Frank Riva Jewellery – Terms, Returns & Jewellery Care

1. Overview

Each piece of jewellery we create is custom-made to order, designed in collaboration with you, and crafted by hand in our Exmouth workshop. Please read the following terms and aftercare information before placing your order. By proceeding with a purchase, you confirm that you accept these conditions.

2. Custom & Made-to-Order Jewellery

All of our jewellery is created using a combination of 3D CAD design and traditional hand-finishing. Each piece is made specifically for the customer, based on approved design visuals and discussions.

  • Designs are unique and not resaleable
  • You will receive photos and/or videos of your CAD design prior to final approval
  • Minor variations in finish are part of the handmade process and are not considered faults

3. Returns & Refunds Policy

Custom Orders

Under UK Consumer Contracts Regulations, personalised and made-to-order items are non-refundable and cannot be returned, unless confirmed to be faulty.
We do not accept cancellations once production has begun.

Faulty Items

If you believe your item has a fault on arrival:

  • Contact us within 7 days of delivery
  • Provide clear photographs or videos
  • We may ask for the item to be returned for inspection

If a manufacturing fault is confirmed, we will offer:

  • A free repair
  • A replacement (if possible)
  • Or a full refund

Please note:
– Damage caused by misuse, accidental damage, or general wear and tear is not covered
– Minor surface variation or colour tone in handmade pieces is normal and not considered a fault

4. Payment Terms

We accept both full payment or part payment in the form of a non-refundable deposit to begin production.

  • A deposit is required to confirm your order and secure materials
  • The remaining balance is due before the item is completed and dispatched
  • A full breakdown of costs and payment stages will be provided at the time of order
  • Payments can be made securely via our website or direct invoice
  • All prices include VAT unless otherwise stated

5. Production Timeline

  • Our standard lead time is 4–6 weeks from final design approval
  • More complex projects may take longer; we will inform you in advance
  • You’ll receive regular updates as your piece progresses

6. Delivery

All orders are dispatched using Royal Mail Special Delivery or another insured, fully tracked courier service.

  • Your jewellery will be securely packaged and shipped with maximum insurance cover
  • A tracking number will be provided once your item has been posted
  • A signature will be required upon delivery

Please note: Once your parcel has been handed over to the courier, any delays or issues during transit are outside of our control. We will, however, support you in tracking and resolving any issues that may arise.

7. Design Ownership

All original jewellery designs are the intellectual property of Frank Riva Jewellery, unless otherwise agreed.

We reserve the right to photograph and share finished pieces as part of our portfolio or social media. Personal information is never disclosed without permission.

8. Valuations & Lifetime Maintenance

We offer a free valuation based on current market value for insurance purposes.

  • We recommend renewing valuations every 4–5 years
  • After that period, updates may be subject to a small fee

Lifetime maintenance is free of charge, including:

  • Inspection of settings
  • Professional clean and polish
  • Available every 3 to 6 months

If visible damage or wear requires additional material or labour, a free quote will be provided before proceeding.

9. Rhodium Plating (White Gold Only)

White gold contains yellow alloys and is coated in rhodium (a precious metal from the platinum group) to give it a bright white finish.

  • Over time, this plating wears down — especially with daily wear
  • Re-plating is typically needed every 6 to 12 months

We offer professional rhodium plating at £45.00 per item, which includes:

  • Ultrasonic and steam cleaning
  • Hand polish
  • Rhodium bath application

10. Platinum Jewellery

Platinum does not require plating, but it can develop a natural patina over time. If you prefer a high-polish finish:

  • Light clean & polish is complimentary (includes ultrasonic bath, steam, and polish)
  • Heavy restoration (for deeper wear or scratches) is available at £25.00 per item

11. Contact

Frank Riva Fine Jewellery Ltd
1 Albion Street, Exmouth, EX8 1JL
Email: hello@frankriva.co.uk
Website: www.frankriva.co.uk

12. CAD Models & Artistic Derivatives

Some bespoke pieces may originate from professional CAD base models. These files are used as foundations and are then structurally rebuilt, artistically reworked, and technically modified to suit each client’s specific requirements.

We do not resell digital design files or CAD assets.

All modifications — including changes to setting styles, structure, claw design, and overall form — are made in-house as part of the custom design process. The resulting jewellery is considered a custom derivative work, and the finished design is the intellectual property of Frank Riva Jewellery.