Customer Service

GIFT WRAPPING

To make your purchase even more special, you can choose to have your jewellery packaged in one of our branded soft-touch travel pouches or a ribboned gift box. Perfect for a gift but even better for yourself! Our gift bags are available upon request.

DELIVERY INFORMATION

Orders placed on the weekend or after 1pm on weekdays will be processed the next working day (excludes bank holidays). Silver orders are usually dispatched in 3 working days and gold vermeil orders in 5 working days. If this is not going to be possible then we will contact you by email. 

Precious orders (e.g. solid 9k gold, 14k gold, 18k gold and platinum jewellery) take 4 - 6 weeks, as they are handmade to order in our London studio.

If you need your order earlier it may be possible so please email us at web@dowerandhall.com.

During bank holidays/Christmas please note that orders may take longer to arrive.

POSTAGE COSTS

• Standard UK Delivery (3-5 Working Days) - FREE
   
• UK Next Working Day Delivery - £9.95 (Before 1pm) 

​​​​​​​This service excludes Precious jewellery. If an item is unavailable for UK Next Working Day Delivery and your order is placed you will be informed right away. This service is available on selected items for delivery within the UK only. Orders placed on the weekend or after 1pm on weekdays will be processed the next working day.

This service does not include guaranteed Saturday delivery, please contact us for a quote if you need an item delivered on a Saturday. For orders including a mix of standard delivery and next day delivery items 2 deliveries will be made (one for next day delivery and one subsequent delivery when the rest of the items are ready).

• London Same Day Delivery - £20

This service is available if we have the item in stock. Please call 020 7819 9030 to enquire about the item you would like. Not available at weekends, bank holidays or when the workshop is closed over the Christmas/New Year period.

INTERNATIONAL SHIPPING

For our international deliveries we have partnered with Global-e who provide a smooth and efficient shopping experience for our customers including no additional charges for import duties and taxes on delivery. These will be included in the price you see or optioned to pre-pay at checkout.

RETURNS POLICY

We've extended our online returns policy for Christmas 2024. Orders placed between 21st November – 24th December 2024 can be returned up until 6th January 2025 and are subject to our usual returns policy.

In the unlikely event that you are unhappy with your online purchase, you can return the item(s) to us for refund or exchange within 14 days of receipt of order, providing the goods are returned in perfect condition and have not been worn. It should be noted that we do not refund postage or courier fees incurred for unwanted items.

 Online Returns Policy

• You have 14 days after receiving your item(s) to return for a refund or an exchange.
• All returns must be unaltered, unworn and in a saleable condition.
• Please make sure your items are returned as new and unused condition and in their original packaging.
• Pieces made bespoke, to special order, personalised and engraved cannot be returned or exchanged.
• Ring sizing - our standard ring sizes are J-P. If the size is ordered incorrectly we will carry out one free resizing (within our standard size range) - a charge will apply to further alterations. Once resized, rings cannot be refunded or exchanged. Rings outside the J-P sizing are non-refundable.
• Shipping charges, gift wrapping, Dosh Coins and gift cards are non-refundable.

Please email web@dowerandhall.com to let us know you wish to exchange or return, so we know to expect your parcel and can process your request efficiently.

Please send the item(s) back in the original packaging, along with your completed Returns/Exchanges card included with your order to:

Returns
Dower & Hall
11-12 Lion Yard
Tremadoc Road
London SW4 7NQ

Any promotional reward points or free gifts (e.g. digital D&H reward points, free gift with purchase etc) that are associated with your related order must be returned if returning your order. If free gifts are not returned (or digital D&H reward points are already spent), then we reserve the right to deduct the value of the free gift/points from your refund.

When returning items we strongly advise you to obtain proof of posting. We recommend using Special or Recorded Delivery Royal Mail services and cannot be held responsible for any returned items until they reach us. We cannot accept responsibility for parcels lost in transit.

Returning Online Purchases to Our Glasgow Store

Items purchased online can be returned to our Glasgow Store, but will not be refunded in store. We aim to refund any returned items within 14 days once it has passed inspection by our WEB returns team in London.

Web purchases may be exchanged in store at the discretion of the Store Manager.

Glasgow Store Returns

Items purchased in our Glasgow store are non-refundable but may be exchanged.

WARRANTY

All Dower & Hall Jewellery carries a one-year guarantee, which means we will repair free of charge any goods that are damaged under normal conditions of wear with proof of purchase*. All items under warranty will be assessed by our workshop prior to repair. We will not be responsible for any damage caused due to misuse or negligence.

Vermeil rings are not suitable for everyday wear. The gold plating is a fine layer on the silver and rings take a lot more wear than other jewellery.

To register and activate your complimentary 12-month warranty, please enter the credentials here.

TLC SERVICE

Once the guarantee has passed we’re still here to help you keep your Dower & Hall jewels in perfect condition with our 5-star TLC service, whether they need a quick repair or a little spring clean. Our TLC ensures that every item that comes into our London studio for repair leaves us in a near-new condition ready for you to wear again.

TLC Service Packages

• Silver TLC = £25
  Cover simple repairs, basic restringing, resizing, re-plating etc.
   
• Full TLC = £50
  Covers more complicated repairs, complex restringing, replacement of some components, replacement of some stones etc.
   
• Precious TLC = £50
  Includes minor repairs and refinish as well as an updated valuation.

Please get in touch if you need more information.

REPLACEMENT EARRINGS

We can often supply single replacement earrings, the price for these is half the price of the pair. Please contact us to check for availability.

*This does not affect your statutory rights.

Caring For Your Jewellery

Dower & Hall designs their jewellery to be worn and treasured. They can last forever if taken good care of. Luckily, there are several things you can do yourself to care for your jewellery. Here are a few simple guidelines to keep your jewellery looking its best.

Perfume, skin and hair products can all react with silver causing it to tarnish, cause vermeil to erode and even damage stones, especially pearls. Avoid spraying perfume or hairspray directly onto your jewellery.

Treat your jewellery with care, remove when doing physical work, playing sports etc. Hot weather and perspiration can also speed up the tarnishing process. Jewellery should always be removed before swimming and bathing as Chlorine can cause surface damage. Gently wipe the jewellery with a clean, soft cloth after each wear to remove dirt and oils from skin. At night store your pieces separately in a clean, anti-tarnish, compartmentalised box to avoid scratches.

Silver
Silver dip solution is the best way to clean both your silver and vermeil jewellery. Dip your jewellery in the solution for a couple of seconds only and then rinse thoroughly in warm soapy water.

Vermeil
Vermeil is a layer of fine 18ct gold, plated on top of silver. As this is just a layer it can gradually wear, giving the appearance that it has faded. Everyday wear may speed up this process, especially on items like rings and bracelets which have lots of contact knocking against objects.

Pearls
Soft stones such as pearls and turquoise may react to the silver dip solution so use a specialist pearl cleaner or give them a rub with a soft cloth. Pearls are the most delicate item in your jewellery collection. A pearl has a soft porous surface made up of many layers of nacre. As pearls are alkaline it is easy for them to become affected by acids (perfumes, soaps, chemicals), and frequent wear (sweat is acidic) which will cause discolouring or flaking. Do not use soap or ordinary jewellery cleaner when washing pearls. Only use products designed for pearls. We recommend re-stringing pearls and other threaded jewellery every 1-3 years, depending on how often you wear the item and how it is cared for.

Gemstones
Protect your gemstones by avoiding contact with alcohol-based products, such as perfume or sunscreen, as they can affect the colour of the jewellery. Semi-precious stones can be cleaned with warm soapy water. Dip your stone into the water for a few seconds and use a jewellery cleaning brush to softly remove any build-up around the stone. When doing this, take care not to loosen or disturb the jewellery setting. Rinse thoroughly after cleaning and use a soft non-abrasive cloth to dry the stone.

TLC Service

Once your Dower & Hall 1 year guarantee has passed we’re still here to help you keep your Dower & Hall jewels in perfect condition with our 5-star TLC service, whether they need a quick repair or a little spring clean. Our TLC service ensures that every item that comes into our London studio for repair leaves us in a near-new condition ready for you to wear again. Please contact us for more information.

We’re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout. It’s a safe and simple way to get the stuff you want, when you want it.

HERE’S HOW IT WORKS

Step 1
Add products to your cart and select “Klarna” when you checkout

Step 2
Enter a few personal details and you’ll know instantly if you’re approved

Step 3
Klarna will send you an email confirmation and reminders when it’s time to pay

Step 4
You can complete your future Klarna purchases with just one click

PAYMENT PLANS

Pay in 30 Days

Try your stuff at home and decide which items you want to keep. Make your payment in full 30 days after your purchase is shipped. No upfront payments, no interest, and no fees. 

Pay in 3 Interest-Free Installments

Pay later in 3 interest-free installments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each installment will automatically be collected from the debit or credit card you entered at checkout. Your first installment will be collected when your order is confirmed and installments 2 and 3 are scheduled 30 and 60 days later, respectively.

ABOUT KLARNA

We have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That’s why our smooth payment methods give you more time, control and joy so you can focus on the things you love.

• 80 million shoppers are using Klarna.
• 190,000 retailers are working with us worldwide.
• We’ve been powering online checkouts for 14 years.

Pay online or in the app
Review your latest purchases and make payments in the Klarna app or online.

• Download the Klarna app: https://www.klarna.com/app
• Log in online: https://app.klarna.com/login
• Chat with customer service: https://www.klarna.com/uk/customer-service/

Safe and secure with Klarna
You are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorized purchases.

Frequently asked questions
Visit our FAQ (https://www.klarna.com/uk/customer-service/) page to find out more about using Klarna.