Frequently Asked Questions

Find out about our fine jewellery and company policies, such as our delivery policy and returns policy.  If you have any other questions, please get in touch with us.

How do I measure my ring size?

All of our rings are available to order in half sizes.  

 

If you already know your ring size you can use your normal ring size.

 

​If you are unsure of your normal ring size, we advise that you measure the size of your finger rather than the size of your ring.

 

You can easily measure your ring size yourself by following the below steps:

 

1. Using a length of string or similar, wrap it around the base of your finger. To ensure the ring fits comfortably, we suggest ensuring that this length will move over your knuckle.  

 

2. With a pen, mark the point on the string where the ends meet.

 

3. Measure the string with a ruler.​

 

4. Choose the closest measurement to our sizing chart to find your ring size.  

 

Please check your measurements against the ring size chart on our FAQ page.

 

If you are still unsure about how to measure, please don't hesitate to contact us for guidance.

What are the shipping costs?

We offer complimentary shipping within the UK with Royal Mail or one of our other courier partners.  

International orders are sent by Express Delivery as standard, using one of our trusted courier partners.  Additional insurance cover will also be taken out with our independent insurance provider.  The full value of the shipment will be declared for shipping and insurance purposes.

For orders outside of the UK, the following shipping and insurance costs will apply:

Europe - £30.00 

USA & Canada - £40.00

Australia & New Zealand - £50.00

China, Hong Kong & Malaysia - £50.00

 

Duties and taxes for international orders are the customer's responsibility and will be due upon delivery.  Lucille London will not be held liable for international duties, taxes, and customs charges.  

International orders can be placed for delivery to Europe, the United States, Canada, Australia, New Zealand, China, Hong Kong, and Malaysia.  For all other international orders, or if your country is not listed at checkout, please get in touch with us to enquire about delivery to your region.

How do you ensure your items are sustainable?

As well as ensuring our supply chain follow the proper code of ethics and work toward our own goal of providing ethically sourced items and working toward sustainable goals, Lucille London only works with recycled gold and ethically sourced diamonds to ensure each piece is sustainably made and ethical.

Do you use natural diamonds?

Yes!  None of the diamonds we use are cultivated.  All of our diamonds are ethically and sustainably sourced from our GIA registered diamond merchants in Antwerp.

Founded in 1931, The Gemological Institute of America (GIA) is the world’s most respected grading entity. GIA is a nonprofit institute at the forefront of gemological research and education, which aims to protect the buyers and sellers of precious gemstones by setting and maintaining standards of quality that surpass all other grading systems.

You will receive a certificate of authentication with any diamond piece purchased from Lucille London.

If you would like us to source a diamond for a bespoke piece, please get in touch with us.

How will my jewellery be made?

Each piece we create is unique.  Although we can guarantee the measurements of your jewellery, such as the width of the metal used or the carat of the stones, no two items are ever identical and the weight of the items are estimates only, as the end weight is dependant on the items measurements and sizing.

 

All items are made completely by hand, from design, to soldering, to polishing.

Lucille London is a member of the Goldsmiths' Company Assay Office, where hallmarking began, and as such, all items are hallmarked by the London Assay Office where they undergo rigorous testing to ensure the metal in your item is of the best quality.

Please find our hallmarking dealers notice here.

 

What is your return policy?

We want you to be entirely satisfied with your experience in shopping with Lucille London, and we want you to love your jewellery. Please do get in touch with us if you are not entirely satisfied with your purchase.

If you decide to return your item, you must inform us within 5 days from receipt of your order and your order must be returned to us within 14 days from receipt of your order.  Please notify us in writing via email to the email address on the Contact page.

 

Depending on the status of your order, it may be possible to cancel an item or change your order prior to dispatch. If you need to make any amendments to your purchase, please get in touch with us as soon as possible using the details on our Contact page.

Please be aware that any orders where the parcel is rejected by the customer or returned due to non-payment of international duties/customs charges will not be eligible for a full refund and deductions will be made to any store credit applied to the customer's account following the safe return of the parcel and its contents. These deductions will cover all costs incurred by Lucille London (including but not limited to: customs charges, international duties, shipping and insurance costs relating to the delivery and return of the parcel, and any other administration and miscellaneous costs incurred as a result of non-payment of international duties).  No cash refunds are offered in these instances. 

Please see our Returns Policy for full details about our returns policy and the return process.

Can I cancel my order?

Depending on the status of your order, it may be possible to cancel an item or change your order prior to dispatch. If you need to make any amendments to your purchase, please get in touch with us as soon as possible using the details on our Contact page.

Please be aware that any orders where the parcel is rejected by the customer or returned due to non-payment of international duties/customs charges will not be eligible for a full refund and deductions will be made to any store credit applied to the customer's account following the safe return of the parcel and its contents. These deductions will cover all costs incurred by Lucille London (including but not limited to: customs charges, international duties, shipping and insurance costs relating to the delivery and return of the parcel, and any other administration and miscellaneous costs incurred as a result of non-payment of international duties).  No cash refunds are offered in these instances. 

Please see our Returns Policy for more information about our returns policy and the return process.

Do you offer layaway?

In most instances, we are able to offer layaway on items priced at over £1,000.  Please get in touch with us via email to discuss layaway plans.

Please note that layaway payments must be made by bank transfer for UK customers or through the Wise app for international customers unless otherwise agreed.  If you prefer to pay through a different method there may be an additional cost to cover the payment processing fees that we incur. 

Returns are not accepted for layaway items.