Customer Service

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 30 days. We will - of course -  replace or fix any faults. All of our pieces are guaranteed structurally for life.

Re-sizing

The first re-size for silver and gold is free but subsequent re-sizes will be charged for. Anything that’s our fault of course we will fix free of charge. Titanium cannot be resized so it is very important to get the size right first time. If a titanium ring needs to be adjusted any more than 1/4 of a size up a new ring will need to be purchased.  

Rings with stones or other custom work are more difficult to resize and might take extra time.

Jewellery care

General maintenance including cleaning, re-etching and re-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 Scotch or 3-M 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 re-sizing or repair. info@ashhilton.com