FAQS
BESPOKE COMMISSIONS
Do you offer free consultations?
Yes consultations for bespoke pieces are free and are arranged by appointment only. They usually last between 15-30 mins.
What happens during a consultation?
During the consultation, measurements, photos of any items to be redesigned, and notes of your requested design will be taken. We will ask you how the item will be worn and advise you on what is practical in terms of wear and tear. We will discuss your time scale and work out an approximate date for completion. Your bespoke design will be rendered (sketched) and sent via email for you to approve.
What happens next?
When you are happy with your final rendering and design specifications for your project, we can proceed with an estimate. You must accept the estimate via email to confirm all details are correct to go ahead. A deposit is required before commencement of all bespoke projects and will vary depending on the budget of the final piece(s). The exact deposit amount will be confirmed on your quote. Please note the deposit is non-refundable.
How long will the estimate be valid?
Please note any estimates received are valid for 14 days from date of issue due to the fluctuations in metal prices. We do reserve the right to change a quote within this time frame but only if there is a significant change in metal prices which is rare.
How long will it take?
Once drawing and estimate has been agreed on, and the deposit is paid (please read our T&C page) we will let you know when we can start. This is typically 4-8 weeks depending on the design and how busy we are but we will discuss your time frame during the consultation.
What if I change my mind over design?
You can change your mind as long as we are still in the design process. Rachel Hearne Jewellery cannot be held accountable for any changes to personal views on reflection after work on the piece has commenced. Please note we will match the drawing as closely as possible when translated into your design, but please bear in mind that any sketches are just an indication of how the finished jewellery will look. All our jewellery is hand made therefore slight variations from the rendering and the final finished jewellery can occur.
What else do I need to know?
Once an order for bespoke jewellery has been placed and deposit paid, this is an acceptance of our terms and conditions.
The final balance must be paid in full on completion of work.
Alterations, such as sizing, made after a bespoke piece has been received will incur an additional charge as this is not included in your original estimate.
UK HALLMARKING
Rachel Hearne has been registered with Sheffield Assay office for over 20 years. Please see this link for a video with more information.
https://www.youtube.com/watch?v=eVmr5TwExbA
All items are hallmarked as required by the 1973 Hallmarking Act.
COURSES & WORKSHOPS
What do I need to know before attending?
• Students must not wear sandals or open toed shoes.
• Students need to bring personal safety goggles and mask. These may be available for purchase in the studio if need be.
• Loose clothing, sleeves and scarves should not be worn while working in the studio.
• Cotton or wool clothing is recommended
• No food can be consumed in the studio.
• Drinks are allowed but must have a cover/lid
• A cotton apron is advised to help keep clothing clean
PAYMENT FOR PRODUCTS AND COURSES
What payment method can I use?
All payments conducted through Rachel Hearne Ltd, Rachel Hearne Jewellery or Rachel Hearne Jewellery School are handled through our website provider (squarespace) and transactions are made through Stripe, unless requested otherwise, to guarantee your protection. Card information is not stored and all card information is handled over SSL encryption. The credit/debit card that is being used must be yours.
All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment, we will not be liable for any delay or non-delivery of your order.
You may also pay via BACS if you wish please let us know if that is what you prefer and we can arrange getting details to you.
JEWELLERY CARE
How do I care for my jewellery?
It is recommended that you remove your jewellery when bathing, showering, sleeping, cleaning, gardening or doing any rough manual tasks.
Use warm soapy water and a soft toothbrush followed by a soft cloth to clean most jewellery. A proprietary cleaning cloth also works well at removing tarnish and maintaining shiny surface if need be.
Use homecare ultrasonic carefully. Many gemstones will not tolerate ultrasonic and can be badly damaged.
Don’t knead dough, apply lotion or sunscreen etc while wearing gemstone rings. It blocks up the spaces behind settings and attracts dirt which can abrade the surface of a gem.
Do remove your jewellery before spraying perfume or applying lotion.
Do keep pearls in soft cloth while not being worn and away from other jewellery that can scratch the nacre.
Opals are very fragile and can have up to 30% water content. They do not like to get very hot or cold or overly exposed to liquids. They need special care and attention when cleaning.
Claws aka prong settings will and can loosen with wear over time. This is normal and to be expected. Learning how to clean and examine your jewellery with a loupe is useful. If in doubt please get in touch and schedule a jewellery check up. You may need a tightening of settings or claw replacement to avoid loosing a stone or damaging a mount.
Chemicals, lotions and perfumes may cause discolouration of some metals and can cause damage to some gemstones and cultured or natural pearls.
Why has my jewellery tarnished?
Some metals such as sterling silver and lower carat golds can tarnish over time and is normal. Tarnishing can happen faster in certain environments and some people have a body chemistry that causes faster reactions. Spas, swimming pools, house hold cleaning products and hand gels are often culprits.
Where do you ship and what service do you use?
Rachel Hearne Jewellery ships anywhere in the UK by Royal Mail first class recorded delivery on orders, requiring a signature.
What if I miss a signed for delivery?
If a delivery is missed and you do not collect your item from the post office within the time stipulated and the item is returned to Rachel Hearne Jewellery, we reserve the right to charge for re-postage.
Do you deliver outside the UK?
If you have any questions about our delivery costs or delivery times to a specific country, or would like more information, contact- info@rachelhearne.com or use the contact form on our website.
What if my item arrives damaged or faulty?
We work hard to have robust quality control over every item we make. Please check your goods on delivery. If items arrive damaged/faulty please let us know within 2 days and arrange a return. If you do not inform us within 2 days, we will accept no liability for items said to be damaged/faulty on delivery.
GIFT VOUCHERS
Do you offer gift vouchers?
Yes gift vouchers are available for purchase. Once the purchase has been made you will have an email comfirming your voucher. Note physical gift vouchers only sent by request.
If you would like to order a voucher with a different sum than we currently offer, please get in touch and we will arrange a voucher for you.
How long are vouchers valid?
Our gift vouchers have a 12-month expiry date, from the date of purchase. Our gift vouchers can be used for courses, products or towards a bespoke commission. Our gift voucher codes can only be used once. Gift vouchers can be used on workshops, membership and merchandise. Gift vouchers cannot be exchanged for cash or used after their expiry date.
REPAIRS
Do you do any repairs?
We will consider repair of any item we have manufactured.
What if it is made by someone else or is an antique?
It depends. If it is a simple ring size up or down then it may be possible. If you need a chain repaired, missing component or gemstone replaced potentially but each item needs to be seen and we need to have the time to do it. If not we can recommend someone we trust.