Let us help you

Help & FAQs

Phone lines available Monday to Friday 9.30am - 6pm

Store opening hours
Monday to Friday - 10am to 6.30pm
Saturday - 10am to 5pm

Frequently asked questions

About Queensmith

How did it all begin?

It began with a desire to make bespoke - simple.

Queensmith founder, Brett, visited London’s Hatton Garden jewellery quarter in search of a ring for Natalie, to celebrate the birth of their baby. Ring after ring, store after store, the experience was missing Brett and Natalie’s own story.

In a sea of hurried and homogenous sales tactics, Brett discovered a desire to create a different jewellery-buying experience. So the purpose of Queensmith was realised: to offer an immersive experience in which every couple, their personal decisions and their own sentiments are at the centre of their jewellery. Crafted exquisitely, in-house, at a transparent price.

Learn more about Queensmith.

Our approach to bespoke jewellery

Queensmith is operated by people, for people - veering away from off-the-shelf buying experiences and mass production enables us to offer an immersive service in which our clients can be as involved as they choose. We remain open and communicative throughout the creation of each ring or piece of jewellery, with tailored, transparent and expert-led guidance from our gemmologists and designers through each step of the process. With in-house crafting, we’re accountable for executing high quality, exquisite workmanship in every piece we sell. Above all else, we’re here to make creating bespoke jewellery a simple and enjoyable experience for our clients.

Queensmith & the LGBTQ+ community

Recognising the individuality of each couple we work with has always been a huge part of our ethos. The engagement, wedding and fine jewellery industry can seem a little too traditional at times - so we know how important it is that we’re welcoming and visible to all communities. We’re proud to have grown a strong and loving LGBTQ+ client base over the years, and will always endeavour to contribute to a more inclusive industry.

Here's more about Queensmith's offering as an LGBTQ+ friendly jewellers.

Why are your workshops in-house?

Unlike many contemporary jewellers, we keep the production of our rings in-house and crafted by local talent. We never sell mass produced jewellery, so our clients can feel secure in the knowledge that their jewellery was created just for them, just the way they wanted.

Our in-house workshops allow us to cut out the middleman and maintain transparent and authentic provenance throughout the creation process. We’re able to keep our overhead costs controlled, whilst paying our own goldsmiths fairly for their meticulous work. We’re also able to make sure high quality standards are always met, with no exceptions, so we can be held accountable for the workmanship in every piece we sell. It just makes sense!

Interested in learning about The Crafting Process?

Queensmith opening times

At Queensmith, we operate our consultations by appointment. This ensures one of our experts is available to sit down with you, and really get to know what you're after. It also means we can prepare a selection of diamonds and designs just for you, your budget and your preferences. Please book ahead - and note that weekday evenings and Saturdays tend to book up a week or two in advance.

Store opening hours
Monday to Friday - 10am to 6.30pm

Saturday - 10.00am to 5.00pm

Sundays & Bank Holidays - closed

Phone lines available Monday to Friday 9.30am - 6pm

Book an appointment here.

If you're unable to make it into one of our showrooms during our opening times, why not book a virtual consultation? We can't wait to meet you.

Where are the Queensmith stores?

Queensmith currently has two locations in central London’s Hatton Garden area.

Queensmith Showroom: 98 Hatton Garden, EC1N 8NX

Queensmith Studio: 29 Greville Street, EC1N 8AF

If you’re unable to make it to either of our locations, our design experts are available via online consultations. It's the same service our clients have come to love - now in the comfort of your own home!

Our core collections of engagement rings and wedding rings are also available to purchase online. Find your design, choose your diamond - and we'll craft your ring in-house, to exquisite standards.

Our Consultations

What should I expect from an in-store consultation?

We've designed our stores and private consultation rooms to be an oasis of calm on the bustling streets of Hatton garden, because choosing an engagement ring or creating a bespoke piece of jewellery can feel overwhelming. Rest assured, it's a simpler process than you might expect, coordinated by our trained gemmologists and design consultants, able to ease you through every step.

So we’re well prepared for your consultation, our Customer Care team will connect with you prior to coming into the store to learn about your initial ideas, diamond shape preferences and a rough budget. This helps our consultants to source the best diamonds and prepare the ideal sample designs just for you. Here’s a little run down of what you can expect when you visit Queensmith:

  1. Meet your design consultant. Together, you’ll go over your initial ideas and we’ll piece together a better understanding of you as a couple, and your ideas.

  2. View sample designs and discuss personalisation. We have a number of sample designs and will tailor a selection for your tastes. Feel free to browse rings on display or to bring your own design ideas along.

  3. View a selection of diamonds or gemstones. Our gemmologists will source a selection of potential centre stones that offer optimal beauty and value for money. You may find the stone right away, or we can look at a wider selection.

  4. Thinking time. You may be ready to place your order at your first consultation. Alternatively, you might want a further consultation or some time to mull it all over. We’re happy for you to take your time and your consultant will keep in touch, on hand to answer any further queries.

  5. Finalise the details. Bespoke designs may require CAD, which you can approve or amend. Once you’re happy to go ahead, we’ll start the production of your ring. Crafted, set and finessed by our goldsmiths in 4 to 5 weeks.

What should I expect from an online consultation?

We know getting into the store isn’t always an option, so we've created online consultations that mean you can still get up close and personal with diamond options and ring designs - via video link and macro camera.

  1. Meet your design consultant via Zoom. Together, you’ll go over your initial ideas and we’ll piece together a better understanding of you as a couple, and your ideas.

  2. View sample designs and discuss personalisation. We have a number of sample designs and will tailor a selection for your tastes. With a high quality camera and macro cameras, we’ll show you our sample designs, or welcome your own ideas.

  3. View a selection of diamonds or gemstones. Our gemmologists will source a selection of potential centre stones that offer optimal beauty and value for money. See each stone under magnification, and your consultant will point out the individual characteristics and any flaws to be noted.

  4. Thinking time. You may be ready to place your order at your first consultation. Alternatively, you might want a further consultation or some time to mull it all over. We’re happy for you to take your time and your consultant will keep in touch, on hand to answer any further queries.

  5. Finalise the details. Bespoke designs may require CAD, which you can approve or amend. Once you’re happy to go ahead, we’ll start the production of your ring. Crafted, set and finessed by our goldsmiths in 4 to 5 weeks.

How long is an engagement ring or wedding ring consultation?

An in-store or online consultation is typically one hour. We book out one hour and fifteen minutes in our consultants' diaries to ensure you have plenty of time to discuss your ring.

There's no pressure to make your decision by the end of the consultation - we invite you to have some thinking time before confirming your order, or to come in for further consultations until you're sure.

Do I need to book my consultation in advance?

Yes, we operate by appointment as it ensures we are well prepared for your appointment, and will tailor your consultation to you. Booking an appointment also avoids disappointment and ensures we’ll have a design consultant free to see you and guide you through the process.

We can accept same day bookings depending on availability, but advise you book at least a few days ahead of your desired appointment time. Please note that weekday evening and Saturday appointments tend to book up one or two weeks in advance.

Our Customer Care team will get back to you shortly after your booking request to confirm your booking. Please be aware our Customer Care team are available weekdays from 9am to 6.30pm.

What if I can no longer make my consultation?

Please let us know if you can no longer make your appointment by calling 02078311901 or emailing [email protected]. Our Customer Care team will cancel or reschedule your booking to a more convenient time.

Ethical Diamonds & Gemstones

Are your diamonds ethically sourced?

Yes - every stone we sell and work with is sourced from reputable, trusted suppliers who share our values for transparency. We’re proud supporters of the Kimberley Process, which has prevented 99.8% of the global supply of conflict diamonds, and continue to expand our expert-led lab diamond offering. We also refuse to work with gemstones from conflict areas.

Learn more about our ethical sourcing.

Will my consultant be a qualified gemmologist?

Yes, our consultants at Queensmith are qualified gemmologists, because we believe in the importance of genuine expertise. Diamonds, engagement rings and fine jewellery are not everyday or cheap purchases. Being as informed as possible about what you’re buying and finding the best value is important - and our qualified gemmologists are here to help you make a confident, sensible and considered decision.

What are blood diamonds and how can I avoid them?

The UN defines blood or conflict diamonds as "diamonds that originate from areas controlled by forces or factions opposed to legitimate and internationally recognised governments, and are used to fund military action in opposition to those governments, or in contravention of the decisions of the Security Council."

Simply put, a blood diamond is a diamond that has been mined and illegally traded to fund rebel fighters and insurgencies. The trade of blood diamonds fund and prolong these illegitimate wars and violence.

Queensmith does not support the mining or trade of blood diamonds. When established legally and legitimately, diamond mining industries are hugely beneficial to local economies, encouraging both economic and social development; funding schools, funding infrastructure, establishing trade relationships, and so on. We are proud to be a part of an industry that harbours legitimate and fair growth, and support the UN's Kimberley Process initiative, which puts a total ban on the international trade of conflict or blood diamonds. We only work with the most transparent and internationally respected diamond suppliers.

Learn more about our ethical engagement rings.

What is the Kimberley Process and does this guarantee a conflict-free stone?

The Kimberley Process outlaws the trade of diamonds from war-torn countries and means that countries such as the UK have a very strict set of rules to comply with in regards to rough diamond transportation. Thanks to the Kimberley Process, now over 99% of diamonds in the global trade have been ethically mined and are conflict free.

We will only ever sell diamonds that have been mined, cut and traded under the mandated Kimberley Process. As well as whole-heartedly supporting the Kimberley Process we make sure to only source our diamonds from the most transparent, trustworthy and established global suppliers.

How can I ensure my diamond is 100% ethical?

Whilst over 99% of natural diamonds in the global diamond trade have been ethically sourced thanks to the Kimberley Process, you may feel more comfortable purchasing a lab grown diamond. Lab grown diamonds are still considered diamonds - they are structurally the same, made of the same compounds and look exactly the same.

Lab grown diamonds certainly have their benefits - you can guarantee your diamond will be ethically produced, and the price of lab grown diamonds can be between 40% and 60% cheaper than naturally grown diamonds.

Learn about lab grown diamonds.

What are lab diamonds?

Lab diamonds are a human made alternative to traditionally mined diamonds, and are considered 100% real diamonds, identical to those found in nature. The natural growth of a diamond is simulated under lab conditions, using intense pressure and heat.

The only way a natural and lab grown diamond can be told apart is using sophisticated machines like DiamondSure and DiamondView, which uses UV radiation to essentially scan the diamond for tell tale signs it has been formed in a lab - traits the naked eye could not see.

Thanks to the efficiency of their production, lab diamonds can retail between 40% to 60% less than natural diamonds. They also guarantee ethical production and require far less land use than mining.

Learn about lab grown diamonds.

How will I know I receive the diamond I selected?

At Queensmith, we only work with GIA certified diamonds, or IGI certified lab diamonds. Both IGI and GIA diamonds are engraved with a serial number that is only visible under magnification - this number will correlate to the certificate that comes with the diamond. You should check the IGI or GIA number of your diamond under a microscope before and after the diamond is set, where possible.

The GIA is a non-profit organisation, regarded as the best, strictest diamond graders worldwide. This means you won’t overpay for a diamond that doesn’t live up to its standards, and will receive a detailed certificate outlining the diamond’s unique characteristics. We always recommend choosing GIA certified diamonds, if you’re planning on buying a natural diamond.

IGI are considered the best option for lab diamonds, as they provide a more in depth analysis and grading than the GIA currently offer. We advise choosing GIA or IGI for lab diamonds.

Are your diamonds GIA certified?

Yes, the natural diamonds we work with are GIA certified. We work with GIA certified diamonds as the GIA are a non-profit organisation, considered the strictest, most accurate grading laboratory in the world.

For lab diamonds, we work with both GIA and IGI certified diamonds according to your own preference. This is because the GIA currently do not give as an in-depth, specific grading standard for lab diamond clarity or colour, which IGI do.

Do you buy second hand diamonds or jewellery?

No, we do not buy second hand diamonds or jewellery. We only work with trusted, transparent diamond and metal suppliers so we can be certain of their origins, meaning we won’t buy and resell second hand diamonds or jewellery.

We can often use any heirloom diamonds or precious gemstones you have to create new jewellery (for you, not for resale), but cannot reuse metal from existing jewellery as we cannot guarantee its purity. Our gemmologists would need to check the suitability of heirloom diamonds or gemstones before resetting them.

Can I choose any gemstones for an engagement ring or precious jewellery?

Diamonds, sapphires, rubies and emeralds are considered the most suitable stones for engagement rings. Not all gemstones are suitable for everyday wear as they are too soft to withstand life’s daily activities. Diamonds are the hardest gemstones meaning they are resistant to chipping, scratching or breaking, followed closely by sapphires and rubies, and then emeralds. Alternative and still relatively durable gemstones include aquamarine, morganite, spinel, topaz and tourmaline.

Engagement Rings

I need to keep my order a secret, can you help?

Sure! We’ll always be discreet with communications leading up to your consultation and throughout the ring crafting process. We don’t write ‘Queensmith’ or ‘jewellers’ on our deliveries, and you’ll know when to expect your delivery. Before sending, we'll be in touch to confirm a good date for delivery, and will provide your tracking code once your ring is on the way.

There are a few extra things you can do to keep your engagement ring order a secret:

  1. Make sure the email address you use to communicate with us is not logged into any shared devices

  2. We may call you, unless you ask us not to - so do let us know if you’d prefer to keep all communications to email

  3. Make sure you don’t use a shared card to place your order

  4. Don't ask your partner their ring size, and don't try bring in a ring for us to measure - we can make really good, educated estimate based on your partner's height, clothing size and photos of them! And we offer free resizing if it isn't quite right first go.

How long will my ring take to make?

Rings typically take 4 to 5 weeks to craft.

If you place your order in store, we may be able to craft simpler designs in a shorter time frame - please make your consultant aware if you require your ring in a tight time frame and check what will work best for you.

I need a ring ASAP, can you help?

Yes! We typically need 4 to 5 weeks to craft a ring, but we can create some of our simple, staple designs in a shorter time frame - please check with your consultant.

We also have a range of ready to wear engagement rings that can be with you in a quick turn around.

Alternatively, you may wish to select and propose with a loose diamond, then return with your partner to design the ring together - super romantic!

How much should I spend on a ring?

We can't tell you how much you should spend, but rest assured , rings can be crafted for a wide range of budgets. Here's a little information that could help you set your budget..

A simple 0.30ct diamond solitaire engagement ring starts from around £1,400. From there, it is up to you how much to spend on your ring; note that more complex designs, bigger and more diamonds will result in higher costs.

There are no rules about how much you should spend on an engagement ring, and how much you budget is a very personal decision. If you have a rough budget and design in mind, our Customer Care team can let you know an idea of the size of diamonds you’d be looking at - send us a message to discuss.

For more guidance and useful tips, follow our Setting A Budget guide.

How can I guess my partner's ring size?

If you’re not sure of your partner’s ring size, our experts can help make an educated estimate. There is a direct correlation between clothing size, height and ring size. If you happen to have a photo of your partner with their hand in full view, this can also be a valuable tool in helping our consultants to get the size right.

If the ring doesn’t quite fit right, we’ll resize your Queensmith ring free of charge. As proposals are usually a surprise, we’ll invite you and your partner to come into the store following the big moment. Then, we’ll properly measure the right ring size and make any needed adjustments, to ensure the perfect fit.

Read our full Ring Size guide.

Will my engagement ring come in a box to propose with?

Yes - all Queensmith rings come with a complimentary ring box. Our boxes are plush, with an off-white satin finish and luxurious feel.

Our engagement ring boxes are small enough to fit in your pocket, measuring 57mm x 57mm and designed to present the ring at its most flattering angle, ensuring a memorable first impression.

You’ll find a small embellishment of Queensmith’s logo and every box comes with a monogrammed protective outer box that measures 62mm x 62mm, keeping the ring box itself plush.

Can I have my engagement ring engraved?

Absolutely - we can engrave your ring before or after your proposal. Be aware that if your ring needs resizing, we may need to re-engrave the ring, so you may prefer to wait until after the proposal when your partner’s ring size is confirmed.

Our rings are hand engraved in a classic script font style. Engravings have a 25 character limit and cost a flat rate of £75 - you can add this to your order online, or discuss this with your consultant during an in-store consultation.

Can you make a ring with a diamond or gemstone I already have?

In most instances, yes, we are able to set a stone you may already have, such as a family heirloom diamond. On occasion, however, stones may not be in a suitable condition to reset. Our gemmologists will need to check the suitability of the stone before we can commit to resetting it.

We also discourage you from buying diamonds from potentially untrustworthy sources. We have experienced a number of instances where clients have asked us to set a diamond purchased elsewhere, which fails to meet the grading it has been assigned. In such cases, the client has often paid over the odds for a diamond that doesn’t live up to its grade on paper.

We charge a handling, insurance & setting fee to set diamonds and gemstones purchased from elsewhere. This depends on the size, quality and value of the stone, and starts from £300.

If you’d like to learn more or check the suitability of resetting the stone you have, get in touch with our Customer Care team, who will be happy to help.

Contact us here.

Can you make my engagement ring and wedding ring set at the same time?

Yes, we can make your engagement ring and wedding ring set at the same time. Most people like to ensure their engagement ring and wedding ring will sit perfectly flush together - and our goldsmiths will often require your engagement ring during the crafting process to do this. If you’re not ready to buy your wedding ring, we can do this at a later date!

Wedding Rings

How long will my wedding ring take to make?

Wedding rings typically take 4 to 5 weeks to make, from when you place your order and finalise the details.

We advise you plan to purchase your wedding rings two or three months ahead of your wedding. Whether you're buying online or in-store, this ensures you have plenty of time for decision making, we have plenty of time for crafting, and you receive you rings well in advance of the big day.

How long before my wedding should I book an appointment?

We recommend you book your first wedding ring consultation around 2 to 3 months before your wedding. Your rings will typically take 4 to 5 weeks to make from when you finalise all decisions - so this ensures enough time for multiple appointments if needed, time to think and finalise your choices, and for collection or delivery in good time for the big day.

Book a wedding ring consultation.

We need our wedding rings ASAP, can you help?

Yes, we have options for couples who need their wedding rings in a tight turnaround time. Our rings usually take between 4 to 5 weeks to make to order, but we also have a selection of ready to wear wedding rings you could choose from. Contact us with the ring you have in mind along with your ring size, and our Customer Care team can let you know any options we have in-store.

How much will our wedding rings cost?

Wedding rings range in price, starting at around £315 for a 2mm plain band. Thicker wedding ring bands and use of diamonds will increase the cost of your ring.

Your wedding ring budget will be a very personal decision. We recommend you do your research to get a realistic idea of what different wedding ring designs cost, figure out what's important to you, then define a budget that you know will work. You may find our journal post ‘How much should I spend on a wedding ring’ a useful read!

How do I find my wedding ring size?

We can accurately measure your ring size in store, but if you’re unable to make an in-person appointment, we can still help. Wedding ring sizes are typically directly correlated to height and clothing size - and our consultants can help you estimate your ring size during your online consultation.

You may find our Ring Size guide useful, complete with printable ring sizer.

Download Ring Sizer

Will our wedding rings come with a ring box?

Yes - all Queensmith rings come with a complimentary ring box. Our boxes are plush, with an off-white satin finish and luxurious feel.

Can we have our wedding rings engraved?

Absolutely - we can engrave your rings before or after your wedding. Be aware that if your ring needs resizing, we may need to re-engrave the ring, so you may prefer to confirm it fits before engraving.

Our rings are hand engraved in a classic script font style. Engravings have a 25 character limit and cost a flat rate of £75.

You can add an engraving to your online order, or discuss this during an in-store consultation.

Will my wedding ring and engagement ring fit together?

Yes, we typically design both engagement rings and wedding rings so that they fit flush together. We’ll often require your engagement ring for the wedding ring crafting process, so our goldsmiths can ensure they are perfectly proportionate, matched and sit flush together. We offer this service on in-store purchases only.

Not all engagement rings are ‘wedding ring friendly’, meaning they aren’t designed to have a traditional wedding ring sit flush against the band of the engagement ring. In these cases, we recommend choosing a shaped wedding ring.

Alternatively, book an in-store appointment to create a bespoke wedding ring to sit perfectly alongside your engagement ring!

Can you match my wedding ring to my engagement ring bought elsewhere?

Yes, we can match your wedding ring to the engagement ring you bought elsewhere. Our consultants will provide their design tips for ensuring the pair of rings look like the perfect set, and we may require your engagement ring during the crafting process to ensure both rings will sit flush together.

This is a service we offer for in-store consultations, as our experts will need to see your engagement ring. Book a consultation.

Queensmith didn’t make my engagement ring, can you make my wedding ring?

Book AppointmentAbsolutely, we can make your wedding ring even if we didn’t make your engagement ring. Our consultants will provide their design tips for ensuring the pair of rings look like the perfect set, and we may require your engagement ring during the crafting process to ensure both rings will sit flush together.

Browse our core collection of wedding rings online, or book an appointment.

I have an antique engagement ring - can you make my wedding ring to match?

Yes, we can match your wedding ring to your antique or heirloom engagement ring. Mimicking design features of your engagement ring, like the diamond setting style, diamond shapes, band thickness and metal colour, will help to create a cohesive pair or rings.

Our consultants will provide their design tips for ensuring the pair of rings look like the perfect set, and we may require your engagement ring during the crafting process to ensure both rings will sit flush together.

Book an appointment.

Jewellery

What other jewellery do you make?

At Queensmith, we create earrings, necklaces and pendants, and bracelets - as well as our primary engagement ring and wedding ring offering. Our fine jewellery offering is contemporary and classic, with a focus on creating refined jewellery, suitable to be worn and adored everyday.

Can you make a jewellery gift to add to an existing jewellery set?

Absolutely - we can create made to order jewellery to add to your or your loved one’s jewellery collection. That’s what makes bespoke so great! We can create pieces that match your engagement ring and wedding ring style, or take inspiration from other pieces within your jewellery collection, to create the perfect jewellery set.

Book an appointment to discuss your ideas with an expert.

Do you make anniversary, birthday or other special occasion jewellery?

Yes, we make jewellery for all occasions including birthdays, anniversaries, to mark the birth of a child or career accomplishment. Many of our clients choose to build upon their collection with matching pieces to mark special occasions, for example, earrings set in a similar style to their engagement ring, or an eternity ring in a similar style to their wedding ring.

What occasions are eternity rings for?

Eternity rings can be gifted (and self gifted) to celebrate any of life’s important moments. Eternity rings are considered to represent eternal, everlasting love. Many of our clients like to build upon their engagement ring and wedding ring set with eternity rings to mark special anniversaries or life events, like the birth of a child or career accomplishments.

Browse our eternity rings online.

I need a gift ASAP, can you help?

Yes! We have a range of ready to wear jewellery, with options to suit a variety of budgets and tastes. Get in touch to learn more and view options in store or via virtual consultation.

Do you make jewelry gifts with lab diamonds?

We make jewellery gifts with lab or natural diamonds - whichever you prefer. Lab diamonds can be a great choice for lowering costs without compromising on beauty or authenticity.

Do you make and sell earrings?

Yes, we make and sell earrings. We have a range of ready to wear earrings, or can create made to order earrings. Our earring designs are typically simple and refined, and considered everyday classics, including simple hoop earrings and diamond stud earrings.

Do you make and sell necklaces?

Yes, we make and sell necklaces. We have a range of ready to wear necklaces, or can create made to order necklaces. Our necklace designs span timeless classic designs, like simple solitaire or halo pendants, and more contemporary designs.

Do you make and sell bracelets?

Yes, we make and sell necklaces. We have a range of ready to wear bracelets, or can create made to order bracelets. Our ready to wear bracelets are largely in the tennis bracelet style, and make for the perfect gifts to mark special occasions.

Placing An Order

Can I order my ring online, or do I need a consultation?

Yes, you can place an engagement ring or wedding ring order online without a consultation. You can select the design you like, choose the metal colour, ring size, optional engraving and select your centre diamond before placing your order. We’ll be in touch to confirm your order shortly.

If you would like to add custom detailing, tailor one of our classic designs or choose a different gemstone, such as a sapphire, ruby or emerald, please get in touch. You can also create a totally bespoke ring - you’ll just need to book an appointment.

You can also order any of our ready to wear engagement rings online, or book to view them in store.

How long after ordering will my ring or jewellery be ready?

Most items take between 4 and 5 weeks to create. You will receive a due date upon ordering, and we will notify you when your order is ready. We will arrange for your collection or delivery as you prefer.

How can I cancel my order?

If you need to cancel your order, please notify us as soon as possible. Contact your personal consultant or our Customer Care team at your earliest opportunity.

Contact Customer Care.

Can I put an order on hold if I need more time to consider?

Absolutely - during or after your consultation, you can put your order on hold if you’re not yet sure of the design or would like time to consider. Please be aware that the crafting time of 4 to 5 weeks begins when you confirm you’d like to go ahead with the order - so any due date given originally will be delayed. We’ll update your due date when you confirm you’d like to proceed with your order.

During an in-store or online consultation, you can also place a 2 week hold on a diamond if you’d like time to consider before committing to the purchase. This means the diamond will be reserved just for you and won’t be shown to anyone else. Diamond hold deposits are £200 and fully refundable.

What if the diamond I selected online is no longer available?

It can sometimes take a small amount of time for our inventory to update. In the rare occasion that the stone you selected is no longer available for purchase, we will contact you as quickly as possible, and find you the best selection of alternative options to choose from.

How much do I pay upfront when I place my order?

If you’re placing an order in store, over the phone or via email, we require a deposit to start the production of your ring. You can choose between a 25% or 50% deposit. If you are ordering your ring online, you will need to pay the full amount to complete the order.

Pricing & Payment

How do you price your engagement rings and jewellery?

We know our transparency is important to you. When you choose to create a bespoke ring or piece of jewellery, we’ll always provide a breakdown of the costs involved, and never charge hidden fees.

Our staple engagement ring designs have a flat fee, including the price of the metal work, any melee diamonds used, and the crafting hours needed. The cost of the main diamond or gemstone you choose will be added to this. We price bespoke pieces in the same way we price our staple designs, with flat fees for customisations.

Our staple wedding ring designs also have flat fees.

We have created a business model that delivers bespoke excellence at the fairest price possible. Producing our rings in houses helps us to cut out the middleman and avoid passing on extra costs to you, whilst allowing us to maintain our high crafting standards.

Which payment methods do you accept?

Queensmith accepts the following payment methods:

  • VISA debit and credit cards
  • MasterCard and Maestro
  • Bank transfer (in-store purchases only)
  • Cash payments (in-store purchases only)

Please note that online order payment methods are limited to VISA debit and credit cards, MasterCard and Maestro. If you’d like to use an alternative payment method or are interested in learning how you can spread the cost of your ring or jewellery, please get in touch and we’ll facilitate your order manually.

Do you offer payment plans or financing?

We do not currently offer finance, but we do have plans to introduce this in the coming months. To start the production of your ring, we require a 25% or 50% deposit (this is up to you). The rest of the payment can be made either in instalments up until the collection of the ring or in full when you collect (or have the item delivered). Rings typically take between 4 to 5 weeks to craft, but we can keep the ring safe for as long as you need to make outstanding payments.

Whilst the option to pay in instalments is not available online, we are able to cater for this manually - please contact us to do so.

Contact us.

Can I pay in installments?

Yes, you can pay for your ring or jewellery in instalments when ordering in-store, over the phone or via email. The full amount will need to have been paid upon collection or prior to delivery of your order. Orders typically take between 4 to 5 weeks to craft, and you can pay in as many instalments as you need within that time. If you need to pay over a longer period of time, we can keep your order in our safes until the time suits you. Whilst this option is not available online, we are able to cater for this manually - please contact us to proceed this way.

If you prefer to order online, the full amount will be paid when you check out.

Can I claim tax back after my purchase?

All prices displayed on our website, displayed in-store or quoted to you include Value Added Tax (VAT). Following changes to the Retails Export Scheme at the start of 2021, customers will no longer be able to reclaim the VAT added to their jewellery upon leaving the country.

Once I’ve received a quote, can the price change?

When you receive a quote during a consultation, the quote will be fixed for 14 days. If you do not proceed with the order within 14 days, you may receive a different price with your next quote. This is because diamond and metal prices are subject to fluctuations. We aim to keep our pricing as consistent as possible, and will honour orders placed within the standard quotation.

Your quote will be held on our system for 3 months.

Are there any hidden charges for bespoke orders?

No! We never charge hidden costs, and you’ll know the exact price to pay before placing your order.

We don’t charge any extra fees for bespoke orders, and bespoke pieces are priced in the same way our classic designs are priced. For example, the metalwork of a solitaire ring will always cost £700 whether it’s a classic design or your own design. If you wish to add embellishments, like a diamond set bridge or engraving, these have a flat fee which your consultant will make you aware of during the quotation stage.

Delivery

Where do you ship to?

We can ship orders within the UK and around the world. Please get in touch to discuss international shipping, and to learn if there will be any extra costs in arranging your international shipment.

We send UK orders via Royal Mail Special Delivery Guaranteed (Next Day Service) or Malca-Amit, both tracked and signed for, for proof of delivery. Deliveries are fully insured.

More about delivery.

Is delivery secure and insured?

Yes. We typically use Royal Mail Special Delivery Guaranteed as advised by our insurance company for UK deliveries, and Malca-Amit for items over a certain value. Delivery is fully tracked, insured and due to arrive the day after posting. We label packages with ‘Fragile’ & ‘Do not leave with neighbours’, and never write ‘Queensmith’ or ‘jewellers’ to remain discreet.

During Covid restrictions, Royal Mail may not require your signature on arrival, but the recipient’s name and confirmation of delivery can still be viewed via the tracking page.

How will my order be packaged?

We make our packaging for deliveries as discreet as possible, avoiding the use of any logos or mention of ‘jewellers’ or anything that could allude to the contents of the package. However, Queensmith’s return address has to be included on the packaging for insurance purposes, so make sure you’re the one to accept the delivery if you want to conserve the element of surprise!

Rings will arrive packaged safely, and inside a ring box. Other jewellery items will also be packaged safely and inside a jewellery box.

More about packaging.

How long does delivery take?

Your order will usually take between 4 to 5 weeks to be crafted - we’ll let you know your exact due date upon ordering. Some rings can be made in shorter time frames, and ready to wear pieces are ready to ship immediately (unless work is required, for example, resizing).

Once work on your order ring is completed, it will be couriered via Royal Mail Special Delivery Guaranteed (Next Day Service) or FedEx Priority Service, both tracked and signed for, for proof of delivery. Please allow time for Sundays and Bank Holidays, which may disrupt delivery services.

You can also opt to collect your item from one of our Hatton Garden locations - get in touch to book your collection.

My order has not arrived as expected, what should I do?

In the unlikely event your item has not arrived as expected, please contact our Customer Care team, and we’ll work to rectify this.

Jewellery Care

What does your complimentary aftercare include?

Any item purchase from Queensmith is entitled to a lifetime of free cleaning and polishing services. We recommend cleaning your jewellery at home as often as needed, and booking a professional polish every 3 to 5 years - or when you notice the metal could be brightened up. You’ll want to avoid polishing your item too much as this can weaken the metal, and we’ll let you know if it is not yet needed.

We welcome you to bring your items into Queensmith’s stores for a professional clean when needed - just contact us to book.

Rings are entitled to three free resizes. We advise you try to avoid resizing your ring more than three times, to avoid weakening the metal.

We offer a free servicing appointment whenever required (we recommend one to years apart) to check your item is in good order, and if it needs any work. If you damage your item or feel something is wrong, let us know as soon as possible and our experts can carry out work needed - please note there may be a charge to rectify items damaged while out of our care.

How can I clean my jewellery at home?

  1. Fetch a bowl, add Fairy liquid and fill with very warm water (diamonds can withstand extremely high temperatures, but be careful not to scald yourself). You’ll need a soft bristled toothbrush on hand and a clean cloth or tea towel.

  2. Place your jewellery into the bowl and leave to soak for ten minutes. Do not clean your ring under running water with an open plughole - using a bowl will avoid unfortunate mishaps! The Fairy liquid and warm water will break down oils and dirt during this time.

  3. After soaking, use the toothbrush to lightly brush any remaining dirt away. Be sure to brush behind the diamond and under the setting, if your ring or jewellery design allows it. Whilst diamonds are nature’s most durable material, metals like platinum and gold can scratch - so make sure to use light brushes with a soft toothbrush.

How can I avoid damaging my jewellery?

Remove your jewellery during any physical activities that could cause damage, and keep them in a secure place. These activities can include, but are not limited to, lifting weights, heavy lifting or grasping, such as at the gym, rowing, or grasping a racquet.

Clapping your hands together and hitting your ring against other rings can cause the metal to misshapen.

Abrasive cleaners like Cif and abrasive tools like scrubbies can cause metalwork to scratch, so make sure to remove your jewellery when using these, and store in a secure place.

We always recommend insuring your engagement ring or fine jewellery, to cover damages, theft and loss. We recommend jewellery insurance specialists TH March, or adding your item to your home contents insurance plan.

Will my item come with a Lifetime Manufacturer’s Warranty?

Yes, all Queensmith items come with a Lifetime Manufacturer’s Warranty.

Read the full Lifetime Manufacturer’s Warranty.

Returns & Alterations

What is Queensmith's return policy?

40 Day Free Returns:

  1. We accept returns, eligible for a full refund when returned within 40 days of delivery/collection. This returns policy is limited to a) all items where the diamond is priced below £25,000 excluding VAT b) items that have not been customised from their original state as displayed on the website.

  2. While we do offer all customers free shipping when delivering your order, we kindly ask you to cover the shipping charge when returning to us.

  3. To be eligible for a refund the customer must initiate the return within 40 days and must return it within one week of notifying us. Therefore, the item must be returned no later than 47 days after the delivery date, in its unworn and original condition without any damage, and with all accompanying documents and materials.

  4. Our production team will review the returned item. Items that show signs of wear or have been altered, resized (by a jeweller other than Queensmith), or damaged, are unable to be returned.

  5. In the unlikely event that the item turns out to be faulty or different to the customer’s order, we will repair or replace the item free of charge or refund the item in full. The item should be returned to Queensmith prior to replacement, repair or refund.

  6. To initiate the refund process, please contact our Customer Care team quoting your order number.

Read our full Returns Policy.

Non-refundable Items:

  1. There are some items that are not eligible for returns or refunds.. Please contact our Customer Care team quoting your order number to confirm whether your item is eligible.

  2. Unless otherwise explicitly stated, exclusions to our 40-days returns policy are bespoke commissions and personalised or engraved items. For hygiene reasons we are also unable to accept returns of pierced jewellery such as earrings. All Refunds are subject to the item being returned unworn, unused and undamaged and in saleable condition.

  3. Improperly & inadequately packaged returns will be refused. Returns with missing paperwork (including the GIA report) or product(s) may not be processed. If applicable, we reserve the right to deduct a £250 fee from your refund in order to replace any missing diamond or gemstone grading certificates.

  4. If you return your order and exchange it for another ring, the second ring is non-returnable, unless the reason for returning is a manufacturing issue.

Can I return an engagement ring if the recipient doesn't like it?

Yes, if your item qualifies for our 40 days Returns Policy, you can return your item for a full refund, or to be redesigned for no extra cost. Please note if you add design elements of embellishments, like a diamond set bridge or a diamond halo, these will incur standard costs.

Can I alter my item without returning it?

Yes, items can sometimes be altered - but it depends on what the item is and the alterations you would like. The changes you want may require the item being redesigned and remade. Simple alterations like adding an engraving or resizing the ring are typically not a problem. Contact us to find out more about altering your item.

Will you buy back my Queensmith jewellery if I no longer require it?

No, we cannot buy back your jewellery. If your item is still within the 40 day returns window and meets return conditions, you will be able to return it - please check our returns policy to see if your item qualifies.

As a bespoke jeweller that creates each piece from scratch, we’re unable to re-sell pre-made jewellery, and do not deal in second hand jewellery. This is to ensure that each piece we sell is in the perfect condition for its new owner.

My ring doesn’t fit, can you resize it?

Yes, we can resize all Queensmith rings up to three times, free of charge, for a lifetime. We can resize rings up or down by three sizes, but rings typically only need adjusting by one size or half a size.

You will probably only need to resize your ring once - if it doesn’t fit quite right when you first receive it, but you may also find your finger size changes throughout life and after events like pregnancy.

Please note we cannot resize rings purchased from elsewhere.

View Ring Size guide or download our printable ring sizer.

Insurance & Replacement

Can I insure my jewellery with Queensmith?

Queensmith does not offer jewellery insurance. We fully advise you to take out insurance on your jewellery as soon as possible. We recommend TH March. To arrange cover with TH March, call 01822 855 555 or visit their website thmarch.co.uk. Our jewellery reference number is AH750T. Alternatively, you may wish to add your jewellery to your home contents insurance.

Please note that whilst your diamonds, gemstone or jewellery is in our care, it will be fully insured.

Can you recommend who to insure my jewellery with?

Yes, we recommend TH March, jewellery specialist insurers. To arrange cover with TH March, call 01822 855 555 or visit their website www.thmarch.co.uk. Our jewellery reference number is AH750T. Alternatively, you may wish to add your jewellery to your home contents insurance.

We always recommend your plan covers replacement on a like-for-like basis, meaning we’ll be able to recraft your piece just as it was, and you won't receive a ready-made replacement from another jeweller.


Do I need to insure my engagement ring or fine jewellery?

Whilst the decision is yours, we highly recommend you insure your engagement ring and other fine jewellery. If your ring or other precious, high value jewellery becomes lost, damaged or stolen, you can feel secure in the knowledge that an adequate insurance plan will see your item remade and replaced on a like-for-like basis.

If my Queensmith jewellery is lost, stolen or damaged, can you replicate it?

Yes, we’ll have your original order on our database and can remake your piece as you desire. A good insurance plan should cover the costs, so do make sure you have adequate cover.

Customer Support

Do you have additional questions? No problem, let us help you through the process