Frequently Asked Questions (FAQs)

hen you've found the perfect item, click ‘Add to Bag’. Follow the checkout steps to complete your order.

For in-stock items, we aim to dispatch within two working days. For made-to-order items, an estimated dispatch date will appear in your shopping bag. For bespoke items, our team will contact you with a precise timeline.

If you need assistance, our friendly team is here to help via live chat or email at hello@prudenandsmith.com.

Yes, it is completely safe. Our store is powered by Shopify, which complies with the Payment Card Industry Data Security Standard to ensure your information is secure.

We accept Visa, Mastercard, Amex, Discover, Diners Club, Maestro, Bancontact, iDEAL, Shop Pay, Apple Pay, and Google Pay.

Yes, VAT is charged at 20% and is included in all retail prices.

Yes, we offer financing through Klarna. You can pay in 30 days or use the ‘Pay in 3’ option, which spreads your payments over three months.

Yes, all items are beautifully packaged in Pruden and Smith branded boxes, wrapped in tissue paper, and secured in an envelope or box.

We’ve created a guide to help you find your ring size or someone else’s. Visit: Ring Size Guide.

Yes, we offer engraving on all products. Simply click the ‘Customise’ button on the product page to submit your request. Our team will assist you with your order.

Yes! As part of our ‘Redesign Your Old Jewellery’ service, we can transform your old pieces into new Pruden and Smith designs.

Yes, we encourage creativity! You can incorporate your favourite gemstones or personal touches into our designs. Click the ‘Customise’ button to start, and our team will be in touch to help.

You can customise any items online or in our Gallery. Personalised items are made to order and may incur additional charges for materials or labour.

Shipping details are the address where you’d like your purchase delivered.

Yes. All US orders are sent with DHL Express, fully insured and tracked. For orders valued at over $2,500, US Customs requires a formal import entry, so DHL will contact you by email, text or phone for your importer details, usually your Social Security Number (SSN). This is a standard requirement and a genuine request from DHL. You provide it directly to DHL, never to us, and DHL is legally required to keep it confidential. If you'd prefer not to share your SSN, you can apply for a CBP-assigned number using CBP Form 5106. Your order is held at customs until DHL has your details, so please respond promptly. You can also call DHL on 1-800-225-5345 with your tracking number to speed things up. See our Delivery, Returns & Taxes page for full details.

Yes. All international orders are sent with DHL Express, fully insured and tracked, for a flat £55. Delivery usually takes 2 to 4 working days to the EU and 3 to 5 working days to the rest of the world, from dispatch. See our Delivery, Returns & Taxes page for full details.

Yes we do on all orders over £200. It is tracked delivery and will be sent tracking details.

Orders placed after 3 pm on Fridays will be shipped the following Monday morning.

Yes, you can change your address within 2 hours of placing your order. Contact us via live chat, email at hello@prudenandsmith.com, or call 01273 846338.

Yes — we offer direct exchanges on in‑stock or made‑to‑order pieces returned within 28 days in original condition. If your new piece differs in price, we'll refund the difference or invoice the balance. Customised and bespoke pieces are non‑refundable.

At the moment, we do not offer free returns but may introduce this service in the future.

You can return in-stock items within 28 days, provided they are in original condition. Customised, bespoke, or redesigned items are non-returnable.

In-stock and made to order items can be returned within 28 days for a refund. Bespoke, customised, or redesigned pieces are non-refundable.

We offer a free jewellery cleaning service at our Ditchling workshop. If you can’t visit us, contact hello@prudenandsmith.com to arrange a cleaning and polishing service.

Jewellery naturally wears over time. Check our care guide for tips: Jewellery Care.

No, we only repair Pruden and Smith jewellery.

If it’s under guarantee, we’ll repair it for free. Otherwise, repairs are available for a small fee. Contact us via live chat or email hello@prudenandsmith.com.

Simple repairs can often be done while you wait. More complex repairs may take up to 8 weeks, depending on our workload.

Our Gallery and Workshop are open 10 am to 5 pm, six days a week. We recommend booking an appointment for tours or consultations.

Visit the ‘Book an Appointment’ page on our website to schedule a visit for browsing, jewellery design consultations, or workshop tours.