FAQs

We get asked a lot of questions!

If your question isn't listed here, feel free to contact us at any time.

Our FAQ categories:

Read questions and answers about Smooch appointments, Customisation, Payment, Delivery, Smooch's rings, Smooch guarantees and promises, Ring care, problems and returns, Terms and conditions.

Smooch appointments

Q. How long does an appointment with a Smooch Adviser last?
A.

We find that most appointments last about an hour. But if you’re the sort of person who looked at one wedding venue and booked it, or conversely if you took ten years to actually pop the question, you might find you need less or more time than the standard. Our Smooch Adviser will stay with you for as little or as long as you want.

Q. How many rings will the Smooch Adviser bring to the appointment?
A.

Over 225 rings. Remember that many of these rings can be customised to your heart’s content, so you shouldn’t feel constrained by the rings we can show you – they’re just to give you some inspiration.

Q. Are the rings on this website the same as the ones I’ll see at the appointment?
A.

The rings on this website give a small indication of the huge range of rings our Smooch Advisers take to their appointments.

Sometimes however, there are brand new rings on this site that haven’t yet made it to the Smooch Advisers’ ranges. You can still order these brand new rings from our Advisers.

Remember that many of these rings can be customised to your heart’s content, so you shouldn’t feel constrained by the rings we can show you – they’re just to give you some inspiration. 

Q. The rings in the range that the Adviser brings over... what are they made from?
A.

They’re made from silver and cubic zirconia. While we’d love to show you the real deal, providing hundreds of rings to all our 50 or so Advisers would cost more than William and Kate’s wedding!

Be assured though: we’ve spent heaps of time creating very realistic replicas of our rings. The only real difference is that our replicas are a bit lighter.

Q. What happens if I can’t find anything I like?
A.

We’re pretty sure that won’t happen. But if it does, that’s absolutely fine. Our Smooch Advisers aren’t pushy, and we don’t get them to make a sale by any means possible. They’ll leave you with an order form, just in case you do wish to order with us in future.

And remember: if you want to have a think and then call us to confirm the order, that’s fine too. Your Smooch Adviser will give you the reference numbers for the rings you like, which means you can look them up a few times on our website, show them to your mum and have a bit of a ponder before making a final decision.

Q. I've heard some rumours about free gifts...
A.

Those rumours are true!

You can put a pen through the “Pressies for bridesmaids/Best Man” line in your to-do list: we’ve got it sorted for you. Even if you don’t order with Smooch, you’re still entitled to these gifts – just for having an appointment!

When the Smooch Adviser visits, you’ll be able to choose these gifts. We can give you up to three bridesmaids’ gifts, and you have the choice of the following:

  • Tiffany-style heart pendants
  • Silver and cubic zirconia earrings
  • Natural freshwater pearl bracelets

As for the Best Man, we’ll give you a suave and sexy pair of cufflinks for him.

If you order rings from us, the gifts will be delivered in the same Special Delivery package. If you decide not to order, simply email us to claim them (you'll need to give us your order number, the name of your Adviser, the date of your appointment and your full name, address and postcode). 

Q. If I decide not to order any rings from Smooch, do I still get the gifts for my bridesmaids and Best Man?
A.

Yes – we’re true to our word. Even if you don’t order with Smooch, you’re still entitled to these gifts. Just email us, providing us with the date of your appointment, the order number on your order form (which the Adviser will give you even if you don’t make an order), the name of your Smooch Adviser, your full name, address and postcode. 

Q. I’m pretty sure I want to order rings from Smooch, but I want to think about it first before paying a deposit. Is that possible?
A.

Of course! The Smooch Adviser will give you an order form containing information about the rings, and you can contact us at any time to confirm the order and pay your deposit. 

 

Q. If I make an order, do I have to order two rings from you? Or can I order just one?
A.

We want to keep things as flexible and easy for you as possible – we’d offer you 1.5 rings if we could. If you only see one ring you like – or if only one of you actually wants to wear a wedding ring – that’s fine by us.

Q. Can I visit you in a shop if I don’t want an Adviser to visit me?
A.

We don’t have any shops, for quite a few reasons:

  • We don’t have the massive overheads of a shop, and we can pass on these savings to you.
  • Our Smooch Advisers visit you wherever you live around the country. Even if Smooch had heaps of shops, it’s hard to beat having the entire shop brought to your own home.
  • Jewellery shops are closed for 16 hours out of any 24-hour period. Smooch Advisers can visit you at any time of day or night, at a location that suits you.
  • Good jewellery shops have lots of customers jostling for a few sales advisers’ attention. Our Smooch Advisers will give you their undivided attention – for as long as you need it. (Or they can hang out in the bathroom if you’d prefer some privacy while you make a decision.)
  • You can’t customise the rings you see in a jewellery shop – you just have to buy what’s there. With Smooch, you can use our extensive range of rings for inspiration, and customise many of them to your heart’s content. Visit the Customisation page for more information.

Our Smooch Advisers are all ridiculously nice and friendly, and most importantly, they won’t push you into buying a ring. 

Customisation

Q. Does it cost more to customise my ring?
A.

No - there’s no extra work involved in customising your ring because we make them all from scratch anyway, so there’s no need to charge you more.

There will only be extra costs if you want your ring to have elements that are more expensive than the original one in our jewellery range. For example, if you want the ring to have extra diamonds or be made in platinum, this will cost more.

If, however, you want your ring to be (for example) narrower than the one in the range, we will decrease the price accordingly. Your Smooch Adviser will be able to give you a full breakdown of the costs.

Q. If it’s possible to customise many of the rings in your range, what’s the point in showing me the range at all?
A.

Good question. Many of our customers (especially the men!) don’t really know what sort of wedding ring they want at all. Our extensive range of rings helps you to narrow down the style you’re interested in; you can then tweak that style to your liking.

Please also note that some styles in our range can’t be customised to the extent that others can. For example, an eternity-style ring with many diamonds can’t have a wider or narrower width, because the diamond setting requires a specific width (and weight) of metal.

Your Smooch Adviser will be able to give you more information on all of this.

Q. How will I know if the customisations I ask for will actually look any good?
A.

Our Smooch Advisers have wise, knowing eyes! They know what works and what doesn’t, and can give guidance (if you want it) on whether your preferences will work well or not, in their opinion. Please note however, that although we do our very best to create a ring to your exact specification, due to the nature of bespoke manufacture, this may not always be posssible. We may suggest ways of making your design in a slightly different way, if we feel that would work better.

Q. I’ve ordered my ring but would now like to add a certain type of customisation (e.g. an engraving or a diamond). Is this possible?
A.

It should be possible – provided the ring hasn’t already been made yet. Contact us and we can talk it through some more. 

Q. How many letters or numbers can I have engraved onto my ring?
A.

We recommend no more than 20 letters or numbers on the inside or outside of the wedding band. Any more than that and you’ll either need a magnifying glass or REALLY fat fingers. 

Q. What is a custom-shaped ring?
A.

Many of our customers like their wedding ring to fit snugly around their engagement ring so that both sit together on the finger. This means altering the wedding ring shape – usually to create a slight curve for where the diamond sits.

Q. Can all of Smooch’s rings be custom shaped?
A.

Our plain bands can all be custom shaped. If you want a custom-shaped ring with diamonds on it, go for it! We can add diamonds to any of our plain bands. You can take a look at some of our diamond-set or eternity-style rings for inspiration or just tell us exactly what you want! Visit our ring gallery to see these rings.

Q. How do you custom shape a ring?
A.

We’ll need to take your engagement ring for a short while, but don’t worry – we’ll look after it! The Adviser will take your engagement ring when you order, and Smooch will use it to ensure your wedding ring fits perfectly around it.

When your engagement ring reaches our workshop, computer-aided design (CAD) is used to create an image of your engagement ring. This image helps with the production of a perfectly sized wax cast, which is what we use to make your wedding ring. Your engagement ring will then be returned to you by Special Delivery (and we’ll inform you by text that it’s on its way). 

Q. If I choose a custom-shaped ring, when will I get my engagement ring back?
A.

We return your engagement ring as soon as possible – usually within four weeks. We send the rings by Special Delivery, which means that everything is fully insured.

Q. If I choose a custom-shaped ring, what happens if Smooch loses/damages my engagement ring?
A.

This has never, ever happened before! Our rings are stored in a safe that only a few (very trustworthy) people have access to. And that safe is the only place your rings will ever be while in Smooch’s care. The workshop also has a safe – which is where your ring will be kept while your wedding ring is being created.

If your engagement ring ever does go missing or gets damaged, we will of course replace it or repair it immediately. 

Payment

Q. Do I have to pay a deposit?
A.

Yes – it’s a third of the total cost of your rings.

Please see the page on payment and delivery for more information.

Q. What payment methods do you accept?
A.

For the deposit (to be paid when you order), you can pay by credit card, cheque or cash. You can also pay by bank transfer if you’d prefer.

For the balance (to be paid when your rings are ready to be delivered to you), you can pay by bank transfer, credit card or cheque. If you’ve paid the deposit by credit card, we’ll automatically use the same card to take the balance. Please contact us if you want us to use a different card.

You can also pay the balance in monthly instalments by direct debit – please see the page on payment and delivery for more information.

The only type of credit card we don’t accept is the Irish Laser Card.

Q. Do most couples choose to pay the balance in one go or in monthly instalments?
A.

It’s straight down the middle. (The 50% of couples who choose monthly instalments opt to spread the payments over anywhere between four and 16 months, once they’ve paid the initial deposit.)

Q. I’m paying in monthly instalments but my bank details have changed. What should I do?
A.

Just call us (01895 825 900) and provide us with the new details. Please have your order number to hand. 

Q. I originally chose to pay in monthly instalments, but now I’d rather pay the entire balance in one go. Is this possible?
A.

That’s absolutely fine. Just contact us to settle the balance (credit card is the easiest method over the phone) and we’ll cancel all remaining direct debits. 

Q. If I’m spreading my payments over a number of months, when do I receive my rings?
A.

You’ll receive them 10–14 working days after your final payment has been received. We don’t charge interest, so spreading your payments is an excellent option if you’re watching your cash flow in the run-up to the wedding.

As we won’t send your rings until after you’ve made your final payment, you’ll need to make sure there’s enough time between your appointment and the wedding for your payments to be made. Your Adviser can help work out the dates.

If we have problems with receiving the balance payment from you or if your direct debits fail and we are unable to take any more payments, we may, after 2 months of trying to contact you by all means possible, have to dispose of the rings.

Q. My mobile number has changed. Should I inform Smooch?
A.

Yes please! We’re huge fans of text messages at Smooch: we use them to ask for/remind about payments and to inform our customers when their rings will be arriving. Therefore it’s very important we have your current mobile phone number in our records.

Q. How can I be sure I’m getting value for money with Smooch?
A.

Smooch’s rings are fantastic quality and excellent value. We’re so confident you’ll agree that we’ve got a snazzy document called the “Smooch Price Promise” for you, which you can download below (we’ll also provide a copy when you order your rings).

Essentially, it says the following:

If you can find an identical ring that’s cheaper elsewhere, we’ll refund the difference in price and gift you a gift of jewellery worth £25. You’ll need to tell us within seven days of ordering.

You can find out more by downloading the Smooch Price Promise (PDF).

Delivery

Q. When will my rings be delivered?
A.

From the day you order, it normally takes about six weeks for your rings to be made. When they’re ready, we’ll text you to tell you and to ask you to pay the balance on them (a monthly payment scheme is also available – see the page on payment and delivery for more information).

Once you’ve paid the balance, we’ll post your rings to you by Special Delivery (and will text you again so you know they’re on their way). The gifts for your bridesmaids and Best Man will be in the same package.

We normally arrange for your rings to be delivered on a Saturday because it suits most of our customers best, but that can always be changed.

If you live in Ireland or elsewhere in Europe, please note that the delivery time will be slightly longer from despatch – usually between three and four working days. 

If we have problems with receiving the balance payment from you or if your direct debits fail and we are unable to take any more payments, we may, after 2 months of trying to contact you by all means possible, have to dispose of the rings.

Q. If I’m spreading my payments over a number of months, when do I receive my rings?
A.

You’ll receive them 10–14 working days after your final payment has been received. We don’t charge interest, so spreading your payments is an excellent option if you’re watching your cash flow in the run-up to the wedding.

As we won’t send your rings until after you’ve made your final payment, you’ll need to make sure there’s enough time between your appointment and the wedding for your payments to be made. Your Adviser can help work out the dates.

Q. Can I choose the day of the week that my rings will be delivered?
A.

Yup. We normally arrange for your rings to be delivered on a Saturday, but just let your Adviser know if you’d prefer them to be delivered on a different day (or contact us and we’ll make a note of it). 

Q. Is Special Delivery a safe way to send me my rings?
A.

We’ve found Royal Mail Special Delivery to be the best method – and it really is an excellent service. Your rings are fully insured, and Royal Mail guarantees to deliver 98% of packages by 1pm the day after posting. We charge £12 delivery for each parcel we post to you, except for rings that fall within our re-polish/re-sizing guarantee which is Free

 

Q. What happens if no one is in to sign for the rings?
A.

The postman will take the parcel back to the nearest sorting office and will leave you a “Something For You” card, which tells you where the parcel is and when it can be collected. All you need to do is take the card and some identification with you. Royal Mail accepts the following forms of identification: 

  • Cheque guarantee/credit/debit card
  • Bank/building society book
  • Valid passport
  • Cheque book
  • Driving licence
  • Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee)
  • (For under-18s) National Insurance Card, Medical Card or Savings Book

The “Something For You” card might also offer you the option of a redelivery. You can find out more about how redelivery works on the Royal Mail website.

Q. I lose EVERYTHING! I’d really rather not risk my rings going missing too! Can you hang on to them until closer to my wedding day?
A.

Of course! Just let your Smooch Adviser know when you order, and a different delivery date will be fixed for you.  

Q. I’m moving home, so my address will be different from the one you have on file. How can I inform you?
A.

No problemo! Just contact us as soon as possible. Please have your order number to hand.  

Q. My mobile number has changed. Should I inform Smooch?
A.

Yes please! We’re huge fans of text messages at Smooch: we use them to ask for/remind about payments and to inform our customers when their rings will be arriving. Therefore it’s very important we have your current mobile phone number in our records.

Smooch's rings

Q. Where are Smooch rings made?
A.

They are made by some of the world's leading wedding ring manufacturers. We at Smooch set out to find the best designs, to bring to you at home. We spend an awful lot of time sourcing the best designs, prices, and quality to make life just that little bit easier for you.

Q. How does the quality of your rings compare to wedding rings on the high street?
A.

Extremely favourably! Smooch focuses solely on wedding rings, which means we have far more expertise than shops focusing on a number of different jewellery items. This focus and expertise has allowed us to learn everything about the best metals, the best stones, the best suppliers and the best manufacturers.

If we’re ever unhappy with the quality of a ring once it’s been created for you, we get a new one made. (If this will affect the delivery date of your rings, we’ll let you know as soon as possible.)

Q. Where can I find out more about the metals you use for your rings?
A.

Read our page about the different ring metals.

Q. What metals are available for my wedding rings?
A.

Our main metals are yellow gold (9ct and 18ct), white gold (9ct and 18ct), platinum and palladium. (Please note that although extremeley popular, being less expensive than 18ct gold, palladium is a slightly different colour to gold). Pricing information for these rings is available when you click on a ring in our ring gallery.

We can also make your ring in 14ct or 22ct gold (white and yellow), as well as titanium. These options are less popular, so we don’t include the pricing information on the site. However, please do ask your Smooch Adviser for a quote for these metals if you’re interested. 

Q. How high-quality are the diamonds in your rings?
A.

The diamonds we use are all high-quality stones with excellent colour and clarity:

Colour

All our diamonds are classified as G or H, which are almost colourless and therefore excellent quality - while still providing fantastic value for money.

Clarity

Clarity indicates how "clean" the diamond is, or how many “inclusions” (i.e. scratches, trace minerals or other tiny characteristics) the diamond has.

All our diamonds are classified as VS, which is at the high end of the clarity quality scale. VS stands for Very Slightly Included, which means there are minute “inclusions” that are seen only with difficulty under 10x magnification.

Q. I’ve never had a wedding ring before! How do I take care of it?
A.

We love this question!

Smooch rings really don’t need a lot of care and attention: they’re all made from the highest quality gold, platinum or palladium, and these metals like to take care of themselves.

However, there are some things you can do to make sure they look as pristine as they can possibly be. The rings we create for you are exquisite, and we want to help you keep them looking as beautiful as the day you received them. Check out our page on caring for your rings for easy-to-follow tips and guidance. 

You’ll also receive a “Caring for your rings” pamphlet in your delivery parcel. 

Q. What are the most popular rings for men and women?
A.

For men, it’s anything in the plain range. Women like all the eternity-style rings. However, we’ve had plenty of men going for patterned or diamond-set rings, and many women like to have plainer bands. Don’t be swayed by what other people do!

Q. What’s the most popular metal type?
A.

For men, palladium is by far the most popular choice. For women, it’s 9ct or 18ct gold (either yellow or white) – usually to match their engagement rings. We also sell a lot of palladium rings to women, although there is a slight colour difference to gold.

Smooch guarantees and promises

Q. What guarantee do you offer with your wedding rings?
A.

The best type – a lifetime one!

If any diamonds fall out of your wedding ring(s) (they won't) or if the ring gets damaged in some way other than wear or tear,(it won't) we’ll sort out the problem – either through replacing missing stones free of charge, replacing the ring or fixing any minor damage. We will replace any diamond which is lost due to a problem with the setting or construction of the ring. But we won't have to, because our rings are made from the best metal and with an incredible amount of love and care. See our page about the different ring metals for more information.

There’s more. We’ll also resize and repolish your wedding rings for you – at any time – free of charge. Please note there will be a £15 charge for the insurance of your rings whilst they are with us, and includes the return postage from us to you. You will need to post the rings to us by special delivery post.

Please note that we can’t guarantee against normal wear and tear, which includes damage incurred by knocking on hard surfaces, or any other damage caused by the wearer in day to day use. Over time the finish will change and small scratches will appear. This is perfectly normal.

Q. What constitutes “wear and tear”?
A.

When you take your ring out of the box for the first time, it’ll be perfect. However, most precious metal jewellery is quite soft, and small scratches will appear as soon as your ring comes in to contact with any hard surface. This is perfectly normal. Over time, the scratches will blend together and be less noticeable.

Q. How can I be sure I’m getting value for money with Smooch?
A.

Smooch’s rings are fantastic quality and excellent value. We’re so confident you’ll agree that we’ve got a snazzy document called the “Smooch Price Promise” for you, which you can download below (we’ll also provide a copy when you order your rings).

Essentially, it says the following:

If you can find an identical ring that’s cheaper elsewhere, we’ll refund the difference in price and gift you a gift of jewellery worth £25. You’ll need to tell us within seven days of ordering.

You can find out more by downloading the Smooch Price Promise (PDF).

Ring care, problems and returns

Q. What happens if my ring or my partner’s ring don’t fit or are the wrong style?
A.

Just send it/them straight on back to us (within seven days of receipt), along with the little card that you’ll receive in your delivery parcel. The card asks you to tick whether your ring is “much too small”, “slightly small”, “slightly big” or “much too big”, and it will enable us to resize your ring and make it fit! You’ll also find instructions on how to send the ring(s) back to us by Special Delivery.

If the style or finish of your ring is wrong, there are tick boxes for these on the little card too, as well as space to write down more information. Please do call us if you’re still concerned, and we can talk through the problem over the phone. 

Q. What happens if I’m not happy with the quality of the rings?
A.

We’ll be very upset with ourselves if you feel our rings aren’t up to scratch. We try to ensure that every single we ring we send our customers has been quality checked by at least two of our ring experts.

If you feel that your rings aren’t the quality that you were expecting, please let us know within seven days of receipt. We’ll ask you to return them to Smooch by Special Delivery and will get to work on rectifying the problem or remaking the ring for you. 

It is of course, your decision when deciding on the metal type, width, finger size and style and no opinion by any Smooch advisor should be relied upon when making your decision. When signing our order, we understand that you have come to your decision based on your own choices.

Q. What happens if a diamond falls out of my ring?
A.

We're pretty sure that won't happen, because our rings are made to exceptionally high standards. However, we recommend that you check the security of your diamonds every 6-12 months (which is normally a condition of your insurance policy) - just to make sure nothing has come loose. We will replace missing diamonds unless the ring has not been damaged.

Q. I’ve only been wearing my ring for a few days, and it’s already really scratched. Is this normal?
A.

By following some simple tips, you’ll be able to avoid excessive scratching. However, all metals do suffer from minor scratches and there’s nothing you can really do to avoid this. Look at it as something to be smug about: if your ring’s a bit scratched, it means your marriage is going strong!

You’ll receive a leaflet with tips on caring for your ring in your delivery parcel. You can also see our tips on caring for your rings. It’s also good to remember that over time, the scratches will blend together and be less noticeable.

Q. What happens if I want to cancel my order before receiving the rings?
A.

We’ll be sorry that your finger won’t be adorned with a Smooch ring, but we understand that events can sometimes change!

The refund you’ll receive depends on when you cancel your order, so please take a look at the information below and see which type of refund is applicable to you.

To cancel, please email us only (i.e. no phone calls, text messages, carrier pigeons or even telegrams please). You can always call us to let us know you’re cancelling, but you’ll then need to confirm the cancellation with an email. The details are on the Contact us page.

  • If you cancel your order within seven days, your deposit will be refunded in full.
  • If you cancel your order more than seven days after the order date but before we’ve sent you the rings, we’ll refund any money you’ve already paid us, apart from the deposit (one-third of the price of the ring).
  • If you’ve ordered two rings and then cancelled one of them more than seven days after the order date, we’ll refund any money you’ve paid for that ring, apart from the deposit for that ring (one-third of the price of the ring). 
Q. What happens if I receive my ring and decide I want something different?
A.

Everyone changes their mind from time to time, and we understand if you decide that you want a different type of ring (better that than to decide you want a different type of spouse, after all). However, we hope you understand that we have to charge something for the ring you no longer want, as it will have been made especially for you. We’ll therefore credit you with two-thirds of the cost of the original ring.

The replacement ring will be charged at the regular list price. 

Q. What happens if I receive my ring and decide I don’t want it or any other ring from the Smooch range?
A.

If you request a refund that has been correctly made to the specifications on the order, but don’t request a replacement ring, we’ll be able to refund you half the original cost of the ring. 

Terms and conditions