TL;DR: if your ring arrives damaged, or the size is wrong, contact us promptly with photographs and the tracking details, and keep the packaging. We look at the problem with you and explain the options in writing. We cannot promise an outcome before we see what has happened, but we will be straightforward. The customer pays import duty and tax, and delivery is insured and tracked. Pieces start from £600.
If the parcel looks damaged
- Photograph the outside of the parcel before opening it.
- Open it carefully and photograph the contents.
- Keep the packaging, including the box and any padding.
- Contact us the same day if you can.
Our guide to what comes in the box shows what to expect when you open it.
If the ring is damaged
Send clear photographs from several angles, and tell us what you see. Do not try to fix it yourself. Delivery is insured, and we guide you through the next steps.
Good photographs help
Clear photographs make it much easier to understand what has happened. Use daylight near a window, put the ring on a plain white surface and take pictures from the top, each side and underneath. Add a close view of any damage, and one of the ring on the finger if the concern is the fit. A short video, turning the ring slowly, can show things a still photograph misses.
If the size is wrong
A ring that is a little tight or loose is common, especially when the size was measured at a distance. Tell us how it fits, and which finger. We explain the options, which may include resizing. Our guide to resizing a ring abroad sets out the choices. Our guide to sizing from abroad explains how to measure.
How to judge fit properly
- Try the ring on at a normal temperature, not when your hands are cold or hot.
- Check that it passes the knuckle with a little resistance and does not spin freely.
- Try it again at a different time of day, because fingers change.
- Remember that a wide band feels tighter than a slim one of the same size.
Our guide to winter gloves and ring fit explains why fit changes.
Before the proposal
If the ring is for a proposal and arrives with a problem, tell us how much time you have before the day. In some cases a ring can still be used for the proposal and adjusted afterwards, especially if the issue is a small difference in size. In others it is better to wait. We talk it through with you so you can make the right call for your plans.
If it is not what you expected
Our guide to when a ring is not what you expected explains how we approach it. Because you approve the design in writing before anything is made, we can compare the ring with what was agreed.
Policies we explain in writing
We explain our policy on resizing, returns and changes in writing before you order, so you know what to expect. Made to order jewellery is treated differently from stock items in many places. Our guide to changes after approval covers this.
Customs and costs
The customer pays import duty and tax, which differ by country. Ask us how these would apply if a ring had to travel again.
Working with us
We work by video consultation and message, and make nothing until you approve the design in writing. Standard making time is 5 to 6 weeks, varying with your location and how busy we are.
Frequently asked questions
What do I do first if it is damaged?
Photograph it, keep the packaging, and contact us.
Can the size be changed?
Often, and we explain the options.
Is the delivery insured?
Yes, insured and tracked.
Can I still propose with it?
Sometimes, if the issue is small, and we talk it through with you.
Should I take it to a local jeweller?
Please speak to us first.