FAQs

FAQ - From Diamonds to Delivery, Your Questions Answered

  • Returns and Delivery
  • Purchases
  • Jewellery
  • Diamonds
  • Covid-19
  • Selling Your Jewellery and Watches

If I'm not happy can I return an item?

For online shopping

Yes, we are offering a 30 day risk free trial. If you are not happy with your purchase for any reason, we will refund you in full. The jewellery or watch must be returned in unworn perfect condition and returned to us using a tracked courier or postal service that covers the full value of the item. We do not refund your return postage costs.

For In-Store Purchases

Any item purchased in a Gold Arts branch will be exchanged for up to 28 days with proof of purchase. This can only be done if the item has not been damaged or shows any sign of wear and tear or has been altered to suit the buyer's requirements. We are unable to offer refunds however credit notes can be issued and are valid for six months.

Our policies do not affect your statutory rights.

Can I return earrings?

Unfortunately, we will not accept the return of earrings for reasons of hygiene. Earrings are covered by our warranty, so if there is a manufacturing problem at the point of sale or after we will assist in resolving the issue. Your statutory rights are not affected.

Can I return a bespoke item?

Where an item has been ordered or altered to suit the buyer's requirements this will be non-refundable. In most cases we will be happy to exchange it for an item of equivalent value, although this is at the discretion of the manager and the design of the item. If you are unsure, please contact us to discuss your requirements.

WHAT ARE THE DELIVERY OPTIONS?

We offer Next Day Delivery (Order before 11am for same day dispatch & next day delivery.) as standard on all orders over £100.
Orders under £100 will be subject to a £4.99 or £8.99 Delivery Charge depending on your choice of delivery.
£4.99 for Royal Mail 2nd Class Signed For® which can take between 3-5 working days
£8.99 for Royal Mail Special Delivery Next Working Day Delivery (Order before 11am for same day dispatch & next day delivery.)

Orders dispatched Monday to Thursday will arrive next day. Order placed on a Friday or over the weekend will arrive on Tuesday if Special Delivery is selected. Royal Mail 2nd Class Signed For® can take between 3-5 working days.

We offer Saturday Guaranteed Delivery for £10.99. Guaranteed by 2pm Saturday (on orders placed before 11am Friday)

For full details on postage and delivery Terms & Conditions please click here

CAN I RESERVE AN ITEM TO COLLECT OR VIEW IN MY LOCAL STORE?

Yes, we offer a free Reserve Service for Collection in Store. Select 'collect in store' option online or phone to reserve your items and we will endeavour to deliver it to the store most convenient for you. You can collect your item from our stores based in Chichester, Brighton or Eastbourne.

Nominate your day of collection and your item will be packaged and ready. Collection in store available during shop opening hours Monday-Saturday

WHAT'S THE QUICKEST WAY TO CONTACT YOU?

Our Contact Us page has all the information in one place with an easy to use contact form.

You are always welcome to phone us during shop opening hours Mon-Sat on 01273 203178. Emails are answered as soon as possible Mon-Fri on info@goldartsonline.co.uk

For full details of individual shops click here. You can also message us through Facebook.

IS MY PAYMENT SECURE?

Yes, our website uses a secure server to make sure that all your credit or debit card transactions are completely secure. We use fraud checking systems as well as authentication processes before we fulfil each order. When you use our website, the secure server will encrypt all of the personal information you send us. Your credit or debit card details are processed through our secure payment system. No credit or debit card details are held by Gold Arts the Jeweller.

For full details of our Privacy Policy please click here

WHAT JEWELLERY IS INCLUDED IN THE 2 YEAR WARRANTY AND WHAT DOES IT COVER?

Our promise to you is that our jewellery is made to a high standard, with each piece inspected before dispatch. We are proud of our 40 year history as an independent jewellers and our reputation is very important to us. We want you to be confident purchasing from our Gold Arts shops in Sussex and from us online, so we are offering a 2 Year Warranty on all new non-branded jewellery with a value over £150. Jewellery below this value, including silver jewellery will be covered by a 1 year manufacturing policy.

The 2 Year warranty entitles you to free claw tightening on gem set jewellery, free cleaning and rhodium plating. Any manufacturing defects that become apparent during the 2 years will be repaired or the item replaced. This warranty does not cover normal wear and tear or accidental damage, however our onsite goldsmith's workshops offer competitive quotes and we will always wait for confirmation from you before proceeding with any work.

To take advantage of this free service, bring your jewellery into one of our stores in Sussex or post your jewellery to us. Please ensure you use a postal service such as Royal Mail Special delivery or equivalent that insures your jewellery to the appropriate value.

We want your jewellery to stay beautiful and we will repair and help maintain it for a lifetime. Please contact us for further information. The terms of the warranty do not affect your statutory rights.

WHAT WARRANTY IS THERE FOR WATCHES?

New Watches

Our new watches are covered by the manufacturers guarantee, which can range from 1 to 5 years dependant on the brand. Normal wear and tear is not covered, for example straps, broken glass, batteries etc. Misuse and accidental damage is not covered but we are happy to help with quotes for repair. Please read the terms of sale on the manufacturer's website or contact us for further information.

Pre-owned Watches

We take great pride in offering a fantastic selection of high quality pre-owned watches. We are experts in this field which means you can buy with confidence. The majority are sent for servicing before resale, which means that the guarantee period varies as each service-centre offers a different period of warranty post service.

As a generalisation most pre-owned and vintage watches will have at least 2 year's warranty against manufacturing faults and defects which were not apparent at point of sale. Please check the item's description before purchase or contact us for more information on specific watches. Normal wear and tear is not covered, for example straps, broken glass, batteries etc. Misuse and accidental damage is not covered but we are happy to help with quotes for repair

If you do have a problem with your watch please contact us first and we can advise you of the correct returns procedure. We want you to enjoy your watch and we will repair and help maintain it for a lifetime. The terms of the warranty do not affect your statutory rights.

Why isn't ring size mentioned in your description?

Most of our rings are suitable for resizing, which is why we do not usually state the finger size. Unless specified we will send our rings out in their current finger size, however if you know the size you need then please contact us beforehand and our workshop will resize it to fit you. This service can usually be completed in 1-2 days.

For engagement rings, if you're not sure of her size, we will send out your beautiful piece in its current size to allow you to propose in your own time. Once your partner says "yes" come in together to one of our stores or post it back to us and we will arrange your first sizing free of charge.

Some designs are not suitable for resizing, so we will need to re-order in your size, which can take up to 4 weeks. If the description of the ring is not clear on sizing suitability or you know that you will need a very small or very large size, then please contact us and we can advise you of our current stock holdings in different sizes.

Our goldsmiths are professional and highly skilled. We do not stretch rings, we add or subtract metal as needed using the correct purity of solder or use the laser welder depending on the design and metal. You will not be able to see that the ring has been resized other than that it's a perfect fit!

Many of our designs are available in alternative metals and diamond weights, so again, please call to discuss your requirements.

 

I don't know my finger size – help!

If you are unsure of your finger size, then it is best to take the ring in the current size to check that you like it, rather than potentially resize it twice. We offer the first ring resizing for free in all our branches regardless of whether purchased in-store or through our web-shop.

If you are local to one of our stores, we are always happy to measure your finger, or tell you the size by measuring one of your other rings. If you are not local then you could visit another jeweller who is local to you who should be able to help. Our sales staff offer this to all customers, so I would hope that the same is true for other retailers.

I LIKE THE DESIGN OF ONE OF YOUR RINGS BUT ITS OUTSIDE OF MY BUDGET, CAN YOU HELP?

Yes, most of our designs can be changed to suit your budget but keep the original look. For example, a Platinum 1ct diamond solitaire ring with diamond set shoulders could be remade using 9ct white gold and a slightly smaller diamond or the same size diamond but of a lower colour and clarity which would bring the price down to suit your budget. Let us know what you would like and we will aim to deliver within your budget.

Our stores are always happy to order in loose diamonds or coloured gemstones for you to view, so you can choose the one you like best. Every step can be tailored to you.

I prefer white gold but the ring is made of yellow gold, CAN I ORDER IN ANOTHER METAL?

Yes, most of our new rings and jewellery is available in Platinum, 9ct or 18ct White Gold. Please contact us for a quote for any of our jewellery in the precious metal you would like.  

What is a certificated diamond?

A certificated diamond is the same as any other diamond except that its quality has been graded by a regulated company under controlled laboratory conditions. The detailed assessment confirms the weight (carat), colour, clarity, cut, symmetry, florescence and other factors.

A certificate can act as your guarantee that the diamond you are buying is of the quality stated by the jeweller. The grading report number may also be laser inscribed on the girdle of the diamond as a further level of guarantee.

Why are some diamonds not certificated?

Not all diamonds come with a certificate for various reasons. For example, it might be too small to be economically viable to certificate, equally an uncertificated diamond is usually a little bit cheaper to buy so keeps jewellery priced within a budget. Jewellery with lots of diamonds together wouldn't be certificated as you would need to have a certificate for each stone!

Certification is a relatively new procedure which is becoming increasingly popular, so pre-owned jewellery and antique jewellery is less likely to be certificated.

Should I trust buying a non-certificated diamond?

This come down to the jeweller you are buying from. We are a trusted independent jeweller established in 1979. We only buy from reputable diamond merchants, and we have trained staff at each branch who are qualified to grade diamonds including a Registered Valuer as part of our team.

The diamond grading which is termed as an 'assessment' is carried out by a qualified member of staff, who will assess the carat, cut, colour and clarity. The grading will be assessed as a colour and clarity between 2 levels. For example, a certificate might assess as diamond as H colour Si1 clarity. We would grade the same diamond as H/I colour and Si1-Si2 clarity to allow for human error under non-laboratory conditions.

You are safe buying a diamond from Gold Arts, whether the diamond is certificated or not, we guarantee the diamond is natural and of the quality stated in the description.

Are your diamonds conflict free?

Yes, all the diamond merchants and jewellery wholesalers we buy our diamonds from adhere to the rules of the Kimberley Process. This is a guarantee that all new diamonds purchased have been mined and shipped without connection to rebel or terror groups. We guarantee you that we only buy from traders who guarantee their diamonds to be conflict free.

What Covid-19 safety precautions are you taking?

At Gold Arts we take our customer and staff’s safety as a priority. In line with government recommendations, we have made a thorough risk assessment and implemented all necessary precautions including easily accessible sanitiser, masks, protective screens, increased cleaning, social distancing and customer number limitations.

I want to sell my watch

Our new Online Quote Form is quick and easy to fill out, with the option to upload images. If you prefer you can email us at Brighton@goldarts.co.uk with details of the brand, model, year, condition (working / recently serviced / broken / damaged etc) and if you have the box and papers. A photo is always helpful but not essential.
The form or email allows us to quickly assess if your watch is something we are looking for and we can give you an estimated price. If you are happy with our guide price, then we can arrange a day convenient for you to pop into one of our stores or post it to us.
If you prefer you can come into any of our retail branches during opening hours. We cannot guarantee our watch buyer will be available, but we can always take a few details and contact you again.

I want to sell my unwanted jewellery

The quickest way is come into any of our Gold Arts stores and show us your jewellery or watches. We can inspect the jewellery in person using tools such as a loupe, scales, metal testing equipment etc. and give a guaranteed price and payment straight away.

If you are further afield than Sussex then our new Online Quote Form is quick and easy to fill out, with the option to upload images. We will provide you with a free no obligation quote based on the information you can provide. A follow up email will detail the next steps to selling your items to us.

do you buy broken watches and jewellery?

We will always buy broken jewellery as the precious metal content has a scrap value. For higher end jewellery that we would want to restore for resale the nature of the damage would be taken into consideration in our quote. Our goldsmith is very experienced and capable of restoring broken items where viable. Jewellery not suitable for resale will be calculated at scrap value for the metals and gemstones. All of our pre-owned jewellery is professionally cleaned and polished before resale.

For watches it depends on the nature of the damage and would be taken into consideration in our quote. We have an excellent independent horologist and use specific brand service centres for watch repairs. All of our watches are sent for servicing before we resell them.

How do you pay me for watches, jewellery and scrap gold?

We can pay you immediately by Bank Transfer or Cash if you prefer. We are also happy to part-exchange against any jewellery or watches from Gold Arts.

Do I need to bring anything with me other than the watch/jewellery?

Yes. Once we have agreed a price you will need to provide photo ID including proof of address.

For watches; if it has a box and any paperwork or servicing receipts, please do not forget to bring it along. It makes the watch more appealing to our customers and easier to sell, so we will offer you more money if its included.

For jewellery; if the diamonds came with a certificate, please do not forget to bring it along. It allows us a more accurate assessment of the grading and subsequent value. If your luxury jewellery is branded and you can provide the original gift box or certificates of authenticity this is a bonus. It is appealing to our customers and easier to sell if we have these extras, so we will offer you more money if its included. You are welcome to bring receipts and insurance valuations if you wish, these may be useful, but are not essential.

I want to Sell My Jewellery / watch, what can i expect to happen in store?

When you come in to see us, we will be adhering to current Covid Safe measures including the use of masks, a screen and sanitizer. A member of staff will greet you and look through your jewellery assessing the metals, gemstones and condition of the items. The items will be weighed and if required tests may be done in our workshop to confirm the purity of the metal, then a price will be calculated. We pay in you via bank transfer unless cash is preferred, proof of identity is required.

Will I have to leave my jewellery / watch with you and wait for a quote?

In most cases the quote will be given on the spot and a price offered. If there are a large number of items you may have to leave the jewellery with us for an hour or longer in busy periods, so we can measure and assess diamonds, test the metal purity and calculate a price. If your jewellery is something very rare or unusual that requires research, we will advise you at the time. We hope you appreciate that this is the fairest way to give you the best price.

Do you offer Pawnbroking or cash loans against jewellery and watches?

No, we do not offer this service in our Gold Arts stores. We do offer this at our sister company GA Pawnbrokers. For more information visit www.gapawnbrokers.com

If you can't find the answer your looking for, our friendly team is always happy to help.