Andra Ivanov Jewellery
Andra Ivanov Jewellery

FREQUENTLY ASKED QUESTIONS FOR BESPOKE JEWELLERY

1. How do I place an order?

Fill out the form you have here. Then, a gemmologist will get in touch for a phone consultation. The process can be entirely online or through physical appointments in our office in London. We work with ALL couples. They can be based in the UK or all over the world.

By appointment only (online and offline): 9 am-5:30 pm on weekdays.

2. Are all your diamonds natural? 

Yes! Our diamonds are 100% natural, untreated, GIA certified diamonds.

We specialise in colourless and fancy coloured diamonds too.

3. Are all your Sapphires natural?

Yes, all our Sapphires are natural, but we work with treated (heated) sapphires on clients’ request.

4. Do you sell lab-grown diamonds?

We do occasionally accept bespoke bridal commissions with lab-grown certified diamonds.

However, all the jewellery we sell is set with natural, untreated diamonds.

5. Can I sell my diamond to you or upgrade my diamond?

No, we do not buy diamonds.

6. Can I reset my ring?

Yes! If your diamond is natural and certified, we can reset your ring for a fee.

7. How long will my item take to process?

Every item on our website has a different delivery date specified on the product page. For example, most of our items from the Bridal section (engagement rings & wedding bands) are delivered in around 3- 6 weeks.

We offer an alternative for an urgent order if you need it for a specific date. For more information, don’t hesitate to contact us at [email protected]

8. Will I receive a confirmation of my order?

Yes, you will receive a confirmation email almost immediately after placing your order.

Please check your junk mail to ensure that the automated email confirming your order has not been diverted to this folder.

If you do not receive your email confirmation, it might be that you entered your email address incorrectly. If this is the case, please email us to amend it.

A 50% deposit is required to start the bespoke piece of jewellery. All prices can vary depending on the design and diamonds or sapphire quality.

9. Can I return my order or exchange it?

No. All our items are made to order and are not exchangeable and returnable.

10. Can you ship my order to an address different from my billing address?

Yes, we can ship it to a different address, but we ask you to provide us with a picture of your passport or driving licence and a utility bill from within the last three months.

11. How do you ship the ring?

We send the piece of jewellery in a discreet package via Royal Mail Next Day Special delivery (the UK only) and FedEx (international delivery).

12. Is the package insured?

Yes, the parcel is insured during transit.

13. Do I need to sign for the parcel at delivery?

Yes! Your parcel will require a signature.

 14. What types of payment do you accept?

Wire transfers.

15. Ring resizing

For more information about ring sizes or to check your partner’s ring size, please click here.

If you need to send your ring back for resizing, please email us at [email protected]

We will forward you the form you need to fill in and send together with the ring. Unfortunately, we do not cover the costs to return the ring to us, but you will not be charged to have the ring sent back after resizing.

We only offer ONE complimentary resizing for rings manufactured and produced by Andra Ivanov Jewellery Ltd. The resizing can take up to 3 working days, depending on how urgent is the job and how soon you need it back.

Please do not send any documentation we initially sent you together with the ring for resizing.

16. What do I do if my jewellery pieces lose their shine and look dull?

For jewellery from our Bridal section, produced by Andra Ivanov Jewellery Ltd, we offer reconditioning services like cleaning, polishing and replating. Our cleaning and polishing service is £45 including VAT.

If you need to send your jewellery back for reconditioning, please email us at [email protected]

We will forward you the form you need to fill in and send together with the ring. Unfortunately, we do not cover the costs to return the jewellery to us, but you will not be charged to have the jewellery sent back after restoring it.

17. What do I do if I damage my ring?

Any item from the Bridal section purchased from Andra Ivanov Jewellery comes with a 5-year guarantee. Furthermore, we are happy to repair any item with production or manufacturing faux, free of charge.

We can repair it if you have damaged the ring, but this service will include additional charges. Before proceeding, someone from our customer care team will get in touch to explain the procedure, time for the repair and cost.

If you need to send your jewellery back for repair, please email us at [email protected]

We will forward you the form you need to fill in and send together with the ring. Unfortunately, we do not cover the costs to return the jewellery to us, but you will not be charged to have the jewellery sent back after restoring it.

Depending on the case, it might take up to 7 working days.

18. Have any of your diamonds been treated or clarity enhanced? 

All our diamonds are from reputable international suppliers with offices in Hatton Garden and are carefully chosen. We do not work with treated diamonds. Instead, our founder, a gemmologist, carefully selects each gemstone we use for our jewellery.

19. How does the diamond selection process work?

Our gemmologist will curate a selection of diamonds for you based on your preferences and budget. You can select your favourite diamond or give us feedback, so we find you the perfect one!

20. How do you source your diamonds and sapphires?

We partner with some of the largest manufacturers in the world to handpick the perfect selection of natural diamonds and sapphires for you.

21. Do you hold inventory?

We don’t keep any stock or inventory! Instead, we curate every selection of stones and designs specifically for each client.

22. What metals do you work with?

We work with 14K and 18K white, yellow and rose gold, and platinum.

 23. Where do you make your jewellery?

We are a small independent business that puts a great deal of effort into the quality of each one of our products.

We manufacture and produce all our items in Hatton Garden, London, UK.