What is the Return Policy?

Please see the return policy page in the footer menu.

What is Urban Jewellers' "120% Lifetime Guarantee"?

We offer a LIFETIME guarantee on ALL our products. If any items break or tarnish, we will provide a one-time replacement for free, and give you 20% off your next order! Please email info@urban-jewellers.com with your proof of purchase and a replacement will be sent immediately. 

How is our jewelry made/ How long is shipping?

All of our jewelry is made to order. Once your order is placed, we immediately send over the details to our overseas manufacturers. Your product will ship in 7-10 days. Shipping may take 2 - 4 weeks but usually arrives sooner.

For details or tracking on your order, please email: sales@urban-jewellers.com.

Is your gold plating just like any other company's?

No, our gold plated products are finished using some of the finest electroplating out there. This process allows our gold plated jewellery to last longer than any typical gold plating you may be used to.  We are constantly working to improve processes to ensure our products are the longest lasting products available.

How should I store/protect/clean my jewelry?

Jewelry should be kept absolutely dry. If your jewelry is not used frequently, keep it stored in a bag. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewelry with rubber products. Always remove your jewelry when applying cologne, perfumes or other chemical products.

Cleaning tips:

For extremely dirty jewellery, use a soft-bristled toothbrush (be sure not to use a stiff-bristled toothbrush or it could damage the finish) and if necessary, gentle soap to clean the jewellery under warm running water. Make sure you rinse well and wipe with a soft non-abrasive cloth to dry. Water residue can cause staining. Make sure the piece is fully dry before returning to storage.


Chlorine, especially at high temperatures, can permanently damage or discolour your gold jewellery. Gently clean your jewellery with a soft polishing cloth. Be sure not to over-polish jewellery because it can damage the finish.

If I have an additional question that the help/faq page was unable to answer, how can I get help?

If we are unable to answer your question, please visit the contact us tab and provide us with the question and how we can assist you.  We will respond to the request within 24 hours. You may reach out to us directly at support@urban-jewellers.com and be sure to include your name, order number, and any other important information that will allow us to better serve your request.