Quality Assurance and Guarantee Policy

Quality Assurance & Guarantee

Our Commitment to Your Jewellery

At Emily Burlington, our responsibility to your jewellery continues long after your purchase.

Every piece is created and selected with careful attention to craftsmanship, quality and finish. Our Quality Assurance & Guarantee is designed to give you confidence in your purchase and to provide clear guidance should your jewellery ever require our attention.

Alongside our guarantee, we offer a range of aftercare services to help preserve the beauty, condition and integrity of your jewellery for years to come.

This guarantee is provided in addition to your statutory consumer rights and does not affect those rights.

1. 24-Month Craftsmanship Guarantee

Emily Burlington jewellery is covered by a 24-month guarantee against qualifying defects in craftsmanship, beginning from the date of purchase.

If, following inspection, we determine that a fault has arisen as a result of the manufacture or craftsmanship of your jewellery, we will take the appropriate steps to put this right.

Depending on the nature of the issue, this may include repairing, replacing or remaking the affected item without charge.

Each piece will be assessed individually so that we can determine the most appropriate solution while preserving the original jewellery wherever reasonably possible.

2. Diamond & Gemstone Settings

Stones Under 0.05ct

The settings of individual diamonds and gemstones weighing less than 0.05ct are guaranteed for 12 months against qualifying defects in craftsmanship.

If a stone is lost as a direct result of a manufacturing or setting defect covered by this guarantee, we will assess the jewellery and provide the appropriate remedy.

Stones of 0.05ct and Above

Diamonds and gemstones weighing 0.05ct or more per stone are not covered by this guarantee against accidental loss.

For jewellery containing larger or particularly valuable diamonds and gemstones, we strongly recommend arranging appropriate specialist jewellery insurance from the time you take possession of the piece.

If you have any concerns about the security of a diamond or gemstone, we recommend that you stop wearing the jewellery and contact us so that the setting can be inspected.

3. What Our Guarantee Covers

Our guarantee is intended to protect you against qualifying faults arising from the craftsmanship or manufacture of your Emily Burlington jewellery during the applicable guarantee period.

Whether an issue constitutes a manufacturing or craftsmanship defect can only be determined following an appropriate inspection of the jewellery.

Where a qualifying defect is identified, we will explain our findings and determine the most appropriate method of rectification.

4. What Our Guarantee Does Not Cover

Fine jewellery naturally develops signs of wear through use. Our guarantee covers qualifying defects in craftsmanship and is not an insurance policy against accidental damage, loss or normal wear.

Unless otherwise required by law, the guarantee does not cover:

• accidental or intentional damage or loss caused by the wearer or a third party;
• damage caused by inappropriate, excessive or abusive use;
• scratches, dents, wear or other deterioration arising through normal use;
• the natural ageing or wearing of precious metals, settings, claws, links, clasps and other components;
• accidental loss of diamonds, gemstones or other components where the loss is not attributable to a qualifying defect in craftsmanship;
• damage caused by failure to act after becoming aware that a stone, setting or other component is loose or damaged;
• damage arising from repairs, resizing, alterations or other work undertaken by anyone other than Emily Burlington; or
• issues arising specifically from elements of a bespoke design requested by a client and produced against the professional advice of Emily Burlington.

If you are uncertain whether an issue falls within the guarantee, please contact us. We will always assess the jewellery before determining whether a repair is covered.

5. Bespoke Jewellery

Bespoke jewellery created by Emily Burlington is made with the same commitment to craftsmanship and quality as the rest of our jewellery.

Our standard craftsmanship guarantee applies to qualifying manufacturing defects in bespoke pieces.

Where a client specifically requests a design, construction method or other feature contrary to our professional recommendation, problems arising directly from that requested feature may be excluded from the guarantee.

Where we believe a requested design may compromise the durability, wearability or structural integrity of a piece, we will endeavour to make this clear before manufacture.

6. Complimentary Alteration

We offer one complimentary alteration per item where the requested alteration is appropriate and technically possible.

The suitability of an alteration will depend upon the design, construction, materials and gemstones within the piece.

Certain alterations may not be possible without compromising the appearance or structural integrity of the jewellery. Where this is the case, we will advise you before proceeding.

Further alterations, or work falling outside the scope of our complimentary alteration service, may be chargeable.

Where a charge applies, this will be discussed with you before any work is undertaken.

7. Complimentary Cleaning

Emily Burlington jewellery is eligible for our complimentary professional cleaning service.

Professional cleaning can help maintain the appearance of your jewellery and also provides an opportunity for its general condition to be examined.

The cleaning service itself is complimentary. Postage, courier, delivery and insurance costs associated with transporting the jewellery to and from Emily Burlington are not included unless expressly agreed otherwise.

If additional work is recommended following inspection, we will contact you before undertaking any chargeable repair or refurbishment.

8. Complimentary Insurance Valuation

An insurance valuation is provided without charge with jewellery purchased from Emily Burlington.

We strongly recommend arranging suitable insurance for valuable jewellery, particularly engagement rings, significant diamonds and gemstones, and pieces worn frequently.

Insurance provides protection against circumstances that fall outside our craftsmanship guarantee, which may include accidental damage, theft or loss depending upon the policy you select.

Please retain your valuation together with any diamond or gemstone certificates and keep these documents securely and separately from the jewellery itself.

9. Repairs & Refurbishment

Our aftercare service continues beyond the applicable guarantee period.

Emily Burlington can arrange a comprehensive range of jewellery repairs, maintenance and refurbishment through our experienced craftsmen.

Depending on the piece, this may include cleaning, polishing, setting work, replacement or rebuilding of worn components and other appropriate restoration.

Repairs required as a result of normal wear, accidental damage or circumstances outside the applicable guarantee are normally chargeable.

Where work is chargeable, we will assess the jewellery and advise you of the recommended work and applicable cost before proceeding.

No chargeable repair will be undertaken without your agreement.

10. Making a Guarantee Claim

If you notice a problem with your jewellery, including a loose gemstone, damaged setting or other potential fault, we recommend that you stop wearing the piece and contact us as soon as reasonably possible.

Please contact our Customer Services team before sending jewellery to us so that we can provide appropriate instructions.

Once received, your jewellery will be inspected to establish the nature and likely cause of the issue.

If the work is covered by our guarantee, we will arrange the appropriate remedial work without charge.

If the issue results from normal wear, accidental damage or another circumstance outside the guarantee, we will explain our findings and provide details of any recommended work and associated cost before proceeding.

11. Repairs & Alterations by Third Parties

We strongly recommend returning Emily Burlington jewellery to us whenever repair, resizing, alteration or setting work is required.

Work carried out by another jeweller or third party may prevent us from determining the original cause of a subsequent fault and may compromise the construction or integrity of the piece.

Damage caused by, or arising from, work undertaken by a third party is not covered by our guarantee.

This does not affect any statutory rights you may have.

12. Caring for Your Jewellery

Fine jewellery should be treated with appropriate care.

Precious metals naturally acquire signs of wear, and claws, settings, links, clasps and other components can gradually wear through everyday use. This is normal and does not necessarily indicate a defect in craftsmanship.

The rate of wear will depend upon the design of the jewellery, how frequently it is worn and the activities undertaken while wearing it.

We recommend periodically having frequently worn jewellery professionally inspected, particularly engagement rings, diamond-set jewellery and pieces containing significant gemstones.

Jewellery should also be removed where there is a heightened risk of impact, abrasion, chemical exposure or other damage.

If you notice movement in a gemstone, damage to a claw or setting, or any other change that concerns you, we recommend that you stop wearing the piece until it has been professionally inspected.

13. Sending Jewellery to Us

Please contact Emily Burlington before sending jewellery to us for inspection, cleaning, repair or alteration.

Jewellery should be securely packaged and appropriately insured while in transit.

We will provide appropriate return instructions when you contact us.

Unless we have specifically arranged or agreed otherwise, postage, courier and insurance costs associated with sending jewellery to us are not included within our complimentary services.

14. Assessment & Chargeable Work

Where jewellery is returned to us with an issue, we will assess the piece before determining the appropriate course of action.

If the required work falls within our guarantee, we will arrange the appropriate repair or remedial work without charge.

Where the work is outside the guarantee, we will explain our assessment and advise you of any applicable charges.

We will not undertake chargeable repair or refurbishment work without your agreement.

15. Your Statutory Rights

The Emily Burlington Quality Assurance & Guarantee and our complimentary aftercare services are provided in addition to your statutory consumer rights.

Nothing within this policy is intended to exclude, restrict or limit any rights or remedies available to you under applicable consumer law, including rights relating to goods that are faulty, misdescribed, not of satisfactory quality or otherwise do not conform to your contract with us.

Where your statutory rights provide greater protection than the terms of our voluntary guarantee, your statutory rights will apply.

16. Contact Us

If you have a question about your guarantee, would like us to inspect your jewellery or wish to arrange cleaning, alteration, repair or refurbishment, please contact our Customer Services team.

Emily Burlington Ltd
Email: customer.services@emilyburlington.com

Our team will be happy to advise you on the most appropriate care for your jewellery.