FAQ's

Once you have found an item you wish to purchase, select your size, stone size and metal type if applicable and then click ADD TO BAG. You can then continue shopping or review the items in your shopping bag by clicking BAG in the top right-hand corner of the website. From your bag click PAY NOW SECURELY, you can then either log in to your already existing account or create one by complete the information as requested.

At CARAT* London your security is very important to us and we use an advanced security system for our online customers. We offer Verified by Visa and MasterCard® Securecode which help to prevent unauthorised use by confirming your identity with an extra password when you make an online transaction. To use this service, you must register with your issuing bank. To find our more please visit the links below:

Master Card - http://www.mastercard.us/securecode.html

Visa Card - https://usa.visa.com/personal/security/vbv/index.jsp

If an item is in stock, then most orders will be dispatched in 3-5 days.

If an item is not in stock, it will show as “pre-order” with the expected dispatch date.

Items that are “made to order” can take approximately 6-8 weeks.

If you require an item urgently then please do let us know and we will do our best to get it to you.

For more information on shipping times please see: SHIPPING INFORMATION

All CARAT* London stones are hand cut and precision polished by highly trained stonecutters, therefore if an item is being made to order then the process takes a little longer to complete.

Once your order has been dispatched you will receive tracking information by email.

Unfortunately, we are unable to deliver to PO Box numbers, BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is to ensure the safe delivery and receipt of your order.

Always lab grown and always GENTLE.

In keeping with our mission, we use several alternatives to mined gemstones.

Our sister brand, GENTLE DIAMONDS / lab-created diamond, is our 18-year project to bring lab-grown diamonds to the world.

Learn more about our incredible story here

We also cut and polish lab-grown Ruby Sapphire, Emerald gemstones). Again, same molecular and atomic makeup as the mined kind, just not mined. 

Our fashion brand CARAT* LONDON mainly uses Premium precision-cut Cubic Zirconia.

CARAT* LONDON Jewellery Warranty

We pride ourselves on crafting high-quality fashion jewellery. Every piece is covered by our one year manufacturer’s warranty from the original date of purchase.

What is Covered

This warranty covers manufacturing defects in materials and workmanship under normal wear and use. If your item is found to be defective due to a manufacturing fault within the warranty period, we will repair or replace it at our discretion.

Purchases via Third-Party Stockists

Please note that if your jewellery item was purchased from an authorised third-party stockist, boutique, or department store:

• You must return to the original seller to make a warranty claim.
• Your contract of sale is with that specific retailer, and they will manage the assessment and return process on our behalf in accordance with UK consumer law. We cannot process direct warranty claims for items bought outside of our official website or flagship stores.

What is Not Covered

This warranty is a manufacturer's guarantee against defects; it is not an insurance policy. The warranty strictly does not cover:

• Loss or theft of the item (in whole or in part).
• General wear and tear, tarnishing, or surface scratches.
• Accidental damage, misuse, neglect, or exposure to harsh chemicals (such as perfumes, chlorine, or hand sanitiser).
• Any alterations or repairs undertaken by a third party. 

This warranty is offered as an extra benefit and does not affect your statutory rights as a consumer under the UK Consumer Rights Act 2015.

Unfortunately, due to the number of orders produced through our workshops, we are unable to offer a bespoke jewellery service to our customers. Alterations to existing items such as stone colour, metal type or stone size are also not offered unless clearly stated on the product page.

Once a return has been received by our aftercare team this can take 3-5 days to be assessed and processed.
Once the refund has been processed it will take 5-10 working days to show back into your account.

Repairs and Alterations can take around 4 weeks in total to be completed. When an item is received for repair/alteration, our aftercare team will assess the piece and provide a detailed report to advise the best course of action, this process takes around 1 week. It will then take a further 2-3 weeks for the repair/alteration to be completed at our workshop and then returned to you.