Forever Care

You’re welcome to walk in, or book a time with us if you’d like our full attention for something special, such as an engagement ring or a bespoke commission.

You can buy directly through our website, with secure checkout and fully insured delivery. If you’d rather see a piece before you decide, reserve it online and we’ll have it ready for you in the shop.

We accept all major cards, including Visa, Mastercard and American Express, as well as bank transfer. You can also pay by card over the phone, in which case we send your jewellery to the card holder’s registered address.

When you buy from us in the shop, you can spread the cost with interest-free credit over 6, 10 or 12 months, subject to status. Our Finance Options page has the details.

On jewellery from the shop and our Revival collection, your deposit is held on account and can be moved to another piece or refunded at any time.

When you’re happy with your design, we ask for a deposit of 50% to begin making, and the balance on or before delivery. If you’re spreading the cost with approved finance, the 10% initial payment is all you need to begin. Once design work has begun, your deposit is committed to your commission.

If you’d like time to think, or to bring someone in to see it, we can hold a piece for you for seven days.

Old or broken gold jewellery can be put towards something new, or we can buy it from you at highly competitive market rates. We’ll assess and weigh it with you in the shop and explain exactly how we’ve reached the value. Once we’ve agreed a price, the sale is final.

Gift cards are available in the shop and online.

Some of the most important pieces in life deserve time to choose, and sometimes time to pay for too. When you buy from us in the shop, you can spread the cost with interest-free credit through our finance partner, Novuna Personal Finance. Credit is subject to status.

• Available on purchases of £750 and over
• Choose a plan over 6, 10 or 12 months
• A minimum initial payment of 10%, paid by card in the shop

Finance is arranged with us in the shop, so we can talk it through with you properly. It isn’t available through our website checkout at the moment. Come and See Us.

Choose your piece with us. Take all the time you need. There is never any pressure to decide on the day.

Apply in the shop. We’ll talk you through the options and help you with a short, secure online application. It takes a few minutes.

A quick decision. Most decisions come back within seconds. Occasionally an application is passed to Novuna’s underwriting team, who may ask for a little more information before they decide.

Sign your agreement. Once you’re approved, you can read and sign your agreement electronically. Please check it carefully. A copy is emailed to you once it’s signed.

The jewellery is yours to take away. Once Novuna has received your signed agreement, your purchase can go ahead.

Bespoke commissions. You can use finance for a bespoke piece too. We make your application when you confirm your design, and once it’s approved, the 10% initial payment is all you need to pay to begin, in place of our usual 50% deposit. Your plan only begins once your piece is made and you’ve collected it.

What to bring. Government-issued photo ID, a credit or debit card, your bank details for the Direct Debit, and your addresses for the last three years.

Who can apply

To apply, you’ll need to:

• be 18 or over
• have lived in the UK for at least 12 months, with three years of UK address history
• have your own bank account that a Direct Debit can be taken from
• have an income: employed for at least 16 hours a week, self-employed, retired, receiving disability allowance, or a registered carer

If you are a homemaker, you’re welcome to apply in your own name. We’ll just need the employment details of your spouse or partner, with their consent.

Are there any fees? No. There are no arrangement fees and no hidden extras.

When do my repayments start? One month after you collect your piece.

Can I change my payment date? Yes, once you’ve received your welcome documents from Novuna.

Can I pay more, or pay it off early? Yes, at any time, free of charge.

How do I check my balance? The quickest way is to manage your account online at my.novunapersonalfinance.co.uk.

How do I change my Direct Debit details? Call Novuna’s customer service team on 0344 375 5500.

Can I use finance when I buy online? Not at the moment. Finance is arranged in the shop, and we’d love to see you.

Will I be credit scored? Yes. Like most lenders, Novuna uses credit scoring to assess applications fairly and consistently. It takes into account the answers on your application, such as age, income and occupation, together with information from credit reference agencies. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

If my application is declined, will I be told why? Novuna can’t give a single reason, but a decision usually reflects one or more of: your credit score (every lender scores differently), information held by credit reference agencies, existing commitments, or how your accounts with other lenders have been run.

What do credit reference agencies hold about me, and how do I see it? They hold public information such as the electoral roll, County Court Judgments and bankruptcies, and information other lenders share about your accounts. Searches for credit are recorded, but not their outcome. You can ask for a copy by writing to an agency with every address you’ve lived at over the last six years:

• Experian Limited, Customer Support Centre, PO Box 9000, Nottingham, NG80 7WF
• Equifax Ltd, Customer Service Centre, PO Box 10036, Leicester, LE3 4FS
• TransUnion International UK Limited, Consumer Services, PO Box 491, Leeds, LS3 1WZ
• InfactSystems Limited, 2-7 Clerkenwell Green, London, EC1R 0DE

If anything they hold is wrong, you can ask the agency to correct it.

Can I apply again if I’m turned down? Yes. Circumstances change, and a past decision doesn’t decide the next one. We’d suggest leaving at least six months between applications.

What’s the difference between APR and the rate of interest? The rate of interest is the yearly cost of borrowing, as a percentage. The APR (Annual Percentage Rate) is a broader measure that also includes any other charges, which makes it the best way to compare offers. All lenders must tell you their APR before you sign. On interest-free credit, both are 0%.

If something isn’t right

On the rare occasion we receive a complaint, we take it very seriously. If you’re unhappy with anything about your purchase, please tell us however suits you best:

• Phone: 020 8742 1178
• Email: info@marmaladejewellery.co.uk
• In person or by post: 23 Turnham Green Terrace, Chiswick, London W4 1RG

If your complaint is about your finance agreement, you can still tell us, and we’ll pass it to Novuna (previously Hitachi Capital). Novuna will acknowledge it, investigate it thoroughly and send you their response within eight weeks.

If you can’t reach an agreement with Novuna, you may be able to refer your complaint to the Financial Ombudsman Service within six months of Novuna’s final response:

• Write: Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Call: 0300 123 9 123
• Email: complaint.info@financial-ombudsman.org.uk
• Online: www.financial-ombudsman.org.uk

We send every piece by Royal Mail Special Delivery Guaranteed, and a signature is needed on receipt. For your peace of mind we can’t leave a parcel with a neighbour or in a safe place. We deliver within the UK only. Delivery is complimentary on orders over £350, and £9.95 on orders below that.

Tell us when you need it, and we’ll make sure it’s with you in time. Jewellery we hold in the shop is sent promptly, and bespoke and made-to-order pieces are sent on the date we agree with you.

The outer packaging is plain, so nobody can tell there is jewellery inside. We know some of our parcels are secrets until the right moment, and we’ll keep yours that way.

Many of our clients prefer to collect in person, and we love it when they do. We’ll have your jewellery ready, check the fit and show you how to look after it. Come and See Us.

Our store team holds gemmological, diamond grading and registered valuer qualifications, with over eighty years of combined experience. Every metal, diamond and gemstone we sell is described exactly as it is, and that promise has no time limit. Where a stone has an independent grading report, it comes with your jewellery.

Every piece of gold, platinum and silver we sell is independently tested and hallmarked by a UK Assay Office wherever the law requires it.

Every piece we sell or make is guaranteed against manufacturing faults for 12 months from the day you collect it. Pieces from our Revival collection have already lived a life before they reached us, so they carry three months. Repairs and alterations carried out in our workshop are guaranteed for 12 months too. If something isn’t as it should be, bring it in and we’ll look at it with you.

For pieces we’ve sold or made over £1,500, we’ll clean, polish and check the claws and setting every year, free of charge, for as long as you own it, and white gold is rhodium finished as part of that. If you’re already bringing jewellery in for a repair, the clean and polish is part of it.

Rings include one free resize within 30 days of collection, up to three sizes either way. Engagement rings have 90 days, and any size. A few designs, such as full eternity rings, need a different approach, and we’ll explain the options. Our Ring Sizer Guide has more information.

Jewellery of £1,500 and over comes with insurance paperwork, and we’ll update the insurance valuation free every three years on pieces over £1,500, every bespoke commission and every engagement ring. 

The most accurate way to find your size is to visit us. It takes a minute, it’s free, and we’ll measure with sizing rings in different band widths, so the size is right for the ring you have in mind.

• Borrow a ring they already wear on the right finger and bring it in. We’ll measure it in moments and return it before anyone notices.
• If you can’t borrow one, don’t worry. Engagement rings from us can be resized free to any size within 90 days, so the question never needs to spoil the moment.

We can send you a ring sizer so you can measure at home. [Confirm we post ring sizers, and whether they are free.] A few tips for an accurate result:

• Measure at the end of the day, when your fingers are at their largest, and not when your hands are cold.
• The ring needs to pass over your knuckle, so check the fit there as well as at the base of your finger.
• Wider bands fit more snugly, so you may need a half size larger for a broad ring.
• If you’re between sizes, choose the larger one.

We use UK ring sizes, which run by letter from A to Z, with half sizes in between. If you know a size from another country, tell us and we’ll convert it for you.

Rings from us include one free resize within 30 days of collection, up to three sizes either way, and engagement rings have 90 days and any size. Revival rings are resized with a £125 credit towards the work. A few designs, such as full eternity rings, need a different approach, and we’ll explain the options.

Put your jewellery on after perfume, hairspray and moisturiser, and take it off before you go to bed. Rings are best taken off for the gym, gardening, cleaning and swimming. Chlorine and household chemicals can weaken gold over time.

Diamonds, sapphires rubies and most gemstones set in gold or platinum can be cleaned in warm water with a drop of washing-up liquid and a very soft toothbrush. Rinse well and dry with a lint-free cloth. Pearls, opals, emeralds and turquoise need gentler care: just a soft, dry cloth. We have a selection of jewellery cleaning products in the shop.

If your jewellery ever needs a little titivation, pop in. Our steam cleaner brings the sparkle back to your gemstones in moments, free of charge.

Keep each piece separately, in its box or a soft pouch. Diamonds will scratch other stones and metals, and chains tangle when they’re left together.

• Pearls love being worn, but keep them away from perfume and have them restrung every few years.
• Emeralds should be kept away from heat, and never put in an ultrasonic cleaner.
• Opals don’t like sudden changes of temperature or being left to dry out.

• White gold is plated with rhodium to give it its bright white finish, and over time it will need re-plating. For pieces that qualify for our annual service, that is included.
• Platinum develops a soft sheen, called a patina, which many people love. We can polish it back to bright whenever you like.
• Yellow and rose gold simply benefit from a professional polish now and then.

Claws and settings wear quietly over time, so we suggest a check at least once a year. For jewellery we’ve sold or made over £1,500, the annual clean, polish and check is complimentary for life. Come and See Us.

Each valuation gives a full written description of the piece, including its metal, hallmarks, and the measurements and grading of every stone, plus photographs and a thoroughly researched and justified replacement value your insurer can rely on. Valuations are £150 for the first item and £100 for each additional item. Complex items may carry an additional charge, which we’ll always explain and agree with you before any work begins.

Gold and gemstone prices move, sometimes sharply. We recommend a revaluation every three years, so you’re never underinsured.

Jewellery of £1,500 and over comes with insurance paperwork when you buy it. We then on request update your Insurance valuation free every three years on pieces over £1,500, every bespoke commission and every engagement ring.

If a piece is lost, stolen or damaged, we can work with your insurer to repair it or make a faithful replacement. That is where a detailed valuation really matters.

We also prepare probate, family division and gemmological reports. Please ask us.

When you leave a piece with us for repair, valuation or remodeling, we itemise and photograph everything, and you’ll receive a receipt for each item. From that moment it is kept in our safe whenever it isn’t being worked on, and it is fully insured under our own policy for as long as it is in our care, including while it is with our workshop. 

For pieces of very high value, we may ask you to keep your own insurance in place while they are with us. We’ll always tell you before we accept the piece.

You have 14 days from the day you receive your piece to change your mind. Just let us know by email or phone and return it unworn, in its original packaging, with any certificates or grading reports. We’ll arrange an insured collection, or you’re welcome to bring it back to the shop. Your refund goes back to your original payment method within 14 days of us receiving it.

We’re happy to exchange anything, or offer a credit note, within 30 days, as long as it is unworn, undamaged, in its original packaging, and hasn’t been sized or personalised. Chains are always exchanged or credited. If it was a special order, please talk to us.

An engagement ring is the most important piece most people ever buy, so it has its own terms. If the ring isn’t quite what they dreamed of, we’ll exchange it within 30 days, or talk through redesigning it together.

Because they are made or altered just for you, we can’t exchange or refund bespoke commissions, engraved or personalised jewellery, or anything resized or altered at your request.

In the unlikely event that something is faulty, we’ll repair, replace or refund it. This is in addition to your statutory rights, which are never affected.

Do I need an appointment? No, you’re always welcome to walk in. For engagement rings or bespoke commissions, booking a time means we can give you our full attention.

Where are you? 23 Turnham Green Terrace, Chiswick, London W4 1RG, a short walk from Turnham Green station. There is pay and display parking right outside the shop, and the first 30 minutes are free.

Can I see a piece from the website in the shop? Yes. Tell us which piece and we’ll have it ready for you. If you decide it’s the one, you can take it home the same day.

How can I get in touch? Call us on 020 8742 1178, email info@marmaladejewellery.co.uk, or Come and See Us.

How can I pay? All major cards, including Visa, Mastercard and American Express, bank transfer and subject to approval up to 12 months Interest free credit.

Can I pay over the phone? Yes. For your security, we send jewellery paid for by phone to the card holder’s registered address.

Can I spread the cost? Yes. When you buy in the shop, interest-free credit is available on purchases of £750 and over, across 6, 10 or 12 months, subject to status. Our Finance Options page has the details.

Will you hold a piece for me? Yes. We can hold a piece for seven days, so you can think it over or bring someone in to see it.

Does my jewellery come with a certificate? Every piece is described in writing by our gemmologists. Where a diamond has an independent grading report, it comes with it, and we can arrange a laboratory report for other gemstones on request, for a charge.

Do you buy jewellery and gold? Yes. We’ll test and weigh your pieces with you and explain exactly how we’ve reached the value. You can take payment or put it towards something new, and once we’ve agreed a price, the sale is final.

How much does a valuation cost? £150 for the first item and £100 for each additional item. Complex items may carry an additional charge, which we’ll always explain and agree with you before any work begins.

How long does a bespoke piece take? We work to your date. Tell us when you need it, and it will be ready in time.

Can I see my design before it’s made? Yes. We create a detailed 3D rendering you can turn and view from every angle, and you can even try it on virtually before a single piece of metal is cast.

Can you use my own stones or old jewellery? Often, yes. We’ll check each stone carefully first and tell you honestly what is possible.

Do you sell or make jewellery with lab-grown diamonds? Our engagement rings are set with natural diamonds as standard, and we’re happy to offer lab-grown diamonds on request. Our guide to lab-grown and natural diamonds explains the difference.

What is Revival? Revival is our collection of pre-owned, vintage and antique jewellery, each piece chosen by our experts for its quality and its character.

What condition are Revival pieces in? Every piece is examined by our team and checked by our workshop before it goes on display. A piece with a past may show gentle signs of it, and we’ll always tell you about them honestly before you buy. Revival pieces are guaranteed against manufacturing fault for three months.

What’s the difference between vintage and antique? In the jewellery trade, antique generally means a piece at least 100 years old, and vintage usually means one from a more recent era. We’ll always tell you when we believe a piece was made, and how we know.

Can a Revival ring be resized? Usually, yes. Work on an older ring has to respect how it was originally made, so resizing is charged, and we give you a £125 credit towards it. A few designs, such as enamelled or full eternity bands, may not be suitable, and we’ll tell you honestly if that’s the case.

Can I wear vintage jewellery every day? Many pieces were made to be worn and are very happy being worn daily. More delicate pieces are best kept for occasions, and we’ll always tell you which is which.

Do you deliver? Yes, within the UK, fully insured and signed for. Delivery is complimentary on orders over £350. Many clients prefer to collect from the shop.

Do you deliver outside the UK? Not at the moment. We deliver within the UK only, and we’d love to see you in the shop.

How will I know where my parcel is? We send everything by Royal Mail Special Delivery Guaranteed, which is tracked, and we’ll email you the tracking details when it’s on its way.

When will it arrive? Tell us when you need it, and we’ll make sure it’s with you in time.

What if something isn’t right when it arrives? Please contact us straight away. Every piece is fully insured until it reaches you, and we’ll put it right.

Can I exchange something? Yes, within 30 days in the shop, as long as it’s unworn, undamaged, in its original packaging and hasn’t been sized or personalised.

How do I return something I bought online? Let us know by email or phone within 14 days of receiving it. We’ll arrange an insured collection, or you’re welcome to bring it back to the shop.

Can I return an online purchase to the shop? Yes, of course. It’s a lovely excuse to Come and See Us.

Is there anything you can’t take back? Pieces made or altered just for you: bespoke commissions, engraved or personalised pieces, and anything resized or altered at your request.

What guarantee do I get? Every piece we sell or make is guaranteed against manufacturing faults for 12 months from collection, and pieces from our Revival collection for three months.

How do I find my ring size? The most accurate way is to visit us, as it takes a minute. If it’s a surprise, borrow a ring they already wear and bring it in. Our Ring Sizer Guide has more.

Can you resize a ring? Yes, and we do it here. Rings from us include one free resize within 30 days, up to three sizes either way, and engagement rings have 90 days and any size. Some designs, such as full eternity rings, need a different approach, and we’ll explain the options.

Do you repair jewellery? Yes, from re-tipping claws to restringing pearls and restoring heirlooms. Our workshop work is guaranteed for 12 months.

How should I look after my jewellery? Put it on last and take it off first, keep each piece separately, and bring it in once a year for a clean and a check. Our Jewellery Care and Maintenance page has the detail.

Is Treacle in today? Most days. She’s our Chief Welcoming Officer, and she takes the role very seriously.