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FAQ - Product Information

1. Is there a product warranty?

For a period of 6 months, all products purchased from Smith & George is under warranty for manufacturing, material or craftsmanship defects.

If you feel that your purchase is eligible for warranty, please email us with all details using our contact form, or at info@smithandgeorge.com

2. When a product is listed as ‘gold’, is the item made with real gold, or is it gold plated?

All jewellery produced by Smith & George is done so using ONLY precious metals; 9ct, 14ct and 18ct gold, and sterling silver. All items described by Smith & George as 'GOLD' items, they are 9ct, 14ct or 18ct gold and are genuine 375 - 9ct gold, 585 - 14ct gold and 750 - 18ct gold, respectively. All items described as 'SILVER' they are Sterling Silver jewellery, which they may be oxidised or plated with 24ct yellow gold, rhodium, black rhodium or 18ct rose gold; where this is the case, it will be clearly stated in the product description.

3. Are Smith & George items Hallmarked?

Smith & George follows all UK Hallmarking Regulations. As a result of that, items may carry either the Minimum UK Hallmark or the Traditional UK Hallmark.  Where there is no UK Hallmark due to weight regulations, products will likely carry a traditional struck Hallmark, depending on which metal the selected item is made of. 



4. What should I do if I want an item that is out of stock?

Some items available at Smith & George are unlikely to be restocked once they have sold out as they are limited edition pieces. Others may take longer to produce or are in very high demand. If you have a query regarding an Out-of-Stock’ item, you can drop us a line in the Questions/Queries field (you’ll find this on the actual desired product page) and we’ll get back to you as soon as possible. 

5. How can I find my ring size?

If you are not sure about your size, check our guide. If you need any further assistance, please do not hesitate to email us at info@smithandgeorge.com or contact us here.

FAQ - Checkout

1. How do I use the Checkout?

At the completion of your order, you can choose to checkout using a credit/debit card, via our secure payment provider Squareup Europe Ltd as payment, or by Bank Transfer.

2. How does the Bank Transfer work?

Checkout by choosing the Bank Transfer  method of payment. Your order is received as soon as you proceed to payment and held for up to 7 days.  Pay by a bank transfer quoting your order number. Once payments has been received, your order is processed for delivery. For more details, please check here .

3. Which currency is used?

Prices quoted on the Smith & George website are listed in GBP, EUR and USD, and are inclusive of VAT at the current UK Standard Rate. The amount listed, in other than GBP currencies, is converted at the conversion rate of the xe.com. 

Smith & George accepts payment in GBP via Squareup Europe Ltd. Customers proceeding with payment using non-GBP prices will be charged accordingly by their bank, where standard bank exchange rates apply.

4. Will I be charged additional customs and import taxes?

Any package shipped outside the UK may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination. Buyers are responsible for any customs and import taxes that may apply. Smith & George is not responsible for any additional charges that may apply, nor for any delays due to customs.

5. How will I know if my order has been accepted and is being processed?

For all orders received by Smith & George, a notification email will be sent as confirmation. If necessary, we may also use telephone contact. Thereafter for every change in an order status, customers are notified by email. 

All orders made are subject to acceptance and availability. Smith & George reserves the right to decline any order.

FAQ - Delivery

1. How much is the shipping/postage?

 UK

Tracked 24

Free

  • Dispatched with Royal Mail

  • Tracked 24 & requires a signature

  • Normally arrives next business day

Same Day

£50.00

  • Same Day delivery applies to London postal codes for orders placed before 12:30pm.

  • This service is subject to clearance of payment.

  • After details are given, we will contact you as soon as possible in order to confirm a delivery time.

 

Europe

Standard

£3.50

  • Dispatched with Royal Mail

  • Reliable Delivery in 3-5 business days

  • Free for purchases over £200

  • Untracked

Tracked & Signed

£9.95

  • Dispatched with Royal Mail

  • Reliable Delivery in 3-5 business days

  • Free for purchases over £400

  • Tracked end-to-end and signature on delivery

 

Worldwide

Standard

£4.50

  • Dispatched with Royal Mail

  • Reliable Delivery in 6-7 business days

  • Free for purchases over £300

  • Untracked

Tracked & Signed

 

£11.00


  • Dispatched with Royal Mail

  • Reliable Delivery in 6-7 business days

  • Free for purchases over £500

  • Tracked end-to-end and signature on delivery

 

2. How will my order be packaged?

All items are sent packaging in some format branding the Smith & George logo. We ensure that our items are presented to an aesthetically pleasing and high standard. However, we are not responsible for the condition in which the package is received. 

3. When will my order be dispatched and delivered?

Orders are dispatched at the closest possible time of payment having been accepted, typically between 3-5 working days from the placement of the order. For UK deliveries we attempt to deliver within 7 working days. For countries outside of the UK, we aim for a delivery date within 3 weeks from the order date. 

4. How will my order be sent?

Delivery to UK addresses will be sent by Royal Mail First Class Recorded Delivery and will require a signature. Delivery to addresses outside of the UK are sent using a tracked service, such as Parcelforce Worldwide.

5. Where is my order?

All orders are tracked and can be traced via Royal Mail's Track and Trace. A tracking number is sent via email. If an account has been created with Smith & George, orders can be viewed any time by clicking on 'My Orders'.

6. What should I do if my order is delayed?

If an order seems to be taking a lot longer than expected and, putting aside certain circumstances (seasonal holiday days, inclement weather, etc.), please contact us so we can work together in finding a way to get the order promptly to its destination.

7. Can you deliver to a PO BOX?

By default, all orders require a signature upon delivery; therefore they cannot be delivered to a PO BOX. If such a requirement is needed, contact us before an order is placed, so we find a way to accommodate.

FAQ - Returns

1. HOW LONG AFTER MY ORDER HAS BEEN DELIVERED CAN I RETURN IT?

14 days are given to use our contact form to request a return. Once we receive such a request, we'll email you within 72 hours with further details. A further 7 days is then given to return any unsuitable items.

Please ensure you have a receipt of posting within the first 24 days of receiving your order, that the order is returned in its original packaging, is intact and there are no signs of wear on any of the items.

2. What should I do if my item is received damaged/faulty?

In the unlikely event that any item proves to be defective due to improper material or workmanship, we will repair or replace the item at no extra cost. Items are classed as faulty if they are received damaged. Items damaged as a result of wear and tear are not considered faulty. If an item received has been damaged in transit, please contact us immediately.

3. What should I do if I need to return my purchase?

Fill the contact form here and in the message box include one of the most appropriate return actions, as described in our Returns Policy. Follow up with the invoice number of the purchase and the Product Code of  the item to be returned as stated on the invoice. 

Once sent, we will be in contact as soon as possible.

4. WHEN WILL I RECEIVE MY REFUND?

Upon receipt of a return, a refund will be processed within 5 days. Please note that the bank/card company may take a further 3-5 working days to fully process the refund. Also, well to note, holiday periods may cause slight delays in the refund process.

5. How should I return my purchase?

After receiving the return initiation, either a pre-paid postage label will be sent by email, or further directions.

If a pre-paid postage label is emailed, please print, cut and stick on the delivery envelope, ensuring that the package is fully sealed.

Pack the item(s) to be returned in their original condition, with the original packaging provided and a copy of your order enclosed. Items may only be returned in their original form. Please use the packaging inserts supplied to ensure products do not return to us tangled or damaged.

If an item is being posted back to us, we recommend that an insured, secure and traceable method is used. Acquiring and retaining proof of postage is also recommended.

FAQ - Cancel/Change/Amend

1. How can I cancel or make amendments to my order?

If you wish to make any amendments to an order or, indeed, cancel your order, please contact us as soon as possible as this would be best dealt with prior to dispatch. An order may be cancelled within 14 calendar days of placing it. However, it is well to note that, once an order has been dispatched, we are unable to make any amendments, therefore advise that referage is made to our Returns Policy.

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