Help & FAQ's

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?


Order & Payment

How Will I Know When My Order Is Confirmed?

Once you’ve completed your purchase, you will receive an Order Confirmation email from us.

Please check your junk mail or spam folders if you can’t find it. Otherwise, contact us here and we will resend your confirmation email

How Can I Pay?

We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Paypal, Shop Pay, Apple Pay and Klarna

If you're paying with Klarna, payment will be taken from your credit or debit card as soon as the order has been placed. If you have ordered a personalised item, the payment will also be taken at the time of ordering.

For further information on Pay Later with Klarna, please click here.

Can I cancel my order?

We completely get it, we change our minds too! However, we are unable to cancel or amend orders once they have been placed.

You can return your order once you have received it, please find further details in our Return Policy


In co-operation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

Pay Later in 30 Days (T's & C's)

Pay Later in 3 Instalments (T's & C's)

Further information and Klarna's user terms and conditions you can find here. General information on Klarna you can find here.

Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

Taxes & VAT

VAT (20% tax) is included in product prices listed on the UK site for all orders being shipped in the UK.

For orders being shipped outside the UK, Corresponding VAT and taxes are included either in the product price or at Checkout, depending on your shipping country.

Is It Safe To Buy Online?

At LAB79, we take online security very seriously. At no point do we store any financial information on our servers.

LAB79 employs trusted and reputable third party hosting agents and payment providers to ensure the security of personal data.

All credit card details are entered on a secure server using Shopify Payments. The transfer of the purchase details from our site to Shopify Payments are encapsulated using their encrypted and digitally signed protocol which is secure and tamper-proof. Shopify Payments is level 1 (the highest level) PCI DSS compliant.

How Can I get An Invoice For My Purchase?

If you have any questions regarding your invoice please contact us and quote your order number. We will be happy to assist you with this.

Product Sizing

How Do I Find My Ring Size?

If you’re not quite sure which size is right for you, refer to our Ring size guide here or they’re located underneath each description for each product.

Where Do I Find Your Necklace Lengths?

If you’re not quite sure which length is right for you, refer to our size guide here or they’re located underneath the description for each of our products.


We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What Are Your Shipping Costs & Timeframes?

Once your order is placed, you will receive a confirmation email letting you know that our fulfilment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Our most up to date shipping information can also be found here

Do you ship overseas?

Yes, we ship worldwide. International shipping costs will apply and may vary, and will be added at checkout. Please see our shipping page for International costs and timeframes

International Orders & Taxes

Custom duties and taxes are now included for some international countries. For these countries, you will see a message at Checkout letting you know there will be no additional import charges.

For all other international countries, orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the UK.

Please note that all customs charges are payable by the customer and we do not currently cover this cost.


We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

How Do I Return An Item?

We understand that you might change your mind on a purchase – and we’re happy to accept returns.

However, please note there are exceptions. We are only able to accept returns on items - if they are sent back unworn and in their original packaging. We are also unable to accept returns on sale items, all discounted sales are final.

We have a 14 day return policy. The return window begins on the day the order is delivered.

Please contact us on before returning your item so we can arrange your return. Please note items sent back to us without first requesting a return will not be accepted.

LAB 79 will not be responsible for increased fees due to large packaging and reserve the right to deduct additional shipping fees from the refunded amount when applicable. Should the returned item not meet our return guidelines LAB79 reserves the right to refuse the return and ship it back to the customer.

All returns must be sent back to LAB 79 in the original packaging and condition (unworn) within 14 days of the date your shipment is received. The return/refund process starts the day the items are returned to us. Please allow 5-7 business days for the return process to be completed. Refunds are returned to the form of payment the order was originally placed under (or store credit). The credit card company may take up to 10 business days for the credit to be seen on your account.

Please see our full Returns Policy here

When Will I Receive My Refund?

We aim to process all returned orders within 14 working days. However in some cases, this time frame may be extended to 30 working days during the busy time of year. All refunds will be credited to the original credit card.

Please Note: Shipping costs are not refundable

Product Care

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

How To Care For Your Jewellery

We pride ourselves on the quality of our jewellery, so we recommend you follow our care instructions below to maintain the lifespan of your jewellery and keep it looking new.

  • Protect your jewellery and do not swim, shower, workout or wash your hands whilst wearing it, as it will tarnish.
  • Do not leave/store your jewellery in high humidity (IE. bathroom) or allow it to come into contact with perfumes, lotions, hair products, salt/sea or water.

Cleaning Instructions: To clean your jewellery gently wipe it with a soft cloth and store it in its suede pouch or a suitably lined jewellery box. 

  • Do not vigorously rub or use jewellery cleaner on your items

Please be aware, due to the skins natural PH Levels tarnishing may also occur. After wearing, we recommend gently wiping your jewellery with a soft cloth to remove any residual lotions or perfume that may have transferred onto it from your skin.

Storage Instructions: When not in use we recommend storing your jewellery in the suede pouch provided or a suitably lined jewellery box. Do not store it open containers as this will cause it to tarnish.

If you couldn't find the answer to your question, please Contact Us - We endeavour to respond to all queries within 48 hours (This does not include Bank Holidays or weekends)

Get in touch

Have questions about your order, or a general enquiry?