FAQ

OPEN DISCOUNT - JUST USE THE COUPON CODE OPEN2023 TO GET -10% OFF THE PRICE* *This discount applies only to sterling silver items ordered in my shop Promotion period: 8/02/2023 - 22/02/2023

You will be billed in GBP - your credit card company will convert to your currency at their exchange rate.

Accepted: Visa Visa Electron MasterCard Maestro Amex American Express Diners Discover JCB CHINA UNION PAY Apple Pay Your payment will proceed via Wix Payments - all direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For customers from the UK, Belgium, France, Germany, the Netherlands, Portugal, Spain - if you are a Payoneer user, you can pay through Direct Bank Payments from your Payoneer account with no fees - let me know if you want to use this method so that I may send you the bill for payment.

All items ordered from my shop are bespoke - I don't have any ready-made items in a stock, I only work to individual orders. The manufacturing process takes approximately 15-20 working days - this includes the purchase and delivery of materials for your order, the manufacturing process itself and the hallmarking process, in accordance with the requirements of the UK law. (All my items weighing more than 7g of silver are subject to obligatory hallmarking in the Assay Office). Sometimes, due to waiting for the delivery of necessary materials, such as gems, or the workload of the Assay Office, or postal strikes or public holidays - this production process may increase - in this case, I will try to warn you of possible delays and give you an approximate date of shipment. In any case, I am always available for your questions and always try to complete an order as quickly as possible.

It depends on your shipping address. Delivery within the UK takes 1-3 days, delivery to the USA is approximately 5-10 days.

Since I make each of my items by hand according to your specific order, it will inevitably differ from what you see in the photographs on my website. This may affect: proportions - for example, the default width of the ring is the same for all sizes, as well as the size of the gem texture - applying texture is a random process and it is unique in each case coating - the result of this process is also quite unique color and saturation of gems - these parameters may differ in different batches of gems, even of the same nomenclature, and I cannot guarantee a complete match of the real gem with the picture on your individual screen from my site. All these unique details are the result of handicraft and individual product and cannot be regarded as flaws, discrepancies, or intentional deception. If I will have any doubts about accordance to your order, I reserve the right to contact you (most likely by email) to clarify and agree on doubtful issues.

RETURNS Although my items are classified as "Personalised or custom-made items", i.e. made according to your individual parameters and request, and according to the general provisions of the Consumer Rights Act 2015, not apply to be returned, I may consider your request privately - this policy is offered in addition to your legal rights. Please, contact me at gatojewel@gmail.com. You can contact me with return questions within 14 days of receipt. I want you to be really happy with your order. If you do have a problem, please get in touch as soon as possible so I can do my best to resolve it. I guarantee the structural integrity of the goods, but this does not apply to the plating, coating, polishing, and condition of the stones - general "wear and tear" is unavoidable, depends on your care, and is not covered by this policy. Also, any damage caused by the customer is not covered by this policy. You can return my item unconditionally if you receive it damaged or broken by the postal service - if the package you receive is damaged or open please do not accept the delivery, and contact me immediately. I do not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore I strongly recommend using a secure and tracked service to return the goods to me. INTERNATIONAL CUSTOMERS Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process. If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item. Unfortunately, I cannot accept returns on gift cards. You can always contact us for questions at gatojewel@gmail.com

Any jewellery of all materials will show signs of wear with use and particularly finishes on metal are liable to change. A matt finish becomes shinier and a polished finish dulls down and scratches. This is particularly noticeable with rings as they are rubbed and knocked more often than other pieces of jewellery. To ensure the jewellery's health, care should be taken to avoid contact with chlorine, sulfur, perfume, hairspray, sun and hand creams or other chemicals. Precious metals are vulnerable to scratches and the jewellery should be removed when doing manual work, and stored carefully packed with no other pieces of jewellery contacted with it.

Silver jewellery is prone to oxidisation and this can easily be removed by cleaning either with hot water and washing up liquid and a soft toothbrush. Then it must be dried and may be slightly polished by clear soft clothe. I strongly caution you against using chemical cleaners for silver or other, against using ultrasonic cleaners for blackened or oxidized silver rings, and also for any items of the Keum-boo technique! Using these methods may remove the black coating from your product and may cause to out the gold plating! You may use chemical cleaners or ultrasonic cleaning machines only for products from clear white silver without coating.