Frequently Asked Questions
Frequently Asked Questions
HOW DO I CARE FOR MY GOLD VERMEIL / GOLD-PLATED JEWELLERY?
Do not use an ultrasonic cleaner, as this can strip the gold plating. Clean your piece using lukewarm water with a very soft toothbrush. Do not use hard, abrasive jewellery cleaning cloths, as these will wear away the gold plating over time. Instead, gently buff with a soft, non-abrasive cloth, such as a cotton wool pad, to keep the finish looking its best.
HOW LONG DOES A BESPOKE COMMISSION TAKE?
Our bespoke process typically takes seven weeks from confirmed design and deposit — Seven Weeks. One Story. Yours Forever. Occasionally, sourcing rare or specific gemstones may extend this timeline, and we'll always let you know as early as possible if this is the case.
WHAT HAPPENS DURING A BESPOKE CONSULTATION?
We start by getting to know your story, your budget, and your vision for the piece. From there, we'll guide you through metal, stone, and design choices, and confirm a design and timeline before any work begins. You can book a consultation directly through our Consultations page.
CAN I RETURN A BESPOKE OR MADE-TO-ORDER PIECE?
Because bespoke and made-to-order pieces are created specifically for you, they are non-refundable and cannot be exchanged, except where the piece is faulty. Full details are on our Delivery & Returns page.
CAN I RETURN A READY-TO-BUY PIECE?
Yes — ready-to-buy pieces can be returned within 14 days of receipt for a full refund, as long as they're unworn, undamaged, and returned in their original packaging. Full details are on our Delivery & Returns page.
DO YOU USE LAB-GROWN OR NATURAL DIAMONDS?
All our diamonds are ethically grown lab diamonds, D–F grade and VS+ clarity — the same quality and brilliance as natural diamonds, without the environmental and ethical concerns of mining.
CAN I HAVE MY RING RESIZED?
Yes. Resizing is available on most pieces — get in touch with us before ordering if you know your correct size, or afterwards if you need an adjustment once you've received your piece.
DO YOU SHIP INTERNATIONALLY?
We ship to the UK and most countries worldwide. We do not currently ship to EU.
We ship to the UK and most countries worldwide. We do not currently ship to the EU due to post-Brexit import VAT and customs complexity. Any import duties or local taxes on international orders are the customer's responsibility.
WILL I RECEIVE A VALUATION OR CERTIFICATE WITH MY PIECE?
Where applicable, certified stones come with their certificate, and we're happy to provide a valuation document for insurance purposes on request.
HOW SHOULD I CARE FOR MY SILVER JEWELLERY?
Silver will naturally tarnish over time. This can usually be brought back with a gentle polish using a proper silver polishing cloth. Avoid contact with perfume, chlorine, and household chemicals where possible.
WHAT IF MY PIECE DEVELOPS A FAULT?
If you believe your piece has a manufacturing fault, please contact us within 30 days of receiving it. Faults reported within this window will be assessed and resolved at no cost to you. Full details are on our Delivery & Returns page.