Frequently Asked Questions

At G. Collins & Sons, we take great pride in offering a personal and considered service. Below, you’ll find answers to some of the questions we’re most often asked. Should you require further assistance, our team would be delighted to help.

Shipping and Delivery

Where do you deliver? We offer secure delivery throughout the UK and internationally. For bespoke or high-value pieces, we recommend contacting us directly to arrange a tailored shipping solution.

What are your delivery fees? UK orders under £300 incur a £10 delivery fee. UK orders over £300 are delivered complimentary. International orders under £2,000 incur a £150 delivery fee. International orders over £2,000 are delivered complimentary.

Where is my order shipped from? All orders are carefully prepared and dispatched from our Royal Tunbridge Wells showroom.

How is my order packaged? Your jewellery will arrive beautifully presented in our signature packaging. Gift wrapping is available and can be selected at checkout.

Orders and Payments

Which payment methods do you accept? We accept all major credit and debit cards, bank transfers, and selected digital wallets.  

Can I check my order status? Yes. You’ll receive confirmation via email once your order is placed. For further updates, please contact our team directly by calling 01892 534018 or emailing sales@gcollinsandsons.com. 

Can I change or cancel my order? If your order has not yet been processed, we will do our upmost to accommodate any changes. Please contact us as soon as possible. 

Do you offer instalment payments? We do not currently offer instalments. 

Can I order by phone? Certainly. Our showroom team is available to call on 01892 534018 or message directly on +44 7951 426007 and we will be pleased to assist you. 

What if a product doesn’t show a price? Some pieces are priced on application. Please contact us on 01892 534018 or +44 7951 426007 for further details. 

Can I personalise or engrave my order? Yes. Many of our pieces can be engraved or customised. Please enquire at the time of purchase. 

Can I change the delivery address? If your order has not yet been dispatched, we can update the delivery address. Please contact us as soon as possible. 

Is an item in stock if it’s sold out online? Some items may still be available in-store. Please call us on 01892 534018 to check availability. 

Need further help? We’re here to assist. Please contact our team directly by calling 01892 534018, messaging +44 7951 426007 or emailing sales@gcollinsandsons.com, and a member of our team will be happy to help. 

Returns and Exchanges

Can I return an item for a refund?  We are sure you will love your purchase but should you have made the wrong selection you can return online orders within 28 days and we will be happy to arrange an exchange or a full refund for you. We do not offer refunds on items purchased within our showrooms. We are able to offer, at our discretion, an exchange or credit note for the full purchase value where the item is returned within 12 weeks of the original transaction date. Credit notes remain valid for a period of one year from the date of issue. 

 Please see our Terms of Sale for more information. 

Patek Philippe goods are excluded from exchange or credit. 

Can I exchange an item? Yes. We can offer, at our discretion, an exchange or credit note for the full purchase value where the item is returned within 12 weeks of the original transaction date. Credit notes remain valid for a period of one year from the date of issue. 

Can gifts be returned or exchanged? Yes. We can offer, at our discretion, an exchange or credit note for the full purchase value where the item is returned within 12 weeks of the original transaction date. Credit notes remain valid for a period of one year from the date of issue. 

Your Account

How do I create an account? You can register online or speak with our team during your visit. 

Forgot your password? You can reset your password here or contact us for assistance. 

How do I manage email subscriptions? You may subscribe using the link at the bottom of our website. You may unsubscribe via the link in our newsletters or contact us directly to be removed from our mailing list. 

Our Jewellery

How do I find the right size? We always recommend booking an appointment for a fitting to ensure your chosen piece fits you perfectly. You can request an appointment here.  You can access our ring size guide here for an approximate guideline.  For necklaces and bracelets, we recommend a professional fitting. 

Are your pieces certified? All the diamonds and gemstones we use are natural stones which are ethically sourced, details of certification will be in the product description when applicable. 

Where do your gemstones come from? We source from suppliers who share our commitment to quality and ethics. You can learn more about our practices here, or read our Supplier Code of Conduct. 

Where is your gold sourced? We are committed to providing you with full transparency and traceability for your jewellery pieces. Our bullion supplier solely supplies single-mine origin gold. Meaning that every gram weight of their gold is fully traceable from a single, responsible mine to our final products – all accredited with the highest responsibility standards.  

Can I commission a bespoke piece? Yes. Whether adapting an existing design or creating something entirely unique, our in-house experts are here to bring your vision to life. Request an appointment here to begin. 

Are your items hallmarked? Yes. All applicable pieces are hallmarked in accordance with UK law. 

What are the 4 Cs? Cut, Colour, Clarity and Carat—these are the key factors in diamond grading. Learn more in our Diamond Guide. 

Can my jewellery be resized? This depends on the item of jewellery. Our specialist team will need to first assess the item to determine whether it can be resized or not.  To arrange a resizing consultation please contact our team directly by calling 01892 534018 or emailing sales@gcollinsandsons.com 

Care and Repair

Do you offer repairs? Yes. All repairs are carried out in-house, ensuring your piece never leaves our premises. To discuss or book a repair, please contact us. 

Do you offer polishing? Yes. We offer professional polishing and cleaning to restore your jewellery’s natural brilliance. 

How do I care for gemstones? Each stone is unique. Our team of gemmologists will be pleased to advise on specific care requirements. 

Do you offer valuations? Yes. If your item/s were purchased from us and you have the original receipt or valuation, we are happy to offer this as a complimentary service. If your item/s were not purchased from us we charge £180 for the first item, followed by £75 for each additional item. Please note, there is an additional charge of £75 per carat for items over 1ct. Valuations typically take 4–6 weeks. We use an independent valuer who visits us every two weeks, ensuring your item/s never leave our Royal Tunbridge Wells showroom. 

Do you replace watch batteries? Yes. Our in-house watchmaker offers full battery replacement and resealing for a £50 fee. 

Visit Us

Where can I find your showroom? You can visit both of our showrooms in Royal Tunbridge Wells.  You’ll find them at 76/78 High Street, Royal Tunbridge Wells, Kent, TN1 1YB and  63 High Street, Royal Tunbridge Wells, Kent, TN1 1XU 

Can I book an appointment? Yes. Appointments can be booked online or by calling  01892 534018. 

Other Enquiries

Marketing, Press and PR: For media enquiries, please emailsales@gcollinsandsons.com