Warranty & Aftercare

Lifetime warranty against manufacturing defects

Every piece we make is covered for life against defects in our own workmanship and materials. If our work has failed, we will repair it, and where a repair is not sensible we will remake or replace the piece. There is no charge for warranty work.

What is covered

• A stone lost because the setting failed, rather than through impact or wear.
• A solder joint that gives way in normal wear.
• A defective clasp, catch or hinge.
• A shank, bail or gallery that fails through a fault in manufacture.
• Plating or finish that fails prematurely because of how it was applied.

What is not covered

• Accidental damage and impact — a knocked or crushed ring, a snagged chain.
• Normal wear over time: thinning shanks, worn claws, softened detail, rhodium wearing off white gold.
• Loss or theft, including a stone lost after the piece has been damaged.
• Scratching, and chemical or cosmetic damage from perfume, chlorine, bleach or cleaning products.
• Any work, repair, resizing or alteration carried out by another jeweller.
• Misuse, or wear during activity a fine piece is not built for.

None of this affects your statutory rights. If an item is faulty, damaged in transit or not as described, your rights under the Consumer Rights Act 2015 are unaffected: you may be entitled to a repair, a replacement or a refund.

How to make a warranty claim

• Email sales@xclusivediamonds.com with your order number and clear photographs of the problem in good light.
• Do not send the piece before you hear from us — we will tell you how to post it in safely.
• Our workshop assesses the piece and tells you what has happened and why.
• If it is a manufacturing defect we repair it free of charge. If it is damage or wear, we quote for the repair first and only proceed once you agree.

Most repairs are completed within two to three weeks, depending on what is needed. We will give you a timescale when we have seen the piece.

Free resizing

Rings and chains can be resized free of charge after purchase. You cover the postage to send the piece to us, and we cover the return postage. Send it insured — the piece is your responsibility until it reaches us.

Nothing else can be resized. Earrings, pendants, bracelets, bangles and anklets are made at a fixed size, so there is no metal to take in or let out — if the size is wrong the piece has to be remade, and we will quote for that first. Tell us the length you want on a chain before you order and we will make it to measure at no extra cost.

Being honest about the limits: resizing is not possible on full-eternity rings, or on any design where stones are set into the shank, because there is no plain metal to work with. Cutting into those designs would compromise the setting. In those cases the ring has to be remade at the correct size, and we will quote for that before doing anything. Heavily engraved and pattern-set shanks can usually be resized, but only within a limited range.

If you are unsure about your size, ask us before you order. Getting it right first time is easier than fixing it afterwards.

Caring for your piece

Arrange aftercare or a setting check with our team.

• Put jewellery on last, after perfume, hairspray and moisturiser, and take it off first.
• Remove rings for sport, gardening, DIY, swimming pools and the gym.
• Clean at home with warm water, a drop of washing-up liquid and a soft toothbrush. Rinse and dry with a soft cloth.
• Avoid bleach and chlorine, which attack the alloys in gold.
• Store pieces separately, in the pouch or box they arrived in, so they do not scratch one another.
• Have claws and settings checked every 12 to 18 months, particularly on a ring worn every day. We are happy to do this.
• White gold is rhodium plated and the plating wears with time. Replating is a normal maintenance job.

Related pages

For cancellations and faults, see Returns & Cancellations. The full contract is in our Terms & Conditions of Sale.