FAQ
General
Why and how did you start this brand?
For a comprehensive insight into the brand’s inception and the inspiration behind it, we invite you to explore the founder’s personal narrative on our about-us page, as recounted by Mr. Ryan Bernell himself.
Do you offer in-person private viewings?
Certainly. If you reside within the United Kingdom, it would be our distinct pleasure to arrange a private viewing on your behalf. Kindly contact us here to schedule an appointment at your convenience.
Are your pieces hallmarked?
Every piece in our collection is hallmarked by the esteemed Goldsmiths’ Company Assay Office in London.
Shipping questions
To which destinations do you ship?
We are pleased to provide complimentary, fully insured delivery to clients within the United Kingdom, United States, United Arab Emirates, and the European Union. Should you reside beyond these regions, kindly contact our concierge team and we will be delighted to arrange bespoke shipping on your behalf.
Why does delivery currently require 3–4+ weeks?
Our unwavering commitment to exceptional craftsmanship leads us to master artisans across the globe, spanning America, the United Kingdom, Asia, and Europe. Certain pieces necessitate components sourced from the UK, Europe, or beyond—ensuring we engage the finest talent at every stage of production. As a nascent brand, we currently maintain limited inventory, with most pieces crafted to order. Consequently, we kindly request an allowance of 3–4 weeks for delivery, although we remain dedicated to refining our processes and anticipate a swifter turnaround as we continue to grow.
Product
Where is the collection made?
We believe in crafting only the most exquisite creations and therefore source the finest artisans from around the world. Certain pieces may be fashioned in Europe or here in the United Kingdom whilst many will be formed in multiple locations—whichever locale offers the foremost expertise. At present, our partners and workshops are located across the globe, including the UK, Asia, and Europe.
How should I care for the jewellery?
Gold
You can use a non-abrasive cleaner to maintain your gold jewellery. Use a soft cloth to polish your gold reguarly and boutique it separately from other metals to avoid discolouration. 18 carat white gold may need re-polishing depending on the level of wear and tear. Do not let your gold jewellery come into contact with household bleach as this will cause the gold to discolour and possibly even disintegrate. Try to avoid wearing platinum and white gold rings side by side because the softness of each metal differs.
To avoid your gold tarnishing, always remove jewellery when you go swimming - the chlorinated water can damage the surface of the metal. It is also recommended that you remove your gold when applying colognes, fragrances, personal care, and cleaning products.
It is recommended that you do not wear your gold or platinum jewellery whilst carrying out hard labour work as precious metals can scratch and dent when they come into contact with harder elements.
Gemstones
All gemstones are very precious and you must protect them by avoiding contact with abrasive surfaces and impact against hard surfaces. It is best to boutique gemstones separately, ideally in the box in which they were received or in a soft fabric pouch.
If carrying our hard labour work, we advise taking off your jewellery to protect your gemstones.
To clean your gemstones, it is best to use a soft, lint-free cloth. However, soap, water and liquid cleaners must not be used on certain gemstones, so it is best to contact Customer Service at (888) 300-5695 or submit an enquiry via our contact form if you are unsure. Please also avoid harsh chemicals coming into contact with your gemstones as this may dull the stone and cause erosion.
Do you offer bespoke pieces or alteration/customization to current pieces?
Indeed. We are delighted to accommodate bespoke requests or modifications to our current collection, subject to feasibility. Should you wish to discuss your customisation, kindly arrange an appointment with us here.
What kind of gold do you use?
Each piece is meticulously fashioned in solid 18-carat gold, ensuring a timeless elegance and enduring refinement.
What type of enamel do you use?
We work exclusively with vitreous enamel—true glass enamel—celebrated for its depth, lustre, and enduring brilliance. Unlike cold enamel (a mere resin), vitreous enamel demands extraordinary mastery, patience, and precision. Finely ground glass is applied and then fired at temperatures of approximately 750–850°C (1,380–1,560°F), a process of immense intricacy in which only the most accomplished craftsmen excel. It is this complexity and refinement of technique that imbue each Alexandria creation with its richness, resilience, and timeless artistry.
Are your gems lab-grown?
No, we use only naturally formed gemstones of the highest calibre.
Returns & Warranty
What is your warranty policy?
Each Alexandria creation is accompanied by a warranty that safeguards against any manufacturing imperfection. Should a fault in craftsmanship or materials become apparent within five years of the original purchase date, we shall, at our discretion, repair or replace the piece at no cost to you.
Please note that our warranty does not extend to damage arising from accidental impact, improper care, unauthorised alterations, or normal wear and tear. Should you require assistance beyond the scope of the warranty, our atelier will gladly offer a full after‑care and restoration service, with any charges quoted in advance.
If you believe your piece requires attention, kindly contact our concierge team, quoting your order reference, and we will arrange secure, insured transit to our workshop.
What forms of payment do you accept?
We accept all major credit and debit cards including VISA, MasterCard, Amex, Maestro, VISA Electron & Delta.
We also accept Google Pay, Apple Pay, and Shop Pay.