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FAQs – Ruth Tomlinson

FAQs

OUR MATERIALS

What’s the story behind your diamonds?

We deal with the same small selection of reputable diamond suppliers that we did when Ruth first started the brand. Many of the stones are antique, old cuts that have been recycled from centuries past, while others of more recent origin are sourced in the most ethical and environmentally responsible manner, adhering to the Kimberley Process.

Each stone that we use has been individually selected for its unique beauty, particularly our uncut raw diamonds and antique hand cut stones. Please keep this in mind as the stones used in your jewellery will also be unique and will vary slightly in size and colour from other pieces that have been made or photographs you may have seen.

Do you provide certification for your diamonds?

We do not provide GIA-certification for our diamonds as we do not seek to portray industry deemed perfection in our jewels. Old cut diamonds pre-date the commercial certification categories of the 4C’s, neither do our raw diamonds adhere to the classifications due to their uncut state. If you’d specifically like GIA certified diamonds in your jewels we can source these especially for you. Please bear in mind that GIA certification impacts the price of the stones, and thus the finished jewel, significantly.

Tell us about your gold?

We use recycled gold from our independent precious metal supplier. All of our jewels are hallmarked and bear our unique ‘Maker’s Mark’ to British hallmarking regulations. We can work in Fairtrade Gold on request, please enquire about this as it does affect price.

Are all of your jewels unique?

Each of our jewels is completely handmade in our London atelier by our team of goldsmiths, and therefore each piece is unique. Due to this, please note that small variations will occur resulting in slight differences from photographs you may have seen. Stone and metal colours may vary slightly and sizes are accurate within reason. No two pieces are ever exactly alike.

ORDERING ONLINE

Why do the stones in my jewel look different from those on the website?

We celebrate the unique character and natural qualities of the diamonds and gemstones that we work with. Slight variations in colour can be expected as they are natural minerals. Our old cut diamonds were each cut by hand by master diamond cutters during the Victorian and Georgian eras, therefore each will have its own unique character than cannot be exactly replicated.

I don’t live in the UK, do you ship internationally?

Yes we ship worldwide, please refer to our DELIVERY INFORMATION page for more details

How long will it take for my order to arrive?

Delivery time varies depending on the collection. We endeavour to deliver within 3-10 working days within the UK, and 5-12 working days for other countries. Maximum delivery time is 8 weeks if the item is made to order, we will inform you if that is the case.

If you have left it a bit late and need something sooner than the delivery time stated, or by a specific date, then just give us a call on +44(0)207 831 3033 so that we can confirm availability on the items and prioritise their dispatch.

How will my order arrive?

Your order will be dispatched in a discrete padded envelope or postage box. The jewellery is packaged in a branded Ruth Tomlinson jewellery box, which is protected by tissue paper. If the recipient and shipping address is different to those of the person who placed the order, we will assume that the order is a gift and a receipt will not be included in the package. If you would like a personal message to accompany any gift orders, please contact us directly.

Do you cover customs fees and import duties?

Unfortunately we do not cover customs fees incurred by exporting our jewels to international destinations. Our customers are responsible for any duties and taxes according to their jurisdiction, however we can often advise you of what this cost might be based on our shipping provider’s estimates. US import duties in particular tend to be around 7% of the price of the jewel. To avoid customs fees and import duties, you can shop our jewels from a stockist local to you – find details of our stockists here

What is your online returns policy?

We hope that you will be absolutely delighted with your Ruth Tomlinson jewellery. If for any reason you are not entirely satisfied with your purchase we are happy to offer an exchange or credit note within 30 days of purchase. Alternatively we will refund a sale made through this website if it is returned to us unworn, in perfect condition, and in its original packaging within 14 working days of your receipt of the order. Purchases exempt from both the refund and exchange policies, unless they are structurally faulty, are:

— Commissioned pieces (bespoke)

— Customised pieces

All sales are final for any items purchased at a discounted rate and no exchanges or refunds will be made on discounted items.

How do I return an online purchase?

To return an online purchase, please contact info@ruthtomlinson.com for further details. Please include your order number in the email.

We are unable to accept responsibility for the non-arrival of returned goods and therefore recommend that UK items be sent by insured special delivery, and international items be sent using a secure and swift fully tracked service. Please note that the cost of shipping is not refundable. In the interests of fraud prevention, your refund will be issued by the same method by which you paid.

If you are not based in the UK and would like to return an item, please note that a customs declaration form will be required on shipping. The goods will need to be correctly detailed as ‘RETURNED BRITISH GOODS’ in order to ensure that no additional customs fees are incurred on re-import to the UK. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

Can I purchase jewellery over the phone or via email?

Yes, our team is available during our business hours of 9am-5.30pm UK time to process sales over the phone or via email. Please note that purchases made through these channels adhere to our direct retail T&C’s whereby exchanges can be made within 30 days of receipt of goods, however we do not issue refunds on these purchases.

CUSTOMISATION, BESPOKE AND RE-SETTING COMMISSIONS

Can you personalise one of your existing designs for me?

Each piece in our collections can be specially made-to-order and customised with a preferred type, colour or size of stone and preferred precious metal alloy. Our team can guide you through the collections and possibilities that can be explored to make one of our existing designs more personal to you. Please contact us on info@ruthtomlinson.com

If you are in or around London, you’re welcome to book an appointment at our Hatton Garden atelier to discuss the details of your order. Appointments are available on Thursdays and Fridays between 9am and 5pm only.

We will quote you accordingly for the changes requested, including an additional £50 flat fee incurred on customisations to our standard designs. Please note that customised items tend to take 4-6 weeks to produce, depending on the complexity of the personalisation.

What about commissioning an original bespoke item?

If you’re looking for something completely unique, tailored to you and your individual story, we offer a private consultation with Ruth either in our London atelier, via video chat, or over the phone. This is an exclusive opportunity to learn about our creative process and bring to life an inspired, original design. Please call 0207 831 3033 or email bespoke@ruthtomlinson.com to make your appointment.

Bespoke commissions take in the region of 8-10 weeks from start to finish, though we do endeavour to finish the projects as quickly as we can as we know our customers are excited to receive their finished jewels.

Do you offer a re-setting service?

We love working with heirloom stones that carry a special story and sentimental value, re-working them into a new and meaningful piece of jewellery that can be enjoyed and worn once again. Please note that we will only work with your heirloom stones, and not with new stones that you have sourced.

If you are able to visit our London atelier with the stones for a personal consultation with Ruth, please contact us to make an appointment. If you are not based in London, please contact us to arrange a video call or phone consultation and to find out details of posting your jewels safely to us.

During your consultation with Ruth, she will work with you to establish the most successful design to pursue, taking into account your tastes and preferences as well as the dimensions and type of stones and the possibilities they present.

Our insurance will cover your jewels while they are in our possession. Please, where possible, have your stones appraised prior to leaving them with us for re-setting. This will ensure that our insurance covers the jewels at an accurate value.

Re-setting projects take in the region of 8-10 weeks from start to finish, though we do endeavour to finish the projects as quickly as we can as we know our customers are excited to receive their finished jewels.

I’m not based in London, can I commission a piece remotely?

We’re happy to work remotely with our customers and take pride in service we’re able to provide to our customers based all over the world. We can discuss commissions over video call or over the phone. Please contact us at the studio to arrange a remote consultation.

What are your payment terms for customised and bespoke pieces of jewellery?

For bespoke and customised orders we require a 50% deposit as confirmation of your order before production can begin. At this point you will be committed to purchase and the order cannot be cancelled. The remainder will then need to be paid in full before collection or dispatch of the order. Payment can be made by debit card, credit card or bank transfer. Goods remain the property of Ruth Tomlinson Jewellery Ltd until paid for in full.

Do you offer engraving?

Yes we do offer an engraving service. Please note that this incurs an extra charge of £65 minimum per item for up to 10 characters. Please leave details of your desired engraving in the ‘Additional Details’ section on checkout and we will contact you via email with further details including font options and a separate invoice.

APPRAISALS AND WARRANTIES

Do you offer a warranty on your jewels?

Our pieces are designed to be worn and loved, but as with all fine jewellery they should be treated with care. We provide a one year warranty on all of our jewellery from the date of purchase, provided it has not been worked on by another jeweller or if the damage goes beyond accepted patterns of wear. Beyond the warranty period we will quote for any necessary repairs on a case by case basis.

Do you offer valuations and appraisals on your jewels?

Although we can provide a valuation letter for insurance purposes once your purchase is complete, we cannot provide a formal appraisal. This requires an independent assessment by a certified appraiser.

REPAIRS + RECONDITIONING

Do you offer repairs?

Yes we are always happy to repair our pieces. We assess repairs on a case-by-case basis, please get in touch with us on info@ruthtomlinson.com for more information. We are committed to making our customers happy so please contact us as soon as possible if you experience any issues with your jewellery.

Do you offer a re-conditioning service?

Although our jewels are designed to change with wear, moulding and adapting to the wearer’s lifestyle and habits through the years, we are happy to recondition items and return their original finish and lustre. Textured surfaces on the precious metal are superficial, gentle matte finishes will smooth out with wear. Please contact the studio if you’d like to bring the jewel’s original finish back to the surface.

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