FAQ

Do you offer gift packaging?
All of our jewellery is delivered in our beautiful gift boxes ready to be presented. If you have any special requirements, please contact us to discuss your ideas.

When will I receive my order?
Designs are generally made to order. In most cases we may have the design in stock, ready to dispatch within 2 days. If not orders take between 2-3 weeks to handcraft, hallmark, and be dispatched. For orders which require a special alteration, extra time may be needed depending on what alterations are required. Commissions will depend upon the nature of the required design, but generally take 6 to 8 weeks to complete.

We are working on next day dispatch for all out designs ready for 2014 with the aim that all orders will be delivered within 2 days of ordering.

I need my order urgently, can it be made up to a tight deadline?
If you have a tight deadline, please don't hesitate to contact us as the piece you wish to order, might be in stock ready to be dispatched. If not we can often accommodate your needs and push the order through the workshop.

I do not live in the UK, how will my jewellery be delivered?
We now offer FREE worldwide delivery. Your jewellery will be sent using Royal Mail International Signed for if you live abroad, and if you are based in the UK, it will be sent using Royal Mail's Special Delivery service. A signature will be required upon delivery.

What is my UK ring size?
If you are local to Guildford, you can make an appointment to come to our workshop to have your finger measured, it will only take a few minutes to do, and it will guarantee we achieve the correct size. If not the next best option is it to visit your local jewellers, and ask to have your finger measured.

We would advise a tight fit around the knuckle so that your ring is not at risk of falling off when your hands are wet or cold, when your hands can shrink slightly in size. Your ring size is a personal preference, but as all rings are made to size, it is important to get right as we are unable to accept returns on rings as they are sized and specially made for each customer.

Ask the jewellers to make sure it is a UK ring sizing, as sizes can vary internationally.

How can I care for my jewellery?
Jewellery is not indestructible and over time can tarnish and sometimes can break under the strain of life no matter how well it is made. We are able to deal with all repairs of our own designs, re-polish pieces, and re-oxidise or gold plate any finishes that have worn off over time. To maintain your jewellery we suggest removing it before going to sleep as it can sometimes lead to stretched chains and accidental damages. Also avoid perfumes and body creams coming into contact with your jewellery as some brands contain chemicals which can affect the silver and cause the surface to tarnish or become greasy and dirty.

To clean your jewellery, you can either send it back to us to restore or you can purchase Goddard's Silver dip which releases the sulphurs which build up on the surface of the silver causing the tarnishing, and it will restore it back to its bright silver colour. It is VERY important you follow the instructions on the jar, only dipping the jewellery and then making sure you rinse your jewellery thoroughly after. Do not dip oxidised, bronze or gold plated pieces. Goddard’s silver dip is available from many outlets including Robert Dyas and Sainsbury’s, and is under £5.

You can also purchase a Silver Polishing cloth and regularly polish your pieces by buffing the surface of the metal to keep them bright and tarnish free. The polishing cloth helps protect your jewellery from tarnish.
If you are unsure and require more advice, please contact us.

What is your returns policy?
If you are not happy with your order, we will happily exchange it for an alternative piece. You must get in contact with us within 10 days, and your jewellery must be unworn and in the condition it was when it was delivered to you. If there are any faulty parts or mistakes on our part, we will of course accept full responsibility, and a refund will be offered. Sadly we cannot exchange rings, as they are specially made to size for each individual customer, however should your ring order be faulty in any way, we will accept returns or exchanges, and do everything in our power to ensure you are satisfied.

How do I pay for my order?
We accept payments via PayPal through our website, but we are also able to accept cheques and bank transfers. If making a payment via cheque or bank transfer, we will not be able to send your jewellery until the funds have cleared. Please let us know if you wish to pay in another way other than PayPal, and we can make arrangements with you.

You do not need a PayPal account to pay via PayPal, simply enter your name, address and card details and your payment will be processed.

Do you repair jewellery?
Generally we will only repair our own jewellery, as we are aware of the processes used to create the piece. We will however consider a repair of another piece, so it is best to email us with the details, and if possible, a photograph of the damaged jewellery.

Can I have a different chain length?
Absolutely! As all our chains are handmade, we are able to vary the chain lengths and even the sizes of the links. Please just let us know your requirements before ordering.

Please contact us if you have any further queries, we are more than happy to help!