Frequently Asked Questions
How do I contact you?
The best way to contact us is by sending us an email. Please don't forget to include your order number on the subject line.
We aim to respond to all enquiries with 24 hours.
Should you need to contact us urgently you can find our contact number and other contact options here.
Do you have a shop
We currently operate as an online only business with a warehouse and jewellery workshop. We do not have shop premises that our customers can visit.
For security and insurance reasons we do not allow customers to collect orders directly from our warehouse.
Where is my order?
When you place an order with us, you will receive a instant confirmation with your order number. With this you can track the status of your order using our order tracking tool which can be found here.
Simply type in your order number and hit track. If you are unable to track your order for any reason please contact us here.
How long before my order is ready?
Because we make all our times to order, it takes 18 days to complete production of an item and 2-3 days for final quality assurance inspection and testing.
We aim to deliver all orders within 3 weeks of purchase. If you have an extensive customization request, it might take a bit longer to complete your order. However, we will provide you with status updates every step of the way.
My order is running late
We’re proud to say that we often deliver ahead of deadline. However on rare occasions, we may run into unforeseen delays.
If this happens, we will revise the delivery date to take into effect the new timelines needed to complete the order. over an estimated dispatch date.
If your estimated delivery date and it has passed without an update from us, please contact us immediately.
What diamond quality do you use?
All our diamond stones are of premium quality and guaranteed conflict free. For information on our diamond sourcing practices, click here.
We offer diamonds in SI, VS and VVS clarity, with color range D to G. You have the option of choosing your preferred diamond clarity option when placing your order.
If you would like any piece in specifications not listed, please contact us directly.
What do I do If I loose a stone from my Jewellery?
Stones can come loose and fall out of jewellery, including diamond engagement rings, for several reasons, usually wear & tear.
This does not mean your piece was badly made, It simply requires upkeep and the stone needs to be replaced.
If you have lost a stone on your piece, please contact us immediately.
Every piece bought from us comes with a One Year warranty which covers stone loss. Read more here.
How long does jewellery repair take?
This depends on what the fault with your jewellery is. For minor repairs such as cleaning and polishing, it takes between 5-7 working days (excluding delivery time).
For medium repairs such as stone loss or rhodium plating, it takes 7- 10working days if you have the stone and 14 - 18 working days if we have to replace the stone.
For major repairs such as repairs to the metal and setting, it takes 14 to 21 working days.
How much do repairs cost?
How much a repair for a piece depends on what the fault is.
The piece will need to be sent to us for proper assessment by our smiths. After an assessment is made, you will be advised on the cost and the timeline for the repair.
An invoice will be sent to you by our customer service team which you will need to approve and pay before we begin the repairs.
If you have any questions or concerns about the process at any time, please contact us.
What type of packaging will my order come in?
We understand that beautiful jewellery presentation is just as important as the piece itself and we want you to experience the feel of luxury when you receive your order.
Every piece comes nestled in our luxurious jewellery box which also comes in very handy for storing your jewellery securely.
This is placed in a gift box which also contains a care card, your certificate (where applicable) and jewellery polish cloth.
What payment methods do you accept?
We're pleased to say we offer the following payment options
- Apple Pay
- PayPal Express
- PayPal Credit
- All Major Credit/Debit Cards
Apple Pay and PayPal Express are a fast and secure way to checkout without having to create an account or fill in your details. You also have the option to pay in 3 installments with PayPal.
Why are your prices so low?
Most jewellers who sell the same quality and type of jewellery as we do have more overhead costs like expensive high street and mall rent, more staff, upkeep of the store interior etc.
As an independently run online only store, we are able to operate without these costs and so are able to keep our product costs much lower.
This does not in any way reflect on the quality of our jewellery and our pieces are in many cases of better quality than that of our brick and mortar counterparts
Can I make changes to my order?
For designs by us and items on the website, you may able to make a change to your order within 3 days of placing the order. Please contact us via email as soon as you can if you need to make any changes.
For other designs, if you would like to see if any changes can be made after your order is already in production, please contact us via WhatsApp as soon as possible to see if we are able to make the change.
Please note that if we are able to make changes to your order, it may be subject to additional lead times and cost.
Can I get a message engraved?
Absolutely! Since each piece is made entirely from scratch, we are happy to include any messages in your jewellery. Please leave us a note with your requested message when placing your order. For custom orders, please inform us of the request during the decision making phase
Do bear in mind that not all pieces of jewellery can be engraved on, for example, some eternity bands do not have the allowance or space required to accommodate messages.
Be sure to ask us about this before placing your order.
Where are your items made?
We outsource production of our jewellery outside of the UK which means that we are sourcing straight from the manufacturers of the raw materials, thereby cutting away a lot of the middle men in the jewellery production process.
This way we are able to save thousands of pounds per item and pass those savings to you, our customers.
All our items still go through a rigorous post production quality check to ensure you are getting the best quality for your money.
