We recently purchased a bespoke wedding ring from HK Jewellery Cambridge but unfortunately the experience fell short of expectations, especially given the significance of the purchase. I was initially torn between two half sizes for the ring and followed the guidance of the store manager Amy, although she argued that was not the case. I have a ring I wear on the same finger which is much wider so asked the size of that ring (as it fits well) and she told me a thinner band would be different to the wide one so I therfore felt unsure and opted for the half size bigger as a result. When we collected the ring, it was far too big. Another lady in the store suggested I wore it for a while (strange thing to say considering it’s a wedding ring!) and it wasn’t going to change the size of it as it was gaping! We were then told it would cost £126 to resize it which is when we had a discussion about the fairness of that.We expected understanding but instead faced unexpected resistance from the store manager Amy. She argued that no guidance was given and that it’s a decision the customer has to be sure of. The conversation became combative with her emphasising that resizing is only included for engagement rings (as they’re surprises), whereas wedding rings are "final” & if it’s wrong it’s charged because of the time of takes, essentially putting 100% resposibility on to the customer. She even pointed out that she was doing us a favour by getting it ready on time for our wedding (!) & we were asked if we had read the terms of service! It was quite unbelievable and stressful. It seems the style was right over wrong rather than listeing to the customer experience. I’ve had rings made before and it’s never an issue to resize (included in the cost) as the designers usually like to ensure the customer is happy.. This rigid policy felt misaligned with the bespoke service we would expect, especially for something as significant as a wedding ring.Eventually, they did agree to resize the ring free of charge, but only after a challenging discussion & waiting to speak with someone else who wasn’t available. It cost us stress at a busy time and uncertainty that the ring would represent a negative expereince for us, or if we wanted it at all.Given that wedding rings are highly personal and often involve difficult sizing decisions, all put upon the customer, I would suggest that HK reconsiders its policy to create a more understanding, customer-centered experience for a bride.It cost us unnecessary stress and we wanted to remember the experience as something lovely and positive and it turned into something that was defensive which completely removed listening to the customer or delivering a good service.If resizing was included, it would allow customers to feel confident in their choice and truly reassured with such an important purchase that of ‘they’ got it wrong, that it would not be problem. HK may want to remember that the bride and groom need a positive experience when purchasing a ring and that a wedding ring and engagement ring are all about the same important day, irrespective of assuming one or the other ar a surprise or not.The end result was good and the ring now fits and we collected it from a very nice gentleman as the store manager was absent. The ring is lovely, although very expensive for what it is.This could all have been avoided. I hope for the sake of a customer perspective, that HK revisists their resizing policy to ensure customers feel assured they are not to blame if the ring may require adjusting.
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Harriet Kelsall Bespoke Jewellery is the UK’s leading bespoke jeweller, renowned for its expert design, craftsmanship, and exceptional customer service.
Since pioneering the “jewellery design studio on the high street” concept in 1998, we've continued to set the standard for innovation in the industry. We have the UK's largest bespoke design team, alongside talented CAD specialists, gemmologists, and skilled goldsmiths. Together we create unique, high-quality pieces that reflect and celebrate our customers' individuality.
We have earned over 30 prestigious UK and international awards for design, business, ethics, and innovation. In 2024, we were named Bespoke Jeweller of the Year and Ethical & Sustainable Jeweller of the Year, in addition to winning Cambridge Bid’s “Customer Service Business of the Year” award in both 2023 and 2024.
Our main studio, based in a refurbished Tudor barn in North Hertfordshire, offers a fully immersive bespoke experience with an open-view workshop, design studio, and showroom. We also have additional locations in Cambridge, Primrose Hill (London), and St Albans, and provide remote services to our customers, no matter where they are in the world, delivering a complete, personalised design process from start to finish.
At Harriet Kelsall Bespoke Jewellery, we combine innovation, excellence, and ethics to craft beautiful, bespoke jewellery that tells your unique story.See more
