Frequently Asked Questions

We have covered our most frequently asked questions below, however you can also use our live chat feature for any additional help.

Yes, it is completely safe to order on garrard.com. At Garrard we use industry-leading encryption technologies when transferring and receiving client data exchanged with our site server. We always respect your privacy, and we will only disclose your personal information as described in our Privacy Policy.

Shopping on garrard.com is simple and secure. After selecting your item, you can move it to your Shopping Bag by simply clicking on the “Add to Basket” button. Follow the instructions during the checkout process to complete your order. At the end of the checkout process, we will ask for your credit card details, after which your order will be confirmed.

No. A wider selection of Garrard products is available at many of our global outlets, including our flagships in London, Beijing, Shanghai and Riyadh. If you wish to purchase an item that is not shown on our website, please visit one of our international boutiques or contact our Client Care team.

We reserve the right to change prices and delivery costs at any time without prior notice.

We check product and delivery costs regularly to ensure they are correct at the time the information is being entered into our system or communicated to you. However, despite frequent checking, it is always possible that products or delivery costs may be incorrectly priced. If a product or delivery cost is incorrectly priced in your order, we will contact you as soon as possible to flag this error. Should the contact details you provided during the order process be incorrect and we are unable to contact you, we will automatically cancel your order and send you written notification. If our system accepts and processes your order where a pricing or delivery cost error occurs, we reserve the right to cancel the supply of the product and refund you any sums paid.

If, in between placing your order and sending you email confirmation of your order or shipment, there is a change to any applicable laws, the taxes associated with your order may change. Should this change be an increase, we will contact you and request that you reconfirm your order.

The current payment methods accepted on garrard.com are debit card, credit card or American Express. For more information on payment methods, please contact our Flagship boutique team on +44 (0)20 7529 7605 or please use the online chat function. For all other contact methods, visit our Client Care page.

Your Garrard purchase will be dispatched to you in a signature Garrard box and shopping bag. Complimentary gift-wrapping is available – please contact our Flagship boutique team on +44 (0)20 7529 7605 after placing your order. For all other contact methods, visit our Client Care page.

Yes. Once you have placed your order, please send an email to online@garrard.com stating your preferred gift message. We recommend adding your name to the gift message as the package will include no additional information that identifies you as the giver. Your customised message will arrive with your gift package.

If you are buying goods for delivery to an international address, we deduct UK VAT (where applicable) from the product price and you are responsible for any relevant taxes, customs and duties on the order, in accordance with the relevant country’s import laws.

Online purchases made directly via garrard.com can only be shipped to the UK, the US and Canada. However, you may still purchase from Garrard and have your items shipped to many other destinations. This can be facilitated by contacting our Flagship boutique team on +44 (0)20 7529 7605 or please use the online chat function. For all other contact methods, visit our Client Care page.

No. Shipping fees are complimentary for all purchases on garrard.com.

We can gift wrap your Garrard order on request. Please contact us if you require a handwritten note to be placed within your order.

Your order confirmation, delivery notification and invoice will be sent via email, to the address provided during check-out.

Jewels that are not currently available can be created especially for you. The majority have a lead time of 6-8 weeks, with some taking up to 12 weeks to be delivered. Please liaise with our Flagship boutique team on +44 (0)20 7529 7605 or use our live online chat function if you have a specific date by which you wish to receive your item to see if we can accommodate your request. Adding personalisation or resizing also result in a longer delivery time.

No. Unfortunately, once your order has been completed, it is not possible to change the payment or delivery method.

To return a Garrard product purchased on our website, simply send an email to online@garrard.com within 14 days of receiving your item. When we have received your request, we will provide you with instructions on how to return the product to us.

For more information on returning an item, please see our dedicated Returns & Exchange Policy.

The Garrard in-boutique pickup service enables you to collect your online purchase from the Garrard Flagship boutique at 24 Albemarle Street in London.

At the checkout page you will be given the option to select “Collect from Store”. When your order is ready to collect, you will receive an email from the Garrard Flagship boutique. Please wait for this email before going to pick up your item from the boutique and ensure you bring both of the below with you:

1. A copy of your in-boutique pickup notification email.

2. A valid form of identification.

Valid forms of identification include:

  • Passport
  • Government-issued driver’s license
  • Government-issued national/state/province identity card
  • European ID card
  • Military ID card

The Boutique team will notify you via email when the item is ready to be picked up. The length of time it takes for an item to be ready for collection depends on the product category.

Please make sure you have: 

  1. A copy of your in-boutique pickup notification email.
  2. A valid form of identification.  

Valid forms of identification include: 

  • Passport 
  • Government-issued driver’s license 
  • Government-issued national/state/province identity card 
  • European ID card
  • Military ID card

Yes. Sustainability is a core guiding principle of our business and we are accredited by third-party assessors in our practices.  Please visit our dedicated Sourcing & Sustainability page for more information.

Responsible sourcing is of crucial importance to us. We acquire all of our diamonds from suppliers who are approved members of the Kimberley Process certification, ensuring they are conflict-free, and source our gemstones only from sustainably managed ecosystems. Please visit our dedicated Sourcing & Sustainability page for more information. 

It is an accepted industry practice to treat coloured gemstones to enhance qualities such as colour or clarity. Garrard uses gemstones that have undergone reputable treatments, such as heat treatment on rubies and sapphires, and clarity enhancement on emeralds. Garrard also offers a selection of rare and special gemstones that display no indication of treatment.

The majority of our diamonds over 0.50 carats are accompanied by a GIA certificate, while each of the coloured gem centre stones in our Jewelled Vault and 1735 collections is presented with a certificate issued by a specialist gemmological institute. We also provide a Garrard Certificate of Authenticity with every jewellery item purchased.

An independent laboratory and the world’s foremost authority on diamonds, the Gemological Institute of America (GIA) issues a certificate after a diamond has been analysed and graded as a record of its different qualities and properties. If the diamond or jewel you have chosen has an accompanying GIA certificate, it will be sent to you with your online purchase.

For instructions on how to care for your Garrard purchase, please visit our Product Care page.

Our craftspeople are experienced in all aspects of jewellery care. To request a repair, please contact our Client Care team.

Some people come to us for our service – the experience of shopping at Garrard is second to none – while others love the fact that our designers are a passionate team of women designing for women, creating jewels that are exquisite in beauty and effortless to wear. 

Others still are captivated by our celebrated heritage, which stretches back centuries. As Crown Jeweller for more than 150 years, Garrard has long been the first choice for those looking to wear the most exquisite jewellery on earth. From Queen Mary’s consort crown to Princess Diana’s engagement ring, royal tiaras and Crown Jewels, our creations have become part of history itself. 

For a window into what makes us so special, we invite you to visit our flagship store at 24 Albemarle Street in Mayfair, London. Here, you can browse a wide range of jewels and experience the House of Garrard – past, present and future – first-hand.

No. Garrard stopped selling timepieces over 20 years ago and no longer has horologists working in-house for repair work. Please visit the British Horological Institute website (www.bhi.co.uk), where you will find details of qualified members who are closest to you. They will be able to help with your Garrard timepiece.

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