FREQUENTLY ASKED QUESTIONS
Can you design jewellery based on my ideas?
Yes, of course. This is a significant investment you are making, so it is important to us to understand exactly what you want. We can draw from our extensive experience to give you some additional guidance, so that you are happy with what you will expect from us.
Can I meet with you to discuss what can be made for me?
We would be delighted to meet with you in person to understand how we can best meet your needs. Meetings can be arranged in London at a time and place that suits you.
Do you carry stock?
No, because each and every item we produce is hand-made to order, ensuring you will have a truly unique piece of jewellery.
How long does it take to create my unique jewellery?
It takes us time to craft something special, so we manufacture and deliver your jewellery in three to four weeks.
How accurate are the images on ASRGems.com?
The images you see on this website reflect a close approximation of what to expect when you order from us. However, the appearance of the website images may differ from actual reality because of screen settings, web-browser application and printer settings and should be viewed on conjunction with the text description.
What if I am not happy with the colour?
We work hard to ensure that every customer is delighted by the jewellery we make for them. If you are not completely satisfied with the actual colour of your gemstone received, we will be happy to replace the gemstone.
How do I measure my ring size?
Please follow this website link for instructions Ring Size Chart
If the ring size is incorrect can you resize it for me?
As part of our commitment to you, we can help adjust the size of the ring to make it fit better, free of charge.
Will your silver tarnish?
All silver eventually tarnishes over time, however we use Argentium Sterling Silver which resists tarnish five times longer than traditional Sterling Silver. The time it takes to tarnish will depend on the chemistry of your skin and whether you live near the sea, as salt-air can accelerate tarnishing.
What should I do if my silver tarnishes?
Simply give your silver a polish with a reputable polish or treatment product. Our advice is the more you wear it, the longer it will take to tarnish.
Can I have my jewellery engraved?
Yes, we can discuss several options with you. Please note that engraved items will not qualify for our exchange policy due to the permanent nature of engraving.
Do you certify your gemstones?
Our reputation, professionalism and craftsmanship are important to us. At ASRGEMS Ltd., all your items come with a Certificate of Authenticity.
Do you Hallmark metals used?
Yes, we will ensure that all precious metals have the correct and appropriate hallmark stamp in place.
Do you include chains with pendants?
We supply a range of pendants but because of the variety of styles and designs available, these constitute a separate and additional purchase. We would be pleased to assist you choosing a chain that best suits your pendant.
How much are the delivery charges?
We deliver your items free of charge.
How long does delivery take?
We aim to manufacture your jewellery within three to four weeks. Delivery times will depend on your location and the choice of delivery method but we can clarify this with you in advance. Please let us know if you have any special occasions or deadlines.
What if my jewellery is not quite what I expected?
We spend time getting to understand exactly what you want, so it is rare that expectations are not met. In such situations, we can normally make the necessary adjustments for you.
Can I exchange the jewellery you make for me?
We hand-make every piece of jewellery. However, if you are not completely satisfied with your jewellery, we would be happy for you to exchange the item (except for engraved items). Stock items must be exchanged within 14 days and custom-made jewellery should be exchanged within 30 days of the original delivery date. See Terms and Conditions for more information.
Can I get a refund?
Refunds are only available for stock items and to qualify, you must ask us for a Returns Authorization Number and return the stock item to us within 14 days. No refunds are available for custom-made jewellery, but we do allow an exchange of your product within 30 days. No refunds or exchanges are permitted on engraved items. See Terms and Conditions for more information.
Who pays for returned items?
If you return a stock item within 14 days, you must return it unused, undamaged and in the original packaging. You are obliged to pay for the shipping costs of stock items and must ensure we receive it within 14 days of the original delivery date. If you return a custom-made item within 30 days, you must return it unused, undamaged and in the original packaging. We will arrange for our courier to collect the item from you and we will pay for the shipping costs. See Terms and Conditions for more information.
Testing of returned items
All items returned, including stock, Collection and custom-items, will be tested for originality and authenticity. Gemstones or metals that have been damaged, altered or replaced will invalidate any refund or exchange.