F.A.Q'S

Practical Information

What are the showroom opening hours?

We are open Monday to Friday 9am-6pm, however we are flexible and will happily open for one-to-one and bespoke appointments 7 days a week, at a time convenient to you.

Where is Hannah Martin sold?

Hannah Martin is sold at our London Showroom and here on our online flagship store. You can find out which retailers we work with here.

Do I need an appointment to visit the showroom?

It is best if you contact us prior to a visit so we can provide the best service and product you require.

How can I contact the Hannah Martin showroom?

You can email us at clientdesk@hannahmartinlondon.com for general enquiries, or contact personalshopping@hannahmartinlondon.com for sales appointments, bespoke requests or customisation.

Our Head Office number is 020 7251 6700 for all other queries.

Where can I view Hannah Martin collections outside of the UK?

To stay up to date on our international tour dates you can sign up to receive the HM Newsletter

Purchasing a Piece

I am not in London; how can I buy Hannah Martin jewellery?

The easiest way to make an international purchase is through this website. For specific support with your purchase we offer a Personal Shopping service. You can be in touch with our Personal Shopping team here.

We also host regular international exhibitions and events. To stay up to date on our international tour dates you can sign up to receive the HM Newsletter, or email us to register your interest in a specific city.

Does Hannah Martin ship internationally?

We ship globally. Please contact our customer service team if you require specific request or requirements for shipping.

Can you help find my ring size?

We can. Please check the size guide provided here online. We can also deliver a free Hannah Martin Glory Hole size-guide to you. You can request this via the form provided.

What is the Hannah Martin Personal Shopping service?

HM Personal Shopping service will dedicate a shopper to lead you through your purchasing experience, guiding you to products and services that are particularly suited to your needs and desires.

Does Hannah Martin make engagement rings?

Hannah Martin makes bespoke engagement rings. You can find out more information about our Bespoke Service and book an appointment with Hannah here.

Are the products featured on the site actual size?

Due to variations in screen sizes and viewing, the products are not actual size. Every piece of jewellery has been photographed on a model to help you understand the true size.

Do you produce only jewellery?

At the moment, yes - but we are always evolving and collaborating on new ventures.

Is VAT included in the piece’s prices online?

VAT is included in the total price online in UK pound sterling.

Can VAT be deducted?

VAT can be deducted if you are shipping outside of Europe.

Delivery

What is the policy for returns and exchanges?

We are happy to accept returns should you not be satisfied with our products. Items must be returned unworn and in the condition receive, including packaging within 14 days in line with our total satisfaction policy. We offer free returns for both local and international sales subject to certain conditions.

For full details on our Returns Policy and guidelines how to return an item, please refer to our customer service team.

How long does it take to receive delivery?

If the product you have ordered is in stock we offer both standard and priority shipping internationally. We also offer a same-day service in the Greater London area. For more information on our delivery times please refer to Customer Service.

If your product is not in stock we will be in touch immediately to let you know how long the craftsmanship process will take.

Can I amend my delivery address?

If you would like your order to be shipped to a different delivery address please contact our Customer Service team on clientdesk@hannahmartinlondon.com.

Which courier will you be sending my order with?

We work with different courier companies depending on your location and the type of shipping you have requested. We will email you immediately after purchase with tracking information for your particular courier service.

How much does shipping cost?

Standard global shipping is free on all orders. Priority global shipping is free on orders over £800. Please refer to the Delivery & Returns section of this website for further information, or contact our Customer Service team who will provide you with options and quotes.

Will I be required to pay import duties?

For those clients located outside of the UK VAT zone, the prices you see online 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 Customer Services for assistance with your specific enquiry.

Can I opt for express shipping?

Express and priority delivery services are available. We offer this as a free service on purchases over £800. Please see our Delivery & Returns page for more details on this.

Is my purchase insured during transit?

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.

Will I receive order tracking information?

Yes. We will email you the tracking information of your order as soon as it is shipped.

Can I select a specific delivery date?

Yes. Please contact us immediately after placing your order to request a specific delivery date. You can email us on clientdesk@hannahmartinlondon.com or call our head office on +44 (0)20 7251 6700

Craftsmanship

Where is Hannah Martin jewellery made?

All Hannah Martin jewellery is made by hand here in London.

What metals does Hannah Martin use?

Hannah Martin jewellery is predominantly made in 18 carat gold. We create pieces in yellow, rose and white 18 carat gold. We sometimes use a black rhodium plating on the surface of the gold. All our pieces carry UK hallmarks as a guarantee of the metal quality.

For our bespoke pieces we also work in platinum or palladium.

Which gemstones does Hannah Martin use?

We work with every type of precious and coloured stone. Hannah selects all gemstones according to the requirements of the design. Our Bespoke Service allows you to work with Hannah to select stones of your choosing.

Where are our stones sourced?

Our stones are sourced from all over the world. For specific enquiries about stones you can get in touch with our Customer Services team.

Bespoke

How long does a bespoke piece take to make?

Each bespoke commission is unique so the design and craftsmanship time can vary depending on the complexity of the piece.

On average the design process and stone-sourcing takes 4 - 6 weeks and the production of your piece 6 - 8 weeks.

Can I bring my old jewellery in to be remade into a Hannah Martin piece?

We are always happy to discuss re-modelling your personal jewellery, giving it the Hannah Martin edge. Contact our Personal Shopping team for more details.

Can I have loose stones set into a Hannah Martin setting?

Unless we are re-modelling a piece of jewellery we would not normally work with loose stones provided by you.

Each case is unique however and we are always happy to discuss a request. Contact our Personal Shopping team to discuss your project in more detail.

Is it possible to have my birthstone set into a piece?

Yes. We can work with your birthstone either in a bespoke piece or alternatively we offer the opportunity to customise an existing Hannah Martin design with the gemstone of your choice.

How do I go about commissioning a bespoke piece?

You can make an initial enquiry about a potential bespoke project either through the Bespoke section of this website or by contacting our Personal Shopping team by email on personalshopping@hannahmartinlondon.com or by phone on +44 (0)20 7251 6700.

One of our experts will ask you for a few more details about your project and organise an initial appointment with Hannah, either in person or via a phone call.

What is the starting price for a Hannah Martin bespoke piece of jewellery?

We don’t have a minimum price for our bespoke service. We do charge a flat rate design fee of £1000 when you decide to go ahead with the process, and we will work within your budget requirements.

Customisation

Can my jewellery be personalised?

We offer a full customisation service to allow you to personalise your Hannah Martin piece. This includes engraving, changing the colour and type of stones and metal or adding extra stones.

Please contact our Personal Shopping team with any requests you have for personalising your Hannah Martin piece. You can email us on personalshopping@hannahmartinlondon.com or call us on +44 (0)20 7251 6700.

Can my jewellery be engraved?

Yes. We work with highly skilled engravers and are able to engrave any piece of Hannah Martin jewellery. We are even able to reproduce your handwriting for you should you wish.

Our Personal Shopping team can help with any engraving requests.

Can I request for a piece to be made in a different colour or type of metal?

Yes. We can create our pieces to order for you in the metal of your choosing as long as it does not affect the durability or quality of the piece.

Our Personal Shopping team will be happy to discuss any request you have, and provide you with a quote.

Can I request for a piece to made with different gemstones?

Yes, we can customise any of our gemstones pieces with the coloured stone of your choosing.

How long does customisation add onto the production/purchase time?

Engraving will add approximately 7 days to your purchase time, although we can often offer an express service if necessary.

If you have requested to personalise your piece by changing the metal or gemstones, then we will be making your piece from scratch. This process will take on average 6 - 8 weeks.

You can email our Personal Shopping team on personalshopping@hannahmartinlondon.com or call us on +44 (0)20 7251 6700 for more information on time-frames before you make your order.

After-Sales

Where’s my order?

We will have sent you a tracking number to follow the progress of your delivery. If you have not received this, or it is not giving you the information you require please contact our Customer Service team immediately on clientdesk@hannahmartinlondon.com or by calling our head office on +44(0) 207 251 6700.

Can I cancel my order?

You can cancel or amend your order within 24 hours by contacting our Customer Service team on clientdesk@hannahmartinlondon.com or +44(0)207 251 6700.

You are not able to cancel bespoke or custom-made orders once you have confirmed production, but we will not begin production without asking for your confirmation.

Can I return an item?

We are happy to accept returns should you not be satisfied with our products. Items must be returned unworn, in the condition received with all HM packaging. Returns must be received within 14 days of receipt in line with our total satisfaction policy. You can find full details of our returns policy on the Delivery & Returns page of this website.

Can I exchange a product?

All pieces can be exchanged. Items must be returned unworn and in the original packaging within 14 days in line with our total satisfaction policy. Please contact our customer support to ensure the replacement product required is available. You can find full details of our exchange policy on the Delivery & Returns page of this website.

My delivery is late/missing

We apologise for this inconvenience. Please contact our Customer Service team immediately and we will rectify the situation as quickly as we can.

Can my ring be resized?

We offer a resizing service for all the rings we produce. Please contact Customer Services for a quote.

How should I protect my Hannah Martin jewellery?

We want you to wear your Hannah Martin jewellery on all occasions - whether that be in a Michelin-starred restaurant or in a mosh-pit. We do however suggest a certain amount of common sense be used in the basic protection of your jewellery. Any hard knocks, for example, can damage gold or precious stones and may loosen the settings of stones.

When you are not wearing your piece we suggest it be kept in it’s box. If you are travelling with your jewellery we suggest that individual pieces are kept in separate bags or boxes.

Over time, dust, pollution and daily wear can all add to the gradual dulling of your piece. We suggest that your jewellery receive periodic professional maintenance. You can take your pieces to a local jeweller to be cleaned, or contact our Customer Services and we can organise this service for you.

If you have any concerns about protecting your Hannah Martin jewellery, our Customer Service team can advise you.

How should I clean my Hannah Martin jewellery?

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.

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

Please do not use a liquid jewellery-dip to clean your piece - these products can cause lasting damage to metal and stones