Ideally we’d encourage you to come in and speak to us so we can understand what the problem is and what we need to do to resolve it. It is a good idea to make an appointment to see one of our senior members of staff so that they have the authority and experience to suggest how we can resolve the problem for you straight away.
If you are not able to make it into the shop within a week of discovering you have a problem then please contact us on 01256 355945 to inform us of your concern and we can immediately start looking into things and log the issue on our system. We will then keep this updated throughout the process to enable us to complete an audit trail and hopefully offer you the best level of advice possible.
Alternatively please email us at firstname.lastname@example.org and we will respond as soon as we can. Please however be aware that things can often get misinterpreted in emails so we’d much rather see you and avoid any unnecessary misunderstandings.
Things we can’t resolve:
Life and bad luck:
Unfortunately we have no control over what happens to your jewellery once you leave our shop and you might be surprised for example how much of a battering rings can get. A single impact, caused possibly by actions such as opening a car boot, clapping hands with rings on both hands, rummaging in a hand bag, can potentially break a stone or loosen it. We don’t shirk away from our responsibility to maintain the highest standards of workmanship and service we offer to you and we ask our customers to be fair and reasonable when trying to mutually agree how to resolve such issues.
Sub-standard jewellery brought into us to work on:
We try never to say to our customers that we cant help them and therefore sometimes take on a risk with carrying out repair and alteration work to jewellery you’ve bought somewhere else. We will endeavour to explain all of these risks to you at the initial consultation stages however we don’t always know how a particular metal will behave under heat, whether it is brittle or what exactly your stones might be. We therefore must state work undertaken on such items is always at your risk, but that doesn’t mean we don’t care; we want to avoid problems too!
What we always do:
Whatever has happened we don’t intend to profit from your misfortune so any costs involved in putting something right that we’re confident is just bad luck or through trying to do work to items not originally bought from us will be charged at cost price.
Where there is any doubt we’d rather uphold our reputation, your trust in us and put things right regardless of what has happened.
We hope that all sounds fair and reasonable; please let us know if you have any questions or if you would like to give us some feedback.