Customer Care & FAQs - House of Garrard

Customer Care & FAQs

HOW DO I PLACE AN ORDER ON GARRARD.COM?

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 Bag" 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.

WHAT PAYMENT METHODS DOES GARRARD.COM ACCEPT?

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 on +44 (0)20 7529 7605.

HOW WILL MY GARRARD.COM PURCHASE BE PACKAGED?

Your Garrard purchase will be dispatched to you in a signature Garrard box and shopping bag. Complimentary gift-wrapping is available - please request after placing your order (see below).

CAN I INCLUDE A CUSTOMISED GIFT NOTE WITH MY ORDER?

Yes. Once you have placed your order, please send an email to [email protected] 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.
WHAT SHIPPING OPTIONS ARE AVAILABLE ON GARRARD.COM?

Online purchases made on garrard.com can only be shipped to addresses within the United Kingdom, United States, Singapore, Dubai and Hong Kong. At present, we are unable to ship to all international destinations. For more information about UK shipments, please contact our Flagship boutique on +44 (0)20 7529 7605 or use our online chat function to speak directly to the boutique team.

WHY DO SOME ORDERS TAKE UP TO 8 WEEKS TO BE DELIVERED?

Certain jewels can take up to eight weeks to be delivered because they are crafted specially for you. Resizing and personalisation also result in a longer delivery time.

For more information, please contact our London Flagship boutique on +44 (0)20 7529 7605.

HOW CAN I MAKE RETURNS?

To return an e-commerce Garrard product, simply send us an email at [email protected] within 14 days of receiving your item. When we have received a request from you, 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: https://garrard.com/returns-exchange-policy/

WILL MY GARRARD ORDER ARRIVE GIFT WRAPPED?

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

HOW WILL I RECEIVE A RECEIPT FOR MY GARRARD ORDER?

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

AM I ABLE TO CHANGE MY PAYMENT OR DELIVERY METHOD AFTER I HAVE SUBMITTED MY ONLINE PURCHASE?

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

WILL I BE CHARGED SHIPPING FEES FOR MY ORDER ON GARRARD.COM?

No. Shipping fees are complimentary for all purchases on garrard.com.
WHAT IS THE IN-BOUTIQUE PICK-UP SERVICE?

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

HOW DO I PLACE AN ORDER ON GARRARD.COM TO PICK UP IN THE BOUTIQUE?

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.* If you intend to send someone else, or a courier service, to pick up your Garrard item on your behalf, please ensure that they have a copy of your in-boutique pickup notification email together with their own valid form of identification.

Valid forms of identification include:

-Passport
-Government-issued driver's license
-Government-issued national/state/province identity card (including
-European ID card
-Military ID card

HOW WILL I KNOW WHEN MY ITEM IS READY TO BE PICKED UP?

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.

WHAT SHOULD I BRING TO THE BOUTIQUE WHEN I PICK UP MY ITEM?

Please make sure you have:

1. A copy of your in-boutique pickup notification email.
2. A valid form of identification.* If you intend to send someone else, or a courier service, to pick up your Garrard item on your behalf, please ensure that they have a copy of your in-boutique pickup notification email together with their own valid form of identification.

Valid forms of identification include:

-Passport
-Government-issued driver's license
-Government-issued national/state/province identity card (including
-European ID card
-Military ID card

WILL VAT BE CHARGED ON ITEMS THAT I PICK UP?

No. VAT is already included in the retail price
DIAMONDS

Diamonds are forever, as the saying goes, yet while they are one of the hardest materials on earth, it is still important to take special care of them. In order to keep your Garrard diamond jewels in great condition for years to come, please follow the following simple guidelines:

Store your diamonds jewels in such a way that each piece is separated from the next so they cannot scratch each other.

Different types of stone have differing degrees of hardness, and harder stones can easily scratch softer stones and metals. Diamonds are harder than any other stone and should therefore be stored individually, separate from any other stones, including diamonds. The best place to store your Garrard diamond jewel is in the box it was presented in, or in a soft fabric pouch.

Never use harsh detergents or alcohol to clean diamonds. Instead, use warm soapy water and a soft brush. To maintain the scintillation and fire of a diamond, rings can be cleaned regularly.

Even though diamonds are a hard-wearing stone, we recommend removing your diamond jewellery if you are embarking on a strenuous activity.

GOLD & PLATINUM

To maintain the condition of your gold and platinum jewellery, it is recommended to use a non-abrasive cleaner and soft cloth to polish your gold regularly.

Keep gold separate from other materials to avoid discolouration.

Do not allow your gold jewellery to come into contact with household bleach. This will cause the gold to discolour and possibly even disintegrate.

Both platinum and 18 carat white gold rings may need repolishing, depending on how much wear and tear they receive. It is best to avoid wearing platinum and white gold rings side by side because they have different degrees of softness.

Remove gold jewellery when you go swimming because the chlorinated water can damage the surface of the metal and tarnish it. We also recommend removing your gold jewels before applying perfume and hairspray, and before using cleaning products.

It is also recommended that you do not wear your gold or platinum jewellery while carrying out any strenuous activities. Precious metals can become scratched or dented if they come into contact with a harder material.

GEMSTONES

To keep your gemstones in good condition, it is important to protect them while you are wearing them. Avoid contact with abrasive surfaces and knocking them against hard surfaces.

It is best to store gemstones separately, ideally in the box in which they were received or in a soft fabric pouch.

If carrying our strenuous activities or labour, we advise taking off your jewellery to protect your gemstones.

It is recommended to use a soft, lint-free cloth to clean your gemstones. Please contact our London Flagship Boutique on +44 (0)20 7529 7605 or submit an enquiry via our contact form for more advice on cleaning your gemstones because with certain stones, it is advised not to use soap, water and liquid cleaners.

To prevent the potential dulling and erosion of your gemstone, avoid contact with any harsh chemicals.

DOES GARRARD RESPONSIBLY SOURCE ITS STONES AND MATERIALS?

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 webpage for more information:

https://garrard.com/the-house/sustainabilityatgarrard/

DOES GARRARD PROVIDE A CERTIFICATE WITH EACH PURCHASE?

The majority of our diamonds over 0.50 carats are accompanied by a GIA certificate. Other important coloured gemstones are presented with certificates from leading independent authorities within the industry.

WHAT IS A GIA CERTIFICATE?

Similar to a thumbprint, a GIA certificate is issued by the Gemological Institute of America (GIA), an independent laboratory and the world's foremost authority on diamonds, to record the different qualities and properties of a diamond. Issued after a diamond has been analysed and graded by the GIA, if the diamond or jewel you have chosen has an accompanying GIA certificate, we will email the e-copy to you after purchase.

WHAT IS SPECIAL ABOUT GARRARD?

Garrard is a world-renowned jeweller synonymous with some of the most iconic and precious pieces in existence. Crown Jeweller and current Royal Warrant holder, for three centuries Garrard has pioneered the modern concept of jewellery with creations that have become a part of British history. Today, Garrard continues to set the benchmark for craftsmanship and creativity and evolve traditions with fresh designs that are exciting to wear.

Since its origins in 1735, Garrard's clients have ranged from Queen Victoria, Princess Diana and Catherine, Duchess of Cambridge to Indian maharajas and musicians, business leaders and fashion icons alike. Whether a bespoke tiara, an engagement ring or a piece from one of its famous collections, Garrard's formula is a magic trilogy of enduring designs, extraordinary jewels and visionary craftsmanship.

Every piece is inspired by the passion and purpose of its clients, and each is designed and crafted in the UK.
DOES GARRARD REPAIR WATCHES?

Garrard stopped selling timepieces nearly 20 years ago and over the intervening years, our ability to carry out watchmaking repairs has similarly diminished. We highly recommend that you visit the British Horological Institute website (www.bhi.co.uk), where you will find details of the qualified members who are closest to you. They will be able to help you with the repair of your Garrard timeiece.
Visit Us

The House of Garrard

To view a piece, collection or to discuss a new commission you can visit Garrard in London or Shanghai.

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