The promises
Returns, plainly
Written the way we would want it written to us, because a returns policy is where a shop shows you what it actually thinks of you.
Ask first, then post: three steps
- Tell us. Email hello@trothe.co.uk or use the contact form and choose Returning or exchanging a ring. Give the order number and, if you like, a word on why. No form to print and no reason required.
- We send the label and the address. Within a working day you get a prepaid, insured returns label and the address the ring goes to. Please wait for it: our published Poole address is a mail handling address and cannot take parcels, so a ring posted there comes back to you.
- Post it and we refund. Any post office or courier drop off. The refund goes to the original payment method inside five working days of the ring reaching us, and we email you at each step.
Change your mind, for any reason
30 days from the day it arrives on most bands, which is more than double the fourteen the law requires. Long enough to wear it through a normal month and know.
Unless you have it engraved. An engraving makes the ring yours and nobody else's, which is exactly the point of it and also the reason it cannot come back. That is regulation 28 of the Consumer Contracts Regulations, and it is why every ring shop excludes engraved pieces. We say it here, before you order, rather than in the small print afterwards.
What an engraving never affects. If a ring arrives faulty, not as described, or not the ring you ordered, you are covered by the Consumer Rights Act and we will put it right. Nobody can sign that away, engraved or not, and we would not want to.
Leave the engraving box empty and the ring's full returns window applies.
We pay return postage. The ring travels insured. Refunds go back to the original payment method inside five working days of it reaching us.
Solid gold and stone set rings: fourteen days, and why
An engagement ring or any ring with a chosen centre stone has 14 days from delivery rather than 30. That is the period the law sets, not a day less. The reason it is not longer: the moment you order, a specific stone is bought for you against its certificate and set into a mount cast in your metal and size. Our stone supplier takes it back inside a fortnight, and we would rather tell you that than promise a window we could not keep. Everything else is the same: return postage paid, insured, refunded inside five working days of reaching us, and engraving takes the change of mind right away as it does on a band.
Our solid gold bands have 14 days for the same kind of reason. Each one is cast in gold to your size after you order, and the workshop that makes them has not yet confirmed a longer window to us, so we promise the period the law sets rather than one we have not agreed. Postage, insurance and refunds work exactly as they do on every other ring.
Rings made with your date, names, phrase or fingerprint
These cannot come back for a change of mind: Roman numeral, Fingerprint, Roman numerals, titanium, Roman numerals, colour line, Linked names, titanium, Latin phrase, titanium and Roman numerals, two diamonds. Each one is made with something only you can give us, so it is personalised from the moment it is made, exactly as an engraving is, and could not be sold to anyone else.
If one arrives faulty, not as described or not the ring you ordered, the Consumer Rights Act covers it and we put it right, with return postage paid and the ring insured both ways. Each ring's page says this before you order.
Getting the size right
Most rings fit first time, and the free ring size finder is how. It measures from a ring you already own or a strip of paper, converts between UK, US and European sizes, and takes about two minutes. If you are not sure yet, choose I do not know yet when you order and the size is settled before anything is made.
If a ring still arrives the wrong size, it comes back within its returns window like anything else, as long as it is not engraved.
Later on, plain gold and platinum bands can be resized by a jeweller, and titanium can often be made a little larger by machining the inside of the band. Black and anodised zirconium are not resized in the usual way, because their colour is grown into the surface, which is why the size matters most on those. The ring resizing guide covers each metal.
What we will not do
We do not offer a lifetime replacement or a lifetime guarantee, and we would rather say so than let you assume one. Outside its returns window, a ring that is lost, deliberately altered, cut off and rejoined by someone else, or damaged in wear is not something we replace. Your home insurance covers loss. A promise that covers everything is a promise nobody can afford to keep, and the shops that make it tend to be the ones that quietly do not honour it.
Returns questions
- How long do I have to return a stone set ring?
- 14 days from delivery, which is the statutory period. Every stone is bought for you against its certificate once you order, and the stone supplier gives us a window of a fortnight to return it, so we cannot honestly promise you longer. Solid gold bands have 14 days too, and most bands have 30.
- How long do I have to return a ring?
- 30 days from delivery on most bands, more than double the fourteen days the Consumer Contracts Regulations require, so a wedding ring can be worn for a few weeks before you decide. Solid gold bands and stone set rings have 14 days. Every ring page shows its own window.
- Can I return an engraved ring?
- Not for a change of mind. Engraving makes a ring clearly personalised, which puts it outside the statutory right to cancel under regulation 28 of the Consumer Contracts Regulations, and it cannot be sold to anyone else afterwards. Every ring shop draws this line in the same place. If it arrives faulty or is not what you ordered, that is different and your Consumer Rights Act protection is untouched. Leave the engraving blank and the ring's full returns window applies.
- Can I return a ring made with our date, names, phrase or fingerprint?
- Not for a change of mind. A ring made with something you give us is personalised from the moment it is made, so, as with an engraving, it cannot be sold to anyone else. If it arrives faulty, not as described or not the ring you ordered, the Consumer Rights Act covers it and we put it right, with return postage paid.
- What if the size is wrong?
- If the ring is unengraved, return it inside its returns window like anything else and we refund it. Gold, platinum and palladium designs can offer conventional resizing options. Titanium and black zirconium need specialist assessment; our maker describes some possibilities, but availability depends on the exact ring and size change. That is why the free size finder sits in front of the range rather than a fix after the fact.
- Who pays for return postage?
- We do, on any return inside the returns window. Rings travel insured in both directions.
- Where do I send a return?
- Ask us first, by email or through the contact form with your order number, and we send a prepaid insured label with the address on it within a working day. Our published Poole address is a mail handling address that cannot take parcels, so please do not post a ring there.