Get the lowdown
Frequently Asked Questions
This internet thing is terribly convenient and everything, but your screen can't answer your questions for you like a person could. Or can they? We've been makers and retailers for a good while, so we've compiled the most common questions from our customers and compiled what we hope are thorough and well considered answers. On everything from jewellery care to returns.
Love Your Jewellery
Caring For Your CarterGore
We make our jewellery to withstand the grind of time - quality is kind of our thing. But there are a few things that you can do to take care of your jewellery - from cleaning to storing - that will give each of your pieces a longer, shinier life.
Silver jewellery will naturally tarnish over time, it’s just a thing silver does. Making sure that your jewellery is kept clean and taken good care of can prevent any tarnish building up over time. When you’re not wearing your CG, store your jewellery separately so that it doesn’t get scratched or tangled. We recommend storing your jewellery out of strong sunlight either in its original packaging or in a fabric pouch.
Solvents, bleaches, household chemicals and cleaning products can tarnish silver. So try to avoid spraying perfume or body sprays onto the jewellery. Also avoid contact with creams, perfume and make-up. Even some skin types can make the silver go black - this is only surface discolouration and can easily be removed with an anti tarnish silver polishing cloth.
To clean your jewellery avoid silver dips and clean with an anti tarnish silver polishing cloth (you can pick these up pretty cheap online).
When placing your order, make sure that you order the correct size - measure the circumference and compare to our size guide. (You can find a size guide here). It’s very important that you do not bend or change the shape of the bangle - it might be able to take it once or twice but we promise … it will snap. Snapped bangles cannot be repaired.
To give your jewellery a long and happy life, we recommend not wearing while in the shower, bath or swimming. To prevent misshaping, storing your jewellery carefully after wearing and avoiding banging, knocking. And if you wear your jewellery to bed - they will get tangled. Take it off before you go to sleep to avoid this.
While it might look really cool, we don’t recommend wearing your jewellery when participating in sports, sleeping or swimming. Always avoid running the charm along the chain/bangle (even subconsciously) as this will wear out the silver and cause damage.
Keep free from sun cream and after sun lotion, as they will tarnish and damage the silver. Avoid wearing when in swimming pools or jacuzzis as the chlorine may mess with the silver. Store safely when not wearing, keeping it out of direct sunlight when you do. Make sure you keep multiple chains separate, so they don’t twist and tangle together (nightmare).
From Us to You
Orders & Delivery
We spend as much time and attention on getting our jewellery to you as we do in designing and making it. As a small business (with limited pairs of hands) everything is made, packaged and shipped by us. As beautifully as possible. As quickly as possible.
All our orders are made to order, we get the ding and Gary trots off to the factory to get it made. We always aim to dispatch between 3-5 working days from your order date. But please bear with us and get in touch if you’re experiencing any undue delays. If you need an item for a certain date or special occasion please contact us, we’re always happy to help.
All our products are packed by hand with tender, loving, care. No matter who you’re buying it for, we wrap it up like the special gift. If you ARE buying something special for a gift though, let us know - as we can pop in a note from you.
We send all our parcels by good old Royal Mail. Within the UK, all orders are sent Royal Mail 1st Class tracked and signed for. We offer free UK postage for orders over £75, otherwise the cost is £2.95.
Need it quicker? We can offer a UK Express Delivery option which will be sent Royal Mail Special Delivery. Cost of Express Delivery, regardless of order value, is £6.95.
And for our International Customers (Hello), all orders are sent Royal Mail International tracked and signed for. The cost of all international orders, regardless of value is £9.95.
Sending a little love someone’s way? We like your style. You can, of course, place an order and have the item shipped straight to them, delivered right to their door to make their day. Let us know if there’s a specific day you need to get it there for, any if there’s anything special we can do to give it that extra ‘oomf’.
Returns & Exchanges
We're passionate about creating jewellery that really means something to our customers and offering a level of service that is unparalleled. If you aren't besides yourself with unrelenting joy at your order, here are some of the common questions and answers. But always get in touch if you're still unsure on where you stand.
We really hope you love your CarterGore purchase, but if for any reason you don’t, please let us know straight away. We’re happy to refund or replace unworn items returned in their original condition and packaging, within 30 days of the date we shipped out to you. If your order arrives damaged in any way please get in touch with detailed photos so we can resolve the issue.
You are responsible for return postage costs unless the item is faulty, and responsible for the product until it reaches us. We will notify you by email when we receive your return. If the refund is approved, we’ll aim to have the money returned to you within 14 working days.
If you change your mind or fancy something different (it happens to the best of us), we can always look at exchanging your piece for you. You can request a different design within the same size or price range. If you want an alternative size that retails at a higher value, this may incur an additional cost per item where you would need to pay the difference.
Any jewellery that has been personalised or created to order cannot be returned or exchanged since they are an individual, bespoke piece of jewellery. Made just for you. When ordering the piece, you will be asked to confirm that the wording and spelling is correct as mistakes cannot be rectified afterwards. Check and double check.
During the warranty period of twelve months from purchase, we will repair or replace, at no charge, any item that proves defective because of improper material or workmanship, under normal use and care.