Frequently Asked Questions
About Taylor and Hart
What makes Taylor & Hart unique compared to other jewellers?
Our bespoke design service empowers you to create a more personalised engagement ring than an off-the-shelf piece. Our complimentary design service means there’s no commitment to purchase until you love the design.
Guided from beginning to end by your personal design consultant, you’ll be involved in creating something unique that requires your input just as much as it requires our gemstones, metal, and craftsmanship.
Plus, Our Promise ensures that you will receive the following things:
- A personal service from your design consultant
- The ability to return the ring within 90 days if you’re not 100% happy
- Ethically sourced materials and transparency in our sourcing and process
- Exceptional value and options – with over 150,000 GIA graded diamonds, all backed by our “Price Match Promise”
You can read Our Promise in full here.
Where is Taylor & Hart located?
We have a showroom based in the City of London. The showroom is based at 27 Clements Lane, just a minute walk from Monument underground station or a three minute walk from Bank underground station. This showroom has disabled access on request so please be sure to notify your consultant ahead of visiting.
We’d love for you to visit us for a face-to-face consultation. But if you’re unable to visit London, we can discuss your requirements via virtual consultation, over the phone, email, Skype or WhatsApp. Whatever works for you!
Aftercare consultations take place at our workshop based close to Chancery Lane underground station. Regrettably, there is no disabled access at this location. In these cases, we will make arrangements to host aftercare consultations at our Clements Lane showroom.
Do you have a media kit?
We do! Please email firstname.lastname@example.org to request access.
Shopping with Taylor & Hart
How does the bespoke process work?
Our bespoke design service is what makes Taylor & Hart unique.
To start, you’re assigned a personal design consultant, who will bring your ideas to life in the form of a 3D CAD (computer-aided design). Based on your requirements and price point, they’ll help you select a centre gemstone or diamond.
The design can be amended up to three times. A further three amendments will incur a cost of £100, although 95% of customers do not need more than three iterations. Once you’re happy with your design and final quotation, you can go ahead and place your order online.
If you entirely change your mind on a design that you’ve already iterated and want to go in a totally new direction, you’ll incur a charge of £175 before going ahead with a new design.
See the full process here.
How do I start the process?
Once you’re ready, you can browse our site for inspiration and then schedule a consultation or submit an enquiry here.
You’ll then be asked to share a little more on your ideas and requirements. You’ll be assigned a personal design consultant who will review your enquiry and get in touch.
You can speak with your design consultant via email, phone call or Skype. Alternatively, you can schedule a consultation at our London office to meet with your consultant in person, from 9.30am-7pm on weekdays and 10am-6pm on Saturdays.
How can I purchase one of your rings?
There are two ways to purchase your ring.
You can browse through our customisable products online, and once you find a design you like, you can choose your centre gemstone the ring will be set with. Your personal design consultant will be in touch with you to discuss your gemstone choice and any personalisations you want to add before you complete your order.
Alternatively, you can create an entirely one-of-a-kind ring by speaking with our designers who will work with you to design a custom engagement ring. Whether you’ve seen a design you like elsewhere or you’re looking for some inspiration, your design consultant will offer their insight and guidance throughout the process.
How quickly can you create and deliver a bespoke piece?
Most designs take between 2-5 days to complete. Once you have approved the final design, we’ll create and deliver your bespoke-designed ring in around one month. The exact time frame will be confirmed with you once we know more about your requirements and the complexity of your design. You’ll be updated via email on the status of your ring at every stage of the process.
Can you deliver sooner?
Yes—we have a collection of our most popular express rings that can be with you within five working days, for a proposal that just can’t wait.
Can I see my ring before buying?
As an online jeweller, we’re able to offer exceptional value compared to traditional jewellers by not holding stock and not having the high retail rent costs these jewellers often have.
Still, for such a valuable purchase, you’re probably keen to touch-and-see the ring before buying, so here’s what we can offer you:
- If you’re considering one of our collection designs, you can visit our London showroom to view a replica of your collection design in person.
- If you want to get an idea of how your bespoke design might look, we can make a resin of the design you’ve created. This adds an additional five working days to your design process, but if you’re unsure of the design and have time to play with, we recommend you order the resin to get a feel for the design and its scale in person.
Can I see my diamond or gemstone before buying?
We have over 20,000 diamonds on our diamond search tool that have corresponding photos and videos. We can also contact our suppliers for photos of gemstones.
In addition, we purchase our diamonds and gemstones directly from the polishing companies that cut them. By cutting out the middlemen, we can pass the savings on to you.
While we might not be able to show you your exact diamond or gemstone (because we don’t keep most of our gemstone collection at our showrooms), if you’re able to visit us in person we may be able to show you similar stone options for your reference.
Can I upgrade my diamond in the future?
Yes, we offer a range of options for upgrading your diamond to something larger or a stone with higher quality characteristics. Please note that changes in the carat weight, dimensions, or shape of your diamond may require an adjustment to the ring setting or a full remake, so additional fees may apply. Please contact your sales consultant for a personalised quote.
For further information, read our Diamond Upgrade Policy.
Can you help me keep the engagement ring a surprise?
To ensure that your proposal goes to plan, we can contact you discreetly and arrange for rings to be delivered to an alternate address. However, to avoid the risk of fraudulent transactions being made, we ask that you register the alternative address with your credit card provider prior to making a purchase.
Your order will be shipped in low-profile packaging free from Taylor & Hart branding, ensuring the surprise is all yours.
Can I add an engraved inscription to my ring?
Yes. Our complimentary engraved inscription is done by laser. If you would like an additional inscription to add detail to other parts of the ring, we can include this in your quote. If an engraved ring has to be resized a second time and then re-engraved, a fee of £115 will apply for the second resize and inscription.
Click here for some inscription inspiration.
Are there any limits to what you can design and create?
We can design and create almost anything but sometimes we’ll offer suggestions on how to ensure your ring stands the test of time. Likewise, our production team may have specific requirements which we’ll discuss with you. Just let us know your ideas and we can create your complimentary design within a few days.
Can I use my own diamond or coloured gemstone?
Yes! If you have inherited, purchased or received your diamonds elsewhere, we can still create your bespoke ring. Our policy for any diamonds you provide us are as follows:
- If your diamond is uncertified, we’d love to view and examine it in person before confirming if we can use it. We kindly ask that you send/bring your diamond(s) to us at your own expense.
- There’s a setting and handling fee of £250 for the first diamond, and £100 for each subsequent diamond set.
- Diamonds must meet our minimum quality standards. For diamonds these are: at least 0.20ct, D-M colour, no overtone and 100% eye-clean, no visible scratches, no inclusions on the girdle, no strong bowtie. Get in touch if you’re unsure of your stone’s quality standards.
- If your diamond is not graded or certified, we’ll have it done at WGI London for a cost of £200. If additional diamonds require certification, subsequent diamonds are £120 per diamond.
Unfortunately, we’re unable to use customer’s own coloured gemstones at this time.
Can I remove or swap the ruby for another gemstone or diamond?
All of our rings come with a complimentary ruby set inside the band.
Yes, we can remove the ruby altogether or we can set another gemstone, instead of a ruby. You may swap the signature ruby for a signature gemstone from the list below, for a £50 fee:
- Emerald (green)
- Sapphire (available in pink, yellow, blue, green & orange)
- Garnet (red)
- Tsavorite (green)
- Citrine (yellowy-orange)
- Topaz (available in Swiss blue & London blue)
- Peridot (green)
- Amethyst (purple)
- Aquamarine (blue)
- Tourmaline (available in pink & green)
- Spinel (available in black & red)
- Tanzanite (bluish-violet)
- Alexandrite (green)
- Zircon (blue)
Please note, designs with a 1.6mm wide band can only be set with either a ruby, emerald, blue sapphire, pink sapphire or diamond.
Diamond signature stones are available on request and will incur a higher additional fee, which will be calculated at the time of quotation.
Which metals do Taylor & Hart recommend?
We work with 18 carat white, yellow and rose gold and 950 platinum. While all our metals are stunning, for a white metal ring we recommend platinum due to its endurance and natural white colour. All white gold is plated in rhodium to give it a bright white appearance. With normal wear white gold will need to be re-plated every 1-2 years to maintain its original appearance.
Can you create a wedding ring that matches or fits next to my engagement ring?
Yes! Each of our rings is brought to life from 3D computer assisted drawings of your design. But as your engagement ring is finished by hand, there will likely be the subtlest of differences between the 3D CAD and the finished piece, which typically only become evident if you require a ‘shaped’ wedding ring design that curves or shapes around your engagement ring.
In order to create a fitted or matched wedding ring, send or bring your engagement ring to us. We’ll then take a direct 3D scan of your engagement ring, and use this to craft your wedding ring.
As our crafting process takes up to 30 days, we do require your engagement ring for the entire duration. This ensures the fit and match is as perfect as possible.
We do stress that sending back your engagement ring to us is the best way to achieve a fully-flush finish or match.
How and where do your rings get made?
The design stage takes place in London with our very talented consultants who create 3D images and sketches of designs. Once ready to be produced, the design is 3D printed and then cast into its chosen metal. Our diamonds are primarily sourced from India, the US and Hong Kong. All orders are hand-finished in Hatton Garden, London’s historic jewellery quarter or sent to our craftsman based in Birmingham’s jewellery quarter.
To read more about how our rings are made and our supply chain, visit our ethical engagement rings page.
How are the rings packaged?
Every Taylor & Hart ring is nestled in our delicate faux leather ring presentation box to ensure your ring is kept safe. Your package will also contain a polishing cloth and ring pouch.
Our shipping packages are free from our branding, ensuring that the surprise is all yours.
Diamonds & Gemstones
Where do your diamonds come from?
We source diamonds globally from diamond manufacturers that comply with the United Nations Kimberley Process in order to ensure all of our diamonds are ethically sourced. To read more about our ethical sourcing policy, visit our ethical engagement rings page.
What are the 4 Cs?
The ‘4 Cs’ represent the four main characteristics of diamonds that are most commonly used to grade and categorise them. They include cut, colour, carat, and clarity. To learn more, please visit our Diamonds Basics guidance page.
How can I be sure I am receiving the actual diamond I have paid for?
Most of our natural diamonds come with a unique digital GIA grading report that is specific to the diamond you’ve purchased.
Each GIA graded diamond is laser inscribed with a discreet serial number on the girdle which can be read using a 10x loupe.
Should you take this diamond to any jeweller, weigh it or examine it using a 10x magnifying loupe, you will see that the characteristics listed in the report correspond precisely to those of the actual diamond.
Visit our GIA graded diamonds guidance page for more information.
For lab grown diamonds, the majority come with a grading certificate from GIA, The International Gemological Institute (IGI), or the Gem Certification & Assurance Lab (GCAL). Be sure to check with your consultant if you want more information on lab grown diamond grading.
What types of gemstones and diamonds do you offer?
For longevity purposes we recommend diamond, ruby, emerald, sapphire, tourmaline and spinel as centre stones for engagement rings.
Payments & Prices
What payment methods do you accept?
We accept the following payment methods during checkout:
- VISA debit and VISA credit cards
- Mastercard and Maestro
- American Express
- Bank transfer
- Finance options through our finance provider, Klarna (interest-free plans are available)
Read more about our finance or payment options here.
Do your prices change often and how long are quotes valid for?
Our prices are regularly updated to reflect changes in exchange rates as well as metal, diamond and gemstone prices.
When you’re ready to commit to a design and diamond/gemstone, let us know and we’ll:
- Lock in the ring price for you so that it is fixed for a period of seven days
- Put your diamond/gemstone on hold for 24 hours so that it isn’t sold to another customer
The price on any finalised quote sent to you by a Taylor & Hart consultant is valid for up to seven days. Even so, some diamonds/gemstones quoted may sell out if they’re not on-hold, in which case we’ll provide a few replacement options.
What is the "starting from" price for bespoke designed pieces?
Our bespoke design service starts from £1,600.
How do I measure my ring size?
It’s pretty uncommon to know your partner’s exact ring size, so not to worry if you’re unsure. If asking them out-right isn’t an option we have numerous ways to find out by following the suggestions from our ring size guide. Our ring size guide should provide you with some options as you must have an approximate ring size before you place your order.
What if I need the ring resized?
For our UK and US customers, we offer one free ring resize with every purchase within 90 days of receiving or collecting your order. Second or additional resizings outside of this 90 day period are possible for UK customers at a fee of £75 and if there’s an engraving, re-engraving will cost an additional £40 on top of that.
For UK & US customers, we kindly ask that you bring the ring back to our showroom and/or cover the cost of shipping the ring back to us, but we’ll ship it back to you free of charge. Unfortunately, we’re unable to offer resize services to customers outside of the US & UK.
Please note that if you need your ring resized by more than two sizes within 90 days, there may be a fee to remake the ring starting from £300 incl. VAT. Visit our Resizing Policy for more information.
Do I receive updates after I have placed my order?
Yes. You’ll receive updates at several stages of the ring production process, letting you know that your ring is on schedule for your desired delivery date.
How should I care for my ring?
While diamonds and precious metals aren’t easily damaged, they do require frequent care and maintenance. We have several simple habits that will help avoid damage to your ring and some tips on how to take care of your ring.
Can I send my ring in for polishing and cleaning?
We hope you do! We recommend that you send your ring back to us to make use of your complimentary lifetime annual care package to check everything’s in order. We’re happy to clean and polish your ring more than once a year for an additional fee.
How can I and where should I have my ring insured?
For UK customers, we recommend insuring your ring with Juno.
Do you offer a certificate of appraisal?
No, we don’t. But not to worry–our recommended insurer won’t require an appraisal to cover your item.
Shipping, Taxes & Returns
Do you ship internationally?
Absolutely. We proudly ship worldwide, although there may be an additional shipping charge for most countries outside of the US, UK, EU, Canada and Australia.
Are there any shipping fees or taxes that I will have to pay?
Orders being delivered outside of the UK, EU and US may be subject to additional duties and taxes and customers are liable for these payments. We can attempt to estimate these, but cannot guarantee the estimate will exactly match the cost. Please contact your consultant for further details.
How will the parcel be delivered?
Orders within the UK are shipped to be delivered next day in most cases.
Delivery times for European shipments outside of the UK vary, so please contact email@example.com to find out more about postal orders to your region.
All shipments are fully insured and tracked. The parcel will not feature any Taylor & Hart branding, so there’s no need to worry about the delivery giving away your big surprise.
Will the delivery be insured?
All shipped orders are fully insured and tracked. We’ve got an excellent delivery record with their Special Delivery service.
Can you ship to an alternative address?
We can definitely ship your ring to an alternative address, but to avoid the risk of fraudulent transactions being made, we ask that you register the alternative address with your credit card provider prior to making a purchase.
How long does delivery take?
Once you’ve finalised your custom design and checked out, you’ll receive your ring in 10-20 working days using our standard delivery service. Designs from our collection will display the delivery time on the product page. If you’re in a hurry, our express rings are available within five working days.
What is your return policy?
We offer customers the opportunity to return their product within 90 days of their order being delivered.
Should you decide to return your item, we’ll issue you a refund, unless you have been notified otherwise by your consultant prior to your purchase.
For a full refund, all we ask is that the ring is returned no later than 90 days after the delivery date, in its unworn and original condition without any damage, and with all accompanying documents and materials.
While we do offer all clients free shipping when delivering your order, we kindly ask you to cover the shipping charge when returning to us.
See our full Returns Policy.
What if I want to return my order and I cannot find the certificate?
The grading certificate(s) must be returned with the diamond(s) ordered as these aren’t possible to replace.