Jewellery Repairs at Lores

Terms & Conditions

Repairs are discussed in detail before work begins. You will provide information about the issue and any relevant history of your jewellery. An initial assessment may include photographs to record the condition of your piece at the start. If you do not wish your jewellery to be photographed, you must inform Lores before work begins. During the consultation, expected repair methods, timescales, and costs will be discussed. Any limitations or risks will be clearly explained.

Consultations & Assessment

Quotation & Deposit

Following consultation, a detailed quotation will be provided within 5 business days. To proceed, a deposit or full payment may be requested depending on the work. Deposits are non-refundable once work begins due to the time, materials, and inherent risks involved. Special allowances for partial or full refunds in exceptional circumstances, such as unforeseen financial or health issues, may be considered entirely at the discretion of the Lores team and will be reviewed on a case-by-case basis. Payment of the deposit indicates your agreement to these terms.

Repair Process & Communication

Once the deposit has been received, repair work will begin. Some repairs may require sourcing replacement materials, gemstones, or components, which can extend timescales. You will be communicated with throughout the process via WhatsApp or email according to your preference. Progress photos may be shared, particularly if the repair involves wax carving, stone setting, CAD renders, or other detailed work. Any requested changes or updates will be discussed with you before proceeding.

Gemstone Risks
Gemstones vary in fragility depending on hardness, composition, inclusions, cut, treatment, or mounting. Some stones carry a higher risk of damage during repair. Examples include, but are not limited to:

Fracture-filled diamonds, laser-drilled diamonds, oil-filled emeralds, foil-backed stones, resin-filled rubies, glass-filled sapphires, irradiated stones.
Soft or organic stones such as pearls, opals, and turquoise.
Heat-sensitive stones that may craze, burn, go cloudy, or change colour.
Stones with surface-reaching inclusions or internal fractures that may not be visible until pressure is applied.
Large, thin, delicate, or unusually cut stones.
Stones set in tension or non-standard mountings.
Treated or synthetic stones with unpredictable behaviour under heat or ultrasonic cleaning.

Stone Setting Risks
Stone setting always carries inherent risk, even with a structurally sound gemstone. A stone may crack, cleave, or break under the standard pressure required for setting, even when no mistake is made.

Lores cannot accept financial responsibility for stone breakage during setting.
Clients must ensure their own insurance covers stones during setting and repair.
Replacement costs must be claimed through the client’s insurer.
Older, antique, or previously damaged stones carry significantly increased risk and may require written approval before work begins.

Metal & Structural Risks
Jewellery can have hidden weaknesses that cannot always be detected in advance, including:

Porosity in cast metals, cracked solder joints, hairline fractures, thinning shanks, worn claws, or brittle alloys.
Weakness caused by previous poor repairs.
Metal of unknown composition, particularly if sourced abroad, that may melt, pit, crumble, decolour, blister, or react to acids or lasers.
Plating may be partially or fully removed during buffing or polishing. Replacement plating will incur additional cost and is only provided if requested.

Cleaning Risks
Cleaning methods such as ultrasonics or steam carry inherent risk for some gemstones. While most stones tolerate standard professional cleaning, fragile, heat-sensitive, or treated stones may be damaged despite expert care. Lores uses gemmological knowledge to select the safest cleaning method for each piece. Hand cleaning may be used where appropriate, but all cleaning carries some degree of risk depending on the condition, composition, and treatment of the jewellery. Clients accept this risk when proceeding with repair work.

Limitations of Repairs
Repairs aim to stabilise and improve condition but cannot guarantee:

Full restoration to original strength.
Future durability.
Cosmetic perfection.

Repairs cannot fully restore worn, damaged, or poorly made items. Any cosmetic improvement is secondary to structural integrity. If a repair is attempted at the client’s insistence on a structurally weak or worn item, it is done entirely at the client’s risk.

Additional Work During Repair
If further issues are uncovered, Lores will contact you to discuss:

Additional work required.
Revised costs.
Risks associated with continuing or stopping work.

No extra work will be carried out without your approval.

Liability & Responsibility
Lores undertakes all repairs with the highest professional care and skill, but it is important to understand that all jewellery carries inherent risks. Lores cannot accept responsibility for damage, loss, or breakage caused by:

Pre-existing flaws in gemstones or metal.
Hidden weaknesses such as thinning shanks, hairline fractures, or porosity.
Prior repairs or poor workmanship.
Age-related wear or structural deterioration.
Reactions to heat, soldering, cleaning, polishing, or handling.
Client-supplied materials that fail during repair.
Unforeseen reactions during ultrasonics or steam cleaning.
High-value or sentimental items, which are not covered by insurance for emotional value.

Work is carried out using accepted professional standards, but outcomes may be influenced by factors beyond the jeweller’s control. By commissioning repair work, you acknowledge these risks and accept that Lores’ liability is limited to the agreed repair work and cannot extend to replacement of gemstones, compensation for sentimental value, or indirect loss resulting from unforeseen damage.

Stone Loss & Wear
If a stone is already loose or at risk of falling out, Lores will inform you where possible. Stones may fall out during cleaning, repair, or setting due to pre-existing weaknesses. Lores does not replace lost stones unless this is included in the agreed repair quote. Any replacement stones will be charged separately and are the client’s responsibility to source or approve.

Postage & Insurance

Repairs are returned via Royal Mail Special Delivery, an insured and tracked service. Clients are responsible for:

Insuring jewellery while in transit.
Packaging items securely when sending to Lores.
Delivering or collecting high-value or sentimental items in person if preferred.

Lores is not responsible for loss or damage caused by postal services. If a client chooses not to insure their jewellery, they accept full financial responsibility for any loss, damage, or breakage.

Timeframes & Completion

Repair timelines vary depending on complexity, workshop schedule, stone sourcing, and unexpected issues. All estimated timelines are approximate. Clients will be updated promptly in the event of delays.
When repairs are finished, collection or delivery will be arranged. Payment of the final balance is required before collection or dispatch.

Photography & Reviews

Photographs may be taken at the start to record the condition of the piece and at the end for marketing purposes. If you prefer your jewellery not to be photographed, you must inform Lores before work begins. Within 4 weeks of receiving your repaired jewellery, you will be invited to leave a review. Feedback is appreciated as a way to support the small business.