CLIENT SERVICES

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MADE TO ORDER

Because all our products are handmade in limited runs, we don’t always hold stock of every item.

If the piece you crave is available, but not currently at the studio, you will see a little note that it is ‘Made to Order’.

Worry not, you will have your jewel, but it may just take a little while longer as we have it made especially for you.

You will be informed if this is the case – and orders take anything between 10 – 28 days to complete, depending on the complexity of the piece. We will update you of the expected delivery time with your confirmation email.

If you have any queries, or are in an exceptional hurry please email the team on clientdesk@hannahmartinlondon.com and we will do our very best to help you.

Time in the manufacture means a quality, luxury product that will be with you for ever.

Thank you for your patience.

THE BESPOKE SERVICE

At HannahMartinLondon.com we aim to offer you an experience that reflects your own individuality, taste and faultless style. We understand that sometimes all you need is a little something that nobody else in the world has.

We would love to work with you to create this.

All our clients are unique and all of them have great taste and style (of course, or you wouldn’t be shopping with us). We value your creativity and ideas – which is why we offer our exclusive Bespoke Service.

THE PROCESS:

1. THE BEGINNINGS

To begin the Bespoke Service process, send us an email at bespoke@hannahmartinlondon.com with a brief outline of your thoughts.

Don’t worry if it’s really vague – you may just want to tell us the occasion the piece is for or the outfit it will go with. You may have a specific stone you would like to work with, or a piece of old jewellery you want to re-work. Tell us anything!

We also need to know your budget, if you have one – we work with budgets large and small, but we need to know what it is early on.

2. THE CONSULTATION

We will get back to you to organise a live video consultation with Hannah Martin herself – who will be creating your bespoke piece or pieces for you.

We offer this initial consultation with Miss Martin over Skype at a time suitable to yourself, to decipher exactly what it is you would like.

Before this, we will need you to register all your details, including your Payment Details – we won’t do anything with these until the time comes, but it’s your way of showing us your interest is serious. We will explain all this in the confirmation email we send you.

3. THE DEAL BEGINS …

Once you have discussed with Hannah what it is you would like, we will confirm your order via email as well as written confirmation we will send you through the post.

This will include the budget you have discussed and an estimated delivery time.

We request that you reply to us via email or letter to acknowledge and confirm that you are happy with these terms of this Bespoke Order.

The order will then be processed as soon as we receive your payment.

Your payment options are:

• Pay in full up front.

• Pay 50% non-refundable deposit, with payment completed before we ship your completed piece.

4. WHAT YOU CAN EXPECT TO RECEIVE DURING YOUR TIME AS A BESPOKE CLIENT

Each client is different, and each piece is different but you will certainly be experiencing some or all of the following, depending on the package you decide on:

• Up to 2 more consultations with the designer, either through Skype or in person at our London studio.

• Design drawings for you to keep of your piece, authenticated with our seal of originality.

• Fittings for your piece – at your own home or at our London studio.

• Visits to stone dealers to select your specific stones.

• Continual email updates on the progress of your piece.

5. EXTRA SERVICES

We are happy to organise Valuation of your piece after completion – at a standard cost of 3% of the value of the piece.

We can also have your piece photographed, or even organise a fashion photo-shoot with yourself and your piece as the stars, using professional photographers and stylist to bring the best out in both of you!

Just let us know whatever it is that will fulfill your wildest dreams ….

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PERSONALISE YOUR ORDER

We understand jewellery. We know that it is something personal, something intimate, something that writes its own history for its wearer.

With this in mind we know that our clients often like to personalise the jewellery they order from us.

We are happy to engrave your piece – with initials, a secret message to a loved one, or poignant word or two to mark a moment in time …

We can also change the colours of the stones we use, or even the metal – each piece is hand-made here in London so your wish is our command.

Please email us at clientdesk@hannahmartinlondon.com with your personal requests.

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GIFT SERVICES

We offer a number of services which we believe make HannahMartinLondon.com the only place to buy that extra special unique gift that will win you enough gold stars to last a lifetime.

WRAPPING …

All jewellery is packaged in our handsome black leather boxes bearing a hand stamped wax seal of authenticity. However … we will also gift wrap your jewels for you in exquisite black paper with gold ribbon – we will even write a note, if you let us know what you would like to say.

Email us at giftservice@hannahmartinlondon.com before or after you place your order to let us know.

PERSONALISATION …

We can personalise your order with engraving, if you would like your message to be within the piece itself.

Just let us know at giftservice@hannahmartinlondon.com before you place your order: for orders over £200 this service is free.

GIFT ADVICE …

If you are looking for a gift and need a little helping hand we can offer you just that. Please email giftservice@hannahmartinlondon.com with details of the person you are buying for and we can help you choose the perfect present.

GIFT CARDS …

And of course, for those that are just impossible to satisfy … why not let them choose for themselves.

We offer Gift Cards available in various denominations (from £50 to £1,000). These will be added to your shopping bag as a normal item. You can of course purchase any multiple of these.

Gift Cards are not only the ticket to owning a piece of elegant, unique jewellery, but a beautiful gift to receive in themselves.

Working in collaboration with our friends at Elephant’s Graveyard and New North Press we have created Limited Edition runs of Gift Cards, hand-set and hand-printed on a beautiful Albion Press in Shoreditch. Each Card has its own uniquely generated code. The lucky recipient will be able to redeem them against any jewellery purchase by entering this code at checkout.

Your Gift Cards will be sent to you in the post, carefully packaged, with a personal message if you should require, and we hope you agree make a truly individual gift

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CARING FOR YOUR JEWELLERY

Dust, pollution and daily wear can all add to the gradual dulling of your beautiful jewels. The brilliance of a gemstone can become clouded and the surface of platinum and gold lose its shine.

We suggest that your jewellery receive periodic professional maintenance. You can take your pieces to a local jeweller to be cleaned, or contact us on clientdesk@hannahmartinlondon.com and we can organise this service for you.

However, between professional cleanings, we recommend the occasional bit of DIY!

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.

Very porous stones such as pearls, opals and emeralds should be cleaned using an untreated, dry, soft cloth ONLY. We do not recommend the use of any jewellery polishing cloths which have been treated with cleaners or polishing agents.

You should keep all jewellery in an enclosed space - for example in a pouch or polythene bag inside a jewellery box.

Jewellery with stones other than diamonds may need other care, we have given you a brief summery below – if you have any further questions our client services team will be happy to help. Email us on clientdesk@hannahmartinlondon.com.

DIAMONDS

PEARLS

OTHER GEMSTONES

METAL FINISHES

SIZING GUIDE

Choosing the right ring size is always a little difficult, whether for yourself or a partner or friend … here are a few tools to help you get it right first time.

RING SIZE CONVERSION CHART

HOW TO MEASURE YOUR FINGER FOR A RING SIZE

It is a good idea to measure the finger at the end of the day, when the finger is at its largest, and not to do it when the finger is cold, as this will make it unusually small. Bear in mind that finger sizes change throughout the day.

You can use the above conversion chart and do this can be done very simply. Take a piece of string or a thin strip of paper. Wrap it around the base of the appropriate ring finger. Use a pen to mark the point where it overlaps, forming a complete circle. Measure the length from the starting end of the string/paper to the pen mark, in millimeters. You will then have the circumference measurement of your finger in millimeters, and can then use the ring size conversion chart to work out your ring size according to several different systems.

You can also try the ring sizer provided. To print the ring sizer be sure that your printer is set to 100%. Make sure that you have not reduced the print size in your printer 'page setup' area. You can verify that the sizer printed correctly by measuring it with a ruler; it should measure from A to B: 3 1/2 inches long.

Once you have printed the sizer, follow these directions to find your ring size

• Cut out the ring sizer

• Cut a slit for Slot "A"

• With the numbers facing out, wrap the sizer around the finger where the ring will be worn.

• Pull the pointed end Tab "B" through Slot "A" until the sizer is snug, making sure to allow size for the knuckle.

• The number aligned with Slot "B" is your ring size.

• If the measure lands between two numbers your size is a half size Ex: Between 5 and 6 ring size: 5.5. If half sizes are not available, order the next largest size.

If you are buying a ring as a surprise, you ideally need to find out their ring size. You can do this with abit of careful detective work (ask around, drop some subtle hints). Or perhaps use the ring sizer when the person is asleep (don’t laugh we have known this to happen!).

Failing this, however, you could take a ring to a jeweller’s for sizing.

If it is not possible to do this any of this without detection, a current ring can be ‘borrowed’ and slid down a tapered candle or down your finger, then the circumference of the candle or the point of your finger measured as suggested above.

Alternatively, the ring can be pressed into a piece of soap, clay or other malleable substance. If you do not have this to hand, you could use a pen to mark the inside of the ring on a piece of paper and take this to a jeweller’s to find out its size.

Good luck!