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Consumer Help & Advice


From time to time the NAJ receives calls from members of the public with regard to buying jewellery. Sometimes enquirers are looking for information and advice, or very occasionally seeking to resolve a complaint or a dispute.

Naturally we are interested to learn of situations where a NAJ member may not have given the level of service we would expect, but we simply cannot intervene in situations which involve jewellers who are not members of the NAJ. You can carry out a preliminary check to see whether a jeweller is a member of the NAJ by using the search box at the foot of the menu on the left but not all members ask to be listed on our website so you can also ring our membership department on 0121 237 1110. All NAJ members are expected to abide by a code of ethics.

This first section is to help you understand your rights when purchasing jewellery (but nothing here can be construed as definitive legal advice, which may vary in your individual circumstances) and recommendations to help you build a strong relationship with your retailer.

  • Purchasing from a Shop
  • Asking about Returns
  • Purchasing from a website, TV channel or by mail order
  • Valuation Certificates
  • Selling Your Old Gold Jewellery

The following linked pages offer advice about key areas to inform your buying choice.

Ethical Jewellery
Buying Diamonds, Coloured Gemstones and Pearls
Precious Metals and Nickel
Buying Jewellery
Selling Jewellery

About Jewellery and the Materials we use

The items of jewellery and silverware which our members design, craft and sell, carry an emotional value which transcends mere materials and craftsmanship. They are purchased often as a gift of love, or to mark a significant occasion or achievement and with care and understanding can give a lifetime of pleasure. This web page is designed to offer information and advice to help members of the public to buy with confidence and to understand a little more about issues surrounding the purchase of jewellery and ways in which complaints and disputes can be avoided.

Please remember that most of the materials we use to make jewellery are natural and have been mined from the earth’s crust (gold, silver, platinum, diamonds, gemstones and minerals) or harvested from the seas (pearls, shell, coral etc). They are natural materials which have to be refined and alloyed, (metals) or cut (faceted or carved) and polished and there are many variables which mean that it is difficult to make generalisations or assumptions about your jewellery.

Ask your jeweller about your purchase and how to maintain its condition. Do not assume that it is hardwearing; even if the material is platinum - think carefully about how you wear it and the patterns of behaviour which are part of your routine – eg how you handle keys or scissors, tools etc and how they might damage your jewellery.




© 2015
The National Association of Jewellers
Federation House
10 Vyse Street
Birmingham, B18 6LT, UK

Birmingham Office: 0121 237 1110
London Office: 020 7613 4445
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