Policies and Procedures
Guidance and support at every stage
Warranty Policy
Coverage:
Our jewellery is covered by a one-year warranty from the date you receive your piece. The warranty covers manufacturing defects in materials or craftsmanship, including issues such as stones becoming loose due to a setting fault or structural defects.
What’s Not Covered:
The warranty does not cover normal wear and tear, accidental or impact damage, loss or theft. It also does not cover damage resulting from improper care or handling, including bent or damaged claws or settings, chipped or damaged gemstones, or scratches and general surface wear.
Lost stones are not covered where the loss has resulted from accidental damage, wear and tear, or damage to the setting.
Any repairs, alterations or modifications carried out by a third-party jeweller will also void the warranty.
If you notice an issue that you believe may be covered by our warranty, please contact us at studio@durhamrose.com with a description of the problem and, where possible, clear photographs of the affected area. We’ll assess the issue and guide you through the next steps.
Design with Confidence
We recognise that choosing bespoke jewellery is a meaningful and personal decision. Our process is designed to give you confidence in your design before we begin making your finished piece. From the initial concept through to the final details, we’ll work closely with you to refine the design, consider the proportions and ensure every element feels right for you.
Wax Models:
A physical wax prototype allows you to see your design at full size before committing to the final piece. It’s a useful way to assess the overall proportions, shape and feel of the design, and identify any adjustments you may wish to make.
Silver and Cubic Zirconia (CZ) Prototypes:
For a more realistic preview, we can create your design in silver with cubic zirconia stones. This gives you the opportunity to see how the finished design looks when worn, including the metal, setting and overall appearance of the stones, before we proceed with the final piece.
Aftercare Services
Your jewellery is designed to be worn and enjoyed, and with the right care, it can be treasured for years to come. We offer a range of aftercare services to help keep your piece looking and performing at its best.
Resizing:
If your ring needs adjusting, we offer one complimentary resize within six months of receiving your piece. Additional resizing or more complex alterations may incur a charge, depending on the work required.
Cleaning and Servicing
Regular professional cleaning and polishing helps maintain the appearance of your jewellery and restore its finish. As part of the service, we’ll also check the stones and settings for any signs of wear or movement, allowing us to identify any areas that may need attention.
Stone Replacement
If a gemstone is lost or becomes damaged, we can help source a suitable replacement and arrange the necessary setting work. Costs will vary depending on the stone and work required, and we’ll always advise you before any work is carried out.
Returns and Refunds
Bespoke Orders:
As each piece is individually designed and made to order, we’re unable to offer returns or refunds on bespoke jewellery. We work closely with you throughout the design process, providing opportunities to review and refine your design before manufacture begins.
Cancellation before Manufacture:
If you decide not to proceed before your jewellery enters manufacture, any refund will depend on the stage your order has reached and the costs already incurred. CAD fees, prototype costs and any other non-refundable costs will be deducted where applicable. If a stone has been sourced specifically for your order, its return and any associated costs will also be taken into consideration.
Faulty Items:
If you believe your jewellery has a manufacturing fault, please contact us as soon as possible with details of the issue. We’ll assess the piece and, where the issue is covered under our warranty, arrange the appropriate repair or remedy in line with our warranty terms.
Payment Policy
To keep your bespoke order moving smoothly, our payment process is as follows:
CAD Deposit:
A £180 deposit is required to begin refining your design concept. This amount will be credited towards the final cost of your piece.
Manufacturing Deposit:
A 50% deposit is needed to commence the manufacturing process, allowing us to begin crafting your unique piece in our workshop.
Final Balance:
The remaining balance is due before delivery, once the design is finalised and production is complete.
Accepted Payment Methods:
We accept payment by credit or debit card and bank transfer. Please note that we’re unable to accept Amex or take card payments over the phone.
Shipping and Delivery
Your bespoke piece will be securely packaged and shipped with care:
Domestic Shipping:
Complimentary insured shipping is provided for all orders within the UK. Rest assured your jewellery is fully covered during transit.
International Shipping:
We offer international shipping at an additional cost, with full tracking and insurance for peace of mind.
Delivery Timelines:
Once your design is finalised, we’ll provide you with an estimated delivery timeline.
Privacy Policy
We take the privacy and security of your personal information seriously. Any information you provide to us is handled carefully and securely, and only used where necessary to provide our services and manage your order.
For full details on how we collect, use, store and share your personal information, please see our Privacy Policy or contact our team if you have any questions.