FAQs - Frequently Asked Questions

 

Workshop Services

Local customers are welcome to pop into our shop in Tavistock to arrange repairs. For national customers, please send your jewellery along with your contact details, description of the issue, and any specific requirements. Kindly note that we currently have a waiting list of about a month for repairs. Once your jewellery is received, we’ll process it and keep you updated throughout the repair journey. For more information about jewellery repairs click here.

Yes, we can certainly alter jewellery to suit your needs or preferences. For local customers, feel free to visit our boutique in Tavistock to discuss your requirements. National customers can send in their jewellery along with detailed instructions, your contact details, and any specific preferences. Please note that this service can be more expensive, as it sometimes involves intricate processes such as 3D modelling or sourcing new materials. Once we review your piece, we’ll provide an estimate tailored to your specific alteration. For more alterations info click here.

Yes, we offer engraving services, which are outsourced to Neil Oliver, a world-renowned master engraver. His expertise is particularly suited for intricate designs, such as family coats of arms, ensuring precision and artistry. Please note that, due to the complexity and demand, wait times are typically one to two months. Share your requirements with us, and we’ll facilitate the process to create a truly personalized piece. For more information about Neil and our engraving service click here.

Yes, we do buy jewellery and gold. These pieces are either integrated into our jewellery design process, sold in our shop, or kept as reserves. If you’re looking to sell, bring your items to the shop, and we’ll evaluate them for you. For more information on our gold and jewellery buying services click here.

We offer professional insurance valuations conducted once a month by Michael Inkpen, one of the UK's leading jewellery valuers. For local customers, you can bring your jewellery directly to our shop in Tavistock before the scheduled valuation day. National customers can send their items to us along with your contact details and any specific instructions. Once the valuation is complete, we’ll provide a detailed report and return your jewellery safely. Learn more about Michael and this service here.

Design Services

Yes, we do! Our bespoke jewellery design service is a celebration of individuality and craftsmanship. Led by James, a renowned designer following in his father’s footsteps and continuing a legacy of excellence that includes royal appointments.

Whether you're local and can visit our boutique in Tavistock or a national customer wishing to collaborate remotely, we’ll guide you through every step of the design process—from initial concepts to selecting metals and gemstones. Each bespoke creation is a testament to our commitment to heritage and quality. For information visit our design page.

Yes we can. But we would need to create something personal using high-quality vintage materials. As some old jewellery can present challenges such as material limitations, labour costs, and other potential risks during the process. With skilled craftsmanship, we can ensure your pieces re-imagined but this process requires a consultation in shop prior. For more information and previous designs we've done click here.

Our bespoke jewellery design service starts at £1,000 for smaller designs using simpler materials. From there, the cost can vary significantly depending on the complexity of the design, the type of metal, and the stones chosen, allowing for truly limitless possibilities tailored to your vision. Learn more about the costs and processes involved here.

The duration of our bespoke jewellery design service can vary depending on the complexity of the design and the availability of materials. On average, the process typically takes 4 to 8 weeks, though intricate or highly customized pieces may require more time. We’ll provide a timeline during the initial consultation and keep you updated throughout the process to ensure everything is completed to the highest standard.

We can design a variety of bespoke jewellery pieces, including rings, necklaces, pendants, bracelets, bangles, brooches, pins, and earrings. Whatever your vision, we’ll collaborate with you to craft a piece that perfectly reflects your style and preferences. For in-depth information about these services click here.

Our Shop Services

At Baldwin Jewellery, we offer several payment options to accommodate your preferences:

  • Credit and Debit Cards: We accept all major credit and debit cards.
  • PayPal: A secure and trusted payment gateway.
  • Shop Pay: A fast and convenient checkout option.
  • Apple Pay: For seamless payments using Apple devices.
  • Google Pay: A secure option for Android users.
  • Finance Options: Klarna 0% Interest Free Finance over Three Months - We also offer Novuna Personal Finance, who provide interest-free credit on purchases over £750 with a 10% deposit, allowing you to spread the cost over up to 10 months.

Yes we do offer finance packages, we are currently using Klarna & Novuna who provide short and long term finance options to suit the needs of everyone.

Klarna: Shop now and pay later with Klarna’s flexible payment options, giving you the freedom to split your purchase into manageable payments.

Novuna Personal Finance: For purchases over £750, Novuna provides an interest-free credit option. With just a 10% deposit, you can spread the remaining cost over up to 10 months, making it easier to own the jewellery you’ve always wanted.

Ensuring the safety and security of our customers' online shopping experience is our top priority at Baldwin Jewellery. Here's how we maintain a secure environment:

  • Shopify's Secure Platform: Our website is built on Shopify, a leading e-commerce platform renowned for its robust security measures. Shopify is certified Level 1 PCI DSS compliant, ensuring that all payment data is handled with the highest standards of security.
  • Trusted Payment Providers: We partner with reputable payment providers, including PayPal, Shop Pay, Apple Pay, and Google Pay, all of which offer secure and encrypted payment processing to protect your financial information.
  • Positive Customer Feedback: Our commitment to quality and service is reflected in our high ratings on Trustpilot & Google, where customers have shared their positive experiences shopping with us.

Check Your Internet Connection: Ensure you have a stable internet connection and refresh the page.

Verify Payment Details: Double-check that all payment information is entered correctly and that the payment method is supported.

Try a Different Browser or Device: Some issues may be browser-specific, so switching to a different browser or device might help.

Clear Cache and Cookies: Clear your browser’s cache and cookies, then try placing the order again.

Contact Us Directly:

Phone: Call us for immediate assistance.

Email: Send us an email with a description of the issue and any error messages.

Visit Us: Local customers can visit our shop in Tavistock for in-person support.

Check for Platform Maintenance: Occasionally, Shopify or payment providers may have scheduled maintenance that could impact transactions.

Dispatch & Returns

Our usual dispatch time is 1 to 2 days, depending on the volume of orders. We understand the excitement of receiving your jewellery, so we work diligently to process and ship orders as quickly as possible. For all our delivery information click here.

We offer delivery through Royal Mail to ensure reliability and security for your orders. For low-value items, we use a standard delivery service. For high-value orders over £250, we provide Royal Mail Special Next Day Insured Delivery, offering added peace of mind with tracking and insurance to ensure your jewellery arrives safely and promptly.

We provide a flexible returns policy to ensure your satisfaction:

  • Unwanted Gifts: Return within 14 days for a full refund.
  • Damaged Items: Return within 30 days for a refund or replacement.
  • Exchanges or Store Credit: Return within 60 days for an exchange or store credit.

Our goal is to make the process as smooth as possible. If you have any issues, please contact us, and we’ll guide you through the return process. Read all about our returns service here.

We typically only use Royal Mail.

Prepare Your Package:

Securely repackage the item in its original condition, including all packaging, accessories, and documentation. For unwanted gifts, items must be in the exact condition they were received.

Include a note with your order number, contact details, and reason for return.

Choose the Correct Royal Mail Service:

For items valued over £250, use Royal Mail Special Delivery Guaranteed for tracking and insurance.

For items under £250, Royal Mail Tracked 24 or Tracked 48 is suitable.

Affix the Return Label:

If you received a prepaid label, attach it to your package.

If not, you can generate one via Royal Mail's Click & Drop service.

Drop Off Your Parcel:

Take it to your nearest Post Office or Royal Mail Parcel Postbox.

Request a proof of postage receipt for tracking and insurance purposes.

Notify Us:

Send us an email with your tracking number and return details to help process your return swiftly.