Customer Service & FAQs

You will be emailed the despatch date for your order and consequently you will be emailed delivery details.

If your item is in stock, we will send it out by the second business day from receipt of your order.

If your item is not in stock, we will be hand making it from scratch, which can take from 11 to 27 business days. Some complicated jewellery and interior products can take up to 8 weeks.

Bespoke jewellery orders, where we are custom-making you a one-off piece, will always take longer to make, depending upon what you have requested. We say to allow 3 to 8 weeks and you will be provided with a production time-scale when you receive your quote.

For delivery transit times to your address see Delivery Info.

To find out whether an item is in stock or for urgent orders please contact us at info@stepheneinhorn.co.uk or phone +44 (0) 20 7359 4977 Monday to Saturday 10am-6pm GMT. Wherever possible we will try to meet your deadline without any extra charge. However in certain circumstances a Rush Charge may apply.

If you require your order for a special date please make sure you let us know by writing this in the Additional Information section at the check-out.

We deliver world wide with registered, private door to door courier services (not via Royal Mail) that offer delivery guarantees and insurance.

All the courier services that we use deliver on local business days, during local business hours of 9am 6pm Monday to Friday excluding bank & public holidays. They will require a signature on delivery and do not deliver to P.O. Boxes.  If you have elected to have your order delivered to a business premises, the courier will usually leave the package or calling card with reception.

We advise you to check the package and ensure that it is in good order before signing for it. If you think that the package may have been tampered with or has been damaged significantly during delivery, do not sign for it and contact us immediately stating exactly what you think the problem is.

If they fail to deliver to you on their first attempt, they will either leave a card notifying you of this with instructions on how to proceed or attempt a secondary delivery on the next business day. In some instances the driver may leave your parcel with a neighbour.

The USA is the only country where a courier is allowed to release a package without obtaining a signature. In these circumstances the driver must leave the parcel in a safe place on the delivery premises.

If you live in an area which is not serviced by our couriers, such as the Falkland Islands, we will contact you with details of how your item is to be delivered and the charge.

If you have any problems with delivery please phone us as soon as they arise on +44 (0) 20 7359 4977 or email us at: shop@stepheneinhorn.co.uk

Our Delivery charges are calculated by weight / dimension in relation to where you live in the world. You can find this information in the Delivery Info section of the website.

For any orders that are delivered outside the European Union, delays may be incurred as items go through your countrys Customs & Excise and you will be liable for any local customs duty, import taxes or costs due on your purchase. These are decided on a case by case basis by your own government at the point of entry to your country and are outside our control.

If you are charged any local duties or taxes, your countrys Customs should try to contact you by phone (and on some occasions email) to advise you of the charges prior to delivery. Due to the volume of imports they will usually only make one attempt to contact you. If they cannot get in contact with you, the goods may be released from customs on the condition that the duties or taxes are paid on delivery. In this instance, the courier will present you with an invoice outlining the customs charges on the first delivery attempt. If the charges cannot be paid on the first delivery attempt, the courier should leave the invoice with you and a second delivery attempt should be made on the next working day when you will again be required to pay the charges. Import charges can usually be paid by cash, cheque or credit card but this varies from country to country.

For our USA customers, if you do get charged, you can phone your local UPS depot on 1800 742 5877 to pay any customs charges over the telephone with your debit or credit card.

If you have any problems with delivery please phone us as soon as they arise on +44 (0) 20 7359 4977 or email us at: shop@stepheneinhorn.co.uk

Yes, provided that all your cardholder security checks are cleared.

You can return your purchase within 10 days from receipt of your order, for a refund, exchange or credit note, in line with our online purchasing Money Back Guarantee and Terms and Conditions.

Please note that you will be responsible for all delivery charges. Dont forget to mark the shipping documents / waybill with Return of British Goods if you are returning the goods from outside the EU. Otherwise you will be liable for any British customs duties or taxes charged on your returned item.

Refunds, Credit Notes or exchanges do not apply to customised products e.g. engraved or bespoke orders.

This is a common scenario, especially with engagement rings, so dont worry you are not alone!! It is very unlikely that you will be able to guess someones exact ring finger size. When you add the item to your basket, write in the 'additional information' box that you are unsure about the ring size.

Generally, we will send you an average ring size, which you can present as your surprise gift. Then you or the recipient may send it back to us in accordance with the returns procedure detailed under our Money Back Guarantee and we will re-size it or exchange it for one at the correct size, for free. To take advantage of the free re-sizing or exchange you must return the ring to us in its unworn, pristine, re-saleable condition with original packaging and receipt within 28 days from the date you receive your goods, in accordance with our Terms and Conditions. You will be responsible for all delivery and re-delivery charges.

Some items, such as our wood, gemstone and titanium rings, or those that are too many sizes out, cannot be resized. Therefore it is essential that you or the recipient return the ring for the correct size before wearing it. If we have to re-make the ring at a larger size and this requires the use of additional materials, we will have to charge for these, but you will be contacted before any work commences and informed of the charge.

If your ring is bespoke or has been customised in any way (e.g. with engraving) we are unable to exchange it and may not be able to re-size it. If we can re-size it, we will quote for this on a case-by-case basis.

For subsequent re-sizing charges for rings after the first free re-size please see Jewellery Services.

Please note that the size of a ring affects its price if it is made in gold or platinum (due to the amount / weight of metal required). Therefore you may have to pay extra if the size you re-order is larger than the one that you purchased, or refunded if it is smaller than the original. If you have purchased a ring with a stone as a gift and the recipient wishes to have a different stone, we can arrange this for you. Please note that price variations, due to the type and quality of the replacement stone may also apply.

You also have the option to exchange the gift for something else in our range or take advantage of our online purchasing Money Back Guarantee.

If you have any questions please feel free to contact us at shop@stepheneinhorn.co.uk or phone +44 (0) 20 7359 4977 Monday to Saturday 10am-6pm GMT.

It is our policy to allow a longer time-scale for returning Gift purchases. To qualify for this you must tick the Gift box at the check-out when purchasing.

You can return the gift on behalf of the recipient within 28 days from receiving the order for either a refund in accordance with our online purchasing Money Back Guarantee and Terms and Conditions, or an exchange or credit note. Please note that you will be responsible for all delivery charges.

Refunds, Credit Notes or exchanges do not apply to customised products e.g. engraved or bespoke orders.

Stephen Einhorn Gift Vouchers can be redeemed in-store at Stephen Einhorn, 210 Upper Street, London, N1 1RL, United Kingdom or by phoning +44 (0) 20 7359 4977 Monday to Saturday 10am-6pm. You will need to supply the full name of the person who gave you the Gift Voucher when you present it in-store. If you are placing your order over the telephone you will also need to send us the Gift Voucher before we can release the goods. If the order exceeds the amount of the Gift Voucher, the balance will need to be paid by credit or debit card. If the value is below the value of the Gift Voucher/s we will place a credit onto your account to be used at a later date. Change is not given on purchases which cost less than the value of the Gift Voucher presented. The Gift Voucher has no cash redemption value and is not transferable or assignable.

Yes we can help you out. If you need any advice buying a gift please feel free to contact us at info@stepheneinhorn.co.uk or phone +44 (0) 20 7359 4977 Monday to Saturday 10am-6pm GMT.

Yes we can help you out. When you purchase an item you will be provided with the option to purchase a Gift Tag, Candle Card or one of our unique heart shaped breakable gift boxes - Heart Break. If you would like us to write a short message please write this in the Additional Information section at the check - out.

Return the ring to us for re-sizing or an exchange. It is a free service if it is returned  unworn and in in its pristine, re-saleable condition (see Terms and Conditions) via registered post or courier (with insurance), within 28 days from the date you receive your goods. This also applies to gift purchases.

Some items, such as our wood, gemstone and titanium rings, or those that are too many sizes out, cannot be resized. Therefore it is essential that you return the ring for the correct size before wearing it.

If we have to re-make the ring at a larger size and this requires the use of additional materials, we will have to charge for these, but you will be contacted before any work commences and informed of the charge.

You will be responsible for all delivery and re-delivery charges.

If your ring is bespoke or has been customised in any way (e.g. with engraving) we are unable to exchange it and may not be able to re-size it. If we can re-size it, we will quote for this on a case-by-case basis.

For subsequent re-sizing charges for rings after the first free re-size please see Jewellery Services.

Yes we can alter the length of any of our chains to your specifications, whether it is a necklace or bracelet, neck chain or wrist chain. We will shorten any of our chains for free. To lengthen a chain, we will only charge you for the cost of any additional links or materials used.

You will be responsible for all delivery and re-delivery charges.

As our jewellery is hand made in our London workshop, we can usually alter our products to suit your specifications. For most products there is a drop-down menu that provides you with standard alteration options, such as changing the stone and the metal. But if there is an alteration that is not covered by our drop-down menu, simply go to our Bespoke section and enter your requirements into the Bespoke Form and we will be able to provide you with a quote and advice. Make sure you enter the name or code of the item that you would like altered.

Yes we can engrave a special message, name, date or design onto our jewellery for you.

See Jewellery Services for details.

For more complex engraved designs you should fill out our Bespoke Form, as this will be a separate engraving quote.

We advise you to make sure that you have the correct ring or bangle size before you have the item engraved. Otherwise you may be liable for all re-engraving charges and a possible re-make if you need the item re-sized. The re-engraving charges will be the same as the original engraving costs.

Yes, we only use conflict free diamonds and ethically sourced gemstones and refuse to use Sapphires and Rubies that come from the military regime of Myanmar (Burma) on ethical grounds. We only use reputed gem dealers who keep a close check on the conditions under which their natural coloured gemstones are mined.

We hand-make all of our jewellery using solid precious metals, and we do not plate our products. We advise you to take good care of your jewellery by doing the following:

Regularly give your jewellery a good hand polish with a gold or silver cloth and follow the care instructions included. Dip your precious jewellery every now and then into a jewellery dip. We sell all of these jewellery-cleaning materials. Sometimes, if your jewellery is really tarnished, it can be quite difficult to clean. We will gladly polish it up for you and give it a special clean up. See Jewellery Services for details.

Make sure you take reasonable care when wearing your precious jewellery and avoid wearing it in situations where it may get damaged easily (eg. doing manual jobs). As jewellery made from a precious metal is generally soft it will scratch and wear over time, especially if it comes into contact with other hard metals or materials

When you are not wearing your jewellery, keep it in the Jewellery Bag or Box that it comes with, in a safe place. If you keep your jewellery in a jewellery box make sure that it is kept separate from other items of jewellery.

Avoid any kind of contact with bleach or cleaning products eg. at home or work or in the swimming pool.

Be aware that the PH balance in your sweat can be altered when taking any kind of pharmaceutical or narcotic drug, whether it is for medicinal or recreational purposes. This can react with the precious jewellery and tarnish more easily.

All of our solid Sterling Silver (925) jewellery is fully assayed and hallmarked. Because we like the subtle colour of Sterling Silver, we choose not to plate it as most other jewellery is. Also plating will eventually wear through leaving a scrappy and cheap looking item.

Our sterling silver jewellery will naturally oxidise or tarnish over time, as all sterling silver will do. Certain conditions will speed the tarnishing or oxidisation process up and therefore we advise you to do the following.

Avoid any kind of contact with bleach or cleaning products e.g. at home or work or in the swimming pool.

Be aware that the PH balance in your sweat can be altered when taking any kind of pharmaceutical or narcotic drug, whether it is for medicinal or recreational purposes. This will react with the silver and tarnish more easily.

Regularly give your jewellery a good hand polish with a gold or silver cloth and follow the care instructions included. Dip your precious jewellery every now and then into a jewellery dip. We sell all of these jewellery cleaning materials. Sometimes, if your jewellery is really tarnished, it can be quite difficult to clean. We will gladly polish it up for you and give it a special clean up. See Jewellery Services for details

On some occasions, we, along with other quality jewellers, do have a customer who has been wearing an item of our sterling silver jewellery for a short time, and it starts to oxidise or tarnish straight away. Whether or not this will happen depends entirely upon the personal circumstances of the person who is wearing the jewellery and how well the jewellery is looked after. It does not have anything to do with the quality of the metal. If this does happen to you, please take note of the above advice.

Normally in these circumstances we would advise you to send it back to us for a special clean up. If the problem persists or you are allergic to sterling silver we suggest that you consider having your item rhodium plated, (see Jewellery Services for details) or change to wearing gold or platinum. Please note that rhodium plating makes your jewellery look more chrome than silver in colour.

We hand-make all of our silver jewellery using solid Sterling Silver (925). Because we like the subtle colour of pure precious metals we choose not to plate our fine jewellery in any way as most other jewellery is. Also plating will eventually wear through leaving a scrappy and cheap looking item.

All of our jewellery is fully assayed by the London Assay Office to assure the purity of the metal and features a hallmark to verify this, as well as our makers mark to verify its origin.

All of our precious jewellery is fully assayed and hallmarked. Because we like the subtle colour of pure precious metals we choose not to plate our fine jewellery in any way as most other jewellery is. Also plating will eventually wear through leaving a scrappy and cheap looking item.

We work in all precious metals including sterling silver (925), yellow gold, white gold, rose gold and platinum. We also use titanium in selected products. We can make most of our products in all carats of gold including 9 carat, 14 carat, 18 carat and 22 carat.

Please refer to our Metal Guide illustrating the different metals available.

We can, but generally we do not rhodium plate our products as it covers the colour of the actual metal, making it look like chrome. However if you are allergic to certain metals or like the look of rhodium plating we can do this for you. See Jewellery Services for details

If you are allergic to sterling silver, you could try white gold or platinum as a different white metal option. We can also rhodium plate your jewellery for an additional charge. See Jewellery Services for details

We use high quality diamonds in all our diamond jewellery. We generally provide you with three different diamond quality options for most of our diamond jewellery, which are:

a. HVS1 A clear/white diamond with very small inclusions. See our Diamonds & Gems for details.
b. EVS1 A clear/whiter certified diamond with very small inclusions. This diamond is whiter than the H colour and is either GIA or HRD certified. See our Diamonds & Gems for details.
c. DVS1 A clear/whiter certified diamond with very small inclusions. This diamond is whiter than the E colour and is either GIA or HRD certified. See our Diamonds & Gems for details.

The quality of a diamond depends upon a number of factors commonly known as the 4 Cs Cut, Clarity, Colour and Carat (weight). See our Diamonds & Gems for more information.

We mainly work with Diamond, Blue Sapphire, Pink Sapphire, Ruby, Emerald, Chrome Tourmaline, Pink Tourmaline, Aquamarine, Green Tsavorite, Amethyst, Topaz, Garnet, Honey Citrine, Peridot, and Pearls. We can also source most other precious and semi-precious stones. All of our diamonds comply with the Kimberly Process ensuring that they are conflict free. See our Diamonds and Gems for more information.

Yes, upon request we can quote you a price for different quality precious and semi precious stones. Simply go to our Bespoke section and enter your requirements into the Bespoke Form and we will be able to provide you with a quote and advice. Make sure you enter the name or code of the item that you would like altered.

Yes we do and this is one of our specialties we have made bespoke engagement & wedding rings for many happy couples worldwide including the UK, Europe, USA, Canada and Hong Kong. We work in all precious metals including Yellow Gold (9, 14, 18 & 22 carat), Rose Gold (9, 14, & 18 carat), White Gold (9, 14, & 18 carat) and Platinum. We also make wedding rings in Titanium and Sterling Silver on special request. For further information please refer to the Bespoke section of the website or go straight to our Bespoke Form.

Yes definitely! Stephen Einhorn is well known for his stylish, masculine designs for men including his mens engagement rings, wedding rings and commitment rings. For inspiration you can visit our Mens section or our Wedding & Engagement Section of the website. If you want something completely unique, why not have a look at our Thames Wood Section, which features jewellery made using a combination of our 2000 year old Thames Oak and precious metals. Or perhaps you would like to commission a one-off, hand-made design. If so, you can visit our Bespoke section of the website for inspiration or go straight to our Bespoke Form.

If you would like some advice, please do not hesitate to contact us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Saturday 10am6pm.

Yes definitely! For this service we recommend you visit our London shop or to send your ring using registered post and insurance to us at Stephen Einhorn at 210 Upper Street, Islington, N1 1RL. Please go to Contact Us & Map for further details.

Yes we do. We have a wide selection of jewellery and gifts for bridesmaids, best man and ushers including cufflinks, key rings, necklaces, bracelets and earrings as well as jewellery sets in precious metals using semi precious and precious stones. You can personalise these gifts with special engraving and packaging, including our unique breakable plaster hearts or eggs. We also offer a Bespoke jewellery service where you may commission a one-off, hand-made design especially for your wedding party.

Please visit our Wedding & Engagement section and our Gifts & Occasions section for inspiration. If you would like to discuss your requirements or gain some advice, please do not hesitate to contact us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Saturday 10am6pm. Or visit us at Stephen Einhorn at 210 Upper Street, Islington, N1 1RL. Please go to Contact Us & Map for further details.

We offer a bespoke jewellery service where you may commission one-off, hand-made designs especially for your wedding guests. You can personalise these gifts with special engraving and packaging, including our unique breakable plaster gift boxes- Heartbreaks or Eggs and Candle Cards. We have even made Pewter wedding table decorations.

Please visit our Wedding & Engagement section and our Gifts & Occasions section for inspiration. If you would like to discuss your requirements or gain some advice, please do not hesitate to contact us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Saturday 10am6pm. Or visit us at Stephen Einhorn at 210 Upper Street, Islington, N1 1RL. Please go to Contact Us & Map for further details.

The actual price will depend upon what you are ordering and we quote on a case-by-case basis.

The cost of a bespoke item is always considerably more expensive than our standard jewellery range,
because we are custom-making something especially for you. This involves a complex and time-consuming process of design, pattern making, moulding and casting as well as other special requirements such as stone setting or enamelling. There is a minimum fee for any commission, big or small. See our Bespoke Form for full details. We will email you a quote from the information you provide us on this form.

If you have any problems you can always email us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Saturday 10am6pm. Please make sure that you have tried to fill out the form first. Or visit us at Stephen Einhorn at 210 Upper Street, Islington, N1 1RL. Please go to Contact Us & Map for further details.

Yes, Stephen Einhorn can basically make you pretty much anything you want as he has spent his entire working life enhancing his material knowledge and developing his craftsmanship. Prior to starting Stephen Einhorn Ltd in 1995, he ran his modelmaking business for the film, TV and advertising industries for 8 years. Stephen has custom-made a variety of items for both private and corporate customers including various un-named Rock Stars and Celebrities (we are discreet!), and for companies such as Dunhill, Publicis and Nokia. He has also designed retail ranges for high fashion brands such as Paul Smith, A Bathing Ape, Takeko Kichuchi and Dexter Wong, including his own branded range Stephen Einhorn for Paul Smith.

To find out more about our bespoke jewellery service go to the Bespoke section of the website. You can fill out a Bespoke Form with all of the details of your enquiry. We will provide a quote from this information.

If you have any problems you can always email us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Saturday 10am6pm. Please make sure that you have tried to fill out the form first.

Generally you will receive your email quote within seven English business days from submitting your request by email. If your order is for a particular date, make sure you inform us of this when you request your quote. See our Bespoke Form for full details.

We will provide you with an exact time-scale when we organise your quote. Generally, for our Bespoke items, the following production time scales apply from the date that you approve your quote and the 50% deposit is taken.

Items WITHOUT stones (this includes items with Thames Wood): 2-5 weeks PLUS delivery
Items WITH stones: 3-8 weeks PLUS delivery

If you require your order by a particular date please let us know when filling out the Bespoke Form. We will email you to let you know if we can meet your deadline.

We require a 50% non-refundable deposit upon placement of your order and the balance upon completion prior to shipping or collection from our London shop. You can place your order over the telephone with our London shop on +44 (0) 20 7359 4977 Monday to Saturday 10am-6pm GMT. We accept all major debit and credit cards.  Please note that we only hold ordered items either completed, or partially completed or in progress and waiting for your further approval for a period of 6 months. You can contact us on 020 7359 4977 or shop@stepheneinhorn.co.uk to discuss your order or to make further arrangements. Please quote your full name and order number on all correspondence.

No you dont. If you fill in all of the required information on the Bespoke Form, we will be able to provide you with an accurate quote and advice, and keep you updated as to its progress.

You may still like to visit our shop to get an accurate ring size or to gain some inspiration from our current collection. Our London shop is open 10am 6pm Monday to Saturday. Please go to Contact Us & Map for further details.

If you would like us to use your own stone or match a ring to fit around an existing ring that you own, you will need to send us the item or you may be asked to visit our shop so that we can view these in order to give you an accurate quote.

Yes we have done this on numerous occasions for our customers and we decide whether we can use particular stones on a case-by-case basis.

Please note our disclaimer:

DISCLAIMER:
As your own item has been made or obtained from elsewhere, we cannot guarantee its nature, including its quality, authenticity, material or construction. Therefore we accept no responsibility for any damage caused, owing to the items unknown nature.

No, we never melt down items obtained from elsewhere to use the metal in a new item. However, we have incorporated existing rings into new bespoke items.

Yes we can help you, however please note that in order for us to give you an accurate quote we will need to know as much information as possible. We can of course offer you advice and if you would like to discuss your ideas or seek some advice please do not hesitate to contact us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Saturday 10am6pm. Or visit us at Stephen Einhorn at 210 Upper Street, Islington, N1 1RL. Please go to Contact Us & Map for further details.

Yes definitely! We are only too happy to help you out with advice and general assistance. Please do not hesitate to contact us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Friday 10am6pm.

You may even like to visit our shop to view our current collection and speak to our Shop Assistant. Our London shop is open 10am 6pm Monday to Saturday. Please go to Contact Us & Map for further details.

You can visit the Stephen Einhorn Islington, London jewellery shop with its on-site workshop located at 210 Upper Street, N1 1RL, Islington, London, UK to discuss your ideas or ask for advice. You can also phone +44 (0) 207 359 4977. Our shop is open Monday to Saturday, 10am to 6pm.
Please go to Contact Us & Map for further details.

Yes you can. We are only too happy to help you out with advice and general assistance. Please do not hesitate to contact us at info@stepheneinhorn.co.uk or phone our London shop on +44 (0) 20 7359 4977 Monday to Friday 10am6pm. But when ordering on-line please be assured that your personal information, including your credit card details, are protected by our secure server and encrypted transaction process.

We accept all major debit and credit cards including:

Visa, Mastercard, Switch/Maestro and Solo.

When ordering on-line please be assured that your personal information, including your credit card details, are protected by our secure server and encrypted transaction process. Please see our Privacy Policy for more details.

We do keep your personal contact details on record along with the details of your purchases for our reference purposes only WE DO NOT GIVE THESE DETAILS TO ANY THIRD PARTIES.

We may use your contact details, such as email, to inform you of future promotions and new designs. You can opt out of this at the check-out.

Definitely not.

As our company is based in London, England, your transactions are taken from your card in UK pounds sterling. Your bank calculates exchange rates and this will be shown on your card statement.