FREQUENTLY ASKED QUESTIONS

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Ordering 

• Do you have my ring size available?
  
  If we don’t have your chosen ring in stock in the size that you need, we can usually either adjust one that is close in size or else make a new ring for you in the required size.
  Please contact us with the product code, your required size and the occasion date.  Our customer service team (029 2039 4405) is on hand on weekdays from 9am to 6pm to assist you with size enquiries.

• Can I view this piece in person? 
  
  All of our jewellery pieces are available in limited quantities and in the case of rings in limited sizes.  Therefore, it may be worth contacting your preferred Pravins boutique in advance to ensure your desired piece is available to view before you make a trip. 

 

Delivery 

• My order is a surprise, what is the packaging like? 
  
  Your order will be packaged discreetly and will not state Pravins on the mailing container. If you select the gift-wrap option, we will carefully gift-wrap your new jewellery so that it is ready to present.  We can include a personalised card, please follow the instructions at the checkout stage of your order.  There is no price information contained anywhere in the package.

• What are my UK delivery options? 
  
  We offer complimentary mainland UK delivery as well as the option to collect your order from our Pravins boutiques.
  
  For mainland UK delivery your order will be sent to you by Royal Mail Special Delivery, which is a fully insured and tracked service. A signature will be required upon delivery, which should take place before 1pm on the delivery day.
  
  For our click and collect service, please allow 2-3 working days for your purchase to be sent to the boutique.   We will notify you by email when the item is ready for collection.  In addition, the boutique team will normally telephone you once the item has arrived.
  
  If you have any further queries regarding UK delivery or our boutique collection service, please contact our customer service team on 029 2039 4405 or by email at admin@pravins.co.uk. 

• Do you deliver internationally? 
  
  We use the Royal Mail International Tracked and Signed service for orders outside of the UK.  All items are fully insured by Pravins whilst in transit.  The packaging will be discreet and will not be branded on the outside.  A signature will be required upon delivery.   
  
  We are able to deliver to most countries around the world, however these options are not automatically available at checkout - please contact our customer service team on +44 29 2039 4405 or by email at admin@pravins.co.uk for more information.

Payment 

• Which payment methods do you accept? 
  
  We accept all major debit and credit cards including American Express and Union Pay. We also accept payments by bank transfer.  For further information visit our Payment Options page. 

• Do you offer interest-free credit? 
  
  For in-store clients we are pleased to offer interest-free credit options over 12, 24 and 36 months (for full-value purchases over £500).  For online purchases we can offer interest-free credit options over 12 or 24 months (for full-value purchases over £295).  The application process is straightforward and is carried out on our in-store tablets or on the checkout page.  Please note that finance is subject to status and that applicants must be over 18.  For further information please visit our Payment Options page. 

 

General Enquiries and Aftercare 

• My order isn’t quite right, can I return or exchange it? 
  
  Our goodwill returns policy, which is in addition to your statutory rights, entitles you to a refund or exchange for goods bought online or in-store with a valid receipt within 14 calendar days of purchase. 
  
  For a refund or exchange under our goodwill policy, items must be: 
  
  Unworn and in the same condition as despatched 
  
  Complete with all packaging, certificates, guarantee booklets and the purchase receipt 
  
  Not have been specially made to order, personalised, adjusted or otherwise altered in any way.
  
  You can return your jewellery to one of our boutiques or return your items by post. We regret that we are unable to refund any return postage charges.
  
  Please note that your goods will need to be sent to our Head Office for verification and approval before a refund can be offered. The refund will normally be issued from Head Office within 14 days of you returning the goods. Refunds will be made using the same method of payment that was used for purchase.
  
  For further information about returning your jewellery to us, please visit our Returns Advice page.

• How can I contact Pravins? 
  
  Our customer service team is on hand weekdays from 9am to 6pm to assist you with all enquiries.
  
  You can contact us on admin@pravins.co.uk or on 029 2039 4405.  If you are emailing us please include your order number and the name and postcode of the purchaser to help us identify your order.
  
  For further contact options please visit our Contact page.

Boutique cleaning and inspection service 

• Do you offer a jewellery maintenance and repair service? 
  
  We are able to help maintain the beauty and security of your Pravins jewellery thanks to our extensive maintenance and repair service.
  
  Please contact us on admin@pravins.co.uk or on 029 2039 4405 if you require any assistance.  If you are emailing us please include details of your purchase (such as your order number or your name and postcode) to help us identify your transaction.
  
  We strongly recommend you read our Jewellery Care Guide, utilise our complimentary annual inspection service and maintain adequate insurance for all your jewellery.
  
  For further information on how we can assist you, visit our Jewellery Maintenance Services page.

• Why is my jewellery getting scratched?
  
  Wear and tear (also referred to simply as ‘wear’) refers to deterioration of the aesthetics or function of your jewellery caused by regular use. Virtually all jewellery will experience some level of wear, depending on how frequently it is worn and how much contact it receives. The most common examples of wear and tear are scratching and denting of surface finishes and deterioration of small parts such as fastenings and claw settings.
  
  We strongly recommend you read our Jewellery Care Guide, utilise our complimentary annual inspection service and maintain adequate insurance for all your jewellery.

• Why is my white gold ring changing colour? 
  
  18ct white gold is naturally off-white in colour as it contains a high proportion of gold, which is a yellow metal. To create a bright pure-white finish it is standard practice to electro-plate white gold jewellery with rhodium (a member of the platinum family).
  
  Rhodium plating will wear off over a period of time, especially on high-contact items such as rings and bracelets, however re-plating is a simple and inexpensive procedure and will keep your white gold jewellery looking like new.
  
  Rhodium plating is not covered by the Pravins guarantee. We would normally expect to see white gold jewellery returned for re-plating every few years or perhaps for special events. 

• I thought diamonds were indestructible?   
  
  Sadly this is a bit of a myth, perpetuated in part by the very successful 1980s marketing campaign featuring the slogan ‘A Diamond is Forever’.  Diamonds have an internal grain (similar to wood), which is created by their crystalline atomic structure.  They can be split or ‘cleaved’ along this grain and usually the table is polished against it.  This means that diamonds have excellent surface hardness (10 out of 10 on Moh’s scale) but they can be chipped if struck at the right angle i.e along the grain.  
  
  Chipping or damaging diamonds is rare but in order to protect your valuable pieces of jewellery we strongly recommend maintaining adequate insurance cover.  In addition, regular maintenance and inspections should allow us to highlight any wear and tear which gives cause for concern.

• Can I wear a platinum ring next to my white gold one?
  
  The choice of metal for rings to sit together is a personal one. However, due to the difference in hardness between platinum and gold we usually recommend to wear like with like (platinum with platinum, gold with gold). 

    

Please contact us if you have any further queries. All contact details are available on our contact page.