As a made-to-order business, we understand that every piece is special and sometimes needs a little extra TLC over time. That's why we offer a dedicated aftercare service to help keep your jewellery looking its best. Whether it's untangling knots, carrying out repairs, polishing to restore its shine, or adding to an existing piece, we're here to ensure you can enjoy your jewellery for years to come.
CLUB GOLD AFTERCARE SERVICE
REPAIRS & AFTERCARE
WE PRIDE OURSELVES ON EXCEPTIONAL AFTERCARE, OFFERING REPAIRS AND ADJUSTMENTS FOR ALL A+G PIECES, INCLUDING KNOT REMOVALS AND CLASP REPLACEMENTS, ENSURING YOUR JEWELLERY RECEIVES THE CARE IT DESERVES SO IT CAN LAST A LIFETIME WITH YOU.
ADDITIONS & ALTERATIONS
WE UNDERSTAND THAT AS YOUR FAMILY GROWS AND NEW MEMORIES ARE MADE, YOU MAY WISH TO ADD TO YOUR PIECE. WHETHER IT'S AN INITIAL, LETTER, OR CHARM TO HONOUR A SPECIAL PERSON OR SIGNIFY A MEANINGFUL MOMENT, OUR ADD-ON SERVICE ALLOWS YOUR JEWELLERY TO EVOLVE WITH YOUR STORY.
FAQ
HOW TO RETURN YOUR ITEM
Please send your parcel via tracked service to:
AURUM + GREY
First Floor
40 Manchester street
London
W1U 7LL
Packaging Disclaimer:
To ensure the safe return of your item, please place the chain, any letters, and any broken pieces securely inside a sealed jewellery pouch or box. Kindly avoid placing tape directly on the item, and ensure it is free from hair, fluff, or other debris before packing.
Please note that our jewellery is dainty and delicate, and can easily slip through small openings or unsealed corners of envelopes. We strongly advise taping all edges and corners of your package to prevent any gaps. Unfortunately, we cannot take responsibility for lost or damaged items resulting from inadequate packaging.
Repair Disclaimer:
Although payment has been received for the agreed adjustments/repair, please be aware that our goldsmith will carry out a full inspection of the piece upon arrival. If any additional work is required, such as replacing a chain or addressing issues not covered by the original payment, this may incur additional charges. We will always contact you first for approval before proceeding with any extra work.
Please include a note with the following details:
- Original order number
- New Order Number (if applicable)
- Clear details of the adjustment or repair required
- Return contact name
- Return contact number
- Return address
Please note: Without the above details, we will be unable to process your request.
WHY DO I HAVE TO RETURN MY ITEM?
As each necklace is made to order, all charms and letters are permanently welded onto the chain by our jewellers to ensure they are secure and won't come loose over time. Because of this specialised process, any additional charm or letter must be added in our workshop using the same technique. This isn't something that can be done at home, so we'll need you to send your necklace back to us for your jeweller to professionally add your new charm or letter, ensuring it matches the original finish and quality.
HOW LONG DOES THE SERVICE TAKE?
Please allow up to 3-4 weeks for Repairs, 4-5 weeks for Solid Gold Additions and 6-8 weeks for Diamond Additions.