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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 payment using PayPal or Klarna. If you wish to order services from us such as our Sparkle Service, we will issue you with a PayPal invoice. Payment is taken as soon as your order has been placed (or in the case of services, before we start performing the services) in anticipation of us accepting your order. 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.  

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.

You are welcome to visit us to collect a specific piece of jewellery. Please email us in advance at info@kirstielemarque.com letting us know the name of the piece you wish to collect, and we will arrange a time for you to visit our North London studio.

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 before 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. Please see our terms and conditions for further details regarding returning damaged or faulty goods or contact our customer services with full details on info@kirstielemarque.com. Please note that all returned pieces will be assessed by our team on an individual basis.

We offer a limited 12-month warranty on the jewellery you purchase from our website (please see our terms and conditions for further details). If you should need to repair any KLM piece after that time, please email us on info@kirstielemarque.com and we will be happy to provide you with a quotation for the repair 

Can you replate my KLM piece? 

Gold plating and blackened silver will rub off over time but we want you to enjoy your jewellery and for them to be “forever” pieces. With that in mind, we will happily re-plate any item for you. In the first twelve months of purchase we will re-plate any KLM piece of jewellery that we agree needs re-plating, for free (although you must pay postage costs) and after that period of time we offer all our customers our Sparkle Service.

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. 


Please refer to the individual product page for further details of the sizes of particular pieces of jewellery. If you wish to have any bracelet, necklace or anklet chain made smaller or larger, please contact us at info@kirstielemarque.com and we will be happy to provide you with a quotation to do this. 

Can I return earrings? 

Please note we do not offer refunds or exchanges on earrings for reasons of hygiene.

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 quotation to do this. 

Are you able to engrave jewellery? 

We 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 and cannot be returned to us, unless they are faulty.


Download a copy of the Hallmark guarantee here.