Frequently Asked Questions



How do I get in touch with you?

You can get in touch by visiting our Contact Us page, where you can fill out an online form, phone us or email using the details provided. There are also options to enquire on every jewellery page too.


I want to buy a piece of jewellery, how do I do this?

You will need to get in touch with us by phone or email if you are interested in purchasing our jewellery, alternatively you can come into one of our two Kent based shops to discuss or book an appointment.

We also sell certain pieces via the notonthehighstreet website:


What materials do you use?

We are very strict about using ethically sourced materials, metals and GIA and certified diamonds to ensure we do not use any poorly sustained or unethical metals. We are authorised and regulated by the NAJ.


How do I get my jewellery engraved?

We offer a full hand engraving service in a variety of writing styles and sizes. We can fit a whole sentence into a piece as small as a ring, and the message can be completely personal. Please contact us or come into one of our two Kent based shops to discuss your engraving requirements.


I need my jewellery repaired, how do I do this?

You will need to bring your jewellery into one of our two Kent based shops where we can assess the jewellery in question and discuss your options. You can come in to either shop or you can book an appointment first by contacting us.


You offer watch servicing, how can I do this?

As above you will need to bring your watches in to us to be able to evaluate what needs to be done, we can service all types of watches. We also replace all watch batteries, which in some cases can be done on the same day. Please contact us for more information or come in to one of our two Kent based shops.


How can I get my jewellery cleaned?

We can clean, re-polish and re-plate your jewellery at our in house workshop. All work is undertaken on the premises and can usually be done within 1 working day.


How should I care for my jewellery?

You should take care not to subject your jewellery to excessive force when wearing, as this can cause dents and scratches to the metal, as well as chipping or smashing diamonds and gemstones. You should remove your jewellery when carrying out strenuous activities, extreme sports, outdoor activities, heavy lifting etc. You should avoid harsh chemicals, strong perfumes, lotions etc. as these can react with the metal used. You should remove your jewellery when swimming or bathing. You should always ensure that your jewellery is stored properly. We recommend regular check ups for your jewellery, to ensure that any potential issues are spotted before they become problems. We offer a competent clean & check service at both of our workshops.


Can I return or exchange my jewellery?

All items (excepting pierced earrings) purchased in one of our stores are eligible for an exchange within 30 days, provided they are returned unworn and in their original packaging. All items purchased over the phone or internet (excepting pierced earrings) can be returned for a full refund within 14 days, provided they are returned unworn and in their original packaging. We guarantee any piece of our handmade jewellery against manufacturing defects for 1 year. In the very unlikely event that you encounter a manufacturing defect, please contact us as soon as possible, whereby we will repair the piece or replace it for you. Normal wear and tear or abuse of the piece is not covered by this guarantee. Should you encounter any damage outside of our guarantee period, please contact us whereby we will be pleased to provide a quote to repair where possible.

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