Frequently Asked Questions
Whether you are looking for a one-of-a-kind piece made especially for you or have fallen in love with something from our curated collection, we want the process to be simple, personal and enjoyable.
Custom Jewellery
How much does custom-made jewellery cost?
Every custom piece is different. Pricing depends on factors such as the metal, weight, gemstones, complexity of the design and the amount of labour involved.
Once we understand what you would like, we can provide an estimate or quotation before manufacturing begins.
Can you design something to suit my budget?
Yes. Let us know your approximate budget at the start of the process and we can discuss different metals, gemstones, sizes and design options to help create something beautiful within a realistic price range.
How long does a custom piece take to make?
Turnaround time depends on the complexity of the design, availability of gemstones and our workshop schedule. We will give you an estimated completion time when your order is confirmed.
If you need the piece for a particular birthday, anniversary, wedding or other special occasion, please let us know as early as possible.
Can you remodel jewellery that I already own?
Yes. Old, inherited or simply unworn jewellery can often be transformed into something completely new.
We can discuss which elements can be reused and whether it makes sense to incorporate your existing metal, gemstones or both into the new piece.
Can you use gold from my old jewellery?
Potentially, yes. Existing gold can often be refined or recycled as part of the process.
Because different pieces may contain different alloys, solder or impurities, we will assess the jewellery first and recommend the most suitable approach.
Can you use my existing gemstones?
In many cases, yes. We will first need to inspect the stones to make sure they are suitable and safe to reset.
Older or previously worn gemstones may have chips, abrasions or weaknesses that need to be considered before they are incorporated into a new design.
What happens if I don't know my ring size?
We can help you determine the correct size before manufacturing your ring.
Getting the size right at the beginning is especially important for designs such as eternity rings, heavily patterned bands or certain stone-set rings that can be more difficult to resize later.
Can you create a completely custom piece of jewellery for me?
Absolutely. Custom design is at the heart of what we do. We can work with your ideas, photographs, sketches or inspiration images to create a piece that is uniquely yours.
I have an idea, but I don't know exactly what I want. Can you help?
Yes. You don't need to arrive with a finished design. Tell us what you like, what the piece is for, your preferred metal, gemstones and approximate budget, and we'll help develop the idea with you.
Can you make something similar to a picture I've seen online?
Yes, inspiration images are very helpful. We can use them as a starting point while creating a piece that suits your requirements and has its own character rather than simply copying another jeweller's design.
Do I need to pay a deposit?
A deposit is normally required before we begin manufacturing a custom piece. The balance is payable once the piece is completed or before collection or delivery.
Can you make engagement rings and wedding bands?
Yes. We can create engagement rings, wedding bands and other special-occasion pieces in a variety of metals, gemstones and styles.
We can also help you design wedding bands that complement an existing engagement ring.
What metals do you work with?
We work with precious metals including sterling silver and gold. If you have a particular metal or finish in mind, please ask us and we can advise you on the best option for your design.
Can I choose my own gemstone?
Of course. We can discuss natural gemstones, diamonds, moissanite and other suitable stones depending on the design and your budget.
If you're unsure which stone would be best, we'll help you compare the options.
Can you make something from sterling silver instead of gold?
Yes. Many designs can be beautifully made in sterling silver, making custom jewellery accessible across a wider range of budgets.
Some designs may be better suited to one metal than another, and we will advise you if this is the case.
Can custom jewellery be returned or exchanged?
Because custom pieces are specially made for an individual customer, they cannot generally be returned simply because of a change of mind.
If there is a manufacturing fault or a problem with the piece, please contact us and we will assess it and work with you to find an appropriate solution.
Curated & Ready-To-Wear Jewellery
What do you mean by "curated jewellery"?
Alongside the pieces we manufacture ourselves, we carefully select jewellery that we feel complements the Jax Goldsmith collection.
We choose pieces for their design, quality, wearability and value rather than simply stocking large quantities of mass-market jewellery.
Are all the pieces on your website handmade by Jax Goldsmith?
No. Our collection includes both jewellery made in our own workshop and pieces that we have carefully sourced and curated.
Where appropriate, the product description will give you more information about the piece.
Is your sterling silver genuine?
Items described as sterling silver are made from sterling silver, which is normally 92.5% pure silver and may be marked with a 925 stamp.
Product descriptions will specify the metal and any plating or special finishes where relevant.
Are the gemstones natural?
This varies from piece to piece. Jewellery may contain natural gemstones, laboratory-grown stones, moissanite, cubic zirconia or other materials.
We aim to describe stones clearly in each product listing so you know what you are purchasing.
Will the jewellery look exactly like the photographs?
We do our best to photograph our jewellery as accurately as possible.
Please remember that colours may appear slightly different depending on your screen, lighting and photography. Handmade pieces and natural gemstones can also have small variations that make each item unique.
How do I know how big a piece of jewellery is?
Where possible, dimensions, chain lengths, ring sizes and other relevant measurements are included in the product description.
We recommend checking these measurements rather than judging size from photographs alone.
What if the ring I like isn't my size?
Contact us. Depending on the design, we may be able to resize the ring or source or manufacture a similar piece in your size.
Not every ring can safely be resized, particularly certain stone-set or patterned designs, so we assess each piece individually.
Can a chain length be changed?
Often, yes. If you would prefer a different chain length, contact us before ordering and we'll let you know what options are available.
Can I reserve an item?
Some one-of-a-kind or limited-stock pieces may sell quickly. If there is something you particularly love, contact us and we'll let you know whether it can be reserved and on what terms.
Jewellery Care
How should I look after my jewellery?
Jewellery should ideally be removed before swimming, showering, exercising, gardening or using household chemicals.
Perfume, hairspray, creams, chlorine and cleaning products can affect metals, gemstones and plated finishes over time.
Store pieces separately when you're not wearing them to help prevent scratching and tangling.
Why has my silver jewellery gone darker?
Tarnishing is a natural reaction that can occur when sterling silver is exposed to air, moisture, chemicals and substances on the skin.
It does not mean the silver is poor quality and can normally be professionally cleaned and polished.
Can you clean or polish my jewellery?
Yes. We offer professional cleaning, polishing and jewellery repair services. If your favourite piece is looking a little tired, bring it to us and we'll assess what it needs.
Do you repair jewellery even if I didn't buy it from you?
Yes. We are happy to assess jewellery purchased elsewhere and advise whether it can be repaired, resized, polished, restrung or restored.
Ordering Online
Is the jewellery shown online actually available?
We do our best to keep our online stock accurate. However, because we also sell jewellery in person at markets and other events, an item can occasionally sell before the website inventory has updated.
If this happens, we will contact you as soon as possible and discuss the available options.
Is it safe to buy jewellery online from Jax Goldsmith?
Yes. Our online store uses secure payment systems, and we take care to provide clear product information and photographs so you can make an informed purchase.
If you'd like more information about a piece before ordering, you're always welcome to contact us.
Can I ask for additional photographs or a video before buying?
Certainly. If you would like to see a piece from another angle or get a better idea of its scale, colour or detail, contact us and we'll assist wherever possible.
Can I collect my order instead?
Where collection is available, this can be arranged with us directly. Contact us before ordering or after placing your order to discuss the most convenient collection option.
How will my jewellery be packaged?
Jewellery is carefully packaged to protect it during delivery and to ensure it arrives beautifully presented.
If your purchase is a gift, let us know and we'll be happy to help make it special.
Can I send jewellery directly to someone as a gift?
Yes. You can arrange delivery to the recipient's address.
If you'd prefer pricing information not to be included with the gift, please let us know when placing your order.
Can I return or exchange an online purchase?
Return and exchange conditions depend on the type of item purchased.Standard ready-to-wear pieces may qualify for return or exchange subject to our returns policy, while custom-made, personalised, altered or specially sized pieces may not be returnable unless there is a fault.Please refer to our full Returns Policy before purchasing.
Shipping & Delivery
Do you deliver throughout South Africa?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.