Frequently Asked Questions

How Do I take advantage of my free cleaning and polish

When you purchase a Diamond Engagement ring or A Wedding ring you are issued a small cleaning card you simply show this to our assistant when you bring the ring into our store. 

Do I have a Guarantee with my Purchase

We give a life time warrany with all our Wedding and Engagement ring which you recieve in an email with your purchase

How do I clean my Jewellery at home.

You can purchase Jewellery Cleaner in most Jewellery shops. You can buy silver Cleaner and gold cleaner and their are a lot of very effective products on the market but we urge you to read the instructions carefully and advise you not to put white gold in jewellery cleaner as this will remove the rhodium plating. 

When we clean your Jewellery we also polish it for you which removes any surface scaratches which brings back it true luster. If your ring is white gold we also rhodium plate it for you.

 

How will I recieve my order

You receive your order with in 14-21 days if it is a made to measure product if it is a ready made item 2-3 working days.

We use Royal mail Registerd post for items over £100.00 and Recorded delivery for items under £100.00

For registed post we use the silver bags supplied by the Royal mail, for recorded delivery we usa a plain padded envelope.

Inside you will recieve your goods a gift box and gift bag an Insurace Valuation and Diamond certificate if applicable along with a returns form. 

Can I change the delivery address after I have placed my order

You can do by emailing us info@johnmckayjewellers.com unfortunatley if we have dispatched the item we will not have the power to redirect it for you.

 

What happens if the item doesn't fit

Simply return your ring to us with the returns form stating the new size you require and we will rectify this for you and return it to you, if it is a ring with out a pattern on the outside we should be able to return this to you with in 2 working days. If it is a patterend wedding ring it can take up to 7 days.

How do I cancel an order

By contacting us on 0141 889 4904 or emailing us info@johnmckayjewellers.com

Can I track my order

You will be emailed when your goods are dispatched which contains a tracking number and a link to the Royal Mail tracking.

Do I have to post you my engagement ring

No We can send you a mould kit which is easy for to use in your own home. We also send you a list of questions so we can determine which metal you require if you wish to add diamonds, how many Diamonds you would like and how you would like them set. We also ask you to send us some images of your ring by email or tex. 

To see how simple it is to use the mould kit click the link below. 

There is a charge of £35.00 for our mould kits which is credited against the cost of your ring when you proceed with manufacturing.hthttps://plus.google.com/111017844291782230032tps://plus.google.com/111017844291782230032

Do I get a refund if Im not satisfied with the product

It is important to us you are compaltely satisfied with your purchase if for any reson you are not satisfied then return it to us with in 30 days of your purchase in the original gift box with the returns form, un-worn, undamaged and we will refund or exchange your product in accordance to our terms and conditions below.

Online Purchases: If you purchase one our ready made products simply send it back to us with the returns slip and we will refund the money as soon as we have recieved your package.

PLEASE NOTE IT CAN TAKE UP TO 5 WORKING DAYS FOR YOUR REFUNDS TO REACH YOUR ACCOUNT. The time it will take for the moneys to go back into your account depends on your bank if you have not recieved your refund in 5 days then please contact us on 0141 8894 904 or email us at info@johnmckayjewellers.com 

Bespoke items: If you purchase a made to measure item we are happy to exchange this for you within 30 days of purchase if the item has not be worn. if the item you choose to exchange you order for a less expensive there will be no refund.

Engraved Items: We do not offer a refund but will exchange the item with in 30 days of purchase.

Wedding rings: all our wedding rings are made to measure so we do not offer a refund on our wedding rings we offer an exchange with in 30 days of purchase, if the item exchanged is less than the origonal product cost we do not issue a refund. 

 

 

 

How do I know my ring size

If you wish to contact us we can send you a ring sizer to measure your finger. info@johnmckayjewellers.com

 

Do I get an Insuarance Valuation

Your recieve a valuation for Insurance with all our Diamond Jewellery and Wedding Rings along with your goods, you will also recieve a valuation attached to your dispatch email

Are the Diamonds Certified

Yes all our Diamond Jewellery comes with a Diamond certification. 

Is the item Hallmarked

Yes all our products are hallmarked, stamped at the Birmingham or Edinburgh Assay Office.

The marks included are: Sponsor's Mark: The registered mark of the company that submitted the article for hallmarking,

Fineness Mark: Tells you the precious metal content, expressed in parts per thousand,

Assay Office Mark: Tells you which Assay Office tested and hallmarked the article.

 

Do I need an appointment to visit your store

Our opening hours are 9.00am until 5.30pm Monday to Saturday and we welcome you to visit us at any time that suits you. 

We offer out of hours appointments for a Sunday and early evenings. If you are visiting us on a Saturday we do advise you book an appointment if you wish to speak to our Jeweller or designer. 

Do you offer a repair service for goods not purchased from you

https://https://vimeo.com/287779527vimeo.com/287779527    Click the link to find out about our repair services 

 

Do you supply insurance.

https://www.thmarch.co.uk/

Yes we can supply Insurance from T.H.March Insurance for more informtion contact us 0141 8894904 or email us info@johnmckayjewellers.com or click the link above

Do you engrave Jewellery

Yes for prices and more information click the link below 

http://www.johnmckayjewellers.co.uk/support/knowledgebase/view/256

I would like my partners fingerprint engraved on a wedding ring, is this possible?

Yes we can certainly create this for you, either outside or inside of the ring, we would take a few prints and pick out the best one to use. 

Do you sell Titanium, Tungsten or Carbon Fibre rings

We carry a range of these rings in store which we import we do not make these ourselves as we can only work with precious metals. They are not on our website as they are not available in all sizes and we do not give a life time warranty with thee rings as we can not repair or size them.

Do you stock Jewellery thats not on your website

,Yes we have a massive range of stock in our store In Silver,Gold, Platinum and Diamonds with Gem stones as well as Several brands of Watches.

We stock one of a lot of designs rather than a lot of one design as we try to keep our jewellery equisite.

If you are looking for something in particular we will try and source it for you and if we cant source we will make it for you.

Do you make Jewellery from old jewellery

We can design and manufacture jewellery using your own Gold and stones. We can also provied you with designs by email before you commit to the work commencing.

Why are your prices lower.

Why are your prices so much lower than other high street and internet jewellers?

We manufacture all of the jewellery in our own workshops, so we are able to offer them at the best possible price. We source our Diamonds from Antewrp, and India cutting out the middle man and our metal comes direct from the Bullion Dealers. cutting out the wholesalers profit and V.A.T.

 

How do I know the weight of my ring

What is the difference between a medium and heavy ring in the 'width' selection?

The difference is the thickness or the depth of the ring. So the heavy ring is thicker than a medium ring, and therefore heavier in gram weight. After you have made your width selection in the 'Options' section you can see what the mm thickness is under the ' Band Details' section for Plain Bands

How does the shaped wedding ring service work.

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Please click the link above to view a short Video on how we conduct our Postal service.

What information shall I include on my Shaped Pack form?

Your ring will be designed from the information provided on the sheet, so please include as much information as you can. If you have seen a ring on our website please include the product number and your preferences. You can also include images of other rings you have seen online, a drawing of what you would like, or even a detailed description including preferred metal, width (we would recommend same width as engagement ring) diamond size, colour and clarity etc. 

Why is the 3d scan of my ring shorter than the designed ring? The green image will show your ring as being shorter than the design we have created because we have removed this part of your ring from the 3d scan. The design however perfectly matches the depth of your ring in every way, and this removed part should be ignored. When 3D scanning your ring, we hold the ring with tweezers to ensure it can be scanned steadily, but the tweezers are including in the final output scan.This then needs to be removed, which is why the 3d scan of your ring has a piece missing at the bottom.