General
Q: How does your design process work?
A: My practice is very much material and process led, and often the unique properties of the metals on my bench will inform my designs. Sometimes I have an idea is mind, and I will only make that one version of it. Or the unique nature of the materials used (gemstones, for example) will mean the piece is inherently one of a kind. Most times I will make a limited series of a particular design, preferring to work in small batches. Instead of trying to restrict the natural variations that come through hand crafting, I welcome the unique characteristics of each piece, meant to reflect the personal nature of jewellery.
Q: How can I purchase your work?
A: There is no match for holding a piece in person, seeing it’s details up close, and trying it on to see how it feels on you. But of course that is not always possible, so I have an online shop and flexible return policy in order to make my work available to customers worldwide. If you are based in London though, studio visits to view in person are more than welcome and available by appointment. Alternatively, you can visit me at exhibitions throughout the year - please sign up to the newsletter to be updated on upcoming events.
If you are not able to visit in person but would like to see or know more about a specific piece of jewellery, I am happy to have a short video meeting to show it to you and do a try-on, or email you additional photos/videos.
Q: Where is your jewellery made and who makes it?
A: Each piece is designed and built by my hands in my south London studio, with the vast majority of pieces starting and finishing entirely on my workbench. At times specialized processes are needed for a particular design, such as stone setting or engraving, and these steps are done by craftspeople in the UK with whom I work with closely.
Q: I need my piece soon. Do you provide a rush service?
A: My online shop lists current work and has a selection of pieces that are in stock and ready to ship. The ‘ready to ship’ pieces will be dispatched within 1-2 business days. All other pieces in the shop are made to order, and take about 1-3 weeks to make before shipping. I don’t list every collection piece in the shop though - If you would like to order a piece that is shown on the site but is not listed in the shop, please enquire by email, as availability and making times can vary.
If you need something sooner, send me an email at info@catherinehartley.com. I will do my best to accommodate shorter timelines whenever possible. For custom jewellery, timing can vary greatly depending on the project so this would need to be discussed on a case by case basis.
Q: My ring doesn’t fit. Can you resize it?
A: I want your ring to fit perfectly and am happy to help with any ring resizing. Ring resizing fees can vary depending on the design, but most often resizing is about £50. Please email info@catherinehartley.com for more information.
Shipping and Returns
Q: What is your return policy?
A: Collection jewellery can be returned within 30 days of purchase. Items must be returned unworn, in original packaging, and completely free of damage or signs of wear. You must send notification by email to info@catherinehartley.com of your intention to return your purchase within 7 days of delivery. Return postage costs are the responsibility of the customer, and I highly recommend returned items be sent tracked and insured. Any items lost or damaged in return transit with not be refunded. If you are returning an item from outside the UK, reclaiming any import duties or taxes paid in shipment are the responsibility of the customer.
If your order is damaged upon receipt, please email within 7 days of delivery with details of the damage.
If your piece doesn’t fit quite right, I am happy to make minor adjustments (such as chain length or ring resizing). Depending on the adjustment this may incur a fee.
If you have a questions about a particular piece before purchasing, please email info@catherinehartley.com. I am always happy to provide more details or information on any given piece.
Any bespoke jewellery or customized collection items are final sale, and not eligible for return or exchange.
Q: Do you ship internationally?
A: Yes, I ship worldwide. All items are sent from London, UK. Please note, all international packages are subject to taxes and duties of the destination country upon delivery, and customers will be responsible for any duties or taxes incurred.
Q: What are the shipping timelines?
A: Standard shipping within the UK is 2-4 business days. Standard shipping worldwide is 7-21 business days. Express shipping within the UK is 1-2 business days. Express shipping worldwide is 3-7 business days. Some areas of the world ship much faster than others; if you would like to know the exact timing to your location, just get in touch at info@catherinehartley.com or contact me here. ‘Ready to ship’ items will be dispatched within 1-2 business days of order confirmation. ‘Made to order’ items will be dispatched within the timing specified on the product page.
Q: Can I collect my order in person from your studio?
A: Yes, collections from my London studio are welcome and can be arranged by appointment.
***Please note, all international packages are subject to taxes and duties of the destination country upon delivery, and customers will be responsible for any duties or taxes incurred***
Custom Jewellery
Q: I’m interested in having a custom piece made. How do I begin the process?
A: The process begins with getting a basic understanding of what you are interested in making, and from there we can set up a time for an initial consultation either in person, by phone, or by video. You can learn more about the process here, and fill out the ‘Custom Form’ to begin the conversation.
Q: Can you work remotely on custom jewellery?
A: Yes, I work with people all over the world on custom orders. Your project can easily be discussed over phone, video, and email, and throughout the process I will send you detailed images and descriptions of any materials and designs being considered. Email info@catherinehartley.com to for more information and to arrange a consultation.
Q: When is commissioning a custom piece of jewellery most and least recommended?
A: Custom projects are best suited to:
-Clients who have a vision in mind that they have not been able to find elsewhere, or who would like to incorporate something personal into a piece, whether that be a specific inspiration, a stone type, or a design feature.
-Clients who who connect with my design style, and who may have certain preferences but would like me to guide the creative direction of the project in order to have a unique piece designed specially for them. Some of my favourite custom pieces have been made this way, as an openness to unique options and a flexible vision can lead to interesting and artistic outcomes.
-Clients who are comfortable not seeing their piece until it is finished. Throughout the process, you will be able to see the gemstones and diamonds (if being used), we will discuss the design in detail, and I will show you drawings where applicable. This can all either be done in person or remotely, depending on where you are and your preferences. Together, this will give you a clear vision of what your final piece will look like. But because of the unique nature of creating custom pieces, there is no way to see it until it is finished, simply due to the fact that it is a one of a kind design, and no other piece just like it has been made.
-Clients who love the idea of having a unique piece of jewellery crafted for themselves or a loved one, which can be enjoyed for many years to come. A custom piece can often hold highly personalized meaning as a symbolic object, a vessel of memory, or an artistic expression.
Custom projects are not well suited to:
-Clients who are not comfortable purchasing sight unseen. These can be significant purchases, and if you would prefer to see a finished piece first but still want something unique, one of my ready-made one of a kind (OOAK) pieces of jewellery may be a better option for you. This is a continually changing collection of pieces made with unique gemstones, diamonds, and one-off designs. I collect the stones used in these pieces throughout the year, ensuring that each one is responsibly sourced, of very high quality, and has particularly interesting characteristics. I am currently working on a new collection of these OOAK pieces - if you would like to have a first look before they launch, please sign up to my newsletter here.
-Clients who are trying to reduce costs compared to purchasing a ready-made piece of jewellery. Creating a bespoke piece of jewellery can be a wonderful way to create something personal or fulfill a design vision in a highly individual way, but it also involves a more labour and time intensive process than a collection or ready-made OOAK piece. I work hard to keep my prices fair and provide a honest product. But inevitably a custom piece will tend to cost more than a similar ready-made piece, simply due to the additional time and labour involved. From continual discussions and consultations to create the design, to sourcing materials, to fabricating the piece as a one-off, the process usually takes from 6-12 weeks.
-A client hoping to recreate something from another designer. While inspiration can come from many sources, and details from images can be used as examples to help describe preferences (such as stone colour or shape), I will not reproduce another designers work.
For more information on commissioning a bespoke piece and the process, read on here
Materials and Sourcing Standards
Q: How do you source your materials?
A: I see transparency and responsibility as core elements of my practice, and strongly support initiatives that provide meaningful, long term impact and improvements throughout supply chains. I work with Fairmined and SMO (Single Mine Origin) gold, and whenever possible Fairmined silver. I am also a registered Fairtrade Goldsmith - Fairtrade gold can be used upon request.
The supply chains of each stone - from sapphires to emeralds to diamonds - varies depending on several factors, from the provenance of the stone to the person who cuts it. I don’t apply blanket structures to my stone sourcing because of these complexities, and instead assess the factors around each stone individually in order to make responsible choices relating to each one.
For more information on my sourcing and standards, read on here
Q: Can you use the gold from old jewellery that I have?
A: In some cases, I may be able to melt down and use the gold from old jewellery directly for the new design, but this will need to be discussed individually. Customers can also provide their old precious metal jewellery to recycle for credit towards a custom design project, and your old gold will be sent to a refiner to be recycled. The metal you provide will be tested, and eligibility is determined on a case by case basis.
Q: Do you plate your white gold with rhodium?
A: No, I do not plate any of my white gold pieces. White gold is naturally grey-toned, and is commonly rhodium plated to give it the bright white finish you most often see. Rhodium plating on rings typically wears off in about a year though, so needs to be continually re-plated. Whether the creamy-grey colour of 9k white gold, or the deeper steel colour of 18k white gold, I appreciate the natural tones of the different gold alloys and prefer to highlight them rather than cover them.
White Gold Information:
White gold alloys used in the UK are palladium-based, rather than nickel-based as used in North America. Many people have nickel sensitives, so nickel-based white gold is not a good choice if you have metal allergies. Palladium-based white gold does not contain nickel.
Most often, rhodium is plated over nickel-based white gold. When the rhodium plating wears off, people with nickel sensitivity will experience redness and irritation under the ring. They then either have to have the ring re-plated periodically, or cannot wear the ring at all.
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If you have any further questions or enquiries, please send them to info@catherinehartley.com