We aim to make your online shopping experience at Jeremy Hoye as enjoyable and easy as possible. With this in mind, we have tried to think of a few questions (along with the answers!) which might crop up whilst you are browsing the site.
If you are experiencing difficulties using our online store or finding a particular product, please contact our staff who will be very happy to help.
If you are unsure of your ring size then download our ring sizer guide to give you an accurate measurement of you finger.
About our products
Q: Can you tell me a bit more about your products?
A: All of our jewellery is made in sterling silver (925), 18ct rose, white & yellow gold (750) and platinum (950), and will display a British hallmark. Items are available with a polished, matt, magnetic or oxidised surface finish. Please be aware that matt and oxidised surface finishes are temporary and will fade with wear. A refinishing service is available. All our diamonds are ethically sourced. Please refer to the ‘Choosing an engagement ring’ section for more information. If you are looking for a particular stone or stone size and don't see it online, please contact us directly on 01273 777207. Certificated diamonds are available on request and all coloured diamonds featured have been laser treated. Natural coloured diamonds are available on request.
Q: What are the different finishes you offer?
A: We offer the following different surface finishes. The available finishes for each product can be see in the drop-down menu on each product page.
POLISH – this is a highly polished, shiny finish and is the most traditional option.
MATT – this is a brushed/satin finish. It is a temporary surface finish and will polish up with time.
OXIDISED – this is a temporary surface finish employed only on silver. It is used to highlight details and textures.
GOLD-PLATED – we use gold-plating on some of our silver products to add enhance details.
Q: Do you sell gift vouchers?
A: Gift vouchers aren't currently available to buy online. However, they can be purchased in our Brighton store or by phone. Please call us to arrange.
Q: What is the male/female sizing for bracelets?
A: All of our jewellery is made in sterling silver (925), 18ct rose, white & yellow gold (750) and platinum (950), and will display a British hallmark. Items are available with a polished, matt, magnetic or oxidised surface finish. Please be aware that matt and oxidised surface finishes are temporary and will fade with wear. A refinishing service is available. All our diamonds are ethically sourced. Please refer to the ‘Choosing an engagement ring’ section for more information. If you are looking for a particular stone or stone size and don't see it online, please contact us directly on 01273 777207. Certificated diamonds are available on request and all coloured diamonds featured have been laser treated. Natural coloured diamonds are available on request.
Q: What are the different finishes you offer?
A: We offer the following different surface finishes. The available finishes for each product can be see in the drop-down menu on each product page.
POLISH – this is a highly polished, shiny finish and is the most traditional option.
MATT – this is a brushed/satin finish. It is a temporary surface finish and will polish up with time.
OXIDISED – this is a temporary surface finish employed only on silver. It is used to highlight details and textures.
GOLD-PLATED – we use gold-plating on some of our silver products to add enhance details.
Q: Do you sell gift vouchers?
A: Gift vouchers aren't currently available to buy online. However, they can be purchased in our Brighton store or by phone. Please call us to arrange.
Q: What is the male/female sizing for bracelets?
Choosing an engagement ring
Q: I've read about the Four Cs. Can you tell me a bit more?
A: The four most well known reference points used to evaluate diamond quality are cut, carat, colour and clarity, otherwise known as ‘The Four Cs’. Nature dictates the characteristics of colour, clarity and carat, while cut is directly influenced by humans. Here are a few facts: Carat is a measure of weight, not size. Colour – diamonds are graded on a colour scale established by the Gemological Institute of America (GIA). Cut refers to the angles and proportions created in transforming a rough diamond into a polished diamond. A well-cut diamond will reflect light internally from one mirror-like facet to another, dispersing it through the top of the stone. Cut also refers to the shape of a diamond: round, emerald, princess or marquise for example. Clarity – diamonds have natural blemishes in their make-up. These tiny faults, or inclusions, are formed by minerals or fractures while the diamond is forming in the earth. When light enters a diamond, it is reflected and refracted out. If there is anything disrupting the flow of light in the diamond, such as an inclusion, a proportion of the light reflected will be lost. Most inclusions are not visible to the naked eye unless they are magnified.
Q: How do you source your diamonds?
A: All our diamonds and stones are ethically sourced. To prevent diamonds from areas of conflict entering into the legitimate diamond supply chain, diamonds are monitored at every point of the diamond pipeline, from mining through to retail. These monitoring processes are called the Kimberley Process and System of Warranties. The Kimberley Process is a United Nations mandated system, 74 governments have safeguarded the process into their national law and today over 99% of all diamonds are certified through the Kimberley Process to be from conflict free sources.
Q: What happens if I buy an engagement ring and it's the wrong size or style?
A: Many of our customers (romantics!) like to buy the engagement ring as a surprise for their other halves. For this reason we offer a free resizing service so that the ring can be adjusted if need be after you have popped the question. Since we only have one of each ring in stock we encourage you to take a stock size (usually around a size M) and it can then be returned to us for resizing. If the style of what you choose is not quite right, we are also happy to exchange the ring for another design. Please refer to our Exchange and returns policy for timescales.
A: The four most well known reference points used to evaluate diamond quality are cut, carat, colour and clarity, otherwise known as ‘The Four Cs’. Nature dictates the characteristics of colour, clarity and carat, while cut is directly influenced by humans. Here are a few facts: Carat is a measure of weight, not size. Colour – diamonds are graded on a colour scale established by the Gemological Institute of America (GIA). Cut refers to the angles and proportions created in transforming a rough diamond into a polished diamond. A well-cut diamond will reflect light internally from one mirror-like facet to another, dispersing it through the top of the stone. Cut also refers to the shape of a diamond: round, emerald, princess or marquise for example. Clarity – diamonds have natural blemishes in their make-up. These tiny faults, or inclusions, are formed by minerals or fractures while the diamond is forming in the earth. When light enters a diamond, it is reflected and refracted out. If there is anything disrupting the flow of light in the diamond, such as an inclusion, a proportion of the light reflected will be lost. Most inclusions are not visible to the naked eye unless they are magnified.
Q: How do you source your diamonds?
A: All our diamonds and stones are ethically sourced. To prevent diamonds from areas of conflict entering into the legitimate diamond supply chain, diamonds are monitored at every point of the diamond pipeline, from mining through to retail. These monitoring processes are called the Kimberley Process and System of Warranties. The Kimberley Process is a United Nations mandated system, 74 governments have safeguarded the process into their national law and today over 99% of all diamonds are certified through the Kimberley Process to be from conflict free sources.
Q: What happens if I buy an engagement ring and it's the wrong size or style?
A: Many of our customers (romantics!) like to buy the engagement ring as a surprise for their other halves. For this reason we offer a free resizing service so that the ring can be adjusted if need be after you have popped the question. Since we only have one of each ring in stock we encourage you to take a stock size (usually around a size M) and it can then be returned to us for resizing. If the style of what you choose is not quite right, we are also happy to exchange the ring for another design. Please refer to our Exchange and returns policy for timescales.
Commissions
Q: I'd like something bespoke made. What do I do?
A: The best thing to do if you would like to commission Jeremy to make you something is to either get in touch via the Contact Us form on this site (and select Commissions from the drop-down menu) or to call the store directly. It is usually advisable to book an appointment to meet with him so that you can discuss your ideas and budget.
Q: I've inherited a diamond ring but want something more contemporary. What do I do?
A: Jeremy is very happy to rework an existing piece of jewellery. If you are interested in commissioning him to do this, please get in touch via the Contact Us form on this site or call the store directly. Browse our website too for ideas on what styles you might like and Jeremy can then discuss your requirements and budget with you.
A: The best thing to do if you would like to commission Jeremy to make you something is to either get in touch via the Contact Us form on this site (and select Commissions from the drop-down menu) or to call the store directly. It is usually advisable to book an appointment to meet with him so that you can discuss your ideas and budget.
Q: I've inherited a diamond ring but want something more contemporary. What do I do?
A: Jeremy is very happy to rework an existing piece of jewellery. If you are interested in commissioning him to do this, please get in touch via the Contact Us form on this site or call the store directly. Browse our website too for ideas on what styles you might like and Jeremy can then discuss your requirements and budget with you.
Exchange and returns policy
Q: What happens if I need to return an item?
A: We can offer an exchange, credit note or full refund (minus post) for any items purchased online once returned unworn, with all the original packaging and receipt within 28 days or purchase.
Q: What happens if I order the wrong size and need to exchange it?
A: That's fine, as long as the item is returned unworn with all the original packaging and receipt within 28 days of purchase. We can then arrange for the size to be altered in our workshop. We strongly recommend that you insure your parcel when returning goods as we will not be responsible for goods that are lost or damaged in transit. The cost of this service is payable at the Post Office counter at the time of posting.
Q: I've ordered a gift and it's not the right thing. Can I get a refund?
A: Yes, we're sorry that the gift is unwanted and there's not something else you'd like to exchange it for. We can offer you a credit note or else we are happy to issue you with a refund (minus post and packaging). The item must be returned to us unworn with all the original packaging and receipt within 28 days of purchase. We will only offer a credit note outside of this time period.
A: We can offer an exchange, credit note or full refund (minus post) for any items purchased online once returned unworn, with all the original packaging and receipt within 28 days or purchase.
Q: What happens if I order the wrong size and need to exchange it?
A: That's fine, as long as the item is returned unworn with all the original packaging and receipt within 28 days of purchase. We can then arrange for the size to be altered in our workshop. We strongly recommend that you insure your parcel when returning goods as we will not be responsible for goods that are lost or damaged in transit. The cost of this service is payable at the Post Office counter at the time of posting.
Q: I've ordered a gift and it's not the right thing. Can I get a refund?
A: Yes, we're sorry that the gift is unwanted and there's not something else you'd like to exchange it for. We can offer you a credit note or else we are happy to issue you with a refund (minus post and packaging). The item must be returned to us unworn with all the original packaging and receipt within 28 days of purchase. We will only offer a credit note outside of this time period.
Packaging
Q: How will my order arrive?
A: All orders are individually gift boxed in our signature tissue paper and black or purple jewellery boxes. Items are despatched in sealed air padded envelopes to ensure their safe arrival.
Q: If I'm ordering a gift, can I pay extra for gift wrapping?
A: Unfortunately we do not offer a gift wrapping service but care is taken with the packaging of every order so we hope you won't be disappointed.
A: All orders are individually gift boxed in our signature tissue paper and black or purple jewellery boxes. Items are despatched in sealed air padded envelopes to ensure their safe arrival.
Q: If I'm ordering a gift, can I pay extra for gift wrapping?
A: Unfortunately we do not offer a gift wrapping service but care is taken with the packaging of every order so we hope you won't be disappointed.
Shipping and delivery
Q: What if I'm not in to sign for the package?
A: We will call you as soon as your order is ready to be despatched to reconfirm the delivery address. We won't arrange for shipping of the package if we are unable to contact you. If you are not at home when delivery is attempted, the post office will leave a card and return the package to your local depot for collection or redelivery.
Q: Who delivers my order?
A: We use Royal Mail Special Delivery for UK shipping. Next Day deliveries within the UK arrive between 9am and 1pm the following day and need to be signed for. For international orders, we use the FedEx International Priority service.
Q: When can I expect my order to arrive?
A: For UK orders and items in stock, delivery is usually next day. For items out of stock or which need to be special ordered, please allow 3-4 weeks for your order to arrive. We will notify you to confirm delivery times. For international orders, delivery is usually within 5-7 working days for items in stock. For items not in stock, please allow up to 4 weeks for your order to arrive. If you need your order by a certain date, please note this in the Comments box at checkout or call the store directly to discuss your requirements. We will do our very best to make sure that your order is ready in time.
Q: What are the delivery charges?
A: For UK next day delivery shipping with Royal Mail, the cost including packaging is £10. For international shipping with FedEx, please refer to the shipping charges at checkout – select your desired country from the drop down menu and the charge will automatically display on the right hand side of the screen.
Q: Can I track my order?
A: Yes. An email will automatically be sent to you as soon as your order is ready to be despatched giving details of your personal tracking number.
Q: What if my goods go missing?
A: In the unlikely event that your order goes missing, we will be more than happy to replace it as long as there is no proof of the order reaching its destination. No refund or exchange is available if this occurs.
Q: Am I covered for international duties and tax?
A: Some countries charge duties, taxes or clearing charges and these are the responsibility of the customer. The charges may vary from country to country so please check with your local customs office if you would like more information on customs duties.
A: We will call you as soon as your order is ready to be despatched to reconfirm the delivery address. We won't arrange for shipping of the package if we are unable to contact you. If you are not at home when delivery is attempted, the post office will leave a card and return the package to your local depot for collection or redelivery.
Q: Who delivers my order?
A: We use Royal Mail Special Delivery for UK shipping. Next Day deliveries within the UK arrive between 9am and 1pm the following day and need to be signed for. For international orders, we use the FedEx International Priority service.
Q: When can I expect my order to arrive?
A: For UK orders and items in stock, delivery is usually next day. For items out of stock or which need to be special ordered, please allow 3-4 weeks for your order to arrive. We will notify you to confirm delivery times. For international orders, delivery is usually within 5-7 working days for items in stock. For items not in stock, please allow up to 4 weeks for your order to arrive. If you need your order by a certain date, please note this in the Comments box at checkout or call the store directly to discuss your requirements. We will do our very best to make sure that your order is ready in time.
Q: What are the delivery charges?
A: For UK next day delivery shipping with Royal Mail, the cost including packaging is £10. For international shipping with FedEx, please refer to the shipping charges at checkout – select your desired country from the drop down menu and the charge will automatically display on the right hand side of the screen.
Q: Can I track my order?
A: Yes. An email will automatically be sent to you as soon as your order is ready to be despatched giving details of your personal tracking number.
Q: What if my goods go missing?
A: In the unlikely event that your order goes missing, we will be more than happy to replace it as long as there is no proof of the order reaching its destination. No refund or exchange is available if this occurs.
Q: Am I covered for international duties and tax?
A: Some countries charge duties, taxes or clearing charges and these are the responsibility of the customer. The charges may vary from country to country so please check with your local customs office if you would like more information on customs duties.
