FAQs

Do I have to make an appointment?

We love to meet our customers face-to-face wherever possible, but we can become quite busy at the weekends so it’s best to make an appointment in advance to give us enough time to discuss your ideas. We can also do remote appointments via Zoom or over the phone if you cannot visit us in person. You can book an appointment here.

Do you have any payment schemes?

When you are placing your order for your custom piece of jewellery, we usually require a deposit of 50%, with the remaining balance payable when the item is to be posted, or on collection.

How long does it take to make a bespoke item?

This depends on the complexity of the piece and how clear your vision for the project is when you come to see us. Some stones can be quite tricky to source and sometimes there’s a healthy bit of to-ing and fro-ing at the design concepting stage to get the design right for you, especially if you require drawings or models. This can extend the bespoke time frame. Our usual lead time for custom projects is eight to ten weeks once the design has been agreed and the deposit has been placed.

Where is your jewellery made?

All our bespoke jewellery and house collections are made in our on-site workshop by our talented team of goldsmiths and stone-setters. There are some very niche elements of our jewellery that are outsourced. These include hallmarking, some stone cutting, polishing and engraving.

Take a tour of our workshop.

Can you make something from my heirloom jewellery?

We often work with customer’s own gemstones and metals to create new jewellery, but there are a few important points to consider.

 

Initially we will need to check over the gemstones in the heirloom piece for integrity and maybe test the metal to make sure we can use it again. Sometimes the stones can be damaged, but we may not see this until they have been un-set. There will also be a charge for un-setting your stones even if we do not make your jewellery in the end.

Whether we can use your metal also depends on the design of the final item. For example, some designs may be too complicated to make completely with your own metal and we might only be able to use it for the shank.

Where do you source your stones?

We source our diamonds and gemstones from trusted suppliers all over the world but it really depends which particular stone you are looking for. Rest assured that we only use diamond suppliers who adhere to the Kimberly process preventing the use of stones borne from conflict.

If you are looking to source a fully traceable diamond or gemstone with provenance for your bespoke piece of jewellery, there are several options available, including Canadian and lab-grown diamonds. Find more information about our Ethics or in our guides to Diamonds and Gemstones.

What paperwork will I receive with my finished piece?

We provide a written valuation with all of our engagement rings, bespoke or ready-to-wear, which includes all the details of the finished item and the total value if the piece of jewellery needs to insured. This important piece of paperwork should be kept safe in the rare event that the item is lost or damaged in the future.

We can provide a valuation for your Baroque wedding rings if you like. Please ask one of our team when you order them.

We cannot provide valuations for your own jewellery that has not been made by us.

If you have chosen a diamond or a gemstone that is certificated, then you will also receive the certificate along with the valuation once the piece has been finished.

Do you provide a box for my ring?

We provide beautiful, handmade leather ring boxes for all our Baroque engagement and wedding rings, which keep the jewellery safe when travelling with you or in the post. If you are not wearing the item, the jewellery box is the safest place to keep it.

Does my Baroque piece come with a warranty?

We offer a one year warranty for your Baroque piece but some exclusions apply:

We can check, clean and polish your Baroque item on request, and for no charge, for life.

If you have taken your Baroque jewellery item to another jeweller for sizing or a service this voids the warranty.

Our warranty applies to manufacturing issues and not normal wear and tear.

How do I find my ring size?

We would always advise to come into the shop where we can carefully measure your finger. If you can’t pop in, we can send you a ring sizer which you can easily use at home. If the ring is a gift or surprise, we advise you to purchase or commission in one of our stock sizes

Can you re-size my Baroque ring?

Yes of course. All our Baroque rings can be re-sized with the first re-sizing being complimentary.

How will you ship my jewellery?

We normally post all our jewellery to our UK based customers via the Royal Mail Special Delivery service which is tracked, signed for, insured and usually arrives the next working day by 13:00. If you live overseas, we ship by Fedex or similar and you can expect your parcel to arrive within two to ten working days depending on customs and delivery services in your country.

What is your refund policy?

If you have purchased a ready-to-wear item from us via the website, you can return it unworn within 14 days from the date you received the ring and receive a full refund as per the UK distance selling laws.

If you have purchased an item of jewellery in-store, you can only exchange it for another piece or have credit towards a bespoke commission within 28 days of purchase.

Unfortunately, due to the unique and personal nature of bespoke commissions we cannot refund or exchange custom items of jewellery this also applies to rings that have been purchased and re-sized. Please find out more here.