Frequently Asked Questions

When you've found the perfect item, click 'Add to Bag'. Then, follow the directions through the checkout process to complete your order.

In-stock items will be dispatched within two working days. For made to order items, the estimated dispatch date will show when viewing your shopping bag. And for bespoke items, a member of our customer service team will be in touch with a more precise timeline.

Our friendly team is always here to help if you have any questions. Use our online chat or email us at hello@prudenandsmith.com.

Yes, it is safe to shop on prudenandsmith.com. Our store is powered through Shopify, which is compliant with the Payment Card Industry Data Security Standard, so that your information is secure.

You can pay with Visa, Mastercard, Amex, Discover, Diners Club, Maestro, Bancontact, iDEAL, Shop Pay, Apple Pay, and Google Pay.

VAT is charged at 20% and is included in the retail price.

Yes, we offer financing through Klarna where you can pay in 30 days or choose the Pay in 3 option, which spreads your payments over three months.

Yes, all of our items come in a beautiful Pruden and Smith branded box, wrapped in tissue paper and placed inside an envelope or cardboard box.

We have written a page with everything you need to know about how to find your (or someone else's) ring size. You can find it here: https://pruden-smith.myshopify.com/pages/how-to-measure-your-ring-size

Yes, we offer engraving on all of our products. To customise your item, simply click the 'Customise' button found on all of our products and enter your request. Our customer service team will be in touch to assist you with your order.

Yes, we can do that as part of our Redesign Your Old Jewellery service. We'll take your old jewellery and use the materials to create something new or into one of your favourite Pruden and Smith designs.

Yes, of course! We love it when customers get creative and incorporate their favourite gemstones into our Pruden and Smith designs – we encourage it.

Once you've chosen the item you want to customise, click the 'Customise' button, fill in the form and wait for our team to be in touch with further information.

You can personalise all items online, or those displayed in our Gallery. Personalised products are custom-made, which means you can get them just the way you want them. When a customised product costs extra, its because additional materials or labour is needed to make your product unique.

Shipping details are the address where you would like your purchase delivered.

Currently, we do not offer free delivery. However, we are planning to begin offering this service in the near future.

Any order placed after 3pm on Fridays will be shipped first thing on Monday morning.

Yes, but only within 2 hours of placing your order. You can reach us through our live chat, email: hello@prudenandsmith.com or telephone at 01273 846338.

We unfortunately do not offer exchanges, but if an in-stock or made-to-order item is returned within 28 days of purchase, we will refund you. Once we receive the returned item, we will process the refund, which can take up to 10 business days. We are unable to offer refunds on customised items, recycled jewellery, or brand new custom-made items.

At the moment, we do not offer a free return service. However, we are considering adding such a service in the near future.

All in-stock items can be returned within 28 days of purchase. Items must be in original condition and anything altered is non-refundable. We do not offer returns or refunds on Customised, Recycle Your Old Jewellery, or Make Something Brand New items.

You can return any in-stock item within 28 days for a full refund. We do not offer returns or refunds on Customised, Recycle Your Old Jewellery, or Make Something Brand New items.

At our Workshop in Ditchling, we offer a free while-you-wait jewellery cleaning service on all Pruden and Smith items. If you can't make it to us, contact our team via: hello@pudenandsmith.com to discuss sending us your Pruden and Smith jewellery to be cleaned, polished, and refreshed to look as good as new.

All jewellery is subject to some wear and tear over time. However, you can take steps to minimise the damage, which is why we've created a jewellery care page with everything you need to know:https://pruden-smith.myshopify.com/pages/jewellery-care.

No, we only repair Pruden and Smith jewellery.

We'll happily fix your Pruden and Smith jewellery for free if it's under warranty, as per our guarantee. Or we can repair it for a small fee depending on what's needed. Contact us via our live chat or email: hello@prudenandsmith.com for further information.

Some repairs can be completed in a while-you-wait appointment. However, for more complex repairs, it may take up to 8 weeks – depending on how busy we are at the time, which we'll inform you about right away.

Our Gallery and Workshop are open from 10am to 5pm, six days a week. You can just pop in, but we strongly recommend that you book an appointment for a tour or consultation.

From time to time, usually during festivals and festive periods, we're open seven days a week.

Visit our Book an Appointment page on our website – from browsing in-store and jewellery design appointments to Gallery and Workshop Tours, we're here to support you.