Frequently Asked Questions
Q: How long does it take to have a custom design created?
A: The time it takes to create a custom design varies depending on the intricacy of the piece. However it generally takes 4 to 6 weeks to complete the process from start to finish.
Q: What times do you offer appointments?
A: Our jewellery design studio is open Tuesday to Saturday between 9am and 5pm. We do understand that some customers may only be available at certain times, so we do also offer after hours consultation upon request.
Q: Do we have to pay a deposit on all work commissioned?
A: A deposit of 50% is required upon the commencement of all custom designs commissioned, while repairs generally do not require one unless specified during the initial consultation. All custom designs and repairs need to be payed in full before receiving your finished piece.
Q: Do you have a layby policy?
A: We do offer a layby service on all custom made designs. A payment plan can be organise with us, but the piece can not be collected until the last payment is made.
Q: What is the average turnaround on jewellery repairs and alterations?
A: On average, all basic repairs such as polishing, rhodium plating and resizing will be picked up and returned in 3 working days. More in depth repairs such as replacing stones and altering designs may take a little longer and as such will be discussed during the initial consultation.
Q: Do you take international orders?
A: At Matthew Alexander Jeweller we pride ourselves on being a world class brand, offering a world class product. As such we have secured a globe clientele. No matter where you live, we strive to make the ordering process as simple as possible. All it takes is an E-mail, phone call or inquiry through this website and we can get the ball rolling. (We even offer consultations by Skype or other video calling methods.)
Q: Do you offer a guarantee?
A: We believe that jewellery should not only be made to look beautiful, but also be made to last. It is for this reason that we offer a Lifetime Warranty on all manufacturing faults. This ensures that if it is deemed the piece was manufactured with a fault we will repair or replace it free of charge at any time.
Q: What Payment methods do you accept?
A: We accept a number of different payment methods. Both cash and cards (including Visa, MasterCard and American Express) are accepted.
Q: White gold, Platinum or Palladium... Which one should I choose?
A: Platinum and Palladium are two precious metals in the same family. They are a similar colour, but have a few basic differences. Both these metals are vastly different to that of white gold. Both Platinum and Palladium are 95% pure, in comparison to white gold which contains 75% gold. Both Platinum and Palladium are a lot harder wearing than white gold making them great for people who are hard on their jewellery. In terms of weight platinum is the denser of the 3 metals being about a quarter heavier than 18ct white gold and just under twice the weight of palladium. It is this attribute that contributes to platinum pieces having a more substantial feel than other precious metals and a higher quality reputation. When it comes to colour, both platinum and palladium are naturally white metals, requiring no additional plating. It is for this reason that we often recommend platinum or palladium where possible, for pieces such as wedding and engagement rings that are worn everyday. This approach may be more outlay at the time of purchase, however compared to the cost of yearly rhodium plating it will save you in the long run.
Q: Is 9ct or 18ct gold more durable in jewellery?
A: To tell the hardness and therefore durability of metal, scientist use a scale called the Vickers scale (The higher the number on the scale the harder the metal). When it comes to the difference in hardness between 9ct and 18ct there is actually very little between them, with 9ct scoring a value of 120 and 18ct a value of 125. This shows scientifically that in practical applications the wear of both 9ct and 18ct is very much the same.
Q: How often do I need my white gold rings re-rhodium plated?
A: On average the manufactures of the solution itself recommend renewing the rhodium plating on a ring roughly every 6 months to 1 year. For this reason we leave the piece in the solution slightly longer as we find this ensures a thick plating that is more durable (however this is still dependent on the general wear and tear the ring is subjected too).
Q: How should I clean my jewellery?
A: To keep your jewellery looking its best it is important to have them professionally cleaned and polished by an experienced jeweller. However in the time between there are a number of ways you can keep them looking nice and shinny.
A: The time it takes to create a custom design varies depending on the intricacy of the piece. However it generally takes 4 to 6 weeks to complete the process from start to finish.
Q: What times do you offer appointments?
A: Our jewellery design studio is open Tuesday to Saturday between 9am and 5pm. We do understand that some customers may only be available at certain times, so we do also offer after hours consultation upon request.
Q: Do we have to pay a deposit on all work commissioned?
A: A deposit of 50% is required upon the commencement of all custom designs commissioned, while repairs generally do not require one unless specified during the initial consultation. All custom designs and repairs need to be payed in full before receiving your finished piece.
Q: Do you have a layby policy?
A: We do offer a layby service on all custom made designs. A payment plan can be organise with us, but the piece can not be collected until the last payment is made.
Q: What is the average turnaround on jewellery repairs and alterations?
A: On average, all basic repairs such as polishing, rhodium plating and resizing will be picked up and returned in 3 working days. More in depth repairs such as replacing stones and altering designs may take a little longer and as such will be discussed during the initial consultation.
Q: Do you take international orders?
A: At Matthew Alexander Jeweller we pride ourselves on being a world class brand, offering a world class product. As such we have secured a globe clientele. No matter where you live, we strive to make the ordering process as simple as possible. All it takes is an E-mail, phone call or inquiry through this website and we can get the ball rolling. (We even offer consultations by Skype or other video calling methods.)
Q: Do you offer a guarantee?
A: We believe that jewellery should not only be made to look beautiful, but also be made to last. It is for this reason that we offer a Lifetime Warranty on all manufacturing faults. This ensures that if it is deemed the piece was manufactured with a fault we will repair or replace it free of charge at any time.
Q: What Payment methods do you accept?
A: We accept a number of different payment methods. Both cash and cards (including Visa, MasterCard and American Express) are accepted.
Q: White gold, Platinum or Palladium... Which one should I choose?
A: Platinum and Palladium are two precious metals in the same family. They are a similar colour, but have a few basic differences. Both these metals are vastly different to that of white gold. Both Platinum and Palladium are 95% pure, in comparison to white gold which contains 75% gold. Both Platinum and Palladium are a lot harder wearing than white gold making them great for people who are hard on their jewellery. In terms of weight platinum is the denser of the 3 metals being about a quarter heavier than 18ct white gold and just under twice the weight of palladium. It is this attribute that contributes to platinum pieces having a more substantial feel than other precious metals and a higher quality reputation. When it comes to colour, both platinum and palladium are naturally white metals, requiring no additional plating. It is for this reason that we often recommend platinum or palladium where possible, for pieces such as wedding and engagement rings that are worn everyday. This approach may be more outlay at the time of purchase, however compared to the cost of yearly rhodium plating it will save you in the long run.
Q: Is 9ct or 18ct gold more durable in jewellery?
A: To tell the hardness and therefore durability of metal, scientist use a scale called the Vickers scale (The higher the number on the scale the harder the metal). When it comes to the difference in hardness between 9ct and 18ct there is actually very little between them, with 9ct scoring a value of 120 and 18ct a value of 125. This shows scientifically that in practical applications the wear of both 9ct and 18ct is very much the same.
Q: How often do I need my white gold rings re-rhodium plated?
A: On average the manufactures of the solution itself recommend renewing the rhodium plating on a ring roughly every 6 months to 1 year. For this reason we leave the piece in the solution slightly longer as we find this ensures a thick plating that is more durable (however this is still dependent on the general wear and tear the ring is subjected too).
Q: How should I clean my jewellery?
A: To keep your jewellery looking its best it is important to have them professionally cleaned and polished by an experienced jeweller. However in the time between there are a number of ways you can keep them looking nice and shinny.
- Soapy Water - A simple way to keep your rings clean is to get a tub of soapy warm water (dish washing detergent works fine), and using a tooth brush, brush behind all the stones and around any settings.
- Ultrasonic Cleaner - An ultrasonic cleaner is a machine used to clean jeweller with ultrasonic waves within a solution (such as clothes washing powder) that gets into the nooks and crannies to release any stubborn dirt that otherwise would be unreachable. This technique is by far the most effective at home solution, as it gives the best all around clean. An inexpensive ultrasonic can be bought online off stores such as ebay or your local hobby shop.
- Polishing cloth - Both scrubbing with warm soapy water and using an ultrasonic is handy for cleaning a decreasing your rings, however they do not polish them. This is where a Jewellery polishing cloth comes in handy. Jewellery polishing cloths are coated in a light polishing compound which when rubbed over the piece gives a very basic polish. This is not as effective as a professional polish, but will be useful in terms of slowing down the rate of tarnish on a piece when used regularly. (Do not use a polishing cloth on a white gold piece or any piece that has been rhodium plated, as this will polish of the plating.) You can purchase these from a wide range of suppliers or by contacting us directly.