Sonnys Jewellers | FAQs

Have a burning question? We have listed and answered the questions most frequently asked by our customers. If you cant find what you need here, please feel free to contact us.

Jewellery

Are your gold jewellery pieces 'solid gold' or 'gold plated'?

Our priority is providing you with the highest quality of jewellery, which is why our jewellery is always made with 100% of the precious metal (gold, silver or platinum) indicated in the title, with no plating. 

Does your jewellery come with a Hallmark?

We follow UK Hallmark standards, which require all jewellery to be hallmarked to ensure authenticity. The only exemptions for this rule are items which fall beneath the specified weight thresholds. These are:

  • 1 gram for gold
  • 7.78 grams for silver
  • 0.5 grams for platinum
  • 1 gram for palladium

How do I care for my jewellery?

There are several precious metals and stones used in our jewellery, so please ask a member of our team for care tips specific to the item you have bought. However, generally the following rules apply:

To protect jewellery and ensure longevity, store your jewellery in its original box. Avoid storing metals together as this can cause scratching and damage to softer metals and gemstones.

Remove jewellery when cleaning or doing any manual labour as chemicals can damage your precious metals.

Silver

It's important to note that sterling silver is likely to tarnish over time; this is a property of the metal.

To restore the original brilliance of silver, we recommend trying to polish the silver which can help to remove the tarnish. If this is not sufficient, we recommeding using a silver bath to remove the tarnish.

Gold

To preserve and maintain the shine of gold jewellery, we recommend cleaning your pieces with warm soapy water, making sure to allow your jewellery to dry fully before storing. For a deeper clean, we offer an easy to use gold bath solution which can bring a new shine to your jewellery.

Diamonds

All diamonds are set securely by our expert workshop team. We are committed to your peace of mind and every piece of diamond jewellery we sell is covered by our guarantee.

Orders

Can I cancel or amend my order?

If you need to cancel or make a change to your order, please get in touch within 24 hours of ordering.

Our team aims to get your orders processed and dispatched as soon as possible once we've received your order, so please note that it may not be possible to amend or cancel your order once we have received your request.

Please note that once your order has been placed, no cancellations are accepted for engraved or bespoke items and cancelled orders will incur a 20% charge of the overall price.

For more information, please refer to our shipping policy.

How much does U.K. delivery cost?

We are proud to offer free shipping on every order, across the UK.

How long will my order take to arrive?

Royal Mail is our chosen courier for all of our deliveries.

All items shown on our website are available in stock today and also available to purchase in-store. Stock items will be dispatched within 1-2 working days.

Orders under £250 can be posted for free via Royal Mail 2nd Class, which can take 5-7 working days.

Orders of £250 and above will be posted via Royal Mail Tracked 48 free of charge, which aims to deliver within 3 working days.

We also offer Special Delivery with Royal Mail, which guarantees next-day delivery by 1pm from Monday to Friday.

To arrange an alternative delivery or collection date please send us a message. You're also welcome to call us on 0121 236 2426.

If you order online, your jewellery box will be sent securely in a protective padded envelope inside a Royal Mail tamper-proof silver bag.

How can I track my order?

Once your tracked order has been packed and dispatched, you'll get an email containing your Royal Mail tracking number, which you can use to stay updated on where your new item is while its on its way to you.

Once Royal Mail has scanned your package into the system, the tracking number can be used to see information about your order's whereabouts. This may take a couple of hours, and if your order was packed on the weekend, the tracking system may not be updated until the next business day.

What if I need my jewellery for a specific date?

To arrange an alternative delivery or collection date, please send us a message or give us a call on 01212362426

Can I return an item?

If you've made a purchase and something isn't right, please get in touch so we can arrange alterations or resizing as needed. We also offer a full refund provided the return is made within 28 days. This return window starts on the date the item is delivered or collected.

For more information, please refer to our return policy

Collections

Can I collect my jewellery from your store?

Absolutely! If you'd prefer in-store collection to delivery, all you need to do is indicate this when prompted at the checkout, or if you'd prefer, you can contact us or give us a call on 01212362426 to checkout over the phone

What do I need to bring when coming to collect my jewellery in-store?

When collecting goods, we require you to bring your original Sonny's receipt or order confirmation as proof of purchase, as well as a form of ID

It's important to note that for your security, goods will not be handed out without proof of identity or proof of purchase.

When will my jewellery be ready for collection?

All items shown on our website are available in stock today and also available to purchase in-store. Stock items will be ready to collect within 1-2 working days, and you'll be notified when your item is ready to collect.

Returns, Refunds & Exchanges

What is your return policy?

You can find our return policy here.

What is your exchange policy?

You can find our exchange policy here.

Services

Buy online pick up in-store

Prefer to collect your order in person? You can order online and pick up the same day! Items available for in-store pickup will be indicated on the product page. Simply add your items to your cart and opt for in-store collection at checkout.

Phone order

Give us a call on 0121 236 2426 and a member of our team will be happy to process your order and take payment over the phone. We'll get everything packaged up for you and you'll have the option to have your order shipped to you for free or you can come and collect your order in-store.

Don't forget to bring a form of ID with you when coming to collect your order!

Shop in-store

Come in and browse our extensive collection of jewellery! Our award-winning team will be happy to assist you in trying our jewellery on and giving you personalised guidance and advice to help you find the perfect piece,

Jewellery polishing

Our in-house goldsmiths provide an epert jewellery cleaning and polishing service. Please note that lead times may vary depending on the time of year but on average is about 2 weeks.

We also have a range of jewellery care products that will help keep you pieces gleaming in between professional cleanings!

Jewellery repair

When you purchase a ring from us, you're entitled to a free re-sizing if the ring isn't a perfect fit for you or your loved one. All you need to do is bring along your proof of purchase when making your request.

We also offer alterations and re-sizing for jewellery that hasn't been purchased from us.

You can find more information by checking out our services.

Ring resizing

If you've found your dream ring at Sonny's but it's not the right size, we can often re-size it to fit. Generally speaking, we'll only resize jewellery up or down 2 sizes, to be sure that the metal does not weaken. However, it might be that we can source the same ring in a different size if needed, so please do enquire. When purchasing a ring from us, we'll always honour one free re-sizing to ensure the ring is a perfect fit.

We can also resize jewellery that was not purchased from us, following the guidelines above. 

 

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