Customer Care
We're here to help you with all your jewellery needs.
Contact Information
info@valdorajewellery.co.uk
Response within 12 hours
Shipping & Delivery
Delivery Times
Shipping Features
- Free worldwide insured shipping on all orders
- Full tracking provided on every shipment
- Signature required upon delivery
- Discreet, luxury packaging on all orders
- Express delivery available upon request
Import duties and taxes may apply for international orders. These are the responsibility of the recipient and vary by country and order value.
Lifetime Warranty
Every Valdora piece is protected by our comprehensive lifetime warranty. We stand behind the quality of our craftsmanship and materials unconditionally.
What's Covered
- All defects in craftsmanship and materials
- Stone tightening and re-setting
- Complimentary re-polishing
- Rhodium plating (where applicable)
- Minor repairs related to workmanship
- Complimentary annual inspections
What's Not Covered
- Damage from misuse or accidents
- Theft or loss
- Unauthorised repairs or modifications
- General wear and tear beyond normal use
- Damage from chemicals or harsh conditions
Refunds & Cancellations
We understand that circumstances change. Our refund and cancellation policy is designed to be as fair as possible while reflecting the handcrafted, made-to-order nature of our jewellery.
Before Production
100%
Full deposit refund if cancelled before production commences.
Early Production
Up to 50%
Up to 50% of total order value refunded depending on the stage reached.
Design Approved
0%
Bespoke pieces cannot be cancelled once design is approved and production has started.
To initiate a cancellation, please contact us via WhatsApp or email as soon as possible. Refunds are processed to the original payment method within 14 business days.
Frequently Asked Questions
What are your shipping options?
We offer free insured worldwide shipping on all orders. Every shipment is fully tracked and requires a signature upon delivery. Express delivery is available upon request — please contact us via WhatsApp to arrange.
Do you ship internationally?
Yes. We ship to all countries globally. International orders are shipped via insured courier with full tracking. Delivery times vary by destination: UK 2–5 business days, Europe 5–10 business days, rest of the world 7–14 business days. Import duties and taxes are the responsibility of the recipient and vary by country.
What is your return policy?
Due to the bespoke and handcrafted nature of our jewellery, we do not accept returns. Each piece is made to order or produced in limited quantities. We strongly encourage you to take advantage of our consultation service before placing an order to ensure you are completely happy with your choice.
What is your refund and cancellation policy?
You may cancel your order before production has commenced for a full refund of any deposit paid. Once production has begun, a maximum refund of up to 50% of the total order value may be issued, depending on the stage of production. Bespoke and custom-designed pieces cannot be cancelled once the design has been approved and production has started. Refunds are processed to the original payment method within 14 business days.
Is there a lifetime warranty?
Yes. Every Valdora piece is protected by our comprehensive lifetime warranty, which covers all defects in craftsmanship and materials for the lifetime of the piece. This includes complimentary inspections, minor repairs related to workmanship, stone tightening, re-polishing, and rhodium plating. Damage caused by misuse, accidents, or unauthorised repairs is not covered. To make a warranty claim, contact our team with your certificate of authenticity.
Can I resize my jewellery?
Yes, we offer complimentary ring resizing within 60 days of purchase (up to 2 sizes). Some designs may not be resizable due to their construction. Please contact us to discuss your specific piece. Resizing requests after 60 days are available at a modest fee.
How long does it take to make a custom piece?
Custom and bespoke pieces typically take 4–8 weeks from design approval to delivery. More complex designs or those requiring rare materials may take longer. We will keep you updated throughout the process and provide a 3D model preview before production begins.
What materials do you use?
We work with 18K and 14K white, yellow, and rose gold, Platinum 950, and 925 sterling silver with rhodium finish. Choose lab-grown or natural diamonds, subject to availability, with VS1–VS2 or VVS1–VVS2 clarity and D–F colour as proposed sourcing options. We confirm exact grades, stone weights and available laboratory reports before payment. We also work with a range of precious and semi-precious gemstones upon request.
Do your pieces come with a certificate of authenticity?
Yes. All Valdora pieces come with a certificate of authenticity detailing the materials, specifications, and where applicable, the edition number (for Limited Edition pieces) and the artisan who crafted it.
Can I see my piece before it is made?
For all custom and bespoke orders, we provide a detailed 3D model preview before production begins. This allows you to visualise and approve the final design, and request any adjustments before any irreversible work is done.
How should I care for my Valdora jewellery?
Store pieces separately in soft pouches or the provided box to prevent scratches. Avoid contact with chemicals, perfumes, and cosmetics. Remove jewellery before swimming, bathing, or physical activity. Clean gently with a soft, lint-free cloth. We recommend professional cleaning and inspection every 6–12 months — this is complimentary for all Valdora clients under our lifetime warranty.
What happens after I submit my order?
After you submit your order request through our website, our team will contact you within 24 hours via WhatsApp, phone, or email to confirm the specifications of your piece, discuss any customisation details, and answer any questions. We then send a secure payment link after agreeing the final price and availability. Your order confirmation follows payment. No payment is taken through the website.
Do you offer consultations?
Yes. We offer both in-person consultations by appointment and virtual consultations via video call for clients worldwide. Our consultations are complimentary and are a great way to explore options, get expert advice, and begin your bespoke journey. Contact us via WhatsApp or phone to book.
What payment methods do you accept?
We accept bank transfer, all major credit and debit cards, and secure payment links. All payments are processed securely. For high-value orders, we require a deposit to begin production, with the balance due one day before delivery.