Customer Services

Size Guide

If you are unsure of your size, you can request a guide using the form below and we'll post one to you.

Your personal information will not be shared with any third party. For more information on how we use your data please see our Privacy Policy.

UKUS / CanadaFrance / RussiaSwitzerlandInside Circ mmInside Dia mm
E2 1/242.752.7542.7613.61
F344444.1414.05
G3 3/845.255.2545.1114.36
H3 3/446.56.546.0214.65
I4 1/447.757.7547.2515.04
J4 5/849948.3815.40
K5 T/8501049.6415.80
L5 T/251.7511.7550.5816.10
M652.7512.7551.8716.51
N6 1/2541453.1616.92
O755.2515.2554.5117.35
P7 1/256.516.555.7617.75
Q857.7517.7557.1518.19
R8 5/8591958.4718.61
S9 T/860.2520.2560.0019.10
T9 5/861.521.561.2919.51
U10 1/462.7522.7562.8920.02
V10 5/86323.7563.8420.32
W11 1/8652565.2220.76
X11 5/866.2526.2566.5421.18

Delivery & Returns

Last Order Dates For Christmas Delivery

Priority Worldwide Shipping including EU - 19th December

Priority UK Shipping - 20th December

London Premier Same Day Service - 23rd December

Delivery Costs

Standard Worldwide Shipping: Free on all orders

Priority Worldwide Shipping: £40 or Free on orders over £800

London Premier Same Day Service: £20 or Free on orders over £800

Delivery Times

Standard Worldwide Shipping

Standard shipping within UK will arrive the next working day on all orders that are in stock and placed before 2pm GMT.

EU standard delivery will arrive within 3-5 working days.

Worldwide (non-EU) delivery will arrive within 5-8 working days.

Priority Worldwide Shipping

Priority shipping within UK will arrive the next working day on all orders that are in stock and placed before 2pm GMT. For same day service see below.

EU Priority Delivery will arrive within 1 - 2 working days.

Worldwide Priority Delivery will arrive within 1 - 3 working days.

Please note we are currently unable to deliver to Russia due to customs restrictions.

London Premier

For orders within Greater London you can use our London Premier service. Orders of in-stock product made before 2pm GMT will be delivered by the end of the day of ordering.

Taxes & Duties

UK VAT is included in the price you see on the site. This is deducted at checkout if you are out of the VAT zone.

For those clients located outside of the UK VAT zone, prices will exclude all relevant import duties and sales taxes. As the recipient of the order, you will be required to pay these duties and taxes directly to our courier to release your order from customs.

We can help you with any queries about this before you order. Please contact our Personal Shopping department for assistance with your specific enquiry.

Order Tracking

Once your order has left us, you will receive an email containing the appropriate number to track its progress online. You can also call or email us to receive information on the progress of your delivery.

Insurance

Hannah Martin insures each purchase during the time it is in transit until it is delivered to you and signed for by you.

If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Hannah Martin and transfer of responsibility for your purchased goods passes to you.

If for any reason you are unable to sign for your delivery in person, or choose to waive the signature in any other way, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur.

Important Notes About Shipping

We will deliver the goods ordered by you to the address provided at the time of order. It is your responsibility to ensure that the delivery address you give us is accurate and that there is somebody to sign for and take delivery of the goods.

You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.

Liabilitiy

If the goods you receive are not what you ordered or are faulty, we shall have no liability to you unless you notify of the problem within 7 working days of the delivery of the goods in question by email or by contacting our customer services.

Returns & Exchanges

If you are not satisfied with your purchase we will be happy to offer you a refund or exchange. We are pleased to offer a free returns service. To return your goods, you must do so within 14 days of receiving your order. This does not affect your statutory rights.

Your right to a refund, exchange or credit is subject to:

- The jewellery remaining unworn, undamaged and in it’s original packaging

- Any security tags remaining in tact

- Hannah Martin receiving notification that you wish to return your order and your goods being returned within 14 days of receipt

Returns Procedure

1. Request a Returns Authorisation Number (RAN) by emailing us or calling our customer services on 0207 251 6700. You must do this within 14 days of receiving your delivery

2. Pack your item(s) securely in the packaging in which you received it. We are not liable to refund you if an item is returned to us damaged in any way.

3. Follow the instructions sent to you by email to book a return shipment. Your goods must be returned to Hannah Martin within 14 days of delivery

4. We will notify you by email when we receive your return and your refund, exchange or credit will be processed.

RETURNS OR EXCHANGES FOR CUSTOMISED & BESPOKE PRODUCTS

Personalised, customised or custom-made goods can also be returned, however due to the specific production of each piece we are unable to reimburse you with full value of the retail price.

Personalised goods, such as pieces that have been engraved, we will retain 25% of the retail price.

Customised or custom-made goods such as designs that have been produced in different materials (metal or stones for example) to those shown on our e-commerce platform, we will retain 70% of the retail price.

Bespoke products (items that have been designed and produced specifically for one client) cannot be returned, and no refunds or exchanges can be made.

Refunds

If you have requested a refund, any sum debited from you credit card, including sales taxes, will be credited to your account as soon as possible and in any event within 30 days of your order provided that each item is received by us in the supplied condition.

If you do not return the goods in the same condition as they were delivered to you, we shall be entitled to deduct the direct costs of recovering or repairing the goods from the amount to be credited to you.

Exchanges

If you have requested an exchange we will ship your exchanged goods once we have received the returned item(s).

Credit

An item may also be exchanged for a Credit Note, under the parameters outlined in this Returns Policy. Once issued Credit Notes are valid for 6 months. These can only be used to purchase goods directly with Hannah Martin Ltd either in the showroom or on this website.

Late Returns

You are responsible for the safe return of the goods in the timeframes listed above. In the event of a late return, a refund or credit offer is entirely at the discretion of Hannah Martin.

Returns must be made in one shipment, any subsequent returns from the same order may incur additional shipping charges.

Cancellation By Us

We reserve the right to cancel an order if:

1. We have insufficient stock to deliver the goods you have ordered;

2. We cannot deliver to your area; or

3. One or more of the items you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information.

If we do cancel your order we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card within 7 days. We shall not be obliged to offer any additional compensation.

Product Care

Dust, pollution and daily wear can all add to the gradual dulling of your beautiful jewels. The brilliance of a gemstone can become clouded and the surface of platinum and gold lose its shine.

We suggest that your jewellery receive periodic professional maintenance. You can take your pieces to a local jeweller to be cleaned, or contact our Client Services team and we can organise this service for you.

Most diamond and precious stone jewellery (with the exception of opals and emeralds) can be cleaned in warm water, using a mild detergent such as Fairy Liquid. You will be surprised at how effective this is. You can also use a very soft toothbrush to get into any hard-to-reach nooks and crannies. Always dry your jewellery after cleaning with a soft cloth.

General wear and tear can cause stone settings to loosen over time. If your piece does include precious stones, we recommend a setting-check approximately every two years. This is a service we offer and you can contact Client Services for further information.

Since many genuine gemstones and especially pearls are quite delicate, hot water, harsh chemicals and cleaners should be avoided at all times.

Never use a liquid jewellery-dip to clean your piece - these commercial products can cause lasting damage to metal and stones. Should you wish to polish your piece yourself you can use a jewellery polishing cloth. These are available from most jewellers, or we can organise getting one to you.

Payments

Credit cards

We accept VISA, Mastercard and American Express as credit card payments. Hannah Martin does not charge the credit card as this is on hold until the package is dispatched. However, the order amount will be deducted from your credit card by the time you place your order.

Paypal

You can also pay with a PayPal account, which you can log into or register for. PayPal stores your card and bank information, enabling you to pay without sharing your payment details with Hannah Martin.