Frequently Asked Questions

We decided to make your life easier by compiling together the commonly asked questions from our customers. If you have another question though, please don’t hesitate to get in touch with us on info@kirstielemarque.com. We will endeavour to get back to you within 24 hours.

What is pavé set jewellery? 
At KLM we love diamonds. Most of our jewels have pavé set diamonds which we feel gives our collections a timeless, vintage-inspired aesthetic. This technique uses very small diamonds which weigh less than 1/5 carat. These diamonds are then set closely together into precious metal to create lots of sparkle. The diamond carat weight given for each piece is the total amount of all the little diamonds in that piece.

What forms of payment do you accept? 
Our website accepts all major credit cards (Visa, MasterCard, AMEX) and PayPal. Payment is taken from your credit or debit card as soon as the order has been placed. If you have ordered a bespoke item or have purchased a pre-order item, then payment will also be taken at the time of ordering. 

Is KLM a sustainable brand?
Watch this space as we are working towards our packaging becoming fully recyclable and plastic free.  We produce in low quantities so that we don't have any leftover waste. We sell everything we produce, which means that sometimes our pieces are sold out and there may be a wait period before that item is back in stock.

How long can I expect to wait for my piece?
Our delivery times for each piece vary. Please refer to the product page of the piece you’re interested in purchasing and if you have any questions, please email us on info@kirstielemarque.com

How do I care for my KLM piece? 
Look after your KLM piece and it will look after you. We make our pieces to be worn and treasured for years to come and like all things in life, they require love to keep them looking their very best. Remove your piece showering or swimming and avoid spraying scents or applying creams directly onto any of your jewellery. When you’re not wearing your piece, we recommend storing it in the box or pouch that it arrived in. For more detailed information on how to look after your pieces, please refer to our materials and care page. 

What happens if I have an issue with my KLM piece? 
We are so sorry if you receive a piece of jewellery that is in any way damaged or has a fault. We offer free returns on faulty goods if returned within 14 days of the initial order date. Please contact our customer service with full details on info@kirstielemarque.com

If you should need to repair any KLM piece, please email us on info@kirstielemarque.com with your name, order number and the nature of the issue. Our team will then get back to you with full instructions as to how to return your piece. Please note that all returned pieces will be assessed by our team on an individual basis.

Can you replate my KLM piece? 
Gold plating and blackened silver will rub off over time but we want you to enjoy your jewels and for them to be forever pieces. With that in mind, we  will happily replate any item for you, but please note that there may be a charge for this service. Please email info@kirstielemarque.com with information specific to your KLM piece. Please see below for some guidance as to cost but please note that this may vary depending on the particular piece.

  • Earrings, rings, bracelets and necklaces up to 16” £20
  • Necklaces over 16” £30

    Do you offer gift wrapping? 
    Absolutely. Please either leave a note at checkout or alternatively contact us on info@kirstielemarque.com and include your request for gift wrapping or special messages. 

    Sizing.
    Please refer to the individual product page for exact sizing for a particular piece of jewellery. If you wish to have any bracelet, necklace or anklet chain made smaller or later, please contact us at info@kirstielemarque.com and we will be happy to provide you with a quote. 

    How do I work out my ring size?
    The easiest way to know your size is to measure the inside of an existing one. Once you have that size, please check the column for *Inside Diameter* to see what your corresponding UK or EU size is.

     

    UK

    EU

    US

    Inside Diameter

    F

    44

    3

    14.1 mm

    G

    45

    3.5

    14.5 mm

    H

    46

    4

    14.9 mm

    I

    48

    4.5

    15.3 mm

    J

    49

    5

    15.5 mm

    K

    50

    5.5

    15.9 mm

    L

    51

    6

    16.3 mm

    M

    53

    6.5

    16.7 mm

     

    Can I return earrings? 
    Earrings that are unaltered and unworn can be returned. Please note that for hygiene reasons, we are unable to accept worn earrings. 

    Do you have a store?
    No, we are an online business and we do not currently have a store. There is a small capsule collection stocked at Goop on Westbourne Grove in London, but we recommend that you call them in advance to check on stock levels. 

    Do you sell pendants separately? 
    No, we do not sell our pendants separately. We have designed them as complete pieces. 

    Do you make bespoke jewellery? 
    No, we do not make bespoke jewellery. We are very proud of our designs and have spent a lot of time making sure that the chain suits the pendant and that the complete piece is the best that we can possibly make it. We cannot add several pendants onto one chain or put our pendants onto different chains. However, if you require a chain to be longer or shorter, we can do this for you. Please email us with your requirements at info@kirstielemarque.com and we will provide you with a price. 

    Are you able to engrave jewellery? 

    We also do offer an engraving service on certain designs. Prices start at £50, please contact us at info@kirstielemarque.com for more details. Please note: all engraved pieces are non-refundable.