Frequently Asked Questions
We’re here to help. Our Frequently Asked Questions page offers clear guidance on our jewellery, services, and in-store experience – from repairs and valuations to bespoke design and aftercare.
If you can’t find the answer you’re looking for, our knowledgeable team is always happy to assist.
Pandora at Regina Rowe Jewellers
Are you an official Pandora stockist?
Yes – Regina Rowe Jewellers is proud to be an authorised Pandora stockist. We stock a wide selection of Pandora jewellery in-store.
Which Pandora collections or charms do you currently stock?
We hold a wide range of Pandora’s most popular collections and charms, including classic and seasonal designs. If there’s a particular piece you’re looking for, our team will be happy to check availability and order it in for you as required.
Can I reserve a Pandora item online and collect it in-store?
Our website is for browsing only, but you’re welcome to contact us directly either by phone, email or in person if you would like us to hold an item aside for collection in-store.
Do you offer Pandora bracelet cleaning or repair services?
Yes. We provide Pandora cleaning and repair services, which are chargeable. Simply bring your item in so our team can assess it and advise on the cost before any work is carried out.
Can you help me find the right size or style of Pandora bracelet or ring?
Of course. Pop into our store and our friendly team will be more than happy to help you find the perfect size and style. See our size guide.
Do you stock limited edition or seasonal Pandora pieces?
We carry Pandora’s best-selling lines and can usually source limited edition or seasonal pieces upon request, depending on availability.
Do you offer Pandora gift packaging or gift vouchers?
All Pandora purchases come in standard Pandora packaging. We also offer Pandora-branded gift boxes in pink or white. Please note that we do not sell or accept Pandora gift cards.
Do you engrave on Pandora jewellery?
No, we do not offer engraving services on Pandora items.
I bought a Pandora item online - can I have packaging from you?
Yes, we can provide Pandora packaging for items purchased online or from another store; however, a small charge will apply.
What is your returns and exchange policy for Pandora items - if I purchased from you, another store, or online?
As an authorised stockist, we have our own returns and exchange policy. We accept returns and exchanges on items purchased in our store – within 30 days for full-priced items and 14 days for sale items.
A valid receipt must be presented for all returns or exchanges.
For Pandora pieces bought elsewhere or online, you’ll need to return them to the original point of purchase.
Do you offer the same promotions or offers as the official Pandora website and stores?
Yes, we participate in official Pandora promotions – with the exception of Pandora membership-exclusive offers or gifts.
What is the warranty on Pandora jewellery items?
We honour Pandora’s two-year warranty on all items purchased from our store with proof of purchase presented.
I have a faulty Pandora item - what should I do?
Please bring the item to our store along with your proof of purchase. Our team will assess the issue and advise on the best course of action.
In-Store Experience & Practicalities
If I find something online on your site, can I view it in store before deciding?
Yes, of course. You’re very welcome to contact us beforehand to arrange a convenient time to visit. As many of our pieces are one-off designs, we’re happy to hold the item for you so you can view it in person before making a decision.
What payment methods and financing options are accepted in store?
We accept cash and card payments in store. A non-refundable deposit can be placed to reserve an item or to have a bespoke piece. We also offer limited finance options, please ask a member of our team for details.
Do you offer valuations or certificates for insurance purposes?
We do not currently offer valuation or certification services for insurance or probate purposes. Please visit our sister’s store Conroy Couch website for valuation or certification services.
Do you buy or trade in pre-owned jewellery and watches?
No, we do not buy or trade in pre-owned jewellery or watches. Our sister store Conroy Couch does but pre-owned jewellery and watches.
How do I contact Regina Rowe Jewellers?
You can reach us by phone, email or by visiting us in store. Our full contact details and opening hours are listed on the Contact page of our website. If you have a specific enquiry, feel free to get in touch and a member of our team will be happy to help.
Repairs, Care & After-Sales
Do you offer ring sizing or resizing services?
Yes we do. Please bring your item into the store and we can discuss the options. We will then send it off to our specialist for an estimate which will be discussed with you before proceeding.
What repairs and after-care services do you provide?
We provide a comprehensive repair and after-care service via our specialist jewellers. Typical services include re-soldering broken chains or bracelets, replacing or repairing clasps, tightening loose stones (following inspection), polishing and cleaning of worn items, and ring resizing when the design permits. Once you bring your piece in store, we will assess it and give you an estimate of cost and turnaround time. For more information go to our care and maintenance page.
How do I look after/clean my jewellery to keep it in good condition?
Here’s a simple care guide:
Silver:
Clean regularly with a soft cloth; avoid strong chemicals, chlorine, perfume and salt water to help prevent tarnishing.
Plated jewellery (silver- or gold-plated):
These finishes are more delicate; avoid abrasive cleaning, remove before showering or swimming, and store pieces separately so they don’t scratch each other.
9 ct gold:
Clean with mild soapy water and a soft brush, rinse thoroughly and dry; avoid heavy wear in very rough conditions.
18 ct gold:
More durable than lower carat metals; clean with warm soapy water and soft brush, dry and polish with a soft cloth; avoid subjecting gemstones to strong impacts.
White gold:
Clean with mild soapy water and a soft brush, rinse and dry thoroughly; white gold is often rhodium plated, so avoid harsh chemicals or abrasive cloths which can wear the plating over time. Replating may be required periodically to maintain its finish.
Platinum:
Very durable, clean with warm soapy water or via professional ultrasonic cleaning, dry and polish with a soft cloth; still avoid harsh chemicals or striking hard surfaces.
Gemstones:
Many stones are more delicate than the metal settings. Avoid knocks, exposure to chemicals, sudden temperature changes, and ensure that settings are checked periodically.
We also offer a professional cleaning and inspection service (at a charge) to help your pieces look their best and catch any potential issues early. We also stock a comprehensive range of cleaning products designed to take the very best care of your jewellery. Please refer to our jewellery care page, or enquire in store for more details.
Why is my white gold jewellery changing colour?
White gold is naturally a warmer, slightly yellow-toned metal. To achieve the bright white, finish most people recognise, it’s coated with rhodium plating. Over time, this plating can wear away through everyday wear, revealing the natural colour beneath. This is completely normal and can be restored by having the piece re-rhodium plated.
Why is my jewellery getting scratched?
All metals, even harder ones like platinum, will naturally pick up small scratches from everyday wear. Contact with surfaces, keys, handbags and even tiny particles like dust can cause fine marks over time. This is normal and part of the metal’s natural wear. Regular professional polishing can help restore the shine when needed.
What happens if a gemstone falls out or a clasp breaks - how is that handled?
If the item was purchased from us, please bring it into the store together with your proof of purchase. Our team will assess the issue and advise on the best next steps. If the item was not purchased from us, we can still assess the repair and provide a quote for the recommended course of action.
What happens if my jewellery needs urgent repair - how quickly can you help?
Our repairs are sent to our specialist jewellers and the time taken depends on their schedule, the complexity of the work, and availability of any necessary parts or stones. We will provide a turnaround estimate when you bring the item in for assessment.
What warranty or guarantee do you offer on your pieces?
We offer a warranty covering manufacturing faults in materials and workmanship for 12 months from the date of purchase. The warranty excludes normal wear and tear, accidental damage, loss of stones due to impact, and any work done by another jeweller. Repairs we carry out might carry a separate guarantee (for example six or twelve months) on the workmanship. We will provide full details of the warranty at the time of purchase.
Can I refund or exchange your fine jewellery?
We accept exchanges on full-price items within 14 days of purchase. Sale and discounted items are not eligible for exchange or refund.
Do you repair on site?
We do not carry out repairs on site in our own workshop. All repair work is sent, fully insured, to our specialist jewellers for professional handling.
Engagement & Wedding Rings
What should I consider when choosing an engagement ring (style, metal, gemstone)?
Think about your partner’s personal style and lifestyle when selecting an engagement ring. Consider the metal colour they usually wear, the shape and setting of the stone, and how practical the design is for everyday wear. Our team can guide you through the different metals and gemstones to help you find a ring that suits both your budget and their taste. For more information refer to our finding your perfect engagement ring guide.
How do I find out the correct ring size for an engagement ring (especially if it’s a surprise)?
If you’re unsure of your partner’s ring size, try to discreetly borrow a ring they already wear on the same finger and bring it in for sizing. Alternatively, you can visit us together for an accurate measurement after the proposal. We also offer resizing services if adjustments are needed later. For more information refer to our find your perfect size guide.
How do I choose a wedding band to match or complement my engagement ring?
Bring your engagement ring with you when choosing a wedding band. This allows us to see how the two rings sit together and suggest styles that complement it, whether you prefer a fitted design or a simple, classic band. We can also custom-make a shaped band to match your engagement ring perfectly.
What is the lead time for ordering an engagement ring or wedding band (especially bespoke)?
For bespoke or made-to-order pieces, the process usually takes several weeks depending on the complexity of the design and availability of materials. We’ll confirm timeframes during your consultation. If you’re working to a specific date, please let us know and we’ll do our best to meet it.
If I purchase an engagement ring with you, can I then order a matching wedding band?
Yes, absolutely. We can design and make a wedding band to match your engagement ring, either using the same metal or creating a complementary style that suits both rings beautifully.
How do I decide between different metals for wedding bands (for example yellow gold, white gold, platinum)?
Each metal has its own qualities. Yellow gold has a traditional warmth and classic look, white gold offers a modern bright finish, and platinum is extremely durable and naturally white in colour. We can show you examples of each in store and explain the practical differences so you can make an informed choice based on look, feel, and lifestyle.
What happens if I need the wedding band re-sized after the wedding (or later)?
We can usually resize most plain wedding bands, depending on the design and any gemstones set within the band. Bring it in to us and we’ll assess it, then send it to our specialist for resizing or advice on the best solution.
Bespoke & Design Services
Can I request a bespoke or custom-designed piece?
Yes, absolutely. We welcome bespoke commissions and custom designs. Visit us in store for a consultation where we can discuss your ideas, preferred materials, and budget. We work closely with several trusted specialists who bring your vision to life with expert craftsmanship.
What is the lead time for a bespoke jewellery order?
Lead times vary depending on the complexity of the design and the availability of materials, but most bespoke pieces take several weeks to complete. We’ll confirm an estimated timeframe once your design has been finalised.
Do you offer engraving, personalisation or gift packaging services?
Yes, we can arrange engraving through our trusted specialist, whether it’s initials, dates, or a short personal message. We also offer in-store gift packaging options to accompany your purchase.
Can you remake or redesign an existing engagement or wedding ring (for example, from family jewellery)?
Yes, we can help you transform an heirloom or inherited item of jewellery into a new, meaningful design while keeping its sentimental value. Bring your existing piece to the store and we’ll discuss ideas and options with you.
What should I expect from the bespoke design process?
The process begins with a personal consultation to discuss your ideas, style preferences, and budget. We then contact our specialist, who may create a CAD (computer-aided design) model or sketch to visualise your piece. Once we receive a price estimate, we’ll call you to review the details and make any changes if needed. When you’re ready to proceed, a non-refundable deposit is required before we begin production. Your piece will then be crafted by our specialist, and we’ll advise you of the lead time based on the complexity of the design. We’ll keep you updated throughout until your finished jewellery is ready to collect.
About Our Jewellery
What metals and gemstones do you use in your jewellery?
We use a wide selection of precious metals including silver, yellow gold, white gold and platinum. We also include high‑quality plated pieces for more budget‑friendly options. As for gemstones, we offer both natural and carefully selected man‑made gems, all ethically sourced. Some of our stones are hand‑picked and incorporated into our own exclusive designs.
Are your pieces hall marked or certified for metal purity?
Yes, all eligible pieces are hall‑marked in accordance with UK legal requirements. This includes items made from gold, silver and platinum that meet the specifications for hallmarking.
How do I know that the diamonds or gemstones are genuine?
We are members of the National Association of Jewellers (NAJ) which is the UK’s trade association for the whole of the jewellery sector. Membership is based on honesty, integrity and professionalism so you can gain peace of mind and confidence that any purchase from us will ensure the highest standards of quality and authenticity.
Are your materials ethically sourced?
Yes. As part of our commitment to ethical sourcing, we ensure that materials come from trusted suppliers with responsible sourcing practices. This applies to both precious metals and gemstones.
Can I bring in inherited or old jewellery to redesign or repurpose?
Yes, absolutely. We welcome you to bring in inherited or older pieces of jewellery. We can discuss redesigning or repurposing them into something new that retains the sentimental value of the original item.
