Online Shop FAQs

As a complimentary service we provide an insurance valuation with our jewellery.

In the unfortunate event of the jewellery being lost, stolen, damaged but repairable, or damaged beyond repair, you will need to be able to submit accurate details to your insurance company in order to claim the costs to have the piece repaired or re-made according to your requirements. Our valuations detail the items accurately for this purpose. It is a fully researched, expert written opinion of authenticity, composition and quality. It is recommended that the document is updated every two years.

We recommend, to be fully insured, your jewellery items may need to be listed separately with a specialist insurance company. We have worked with TH March for many years who have been established since 1887. You can get a quick quote here at https://www.thmarch.co.uk/ and quote our reference number AO100T.

We recommend updating your valuations every two years, and having your items checked for wear regularly with us. We are happy to provide a complimentary letter for your insurance stating that we have checked your jewellery and that it is currently fit for purpose. We also take this opportunity to inform you of any care or work that may be required to keep your jewellery strong and safe.

Bring your treasured Ortwin Thyssen (André Rose) piece of jewellery to us for a complimentary ultrasonic clean and thorough check by our jewellers. We can check for wear and tear and advise if any work needs to be carried out.

Every effort is made to deliver an order as swiftly as possible. Please bear in mind that some items are individually crafted to your requirements.

For standard purchases made between Monday and Thursday dispatch should be within 2-3 days, and for standard purchases made between Friday and Sunday dispatch should be within 5-7 days. All purchases requiring adjustments should be dispatched within 5 -10 days. Our normal working days are Tuesday to Saturday. For online orders, the working day cut-off time is 3.30pm.

All of our jewellery is guaranteed for one year, against faults in manufacturing, from the date of purchase.

If a piece becomes faulty, within the guarantee period, please contact us for immediate inspection. If there is no obvious damage to the item, we shall repair the problem at no charge. You should look after your receipts and provide them if and when required.

You can return your jewellery within 14 days of receipt (valid only for online and non-personalised purchases) for an exchange or full refund if you decide something is not right for you.

Please read our full Returns Policy for detailed and specific terms and conditions.

Postage inside the UK:

As a complimentary service we do not charge for insured postage and packaging inside the UK. All items are fully covered for insurance in transit and must be signed for upon delivery. At this point they become the property of the purchaser and our insurance no longer applies. Please be satisfied that the parcel has in no way been tampered with in transit before accepting delivery.

Postage outside the UK:

Additional delivery charges will apply. The charge depends upon the item and the destination. Please contact us for a specific quote. All goods are insured until signed for at their destination.

Please note that if you decide to return your item you will be responsible for paying for your own shipping costs. Shipping costs are non-refundable.

When you purchase a ring from us, one ring sizing adjustment is included in your initial purchase.

We will send you a Ring Sizing Gauge, which you can use to accurately measure finger size. Find out more.

Ortwin Thyssen (André Rose) Diamonds have always been purchased from legitimate sources that comply with the Kimberly Process and are not involved in funding conflict and in compliance with United Nations resolutions. We hereby guarantee that all Ortwin Thyssen (André Rose) Diamonds and gemstones are conflict free, based on our personal knowledge and written guarantees provided by all suppliers of our Diamonds, gemstones and raw materials.

We have taken the utmost care and reasonable steps to provide accurate photographs and images of the jewellery on our website. Due to photography techniques, some products may seem larger or smaller also some items are shown larger on the screen to accurately show off small details. Colour, pattern and texture that is shown on screen will depend on the quality and/or colour calibration of the monitor and may not accurately represent the product itself.

If you have any further questions, please feel free to call us on 01227 788 200 or email us info@jewellery-maker.co.uk and we shall reply as soon as we can.