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Frequently Asked Questions

Frequently Asked Questions

How do I contact The G Factor?

Please email us at: sales@thegfactor.co.uk or call +44 (0)207 404 2524. Our staff are available to help you from 9.00am to 5.00pm (GMT/BST) Monday to Friday.

What is the jewellery made of?

All our silver jewellery is made from Sterling Silver. This means it has a minimum of 92.5% silver with the other 7.5% being alloys to increase its durability.  As a legal requirement every item over 7.75 grams will have a British Hallmark.

What is a Cubic Zirconia?

A cubic zirconia is a man-made gemstone, which has the ‘appearance’ of a diamond. The stones can be coloured to resemble other gemstones. 

I have had an allergic reaction to jewellery before, will I get the same from your jewellery?

No, the reason you had a reaction was due to the nickel content in the jewellery. Our jewellery is 925 sterling silver and does not contain nickel.

I've forgotten my password. What do I do?

Simply click on the forgotten password link on the login page and we will email you details of how to change your password. For security reasons we do not have access to customer log in details and therefore cannot give you this information over the phone or by email.

How do I pay?

Payments can be made in several ways. It can be done through the website redirection to PayPal and Sage Pay. You can also make payments by contacting The G Factor directly by telephone during our opening hours.

If I place my order today when can I expect to receive it?

Order before 4pm and we’ll endeavour to dispatch to you the same day. You should receive YOUR orders within 48 hours!

How do I know when my order has been received?

Once we have received your order, a confirmation email will be sent to you. Please keep this email as you may need the order reference number at a later date.

Do I get any guarantee with my jewellery?

All our products come with a one year guarantee. If it breaks through no fault of your own we will do our very best to repair it for you as good as new. If it’s beyond repair we will replace it for you free of charge.

Can orders be placed from abroad?

Yes. Orders are able to be placed on our website from abroad as normal. They will be sent Royal Mail Internationally signed for. If you do though require any other delivery method please contact us and charges will be assessed individually. Please note once the parcel is collected by the courier, delivery time is out of our control.

How will my order be delivered?

All our jewellery is sent by Royal Mail and well-protected from any damage it may receive in transit. All our parcels require signature on receipt, so please ensure someone is present when the parcel is delivered to avoid any inconvenience.

Can orders be delivered to a different address to my own card details address?

Yes however we will contact you in the first instance just to confirm that the delivery address is correct. This is to protect our customers against fraudulent behaviour.

What happens if my order is lost in transit?

All orders received have to be signed for and whilst in the hands of Royal Mail are covered by insurance.

Can I cancel an order?

If your order has not yet been dispatched there’s no problem. However, if it’s now in the hands of Royal Mail you can return it to us for a full refund.

Can you repair something if it breaks?

90% of our pieces we can repair. Simply pop it back to us at the office with your name, address and a contact number and we shall have a look and see what we can do and advise you on prices and what we can do for your piece.

How long will it take to receive a refund?

Returns are processed within 48 hours of receipt at our office but please allow 14 days for clearance to your card account.

How long will it take to deliver a replacement item?

All returns are processed within 48 hours of receipt at our office and posted out to you once completed. If however the item is no longer available, you will receive notification and a refund.

I’m buying this as a gift but I’m not sure if it will fit, can you alter sizes of things or can I return it?

If you have indicated that you bought the ring as a gift, and it doesn’t fit the recipient, we will gladly exchange the ring for no charge. Unfortunately, all our bracelets and necklaces are one size and generally cannot be altered. However, please contact us in case we are able to alter the item for no slight charge. Items may be returned for a full refund within 7 working days of purchase, unworn and as new. A suitable alternative will be offered at this time but if this cannot be found, a refund will be given. After these 7 working days a credit note for the value of the piece but not postage will be given.

Can I have it engraved?

We do offer an engraving service, only some of our products can be engraved and it will give you the option on the product to do this, it takes up to 5 days to be engraved as we have to send it off.

How do I keep my jewellery clean?

There are a number of different finishes available so if in doubt please ask for specific advice regarding the piece you have bought.

Generally the following applies:

To protect it and contribute to its longevity, we suggest that you store your jewellery separately and in its original packaging as metals and stones can scratch when they come into contact with each other. Do not let your jewellery come into contact with household detergents; undiluted or strong solutions or other chemical products and take care when spraying perfume and hairspray. Our silver colour finish on our sterling silver jewellery is likely to tarnish eventually with time and wearing, this is not a manufacturing defect but a property of silver metal. To restore the original brilliance of the surface, we recommend you first use a silver polishing cloth. If this is not sufficient use a silver dip solution (please follow the manufacturer’s instructions) and then finish with the silver polishing cloth. Jewellery with set stones can be loosened through wear and impact, check the security of any stone set jewellery by shaking the item close to your ear. If there is a slight rattle the stone(s) are no longer secure in their setting and should be checked before any potential loss. Grease and grime within stone settings can be removed using an ultrasonic cleaner or warm water mixed with mild detergent solution; it is wise to put the items into a basket (or sieve) for easy location and removal. Avoid doing this with pearls of other porous stones.