We believe every detail matters - not just in our jewellery, but in your experience with us. That's why we've considered every question, from craftmanship and care to delivery and beyond - so every part of your journey feels as one-of -a-kind as the piece you choose.
What payment methods do you accept?
We accept all major secure payment methods, including debit and credit cards, PayPal, and American Express.
Will I need to sign for my delivery?
Yes, we require a signature to help ensure your jewellery arrives safely and securely.
Is next day delivery available?
Yes, we offer next day delivery on orders placed before 2pm, Monday to Friday (excluding bank holidays). Orders placed over the weekend will be shipped on the next business day. Be sure to select the next day delivery option at checkout.
Do you deliver to PO Box addresses?
Unfortunately, we’re unable to deliver to PO Boxes, as all orders require a signature upon delivery.
Do you ship internationally?
At the moment, we only offer shipping within the UK.
Can I collect my order in-store?
Yes, you can choose the ‘Pick Up’ option at checkout. Don’t forget to bring your confirmation email and a valid ID when you come in.
Is it possible to change or cancel my order?
We’re happy to help as long as your order hasn’t shipped yet. For personalised items, changes are only possible if the customisation process hasn’t started. Please contact us promptly at customercare@gaiajewellery.uk with your order number.
How can I track my order?
You’ll receive an email with your tracking number as soon as your jewellery is dispatched. If your order shows as delivered but you haven’t received it, please contact us at customercare@gaiajewellery.uk with your order number, and we’ll assist you promptly.
When can I expect my order?
All orders placed on weekdays are dispatched the next working day, with delivery usually taking 1–3 business days. Orders placed over the weekend or on bank holidays will be dispatched the following working day.
If your ring requires resizing, please allow 7–10 working days for the adjustment, plus 1–3 days for delivery.
What’s your return policy?
We hope you love your piece, but if you do need to return it, you have 14 days from the day after it arrives.
Please email us at customercare@gaiajewellery.uk with your order details before sending anything back — this helps us expect your return and process your refund smoothly.
Please note that not all pieces are eligible for return. You’ll find specific return details on each product page. Personalised items — including resized rings — cannot be returned, as they are made to order. For hygiene reasons, we’re also unable to accept returns on earrings.
Are returns free?
Unfortunately, return shipping isn’t covered, so you’ll need to arrange and pay for the return. To ensure your item reaches us safely and qualifies for a full refund, we recommend using a tracked service like Royal Mail Special Delivery.
Do you offer exchanges?
Yes — if you’ve changed your mind or fallen in love with another piece, we’ll be happy to arrange an exchange. You’ll simply cover the cost of returning your original item, the shipping fee for the new piece, and any difference in price if applicable. Please note earrings and resized rings cannot be exchanged. However, if your ring isn’t quite the right fit, we can resize for you.
When can I expect my refund?
Once your return has been received and processed, we will promptly notify you that your refund is underway. Kindly allow 5 to 10 business days for the refund to be completed.
How do I return an item?
Please email us at customercare@gaiajewellery.uk with your order number and reason for return. We’ll then provide you with confirmation and instructions for sending your item back.
Kindly ensure your item is securely packed in its original packaging and sealed carefully. To be eligible for a return, the item must be received in its original condition, with the security tag intact and undamaged—returns will not be accepted if the tag has been removed or tampered with. As the sender, it is your responsibility to ensure the package arrives safely. For peace of mind, we recommend using a tracked service such as Royal Mail Special Delivery.
Can I exchange a sale item?
Absolutely! simply email us at customercare@gaiajewellery.uk letting us know which piece you'd like instead. Please keep in mind that any price difference and delivery costs will apply. Please note that resized rings and earrings can’t be exchanged.
What materials do you use for your jewellery collections?
Our core collection is crafted in 14ct solid gold and sterling silver — timeless, durable, and made to be lived in. You’ll also find select
pieces in 9ct and 18ct gold. The exact material is always listed in the product details, so there are no surprises.
What stones do you use in your core collection?
Our core collection features brilliant-cut stones — high-quality cubic zirconia selected for their exceptional clarity and diamond-like sparkle.
We use them in our everyday pieces because they’re durable, low maintenance, and perfect for daily wear. They also allow us to offer beautifully crafted jewellery at a more accessible price point, without compromising on style or shine.
What materials can I choose from for bespoke jewellery?
For bespoke creations, we offer an elevated selection of precious metals: 9ct, 14ct, and 18ct yellow or white gold, platinum, palladium, tantalum, carbon, and sterling silver. Whether you’re drawn to the soft glow of gold or the cool elegance of platinum, we’ll help you choose the perfect metal to bring your vision to life.
Can I choose between natural and lab-grown diamonds for my bespoke piece?
We work with both — the choice is entirely yours. Whether you prefer the rarity of a natural diamond or the ethical sparkle of a lab-grown stone, we’ll guide you through the options to suit your style, values, and budget.
To ensure quality and transparency, we only work with GIA and IGI certified diamonds, so you can feel confident in the stone you choose. Our goal is simple: to help you create your perfect piece, exactly the way you imagine it.
Do you offer other precious or semi precious stones for bespoke jewellery?
Yes, we do. Whether you're dreaming of a classic sapphire or emerald, or something more unexpected like opal, tourmaline, or spinel — we’re here to help you find the perfect stone. For bespoke pieces, we’ll guide you through the options and source gemstones that match your vision, style, and budget. It’s all about creating something truly personal.
Where is your bespoke jewellery made?
All of our bespoke pieces are proudly crafted here in the UK, with care, precision, and attention to detail at every stage.
Why do you use 14ct solid gold?
It’s the sweet spot — luxurious in look, resilient in nature. Made with 58.5% pure gold, 14ct has a richer glow than 9ct and is more durable than 18ct, making it less prone to scratching or bending. It’s our go-to for jewellery that’s made to last (and live in).
Does gold fade?
Our solid gold jewellery will not fade - it’s made from 14ct gold through and through, designed to retain its glow for a lifetime (and beyond).
Gold-plated pieces, on the other hand, will naturally fade over time and may need to be replated to maintain their finish.
We always list the material in the product details, so you know exactly what you're choosing.
Can I create a bespoke piece that isn’t an engagement ring?
Absolutely. If you can imagine it, we can make it. Whether it’s a ring, necklace, or something totally unique, just fill out our bespoke appointment form to get started.
What’s my ring size?
Not sure of your size? No problem — you can still place your order. Just select the ‘Order free ring sizer’ option on the product page, and we’ll send one to you by post so you can measure your finger at home.
Once you’ve confirmed your size, simply email us at customercare@gaiajewellery.uk and we’ll make sure your ring is adjusted to fit perfectly.
If your ring needs to be resized up, there may be a small additional fee, as we add gold to the band (rather than stretching it) to maintain its strength and durability.
Please note: once a ring has been resized — whether up or down — it becomes a custom piece and is no longer eligible for return or exchange.
Can necklaces or bracelets be resized?
Unfortunately, we’re unable to offer resizing for necklaces or bracelets through online orders. However, we may be able to assist with adjustments in-store — feel free to visit us if you're local.
The length of each piece is listed in the product details, so you can be sure of the fit before purchasing.
What should I do if my jewellery breaks?
Don’t worry — it happens! We’re here to help. Just get in touch with us at customercare@gaiajewellery.uk, and we’ll guide you through the repair process.
If your piece breaks due to a manufacturing fault, we’ll repair it free of charge within 1 year of purchase.
If it’s been accidentally damaged, we’re still happy to help. We can polish or repair it for you — a small repair fee and return shipping will apply.
Can I wear my 14ct solid gold jewellery in water?
Yes — 14ct solid gold is durable and water-safe, so it won’t tarnish or fade with occasional contact with water. That said, we still recommend removing your jewellery before swimming, showering, or using harsh soaps and products to keep it looking its best.
Can I swim in sterling silver jewellery?
We don’t recommend it. While sterling silver is water-safe, prolonged exposure to water — especially chlorinated or salty water — can speed up tarnishing. To preserve its shine, take off your silver pieces before swimming or showering.
How do I clean my jewellery?
For both 14ct gold and sterling silver, gently clean your jewellery using warm water, mild soap, and a soft toothbrush. Dry thoroughly with a soft cloth. Avoid harsh chemicals, polishing cloths with abrasives, or ultrasonic cleaners unless specifically recommended.
Will my jewellery tarnish?
14ct solid gold will not tarnish — that’s one of the reasons we love it for everyday wear.
Sterling silver, on the other hand, may naturally tarnish over time when exposed to air and moisture, but it’s easy to clean and polish back to its original shine.
How should I store my jewellery?
To prevent scratches and tangling, store your pieces separately in soft pouches or a lined jewellery box. Keeping silver in a sealed bag can also help reduce tarnishing.
Do you have a physical store?
Yes, we do! You can visit us at 3 Barrack Square, Chelmsford, Essex CM2 0UU.
Is there a charge for a bespoke consultation?
Not at all — our bespoke consultations are completely free. Whether you’re exploring ideas or ready to create something special, we’re here to guide you without any obligation.
How can I book a bespoke appointment?
Simply complete our bespoke appointment request form and we’ll be in touch to arrange a time that suits you.
Do bespoke consultations need to be in-store?
Yes — all bespoke consultations take place in our Chelmsford store. We believe there’s nothing like seeing the materials and discussing your ideas in person to bring your vision to life.
Is there a minimum spend for bespoke jewellery?
No — there’s no minimum spend. Whether it’s a small personal detail or a statement piece, we’re happy to work with you to create something meaningful, whatever your budget.
We want you to feel confident wearing your Gaia jewellery. If your piece breaks due to a manufacturing fault, we’ll repair it free of charge within 1 year of purchase.
If it’s been accidentally damaged, we’re still happy to help. We can polish or repair it for you — a small repair fee and return shipping will apply.
To keep your jewellery looking its best, visit our Care & Composition guide.
Please note, our warranty doesn’t cover:
General wear and tear or improper care
Accidental damage or loss
Repairs or alterations by other jewellers
Loss of any precious stones
Covered for 12 months,
just in case.
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