FAQ'S

Frequently asked questions

WHEN BUYING A DIAMOND ENGAGEMENT RING, HOW DO I DETERMINE A BUDGET?


Here at Pugata we aim to cater for all budgets from £200 to £200,000 and beyond. Our experts will be happy to help on getting the best for the money you have to spend, ensuring you get the perfect piece for you.




WHAT SHOULD I CONSIDER WHEN PURCHASING DIAMONDS?


When purchasing a Diamond it is not just the 4 C's to think about but also how and what your Diamond will be used for. You need to think about the owner of the stone and what they do on a day to day basis and what you want them to get from it. Although Diamonds are the hardest gemstones they can be delicate if treated incorrectly so decide on what sort of setting and metal will best be suited for the lifestyle of the owner.




WHAT IS PUGATA DOING ABOUT THE PROBLEM OF CONFLICT DIAMONDS?


At Pugata we purchase Diamonds which have been channelled through the Kimberly Process. This ensures that all Diamonds have been Mined and Suld responsibly and ethically. More information can be found on the Kimberly Process Website. https://www.kimberleyprocess.com/




WHICH "C" IS THE MOST IMPORTANT?


When buying a Diamond all the C's are important, however one might be more important to you personally. Some people prefer a bigger stone and aren't as concerned about the colour or clarity, where others prefer a completely pure Diamond. Please refer to our Diamond & Gemstone Guide for more information and to help you decide which is best for you.




HOW DO I CLEAN AND CARE FOR MY PUGATA JEWELLERY?


Cleaning your jewellery can be simple and easy but you must be careful with the products you use. With diamond jewellery simply leave it in hot soapy water and then scrub it with an old toothbrush. Once cleaned, you can buff it up with a cloth. If you have a coloured gemstone or pearl then cleaning is a little trickier, just plain clean water and a soft cloth is the best way to do it at home.




HOW CAN I GET AN ITEM REPAIRED?


At Pugata we offer a comprehensive repair service. Please contact us and we'll be more than happy to advise you.




HOW DO I ORDER ONLINE?


Ordering at Pugata online is fast and secure. Once you have selected the item(s) you will be asked go to checkout or continue shopping. Once you have selected all your items you can easily navigate to your order by clicking on the small shopping basket. Follow the instructions for delivery and payment.




WHAT ARE THE DELIVERY TIMES AND RATES?


All orders will be shipped within 2-3 days using a Signed For Service, depending on availability of stock. This does not include public or bank holidays. Purchases must be signed for so please ensure the you are available to sign for the delivery at the address provided. Currently we are only able to fulfil deliveries within the UK. For deliveries outside the UK or Channel Islands please contact our Customer service on 01924 475821 who will be happy to help. Monday to Friday 9:00 till 17:30




IS THERE VAT CHARGED ONLINE?


All items have 20% VAT included in the retail price. The price that you see is what you pay.




CAN I SHIP MY ORDER TO A LOCATION OUTSIDE OF THE UK?


Please contact our customer services team if you need to have your item shipped abroad.




HOW CAN I RETURN OR EXCHANGE MY MERCHANDISE?


Unwanted items should be returned in its original packaging within 14 days of receiving them. Bespoke jewellery or any engraved jewellery cannot be returned. A refund will be made to the original tender with 14 days of the returned item to Pugata. Please see our Returns guide for further information on how to return an item.




DOES PUGATA HAVE A RING SIZE CONVERSION CHART?


Pugata has a ring conversion chart. Please email us at info@pugata.com for more information.




WHAT ARE THE PHONE HOURS?


Our experts will be at hand to answer your calls Monday to Friday from 9:00 to 17:30.




HOW CAN I TELL IF MY JEWELLERY IS GENUINE (HALLMARKING)?


A hallmark is a "stamp" laser engraved onto the jewellery to verify the metal. All Pugata jewellery is hallmarked via the Assay Office. To learn about hallmarking please click this link To view our registration, please click this link




IS ALL PUGATA JEWELLERY AVAILABLE FOR PURCHASE ONLINE?


The majority of our jewellery is available online, we are always designing new pieces which you may see in our blog or newsletter that isn’t online. Please give us a call to see if there are any new pieces which haven’t been uploaded yet.




WHAT IF I NEED EXTRA HELP OR ADVICE ABOUT MY JEWELLERY PURCHASE?


We recommend to book a consultation with one of our experts as the possibilities are endless. We have a dedicated team to design your jewellery and make it a one-off piece which will not be suld again.




HOW CAN I CHECK ON AN ORDER I PLACED ONLINE AT PUGATA?


Please allow for one working day on orders to begin being processed. You can ring Pugata on 01924 475821 or e-mail our customer support on info@pugata.com to enquire at any time. If you are registered, then please use this to see an update on your purchase through the login page > my orders on www.pugata.com




WILL MY ITEMS BE GIFT-WRAPPED?


Gift Wrap is free of charge at Pugata, please state in the notes if you would like a gift wrap options and one our team will be in touch to discuss this further with you.




IS IT SAFE TO ORDER ON PUGATA.COM?


We want our customers to feel safe and buy with confidence. We have taken measures to ensure we have the most recent secure payment methods and other anti-theft software to ensure all your personal data is secure and private.




WHAT IS A LAB-GROWN OR ETHICAL DIAMOND


After being requested by a number of our clients, we are happy to offer Lab-Grown or Ethical diamonds. Any products on sale with a lab-grown diamond will state it very clearly on the product page. A lab-grown or ethical diamond is produced by a manufacturing process, as contrasted with a natural diamond created by a geological process. Synthetic diamond laboratories use advanced technology to mimic the conditions that natural diamonds undergo when they form beneath the earth’s crust.

Lab-grown diamonds are chemically and physically no different from natural diamonds. Lab-grown diamonds are the same material as natural diamonds: pure carbon, crystallized in an isotropic 3D form. For further reading, please see the following links: https://en.wikipedia.org/wiki/Synthetic_diamond https://4cs.gia.edu/en-us/laboratory-grown-diamond/