Twelve months on our workmanship
If a repair we carried out does not hold, send it back and we will put it right. Postage both ways is on us.
Our 12-month guarantee
We guarantee the work we do for twelve months. If a repair we carried out fails in that time, send it back and we will put it right at our own cost, including the postage both ways.
It is a guarantee on our workmanship. It covers the repair we did, not the whole piece. If a different part of the item goes later, or the piece is damaged after it comes home, that is a separate job and we will quote for it in the usual way.
Most of the postal trade offers thirty days. We used to as well. We changed it because the work is done on our own benches, by our own jewellers, and we are willing to stand behind it for longer than that.
How to claim
- Get in touch within twelve months of your piece coming home
- Tell us what has gone wrong — a photograph usually helps
- We arrange the postage back to us, at our cost
- We put the repair right and send it home, at our cost
What it does not cover
- Fair wear and tear
- Accidental damage after the repair
- Work carried out by somebody else
- Parts of the piece we did not work on
If you are not sure whether something is covered, ask us. We would rather look at it than argue about it.
This guarantee is in addition to your legal rights as a consumer, not instead of them.
Frequently Asked Questions
How do I claim under the 12-month guarantee?
Email or ring us within twelve months of your piece coming home. Tell us what has gone wrong and send a photograph if you can. We will arrange the postage back to us and take it from there.
What does the 12-month guarantee cover?
The work we carried out. If the solder we did lets go, or the setting we tightened works loose, or the sizing we did fails, we put it right at our cost. It covers our workmanship rather than the whole piece.
What if the piece was damaged after I got it back?
Accidental damage after the repair is not covered by the guarantee, and neither is fair wear and tear. Send it in anyway and we will quote for putting it right. If we look at it and find our own work was at fault, it comes back under the guarantee and you pay nothing.
Will I have to pay postage on a guarantee claim?
No. If it is covered by the guarantee we pay the postage both ways, insured as usual. You will not be charged the £9.99 return fee on a guarantee claim.
Can I have my money back instead of a repair?
Our first move is always to put the work right, because that is what you wanted in the first place. 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.