FAQ & Policies
How is your jewellery assessed or tested?
Every piece of jewellery is tested by us using XRF testing equipment to identify the gold purity, including its exact carat value. We use the Thermo Scientific Niton XLT 898 that is maintained as well as professionally calibrated and serviced as needed in line with the manufacturer's guidelines. (Last calibration: October 2025) All gemstones and diamonds are tested and assessed using various industry approved methods. Gemstones are initially tested with a Presidium Gem Tester, followed by UV, refractive, spectroscope analysis if required. Diamonds (large or small) are tested using a Gemlogis Belize Diamond Segregator. It is Assure tested and certified by the Natural Diamond Council. This is used to distinguish between natural (earth mined) diamonds, lab grown diamonds (CVD/HPHT), moissanite and simulants.
Which payment methods do you accept?
We take payment through most debit and credit cards as well as PayPal. We also accept direct payments using bank transfer/Wise as these attract a more favourable exchange rate for International customers. Paypal-in-3 is offered as a method of layaway via our website - this enables you to pay in instalments over a set period of time and receive the item straight away. If you would prefer to pay via Wise or bank transfer, please contact us to arrange.
UK Shipping
We aim to ship orders within 1-2 days of order placement. But please be aware that this is not always guaranteed. All orders are fully insured and sent by Royal Mail Guaranteed Special Delivery. For items posted within the UK - if your item doesn't arrive within 7 working days from the postage date please let us know and we will file a claim on your behalf. All claims can only be submitted 25 days after the item was posted.
International Shipping
USA: All items to the USA ship PDDP (Postal Delivered Duties Paid) which means all tariffs and additional fees will be covered and paid by Goldhawk Jewellery at the point of booking the shipment in. Ltd at order placement. There will be no surprise fees before or on delivery! Rest of the World: All items are correctly labeled with HS Codes for customs. Please ensure you are aware of any VAT, Customs and Import taxes for where you are located as this will be the buyer's responsibility to pay. Do feel free to contact us to discuss as we want to be helpful :) Items returned due to unpaid customs/duty/tax charges are non-refundable. Shipping cost and method depend on the value of the item. We use Royal Mail/local Postal System or DHL Express. Items posted via Royal Mail/local Post usually take 5-7 days. However, it can take up to 4 weeks to arrive (depending on location and customs). Items sent via DHL Express aim to be delivered in 2-3 days (depending on location and customs). For lost or damaged items, please allow at least 20 days from the claim entering the system for a refund. The claim cannot be made for 25 days past the delivery due date. Contact hello@goldhawkjewellery.com to assist.
What is your return policy?
We want you to be thrilled with your purchase. So if for any reason you are not, we offer a 14-day return policy. We will refund you, excluding any original delivery cost (this varies depending on your location and cost of the item - and is not necessarily the price that you paid in your order), to your original payment method within 14 days of receiving the item back, providing that it is in the same condition as when it was sent out (unworn, unaltered, and undamaged). The original branded ring/chain box should also be returned. The buyer is responsible for the cost of the return shipping and this will not be refunded. We do not offer returns on sale items, discounted items, altered pieces (such as those that have been re-sized by us or you) or items that have been purchased through a layaway payment plan (including Paypal in 3 or direct with us). Please note that any purchase cancelled before shipping will be charged a re-stocking fee of 10% of the order total. Should you wish to return an item, please contact us on hello@goldhawkjewellery.com quoting your order number and we will issue the return address and further details you may need. The item must be returned by a fully insured method, in the original packaging and condition to the address given. If the item is sent to the incorrect address or we are not notified before posting a return, any costs incurred will be deducted from the total refund. Once the item is received and confirmed to be in its original condition, the price of the item minus the original postage cost will be refunded to the original payment method. If returning from outside the UK the item must be returned with the original customs form, clearly marked 'RETURN' on the outside of the parcel and any customs paperwork. If any customs charges are incurred shipping the item back into the UK, these will need to be paid for by you, the buyer, or they will be deducted from the refund total. Any original tax/tariff/handling fee charged to Goldhawk Jewellery at time of shipment or return will not be refunded. ​ If the item arrives damaged please contact us as soon as possible to arrange a return. You must sign for the package and include the word "damage". You must send photos of the parcel in the condition it arrived in to hello@goldhawkjewellery.com. We can not accept returns on items where damage occurs once worn.
What's the best way to care for my jewellery?
Most of our pieces are at least 50 years old. Along with their age will come signs of love and wear. They have lived and can be fragile. Most are not pristine and that is what makes them special. Although most of our pieces are for showing off every day, it is recommended to remove before sleeping, exercising, showering and cleaning with chemicals. Most items can be delicately cleaned with warm water and mild soap. If you have any questions about your specific piece please do feel free to contact and we would be happy to help! ​ If your piece has gemstones, we always suggest having your pieces looked at by a jeweller over time to ensure that the prongs or settings are still secure.