We stand behind every piece we make
Quality-checked before it leaves us. Supported after it reaches you.
Every À Vie commission is inspected and signed off before dispatch. If something isn't right when it arrives, we'll sort it. This page covers what we cover, how to care for your piece at home, and exactly what to do if you ever need our help.
WHAT WE STAND BEHIND
Our warranty, plainly stated
Every À Vie piece is quality-checked before it leaves us. This is what we cover, and what counts as normal wear rather than a defect.
What we cover
- Stone loose or fallen from settingWithin 6 months of delivery, where there is no evidence of impact damage.
- Setting, metal, or stone differs from approved designYour finished piece must match the approved CAD design in all material respects.
- Engraving errorWhere the engraved text differs from the written instruction we were given.
- Surface defects inconsistent with a finished pieceUnpolished areas, tool marks, or porosity not expected on a professionally completed commission.
- Wrong ring size where the correct measurement was providedIf we made the ring to the wrong size despite receiving the correct measurement.
What isn't covered
- Surface scratches from everyday wearNormal for fine jewellery and not a manufacturing defect.
- Prong wear over timeExpected with daily wear. Prongs should be checked periodically by a local jeweller.
- Wrong size where an incorrect measurement was providedWe make to the measurement given. If the measurement was wrong, a resize fee applies.
- Minor variation within handmade tolerancesSmall proportional differences are inherent to handcrafted pieces and are not defects.
- Damage from impact, chemicals, or improper storagePhysical damage or exposure to bleach, chlorine, or abrasive products is not covered.
If a defect becomes apparent within the first 6 months of delivery, the law presumes it was present when the piece was made — the burden is on us to demonstrate otherwise, not on you. After 6 months, you would need to show that the fault was present at the time of delivery. If a defect cannot be repaired to a satisfactory standard, or if repair fails, we will offer a replacement or a refund. Your statutory rights under the Consumer Rights Act 2015 apply in full and cannot be limited by this policy. For complete detail, see our Refund Policy.
CANCELLATIONS AND RETURNS
Bespoke commissions and your right to cancel
Because each piece is made specifically for you, cancellation and return rights work differently to standard online purchases. Here is a plain account of where you stand.
When cancellation may be possible
- Cancellation before design approval and stone confirmationIf you need to cancel before you have approved the CAD design and confirmed the stone selection, contact us and we will discuss your options. At that stage, materials have not yet been committed and a resolution is usually possible.
When cancellation is not available
- Cancellation after design approval and production has begunOnce you have approved the CAD design and the 70% production payment has been made, your stone has been purchased and the metalwork has begun. The commission cannot be cancelled at this point. Each piece is made solely for you and has no resale value once in production.
- Change-of-mind returnsBecause every commission is designed and made to your individual specification, it is exempt from the standard 14-day cooling-off period that applies to most online purchases. This is established under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If there is a defect or the piece does not match the approved design, your full statutory rights apply — see the warranty section above.
Nothing in this section removes or limits your statutory rights in relation to a defective or misdescribed piece. Your rights under the Consumer Rights Act 2015 apply in full regardless of the bespoke nature of your commission.
RING SIZING
Resizing your ring
Getting the size right on a bespoke ring bought online is not always straightforward. We include one complimentary resize within one month of delivery, handled via a local jeweller of your choice, with costs reimbursed on receipt of evidence. If you are checking a measurement before confirming, use our ring sizing guide first.
What is included
- One complimentary resize within one month of deliveryIf the ring does not fit after delivery, take it to any reputable local jeweller, obtain a written quote and receipt for the resize, and send both to us at enquiries@aviediamonds.com. We will reimburse the cost on receipt of evidence.
- Wrong size where the correct measurement was providedIf we made the ring to a size different from the measurement you gave us, this is a manufacturing error. We will arrange correction at no cost to you under the warranty, separately from the complimentary resize above.
What is not included
- Resize requests made more than one month after deliveryThe complimentary resize window is one month from the date of delivery. Requests made after this point are not covered and will be at the customer's cost.
- Second or subsequent resizesOne resize is included. Further resizes are not covered and will be at the customer's cost. Repeated resizing can affect structural integrity on certain setting styles, which we will advise on if relevant.
- Wrong size where an incorrect measurement was providedWe make to the measurement given. If the measurement provided was wrong, the complimentary resize still applies within one month of delivery, but the cost reimbursement model applies rather than warranty repair.
To use your complimentary resize, email enquiries@aviediamonds.com with your commission reference (AV-XXXX), the name and address of the jeweller you plan to use, and the new size required. We will confirm by return before you proceed.
CARING FOR YOUR PIECE
How to clean your jewellery at home
Regular gentle cleaning keeps your piece looking its best. The method below works for most À Vie commissions. Where a stone needs a different approach, we've noted it on the card.
For most pieces — yellow gold, rose gold, platinum, diamonds, sapphires, and rubies — warm soapy water is all you need.
- Mix a few drops of mild washing-up liquid into a bowl of warm (not hot) water.
- Soak your piece for 10–15 minutes to loosen any oil or residue.
- Gently brush the setting and under the stone with a soft-bristled toothbrush.
- Rinse under lukewarm running water, then pat dry with a clean lint-free cloth.
Never use on any piece
- Bleach or chlorine — damages metal alloys and can strip stone treatments
- Toothpaste — abrasive and will scratch metal surfaces and settings
- Bicarbonate of soda — too abrasive for fine jewellery, damages plated metals
- Vinegar — acidic and damaging to gold alloys and many gemstone treatments
- Paper towels or rough cloths — scratch metal surfaces and rhodium plating
- Ultrasonic cleaners at home — can loosen settings and damage treated stones
IF SOMETHING ISN'T RIGHT
We'll make it right
Every piece leaves us inspected and signed off. If something doesn't meet that standard when it reaches you, get in touch and we'll sort it. Here's how the process works.
Get in touch
Email enquiries@aviediamonds.com with your commission reference (AV-XXXX), a description of the issue, and photographs where you can. We'll acknowledge within 2 business days. If the piece has just arrived and something is clearly wrong, contact us immediately — do not delay.
We assess
We review the issue and, where a manufacturing defect is confirmed, arrange collection at no cost to you. For straightforward cases, photographs are often enough to proceed without returning the piece.
We remedy
Our first step is always to repair the specific defect. If repair is not possible or does not fully resolve the issue, we will offer a replacement. If neither repair nor replacement is achievable, a refund will be issued. Return postage is covered where a defect is confirmed.
Include your commission reference (AV-XXXX), a description of the issue, and photographs where possible. You can also reach us via WhatsApp or Instagram DM if that is easier — any existing conversation thread is fine. The more detail you give us, the faster we can help.
Send us a messageEverything you need to know
Aftercare & warranty questions
À Vie Diamonds covers manufacturing defects — including a stone that works loose within 6 months of delivery (where there is no evidence of impact damage), any material difference between the finished piece and the approved CAD design, engraving errors, surface defects inconsistent with a professionally finished piece, and a ring made to the wrong size where we were given the correct measurement. Surface scratches from everyday wear, prong wear over time, and damage from impact or chemicals are not manufacturing defects and are not covered.
Because every À Vie commission is designed and made to your individual specification, it is exempt from the standard 14-day cooling-off period that applies to most online purchases. This is a legal position established under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes goods made to a consumer's specification from the change-of-mind return right. Your stone is purchased and your metalwork begins once you have approved the CAD design and made the 70% production payment. At that point the commission cannot be cancelled.
If you need to raise a cancellation before that stage, contact us and we will discuss the position. If the piece arrives with a defect or does not match the approved design, your full statutory rights apply regardless.
Stop wearing the piece immediately and contact us at enquiries@aviediamonds.com with your commission reference (AV-XXXX) and a photograph if possible. A stone that works loose within 6 months of delivery, with no evidence of impact damage, is covered under our warranty. We will arrange collection and repair at no cost to you. Do not attempt to tighten or adjust the setting yourself.
Email enquiries@aviediamonds.com with your commission reference (AV-XXXX), a clear description of the issue, and photographs where possible. If it is easier to reach us via WhatsApp or Instagram DM, that is absolutely fine — continuing in an existing conversation thread is no problem at all. We acknowledge every message within 2 business days. For manufacturing defects confirmed on inspection, we arrange collection at no cost to you. Our first step is always to repair — if repair is not possible or unsuccessful, we will offer a replacement or a refund.
We include one complimentary resize within one month of delivery. Because we are an online jeweller, we ask you to take the ring to a reputable local jeweller of your choice, obtain a written quote and receipt for the resize, and send both to us at enquiries@aviediamonds.com with your commission reference (AV-XXXX). We will reimburse the cost on receipt of that evidence.
Before you proceed, email us to confirm the new size and the jeweller you plan to use — we will respond by return. If you are still checking the measurement, use our ring sizing guide to compare UK, US, EU/ISO, diameter and circumference references before confirming. If the ring was made to the wrong size because we were given an incorrect measurement to work from, the complimentary resize and reimbursement still apply within the one-month window. If we made the ring to a different size from the measurement you provided, that is a manufacturing error and is handled under our warranty separately.
For most rings — yellow gold, rose gold, platinum, and diamonds, sapphires, or rubies — mix a few drops of mild washing-up liquid into warm (not hot) water, soak for 10–15 minutes, gently brush the setting with a soft-bristled toothbrush, then rinse and pat dry with a lint-free cloth. Never use toothpaste, bleach, bicarbonate of soda, or vinegar. Emeralds are an exception — wipe with a damp soft cloth only, as most emeralds are treated with oil that soaking can dissolve.
No — this is normal. White gold is rhodium-plated to give it its white appearance, and that plating wears gradually with daily wear. When the underlying gold alloy begins to show through, the ring takes on a slight yellow tint. This is not a defect. Replating is a straightforward and inexpensive service available from any local jeweller — it restores the white finish completely. It is not something À Vie carries out, but we are happy to advise if you have questions.
Prong wear over time is a normal consequence of daily wear and is not a manufacturing defect. Prongs should be checked periodically by a local jeweller — most offer this as a free or low-cost service. If a prong was poorly formed or damaged at the point of manufacture, that is a different matter and we will assess it under our warranty. If you notice a prong snagging shortly after delivery, contact us and we will investigate.
Yes — where a manufacturing defect is confirmed, we arrange and cover the cost of collection. You will not be asked to pay for return postage on a defect claim. We use an insured, tracked service for all returns. If an issue is investigated and found not to be a manufacturing defect, we will let you know before any work is carried out and confirm any costs in writing.
We do not recommend ultrasonic cleaners for home use on À Vie commissions. Ultrasonic cleaning can loosen stones in their settings and damage treated gemstones — particularly emeralds, which are almost always fracture-filled with oil. The standard warm water and soft brush method is safe, effective, and carries none of these risks. If you feel your piece needs a deeper professional clean, take it to a local jeweller.
Your statutory rights under the Consumer Rights Act 2015 apply in full. Every piece we make must be of satisfactory quality, fit for purpose, and as described. If your piece has a manufacturing defect, does not match the approved design, or is not of satisfactory quality, you have the right to repair, replacement, price reduction, or refund — regardless of the bespoke nature of the commission. If a fault appears within the first 6 months of delivery, the law presumes it was present when the piece was made. After 6 months, you would need to demonstrate that the fault existed at the time of delivery. These rights cannot be waived. See our Refund Policy for full detail.
Store your ring in the box or pouch it arrived in, or in a fabric-lined jewellery box where it won't rub against other pieces. Diamonds and harder stones can scratch softer metals and gemstones, so separate compartments matter. Remove your ring before swimming (chlorine damages metal alloys and stone treatments), before using household cleaning products, and before any activity where it could be knocked. Avoid contact with perfume, hand cream, and hairspray — residue builds up in settings and dulls the finish over time.
Still have a question about your commission? We respond within 2 business days.