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Frequently Asked Questions (FAQs)

Here you can an answer to (almost) every question you might have about APS, our products, and how we operate. However, if you don't find an answer to what you are looking for, you can always email us at or fill out a form on our contact page.

FAQ Categories:

  1. Orders and shipping
  2. Returns and refunds
  3. Our products & materials
  4. Care tips
  5. Other questions

1. Orders and Shipping

When will my order be shipped?

We have a 1-3 working days shipping time. All our parcels are sent out by Royal Mail (Tracked 24 or Tracked 48). Depending on which one you pick, your order should arrive to you 1-3 days after shipping.

We do NOT ship orders using Evri (formerly known as Hermes UK).

*Packages may be delayed due to high demand in the holiday season or Royal Mail strikes*

Which delivery company do you use to ship orders?

All our parcels are sent out using Royal Mail. We do NOT ship orders using Evri (formerly known as Hermes UK).

Do you ship outside of the UK?

Yes, we ship to most countries in Europe using Royal Mail UK. This means the shipping in your country will likely be handled by one of Royal Mail's courier partners.

You can see the full list of supported countries on our checkout page. If your country is not listed, that means we don't ship there yet.

Important - Import duties or taxes: Please keep in mind that our shipping cost or order total does not include import duties. The receiver will be responsible for covering this before the delivery of your parcel. APS does not cover this cost.

How can I update my shipping address?

If the order was placed less than 24hrs ago AND you haven not received a shipping confirmation yet, please email us at with your order number and updated shipping address.

Alternatively, you can also fill out our online form in our contact page and we'll get back to you as soon as we can.

If your parcel has already been shipped, we will not be able to update the shipping address. Please get in touch with us as soon as possible, and we will do our best to assist you. You could also check Royal Mail's tracking website and contact them for further support.

I received a damaged or incorrect order. What should I do?

Please take the time to carefully check your package as soon you receive it to ensure all the items ordered are included and in the right condition. If any of the pieces are damaged, or you received the wrong item(s), please email us immediately at

Please include a photo of the item(s) and your order number. Our customer care team will get in touch as soon as possible. Bear in mind that damaged items will need to be returned to us.

2. Returns & Refunds

How many days do I have to return my purchase?

You have 14 days to return your purchase after receiving your item. Remember that your item must be in the same condition as you received it, unworn or unused, with original tags, and in its original packaging to be illegible for a return and refund.

To learn more, please read our return and refund policy.

How do I start a refund?

To start a refund, you need to fill out the contact request form on our contact page.

Alternatively, you can also email us to Please make sure you include the essential information shown below so we can track down your order:

  • If your item is damaged or incorrect, please attached a photo. 
  • Include the order number. 
  • Detailed explanation of your request.

Can I return earrings?

For hygiene reasons, we do not offer refunds or exchanges on earrings.

Can I return an item on sale?

Unfortunately, we do not offer returns or exchanges on sale items. Only regular-priced items may be refunded or exchanged.

3. Our Products & Materials

Are your products handmade?

Yes, our products are designed and handcrafted in the UK. We source our materials from multiple suppliers across the world.

What materials do you use?

We use 18k gold-plated for a few of our necklaces, claps, extension chains and golden beads. We use freshwater pearls and glass seed beads to add colour to our items and collections.

4. Care Tips

How do I take care of my APS piece?

  • Remove when entering the water and working out
  • Avoid direct contact with perfume
  • Keep it in the bag when not using
  • Clean and polish with a cloth

5. Other Questions

What does 'APS' stand for?

APS are the initials of our founder Ani Pereira Soto. The reason why Ani decided to call her brand APS is because she shares the same initials as her sister, with whom she started her first jewellery business, Kattai, at age of 17 back home in Venezuela.

Where can I found you physically?

We are constantly going to markets in and around London. Visit our markets page to see the ones that we have lined up for this year.

You can also follow us on Instagram @TheStoreAPS to hear about our future markets and the items you'll be able to find at our pop-ups.