Jewellery Repair FAQ

Who is responsible if a stone is damaged or lost during repair?

Responsibility depends on the agreed instructions, the condition of the item on receipt and the work authorised. We ask for a clear written instruction and a condition record before any work proceeds; where repairs are managed through our approved repair network, liability and remediation follow the network’s accepted procedures. If you have concerns, raise them immediately on receipt of the piece so the matter can be investigated promptly.

What happens if jewellery is lost or damaged in transit?

Do not post valuables until handling and delivery instructions have been agreed. Use a tracked, signed-for and suitably insured service and keep proof of postage. We will confirm accepted carriage instructions and any required declared values before you send items. Liability for loss or damage in transit depends on the carrier terms and the agreed delivery arrangement; we will support claims following the agreed handling process.

Can you give a quote from photographs I send?

Photographs and detailed notes can support a useful initial assessment and help identify common issues, but they may not be sufficient for a final quotation. Physical inspection, measurements or testing are often needed to confirm metal type, internal condition and the exact work required. Any final price will reflect the inspected item.

How are repair costs determined and approved for postal repairs?

Costs depend on the piece, materials, labour, and any specialist work or sourced stones. For postal repairs we will provide a written estimate before work proceeds where possible; we will not start work without your clear approval of the quoted scope and cost. Estimates may be revised after physical inspection; any changes will be discussed for approval before additional work is undertaken.

If a stone is missing, what are my options and what affects price?

Options typically include resetting the existing stone (if available), sourcing a like-for-like replacement, or adapting the setting. Price drivers include the stone’s type, size, quality, whether you supply a replacement stone, and any setting repairs required. We can explain likely options once we have seen the item or clear photographs, but final costs follow inspection.

How should I prepare and send jewellery for assessment?

Contact us first to agree postage and handling instructions. Use a tracked, insured courier or postal service and retain proof of posting. Include photographs and a brief history of the piece where possible; these help with an initial assessment but do not replace a physical inspection. We will confirm receipt and next steps once the item arrives.

To request an assessment or postal quote, please start here: https://jewelleryrepaircentre.com/get-a-quote/

Do you guarantee work against repeat failures (for example, a resize that fails again)?

Whether a repair is covered for repeat failure depends on the specific workmanship terms agreed at the time of repair. Different providers (chain stores, independents or managed repair networks) may offer different post‑repair care or limited warranties. Liability for a subsequent problem is determined by the written terms you and the repairer agree, the condition of the item when received, and the cause of the failure. Before authorising work, ask for the repair terms in writing so you understand any responsibility for repeat issues and any actions required to make a claim.

Who pays if a repair fails again shortly after being done?

Responsibility for the cost of further work depends on why the repair failed. If the failure is due to workmanship covered by the repairer’s terms, they may offer rectification under those terms; if it is caused by new damage, wear, or a pre‑existing undetected fault, it may not be covered. The outcome hinges on the agreed instructions, any documented condition report, and the repairer’s stated policy. Request written guidance about how repeat repairs are handled before proceeding.

Can I send my jewellery by post and what precautions should I take?

Postal enquiries are accepted when carriage and handling instructions have been agreed in advance. Use a tracked, signed‑for and suitably insured service and keep proof of postage. Pack items securely in non‑descriptive packaging. Do not post valuables until you have agreed the delivery method, declared values (if required) and any special handling instructions. We will confirm the accepted carriage process before you send the item.

Will photographs enable a final quotation?

Photographs and detailed notes can support an initial assessment and help identify obvious issues, but they may not be sufficient for a final quotation. Physical inspection, measurements and testing are often needed to confirm metal type, internal condition and exact work required. Use photos to start a conversation, but expect a formal quote to follow on inspection.

How are costs and options determined for stone replacement, resizing or recurrent repairs?

Costs vary because work depends on multiple factors: metal type and thickness, stone type, size and availability, setting style, any required remodelling or conservation, and the amount of skilled labour and testing needed. For stone replacement, matching cut, colour and provenance can affect options. For resizing and recurrent repairs, the piece’s construction or previous alterations can limit safe solutions. Ask for an explanation of the main cost drivers in any estimate so you can compare options.

For a formal assessment and written quote, start here: https://jewelleryrepaircentre.com/get-a-quote/

We aim to make repair work clear and safe from the moment you enquire. The points below summarise how initial assessments, posting, workmanship review and any follow-up concerns are handled; they are intended to supplement—not replace—the existing guidance on this site.

How should I send jewellery and what protections do I need?

Do not post valuable items until you have received and accepted our posted-item instructions. Use a tracked, signed-for service with appropriate declared value or insurance as agreed in writing. Retain proof of postage and follow any labelling/packaging guidance we provide. We will record the agreed carriage instructions and any declared values before items are dispatched.

Can you quote from photographs?

Photos and detailed notes are useful for an initial assessment and to prioritise likely work, but they may not be sufficient for a final quotation. Final prices usually require physical inspection, measurements and testing to confirm metal, internal condition and the precise work needed.

How are repair costs determined?

Repair costs depend on the piece and the work: metal type and weight, amount of size change, presence of stones, complexity of settings, restoration vs simple repair and any additional finishing required. Unexpected internal condition or concealed damage discovered on inspection can also affect the final quotation. We provide itemised quotes where practicable after inspection.

What quality checks and assurances are in place?

Work managed via our approved repair network follows our documented instruction and condition-record process. Before any work proceeds we request clear written authority and record the item’s condition. After repairs are completed, items are checked against the authorised instructions and the documented condition record. Because repair work is managed through our network, responsibility for workmanship, remediation and any accepted follow-on action follows the network’s established procedures and the instructions you provided.

What if a resize or repair looks poor or a stone is damaged?

If you suspect substandard workmanship or damage, raise it promptly on receipt so we can investigate using the recorded condition and work instructions. We will follow the agreed remediation processes used by our repair network; outcomes depend on the documented condition on receipt, the agreed scope of work and the network’s accepted procedures.

What happens if an item is lost or damaged in transit?

Liability and any claim depend on the agreed carriage arrangements, the carrier’s terms and the declared/insured value. Using tracked, signed-for and appropriately insured services and keeping proof of postage helps all parties. We will support claim processes that follow the agreed handling instructions.

If you’d like an initial assessment or to start the posted-repair process, please request a quotation here: https://jewelleryrepaircentre.com/get-a-quote/

Who is responsible if an item is damaged or lost while in repair or transit?

Responsibility depends on the agreed collection/postal instructions, the recorded condition when we receive the item, and any third-party repair arrangements authorised by you. Where work is managed through our approved repair network, liability and remediation follow the network’s accepted procedures. We create a condition record and seek clear written instructions before any work proceeds to reduce uncertainty.

Can I rely on insurance to cover loss or damage in transit?

Do not post valuables until handling and delivery instructions have been agreed. We require use of a tracked, signed-for and suitably insured service where postage is permitted; the carrier’s terms, the declared value and the agreed delivery arrangement affect cover. We will confirm accepted carriage instructions and any required declared values before you send items and will support claims according to the agreed process.

Will you accept liability for work carried out by a third-party repairer?

If repairs are fulfilled through our managed repair network, responsibility for workmanship, loss or damage is handled under the network’s procedures and the specific instructions you provide. We encourage customers to read and confirm any terms attached to those arrangements before authorising work.

Can I send photographs instead of the item for a quote?

Photographs and detailed notes can support a useful initial assessment and help identify common issues, but they may not be sufficient for a final quotation. Physical inspection, measurements or testing are often needed to confirm metal type, internal condition and the exact work required. Any final price will reflect the inspected item.

How are costs for replacing a lost or damaged stone determined?

Stone replacement pricing varies with type, size, quality, sourcing difficulty and whether you supply a replacement stone. An initial estimate can sometimes be given from photographs and specification, but a confirmed quotation usually requires inspection to verify carat weight, cut, colour and the setting’s condition.

How will I be kept informed about progress and approvals?

Good practice is to agree a clear approval workflow before work begins: how quotations will be issued, what level of authorisation is required to proceed, and which communications (arrival confirmation, quote, repair authorisation, return shipping) you will receive. For postal repairs, expect recorded delivery status and confirmation steps tied to the agreed handling instructions.

If you would like an initial assessment or to start the postal enquiry process, please submit photographs and details via https://jewelleryrepaircentre.com/get-a-quote/. We will confirm the recommended next steps and agreed carriage instructions before you send any item.

Can a stone crack or be damaged during a resize, and who is responsible?

Resizing can stress settings and stones, particularly heat-sensitive or fracture-prone gems. Damage can occur even with careful handling. Responsibility depends on the condition of the item on receipt, the written instructions you provide and the agreed repair route; where work is managed through our repair network, responsibility follows the network’s accepted procedures. We recommend a clear written instruction and condition record before work proceeds and prompt notification if you suspect damage on return so the matter can be investigated.

What happens if a stone is lost during repair?

If a stone is lost while an item is with us or our managed repair network, resolution depends on the agreed instructions, the item’s condition when received and the remediation options available. Common options include sourcing a replacement stone and refitting, or advising on alternatives. Any replacement will be discussed with you before work proceeds; sourcing and matching depend on availability, size, cut, colour and your preferences.

Can you source matching replacement stones?

Matching is often possible but not guaranteed. Availability varies by gem type, colour, size and market supply. Where sourcing is required, we will outline the options and costs for your approval. Final confirmation of suitability may require physical inspection or specialist testing carried out through our managed repair network.

How can I reduce the risk of damage or losing a stone?

Preventive measures include regular prong re-tipping or tightening and periodic checks of settings. Vintage and intricate settings can be more vulnerable and may need bespoke approaches. Discussing an inspection or maintenance plan before undertaking resizing can reduce risk; any preventative work or checks will be described in the proposed instruction.

Can every ring be resized safely?

Not always. Factors such as design, metal type, the presence and position of stones, and construction limits affect whether and by how much a ring can be resized safely. Stones set around a band, hollow or tension settings, and some period designs may prevent or restrict resizing. A physical inspection is usually needed to confirm safe options.

Can you give a quote from photographs, and how should I post valuable items?

Photographs and detailed notes can support a useful initial assessment and help identify obvious issues, but they may not be sufficient for a final quotation. Physical inspection, measurements or testing are often required to confirm metal, internal condition and exact work needed. Do not post valuable jewellery until handling and delivery instructions have been agreed. When posting, use a tracked, signed-for and suitably insured service and keep proof of postage; we will confirm accepted carriage instructions and any required declared values before you send items.

To get an assessment or start a quotation, submit your details and any photos via https://jewelleryrepaircentre.com/get-a-quote/ — we will outline the agreed next steps for inspection, posting (if needed) and any sourcing options.

When requesting an assessment or postal repair, clear instructions and accurate information help avoid surprises. Below are the key points customers commonly ask about, and the details we recommend you provide before posting any item.

What information should I include when asking for a quote?

Provide clear photographs (multiple angles, close-ups of problem areas), a description of the issue, metal type or hallmarks (if known), stone details (type, size, whether loose), approximate weight or ring size, any prior repairs, and the outcome you want (repair, restoration, resizing). Photographs and notes support a useful initial assessment but may not be sufficient for a final quotation; physical inspection, measurements and testing are often required to confirm metal, internal condition and exact work needed.

How are costs and times estimated?

Costs and turnaround depend on the item’s metal, construction, stone type, complexity of the repair, and whether specialist bench work or replacement parts are required. Times vary by the work requested and current workshop availability. A staged approach (initial inspection followed by a formal quotation) reduces the risk of unexpected charges; ask for a written estimate before authorising work.

What should I ask about guarantees and workmanship?

Guarantees or warranties differ by the specific repair and the party completing the work. Ask what is covered, for how long, and whether the repair will be handled in-house or through a managed repair network. Liability and remedial options depend on the agreed instructions and the condition on receipt; request written terms before sending your item.

What are the postal and packing requirements?

Do not post valuable jewellery until carriage and handling instructions have been agreed. Use a tracked, signed-for and suitably insured service and retain proof of postage. Pack items securely (padded box, no loose movement), mark no contents on the exterior, and follow any carrier restrictions. We will confirm accepted carriage methods and any required declared values before you send items.

Who is responsible for loss or damage in transit?

Responsibility for transit loss depends on the carrier’s terms and the agreed delivery arrangement. We will support claims following the agreed handling process, but you should arrange appropriate insurance with the carrier and keep proof of postage and tracking.

If you’d like an initial assessment, please include photographs and the details above, and follow our agreed posting instructions. Request a formal quotation or send your item only after you have confirmed packing and carriage arrangements: https://jewelleryrepaircentre.com/get-a-quote/

Below are concise answers to common customer questions about repair guarantees, responsibility for damage or loss, outsourcing and how photographs and postage affect quotes and claims. Where work is fulfilled through our managed repair network, responsibility and remediation follow the agreed instructions and the network’s accepted procedures.

Do you provide a repair guarantee and what does it cover?

Repairers commonly publish time-limited guarantees that cover the specific work authorised (for example, a repaired setting or soldered join). The exact scope and duration of any guarantee are set out in the written repair instructions you accept. Guarantees usually exclude pre-existing weakness, abuse, accidental damage after return and natural wear.

Who is liable if a stone is damaged or lost during repair?

Liability depends on the condition of the item when received, the written instructions you provided, and the agreed repair route. We record the item’s condition on receipt; that record, together with your instructions, informs responsibility and any remedial options. Where work is managed through our approved repair network, claims and remediation follow the network’s procedures.

What if a stone is found missing when you receive my piece or after repair?

If a stone is missing on receipt, we note that in the condition record and discuss options before proceeding. If a stone is lost during repair, handling, or transit, remedial options and any contribution toward replacement depend on the agreed instructions, the condition on receipt and the accepted claims process. Sourcing a replacement stone can affect costs because of matching, availability and size/quality requirements.

Do you subcontract work to third parties?

Some work may be fulfilled through our managed repair network. We will tell you if an item is sent out, explain why, and record any special handling or insurance instructions. Subcontracting does not remove the need for clear written instructions and a condition record prior to work.

How should I post valuable jewellery, and what happens if it is lost or damaged in transit?

Do not post items until handling and delivery instructions have been agreed. Use a tracked, signed-for and suitably insured service as instructed, keep proof of postage and follow any declared-value requirements we specify. Liability for transit loss or damage depends on the carrier terms and the agreed delivery arrangement; we will support claim processes per the agreed instructions.

Can you give a final quote from photographs I send?

Photographs and detailed notes support an initial assessment and can identify common issues, but they may not be sufficient for a final quotation. Physical inspection, measurements or testing are often needed to confirm metal type, internal condition and the exact work required; any final price will reflect the inspected item.

If you’d like an initial assessment or to discuss handling and claims procedures before sending an item, request a quote here: https://jewelleryrepaircentre.com/get-a-quote/

Who is responsible if a repair causes additional damage (for example a chip or crack to a stone)?

Responsibility depends on the written instructions you give, the condition of the item when received and the specific work authorised. We record the piece’s condition on receipt and ask for clear instruction before work starts. Where work is managed through our repair network, responsibility and any remediation follow that network’s accepted procedures. If you have concerns, raise them promptly on receipt so the matter can be investigated.

Can resizing or laser work break or loosen stones?

Yes — some metals, settings and older or fragile stones can be weakened by heat, pressure or mechanical work. Not every ring can be resized safely without altering its structure or finish. We provide guidance from photographs and an initial assessment, but a physical inspection, testing and sometimes specialist techniques are often needed to determine the safest approach.

Will work on white gold require rhodium re‑plating afterwards?

Resizing, polishing or other interventions can change the surface finish of white gold. In many cases, re‑plating with rhodium may be recommended to restore appearance, but whether it is necessary depends on the metal, the work undertaken and your preference. Any decision about additional finishing will be explained in the quotation stage.

What are my options if a stone is lost or damaged during repair?

Options vary by stone type, availability and whether a like‑for‑like replacement is possible. Where replacement is appropriate, we can outline sourcing approaches and the likely variables that affect cost and suitability. Exact quotations for replacement typically require inspection of the setting and confirmation of the stone specification.

Can you quote from photographs, and are photographs enough to decide on risk?

Photographs and detailed notes can support a useful initial assessment and help identify obvious risks, but they may not be sufficient for a final quotation or a definitive risk appraisal. Physical inspection, measurements and testing are often needed to confirm internal condition, metal type and the appropriate repair method.

Should I post valuable jewellery for assessment, and what steps should I take?

Do not post valuables until handling, delivery and declared‑value instructions have been agreed. Use a tracked, signed‑for and suitably insured service and retain proof of postage. We will confirm the accepted carriage arrangements and any condition-record process before you send items so both parties understand responsibility during transit and on receipt.

If you’d like an initial assessment or to start the postage instructions process, request a quote here: https://jewelleryrepaircentre.com/get-a-quote/

Although many repairs proceed without issue, customers occasionally report that a side or centre stone has become loose or fallen out after recent work. The following guidance explains sensible immediate steps, how such incidents are assessed, and practical ways to reduce the risk of recurrence.

Immediate steps if a stone is loose or missing

Stop wearing the item and keep it secure. Photograph the piece from several angles (including close-ups of the setting) and note when and how the problem was first noticed. Photographs can support an initial assessment but may not be sufficient for a final quotation or a full technical diagnosis.

Sending the item for inspection

Do not post valuable jewellery until carriage and handling instructions have been agreed. Use a tracked, signed-for service with appropriate declared value and insurance as agreed in advance. Keep proof of postage and follow any packaging guidance provided. On receipt, an agreed condition record and receipt process should be made before any work is authorised.

How we assess cause and options

An assessment looks at the setting design, condition of the metal, wear patterns and any recent work authorised. Photographs and notes often let us give useful initial guidance, but physical inspection, measurements, metal testing and close microscopic checks are typically needed to determine cause (pre-existing wear, setting fatigue, impact, workmanship or other factors) and to identify suitable repair or replacement options.

Liability, repair choices and replacement stones

Responsibility for a lost or damaged stone depends on the agreed instructions given when the item was received, the recorded condition, and the findings of the inspection. Where repairs are managed through our approved repair network, accepted procedures for liability and remediation will apply. If replacement stones are considered, options include sourcing equivalent stones or discussing acceptable alternatives; availability, matching and sourcing affect feasibility.

How to reduce the risk of recurrence

Practical risk-reduction steps include avoiding wear immediately after repair until a check is completed, requesting a clear condition record before work proceeds, and discussing setting reinforcement or alternative setting styles where appropriate. For rings, understand how resizing, stone type and setting style can influence long-term security.

If you need an initial assessment or to arrange agreed carriage instructions, start a submission at https://jewelleryrepaircentre.com/get-a-quote/. Photographs and clear notes will speed early guidance; final costs and recommendations will follow physical inspection.

What types of stones can typically be replaced?

Many common gemstones and diamonds can be replaced, but feasibility depends on cut, size, mounting type and the piece’s construction. Fragile, highly custom or historically significant settings can limit options or require specialist conservation-led approaches carried out through our managed repair network.

Can you match the original stone exactly?

Exact matches may be possible for cuts and standard sizes, but perfect replication isn’t always achievable—natural stones vary in colour, clarity and character, and older or bespoke cuts may no longer be produced. Lab-grown stones and synthetics offer closer consistency for some modern cuts, but choice affects appearance and value; a physical inspection usually helps clarify match quality.

What factors most influence the cost?

Cost drivers include stone type (diamond vs coloured gemstone), carat/size, cut and availability, whether a standard size must be re-cut or re-faceted, the setting work needed to secure the replacement, and any conservation or stabilisation of the surrounding mount. Condition issues discovered on inspection (e.g. worn claws, hidden damage) can also change the required work.

How should I send photos and what can they be used for?

Clear photographs and detailed notes are useful for an initial assessment and to advise likely options, but they may not reveal internal condition, metal type or precise dimensions. A final quotation commonly requires physical assessment or measurements arranged through our managed repair network.

What are the postage and handling expectations?

Do not post valuable items until you have agreed handling instructions. Use a tracked, signed-for and suitably insured service as agreed, and retain proof of postage. On receipt, the item will be recorded and assessed before any work proceeds in line with your instructions and the network’s handling protocols.

Who is responsible if a stone is damaged or lost during the process?

Responsibility depends on the agreed instructions, the item’s condition on receipt and the authorised work. Where repairs are managed through our approved repair network, any liability and remediation follow the network’s accepted procedures. Raise concerns promptly on receipt so they can be investigated.

If you’d like an initial assessment or to arrange a managed inspection, request a quote here: https://jewelleryrepaircentre.com/get-a-quote/

How should I send jewellery and what carriage protection do you require?

Do not post valuables until handling and delivery instructions are agreed. We ask customers to use a tracked, signed‑for and suitably insured service that matches the declared value and risk of the item. Retain proof of postage and follow any specific packing or courier instructions we provide. We will confirm accepted carriage arrangements before you send anything.

Will you accept liability if an item is lost or damaged in transit?

Liability for loss or damage in transit depends on the carrier terms and the agreed delivery arrangement. Using an agreed tracked/insured service and following our instructions helps protect you and supports any claim. We will assist in pursuing outcomes with the carrier once the agreed carriage process has been followed, but responsibility rests with the carrier and the agreed declared value and insurance terms.

Can you give a quote from photographs I send?

Photographs and detailed notes can support a useful initial assessment and help identify obvious issues. However, they may not be sufficient for a final quotation because physical inspection, measurements and testing are often needed to confirm metal type, internal condition and the exact work required. Any final price will reflect the inspected item.

What additional costs might appear after inspection?

Repair estimates are based on the visible condition and the work authorised. Additional costs can arise from unexpected wear, concealed damage, engraving removal, stone replacement or changes in the scope of work discovered on inspection. We will describe likely variables in an estimate and ask for your authorisation before proceeding with any extra work.

What risks are associated with ring resizing and post‑repair problems?

Resizing can be limited by the ring’s design, metal, setting and surrounding stones. There is an increased risk that settings, claws or stones may be affected during or after resizing. We recommend stopping wearing rings with loose stones until assessed. If you have specific concerns, provide clear photographs and details before sending; a physical inspection may still be required to plan the safest approach. If problems occur after repair, inform us promptly so the matter can be investigated in line with the agreed instructions and condition record.

For an assessment or to start a postal enquiry, submit photographs and details via https://jewelleryrepaircentre.com/get-a-quote/ — we will confirm carriage and handling instructions before you send valuable items.

Who is responsible if an item is lost or damaged in transit?

Responsibility depends on the carriage arrangements you and we agree before posting, the carrier’s terms and any declared values. Do not send valuables until handling, delivery and declared-value instructions have been confirmed. Use a tracked, signed-for and suitably insured service and retain proof of postage; we will confirm the preferred carrier instructions before you send items.

What should I do before posting valuable jewellery?

Agree carriage instructions with us first. Pack items securely, choose a tracked and insured service, and keep proof of postage. We also recommend providing clear photos and a written description to support the initial condition record; we will note the condition on receipt and discuss any discrepancies before proceeding with work.

How are claims handled if something is damaged or lost?

Claims depend on the agreed handling process, the carrier’s liability policy and the condition record made on receipt. We will support investigation and any claim that follows the agreed carriage and handling procedure. Liability and remediation for work managed through a repair network follow the network’s accepted procedures; raise concerns promptly on receipt so the matter can be investigated.

Can photographs replace sending the piece for a final quote?

Photographs and detailed notes are useful for an initial assessment and to identify obvious faults, but they may not be sufficient for a final quotation. Physical inspection, measurements or testing are often required to confirm metal, internal condition and the precise work needed.

How will I know what the repair will cost and whether to repair or remake?

Quotation depends on the piece’s materials, construction, extent of wear or damage, and any specialist work needed. For complex or antique items there may be trade-offs between repair, partial restoration or remaking; we can provide guidance after inspection and explain the factors that influence cost so you can decide whether repair or remake is more appropriate.

What documentation should I expect before work starts?

Before any work proceeds we ask for clear written instructions and will record the item’s condition. For higher-risk or complex work we may ask you to acknowledge specific risks or limitations; these records help clarify scope, agreed instructions and liability arrangements.

To get a tailored assessment and carriage instructions, request a quotation: https://jewelleryrepaircentre.com/get-a-quote/