Customer Care

Can’t find what you’re looking for – need help with sizing or finding the right item for you? Absolutely, we’d love to hear from you!

Give us a call on 01209 203280 or e-mail us at  info@cornwall-gold.com we’re here to help you find what you need.

Delivery

UK Delivery

  • Free delivery to UK Mainland, Northern Island, Channel Islands, Scottish Highlands, Isle of Man, Scilly Isles and Isle of Wight when you spend over £50.
  • Orders under £50 will have a delivery cost of £5.50.
  • Orders will be despatched within two to three working days.

International Delivery

  • International orders cost £15 and will be dispatched within three working days using the Royal Mail’s Tracked and Signed for service. Your tracking number will be sent once the package has been dispatched.
  • International orders may be subject to import duty and local sales taxes.
  • Recipients will be contacted by their local courier and will be required to pay any duty or tax owed on receipt of the delivery. Unfortunately these cannot be pre-paid.
  • Cornwall Gold cannot calculate or provide details on payment methods as these vary by country. Please check before placing your order.

Any queries regarding our delivery service please do give us a call on 01209 203280 or email us on info@cornwall-gold.com.

If you decide not to keep an item ordered online or by phone, you can return it for a refund or exchange within 14 days of purchase.

We will be happy to refund jewellery which may have broken, up to 30 days after purchase. Beyond that time our warranty will cover a repair or replacement up to 2 years after purchase. Refunds, repairs or replacements are all subject to a manufacturing fault only and/or normal conditions of wear and tear.

Returns can be made in Cornwall Gold stores or by post. Postal returns need a Return Authorisation (RA) number, email us at info@cornwall-gold.com or call 01209 203280 to get your RA number. Please note that all returns should be made via a trackable postal service with the appropriate insurance level for the value of the jewellery. Returns sent to us by post cannot be accepted without this RA number.

We request that all goods are returned within 14 days of issuing your RA number. Returns received outside this timeframe will be accepted at the discretion of Cornwall Gold.

Cornwall Gold will not accept returns for any items that have been worn or show any signs of wear and tear. Please ensure the item you are returning is in perfect condition in its original packaging, including tags.

Please be aware that international customs duties and sales taxes will not be refunded for shipments outside the European Community (EU).

Refunds will be made within 14 days of delivery of the returned items. The cost of any undamaged and unworn products, correctly returned, will be credited to the original purchaser’s credit card.

Exchanges

To exchange an item email us at info@cornwall-gold.com, call 01209 203280 or visit Cornwall Gold stores to arrange the exchange.

Exchanged items will be dispatched after the returned goods have been received and checked. However, if you see something that you’d like straight away, please do order it over the phone or online and we will refund your original item once we have received it.

Bespoke and made to order items cannot be exchanged or returned. Full payment will be taken for all commissioned work, before they begin.

Returns Procedure

The best way to return jewellery is to complete our online returns form – please note that we’ll need confirmation of your order number, receipt or other proof of purchase to complete this form.

We will be happy to refund jewellery which may have broken, up to 30 days after purchase. Beyond that time our warranty will cover a repair or replacement up to 2 years after purchase. Refunds, repairs or replacements are all subject to a manufacturing fault only and/or normal conditions of wear and tear.

Returns can also be made in Cornwall Gold stores or by post. Postal returns need a Return Authorisation (RA) number, email us at info@cornwall-gold.com or call 01209 203280 to get your RA number. Please note that all returns should be made via a trackable postal service with the appropriate insurance level for the value of the jewellery. Returns sent to us by post cannot be accepted without this RA number.

We request that all goods are returned within 14 days of issuing your RA number. Returns received outside this timeframe will be accepted at the discretion of Cornwall Gold.

Cornwall Gold will not accept returns for any items that have been worn or show any signs of wear and tear. Please ensure the item you are returning is in perfect condition in its original packaging, including tags.

Please be aware that international customs duties and sales taxes will not be refunded for shipments outside the European Community (EU).

Refunds will be made within 14 days of delivery of the returned items. The cost of any undamaged and unworn products, correctly returned, will be credited to the original purchaser’s credit card.

What do we mean by wear and tear?

This is the results of life we can see on jewellery. Many activities can cause wear and tear, such as handwashing while wearing jewellery, or rifling through handbags. Scratches on the metal, stones becoming loose or falling out, the dulling or breaking-off of pearls are some examples.

Being mindful of when you wear your jewellery is a part of looking after it.

Not looking after jewellery would include wearing it during sport, gardening, or DIY. These activities can result in damage ‘for example in broken claws or chipped stones’ which we regard as beyond ‘normal wear and tear’.

In addition to these, pearls should not have perfume sprayed on them, sometimes people send back strings to be re-strung and we can smell perfume. This would void the guarantee.

Silver tarnish
Silver tarnish is a normal process associated with that metal. We use rhodium plating to prevent tarnishing of the jewellery and to maximise the rhodium plating life, we recommend that you do not polish or use jewellery cleaner until the tarnish appears. We further recommend that you do not swim or bathe in your silver jewellery, and avoid using perfumes and body lotions while wearing the piece.

Try hard not to scratch or damage the surface by being mindful of what you do while wearing your jewellery.

What to do if your silver tarnishes
Return to any Cornwall Gold store for a complimentary clean with a silver polish cloth.

What do we mean by wear and tear?

This is the results of life we can see on jewellery. Many activities can cause wear and tear, such as handwashing while wearing jewellery, or rifling through handbags. Scratches on the metal, stones becoming loose or falling out, the dulling or breaking-off of pearls are some examples.

Being mindful of when you wear your jewellery is a part of looking after it.

Not looking after jewellery would include wearing it during sport, gardening, or DIY. These activities result in damage which we regard as beyond ‘normal wear and tear’.

In addition to these, pearls should not have perfume sprayed on them, sometimes people send back strings to be re-strung and we can smell perfume. This would void the guarantee.

Silver tarnish
Silver tarnish is a normal process associated with that metal. We use rhodium plating to prevent tarnishing of the jewellery and to maximise the rhodium plating life, we recommend that you do not polish or use jewellery cleaner until the tarnish appears. We further recommend that you do not swim or bathe in your silver jewellery, and avoid using perfumes and body lotions while wearing the piece.

Try hard not to scratch or damage the surface by being mindful of what you do while wearing your jewellery.

What to do if your silver tarnishes
Return to any Cornwall Gold store for a complimentary clean with a silver polish cloth.

We’re on hand to help you find the perfect piece, so please do get in touch with any questions you might have about choice, fit, colour, delivery or anything else for that matter. Our customer care team works closely with the Cornwall Gold workshop for any bespoke enquiries or sizing requests.

LOST AN EARRING BACK?

We offer excellent quality sterling silver ‘trumpet’ earring backs for £8 a pair.

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