Frequently Asked Questions
Can I mix different golds?
Of course. 9ct gold has a slightly softer yellow than our plated and vermeil pieces, and we think the mix looks relaxed and modern. For a perfect match, keep each stack to one finish.
What is your jewellery made of?
We use three finishes, all clearly labelled on every product:
- Gold-plated silver: 14kt gold over S925 sterling silver, for styling and gifting.
- Gold Vermeil: Gold vermeil: a thick layer of 14kt or 18kt gold, at least 2.5 microns, over S925 sterling silver, for pieces you wear most days
- 9ct Gold: real gold, never plated, for the pieces you'll wear for years.
View our Materials Guide for a comprehensive breakdown.
Is 9ct gold "real" gold?
Yes. 9ct gold contains 37.5% pure gold, mixed with other metals so it's strong enough for everyday wear. It's a recognised UK gold standard, marked "375".
View our Materials Guide for a comprehensive breakdown.
Is your 9ct gold hallmarked?
Yes – every 9ct gold piece over 1g is hallmarked by the London Assay Office. In the UK, gold pieces over 1g must be hallmarked by law, and the hallmark confirms the gold content has been independently tested.
What is gold vermeil?
Gold vermeil is sterling silver coated in a thick layer of gold, at least 2.5 microns. That's many times thicker than standard plating, so the colour lasts far longer.
View our Materials Guide for a comprehensive breakdown.
What is Moissanite?
Moissanite is a lab-created gemstone made from silicon carbide. It isn't a diamond, but it's one of the hardest gemstones there is, second only to diamond, and it has even more fire and sparkle. It's an ethical, affordable choice for pieces made to shine every day.
What's the difference between Moissanite and cubic zirconia (CZ)?
Both are lab-created and sparkle beautifully. Moissanite is much harder, so it resists scratches and stays brilliant for years with simple cleaning. Cubic zirconia is softer and more affordable, and can lose some sparkle over time with wear.
Are your pearls real?
Yes. Our pearls are genuine freshwater cultured pearls, so each one has its own natural shape, size and lustre.
Will gold-plated jewellery fade?
Over time, the gold layer can gradually wear, depending on how often you wear it and what it comes into contact with. Vermeil lasts much longer than standard plating, but it's still a layer of gold, so the same care applies. 9ct gold is never plated, so there's no gold layer to wear away.
View our Materials Guide for a comprehensive breakdown on gold-plated silver.
Is your jewellery suitable for sensitive skin?
Yes, all our jewellery is nickel-free and hypoallergenic.
How do I find my ring size?
Our Ring Size Guide shows you how to measure at home. If you're between sizes, we suggest choosing the larger one.
Do you offer gift packaging?
Yes! Every order arrives in a Collective & Co. branded jewellery box and shipper box, and you can add a handwritten note at checkout.
Can I send a gift straight to the recipient?
Yes, as we don't include the purchase invoice in our deliveries. Just enter their address as the delivery address at checkout.
Do you sell gift cards?
Yes, digital gift cards are available for purchase and get sent directly to the email inbox of the recipient.
Can I wear my jewellery in the shower or pool?
9ct gold won't tarnish, so it's made for everyday wear, but take it off for swimming pools, hot tubs and bed. Most of our 9ct pieces are hollow, which keeps them light but means they can dent under pressure.
Read our full Jewellery Care Guide here.
How do I clean my jewellery?
Wipe gold-plated and vermeil pieces gently with a soft, dry cloth. Clean 9ct gold with warm, soapy water and a soft brush, then dry it with a soft cloth. Avoid jewellery dips and abrasive polishes on plated pieces.
Read our full Jewellery Care Guide here.
How should I store my jewellery?
Store each piece separately in its pouch, away from moisture and direct sunlight, so pieces don't scratch each other.
Read our full Jewellery Care Guide here.
How do I care for pearls?
Pearls are soft and porous. Put them on last and take them off first, wipe them with a soft, slightly damp cloth after wearing, and never soak them or use jewellery cleaners. Store them on their own in a soft pouch.
How do I keep Moissanite shining?
Lotions and skin oils can dull its fire. Clean the stone gently with warm, soapy water and a soft toothbrush, then rinse and dry. If it's set in gold-plated or vermeil metal, clean just the stone area and wipe the metal dry.
Any other tips?
Put your jewellery on last and take it off first: after perfume, skincare and hairspray, and before bed. Our Care Guide has more detail for each material.
Where do you deliver?
Our UK store delivers to addresses in England, Scotland, Wales and Northern Ireland. We don't currently ship internationally from the UK store.
How much does delivery cost?
UK delivery is free on orders over £75. Below that, delivery costs are shown at checkout.
How long does delivery take?
Orders are dispatched from the UK and usually arrive within 3–6 working days. You'll see the options for your address at checkout.
Can I track my order?
Yes, when you choose a tracked delivery service. We'll email your tracking link as soon as your order is on its way.
Will I have to pay customs or import charges?
No. Orders from our UK store are sent within the UK, so there are no import charges.
I entered the wrong delivery address. Can I change it?
Contact us as soon as possible with your order number. We'll update it if your order hasn't been dispatched yet.
My order arrived damaged or incorrect. What should I do?
We're sorry. Please email us within 24 hours of receipt with your order number and a photo, and we'll put it right.
Can I return my jewellery?
Yes. If you change your mind, let us know within 14 days of receiving your order and return the piece unworn, in its original packaging. Full details are in our Refund Policy.
Can I return earrings?
For hygiene reasons we don't accept any returns or exchanges on earrings.
How do I exchange an order?
Yes – contact us first and we'll arrange an exchange for a different size or style, subject to stock. But please note that we do not offer exchanges on earrings for hygiene reasons.
Is my jewellery covered by a warranty?
Yes, we offer a 6 month warranty against manufacturing faults on all jewellery. Normal wear, such as plating wearing over time, isn't covered.
See our full Warranty Policy here.
Can gold-plated and vermeil pieces be replated?
Yes, however we don't currently offer a replating service. We're working on it though!
