How do I receive my Gemma Roe 10% discount?
Your discount code will be emailed to you once you’ve signed up to receive our newsletter at the bottom of our website. Please check your junk folder as it may have gone there, too. If you have any issues, please email: email@example.com
Where can I see your jewellery?
You are welcome to book an appointment by emailing: firstname.lastname@example.org.
What is the composition of the jewellery?
Gemma Roe jewellery and accessories are handcrafted in Hatton Garden, the historic jewellery district in London, through the 6000 year old ancient technique of lost-wax casting. All pieces are cast in recycled bronze and plated in 24-karat gold, although the earring posts are of sterling silver. On request, our pieces can be made in solid gold. Please contact our team: email@example.com for any product specific information or further questions.
What is the difference between 24-karat plated gold and 9-karat solid gold?
There is a contrast in shade between 24-karat gold and 9-karat solid gold. The former is a rich, darker tone, while the latter is a lighter colour. There is also a difference in how pieces age and should be protected. We advise you not to wear 24-karat plated-gold pieces whilst doing physical exercise, submerged in water or while sleeping. Solid gold will last a lifetime and can be worn all day. When your gold plated jewellery it is not being worn, you should also keep it in a cool, dry place, away from windowsills and preferably inside it’s Gemma Roe pouch and box. For any charms or rings that do become tarnished over time, we are more than happy to replate them.
How do I find out my ring size?
Whether you would like to know the size that fits you best, or are looking for a gift for a loved one, please use our printable ring sizer here and follow the steps detailed in our guide. If you would like your ring to be an alternative size please specify this in your order comments. Once a ring has been made to a specific size, we unfortunately can’t accept a return. Please email our team: firstname.lastname@example.org if you have any issues at all.
What are your customer care opening times?
Our team is available to help Monday - Friday from 10am - 6pm. We are available on WhatsApp (+447449107166), and email (email@example.com).
DELIVERY & SHIPPING
When can I expect my pieces to be dispatched?
Our team aims to dispatch the items within 1-2 days, after our 28 day lead time. You will receive your tracking information as soon as your Sculpted Tales have been dispatched.
How long does it take for delivery in the UK?
All UK orders are shipped with a next day delivery service with one of our delivery partners.
Do I have to pay customs duties in Europe?
For any European orders we are pleased to cover all duties.
How long will it take for international shipping?
Depending on your location, we expect your order to reach you within 2-4 working days after our 28 day lead time. Due to the nature of our made-to-order artisanal manufacturing process, there may occasionally be a delay. All of our orders are dispatched with an express service. If you have any issues at all with delivery, please contact our team firstname.lastname@example.org.
Can I edit my shipping address?
If your shipping address is incorrect, please email email@example.com with your order reference and change of address details and we will be happy to amend it. Once your order has been dispatched we will be unable to alter the item’s destination
Do you cover the cost of the returns?
We offer free returns to our clients in the UK only on items that have been damaged during transit and require repair. Please email our team at firstname.lastname@example.org, and we will send over a return label.
For international returns we recommend that you send any returns back via tracked postal services as we do not cover the cost of returns.
RETURNS, REPAIRS AND EXCHANGES
How do I make a return or an exchange?
We are very sorry to hear that your Gemma Roe Sculpted Tale was not suitable. As a small artisan company, we sadly cannot accept returns for "change of mind", exchanges or cancellations. We cannot replace items that have gone missing, or undelivered due to incorrectly entered shipping addresses. Please check your delivery information carefully when placing your order. We are not responsible for orders stolen during transit or delivery.
If there is any issue with your order, please let us know right away. Our team values your satisfaction with our products above all. If we have somehow made a mistake with your order or if something has been damaged during shipping, we will repair it at no additional cost.
Please contact email@example.com to confirm your return for an item to be repaired.
How long is the return window?
We are happy to offer a return for items damaged during transit that require repair within 14 days of delivery. Please note, fixing items in our London workshop may require a further 14 day lead time as all our jewellery is handcrafted.
Can I exchange for a piece that is a different price?
As a small artisan company, we sadly cannot accept returns or exchanges as we do not keep stock, and all pieces are made-to-order. This is to support our efforts to materially reduce our carbon footprint and minimise waste.
How do I care for my Sculpted Tale?
To make sure that your gold-plated pieces remain as radiant as possible, we advise that you do not wear your Sculpted Tale whilst sleeping, doing physical exercise, or immersed in water. Please be careful to avoid contact with lotions, oils, cosmetics, or perfumes. Gently wipe jewellery clean with a soft cloth before storing it away, and keep it in a cool, dry place away from windowsills and preferably inside it’s pouch and box when you're not wearing it. Keep pieces separate so that they don’t become tangled or rub together.
Where do I store my Sculpted Tale?
The best place is in the Gemma Roe jewellery box and pouch provided, or another suitable lined box or soft pouch.
What is included in the Gemma Roe warranty?
Given due care, your Sculpted Tale should last for many years. If you do find that your jewellery becomes tarnished or needs repairing, we’re more than happy to offer a complimentary replating and repair service for pendants, earrings, and rings. Dependent on the levels of wear and care, all silver and plated jewellery will lose its plating over time or tarnish simply due to oxidation (the reaction between the metal and oxygen in the air). As a first step we always recommend to carefully clean your jewellery using a soft polishing cloth or warm water and mild soap. This will allow you to determine whether a simple clean is sufficient, or if your piece needs a replate. For care information on how to keep your plated jewellery looking as radiant for as long as possible, please read our Jewellery Care page here.
I have lost an earring. Can you offer a single replacement?
Every individual Gemma Roe earring is handcrafted in our London workshop, so we are happy to offer replacement single earrings for 50% off the cost of a pair. To ensure a perfect match please email our team at firstname.lastname@example.org.
Do you offer gift wrapping?
Every Gemma Roe order comes encased in our complimentary sustainable handmade signature gift packaging. Please fill out the ADD A NOTE TO ORDER section during the checkout process if you would like to include a gift message in your parcel. Your gift message will be handwritten on Gemma Roe branded sustainable stationery. Please ensure you include the name of the recipient in the note, as well as who the gift is from. We will ensure the receipt is not included within the parcel.
Do you offer Gemma Roe Gift Cards?
The most precious gift for Gemma Roe collectors, please find our Digital Gift Cards here. We would be delighted to send these via PDF or as a physical gift.
BESPOKE AND CUSTOM
Can I have a ring made to a specific size?
If your required ring size isn’t offered on our website and you would like to have a ring made to size, we would be delighted to make it for you, with a 28 day lead time. For bespoke ring sizes there is a £60 fee. Once a ring has been made to a specific size, we are unable to accept a return. Please contact email@example.com for further information.
Can I change the length of my necklace?
Our pendant charms adorn different length chains. Unless specified otherwise in the product descriptions, the majority of Gemma Roe necklaces come on a 16 - 18inch adjustable chain. If you would like your necklace on an alternative chain length, our team will be able to advise the best options and the next steps to arrange your alternative chain.
Can I have my jewellery engraved?
Yes. To have a piece engraved there is a £60 fee, and we request that you allow 14 days for your order to be shipped, after our 28 day lead time. We are unable to accept a return once a piece of jewellery has been engraved. Please contact firstname.lastname@example.org for further information.
How long is the wait for a made-to-order piece?
Our lead time for made-to-order pieces is 28 days.
Can I commission my own piece of jewellery?
We would be delighted to create a bespoke piece unique for you. Please contact email@example.com for further information. We are unable to accept a return once a piece has been made to order.
Can I have pieces made in solid gold?
Upon request, many of our pieces can be made in solid 9, 18-karat gold or rose gold, with a 28 day lead time. If you desire, we can also plate any solid gold pieces in 24-karat gold or rose gold. Once a piece of jewellery has been made-to-order, we are unfortunately unable to accept a return. For further information and a full quotation, please contact: firstname.lastname@example.org.
How many times are the pieces plated?
Plating thickness is measured in microns and our jewellery is plated once.
What is lost wax casting?
Each Gemma Roe Sculpted Tale begins its life in Gemma’s imagination, a hand-drawn illustration and intricate hand-carved wax created by Gemma’s steady hands, as she ventures down a path of adventure through the ethereal worlds that connect her and the brand to the magic of the natural world. Once the wax piece is sculpted, a mould is formed from plaster and then melted away, leaving an intricate inverted space for the pouring of molten bronze, recycled silver or recycled gold to fill in its place. As it cools, the solid form of the piece is created and released from the mould. Each detail is cleaned and plated in our Hatton Garden Foundry, before being hand finished with care in our London studio.
How is Gemma Roe Jewellery made?
All Gemma Roe Jewellery is designed and handmade in Hatton Garden, in London’s famous jewellery district by Gemma and our expert family-run team of jewellers and craftspeople. For full details on our unique making process which allows Gemma to achieve her signature natural detail, please click here.
What is the Naturers?
Our founder, Gemma created our Naturers initiative as a pathway to connect with all the magic and wonders of the natural world, all the while making positive change happen – for our communities, for wildlife and for the planet. With people of all ages, the Naturers network branches out across the world, connecting one another who share a common dream to help create a harmonious world. This dynamic, people-driven network cultivates a fun and supportive atmosphere where people come together to celebrate nature, share inspiration and ideas, implement collaborative community projects and join in special events and global campaigns. Our community of Naturers is interconnected by their love of nature, their stories, and courage. Discover Naturers here.
Is your packaging sustainable?
Our handmade bespoke packaging is designed to last a lifetime, just like our jewellery and provide a sanctuary for you to store your Gemma Roe talismans at home and away. We're advocates for traceability, and our packaging is made from sustainably-sourced recycled papers here in the UK, and is fully recyclable and reusable.
Our packaging is produced in an audited factory in the UK, ensuring working conditions are fair and kind for all their staff. We reuse any damaged or returned boxes, in other aspects of our business.
What is recycled metal?
Precious metals have an inherent high value in the material and recycling is standard practice in the jewellery industry. Recycled precious metals are gold, silver and platinum extracted from existing metal designs. The precious element is melted down and refined until it reaches it purest form, separating from any other metals it is mixed with, and reused in new creations. It is less impactful on the planet, ethical, and sustainable and never loses its value or purity. The sterling silver and gold we use for each piece is 100% recycled.
How is Gemma Roe a responsible brand?
Our brand is in reverence to nature, so it is only natural for our jewellery and accessories making to be created with the utmost care to minimise our impact on the planet. We founded our business on principles of responsibility, sustainability and ethical practice. We use 100% recycled sterling silver and gold and minimise waste by upcycling elements of our raw materials mix. The Responsible Jewellery Council is a standards-setting organisation established to advance responsible ethical, human rights, social and environmental practices throughout the silver, gold and platinum group metals, diamond and coloured gemstone jewellery supply chain. They have developed a benchmark standard for the jewellery supply chain and credible mechanisms for verifying responsible business practices through auditing. We choose to source precious metals from RJC certified suppliers, where possible.
Gemma Roe has a conscious commitment to partnering with local UK manufactures, respectful and conscientious of preserving the magical craft for future generations to come, and sustaining a low carbon footprint.
We are passionate about protecting and supporting the skill and heritage in the historic jewellery manufacturing quarters in London’s Hatton Garden, UK, which supports us in our efforts to materially reduce our carbon footprint. In addition, this enables us to ensure the ethical treatment of our makers, shorten our supply chain, tighten our quality control, whilst simultaneously fix and reuse materials that would otherwise be scrapped.
We are also committed to supporting positive impact projects through our Naturers initiative. You can read more about our commitment here.