FAQ

1. Can I cancel my order?

• You may cancel your order at any time before dispatch, but you must request this in writing, explaining why you want to cancel your order. A cancellation/restocking fee of up to 30% and a fee based on any adverse movement of the underlying metal price may apply.

• Please note the right to cancel under the Distance Selling regulations does not apply because the goods we supply depend on fluctuations in the financial market and are therefore exempt from the right to cancel.

2. Can I return a product, exchange it, or get a refund?

• Unfortunately, all purchases are non-refundable and non-exchangeable unless otherwise agreed upon by us. Please see our terms and conditions page for full details.

3. Can I get a discount?

• Our prices are very competitive with the market and fluctuate according to the gold rate twice a day, Monday to Friday. Unfortunately, our prices are not negotiable.

4. Why is the cancelled transaction still pending?

• If you see a pending charge on your statement even after cancelling an order, the pending amount is still there because there is an authorisation hold on your account that is being reversed. You will not be charged for the cancelled order.

5. Why do I have to provide an ID and other documents?

• We deal in very high-value products, and it is all written in our terms. There is a lot of identity theft, and this procedure protects our customers from that and delivers jewellery to the right owner. Once you have given all the documents, you will not be asked again in the future. Please see our terms and conditions page for full details.

6. When will I receive my refund?

• If we have confirmed that your refund has been processed, then please allow two to four working days to get the money back into your account.

7: How quickly can I expect a response to my general inquiry?

• We understand that your questions and concerns are important, and we aim to provide you with a prompt response. Our customer service team is dedicated to addressing all inquiries as efficiently as possible. For general questions, you can expect a reply within 2 working days. During peak times or for inquiries that require in-depth research or verification, it may take a bit longer to get back to you. However, we are committed to ensuring that every query is met with a thorough and helpful response. If your matter is urgent, please indicate this in your communication with us, and we will do our best to prioritise your request.

8. What are your business opening hours?

Please see our Contact Us page for full details.

9. Do you do ear piercings?

• Yes, we do ear piercings. If you are looking for a baby ear piercing, the baby must be older than 6 months.

10. Does gold jewellery lose value?

• Gold retains its value throughout time in proportion to its purity, but the return on investment is proportional to the purity of the gold purchased. The return on your gold investment is entirely up to the market and the rules of supply and demand.

11. What jewellery is worth buying?

• Gold jewellery in 22ct is more valuable than gold jewellery in 18ct, 14ct, or other metals because 22ct gold jewellery contains more gold and fewer other metals, whereas 18ct or other gold contains less gold.

12. Which is better: white gold or yellow gold?

• Yellow gold is more hypoallergenic than white gold, and it's easier to maintain. You may be able to reduce your diamond's colour by a grade or two because the diamond will still look white in the yellow-gold setting. White gold is slightly stronger than yellow gold, making it more durable.

13. What is Hallmark Gold?

• The process of certifying the purity and fineness of gold is called hallmarking. You are sure about the purity of gold after seeing the hallmark of a jewellery brand on any jewellery product. Hallmarking gives consumers assurance regarding the purity of the gold they buy.

14. What can damage gold?

• Chlorine can damage and discolour metals (like gold and platinum) and slowly erode the finish and polish of gemstones. Before, when playing in the sand (or gardening), dirt and small rocks were abrasive. If it is not cleaned immediately, your jewellery can be permanently damaged.

15. What carat gold is best for a necklace?

• 22-carat gold is prominently used in designing jewellery items. Since this kind of gold comprises 91.6% gold and 8% other metal alloys like silver, zinc, and nickel, 22-carat gold makes durable and sturdy pieces of jewellery.