FAQs

PureJewels is a fine jewellery brand rooted in rich Eastern heritage and shaped by generations of craftsmanship. We create luxurious gold jewellery that celebrates personal journeys—with meaning, warmth, and artistry at its core.

Each of our collections is thoughtfully designed, inspired by narratives that reflect the aspirations and cultural identity of our clientele. From timeless heirlooms to modern silhouettes, our pieces speak to those who seek beauty with depth.

Our jewellery is handcrafted in both India and our UK-based workshops, combining global artistry with meticulous local expertise to ensure every creation meets the highest standards of elegance and authenticity.

At PureJewels, we specialise in 22ct gold jewellery, reflecting our heritage and craftsmanship. Our collections also include 18ct gold diamond pieces, platinum jewellery, and a selection of designs featuring precious gemstones, combining timeless elegance with contemporary design.

You’ll find us in the heart of East London at:
290–292 Green Street, Forest Gate, Upton Park, London E7 8LF, UK

Nearest Tube Station: Upton Park – just a 5-minute walk away
Nearest Car Parking: Shaftesbury Road Car Park 

We’re open seven days a week, from 11:30 AM to 6:00 PM.

Please note: We are closed on Christmas Day, and New Year’s Day.

To schedule a personal visit or consultation:

📞 Call us at +44 (0)20 8470 1221

📅 Or book online here: Book an Appointment

We're here to help you discover jewellery that tells your story.

We provide a 1-year after-sales service for all jewellery purchased from us, covering any manufacturing defects. Please note this does not include accidental damage or general wear and tear.

Yes, we offer repair service.

Visit our showroom to speak with a member of our team for a personalised assessment and repair options.

Please review our repairs terms and conditions .

Yes, we do. From engraved pieces to initial pendants, name bracelets, name chokers, or designs featuring specific gemstones, we offer a range of personalised jewellery options. Our team will support you through every step—from design to finished piece—ensuring it reflects your story and style. Click here to explore our personalised jewellery.  

Yes, we specialise in bespoke jewellery. Whether you're envisioning a custom engagement ring, redesigning a family heirloom, or creating a one-of-a-kind piece, our expert team will work with you to bring your vision to life. From initial sketches to final craftsmanship, every detail is tailored to you. Click here to learn more about our bespoke service. 

Yes, we purchase gold and platinum jewellery. Our process starts with a non-invasive purity test using an XRF machine to ensure accuracy. We buy 14ct, 18ct, and 22ct gold jewellery, as well as platinum pieces. Once tested, we’ll provide a quote based on the current market rate. Please note that we do not buy gemstones or diamonds.

Yes, we do. Like with jewellery, we start with a purity assessment, and then present a quote based on live gold rates.

Yes, we provide custom engraving for select jewellery pieces. Prices range from £75 to £100, and the process typically takes one week.

We offer professional jewellery valuation for insurance purposes, which includes a detailed inspection and a written report reflecting current market values. Please book an appointment for this service. Valuation charges apply—contact us for details.

We offer complimentary lifetime ultrasonic cleaning for all diamond jewellery purchased from PureJewels. For other jewellery, we provide cleaning services at a small fee. To learn more about pricing, please contact our showroom or email us at info@purejewels.com.

Yes, you can connect with our showroom team on WhatsApp at +44 7384 814118 to request live product videos and additional images. We're happy to assist you remotely.

Yes, all gold pieces carry the official London Assay Office hallmark, confirming gold content and origin. For more details on hallmarking and what to look for, visit our guide:

🔗 A Guide to Hallmarking & Dealer's Notice

With over 50 years of heritage in the jewellery industry, PureJewels is committed to authenticity and craftsmanship. Every piece of our gold jewellery is hallmarked by the London Assay Office, guaranteeing its purity. Our diamond jewellery is fully certified, ensuring the quality and ethical sourcing of each stone.

Yes, shopping with PureJewels online is completely secure. We use a 3D secure checkout system to protect your transactions, and we offer a 30-day full refund policy for peace of mind. Your satisfaction and security are at the heart of our service.

For customers based in the UK, delivery typically takes 2–3 working days from the time of dispatch.

Your order is shipped using Royal Mail Special Delivery, their most premium and secure service. It includes full insurance and requires a signature upon receipt—ensuring your purchase arrives safely and securely.

Yes. All parcels are fully insured in transit. Orders up to £2,500 are covered by Royal Mail Special Delivery, and anything above this value is insured through a trusted third-party insurance provider.

We offer free shipping on all UK orders as part of our commitment to a seamless shopping experience.

If your order hasn’t been dispatched, we may be able to update the shipping address—please contact us as soon as possible.

If the item has already shipped, it will be delivered to the address provided. In the event the recipient is unavailable, Royal Mail will leave a card, and the parcel can be collected from the nearest post office.

Every purchase includes a Royal Mail tracking link, which we will share with you upon dispatch. This allows you to monitor your parcel every step of the way.

While delays are rare, they can occasionally occur. If your parcel hasn't arrived within the expected timeframe, please contact our customer service team, and we’ll promptly assist you with tracking and resolution.

Yes, we can arrange for someone to collect your order on your behalf. To do so, please send us an email confirmation authorising the collection. The email must include:

• Your full name and order number
• The full name of the person collecting the order
• A copy of their valid ID

This is to ensure safe handover and maintain our security standards.

Yes, we do offer international shipping to countries that permit the import of fine jewellery. Please ensure your destination country allows jewellery shipments before placing an order.

Yes, international orders may incur additional charges such as shipping fees, local VAT, import duties, and special packaging costs, depending on the destination country’s import regulations.

The final shipping charge and any applicable duties will be calculated and confirmed by contacting our customer care team.

Yes, you may request to cancel your order even after it has been dispatched. However, the item must be returned at your own cost, using a fully insured and trackable courier service.

Please note that duties, VAT, and original shipping charges are non-refundable. As part of our ongoing commitment to improving the customer experience, we are currently working on a more efficient and customer-friendly international return policy.

Unfortunately, once an international order has been placed, we are unable to change the delivery address due to customs documentation and security compliance. We kindly ask customers to review their shipping details carefully before confirming the order.

Yes, we do offer this service. If you're placing an order from abroad for delivery within the UK (e.g. sending a gift to a loved one), we’re happy to assist.

For security and verification purposes, we may request valid ID documents from both the purchaser and the recipient. This helps us ensure safe and compliant delivery of your fine jewellery.

To exchange your item, contact us on WhatsApp at +44 7384 814118 or email with your new product preferences.

To initiate a return, please notify us within 30 days of receiving your item. Email us at info@purejewels.com with your order or invoice number, and we will issue a Returns Authorisation Number.

Kindly pack the product securely in its original packaging and include your returns reference. Use Royal Mail Special Delivery (insured and trackable) to return the item to:

PureJewels

290–292 Green Street,

Forest Gate, London E7 8LF, UK

Please note: Customers are responsible for return shipping and insurance. We cannot accept liability for returned items not sent via Royal Mail Special Delivery.

• Items must be unworn, unused, and in original condition.
• Returns or exchanges are processed only after receipt and inspection of the returned product.
• Customized, engraved, and international orders are non-returnable.

Refunds are processed within 3–5 working days of receiving the returned item. UK customers receive a full refund.
International shipping, duties, and taxes are non-refundable

• Online purchases: 30-day money-back guarantee.
• In-store purchases: 15-day money-back guarantee.
• Excludes custom or engraved items.

In the rare event your item arrives damaged, please contact us immediately via WhatsApp at +44 7384 814118 or email at info@purejewels.com. We will arrange a prompt repair, replacement, or refund.

Custom-made items are generally non-returnable, but we encourage you to contact us directly to discuss your concerns.

To exchange your item, contact us on WhatsApp at +44 7384 814118 or email with your new product preferences.

Yes, you may collect your order from our Green Street showroom the next day. Please bring valid photo ID and the card used for payment.

Let us know at checkout or via WhatsApp so we can arrange the collection.

Once ready, we create a dedicated WhatsApp group with our manager. You’ll receive real-time images of the product and packaging before dispatch.

• For bullion purchases (ID with address required)
• When someone else is collecting the order on your behalf
• When billing and shipping addresses do not match
• For high-value purchases

Royal Mail will leave a red “Something for You” card. You can use it to rearrange delivery or collect the parcel from your local delivery office.

Royal Mail will hold your parcel for up to 18 days at your local delivery office, after which it will be returned to us. Please act promptly to avoid delays.

What happens if I’m unavailable during re-delivery?

Royal Mail will hold your parcel for up to 18 days at your local delivery office, after which it will be returned to us. Please act promptly to avoid delays.

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At PureJewels, our diamonds are responsibly sourced from reputable cutting houses in Surat, India—a global hub for diamond artistry. The diamonds originate from certified mines in South Africa, Botswana, Namibia, and Canada. We only work with mining and manufacturing partners that uphold strong ethical, environmental, and social responsibilities—ensuring every stone supports a positive legacy.

Yes. All our diamond jewellery is accompanied by a certificate from trusted grading bodies like GIA (Gemological Institute of America) or SGL/GLS. GIA certificates apply to individual diamonds above 0.30ct, while GLS provides reports for diamonds already set in jewellery.

Our independent diamond reports provide clarity, carat weight, colour grade, and confirmation of whether the stones are natural or lab-grown.

At PureJewels, we are committed to quality and excellence. Many of the pieces in our fine jewellery collections—such as the Lotus Collection—feature IF (Internally Flawless) diamonds, showcasing the pinnacle of clarity and craftsmanship.

We also typically use VS1–VS2 clarity across our diamond jewellery, with some pieces graded as VVS. Every diamond is selected for its brilliance and beauty, and all grading details are provided in an independent certification for your assurance.

Our focus is on transparency, consistency, and enduring quality, ensuring that each piece reflects the care and legacy behind the PureJewels name.

Yes, we can source IF clarity GIA stones for your centrepiece and match them with VVS halos or shoulder stones. For bespoke enquiries, please book an appointment or contact us directly.

To help you find the perfect fit, we've created a dedicated Jewellery Size Guide with easy-to-follow instructions on measuring rings, bangles, and bracelets at home. You can view the guide here:

🔗 Jewellery Size Guide – PureJewels

We also offer complimentary ring sizers and bangle sizers—simply request one by contacting our team, and we'll post it to you.

Many of our pieces are restocked within a 6–8 week cycle, though certain designs are one-of-a-kind or limited edition, and may not return. To confirm availability or receive updates on a specific item, please get in touch with our team via WhatsApp at +44 7384 814118. We're happy to assist.

Yes, in many cases we do offer a resizing service, depending on the design and metal type. You’re welcome to bring your item into our showroom, or contact our team to explore the options available. Charges and lead times will vary depending on the intricacy of the piece and the extent of the adjustment.

We also offer the opportunity to adjust the size at the time of purchase, which we highly recommend to ensure long-term durability. Please note that repeated resizing of precious metal rings over time can compromise their structural integrity, potentially weakening the craftsmanship and leading to early signs of wear. Our team will always guide you on the best approach for maintaining your jewellery’s quality and lifespan.

Absolutely. For bespoke or made-to-order pieces, we will ensure your jewellery is crafted to your exact size. Our team will guide you through accurate measurements during the consultation process.

Yes, you are welcome to visit our Green Street showroom where our team can assist you in trying on various sizes to find the ideal fit—especially helpful for bangles, rings, and bracelets.

Yes, our website is SSL-encrypted and uses a secure payment gateway, ensuring that all transactions are protected.

We accept Visa and Mastercard debit or credit cards, as well as Apple Pay and Google Pay for online orders.

For international orders, we offer bank transfer as the preferred payment method. Please note we do not offer cash on delivery.

Yes, we provide a flexible instalment plan for purchases of £1,000 or more:

• 3-month plan: Pay 20% upfront, with the balance over the next 3 months.
• 6-month plan: Available for higher-value products.

Please note: Delivery is made after the final payment has been completed.
This service is not applicable to bullion purchases.

If you’re unable to complete an order online, you can reach out to our sales team at info@purejewels.com for bank transfer arrangements or assistance placing your order.

If your payment went through but you haven’t received an order confirmation, please contact our sales team. This might occur due to address or postcode mismatches. We’ll verify your order and confirm manually.

You will receive a confirmation email from info@purejewels.com with all your order details.

Yes, you can contact our team via WhatsApp at +44 7384 814118 or by email. For personalised or custom-made items, changes may not be possible after confirmation.

Our website prices reflect our best value and already include delivery. While we don’t offer ongoing discount codes, we do run occasional promotions and seasonal sales throughout the year.

Additionally, we may release exclusive promo codes during festive occasions such as Valentine’s Day, Mother’s Day, Eid, Diwali, and other celebrations.

To stay informed, we recommend subscribing to our newsletter or following us on social media for the latest updates and special offers.

Yes, absolutely. You can include your request in the delivery note at checkout, and we will be delighted to gift wrap your purchase. All our jewellery comes in elegant presentation boxes, making it perfect for gifting. We’re also happy to include a greeting card with your personalised message. For added discretion, we ensure that product prices are not visible on the invoice, so your gift remains a beautiful surprise.