Shipping to most International destinations take on average 6-10 days but varies greatly by country if you selected the International Air option at checkout. On the odd occasion it can take up to 25 days. The faster International Courier option takes 3-6 days on average and is tracked. Shipping within New Zealand takes 1-3 days depending on the shipping option selected. Please bear in mind that your item will only be shipped when payment is confirmed and if you order a custom item please allow 3-4 working days to make (depending on current workload). If you require an item for a particular date then please contact me to confirm this is possible.

International orders can only be tracked if you purchased the International Courier option, your tracking number will be emailed to you. New Zealand orders are tracked and insured by default, your tracking number will be emailed to you.

This is an extremely rare event but if a reasonable amount of time has passed and you still have not received your order then please contact me and I will lodge a inquiry with the post office. Once this complaint procedure is completed I can then decide on what course of action to take. Please understand that I will not be held responsible for lost packages sent using the International Air option, this service is untracked and therefore the choice is entirely up to you. However my track record has been outstanding and less than a handful out of hundreds of orders have ever mysteriously vanished into thin air. The International Courier option is recommended especially for large orders since it is tracked.

The jewellery range is designed and created by Lorraine Venning using traditional and contemporary techniques. I use raw materials and components sourced from reputable suppliers, your orders are made in the workshop based in Hawkes Bay, New Zealand. You are welcome to discuss with me about creating your custom order.

Most custom pieces take a few days depending on complexity. In order to maintain high standards of workmanship I do not rush orders.

Once we agree on a design then a 50% deposit is charged with the balance due on completion.

I will always correct something which is not right to ensure you get exactly what you asked for.

It depends, but unless the stone is of sentimental value, the chances are I will be able to source a more beautiful stone for your money. If you are considering sourcing stones just be very careful on eBay and other places as you don't always know what you're going to get.

Ingrained doesn't have its own shop. However if you would like to stock my jewellery you're welcome to get in touch.

This means pure silver makes up 92.5% of the item while other metals (typically copper) are mixed in. This is usually to give the item durability and strength as pure silver is relatively soft.

Rose gold is a gold and copper alloy, the different shades of colour such as pink or red pertain to the copper content.

Fine silver contains 99.9% silver hence 999, the remainder contains trace amounts of impurities. Fine silver is quite soft and is often mixed with other metals to harden it.

You are welcome to pay by Visa, Mastercard and Amex or using your PayPal account, New Zealand customers have the option of paying by bank transfer either online or at the bank. All credit card payments are securely processed by PayPal. Under special circumstances you may be given store credit in which case it will be automatically deducted when you place an order.

Yes, I sell gift vouchers loaded with any amount of your choosing. You can purchase them right here.

Yes, absolutely. credit card payments are securely processed by PayPal who are a trusted online payment processor used worldwide.

Using your Credit Card or PayPal account, payment is usually instantaneous unlike Bank Deposit (only available to New Zealand customers). If you are a NZ customer in a hurry to receive something I would recommend paying by Credit Card or PayPal unless you are a ANZ customer as it may take a few days for payment to clear.

You have 14 days to contact me and return an item if you change your mind, this does not apply to custom or personalised items. Once I receive your item in its original condition you will be issued with store credit equal to the value of the original item minus shipping except where the item has been soiled or damaged in which case you will be issued with partial store credit instead. No cash refunds will be issued for exchanges so please choose carefully.

In the rare event that the item you ordered is damaged on arrival or contains a defect please contact me as soon as possible. You must provide photos of the item and a description of the fault before I can replace the item or issue a full refund.

Ingrained currently has stockists in New Zealand, Japan & Philippines, if you would like to stock my items please contact me with your details to discuss.