Necklace or bracelet broken or lost: warranty, repair and how to prevent it

Necklace or bracelet broken? Do this right away

A moment of panic, then this list. You're really not the only one: a broken link or a clasp that's stopped working is one of the questions we get most.

1. Stop wearing it. A link that's open or a clasp that half works will break further with the next move. Or you'll lose it.
2. Keep every part. The clasp, the little ring, a loose stone. Put everything together in a pouch or in your TOV box.
3. Take photos. One of the whole piece and a few close-ups of the spot where it went wrong. Daylight shows best what happened.
4. Get in touch with us. Send the photos along with your order number. Then we can look at it properly.

Is it covered by the warranty?

On top of your statutory rights, all our jewellery has a 2-year manufacturer's warranty. For the parts that work hardest in daily wear, the setting of stones and how clasps work, it's 1 year. All the terms are on our warranty and repairs page.

So a broken chain can go either way. If it broke because of a fault in the making, it's covered. If it broke because it caught on something, it isn't. That's why we ask for photos. Has your piece just gone a little dull? Often you can polish your gold up yourself with a soft cloth.

Loss isn't covered by the warranty. If you wear pieces you really don't want to lose, check whether your home contents insurance covers them.

Outside the warranty: can it be repaired?

Has the warranty run out, or isn't it covered? Send us photos anyway. We'll assess whether a repair makes sense and let you know the options.

Don't have another jeweller alter it

TOV doesn't alter pieces or resize rings. If you have a TOV piece altered or repaired by another jeweller, the warranty is void. After that, you can't return or exchange it either. So get in touch with us first, even if it's something small.

Ring doesn't fit? Within the EU you can exchange it for another size free of charge within 30 days. In the UK, the US and Canada, you send it back yourself.

How to stop your necklace breaking or going missing

A piece that never breaks doesn't exist. With these habits, it lasts a lot longer:

• Check the clasp. All our necklaces and bracelets now have a heavier lobster clasp. Feel the lever spring back, and hook it into a ring, not into a link.
• Take it off for sport and sleep. And when you pull a jumper on or off: that's the moment a link catches.
• Be kind to fine chains. The finer the link, the more delicate. If it catches on something, don't pull: free it gently. Wear a gold necklace day and night? Then choose a sturdy link such as anchor, curb or figaro.
• Store it closed and on its own. A closed necklace doesn't tangle with your other pieces. Storing it separately prevents scratches.

Sturdy links for every day, as a gold bracelet too:

From this story

Anchor Chain Necklace £559.00 Figaro Chain Bracelet £309.00 Bold Anchor Chain Bracelet £559.00

Lost an earring?

It happens, especially with small earrings. The good news: we sell gold piercings individually. Lost one? Then you simply order one new one. Hoops are sold in pairs.

How to keep them where they belong:

• Flatback: the top screws onto the post. Give it a quick turn now and then, firmly but without forcing it.
• Rings for your daith or helix: these click shut. Listen for the click, then you know it's closed.

Gold Necklaces Real gold, from fine chains to pendants. Shop Gold Necklaces