Our 1-Year Warranty

Every piece from The Fine Jewellery Company is crafted with care and made to be worn, lived in and cherished. We stand behind the quality of our craftsmanship, which is why all of our jewellery comes with a complimentary 1-year warranty against manufacturing defects in materials or workmanship.

There is nothing to register and nothing to pay. Your warranty begins automatically on the date your order is dispatched.


WHAT OUR WARRANTY COVERS

If your jewellery develops a fault that results from the way it was made, we will replace it with an identical or equivalent piece free of charge. Where a replacement is not possible, we may repair your piece or offer a full refund.

Examples of manufacturing defects include:

  • A stone that becomes loose or falls from its setting due to a faulty setting, under normal wear
  • A clasp, catch, bale or earring fitting that fails or breaks without impact or force
  • A chain link or solder joint that separates under normal wear
  • Defects in the finish, such as plating that peels or flakes prematurely

Our team will assess every claim, and the decision on whether to replace, repair or refund will be made by us based on that assessment.


WHAT OUR WARRANTY DOES NOT COVER

Our warranty covers how your piece was made, not what happens to it afterwards. It does not cover:

  • Accidental damage, for example a ring caught on a door handle, a bracelet trapped in a car door, or claws bent from a knock
  • General wear and tear, including surface scratches, dents, stretched or kinked chains, and worn or thinning shanks
  • Damage caused by chemicals or harsh environments, including chlorine (swimming pools and hot tubs), sea water, household cleaning products and detergents, bleach, perfumes, cosmetics and hair products. This includes tarnishing, discolouration, pitting, loss of plating or rhodium finish, and damage to porous or delicate gemstones such as pearls, opals and emeralds
  • Natural wear of finishes, including the rhodium plating on white gold and the plating on gold-plated or vermeil pieces, which will gradually wear with use and is not permanent
  • Loss or theft, including stones lost as a result of impact or damage, and lost earring backs
  • Improper care, including excessive polishing, exposure to heat, and incorrect storage
  • Natural characteristics of gemstones and pearls, including inclusions, colour variation, and the sensitivity of pearls and porous stones such as opal to water, cosmetics and light
  • Work carried out by another jeweller. Any resizing, repair, engraving or alteration by a third party will void your warranty
  • Items not purchased directly from The Fine Jewellery Company, including purchases made through marketplaces or retail partners


BEFORE YOU MAKE A CLAIM

To help us resolve your claim as quickly as possible, please:

  • Have your order number or proof of purchase to hand
  • Stop wearing the piece as soon as you notice a problem, to prevent further damage or the loss of a stone
  • Take clear photographs of the fault
  • Keep any loose stones or broken parts and send them with your piece


HOW TO MAKE A WARRANTY CLAIM

  1. Contact us. Get in touch with our Customer Care team with your order number, a short description of the issue and clear photographs of the fault. You can reach us by email, live chat, phone on +44 330 010 2012 or WhatsApp, Monday to Friday, 9:00–17:00.
  2. Initial review. We aim to respond within 24–48 hours during office hours. If we need to see your piece, we will send you instructions for returning it to us.
  3. Send your piece to us. Please send your piece using a tracked and insured postal service, securely packaged in a sealed mailing bag, and keep your proof of postage. If your claim is approved, we will reimburse your postage costs.
  4. Inspection. Once your piece arrives, our team will inspect it and confirm whether the issue is covered by your warranty. We will keep you updated throughout.
  5. Resolution. If the fault is covered, we will replace your piece (or, where appropriate, repair or refund it) at no cost to you, and send it back to you free of charge.


IF YOUR CLAIM ISN'T COVERED

If our inspection finds that the issue is not a manufacturing defect, for example accidental damage or general wear, we will explain our findings and return your piece to you. Postage for claims that are not covered is paid by the customer. We do not offer a general repair service, so we recommend having your piece repaired by a local jeweller.


AFTER A REPLACEMENT OR REPAIR

A replacement or repaired piece comes with a new 1-year warranty, starting from the date it is dispatched to you.


GIFTS

If your piece was a gift, you can still make a claim. Simply provide the order number, or the name and email address of the person who placed the order, so we can locate the purchase.


YOUR STATUTORY RIGHTS

Our warranty is offered in addition to, and does not affect, your legal rights. Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If you are a customer in the EU, you also benefit from the legal guarantee that applies in your country. For guidance on your rights, visit Citizens Advice.


PROTECTING YOUR JEWELLERY AGAINST LOSS OR ACCIDENTAL DAMAGE

Our warranty covers manufacturing defects only. We do not currently offer an extended warranty or jewellery insurance. To protect your piece against loss, theft or accidental damage, we recommend adding it to your home contents insurance or taking out a specialist jewellery insurance policy. Your order confirmation can be used as proof of value.


CARING FOR YOUR JEWELLERY

The right care will help your jewellery keep its beauty for years to come and reduce the risk of damage. Visit our Product Care & Repair guide for cleaning, polishing and storage advice.


FREQUENTLY ASKED QUESTIONS

Do I need to register my warranty? No. Every piece is covered automatically from the date your order is dispatched.

Are sale items covered? Yes. Pieces bought at a reduced price carry the same 1-year warranty.

Is my warranty transferable? Your warranty applies to the original purchase and can be used by the original purchaser or the gift recipient.

Who pays the postage when I send my piece in? You pay the postage to send your piece to us. If your claim is approved, we will reimburse it and return your piece free of charge.

A stone has fallen out of my piece. Is that covered? If the stone came loose because of a faulty setting under normal wear, yes. If it was lost following a knock or impact, it is not. Please stop wearing the piece and contact us with photos, and our team will assess it.

My white gold piece is starting to look yellowish. Is that covered? White gold is plated with rhodium for its bright white finish, and this naturally wears with time. This is normal wear and is not covered by our warranty.

I had my ring resized by a local jeweller. Am I still covered? Any resizing, repair or alteration by another jeweller voids the warranty, as we can no longer guarantee the original workmanship.

Can I extend my warranty? We do not currently offer extended warranty cover.


NEED HELP?

Our Customer Care team is here to help, Monday to Friday, 9:00–17:00 (UK time).

Phone: +44 330 010 2012 · WhatsApp · Email us