FAQ's
General Jewellery questions
How do I find my ring size? - We’d recommend having your finger measured by a local jeweller as they can advise you on fit and feel. Also, you may have noticed your fingers fluctuate between a size depending if your hands are cold or hot.
Shipping
What are my shipping options? - All our items are sent via Royal Mail Special Next Day delivery.
Do we ship internationally? - We currently do not currently ship internationally, just to within the UK.
What happens if I have provided the wrong shipping address? - If you have provided the incorrect shipping address during checkout, please let us know immediately so we can correct it. If you do not inform us of this error during checkout and your item is delivered to the incorrect address, Gilmore & Co. holds no responsibility for this.
How do I track my order? - You will receive a confirmation email with tracking details once your order is shipped. If you don’t see it, check your spam folder. Tracking may take 24 hours to update, so if it’s not active right away, don’t worry—your order is still on the way!
What if I miss the delivery of my order? - If you fail to take delivery of your order and the item is returned to us by the courier, delivery charges will apply for us to repost your items.
Returns / Cancellations
My item is faulty - We take great pride in ensuring your items are of the highest quality. On the very rare occasion that an item may arrive faulty, we must be notified of any faulty or damaged goods within 5 working days of delivery. Please email gilmoreandco@gmail.com with your order details and images of the fault. If the item is repaired/resized/tampered by third party entities, our responsibility to repair or refund the item is null and void.
Returning a faulty item - You must get in touch with us before starting the return. To help us resolve the issue quickly, please return the item within 1 week of receipt. Use a tracked delivery service to ensure it arrives safely. Any postage and transaction fees will be removed from the full refund amount.
Once we receive the item, we will inspect it and contact you with the next steps, which may include repair, replacement, or refund.
Can I return my made to order item? - Our made to order pieces are specially handcrafted to your selected specifications, including size, metal type, and (or) stone choice. As these items are custom made just for you, we are unable to accept returns or exchanges. We encourage you to double-check all details before placing your order, and we're always happy to help if you have questions about sizing or options before purchasing. This does not affect your statutory rights.
Can I return a ready to ship item? - Yes, items from our Ready to Ship collection can be returned within 14 days, provided they are in the original condition. Unfortunately, we cannot accept earrings back due to hygiene reasons.
Can I cancel my order? - We aim to despatch all pre-made orders within 1-3 business days (excluding Fridays, weekends and bank holidays). If the pre-made items order is cancelled before it is posted it can be cancelled.
Can I cancel my bespoke order? - Please note that all made to order, wedding and commissioned items are crafted specifically to your requirements, including choices such as size, stone, metal, and other specifications. Once payment is received, we begin sourcing materials and/or crafting your piece immediately. As a result, these items cannot be cancelled or returned. This policy does not affect your statutory rights.