Question 1

What payment types do you accept?

Accepted Answer

We accept all major debit/credit cards, Apple Pay, Google Pay and payments via PayPal.

Question 2

What shipping/delivery services do you offer?

Accepted Answer

All items are delivered via tracked postage and come with insurance.

UK orders
 
In the UK, all orders are sent via Royal Mail Special Delivery which is a tracked, signed for and insured service. Orders over £500 will receive free complimentary P&P.

International orders

Please note that we currently only ship to select countries outside of the UK. Due to new GPSR regulations coming into place on 13th December 2024, we are no longer able to ship to Northern Ireland or EU member countries.

To see if we are currently able to ship to you, you can add an item to your basket on our website and at checkout you can select the shipping country via a drop down menu to see if shipping is available and a shipping cost estimate.

USA orders up to £300

All USA orders with a value of up to £300 are shipped via Royal Mail/USPS which takes approx 1-4 weeks to arrive once shipped and is a tracked and insured method. We will ship your order delivered duty paid (PDDP), meaning we will pay the tariff due when shipping your parcel, so you won't have to sort this before receiving your parcel. Please note that we cannot deliver to PO Boxes.

USA orders over £300

All USA orders with a value of over £300 are shipped via DHL Express with insurance and tracking. This service takes approx 3-5 working days to arrive once shipped and a signature is needed on delivery. Your order will be shipped delivered duty paid (PDDP), meaning we will pay the tariffs due when shipping your parcel so you won't have to sort this before receiving your parcel. Please note that we cannot deliver to PO Boxes.
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If you have any questions, please get in touch via email at info@kategoldjewellery.com.(mailto:info@kategoldjewellery.com)​
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Rest of the World

All international orders will be shipped either via Royal Mail or DHL Express. Royal Mail's International Tracked (and Signed if available for your country) service takes approx 1-4 weeks to arrive once shipped. DHL Express' service takes approx 3-5 working days once shipped and requires a signature on delivery. Royal Mail's service offers insurance up to £250 and DHL Express' service comes with full insurance. Please note that we cannot deliver to PO Boxes.

Our shipping process

Once payment is received, your item will be shipped within 1-3 working days to your confirmed order/Paypal address. If you do need an item shipping quickly, please let us know and we'll do all we can to get it to you as quickly as possible.

All items will be shipped in secure packaging and jewellery will be sent in a presentation pouch or box. We make sure all items are sent as discretely as possible (we don't want to ruin any surprises!) and so we do not advertise on our shipping packaging. However, if your item is being shipped outside of the UK, we do have to use a customs shipping label which will state what is inside.

Customs information
  
All customs and import charges are the responsibility of the buyer and we can not declare any of our items as gifts. We recommend you check your country's import laws regarding jewellery, precious metals and gemstones as these vary from country to country.

For USA customers

We pay the tariffs/customs fees when we ship your order so your item/s will be delivered duty paid (PDDP).

Antiques

We only declare items as antiques when they are over 100 years old and are shipped with a third party provided Certificate of Antiquity (CoA) as DHL Express will only accept items as antiques if they are shipped with a CoA. We are currently not able to create a CoA ourselves, we can only supply a self-certified antiques declaration. We do not provide a Certificate of Antiquity (CoA) for antique items as standard as CoAs come at an additional cost. If your country requires this to import antiques at a lower or tax free rate, you must contact us to arrange this before purchasing as it will be at an additional cost to provide a CoA and the item will need to be verified by a third party company before shipping. We cannot organise a CoA once the item has been ordered and shipped as the item needs to be assessed by the third party in person. We cannot be held responsible for antique items not being charged the lower or tax and duty free rates for import fees as a result of antiquity not being proven.

Shipping returns

If an order is shipped and it has to be returned to us for reasons outside of our control,  (Eg you refuse to pay the customs and import fees, you provide an incorrect address or you do not accept delivery of the parcel) we will have to charge the return delivery fees charged to us by the courier to you. These can either be charged via invoice or deducted from your refund total if the order is returned to us. If we are charged customs and import fees, these will also be deducted from your refund total. For USA customers, if an order is shipped and it has to be returned to us for reasons outside of our control,  (Eg you do not accept delivery of the parcel, an incorrect address is given) we will have to charge the return delivery fees charged to us by the courier to you and all tariffs and delivery fees we have paid are not refundable.

Incorrect addresses

Please check the shipping address you enter at checkout is correct. We cannot recall parcels once shipped if you notice you have given an incorrect address. If a parcel is returned to us due to an incorrect address being given, we will not be able to refund the postage fees or customs duties and tariffs we have paid upfront if you are in the US. If you'd like the item reshipping once we have received the returned parcel, a further shipping fee will need to be paid.

Lost items

Please note that it is very rare that parcels are lost in transit but if in the event a package is lost in transit, we will provide all shipping details and work with you and the shipping provider to help trace the parcel. If an item has been signed for as received via the shipping provider's tracking system we cannot be held responsible for the whereabouts of your purchase as it has been logged as received and we can not issue a refund if this happens.

For items posted to the UK - if your item doesn't arrive within 7 working days from the postage date please let us know and we will file a claim on your behalf. All claims can only be submitted 25 days after the item was posted.

For items posted outside of the UK - if your item doesn't arrive within 25 working days from the postage date please let us know and we will file a claim on your behalf. All claims can only be submitted 25 days after the item was posted.

If you receive a parcel that is damaged or tampered with, please either decline to receive the delivery and/or take photos of the parcel upon receipt as these will be needed to make a claim.

Question 3

Will I be charged customs fees/import duties and taxes/tariffs on orders if I live outside of the UK?

Accepted Answer

If you place an order with us for delivery outside of the UK, you will likely be charged customs fees and/or duties by your local government before receiving your parcel unless you are in the USA, please see below for USA specific guidance.

These fees are in addition to the order total you pay at our online checkout and are your responsibility to pay. If you need more information on what you will be charged, we recommend you check your country's local government website for further information. It is also important to check your country's import laws regarding jewellery, precious metals and gemstones as these vary from country to country also.

Please make sure you are happy to pay these customs fees and duties to receive your parcel before purchasing if you are outside of the UK. We cannot control what is charged and this charge is your responsibility to pay. We do not under declare the value of parcels or mark parcels as gifts. All parcels are declared at their purchased value.

If we are charged for a return parcel due to the customs fees not being paid, these fees will be deducted from your refund along with any restocking and shipping fees incurred.

For USA customers:

As we are based in the UK, if you shop with us and are in the USA we will ship your order delivered duty paid (PDDP) so you won't have to pay any extra fees before receiving it. These fees are included within your order total.
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Please make sure you are happy to pay the tariffs before purchasing. The tariffs are not refundable once your order has been shipped. Please see our FAQ on refunds for more information on our refunds policy.

If you have any questions, please get in touch via email at info@kategoldjewellery.com
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Antiques

We only declare items as antiques when they are over 100 years old and are shipped with a third party provided Certificate of Antiquity (CoA) as DHL Express will only accept items as antiques if they are shipped with a CoA. We are currently not able to create a CoA ourselves, we can only supply a self-certified antiques declaration. We do not provide a Certificate of Antiquity (CoA) for antique items as standard as CoAs come at an additional cost. If your country requires this to import antiques at a lower or tax free rate, you must contact us to arrange this before purchasing as it will be at an additional cost to provide a CoA and the item will need to be verified by a third party company before shipping. We cannot organise a CoA once the item has been ordered and shipped as the item needs to be assessed by the third party in person. We cannot be held responsible for antique items not being charged the lower or tax and duty free rates for import fees as a result of antiquity not being proven.

Question 4

Do you offer refunds or exchanges?

Accepted Answer

We want to make sure you’re happy with your purchase, so if for any reason you’re not, please get in touch within 14 days of receiving your item so we can arrange a return. (Please note, the 14 day term begins when your parcel has been signed for on delivery).

Once you have notified us of your wish to return we will provide you with our returns details, including our returns address, and you will then have 14 days from the day you notified us to return your order.
 
If you are in the UK, once we have received your return in its original, 'as sold' condition with the original packaging, we will refund the full item price and the original postage cost via the original payment method used within 3-5 working days. Please note that the postage cost to return the item to us is to be paid by you. If you cancel your order before it is shipped, your full order value will be refunded to you.

If you are outside of the UK, once we have received your return in its original, 'as sold' condition with the original packaging, we will refund the item price (minus our Card/Apple Pay/PayPal fee charges as these are not refunded to us. This charge is 5% of the order total including shipping) via the original payment method used. Please note that the postage cost to return the item to us is to be paid by you and we cannot refund your original postage cost or any tariffs, duties and taxes paid. If you cancel your order before it is shipped, we will refund your order total minus the 5% Card/Apple Pay/PayPal fee charged as this is not refundable.

For US returns - we deliver all parcels to the US Delivered Duty Paid (PDDP). If you return an item to us, or if your order is returned to us outside of our control, we will not be able to reclaim the duties we have paid (10% + 50p admin fee for items shipped via Royal Mail/USPS and 15% + £16 admin fee for orders shipped via DHL Express). Your refund will be minus these customs and duty fees we have been charged. 
 
For items returned outside of the UK, items must be returned with their original customs form, clearly marked 'RETURN' on the outside of the parcel. If any customs charges are incurred shipping the item back into the UK, these will need to be paid for by you, or they will be deducted from the refund total.
 
For hygiene reasons, we are unable to offer a refund or exchange on all charm earrings unless faulty as the hoop earrings are brand new so please be sure before purchasing.

If a parcel arrives damaged, please reject the parcel when the shipping provider attempts to deliver. Please then contact us as soon as possible to let us know this has happened and please send photos of the parcel in the condition it arrived in if possible.

All items must be returned from the country that we have posted the item to.

Items purchased by a layaway plan are not returnable. Items also resized, modified or customised in any way by our jeweller or by you/your jeweller are not returnable.

We can not accept returns on items where damage occurs once worn. Please take care when wearing antique and vintage jewellery as it can be fragile. Please see 'How do I care for my jewellery?' below for further info.

Question 5

Do you offer layaway?

Accepted Answer

***We're currently on pause with our layaway plans but they will be back available again in February 2025***

Yes we do and our payment plans are free of charge too!

Layaway is available on all items over £100. Our payment plans are available over a three month period to help you spread the cost of an item over several months. 
 
For our layaway plan we ask for a 30% deposit to secure the item, then the remaining balance to be paid in three further instalments over three months.
 
A typical layaway plan will look like: Deposit (30% of total item price) due on the first day – eg 1st January. Then the remaining balance is split into thirds and is due over the next three months – eg payment two is due on 1st February, payment three is due on 1st March and the final payment (+ P&P) is due on 1st April.
 
If at any point you’d like to pay off your layaway plan sooner, or pay in fewer instalments, that’s no problem at all. Just let us know and we will adjust the plan for you.
 
Sometimes we can extend the layaway plan to include an extra month and payment, depending on the layaway total, so please get in touch if you’d like more information about this. We post all items paid for via layaway once the full balance has been paid.
 
We do offer layaway plans to cover combined purchases too. At the moment we can create a layaway plan for up to two pieces purchased together. If you’d like to purchase an item via layaway, please get in touch via our contact form or email info@kategoldjewellery.com.
 
Please note, layaway deposits are not refundable if you decide after paying that you do not want to go ahead with the rest of the purchase for any reason. All items paid for via layaway are also not returnable unless they are grossly miss described. We are currently able to offer one layaway plan per customer at any one time. Layaway is offered at our discretion. Failure to complete your layaway plan or making late payments with no prior communication about the delays may result in us declining to offer layaway to you in the future.

Question 6

What is preloved, vintage and antique?

Accepted Answer

All our items are either preloved (second hand and under 20 years old), vintage (at least 20 years old) or antique (at least 100 years old). 
 
Some of our supporting pieces, hoop earrings and some chains, are brand new. This will be stated in the item description.

Question 7

Do your pendants and charms come with chains?

Accepted Answer

All our pendants and charms are sold individually without chains.
 
Any chains pictured with a charm or pendant are for display only and are to show you how a piece sits on a chain, unless the listing states that the chain is available to purchase too (ocassionally chains are listed as included with a pendant, usually if they are available to purchase we add a drop down box so you can choose if you'd like to purchase the pendant/charm with or without the chain).
 
If you are wanting to buy a pendant or charm with a chain and one isn't available via a drop down menu when purchasing, email us at info@kategoldjewellery.com and we'll be happy to help source you either a new or vintage/antique chain for an additional cost.
 
We recommend having jump rings soldered once you have added your charm/pendant to a bracelet or necklace chain so that they remain secure when worn. We do sell charms and pendants with both soldered and unsoldered jump rings - this will be stated in the condition section of the description.

Question 8

Do your items come with antique and vintage boxes?

Accepted Answer

All our jewellery is packaged and shipped in new pouches and new Kate Gold presentation boxes. The antique and vintage boxes pictured are for display only unless specified as for sale.

Question 9

Do you sell your jewellery elsewhere?

Accepted Answer

Currently we also sell selected items in our Etsy shop www.etsy.com/shop/kategoldjewellery. Items sold in our Etsy shop are sold at a slightly higher price to cover the extra fees for selling via the Etsy platform. For our best prices please visit our own online shop.

As some of our pieces are also sold elsewhere, this could mean that an item could be out of stock but still show as in stock on our website. We do everything we can to remove these items from our website once sold so that they cannot be accidently purchased when out of stock.

Question 10

How do I care for my jewellery?

Accepted Answer

All our items are antique or vintage so will most likely show signs of age and wear. Please do not expect pristine items of jewellery - most of our items are at least 50 years old and are therefore not in new condition.

Care must be taken when wearing any of our items - we commend removing our items when showering, exercising, applying creams and moisturisers etc, as tasks like these can damage the stones/settings.

Please see our page Jewellery Care f(javascript:void(0))or more details on how to look after your pieces.

Question 11

Do you offer any guarantees?

Accepted Answer

Our knowledge of antique and vintage jewellery is the result of years of researching and collecting antique and vintage pieces. We are not jewellers or gemologists.

Information about item ages comes from years of collecting antique jewellery and time spent studying hallmarks and period features. We can not always be 100% accurate and so we do not offer any guarantees or certificates of authentication but we do our very best to describe each item as clearly and precisely as possible.

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