Terms of service
Ordering online
Please refer to our brand philosophy above before ordering online.
We offer a range of pieces from our collection online and at shows. Some are one of a kind, others are made to order and others will be ready to wear. Some of these jewels can be customised to a degree. Please refer to the individual item descriptions on the website and the notes below.
Customised jewellery
Customised pieces are those that are ready to ship but require small alterations, for example the shortening of a necklace or engraving.
Please note that alterations incur an extra charge of £50 and engraving a minimum charge of £65 per item for up to 10 characters. Please leave details of your desired customisation in the ‘Additional Details’ section on checkout and we will contact you via email with further details including font options and a separate invoice for engraving.
Please note that customised items tend to take 4-6 weeks to produce, depending on the complexity of the personalisation.
Sizing Jewellery
Please provide us with the correct ring size when you place your order. Any of our rings can be resized to a degree when purchased through our website except for eternity bands. We recommend confirming the required size with a local jeweller wherever possible, as this is the most accurate. If you live in the UK, you can also request a plastic ring gauge that we can send to you - please note these methods are more of an indication, and not as accurate as a professional sizing. If you do provide us with the wrong size then we will happily resize the ring for you once free of charge. If it needs a second resize, this will be a chargeable service and will be quoted for based on the complexity of the resize, plus shipping.
Measuring your Ring Size
Your finger size can change during the day – the best time to measure is at the end of the day when your fingers are at their largest. Do not measure when your hands are cold as your fingers could be up to half a size smaller than usual!
A wider band will feel tighter than a narrower band. When purchasing a particularly wide band, we recommend choosing a full size larger than your normal ring size. Your ring should fit your finger comfortably: it should be snug enough not to fall off, but loose enough to slide over your knuckle.
Made to order
Some pieces in our collection will be made-to-order with a preferred type, colour or size of stone and preferred precious metal alloy. We can guide you through the collection and possibilities that can be explored to make one of our existing designs more personal to you. Maximum delivery time is usually 8 weeks if the item has been made to order. Please contact us first to discuss your wishes.
For straightforward orders that only require another ring size, for example, please enter your additional details at checkout.
If you are in and around Oxfordshire, you are welcome to book an appointment for a face to face conversation. Appointments are available every other Friday, so contact us to find out.
Bespoke commissions
Bespoke commissions are pieces that are designed and made especially for you to become with you over time and chart your story. They give us the scope to design a piece that reflects you and your values. They take in the region of 12 weeks from start to finish, depending on the complexity of your request, though we do endeavour to finish the projects as quickly as we can as we know our clients are excited to receive their finished jewels.
After contacting us with your initial request, you will be asked to complete an online form for Bespoke Jewellery to give us more details on the piece you have in mind and to allow us to prepare for a private consultation with Alexandra of VON W FINE JEWELLERY, either face to face or online.
For bespoke and customised orders, you will receive a separate invoice with payment details and we require a 50% deposit as confirmation of your order before creation can begin. At this point you will be committed to purchase and the order cannot be cancelled. The remainder will 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 VON W FINE JEWELLERY until paid for in full.
Choosing diamonds and coloured stones
In line with our philosophy and like we as human beings, our diamonds are individuals: Their inclusions and varying colour play makes them unique. We believe that these characterful stones are more desirable than industry standard perfection. We therefore do not provide GIA-certification for our diamonds. If you would 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. Lab-created diamonds can be a more affordable option.
For coloured stones, there are a range of options including recycled and 100% traceable stones as well as lab-created stones such as diamonds, sapphires, rubies and Moissanites.
Please discuss your wishes during your consultation.
As stated in our policies, our one year warranty covers any potential defects in craftsmanship, but it will not cover broken stones.
Using sentimental stones
We love to give your sentimental precious stones a new life. The same process as for bespoke commissions will apply. Our insurance will cover your jewels against theft while they are in our possession. Please, where possible, have your stones appraised prior to leaving them with us for re-designs. This will ensure that our insurance covers the jewels at an accurate value. Either contact us on vonwjewelley@gmail.com to deliver the stones in person if you are in the Oxfordshire region, or send them via Royal Mail Special Delivery to ensure tracking and insurance, as we are not responsible for any damage or loss in transit.
While we will take every possible care when transforming your heirloom for you, it is important to note that many precious stones, especially emeralds but even diamonds, have weak points and that the redesign and setting happens at the owners’ risk.
Ordering from outside the UK
If you are purchasing from outside the UK, currency exchange rates and credit card charges may make a difference to the amount billed on your credit card. Import duties or tax costs will be invoiced to you directly from the courier company. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
France has specific import procedures for jewellery and it is up to the client to arrange and cover these.
You may wish to contact us first.
Delivery information
We offer free shipping in the UK for orders over £500. All UK orders are insured and sent via Royal Mail Special Delivery.
Delivery time varies depending on payment clearance and product availability. Please refer to the delivery details for each product on the product detail page - some pieces are 'ready to ship' and others are 'made to order'. We endeavour to dispatch 'ready to ship' items within 1 – 3 working days within the UK, and 5-12 working days for other countries. 'Made to order' or bespoke items will be dispatched after their advertised lead times.
For urgent delivery requests please contact us on vonwjewellery@gmail.com. Maximum delivery time is usually 8 weeks if the item has been made to order. Please note that we are not responsible for delays due to postal strikes or customs checks and contact us for alternative delivery options if required. Please also contact us directly to find out current stock availability if your order is more urgent.
UK delivery
Parcels will be dispatched using Royal Mail’s Special Delivery service. Parcels will need to be signed for in person, so please state a delivery address where someone will be present to receive it. In the event that nobody is available to receive your item, a card will be left providing you with the option to have the item delivered at a later date or to collect your parcel from your local collection Post Office depot. A tracking number will be supplied via email when your order has been dispatched.
How your order will arrive
Your order will be dispatched in a discreet external envelope or box. All VON W FINE JEWELLERY comes in our trademark, FSC certified, grey and gold pull out jewellery boxes.
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.
Gift cards
Our gift cards are generated digitally and will be emailed to you. A gift card is valid for one year from the date of purchase.
Pricing
Prices are correct at the time of publication. From time to time, prices will change in relation to the gold price, and fluctuations in material costs and costs of overheads – VON W FINE JEWELLERY reserves the right to review prices at any time.
Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling £GBP.
Warranty
VON W FINE JEWELLERY is designed become and age with you and to be the page on which you write your story, proudly embracing small scratches and bumps into the textured surfaces of the metal, but as with all fine jewellery, the pieces should be treated with the care detailed below.
Structural defects are covered up to 12 months from the date of purchase. This does not account for general wear and tear, and we are not responsible for any loss that occurs. Within the first 12 months after purchase, we will replace any lost stones up to 2mm once. We are unable to cover the loss of larger stones, so please check the settings regularly.
Any work carried out on the jewels by another jeweller will void the warranty.
We are committed to provide aftercare for your heirlooms as set out below. Beyond the warranty period we will quote for any necessary repairs on a case by case basis.
Care, repairs and a note on diamonds & coloured stones
Organic imperfections are part of the philosophy of VON W FINE JEWELLERY. If you, however, feel your piece has a structural fault, please contact VON W FINE JEWELLERY for return information for a full inspection.
We will assess repairs beyond the 12 month warranty period on a case-by-case basis. Due to the nature of handmade jewellery, occasionally a stone may become loose. In this case, we will endeavour to re-set it. We are committed to making you as a customer happy, so please contact us as soon as possible if you experience any issues with your purchase.
As we know from excavations, gold and precious stones can survive for millennia. This does not mean, however, that they are indestructible: Diamonds are one of the hardest materials on the planet and are not easily scratched — but a diamond is still vulnerable to chipping and breakage. Please see and follow our care instructions.
Some diamonds in the collection are more sensitive than others and need to be worn with extra care. Both baguette cut diamonds and rose cut diamonds can be more vulnerable to breakage if they receive a hard bump or strike against a hard surface. If you chip or break a stone, having jewellery insurance will not just pay for a replacement ring, but it will also cover any needed repair / diamond replacement. Diamonds are hard gemstones that do not scratch easily with wear. Clean regularly with a soft, lint-free cloth or a soft toothbrush, liquid soap and warm water to avoid any build-up of dirt and keep the stones looking their best.
Jewellery must be taken off when cleaning or handling chemicals, when swimming in a pool or the sea and it should be taken off when doing any physical task, such as DIY, gardening, housework or exercising, as this could result in damage to a stone. Perfume and hair care products should be applied before putting on jewellery. Take care with fine chains and avoid catching or pulling.
Most of our jewels are designed for everyday wear. Diamonds, sapphires and rubies are all hard gemstones that do not scratch easily. Jewels that consist of materials such as pearls and softer gemstones (spinel, citrine, aquamarine) will scratch with regular wear so care must be taken with these items and occasional wear is recommended.
As with all fine jewellery, stone settings should be checked occasionally. If there are any signs of movement please return the jewellery to VON W FINE JEWELLERY to adjust or approach your local jeweller. Utmost care has been taken to set stones securely, however VON W FINE JEWELLERY is not responsible for the loss of stones after purchase.
Store your jewellery in the box provided.
Insuring your jewellery
Securing jewellery insurance for your fine jewellery is highly advised; just as you would purchase insurance for other valuable items.
Jewellery can be both valuable and sentimental. While we know you do your best to take good care of your jewellery, accidents can still happen. It is important to put safeguards in place, so that you can either replace your jewellery, or recover its monetary value.
All VON W FINE JEWELLERY pieces are made to last, using high quality materials, but gold and diamonds do still need to be treated with care, and can break if misused.
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.
Feedback
We welcome feedback from our clients as it enables us to improve. Should we receive a complaint about any part of our service, by phone, email or letter, we will endeavour to deal with it promptly. Please contact us as soon as you have any queries.
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