F.A.Q.

Elizabeth Gage is sold at our London Showroom and here on our online flagship store. Elizabeth Gage can also be found at Dover Street Market stores in London, New York and Los Angeles.

If you would like to book an appointment prior to your visit you can email us at [email protected]  or you can call us on +44 (0)207 823 0100. Alternatively you can just drop by our opening times are 10am to 5pm Monday to Friday.

To stay up to date on our international preview exhibition dates you can sign up to receive the Elizabeth Gage newsletter here. 

If the product you have ordered is in stock and the size you require we offer both standard and priority shipping internationally. We also offer a same-day service in the Greater London area. If your product is not in stock or requires resizing we will be in touch immediately to let you know how long the craftsmanship process will take.

If you would like your order to be shipped to a different delivery address please contact our sales team at [email protected] or your dedicated sales advisor.

We work with different courier companies depending on your location and the type of shipping you have requested. We will email you immediately after purchase with tracking information for your particular courier service.

Standard global shipping is free on all orders. 

For those clients located outside of the UK VAT zone, the prices you see online will exclude all relevant import duties and sales taxes. International orders are shipped on a DDU (Delivery Duties Unpaid) basis. This means that any duties and taxes incurred in the country of destination are the responsibility of the customer. As the recipient of the order, you will be required to pay these duties and taxes directly to our courier to release your order from customs.

Customs charges vary depending on the country of delivery. If you are concerned about incurring high customs charges, we recommend you ask your local customs office about their rates.

Please also note that your shipment/order cannot be classed as personal effects/personal use as your shipment is coming from Elizabeth Gage Limited as a business to yourself as a consumer. Therefore, you are responsible for import duties/taxes at your local customs office. Duty and taxes incurred in the country of destination are the responsibility of the customer. When you place your order, you agreed to our terms and conditions of purchase.

We can help you with any queries about this before you order. Please contact sales for assistance with your specific enquiry.

Elizabeth Gage Limited are unable to deliver to Russia, if you are ordering a piece of jewellery from us you will be asked to provide a shipping address outside of the Russian Federation.

Due to customs restrictions, we require the receiver to provide a ten digit customs registration number (CR number) to Elizabeth Gage Limited which must be obtained from Chinese customs. We cannot ship orders to China without the required CR number. Please be advised that you will need to contact your local customs for the customs registration number (CR number). Your local customs will return your shipment to us if you cannot provide your personal customs registration number. In this event you still may incur duties and taxes from customs in China, which you as the customer would be solely responsible for. Your ID number is not the CR number that is required by your local customs.

Express and priority delivery services are available. Please contact our sales team at [email protected] or your dedicated sales advisor for any questions.

Elizabeth Gage insures each purchase during the time it is in transit until it is delivered to you and signed for by you.

If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Elizabeth Gage and transfer of responsibility for your purchased goods passes to you.

If for any reason you are unable to sign for your delivery in person, or choose to waive the signature in any other way, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur.

Yes. We will email you the tracking information of your order as soon as it is shipped.

Yes. Please contact us immediately after placing your order to request a specific delivery date. You can email us on [email protected] or call +44 (0)207 823 0100.

The majority of orders will be ready to collect by 2pm next day (Monday – Friday) but should a piece need resizing, your order might need more time before being collected. Your sales representative will advise accordingly.

Simply shop online as usual. When you go to the online checkout, select ‘Collect from our Showroom’. Thereafter your dedicated sales representative will be in touch using the contact information you have provided. When your order is ready for collection, we’ll send you an email to let you know it is ready to be collected. When you come to collect your order, please bring:

– The email we sent saying it’s ready for collection – as a print-out or on your phone, tablet or laptop.

– A bank card or some photo ID. If you paid with an American Express card, please bring it.

On the condition that you have authorised someone to collect on your behalf with an email to your sales representative. The person collecting will be required to bring the email we sent saying your order is ready for collection.

Elizabeth Gage jewellery is predominantly made in 18 carat yellow gold. We sometimes create pieces in rose and white 18 carat gold. We sometimes use 22 carat gold. All our pieces carry UK hallmarks as a guarantee of the metal quality. If you have a specific gold request we will do our best to work with you.

We work with every type of precious and coloured stone. Elizabeth is renowned for selecting only the most unique and top quality gemstones according to the requirements of her design. Our Bespoke Service allows you to work with Elizabeth to select stones of your choosing.

Our stones are sourced from all over the world. For specific enquiries about stones you can get in touch with our sales team on [email protected] or call +44 (0)207 823 0100.

We are always happy to discuss repurposing your personal jewellery, giving it the Elizabeth Gage timeless quality. Contact our sales team for more details on [email protected] or call +44 (0)207 823 0100.

Yes. Each case is unique and we are always happy to discuss a request. Contact our sales team for more details on [email protected] or call +44 (0)207 823 0100.

Yes. We can work with your birthstone either in a bespoke piece or alternatively we offer the opportunity to customise an existing Elizabeth Gage design with the gemstone of your choice.

You can make an initial enquiry about a potential bespoke project by contacting our sales team by email on [email protected] or by phone on +44 (0)207 823 0100.

One of our experts will ask you for a few more details about your project and organise an initial appointment, either in person or via a phone/video call.

We do not have a minimum price for our bespoke service.

Yes. We work with highly skilled engravers and are able to engrave any piece of Elizabeth Gage jewellery. Our sales team can help with any engraving requests.

Yes. We can create our pieces to order for you in the metal of your choosing as long as it does not affect the durability or quality of the piece. Our sales team will be happy to discuss any request you have and provide you with a quote.

Yes, we can customise any of our gemstone pieces with the coloured stone of your choosing.

Engraving will add approximately 10 days to your purchase time, although we can often offer an express service if necessary.

If you have requested to personalise your piece by changing the metal or gemstones, then we will be making your piece from scratch. This process will take on average 6 – 8 weeks.

You can email our sales team on [email protected] or call us on +44 (0)207 823 0100 for more information on time-frames before you make your order.

You can cancel or amend your order within 24 hours by contacting our sales team on [email protected] or by calling us on +44 (0)207 823 0100.

You are not able to cancel bespoke or custom-made orders once you have confirmed production.

We apologise for this inconvenience. Please contact our sales team immediately on [email protected] or call +44 (0)207 823 0100 and we will do our best to rectify the situation as quickly as we can.

We offer a resizing service for all the rings we produce. Please contact our sales team on [email protected] or call +44 (0)207 823 0100 to get a quote.

We want you to wear your Elizabeth Gage jewellery on all occasions – whether that be in a Michelin-starred restaurant or in the garden. We do however suggest a certain amount of common sense be used in the basic protection of your jewellery. Any hard knocks, for example, can damage gold or precious stones and may loosen the settings of stones.

When you are not wearing your piece we suggest it be kept in it’s box. If you are travelling with your jewellery we suggest that individual pieces are kept in separate bags or boxes.

Over time, dust, pollution and daily wear can all add to the gradual dulling of your piece. We suggest that your jewellery receive periodic professional maintenance. You can contact our sales team and we can organise this service for you.

If you have any concerns about protecting your Elizabeth Gage jewellery, our sales team can advise you.

Most diamond and precious stone jewellery (with the exception of opals and emeralds) can be cleaned in warm water, using a mild detergent such as Fairy Liquid. You will be surprised at how effective this is. You can also use a very soft toothbrush to get into any hard-to-reach nooks and crannies. After rinsing in clean water, always dry your jewellery after cleaning with a soft cloth.

Since many genuine gemstones and especially pearls are quite delicate, hot water, harsh chemicals and cleaners should be avoided at all times.

Please do not use a liquid jewellery-dip to clean your piece – these products can cause lasting damage to metal and stones. 

Elizabeth Gage Limited accepts returns and exchange requests made within 14 days from when the goods have been received by you or a third party. Returns received after the 14 day period and up to 28 days will only be accepted at the discretion of Elizabeth Gage Limited for a credit note. A credit note is valid for 1 year from the issue date. Returns received after the 28 day period will not be accepted and will be returned to you.

The products you return must be in new and unused condition with all the original packaging and invoice/receipt. We do not accept any item with any indication that it has been used. In such cases, the item will be returned to you.

If you wish to receive a refund we will re-credit the original purchaser’s credit card for the sum paid less any taxes and duties and postage charges.

Elizabeth Gage Limited are not responsible for any item that is not returned in the manner set forth above and we cannot accept responsibility for packages until we are in possession of them. Your statutory rights as a customer remain unaffected.

In order to make a return for a refund or exchange please follow the steps below:

1. Please send us an email to [email protected] or call us on +44 20 7823 0100 within 48 hours of receiving your order.

2. If the item is a commissioned piece it cannot be exchanged or returned due to the unique nature of it.

3. If all agreed we will provide you with our returns instructions and will provide you with a returns authorisation code.

4. Include your original receipt in the returned parcel and please make sure the returns authorisation code is clearly written on the receipt. Any returned items that are not accompanied by an official returns authorisation code will not be accepted.

5. It is advisable to send returned items by registered post and keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit.

6. Send your return to: Elizabeth Gage Limited, 5 West Halkin Street, London, SW1X 8JA United Kingdom

If you have any questions whatsoever please do not hesitate to contact us on +44 20 7823 0100 and we will be more than happy to help.