*Insured Collection/ Delivery
*Dedicated Account Managers
*Award Winning
*1 To 1 Bespoke Service
*All Items Photographed

Frequently Asked Questions

Please complete and submit the form below and a member of staff will contact you.

Customer Enquiry Form

For a quick answer please send your question and appropriate images to our WhatsApp number TEL: 07534 659247- Hours: Monday - Friday 9am to 4pm (not open Bank Holidays).

Full information on our WhatApp Service here.

Alternatively you can email your questions and images to or complete our

Repair Request Form

For jewellery repairs please contact our customer service department on 01268 546 546 or email .

For enquiries about watches please email or call our Watch Department on 01268 564 657.

This is an option we use in certain situations where we can repair the item but can not guarantee the repair or any other parts of the piece. This course of action is determined by either the poor condition of the item or because of the design itself is impractical. It does not imply we haven't the skills to complete the repair.

When an item is sent to us we undertake a thorough examination using a jewellers loupe, this reveals damage, faults and wear not visible to the naked eye. We will then contact you and advise the best course of action to repair the piece. However, in some instances, for example an item is generally worn and we are only being asked to repair a specific section, then we cannot be held responsible if another section breaks or a stone falls out in another part of the item.

If there are inherent faults with the design then the problem is more likely to recur. We will do our utmost to repair the piece based on the quality of the design.

If at anytime an estimate is sent to you as a No Guarantee we will always give you a clear explanation as to why and encourage you to contact us if more information is required. We advise you to pass this information on to your customers before they decide on whether or not to proceed with the repair.

We guarantee our workmanship, we do not guarantee the item of jewellery as a whole. For example if we replace one stone we do not guarantee the stones we didn't work on. This applies to most types of repair. We keep a digital image on file we can identify whether it is a new problem or a recurrence of the old.

When we are sent in a ring or pendant etc that has a setting that is so badly worn that it needs replacing the most cost effective way to replace that setting for our customers, is to buy a ready made setting from one of the many casting companies that produce settings. We measure the stones and then find a mount that fits the stones. In the ideal situation we are able to find that exact match for the original setting. However, sometimes there may be small differences for example it may have claws that match the pattern but may be slightly shorter or heavier than the original. Sometimes it may look the same from the top view but slightly different from the side view. Sometimes it may look correct all over but will be different from underneath. Which ever option that is chosen will be the best of the choices available to fit the customers stones. If after this explanation your customer insists on the setting being exactly the same then we can reproduce the setting by hand. However, this option involves a much higher cost of which your customer should be made aware. We can provide an estimates if required. To discuss this option please contact out Bespoke Department TEL: 01268 564 651.

To supply and set a diamond. up to 1.5 points (0.015 carats) in size including repolishing the item of jewellery is approx. £24.00. This price does not include any claw work that may be required. We suggest that, when the item is sent to us, it is clearly marked with the following instruction "Supply and set diamond up to £24.00". If any further work is required we will supply an estimate before proceeding.

To supply and set a CZ up to 3mm in size including repolishing the item of jewellery is a maximum of £14.00. This price does not include any claw work that may be required. We suggest that, when the item is sent to us, it is clearly marked with the following instruction "Supply and set CZ up to £14.00". If any further work is required we will return the item with an estimate before proceeding.

When a ring is sized up the back of the ring which is normally the thinnest part of the shank is extended making it longer and giving the impression that the shank is thinner. We add gold when we size up by 1.5 sizes or more( see ring section). We recommend that you measure the depth and width of the shank, using a proper measuring tool, such as a dial gauge, before sending the item to us. This will show the shank has been made longer and not thinner.

Normally when we size down we remove the thinnest section of the shank which should give the impression that the shank is thicker. Sometimes the hallmark is close to the middle of the back of the ring, so in order to avoid removing the hallmark we have to take metal away from the side of the shank which means joining a narrow section to a wider section. To make the ring look even we have to file the wider section to the width of the narrow section giving the impression that the shank is narrower. We recommend that when the hallmark is opposite the head of the ring and may effect the sizing, that you measure the depth and width of the shank at the thinnest part, using a proper measuring tool, such as a dial gauge, before sending the item to us.

As these hallmarks are only burnt on to the surface of the metal by a laser they can be very faint. Rings that have laser hallmarks are harder to size as the hallmarks can easily be removed by the buffing and polishing that is necessary to size a ring correctly. We suggest you bring this to the attention of your customer before sending to the workshop for alteration. If the laser hallmark is removed it can be re-added for an approx. cost of £15.00. This will take a further 2-3 weeks as the ring will have to be sent to the Assay Office for remarking.

When taking the ring in for repair descibe the position of the missing stone in relation to the hallmark.

See our detailed instructions on how to describe missing stone positions.

A sketch of the ring would be another option to indicate the location missing stone. Maker-Mends will take a digital image of all proceeded work and this is kept on file.

A1. Claws catching - This is normally an indication that the claws are wearing and as this develops the claws become very thin and start to peel up, making them catch.

A2. Wear at sides of settings - This can effect the strength of a claw and make it weak so although it appears the top of the claw is still holding the stone in place the claw itself is not strong enough to secure the stone. In both cases It would be advisable to send the item in for an estimate to ascertain condition of the claws.

See our Claw Information Sheet for detailed information about claws.

There could be several reasons, another area of the chain has broken, it could be due to wear and tear, because the chain has been caught on something or the original repair has failed. We keep a digital image on file so we can identify whether it is a new break or a reoccurrence of the old.

A row of pearls that needs restringing is usually stretched and the restringing process removes the slack and the length is reduced although the same number of pearls have been restrung. By counting the pearls before sending the item to us will provide you with a method of reassuring your customer that they haven't lost any pearls even though the length is shorter.

We need both items so that we can match any missing pieces and finishes.

Both are correct, outside the USA a CARAT is used to describe both the unit of weight of a gemstone (not a unit of size) and the quantity of pure gold contained a piece. In the USA the term CARAT refers to gemstone weight and KARAT to the quantity of gold contained in a piece. One carat of a dense (heavy) stone will be smaller than one carat of a lighter stone. For example, a one-carat sapphire will be smaller than a one-carat diamond, because sapphires are heavier than diamonds. A carat in jewellery weighs 200 milligrams alternatively 142 carats equals an ounce. Pure gold is twenty-four twenty-fourths (24/24ths) gold, and is called 24-carat gold. Gold that is 18-caret gold is eighteen twenty-fourths (18/24ths) gold and six twenty-fourths (6/24ths) other metals. Only 24-carat gold is 100% gold.