Customer Service & Returns

Good service is an art, we strive to get it right - both during the ordering process and for the life of your piece. We're always here to help, let us know how we can. Pip and Laurel answer emails on Mondays, Wednesdays and Fridays New Zealand time.

Guarantee

We want you to love your piece and for it to be comfortable to wear everyday! If it's not, we'll refund (minus postage) or replace upon receipt of the original, unworn item. Returns must be made within 60 days. We will of course replace or fix any faults. All of our pieces are guaranteed structurally for life.

Resizing

Please make every effort to get an accurate size. We are happy to do the first resize free of charge but subsequent resizes will be charged for. Anything that’s our fault of course we will fix for free.

Rings with stones or custom work can be a little trickier to resize so this can take some extra time.

Titanium cannot be resized so it is very important to get the size right first time. If the size needs to be adjusted any more than 1/4 of a size up a new ring will need to be purchased. For more information about titanium check out this blog post.

Jewellery care

General maintenance including cleaning, re-etching and blackening we are happy to do for the cost of postage only. For matte finished pieces (all of our jewelry is finished this way unless you specify high-polish), you can often fix surface scratches and bring the piece back to it's original finish with a Scotchbrite or 3M green scratchy pad. Use small circular motions, mind to not take the colour out of the etchings and take care near any stones.

Returns

Please get in touch for information on how to return items for resizing, repair or refund. info@ashhilton.com