GENERAL QUESTIONS
How does this service work?
Choose the service you need, tell us about your piece and check out. We then post you a pre-paid Royal Mail Special Delivery envelope — the postage to us is on us. Pack your item securely and hand it in at your local Post Office. Once it reaches the bench we inspect it and confirm the price with you, and no work starts until you have agreed it. Most repairs are back with you in 5–10 working days.
How does the postage work when I send my repair in?
You do not arrange or pay for the postage to us. We send you a pre-paid Royal Mail Special Delivery envelope. Pack your jewellery so it cannot move about, seal it, and hand it in at a Post Office counter — please don’t use a post box. Keep your receipt. It is tracked the whole way and insured to £10,000 per packet, door to door.
How long will my jewellery repair take?
Most repairs are completed within 5-10 business days. For more complex repairs or custom work, we will provide an estimated timeframe once we've assessed your piece.
When will my order be shipped?
Orders are shipped once the repair or custom work is complete, usually within 5-10 business days. We'll provide a tracking number so you can follow the progress of your shipment.
Where do you ship?
We ship to all locations within the UK using Royal Mail Special Delivery, ensuring your items are fully insured and tracked.
Is it safe to post valuable jewellery?
It is the part everybody worries about, so we cover the journey rather than asking you to. Everything travels Royal Mail Special Delivery, tracked at every stage, and your piece is covered by our own jewellers’ block policy — insured to £10,000 per packet, door to door. That is the whole sending rather than each item. Sending something worth more than £10,000? Speak to us first and we will make arrangements.
Where is The Jewellery Mechanic located?
Our workshop is located at 12/14 Gabriel's Hill, Maidstone, Kent, ME15 6JG.
What happens if I don't know my metal and select 'Other' at checkout?
If you're unsure about the metal of your jewellery, select 'Other' at checkout and we'll identify it when we receive your item. We'll contact you if we need more information.
Is there someone I can speak with about my repair or any related concerns or questions?
Yes, you can contact us via email at jamesmarsh@blackwelljewellers.co.uk or call us during business hours for any questions or concerns.
How will I know when my repair is ready?
We will notify you via email when your repair is complete and provide a tracking number for the return shipment.
How can I be sure you're not swapping stones?
We take the utmost care with your jewellery and provide detailed documentation and images of your stones before and after the repair to ensure you receive the same stones back.
Can I get any scrap metal back?
Yes, if you request it, we can return any scrap metal from your repair.
Do you repair watches?
No. We are a jewellery workshop and we do not take watch repairs, servicing or battery work. The one thing we do for watches is engraving — a message on a case back, for example. If your piece needs a watchmaker, a warranty repair is best handled by the manufacturer.
What if the cost of my repair is more than what I originally placed my order for?
If the repair cost exceeds the original estimate, we will contact you with a revised quote for approval before proceeding with the work.
What if my jewellery is costume jewellery?
We can repair costume jewellery, but some limitations may apply depending on the materials and construction. Contact us to discuss your specific piece.
SHIPPING
What are my postage options?
Royal Mail Special Delivery both ways, fully insured and tracked. The postage to us is on us. Return postage is £9.99 per order — not per item, so if you send three pieces in one envelope you pay it once.
How should I pack my item?
Pack it so it cannot move about — a small padded envelope or a jewellery box inside the pre-paid envelope we send you. Seal it properly and hand it in at a Post Office counter rather than a post box, and keep your receipt.
When will my order be sent back?
As soon as the repair is finished, usually within 5–10 working days of it reaching the workshop. We email you when it is on its way and give you a tracking number.
Can I ship my piece to my work address?
Yes, you can use your work address for the return shipment. Just make sure to provide the correct address during checkout.
Can I ship to a P.O. box address?
We recommend using a physical address for Royal Mail Special Delivery to ensure safe and secure delivery.
What if I would rather not use your pre-paid envelope?
You can send it your own way if you prefer, but please use a tracked and insured service — and note that anything sent outside our pre-paid envelope is not covered by our insurance until it reaches us. Speak to us first if you are unsure.
Do you ship to all the UK?
Yes, we ship to all locations within the UK using Royal Mail Special Delivery.
Is it the same label both ways?
No. The pre-paid envelope we send you covers the journey to us. When your repair is finished it comes home on a separate Royal Mail Special Delivery consignment with its own tracking number.
REFUND POLICY
What is your guarantee?
Every repair carries our 12-month guarantee on workmanship. If a repair we carried out fails within twelve months, send it back and we will put it right at our own cost, postage both ways included — you will not be charged the £9.99 return fee on a guarantee claim.
It is a guarantee on the work we did, not on the whole piece. Accidental damage after the repair, and fair wear and tear, are not covered — send it in anyway and we will quote. If we look at it and find our own work was at fault, it comes back under the guarantee and you pay nothing. This does not affect your legal rights as a consumer.
What happens if The Jewellery Mechanic can't perform the service I requested?
If we are unable to perform the requested service, we will contact you to discuss alternatives or provide a refund.
What happens if I get my item back and the finish is different?
If the finish on your item is different from what you expected, contact us immediately. We will work with you to correct the issue to your satisfaction.
What if my ring comes back and it isn't the right size?
If we have sized it wrong, tell us and we will resize it again at no charge — that sits under the 12-month workmanship guarantee, so you are not counting days. If you asked for a particular size and have since changed your mind, that is a fresh job and we will quote you for it.
How do I set up a return or exchange?
Contact us via email at jamesmarsh@blackwelljewellers.co.uk to initiate a return or exchange. We will provide instructions on how to proceed.
What happens if I'm not happy with the repair?
Tell us. Our first move is always to put the work right, because that is what you wanted in the first place. If the work we did is not right it is covered by the 12-month guarantee and we redo it at our cost. If we cannot put it right, talk to us and we will sort something out. This does not affect your legal rights as a consumer.
What if the packet goes missing on its way to you?
You are covered, and you do not have to chase Royal Mail yourself. Contact us and we deal with it. Your piece is insured to £10,000 per packet under our own jewellers’ block policy, door to door — the cover is ours, not something you have to claim on.
What if it goes missing on the way back to me?
The same applies on the way home. It travels Royal Mail Special Delivery, tracked, and is covered to £10,000 per packet under our own policy. Contact us and we will handle the claim.