FAQ

Because of the nature of my work each piece is unique therefore it may differ slightly from the picture. Although every care is taken to make it as close as possible dimensions are approximate and sizes or colours may vary slightly but this only to be expected with handmade opposed to mass produced factory jewellery. If for any reason you are not happy with your order please contact me as soon as possible so I can rectify the issue.

Yes it is a large part of my business is bespoke jewellery designs were I work closely with my clients to create Jewellery that matches each individual’s requirements perfectly. With 40 years’ experience an expert in the industry, my specialty is contemporary Jewellery design and remodelling dated pieces into something modern and wearable. Give your Jewellery a new lease of life or have something completely unique made for yourself or a loved one with a completely bespoke service that includes wedding and engagement rings.  

Yes a large of my bespoke service is entails remodeling pieces of jewellery that are no longer worn or inherited and need modernisation.  Fashion changes and people style changes. So if you have jewellery that has sentimental meaning or that has been put away in your jewellery box because you do not wear it any more. Why not  have that  unloved jewellery made into a contemporary piece that will gain a new lease of life and be worn constantly. Please contact me for more information.

Yes I can do your jewellery repairs from soldering chain a chain to ring sizing plus building up and restoring worn shanks and claws. I ran a trade jewellery workshop for a number of years in Hatton Garden and also in an antique shop so I am familiar many types of jewellery repairs. Please contact me for more information 

Jewellery Care

Jewellery Care Tips     

Just like you, our beautiful jewellery does need to be looked after. We have compiled a list of hints and tips for you on how to care for your Paul Magen jewellery, so it will look as lovely as the day you received it. We have customers who continue to enjoy wearing their Paul Magen jewellery after owning it for 30 years!

• Skin and hair products can react with jewellery causing it to tarnish, discolour and possibly corrode. We strongly advise applying any cosmetics and scents before you put on your jewellery.

• Remove any jewellery before engaging in any form of physical exercise. Be it at the gym, gardening or cleaning, as this will ensure our delicate jewellery is not accidentally damaged. Perspiration can also contribute to the tarnishing of your jewellery.

• Chemicals found in swimming pools and natural springs will cause extreme tarnishing. Water will also contribute to tarnishing of your jewellery. Therefore always remove your jewellery before entering a pool, shower, spring or the sea.

• We recommend storing your jewellery in a zip lock bag as exposure to the air and environment can cause your jewellery to tarnish over time. Zip lock bags are a cheap way to keep your jewellery looking newer for longer. Acid free tissue is also an excellent way to store your jewellery.

• Store your jewellery separately, so that they don’t tangle or rub and scratch against each other. We do not recommend sleeping in your jewellery.

• Do not store jewellery next to heating vents, windowsills or in the bathroom. Damp and hot condition will cause the jewellery to tarnish badly.

• To brighten up your silver pieces we recommend using a silver dip solution. Always ensure you clean your item after silver dipping, with warm soapy water and a soft toothbrush. For gold plated items, you can use warm soapy water and a soft toothbrush to remove any dirt however it will not bring back any shine of the original plating. We would recommend a re-plating of your item if you want to give it its sparkle back. Details can be found on our repairs and reconditioning page.

• Take extra care when cleaning jewellery with gemstones opals,emeralds and pearls are especially delicate and should be cleaned professionally if unsure, please contact me for further assistance.

• With stud earrings it is a good idea to check that the butterfly are tight on the stems if they are loose you should squeeze the gently between your finger and thumb.

Returns and Refunds     

If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please return the item to us within 28 days of receipt of your purchase.

Exempt from any refund are Bespoke commissions, made to order items or jewellery altered to a customer request and all earrings.

To return an item to us, please follow the below steps:

•           Securely package your item/s in it's original box. 
•  Please return the item to us via a secure, trackable service.
• Clearly address the package to:
  
  Paul Magen
• @ Studio North
• 277 New North Road
• London
• N1 7AA

• Paul Magen. does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer.

 

International Returns     

When returning an item from overseas, please still make sure to follow the above steps.

Paul Magen. does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsiblities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Paul Magen.

Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that a item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item. Alternatively you can contact the customer service team at Paul Magen for further assistance on 07956 822223.

  

Exchanges     

Unfortunately we are unable to offer an exchange of your order. However you can return an unwanted item to us for a full refund and place a new order for an alternative item.

 

Please Note     

Returns received outside of the above stated timelines are accepted at the discretion of Paul Magen

Refunds will be issued within 14 days of Paul Magen receiving your return.

All refunds of undamaged and unworn products that have been correctly return, will be credited to the customer via the original method of purchase. 

Unwanted gifts and goods returned without a receipt may be exchanged for a credit note.

Please refer to our standard refund policy for items that are exempt from refund.

 

Returning Faulty Goods     

In the rare event that goods are delivered faulty or damaged please contact our customer services department on 07956822223 or email us so we can arrange a replacement or a refund. If the package you receive is damaged or open please do not accept the delivery and contact customer services immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by Paul Magen, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repair service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred. 

 

Gift Returns     

If you have received an item as a gift and don't have a receipt, we will happily provide a credit note for the current item price. This can be used on our website against the purchase of a different item with the same or greater value.

Please note that the above terms still apply to all gift returns.

 

Online Order Cancellation     

If you wish to cancel an order placed online at paulmagen.co.uk that has not yet been dispatched, please phone our customer service team on 07956 822223.

Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to request a refund, then a further 14 days to return the item to us. In this circumstance, please follow the above return instructions. 

The above does not affect your statutory rights.

Delivery Information     

At Paul Magen, each piece of jewellery is lovingly hand made in London by Paul and his team of highly skilled jewellers. 
If your item is in stock, please allow 2-3 working days for dispatch.

The availability and delivery times will be emailed once you have placed the order if you need to know beforehand please contact us.

Some of the pieces available for purchase from our website are made specially to order, therefore we ask that you please be aware of our delivery times.  If we need to make your piece of jewellery at our London workshop, please allow a possible 2-3 weeks from the date that you place your order, until your jewellery is dispatched for delivery.

Commissions and bespoke , pieces can take up to 4-6 weeks to make before it is ready to be dispatched for delivery.

 

UK Delivery    

Delivery costs £6.50 per order. We use Royal Mail Special Delivery, a secure service which requires a signature upon receipt.

* Please note that delivery times are dependant on the stock availability of your item. Dispatch times will be shown clearly on each product page and at checkout. Once your order has been dispatched, you will receive a confirmation email with tracking details. Your order will then arrive the following working day.*

 

International Delivery   

Delivery costs £11.50 per order. We use Royal Mail International Tracked & Signed service. Delivery times are estimated at 5-9 working days from the date of dispatch.

* Please note that delivery times are dependant on the stock availability of your item. Dispatch times will be shown clearly on each product page and at checkout. Once your order has been dispatched, you will receive a confirmation email with tracking details. 

Your parcel will need a signature on arrival, so unfortunately we cannot send to an unmanned PO BOX.*
  

How your order will arrive    

Your order will be dispatched in an unbranded external envelope.

Jewellery is packaged in an Paul Magen jewellery box.

*Please be aware that any duty and taxes that may be due in the country of destination, are the responsibility of the customer.* 

Once an order is dispatched, you will receive a notification email, with a tracking number and details of how to track your parcel.

Most of the time your order will be dispatched in a few days. But if you have left it a bit late and need something sooner, or by a specific date, then just give me a call on

07956 822223.