Delivery & Returns: What to Expect
Buying jewellery online means waiting without knowing what is happening. This page sets out exactly what happens between your order and the box arriving — including the parts that add time.
Quick answer
Quick answer: orders are completed within 14 days, with free insured UK delivery. We contact you within three business hours to confirm sizing before anything is made. You have 30 days to return an unworn piece and 30 days to exchange it, plus free resizing within 60 days. Bespoke pieces are made for you individually and are not returnable, though resizing still applies.
What you are actually buying
Most of our range is made to order or in stock, and which one applies changes the timeline more than anything else.
A made-to-order piece is produced after you order it, in your size and chosen carat. Nothing is sitting on a shelf waiting, which is why we can offer the same design in 9ct, 14ct or 18ct without holding every combination in stock.
An in-stock piece already exists and usually only needs sizing or final checks before dispatch.
Either way, we are the manufacturer rather than a reseller, so the piece is made in our own workshops instead of ordered in from a third party. That is what makes made-to-order practical at this speed.
The timeline, step by step
Within three business hours of your order we contact you by email or WhatsApp to confirm sizing. If you do not know your ring size we send a free sizer — see made to your size for how that works.
Making. Production begins once the size is confirmed, not when the order is placed. This is the single most common reason a timeline slips: if we are waiting on your measurement, the clock has not started.
Hallmarking. Qualifying pieces go to a UK Assay Office to be independently tested and marked before they can be described as gold. This is a legal step involving a third party, and it adds days rather than hours. It is also the reason your piece carries an independent confirmation of its metal rather than only our word.
Dispatch. Orders are completed within 14 days. Many are quicker, particularly in-stock pieces, but 14 days is the figure to plan around.
If you need something for a specific date, tell us at the point of ordering rather than afterwards. We will say honestly whether it is achievable.
Delivery
UK. Delivery is free and fully insured, and requires a signature. We send tracking when the parcel leaves us. Nothing is left with neighbours or in a safe place, because insurance on jewellery does not work that way.
Outside the UK. We ship internationally, insured.
Shipping cost outside the UK depends on the destination and the service. If a quoted figure looks wrong to you, message us before completing the order rather than abandoning it — we would rather look at it than lose you over a number that can usually be improved.
Returns and exchanges
Returns: 30 days. If a piece is not right, you can return it within 30 days of receiving it. It needs to be unworn and in the condition it arrived, with its packaging and any accompanying documentation.
Exchanges: 30 days. If you would rather change the piece than return it, the same window applies.
Bespoke is the exception. A piece designed and made specifically for you cannot be returned, because it exists only because you asked for it. We say this clearly before any bespoke order is confirmed rather than in the small print afterwards. Resizing still applies to bespoke pieces.
To start a return or exchange, message us on WhatsApp or email before sending anything back, so we can tell you how to send it insured. A returned parcel that is lost in transit is a problem for whoever posted it.
Once the piece reaches us and has been checked, we process the refund and confirm it by email. Your bank or card provider then takes its own time to show the money back in your account.
Free resizing within 60 days
Sizing at a distance is not perfect, so there is a separate safety net that is not the same thing as a return.
If a ring does not fit, send it back within 60 days and we will resize it at no cost. This applies to made-to-order, in-stock and bespoke pieces alike. It is deliberately longer than the return window, because fit problems often only become obvious after a couple of weeks of wearing something.
Plain bands are the most straightforward to resize. Fully set designs — full eternity rings in particular — have limits, because the stones run the whole way around and there is no plain section to work with. If that applies to your piece we will tell you what is possible before you send it.
Warranty, and what it does not cover
Delivery, returns and resizing are separate from the warranty, which covers manufacturing and material defects — a setting that fails because of how it was made rather than because of an impact. Our warranty page sets out what is included and what is not.
Accidental damage, ordinary wear and loss are not warranty matters. For those, a repair quote or your own insurance is the route — and photographing your pieces when they arrive makes the second of those considerably easier. Our guide to storing gold jewellery covers keeping records alongside the practical side.
The three numbers that matter
Pieces are solid 9ct, 14ct or 18ct gold, never plated, made to order or in stock, and independently UK hallmarked on qualifying pieces. Message our team on WhatsApp and we'll help you choose.
Frequently asked questions
How long will my order take?
Orders are completed within 14 days from the point your sizing is confirmed. In-stock pieces are often quicker. Production starts when we have your size, not when the order is placed, so replying to our first message keeps the timeline on track.
Is delivery free?
UK delivery is free, fully insured and requires a signature, with tracking sent when the parcel leaves us. We also ship internationally with insurance.
Can I return a piece if I change my mind?
Yes, within 30 days of receiving it, unworn and in the condition it arrived with its packaging. Exchanges run to the same 30-day window. Bespoke pieces made specifically for you are not returnable, though resizing still applies to them.
What if my ring does not fit?
We resize it free of charge within 60 days, whether the piece was made to your size, held in stock or bespoke. Plain bands are the most straightforward; fully set designs such as full eternity rings have limits, and we will explain what is possible before you send it.