FAQ
1. What is the difference between 18ct and 14ct gold?
The main difference between 18ct and 14ct gold is the percentage of gold in the piece. 18ct gold contains 75% gold while 14 ct gold contains 58.5% gold.
This difference in gold content can affect the color, hardness, and price of the jewellery .
2: How do I clean my gold jewelry?
You can clean your jewellery using a soft cloth and mild soap and water or a soft toothbrush. You can also use specialized gold cleaning solutions or take your jewelry to a professional jeweler for cleaning and maintenance. We provide free annual cleaning and maintenance for all of our jewellery.
3. Do you ship your jewellery worldwide?
Yes we do, with the exception of situations that are beyond our control and may not allow us to do so e.g war, pandemics. If we are unable to deliver your order we will cancel it and issue a refund.
4. Could you deliver a piece of jewellery before the standard order time?
It depends on the current orders in process but please do let us know your desired date and we will do our best to accommodate your request. You can also check our ready to ship collection which is sent within 1-3 business days.
5. Where do you make your jewellery?
All of our pieces are handcrafted by Leto Lama from A to Z in her London studio.
6. Are your jewellery hallmarked by the assay office?
Yes we are registered with the British Assay Office of Goldsmiths and all the pieces will be hallmarked.
Bridal Pieces that were created on a bespoke basis for a non UK client may not be hallmarked as it is optional.
7 I don't know my ring size, please help me?
Please look at our ring size guide or email us on atelier@letolama.com to receive a complimentary ring sizer.
8. Can I put my jewellery in an ultrasonic cleaner?
Jewellery embellished with Diamonds, Sapphires and Rubies can be cleaned with an ultrasonic cleaner but It is not recommended to put in there your moonstone, opal, or emerald jewellery as these are softer stones that may crack or fracture.
Use mild soap and a soft cloth or a toothbrush for emeralds, moonstones and tourmaline jewellery.
Keep your opals away from water or humidity as they are sensitive stones and might affect their luster or fire.
9. I am a journalist interested to write about Leto Lama Art & Jewellery who should I contact?
Please send your enquiry to atelier@letolama.com
10. Do you offer express shipping?
Yes, we offer worldwide express shipping and our preferred courier provider is DHL Express, items ordered before 12 pm CET time usually get delivered within 1 to 3 business working days.
11. What is your return policy for jewelry?
We want you to be happy with your order and we offer a hassle-free return policy for our customers. If you are not happy with your purchase, you can return it within 14 days of delivery for a full refund or exchange. The item must be in its original condition and packaging. We will organize the courier for you to pick up your order and send it back to us.
If you have any questions or concerns about our return policy, please contact our customer service team atelier@letolama.com
Please note will not accept returns on bespoke items or jewellery that had bespoke requests.
12. I have a store and would like to place a wholesale order for your jewellery.
Please email atelier@letolama.com
13. Do you offer gift packaging on every order?
Yes, all our products come with beautiful luxury packaging and they are ready to be handed as gifts either for you or for your loved ones.
14. Can I add a card for the recipient as this is a gift order?
Yes absolutely, please add on the order notes that you would like us to include a card with the note.
15. Are the stones natural?
We only use natural gemstones
16. Do you have any product care jewellery guidelines
Yes please check our Product Care guide, on the bottom left corner
17. Do I need to pay import duty taxes when I receive an order?
Normally not, as duty and tax will be prepaid, but It depends on your jurisdiction and your governments policy about import. We dispatch the order from London with DHL express insured so in most cases you shouldn’t have to pay tax or anything extra.
18. How do I take care of my jewelry?
Here are some tips for taking care of your solid gold jewelry:
- Store your jewelry in a dry, cool place away from sunlight and other sources of heat.
- Clean your jewelry regularly using a soft cloth and mild soap and water. Avoid using abrasive materials or harsh chemicals.
- Remove your jewelry before engaging in activities that may damage it, such as swimming or exercising.
- Avoid exposing your jewelry to harsh chemicals, such as chlorine, hairspray, or perfume.
- Take your jewelry to a professional jeweler for cleaning and maintenance as needed.
By taking proper care of your solid gold jewelry, you can ensure that it looks beautiful and lasts for years to come.
19. How do I determine my ring size?
Determining your ring size is easy with our ring size guide. You can measure your finger using a tape measure, or by printing out our ring size chart and comparing it to a ring that fits you well. We recommend measuring your finger at the end of the day, when it is at its largest. If you are unsure about your size, you can order a ring sizer complimentary from us, which includes a plastic ring sizer that you can use to determine your size. If you have any questions or concerns about your ring size, please feel free to contact our customer service team atelier@letolama.com
Ring Size Chart
We are happy to help you find the perfect fit for your gold jewelry.
20. Do you offer a guarantee or aftercare services for your jewelry?
In the unlikely event that your jewellery piece has a problem that is not associated to not following the general jewellery product care guide we will complimentary repair it for you for the first year from the date of your order.
We also offer a complimentary annual cleaning - maintenance for any purchased Leto Lama Jewellery and a soft polish to make it shiny as new as well as a checkup on the prongs, the stone settings and the gold metal to make sure that everything is secure and in good order. We will also reset, tighten up the stones or fill out porosity, add metal thickness in case a setting is loose or if the gold metal becomes thinner due to heavy impact or strong wear and tear.
Please do the maintenance once a year with us as gold especially of 18 purity is relatively soft and any dents, strong impact might eventually result to losing gemstones.
Please note that our guarantee covers defected products and not normal wear and tear or damage caused by misuse.
21. What happens if I leave abroad and I need cleaning, maintenance, resize or a repair?
Cleaning, resizing and checking out the prongs and the settings your trusted local jeweller should be able to do it for you.
For repairs please send us a picture so we can advise you or take the piece directly to your local jeweller.
22. Do you offer payment installments for the jewelry?
Yes, we offer payment installments through Shopify, Paypal and Klarna. You can choose to pay for your purchase in installments over a period of time, rather than paying the full amount upfront. To take advantage of this option, simply select the financing option at checkout and follow the instructions to apply.
23. What payment methods do you accept?
We accept a variety of payment methods, including all major credit cards, PayPal, and Apple Pay. You can choose the payment method that works best for you at checkout.
24. Do you offer gift wrapping?
All of our jewellery are gift wrapped by default
25. Can I customize an item?
Yes, we offer customization options for some of our gold jewelry. Please contact our customer service team to discuss your options and pricing atelier@letolama.com
26. How do I contact customer service?
You can contact our customer service team by email on atelier@letolama.com and we will respond to you within 24 - 48 hours.
27. I love one necklace but I would like to purchase the pendant only without the chain
This should not be a problem. Email us on studio@letolama.com and we will send you a revised quote
28. Can you modernise my heirloom vintage jewellery?
Yes
29. Can you transform a gold brooch to a ring?
In most cases yes
30. Can you create something bespoke in silver?
Not silver or other metals. Only 18 ct yellow gold.
31. Can you create something in white metal such as white gold?
Only platinum for bespoke bridal requests . White gold needs rhodium plating and to be replated every now and then, its an inconvenience for the clients and the maker.