FAQ
Turnaround Times
If you choose one of our designs and there are minor personalisation beyond engraving and sizing, please consider the following:
- Initial Consultation
We will reach out to you to start a briefing session where we’ll discuss your ideas and requirements. - Down Payment and Design Commencement
Once the commission is accepted, a non-refundable down payment is required to begin your design. We’ll work closely with you, using methods like wax models and 3D printing, to ensure the design aligns perfectly with your vision. This iterative process helps guarantee that the final piece is exactly what you love. - Design Approval and Production
After you’ve approved the final design, we will request an additional portion of the fee to order materials and start production. The production process will take approximately 2 to 3 weeks, with hallmarking adding an additional week. In total, the production and hallmarking process takes about 4 to 5 weeks.
Here’s what to expect when commissioning a custom design:
- Initial Consultation
We will reach out to you to start a briefing session where we’ll discuss your ideas and requirements. For completely new designs, we’ll provide you with a rough estimate that will become more precise as the design process unfolds. - Down Payment and Design Commencement
Once the commission is accepted, a non-refundable down payment is required to begin your design. We’ll work closely with you, using methods like wax or resin models and 3D printing, to ensure the design aligns perfectly with your vision. This iterative process helps guarantee that the final piece is exactly what you love. - Design Approval and Production
After you’ve approved the final design, we will request an additional portion of the fee to order materials and start production. The production process will take approximately 2 to 3 weeks, with hallmarking adding an additional week. In total, the production and hallmarking process takes about 4 to 5 weeks.
Each piece is crafted specifically for you, ensuring the perfect fit. Manufacturing begins once we have received payment, and it takes between 2 to 3 weeks. Additionally, we will ensure that your piece is hallmarked at the London, Birmingham or Arezzo Assay Offices. This still will require up to 1 more week. While we strive to adhere to these timeframes, please note that they may vary slightly depending on factors beyond our control.
How To Care for Your Jewellery
To keep your jewellery looking its best, always store it in a cool, dry place, preferably in individual soft pouches or a lined jewellery box to prevent scratches and tangling. It's essential to avoid exposing your pieces to harsh chemicals, including perfumes, lotions, and household cleaners, as these can cause discoloration and damage. Always remove your jewellery before swimming, showering, or engaging in activities that might expose it to sweat, chlorine, or saltwater, which can accelerate wear and tear.
Silver jewellery is prone to tarnishing due to exposure to air and moisture. To minimize tarnish, store your silver pieces in airtight bags or anti-tarnish cloths when not in use. Regularly polish your silver jewellery with a soft, non-abrasive cloth or a silver polishing cloth to restore its shine and remove any tarnish that may have developed.
Gold and platinum are durable metals but can still accumulate scratches or lose their luster over time. To maintain their shine, clean your gold and platinum jewellery regularly with a mild soapy water solution and a soft brush, then dry thoroughly with a soft cloth. For deeper cleaning, consider having them professionally polished. It's also wise to store gold and platinum pieces separately to avoid scratches.
Gemstones are often sensitive to heat, light, and chemicals, which can affect their color and durability. To care for gemstone jewellery, clean it gently with a damp cloth and avoid soaking it in water or using harsh chemicals. Store gemstone pieces separately to prevent them from scratching each other, and keep them away from direct sunlight or extreme temperatures that could cause fading or cracking.
Diamonds are the hardest natural material but still require care to maintain their brilliance. Clean diamond jewellery regularly using a soft brush, warm water, and a mild detergent to remove oils and dirt that can dull their sparkle. For extra protection, store diamond pieces in a padded jewellery box, and avoid wearing them during rough activities that could cause damage. Whether lab-created or natural, treating your diamond jewellery with care will help preserve its beauty for years to come.
Warranty, Repairs and Appraisals
Lifetime Warranty and Care for Your Ikonic Jewellery
At Ikonic Jewellery, we are proud to offer a lifetime warranty on every piece of jewellery we create. This means you can trust us to care for your treasured pieces whenever they need servicing. We stand by the quality and craftsmanship of our work, ensuring that your Ikonic Jewellery remains as beautiful as the day you first wore it.
Jewellery naturally experiences some wear and tear over the years, and our warranty covers these kinds of issues. We will repair your jewellery whenever it needs attention, for as long as you own it. Additionally, you can send your jewellery to us at any time for a complimentary thorough cleaning and inspection. This ensures that your pieces are always sparkling and in top condition. The only cost to you will be for the shipping from our studio back to your home.
However, there are a few important limitations to our warranty:
- Replacement of Focal Stones: Our warranty does not cover the replacement of lost center or focal stones valued over $500. For such valuable stones, we highly recommend obtaining insurance to protect against the unlikely event of a stone falling out or becoming damaged.
- Unique Stones: Many of our pieces feature one-of-a-kind stones. If these stones are damaged, we will do our best to replace them with a comparable stone, though the color and type may vary depending on availability.
- Opals and Turquoise: Our warranty does not cover opals or turquoise, as these stones are often irreplaceable. Opals, in particular, are fragile and require special care. We recommend removing opal jewellery before bathing, exercising, cooking, cleaning, or using household chemicals or beauty products. To clean opals, use a soft toothbrush, mild soap, and warm water. Do not use an ultrasonic machine for cleaning.
- Shipping Costs: Clients are responsible for the shipping costs to and from our studio for cleanings, inspections, and repairs. For international clients, please note that you are also responsible for import fees and customs charges in addition to shipping costs. Be sure to check with your customs office about any fees that may apply.
- Wear and Tear: If you wear fine jewellery daily, a little wear and tear is expected. Our repair specialists will evaluate your piece. If repairs beyond normal wear and tear are needed, we will inform you of any associated labor costs and material fees.
- Manufacturing Defects: If your piece cannot be repaired due to a manufacturing defect, we will offer a replacement. If a replacement is not possible and the piece is still under warranty, we will provide a full refund if the issue is determined to be due to a manufacturing defect.
- Repairs by Other Jewelers: Please send your piece to us for repairs, as we are most familiar with our designs and specially trained to handle delicate pieces. The warranty is void if another jeweler performs resizing or repair work on your piece. Our warranty does not cover issues arising from other jewelers’ attempts to work on our pieces.
- Second-Hand Ikonic Jewellery: If you are selling your Ikonic Jewellery to someone else and it needs work first, you must submit the repair request yourself, as the piece is registered under your name in our system. We must return the repaired piece to you. For liability reasons, we cannot ship directly to the new owner. If you are purchasing a second-hand Ikonic piece, you will need the original order number to request future repair work. This allows us to access previous labor notes, ensuring accurate and efficient service.
We take great pride in our jewellery and are committed to ensuring it remains a cherished part of your collection for a lifetime.
If your Ikonic Jewellery ever requires repair, we encourage you to send it directly to us. As the creators of each unique design, we are the most familiar with the intricacies of our pieces and are specially trained to handle the delicate work involved in repairing them.
Please Note: Our warranty is void if you take your piece to another jeweler for resizing or repair work. The only exception to this policy is if you choose to have our pieces plated locally in white gold, should you prefer the bright white finish of plated gold over the natural, warmer tones of white gold.
If your Ikonic piece needs repair, the process is simple:
- Submit a Repair Request: Start by filling out our CONTACT FORM mentioning Repair in the object, which will cover the cost of return shipping and ensure your piece is added to our service schedule.
- Inspection and Intake: Upon receiving your jewellery, our repair specialists will conduct a thorough inspection and document the current condition of the piece along with any necessary repair work. We’ll share a copy of this intake form with you, so we're all on the same page.
- Commencement of Repairs: Once documented, we’ll promptly begin any warranty-covered repairs without needing further approval from you. Warranty-covered work may include:
- Special Requests: If you prefer that certain repairs are not performed, or if you would like to review and approve the scope of work before we start, please let us know before sending your piece.
If your jewellery requires repairs beyond what the warranty covers, we will inform you before proceeding. You have the option to approve or decline these additional repairs.
Shipping Costs: Clients are responsible for the cost of shipping to and from our studio for cleanings, inspections, and repairs. For international clients, you are also responsible for any import fees and customs charges in addition to shipping costs. We recommend checking with your customs office to understand any potential fees.
Replacement of Stones: If your piece requires a new stone, please note that we may not always be able to replace limited-edition or one-of-a-kind stones. In such cases, we will reach out to discuss alternative options and seek your approval on the best available match.
By entrusting your jewellery to us, you can be confident that it will receive the care and attention it deserves, ensuring it remains a treasured part of your collection for years to come.
We strongly recommend insuring your fine jewellery to protect your investment. For any piece valued over 3.000 GBP, we automatically provide a complimentary appraisal. If your piece is valued under this amount, you can still request a free appraisal at the time of purchase.
Please note that appraisal requests must be made within one year of the purchase date; otherwise, additional fees may apply.
The appraised value provided by us is valid for five years, regardless of fluctuations in the market. If your insurance policy requires an updated appraisal, we are happy to re-evaluate your jewellery with current market considerations upon request, every five years. This ensures that your piece remains properly insured and that you have the most accurate valuation for your records.
Returns, Exchanges, Cancellation and Refund
We gladly accept returns and exchanges for all items within our regular collections. To qualify, items must be returned in unworn condition within 14 days of receipt, along with all accompanying paperwork, including the GIA certificate if applicable. After 14 days, all sales are considered final.
Since our designs are handcrafted, returns will incur a 10% restocking fee, which covers the labor required to resize and polish the returned piece. If the piece requires extensive cleaning or repair, or if it is in a condition that prevents resale, a higher restocking fee may apply based on the amount of work needed.
If you wish to exchange your piece, we will apply the full amount of your original purchase to a new item of equal or greater value. The exchange must be completed within 14 days of the original purchase, and the new piece must be available at the time of exchange. Please note that the exchange credit cannot be applied to future purchases and is limited to one exchange per piece.
Our return and exchange policy applies only to pieces in our regular collection. Custom orders, such as those with upgraded diamond size or quality, are final sale and cannot be returned or exchanged. Additionally, sale items are not eligible for return or exchange.
Before returning your jewellery, please contact us to ensure safe handling of the return. Clients are responsible for all shipping costs, and we highly recommend insuring your package, as we are not responsible for items lost in transit. Please note that we do not refund shipping costs for returns. Any costs related to returns or services, including customs fees for international clients, are the buyer’s responsibility.
International Buyers: If your package is returned to us by the carrier because you were unavailable or unreachable at the time of delivery, you will receive a refund minus the shipping fee, any associated import fees, and the restocking fee for the items ordered. Please contact us if you need to update your delivery address.
Domestic UK Buyers: If your package is returned to us because you were unavailable or unreachable at the time of delivery, you will receive a refund minus the shipping fee and the restocking fee for the items ordered. Please contact us if you need to change your delivery address.
If you need to cancel your order, please contact us as soon as possible by emailing us at Neil@ikonicjewellery.com or daniela@ikonicjewellery.com
Cancellation requests must be made within 24 hours of placing your order. Our jewellers begin the sizing and polishing process shortly after your order is placed. Cancellation requests made after 24 hours will be treated as a return, and the standard return policies will apply.
For non-custom pieces still in our possession, we do not charge a restocking fee for cancellations. However, if the order has been delivered, you have 14 days to request a return, which will incur a 10% restocking fee.
Please Note: Engagement rings featuring focal sapphires or diamonds cannot be canceled, as the stone is ordered immediately upon placing your order.
We will refund you in full for any canceled orders, but please note that deposits, rush fees, and partial payments are non-refundable.