Policies and Procedures
Everything you need to know
At Durham Rose, we prioritise transparent communication and are dedicated to delivering exceptional craftsmanship and personalised service throughout your bespoke jewellery experience. Below, you’ll find essential information about our policies, warranties, returns, and more. We hope this guide provides clarity on our process and instils confidence as you choose Durham Rose to bring your custom pieces to life.
Warranty Policy
Coverage:
Our warranty covers any defects in craftsmanship for one year from the date of purchase. This includes issues such as loose stones or structural flaws.
What’s Not Covered:
The warranty does not extend to normal wear and tear, accidental damage, loss, or theft. Specific exclusions include bent prongs, chipped stones, and scratches resulting from impact or improper care.
If you notice a problem covered by our warranty, please contact us at studio@durhamrose.com with detailed photos and a description of the issue. Our team will guide you through the repair process.
Exclusions
Repairs or modifications performed by third-party jewellers will void the warranty.
Design with Confidence
We recognise that choosing bespoke jewellery is a meaningful and personal decision, and we are committed to ensuring every piece is crafted to your exact preferences. Our process is designed to eliminate any uncertainty, offering you complete peace of mind as we work together to refine and perfect your design. From initial concepts to the final details, we’ll collaborate with you every step of the way to create a piece that reflects your vision exactly as you imagined.
Wax Models:
We offer a physical wax prototype for you to visualise your design in full size, allowing you to assess the proportions and details before we craft it in precious metals.
Silver and Cubic Zirconia (CZ) Prototypes:
For a more tangible preview, we can create a silver and CZ version of your design. This allows you to try on the piece, get a feel for the weight, and evaluate how it looks and fits.
Aftercare Services
To ensure your bespoke jewellery remains as stunning as the day you received it, we provide a range of professional aftercare services:
Resizing:
We offer a complimentary resizing within six months of receiving your ring, ensuring it fits perfectly. Additional resizing requests or more complex adjustments may incur a fee.
Stone Replacement
In the event a stone becomes lost or damaged, we provide stone replacement services to restore your piece to its original beauty. For more details on pricing and available options, please don’t hesitate to get in touch.
Cleaning and Polishing:
The warranty does not extend to normal wear and tear, accidental damage, loss, or theft. Specific exclusions include bent prongs, chipped stones, and scratches resulting from impact or improper care. If you notice a problem covered by our warranty, please contact us at studio@durhamrose.com with detailed photos and a description of the issue. Our team will guide you through the repair process.
Returns and Refunds
Bespoke Orders:
Due to the personalised nature of our creations, we are unable to offer returns or refunds on bespoke jewellery. We work closely with you throughout the design process to ensure every detail is exactly as you envision.
Faulty Items:
If your piece is found to be faulty due to a manufacturing error, please contact us right away. We will repair or replace the item following our warranty policy.
Payment Policy
To ensure a smooth and collaborative process, our payment processes are 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 all major credit cards and bank transfers for your convenience.
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 prioritise the security of your personal information and are committed to ensuring your data is handled with the utmost care and confidentiality. Our robust privacy measures safeguard your details throughout every step of your bespoke jewellery journey. To learn more about the steps we take to protect your data, including storage and sharing practices, please review our Privacy Policy