All our jewellery comes with a twelve month warranty period from the date of purchase. Any items that prove to be defective under normal use and care due to improper material or workmanship will be covered during this time.
We highly recommend that you visit us once a year in order for us to check over your jewellery, so we can highlight any wear & tear that may need attention - just as you would maintain your car.
Personalised Jewellery, Bespoke items & Special Orders
All personalised or Special Order jewellery is excluded from our refund and exchanges policy. When ordering a personalised product, you will be asked to confirm that any details and/or engraving is correct, and acknowledge that mistakes cannot be rectified after placing your order.
Bespoke commissions include products that have been made to order according to customer specifications, including personalised design, metal and stones.
Our quotes are valid for 2 weeks, after which time we may need to update costs, due to fluctuating material prices. Please note that a deposit of 50% is required for all bespoke pieces, and full payment will be required prior to receiving your order.
All Bespoke commissions are exempt from our refund and exchanges policy.
Our bespoke jewellery is made from high-quality materials, and natural imperfections are to be expected in most gemstones.
Remodels & Salvage
Our remodelling projects have the same terms as our Bespoke Jewellery.
We will always advise you if new material is required in addition to your own, and where there is surplus we will advise of any salvage costs, which are usually deducted from the final cost of the commission.
Any gemstones not used in the new item of jewellery will be returned to you. We do not charge for initial meetings and design time, and wherever possible we will work to your preferred price point.
Welded Jewellery
Welded jewellery can break and/or stretch if caught or pulled. We can re-weld this for you, and any additional reattachments will be £10 providing the chain is in original condition.
Thorpe and Brown Ltd guarantees the weld but not the chain or jewellery itself. Lost items are not covered.
We do not recommend this type of jewellery if you have a pacemaker, a sensitivity or allergy to metals, or have any condition that might make this permanent bracelet experience unsafe.
Thorpe & Brown Ltd is not liable for any medical condition or injury caused by this experience or jewellery. If your welded jewellery gets caught & breaks, please Contact us for a repair, and we'll sort that out for you. Unfortunately we are not able to guarantee welded bracelets, as breakages are very much down to the wearer. We test our joins thoroughly at your appointment to make sure they are secure, and provide peace of mind.
General care
To help protect your jewellery, ensure that it is kept clean and free from creams, lotions, oils, perfumes, chemicals and make-up. To prolong the life of your jewellery, avoid exposure to water, perfumes, oils, makeup, chemicals, direct sunlight and extreme temperatures.
Handmade jewellery is delicate and should be handled with care to prevent damage. Diamonds can scratch and damage your other jewellery
We recommend that you remove your jewellery when showering or participating in heavy exercise to prevent tarnishing. Please note that silver jewellery will naturally tarnish over time.
We recommend using a Jewellery Roll to transport your precious cargo when you go on holiday. Keep items separate to each other so that it doesn’t get scratched or tangled. Ensure that your jewellery is kept free from sun cream and after sun lotion. Avoid wearing in the sea or in chlorinated swimming pools, hot tubs and jacuzzis.
Wear & Tear
It is not recommended that you wear your jewellery when participating in sports, sleeping or swimming. Also avoid contact with creams, perfume and make-up. Normal wear and tear, including tarnishing and fading of metal brightness may occur over time and is not considered a defect. Solvents, bleaches, household chemicals and cleaning products can tarnish silver. Some skin types can make the silver go black - this is only surface discolouration and can easily be removed with a soft, clean cloth.
Swimming can have damaging effects on precious metals due to exposure to water, chlorine, and salt. Here’s how different metals react:
Gold: Chlorine in swimming pools can weaken the metal over time, making it more prone to cracking.
Silver: Saltwater and chlorine cause tarnishing and dis-colouration.
Platinum: Generally more resistant but can still develop scratches and dullness from chemicals, as well as becoming more brittle.
Gemstones & Settings: Chemicals can loosen stones from their settings or cause damage to porous gems like pearls and opals.
It's best to remove jewellery before swimming to maintain its shine and longevity.
Claw-set jewellery needs regular maintenance to check stability & security.
Returns & Exchanges
If you need to return your Thorpe & Brown jewellery, or if somebody has chosen the wrong piece of jewellery for you, it can be returned provided it is unworn and not scratched or damaged.
Due to hygiene reasons, earrings cannot be returned or exchanged.
All goods can be returned to us within 28 days of purchase and online orders must be returned in the original packaging at your own cost. If you are posting the items back to us, we recommend using a secure, trackable method and insure the item as we will not be liable for the item lost in transit.
Workshop bookings can be refunded or amended to a different date if we are made aware of any changes 72 hours before the date of the workshop.
All Bespoke commissions, personalised made to order jewellery, jewellery altered upon a customer request, gift cards, e-vouchers and earrings are exempt from our refund and exchanges policy.
If you wish to exchange your item for a different piece, this can be done up to 28 days from purchase providing that the item has not been worn, is in perfect condition and is returned in the original packaging.
If the value of the new item exceeds the original, you will be required to pay the difference. If the value of the new item is lower than the original piece, the difference will be credited to the credit or debit card originally used for the purchase or a credit note issued.
All Bespoke commissions, personalised made to order jewellery, jewellery altered upon a customer request, gift cards, e-vouchers and earrings are exempt from our refund and exchanges policy.
Jewellery Making Workshops
Our workshops can accommodate up to 7 people, and pre-booking is essential.
We can teach younger teenagers, as long as a responsible adult is present and accepts full responsibility.
When making a ring or bangle, the cost includes either 2mm round wire or 2.3mm D-shaped wire.
You will also have the option of choosing heavier wire at your workshop for an additional cost.
In the rare event of a workshop being cancelled due to insufficient numbers of students or unforeseen circumstances,you will be notified as soon as possible and full payment will be refunded or a different course date offered.