A quality guarantee is only meaningful if it defines the boundary between acceptable variation and a defect. This page sets out ours in numbers, so that a claim is a measurable comparison rather than an argument.
What the guarantee covers
| Aspect | Guaranteed | Tolerance that counts as conforming |
|---|---|---|
| Stone grade | Colour and clarity as specified on the approval sheet | Plus or minus one colour grade, plus or minus one clarity grade against the approved master sample |
| Stone security | No movement under normal wear | No movement under light finger pressure with a 10x loupe |
| Metal purity | As stamped and specified | Within the legal tolerance for the declared karat |
| Piece weight | As specified on the approval sheet | Plus or minus 5% of the agreed target weight |
| Dimensions | As specified on the approval sheet | Plus or minus 0.2 mm on band width and thickness |
| Plating thickness | As specified in microns | Minimum stated thickness measured at three points |
| Plating adhesion | No blistering or peeling in normal use | No lifting after the standard tape and rub test |
| Stone matching for pairs and parcels | Matched in tone and size | Size within 0.05 mm; tone within one grade |
| Setting finish | No sharp edges, no tool marks | Polished inside the shank; no visible tool marks at 10x |
The three-stage inspection every order passes
- Incoming stone grading. Every parcel is checked for colour, clarity and measurement against the order sheet before it enters the setting line. Stones outside tolerance are rejected back to our stone supply before they can be set.
- In-process inspection. Setters check prong security, stone alignment and surface finish at each stage. Castings are checked for porosity before setting, because porosity discovered after setting is expensive to correct.
- Final QC under 10x magnification. Polish quality, plating thickness, clasp and hinge function, hallmark accuracy and dimensional accuracy are verified piece by piece against the approval sheet.
Every parcel is photographed before sealing, with the carton weight recorded. These photographs are the reference point for any transit damage claim.
How to raise a claim
| Step | What you do | Timeline |
|---|---|---|
| 1 | Inspect on arrival and count pieces against the packing list | Within 3 days of delivery |
| 2 | Photograph any deviation with the SKU label visible in the frame | On discovery |
| 3 | Send the claim with the SKU list, quantities, photographs and the approval sheet reference | Within 14 days of delivery |
| 4 | We acknowledge in writing with a proposed remedy | Within 2 working days of receipt |
| 5 | Remedy executed | Remake dispatched within 10 to 15 working days; credit applied to the next invoice |
Claims raised after 14 days are still considered case by case, but the window exists because defects introduced after delivery cannot be distinguished from manufacturing defects with confidence.
Remedies, in order of preference
| Remedy | When it applies | Timeline |
|---|---|---|
| Remake | Deviation exceeds tolerance and the design is reproducible | Dispatched in 10 to 15 working days, with priority scheduling |
| Credit | Deviation is minor and the goods are usable at a reduced value | Applied to the next invoice |
| Refund | Remake is not commercially sensible, for example with an unrepeatable stone | Within 10 working days of agreement |
Freight for a remake caused by our deviation is at our cost. Freight for returns arising from a change of mind or an ordering error is at the buyer cost.
What is not covered
- Normal trade variation. Colour within one grade, clarity within one grade, weight within plus or minus 5%, and dimensions within 0.2 mm are conforming, not defects.
- Wear-related damage. Scratches, dents, stone loss from impact, and plating wear after normal service are not manufacturing defects.
- Damage caused by cleaning agents. Ultrasonic cleaning of emerald, and steam or chemical cleaning of plated silver, can cause damage the guarantee does not cover. Care instructions are shipped with every parcel.
- Damage in transit not reported within the claim window. Insured freight claims must be raised with the carrier, and we support them with the pre-sealing photographs on file.
- Custom pieces deviating within the approved tolerances. If the sample was approved with a stated tolerance, production within that tolerance is conforming.
How we track quality internally
- Defect rate per design, reviewed monthly. A design above a 3% defect rate is re-engineered or retired.
- Defect rate per supplier of stones and findings, reviewed quarterly.
- Claim resolution time, measured from claim receipt to remedy agreement, with a target under two working days.
- Repeat-order rate per account, which is the only quality metric that matters commercially. Buyers do not reorder from factories that generate claims.
Our target is not zero claims. It is that any claim is resolved within two working days of being raised, with a remedy the buyer agrees to. If you have an order that does not match its approval sheet, tell us with photographs and the SKU list, and we will resolve it against the table above.