The short answer: if your ring is not what you expected, check it against your approved design and your documents, take clear photos and contact us straight away. We then look at what is different and explain what we can do under our terms.
It does not happen often, and it can feel upsetting when it does. Here is a calm way to deal with it.
Step 1: compare carefully
Look at the ring in natural light and compare it with the approved render and description. Many differences come from lighting, camera angles and expectations, so give yourself a few minutes in daylight before you decide.
| Check | Compare with |
|---|---|
| Stone shape and size | Your approved description. |
| Metal colour | The agreed metal. |
| Proportions | The render. |
| Size | The agreed ring size. |
| Engraving | The approved text. |
Why a ring can look different from a render
A render is a digital picture, lit perfectly and often shown much larger than life. A real ring sits on a real hand, under changing light, and looks smaller and more delicate than it did on a screen. Metal colours also shift between screens and daylight, and a diamond sparkles differently as you move. None of this means something is wrong, but it does explain why the first impression can be a surprise. Wearing the ring around the house for a short while, after you have checked it, often helps.
Step 2: take photos
Photograph the ring from several angles in daylight, next to a ruler if possible. Photograph the packaging too, and keep it.
Step 3: contact us
Message us promptly with the photos and what concerns you. We would rather hear early, and it is easier to sort out while the details are fresh.
Step 4: we look into it
We compare the ring with the approved design, the report and our records, and tell you what we find. Our guide to reading your ring invoice and certificate helps you check the paperwork while you wait.
Possible outcomes
- A small adjustment, such as a polish or resize.
- A remake where the ring does not match what was approved.
- An explanation, where the ring matches the design but looks different from your expectation.
What we can offer depends on the circumstances. We explain our terms in writing before you order, so you know where you stand, and you can ask us about them at any time.
If the fit is the issue
A ring that is slightly loose or tight is one of the most common concerns, and it is often the simplest to put right. Fingers change with temperature and time of day, so check the fit on a few occasions before deciding. If it does need adjusting, we talk you through the options, including for customers outside the UK. See resizing a ring abroad.
If the ring is a gift
If the ring is for a proposal, tell us as soon as you spot a concern, so there is time to put it right before the day. Try not to wait until the last week.
Prevention
Careful approval avoids most problems. Ask questions about the render, ask for extra views, and read the stone details closely. Nothing is made until you approve the design in writing. Our standard making time is 5 to 6 weeks, which can vary with your location and how busy we are. See written approval. Pieces start from £600.
See what a goldsmith checks before dispatch and changes after approval.
Frequently asked questions
Can I return a bespoke ring? Ask us, and we explain the position in writing before you order.
Who pays shipping if it goes back? We agree this in writing, so ask before you commit.
How fast will you reply? We aim to reply promptly.
Should I wear the ring first? Check it first, and contact us before wearing it if you think something is wrong.
Can I ask for a video call to go through it? Yes, seeing the ring together on video often helps.