaction between acids in their skin and the metal of the jewellery piece; or a reaction between the metal and another substance on the body, such as a lotion. The green colour is not harmful and can easily be removed with water and soap.

How do I clean my jewellery?

When not wearing your jewellery, be sure to store it in the pouch it came in to keep natural oxidation at bay. This helps prevent scratching and maintain the colour of gold and rhodium plating on the charms and chain. Remove your jewellery when applying scents, lotions and sprays and when going swimming in hot tubs or pools.

You can clean your charms by buffing gently with a dry cloth.

Check that the cleaning solution you are using is suitable for plated jewellery

Plating on metal does naturally fade over time – this is normal wear and tear, not a defect - but how quickly this happens is down to how you look after your jewellery. Sweat, chlorine, perfumes and cleaning agents such as liquid silver polish or dip can cause plating to fade faster.

Ultrasonic cleaners should be used with care. Not typically suitable for plated jewellery.

How and where is the jewellery made?

We work closely with our jewellers and pride ourselves on the materials used and practices
followed. We source the highest quality suppliers and make sure they’re working in line with all standards within their country. Currently, our charms are made caringly in China, and our chains are made in Italy.

What's the difference between a standard chain and a premium chain?

The difference between our chain options is the plating. The chain material is 925 Sterling Silver on both Standard and Premium options, however, for Premium White Gold, the plating is upgraded to Rhodium in place of Ruthenium; and with Premium Yellow Gold, the plating is upgraded from half micron to 1-micron gold plating.

Do I need a chain?

We’ve given the option when designing your plan to not add a chain. If you have a chain that you’d like to use, you can select to not purchase a chain with your first box and you’ll continue to just receive charms throughout your subscription. If you don’t have a chain already, you don’t need to purchase one from us, you can still select no chain; however, we’d advise that you do. Our chains are very high quality, and will match the colour of your charm selection.

I want to change my colour choice, can I?

You have the ability to change/swap your subscription style in your account area. You can select the plan you want to change to which will change the colour of your charm. At the moment, we don’t have the functionality to allow you to add a new chain in your account area, but we’re looking to introduce this in the near future. If you’re on a monthly subscription and would like to change your subscription colour, the easiest process is to cancel your current subscription, wait until the next month has started, then re-subscribe, choosing the alternative colour option and choosing a chain to go with your new colour choice.


General Information

What is Jewel and the Gang? What's included?

Jewel and the Gang is a monthly charm subscription that brings you exclusive charms, designed by experts of the jewellery industry with over 20 years’ experience. Each original charm is carved by hand, and the final piece represents hours of meticulous fabrication.

Jewel and the Gang aims to put a smile on your face every single month when your charm is delivered directly through your letterbox; with your first box, you’ll be able to choose a chain to go with your charms, we have 3 chain styles and options for standard, premium and for those that already have a chain they can use; no chain at all.

Will my subscription auto-renew?

This will depend on the options you choose when creating your plan. When creating your plan, if you select ‘myself’ under the “Who is it for?” selection, you will see options for our subscriptions, these products auto renew, so by choosing Monthly, your subscription will renew every month, and by selecting yearly, your subscription will renew every 12 months.

If you select ‘someone else’ and want to gift Jewel and the Gang, your order will not auto-renew. Our minimum gift term is 2 months, and this can be customised between 2 and 9 months; if you want to gift a whole year, you can select ‘Gift a Year’ and you’ll get 12 months for the price of 10.

Where is Jewel and the Gang based?

Jewel and the Gang operates out of the United Kingdom, this is where your orders are prepared and dispatched from. Our designers are based in Antwerp & Toronto.

How can I make a complaint? The Jewel and the Gang Complaints Procedure

We're sorry if you feel you need to make a complaint.



If you need to get in touch about an issue with a box, such as a missing or damaged product? our Customer Service team are here to help and resolve your query. You can contact the team directly on help@jewelandthegang.com. However, if you need to make a general complaint, please follow the steps below:

  1. Send an email to complaints@ohhdeer.com.


  2. Provide as much information as possible (for example, your order number and registered email with Jewel and the Gang), so your team can help you straight away.


  3. Once they've received you query, the relevant team will get back to you as soon as possible. During busy times, this may take a little longer.
  4. Your query will always be passed to a team that can help, so rest assured that you're contacting the right team.

Managing Your Subscription

When will I be billed?

Our renewals are charged on the 1st of the month; you will be billed on your date of purchase and future payments will be determined by your plan choice. If you’ve opted for monthly, these will go through on the 1st of each month after your purchase; yearly subs are charged every 12 months on the 1st of the renewing month, and gift subs are non-renewing meaning you will only be charged on date of purchase.

My renewal payment has failed, what next?

Please make sure you have sufficient funds available in your account, if so then your bank may be rejecting the payment to us, due to the nature of the transaction. If this is the case, you'll need to give your bank a ring and ask them to authorise the payment to us.

The system will automatically attempt to take the payment again the following day for 8 consecutive days. If you are worried your renewal has not been taken, please get in touch with the team on help@jewelandthegang.com

Can I have more than one subscription on my account?

Yes, you can have as many subscriptions on your account as you want. These can all be managed easily within your account by simply logging in.

How do I prevent my subscription from auto-renewing?

To prevent your subscription from auto renewing you must make sure you cancel your subscription before the next bill date on your plan. You must make sure to cancel your subscription by the 1st of the month, this must be prior to the billing date and not on the 1st of the month, otherwise you will find that payment may have already been taken, meaning the subscription has successfully renewed.

Cancelling your subscription does not affect your current months boxes. The team will honour cancelling any future renewals for you. However, we will not automatically issue a refund unless requested in your email.


Unfortunately, if contact is made after the 1st of the month, we are unable to cancel the renewal which has been applied to the subscription. This is simply due to the fact the warehouse would have processed your box and it will be ready for dispatch. We can however assist with cancelling your next renewal due.

How do I change my account details?

You can change most details directly on your subscription by simply logging into your account and editing accordingly. We have some useful user guides available within our FAQ's, with detailed videos on each process.

Can I change my subscription plan?

You can alter your Jewel and the Gang plan at any time. However, due to the way the subscription service operates. You do run the risk of a new order being generated, if this is not done correctly or at the right time.

You will need to follow the below steps, to prevent receiving a duplicate box

  1. Cancel your existing subscription, this can be done directly via your account once logged in
  2. Do not re subscribe until you have received your final box. This is simple if you’re on a monthly plan, but if on a 12 month, ensure you've received all 12 boxes before re subscribing.
  3. Once you have received your final box. You then can re subscribe to the service the following month, under the preferred plan. It must be done from the 1st of the following month, to prevent receiving a duplicate box. Our subscription runs from the 1st to the final day of the month, so all orders within this time receive the same charm.

If you require any advice on the date you need to re subscribe, to alter your plan. Please don't hesitate to contact the team who would be more than happy to assist on help@jewelandthegang.com


Payment Information & Gifting

When will I be billed?

Our renewals are charged on the 1st of the month; you will be billed on your date of purchase and future payments will be determined by your plan choice. If you’ve opted for monthly, these will go through on the 1st of each month after your purchase; yearly subs are charged every 12 months on the 1st of the renewing month, and gift subs are non-renewing meaning you will only be charged on date of purchase.

When will my payment method be billed each month?

Your card (or PayPal Account) will be billed on the first of each month (or the first working day should that date fall on a weekend or public holiday). If you prepay for your box for 12 months you will pay upfront for the cost. However, upon expiry of your subscription you will then be billed on the first of your new renewal month.

Can I gift Jewel + the Gang?

Yes, you can! When designing your plan, select ‘someone else’ under the “Who is it for?” selection. You will then have the option to gift months, or a year. If you select months, you can choose any number of months between 2 and 9 and you will be able to see the cost of your selection as you make it. If you want to treat someone to the ultimate Jewel + the Gang experience, then you can select the ‘Gift a Year’ option, this is 12 months for the price of 10.

Why was my card declined?

Please make sure you have sufficient funds available in your account, if so then your bank may be rejecting the payment to us, due to the nature of the transaction. If this is the case, you'll need to give your bank a ring and ask them to authorise the payment to us.

The system will automatically attempt to take the payment again the following day. If you are worried your renewal has not been taken, please get in touch with the team on help@jewelandthegang.com


Delivery & Returns Information

When will I receive my box?

Our boxes are shipped on the 15th of the month (this can extend to the 17th if the 15th falls on a weekend). Transit time will then be subject to our delivery estimates which can be found here. If ordering after the 15th of the month, we aim to dispatch orders in 1-3 working days.

How long does delivery take?

You can find out shipping estimates here. We ship Jewel + the Gang worldwide; shipping times can vary depending on demand and courier performance.

Can I cancel my subscription box after it has been shipped?

You can, however you will need to return the box that has already been shipped to us when it arrives in order to get a refund on it. It needs to be returned in the condition it was shipped in. We will accept refunds 30 days after the transaction was taken.

Can I change when I receive a delivery?

No, unfortunately, this is not something we can currently facilitate.

I've missed the deadline for this month's box, can I still order it?

Unfortunately, not. After the cut-off of a given months box, we automatically start to sell the next edition. However, keep an eye out for the offers we have available as there may be an opportunity to get your hands on a previous edition.

Something is damaged in my box, what do I do?

We're sorry something has become damaged in your box, please get in touch with the team on help@jewelandthegang.com and we’ll get it sorted for you as soon as possible. You will find the team will request an image of the damaged product, if possible, please include this in the initial email to speed up the process.

There's something missing from my box, what do I do?

We're sorry that something is missing from your box, please get in touch with the team on help@jewelandthegang.com and we’ll get it sorted for you as soon as possible.

What do I do if my box didn't arrive?

Once your box has been shipped you will be advised via an email notification that this is on its way, upon dispatch from the warehouse they will be subject to our shipping estimates which can be found here. Please note that these shipping times are only estimates and may sometimes take longer to arrive. If the estimated time has passed, then please get in touch with the team on help@jewelandthegang.com

Can I return my box?

You have 30 days from receiving your box to return, if should wish to do so. The box must be un-opened and in the same condition as it was when it was shipped in order to receive a refund.

The cost of shipping the box back must be covered by yourself, we do not provide pre-paid return labels. Once we have received the box back, a refund will be issued back to the original payment method, which can take around 5 working days depending on the provider.

Return Address

Ohh Deer Ltd
3-6 The Rushes
Loughborough
LE11 5BE

However, if something is wrong, we’re always happy to help so please don’t hesitate to get in touch with the team directly on help@jewelandthegang.com