Frequently Asked Questions

Have a question?

Please see below for answers to common questions from customers

Consultation Questions

Do you do custom jewellery?

We specialise in bespoke jewellery.The bulk of our business is creating bespoke pieces for our clients. We love doing bespoke fine jewellery for several reasons.

First and foremost, it allows us to express our creativity and craftsmanship to the fullest extent. When working on a bespoke piece, we have the freedom to explore new designs and techniques, and to use the finest materials available. This is in stark contrast to mass-produced jewellery, which is often limited in terms of design and materials.

Secondly, we love the personal connection we develop with our clients when we create bespoke pieces. Bespoke jewellery is often made for special occasions, such as engagements, weddings, or anniversaries. This means that we have the opportunity to play a small part in our clients' lives, and to create something that they will cherish for years to come.

Thirdly, we love the challenge of creating bespoke pieces. Each piece is unique, and we have to take into account the individual client's needs and preferences.

How can I get a quote?

Feel free to email us a brief with some reference images and any specifications to

Kassandra Gordon only works in fine jewellery- to give a rough estimate for bespoke jewellery 18ct gold and platinum with diamond  gemstones starting from £4000.

How to book an appointment?

Book an online or in person appointment today here.

How flexible are your consultations?

To cater to your needs and preferences, we offer comprehensive online jewellery consultations that provide a personalised and convenient shopping experience. We offer phone and email consultations.

Most of our process takes place remotely, so we can work with you no matter your location. We are as diligent with our emails and calls as we are with our in-person consultations, and will be available to assist you and answer any questions you may have throughout the process.

Online consultations offer the flexibility to connect with our jewellery experts from the comfort of your own home, at a time that suits your schedule. Whether you're browsing late at night or seeking assistance during the day, our online consultations are available to accommodate your needs.

No need to worry about traffic, parking, or store hours – our online consultations are accessible anytime, anywhere.

We also ship within the UK via Royal Mail Special Delivery, and internationally via DHL International, so you do not have to travel to the showroom to collect your piece.

I've contacted you, when should I expect to receive a response?

We will do our best to reply to you on the same day. Please check your junk mail if you haven't heard from us after 2 working days.

Jewellery Questions

Is your jewellery ethically and sustainable?

Yes, we are committed to ethical sourcing of all of our materials. We use Fair mined gold whenever possible, as it is a guarantee of responsible mining practices. We also use recycled metal whenever possible to reduce our environmental impact.

All of our stones are conflict-free, and we work with a network of suppliers globally who share our commitment to ethical sourcing.

How do I get my jewellery repaired?

If you think your item needs to be repaired or replaced please contact us at with some photographs and we will be happy to assist.

All our pieces come with a 1 year warranty, manufacturing defects like breakages are covered under the warranty. If you have any further questions please feel free to get in touch.

Where is my jewellery made?

We design and make in the UK. We have a workshop located in Hatton Garden, London's historic jewellery quarter, where all of our pieces are cleaned up, set, and finished.

Can you use heirloom/pre-loved gemstones in a new bespoke piece?

You can use pre-loved stones/heirlooms in good condition set with diamonds, sapphires, or other hard-wearing gemstones, to recreate the majority of our pieces or create a new bespoke design.

We do not reuse metal, just gemstones. The cost of a bespoke design will vary depending on the complexity of the piece, but it will start from £1800 (minimum).

Customer Questions

How long are your lead times for the jewellery?

We do not do rush jobs- times can vary with bespoke jewellery especially while sign off of design approval. But around 4-6 weeks.

Please allow extra time if you are travelling  or planning a proposal- it is recommended to have the ring around 1-3 months before proposal to give you flexibility.

What is your refund policy?

Our priority remains to provide exceptional craftsmanship and deliver jewellery that exceeds your expectations. If you have any questions or concerns regarding our bespoke and made-to-order policy, please feel free to contact us.

Due to the customised nature of bespoke and made-to-order jewellery, returns are not accepted.

Are you LGBTQ+ friendly?

We believe that everyone deserves to feel celebrated and empowered through the jewellery they wear. We are committed to creating a welcoming and inclusive environment for our LGBTQ+ customers, fostering a sense of belonging and understanding. We strive to design jewellery that transcends traditional gender norms and caters to a diverse range of identities and expressions.

Our collections feature a variety of styles, from bold and statement-making pieces to delicate and understated designs, ensuring that everyone can find something that resonates with their unique style and individuality.

I bought a stone other from you - can you use it for my design?

Unlike heirloom jewellery, we exclusively utilise gemstones that we source directly, ensuring complete control over their origins, grading, and certification. This unwavering commitment to direct sourcing allows us to guarantee the authenticity, quality, and ethical sourcing of every gemstone we use.

By maintaining direct sourcing practices, we eliminate the potential for inaccuracies or inconsistencies in gemstone provenance and grading. We meticulously vet our gemstone suppliers to ensure they adhere to the highest ethical standards, aligning with our commitment to responsible sourcing.

Our Services

Bespoke Jewellery

We offer a bespoke fine jewellery process to create a unique and personal piece of jewellery that is tailored to your specific needs and budget.

Book your FREE 15 minutes discovery call below:

Contact us

Request a quote

Create your design

Review and finalise


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