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FAQs

Payment

1. How can I pay?

When making a purchase on our online store, you can choose from the following payment options, PayPal or by Credit/Debit Card (including Visa, MasterCard and Amex).

2. Can I use PayPal?

Yes, you can pay and checkout using PayPal, for your convenience.

Delivery & Returns

1. Do you have delivery charges?

All our jewellery comes with free standard UK delivery included. At the moment, we do not offer any fast tracked or next day delivery options, but if you have any special requirements, please contact us (there may be an additional charge in some cases). We always aim to dispatch quickly and where there is a delay, we will let you know.

2. If I order multiple items, will be I be charged a delivery price per item, or one set fee?

As our delivery is free, you will not be charged any more, or any less for delivery when more than one item is purchased.

3. Can I track my order?

You will receive an email when the item is despatched, but we don’t currently offer any further tracking information via email, but we would be happy to track your item for you if you wish to contact us.

4. What is your returns policy?

We offer a 14-day cooling off returns policy, if you wish to return any goods you have a duty to keep them in your possession and to take reasonable care of them until you return them. Goods must be returned in their original condition, unworn, including immediate packaging, within the cooling off period. For more details, please see our Full Returns Policy.

5. Do you pay P&P for me to return an item if its faulty or I am not happy?

You are entitled to return any product that you are dissatisfied with to us, however we will not be responsible for any postal charges.

Packaging

1. If I order multiple items, how will they be packaged?

Each item will come with an individual jewellery gift box or bag. They will be carefully bubble wrapped, and sent out in appropriate packaging.

2. Do you offer gifted items and gift packaging?

Our jewellery will come in a jewellery gift box. If you require anything to be gift wrapped, let us know when you have placed your order, either by phone or email and we can discuss your requirements.

Repairs & Cleaning

1. Do you repair jewellery?

Yes, we offer general jewellery repair and alteration services and can source specialist repairs if required. More information is available in our Repairs Section.

2. How long does a repair take?

This will depend on the work being carried out and seasonal workload. We will discuss the timescale with you, for any work you would like us to undertake for you. We aim to return standard repairs within 7-10 working days, sooner if at all possible. If you wish to discuss a repair, please do not hesitate to get in contact.

3. How much does it cost to get a repair?

Our 9ct soldering and sizing of rings start at £19.95, this includes cleaning and polishing. Costs of other repairs will depend on the work involved and materials needed, please call or email us with detail of the repair, and we will give you a price. In some cases, we may need to see the item, to be able to provide an accurate quote.

4. Do you offer a cleaning service or advice for keeping items clean?

We offer a thorough clean, polish and rhodium service if required We are happy to advise on cleaning your jewellery and offer a range of cleaning products and accessories.

Design & Engraving Services

1. Do you have bespoke services?

Yes, we offer a bespoke design and re-modelling service, to suit your individual style and budget. Our team of professional sales staff and workshop team are able to help to create your ideal piece of jewellery based on clear images, dimensions and descriptions. More information is available in our Commissions Section.

2. If I am not local, can I still have bespoke items made?

Yes, we can discuss your needs with you, it is always best to meet in person, but we can accommodate your communication needs, should a visit not be possible.

3. Can you engrave items?

Yes, we offer an engraving service, the cost of this will depend on the number of letters or words and also the style of engraving you require (for example, block text or script).

After Care & Sizing

1. Can you advise on my ring size?

From our 26 years of being in this business, we advocate that the only accurate method of measuring a ring size, is to either visit the store and our staff will accurately measure the finger, or to bring in a ring that fits, to be measured for size.

As a general guide, we have provided a Ring Size Guide to use as a base, but we would recommend getting the finger professionally measured.

Promotions, Offers & Pricing

1. Do you run discounts, offers or vouchers?

Yes, we often feature promotions, offers and in store events. The best way to stay up-to-date with all of our offers is to sign up to our News Letter.

2. Do you price match?

Most of the products we offer are not available with most other retailers, therefore, it is unlikely that we will be in a position to offer a like for like price match. We are always happy to discuss this with you though, if you believe you have seen the same item at a lower price in the UK.

Security & Technical Support

1. Are my details protected online?

Our Cookie & Privacy Policy provides information on this.

2. What happens if I am having technical issues at the checkout?

If you have any issues during checkout, please contact us on 0121 354 3087 during opening hours, or info@atkinsonsthejeweller.com. We can either advise on how to checkout, or we may be able to take your order over the phone.

Fine Jewellery

1. Is there a difference between sterling silver and fine silver?

All silver jewellery is made from Sterling Silver. It is 92.5% pure silver plus other metal alloys making it a suitable metal to make jewellery. Fine silver is 99.9% pure but is generally too soft to manufacture jewellery items from.

2. Are your jewellery items hallmarked?

All our jewellery will be hallmarked as required by the Hallmarking Act of 1973. However, there are exemptions which are, any Silver items under 7g and any Gold items under 1g are not required by law to be hallmarked.

3. What is the difference between 9ct, 14ct, 18ct & 24ct Gold?

9ct Gold is often the most affordable form of gold jewellery. It is a third pure gold and has a light-yellow hue due to the mix of other metal alloys such as silver, copper and zinc. Creating a stronger, more durable and more resistant gold to scratching and denting.

14ct Gold is made from over half fine gold and generally has a slight warm yellow hue. Items made from this carat can generally be found in many parts of Europe including such places as Greece and Italy. It is often more affordable than

18ct gold, making it a popular choice in those countries. 18ct Gold is three quarters pure gold giving it a warm, luxurious and sumptuous feel. It is often used for those special items of jewellery such as engagement rings and elegant diamond set pieces. 18ct White gold is mixed with Palladium giving it a rich dark white colour. Most white gold will be plated with Rhodium giving an even whiter lustre and finish.

22ct Gold radiates a deep yellow colour and was often used for wedding rings, however due to its higher purity at 91.6% pure gold, it is a much softer metal to work with and is less durable than the other metals, meaning it is not ideal for stone set pieces and is susceptible to deeper scratches and denting.

24ct Gold is 99.9% pure gold. It is generally less practical to use in jewellery in this country, although it can often be found in some Asian jewellery from traditional handcrafted items to bold statement bridal pieces.

Ethics

1. Do you have a Corporate Social Responsibility to ethically source items?

As mentioned in our Terms and Conditions, we follow the NAJ Code of Ethics, as well as this we always aim to source our diamonds free of conflict.

Photography

1. Are the photographs of images to size?

No, our photographs are not to scale and are designed to showcase each item and its design features. The dimensions of each item are listed in the description.

If you would like any more details on any of the products shown, please feel free to get in touch on 0121 354 3087 or info@atkinsonsthejeweller.com.

2. Do the pictures show the exact product?

Each photograph shows the type of product, that may not be the exact item (as we may have several pieces of the same item in stock). Any Pre-Loved items show the exact image of the item. Any bespoke designs will show the exact image of the item

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