Frequently Asked Questions
We plan on operating normally during the COVID-19 crisis but we are monitoring the situation closely and will alert you should anything change. You can use the "Contact Us" button to message, email or call us with your questions. You can also find our most recent updates on Facebook at https://www.facebook.com/pg/mercymadge/posts/
HOW DO WE IDENTIFY OUR JEWELRY?
We do our utmost to accurately date and describe our jewellery. We use a variety of techniques, testing and observation. All precious metals are tested, whether hallmarked or not. We use electronic metal testing equipment and acid testing. Diamonds and gemstones are tested with the Presidium Gemstone Tester and the Diamond Selector II. We use industry standard gauges and digital callipers for measuring. If we have jewellery appraised, we use independent gemmologists and jewellers who have no connection to or vested interest in our shop.
HOW DOES LAYAWAY WORK?
For purchases over £100 we offer a free 60-day layaway term with a 20% deposit which is applied towards the item cost. Once paid we will reserve the item for you.
Payments are flexible, you can schedule them at your own convenience and decide how much and when you want to pay. Simply let us know when you are ready to make an instalment and we will send you a link to pay.
A longer layaway term may be agreeable depending on the item cost and we are happy to discuss your individual needs with you.
Layaway payments are non-refundable and returns are not permitted. Store credit will be offered in certain circumstances at the shop’s discretion.
DO YOU OFFER GIFT WRAPPING ?
Yes! Every purchase will arrive boxed in our complimentary custom packaging which is free of charge.
DO YOU CHARGE A RESTOCKING FEE?
No, rest assured items returned within our return policy are not subject to a restocking fee. If an item is returned outside the shops return policy then we may reserve the right to charge a discretionary 20% restocking fee.
HOW DO I CARE FOR ANTIQUE JEWELLERY?
Antique jewellery, by its very nature, is more fragile than modern jewellery and can be more prone to damage. Many of our pieces are 150 years old or more, it is part of their charm and they will require special care.
We guarantee all our items as described but cannot guarantee they won't need maintenance or repair due to use and wear. With a modicum of care, the jewellery you are fond of can last many more lifetimes to come.
We accept no responsibility for pieces that become damaged whilst in your possession and damaged items cannot be returned.
DO YOU OFFER RING SIZING & ENGRAVING SERVICES?
We offer a sizing service for our rings and a traditional engraving service for our jewellery. Contact us for details and pricing.
DO YOU TAKE CUSTOM ORDERS?
We are unable to show our entire collection in our online shop so if you are looking for something that we don't have please feel free to contact us by email, phone or through our website. We have many more items in stock than are listed and may have the perfect piece!