Frequently asked questions

Ordering details

Of course. You are welcome to place your order over the phone with any store of your choosing and either have your item sent to your door or you can collect it from store at a time that suits you during the store's opening hours.

The store will be able to advise on stock availability and in some cases where we have limited amounts of stock we may need to order your item into store from Head Office or another Outlet store.

Please note that the store can't reserve stock for customers but they can pay for the item to be collected at store.

To place your order by phone call:

Cheshire Oaks
01513 571 839

Bridgend Outlet
01656 657 570

Resorts World Birmingham
01214 485040

Yes. If you place your order over the phone with the store or online using our click & collect option you will be able to collect your order from any of our Clogau stores. You will be notified by email as soon as the order is despatched. Please bring your order confirmation email with you, either as a print-out or on your phone.

Of course. Just let one of our staff know which item you'd like to try on and we'll be happy to help you. Unfortunately this does not include earrings for hygiene purposes.

Recommended Retail Price. This is the original price that the item retailed at.

Yes. If you place your order over the phone, we can deliver to your home address. Please note that orders under £250 incur a £7 postage charge. Orders over £250 are sent by next working-day delivery free of charge.

• UK Chip and Pin Card
• Cash

Please note that orders over £500 placed over the phone will be subject to additional security checks.

Delivery

Order Value and Delivery Address Price
All orders placed on www.clogau.co.uk with UK address FREE
All orders placed on www.clogau.co.uk with non-UK address £30
Telephone orders on 0345 606 88 77 of £149.99 or less (UK delivery address) £7
Telephone orders on 0345 606 88 77 of £150 or more (UK delivery address) FREE
All orders with non-UK delivery address £30
* Please note that telephone orders placed with our Outlet stores are charged £7.

Every order we send will arrive in an anonymous package, without any Clogau branding. So don’t worry if you're buying a gift for someone, we won’t spoil the surprise.

Orders of £249.99 or less are sent by Royal Mail Recorded Signed For™ (these usually arrive within a few days but can take up to 12 days on rare occasions, excluding Sundays). You can upgrade your postage to next working-day delivery for £7.00.

Orders totalling £250 or more are sent by next working-day delivery free of charge which is guaranteed by Royal Mail to reach you by the next working day (excluding bank holidays) if you place your order before 4pm and all of your items are in stock. All deliveries require a signature on delivery. During very busy periods (such as Christmas) your order may be despatched the next working day.

UK delivery times

Order Date £249.99 and less £250+
Mon-Thurs, before 4pm 3-11 days (exc. Sun) Next working day (exc. weekends)
Mon-Thurs, after 4pm 4-12 days (exc. Sun) 2 working days (exc. weekends)
Friday, before 4pm 3-11 days (exc. Sun) Monday
Friday, after 4pm 5-12 days (exc. Sun) Tuesday
Sat & Sun, anytime* 4-11 days (exc. Sun) Tuesday
* Saturday delivery is dependent on whether Royal Mail offer a Saturday delivery in your area
International (non-UK) Delivery

International Delivery Times
Europe Approx. 5 working days
USA, Canada and rest of the world Approx. 5 working days

Yes you can, thanks to our new Collect in-store service.

Please note that it takes at least 24 hours to arrive in store depending on which delivery option you choose. Before your visit, contact the store to confirm that your order is ready for collection.

Print out or show your order confirmation email when you visit us.

Bangor
(248 High Street, Bangor, LL57 1PA)

Birmingham
(Resorts World, Unit 45, Pendigo Way, Birmingham, B40 1PU)

Broughton
(Unit 13b, Broughton Shopping Park, CH4 0DP)

Bridgend
(Store 5, Bridgend Designer Outlet, The Derwen, Bridgend, CF32 9SU)

Cardiff
(St David's Dewi Sant Shopping Centre, CF10 2ER)

Cheshire Oaks
(Unit 120b, Cheshire Oaks Designer Outlet, Kinsey Road Ellesmere Port, CH65 9LA)

Llandudno
(47 Mostyn Street, Llandudno, L30 2NL)

London
(Unit 2110, First Floor, Westfield London, Ariel Way, London, W12 7GF)

Swansea
(Unit 35a, Quadrant Shopping Centre, St Mary’s Arcade, Swansea, SA1 3QW)

Yes, even if it is your first order with us.

Yes, but you must have an online account with us (which is free of course). Simply click the ‘Order Tracking/History’ link once you have signed in to your account.

Yes, £30 delivery charge and order must be under £500 for international delivery over the phone. Customers pay be asked to pay by BACS on occasion.

Returns

We offer all of our direct customers (excluding retailers) a 14-day “no quibble” money-back returns policy.

If for any reason you are unsatisfied with your Clogau jewellery or watch, you may return it unworn and in its original presentation packaging, and within 14 days of receipt for a full refund or exchange.

This policy does not apply to earrings (for hygiene reasons), soldered and engraved items, or vouchers (whether physical vouchers or e-vouchers), which cannot be returned (this does not affect your statutory rights).

Returns may be subject to postage charge, depending on circumstance.

  • Only items purchased through Clogau directly (via website, phone or mail order) can be returned here. Any item/s purchased via a Clogau stockist should be returned to the stockist.

  • However, if you bought your item on holiday or the shop you bought it from has closed down or moved out of your area, you can send it back to us.

  • You are responsible for arranging and funding any return. Where the item is faulty or dispatched in error, Clogau will only reimburse returns made within the UK (excluding International) after the item(s) has been assessed by us.Where items are deemed not faulty and we are unable to refund, and it is outside of 14-day period or warranty, we will return to customer by courier and Clogau will not accept responsibility if the item is lost in transit or customer refuses to accept delivery of goods. If returning a parcel to us from outside of the UK, it is the responsibility of the customer to pay own shipping costs and any duties and taxes that may arise.

  • When returning items you must obtain proof of posting as we cannot accept responsibility for parcels lost in transit. Furthermore, returns must be made via a secure postal service method which carries a level of adequate insurance cover.

  • If you are returning proof of purchase with your item, it is advisable to only send copies as we cannot guarantee that we will be able to return any original documents.

  • A refund of the price of the goods will be issued once all the criteria above is met. The original method of payment for the purchase will be credited. If there are any problems with your refund, a member of our customer care team will contact you. Please note that any funds due should appear on your bank statement within 5-10 working days. (Please note that refund times are dictated by the card issuers and are outside our control).

  • Jewellery must be returned in its entirety, such as a pendant with a chain, both earrings, etc.

  • If you are returning jewellery for repair, it is advisable that you do not return it in the original packaging as we cannot guarantee that we will be able to return this.

  • Vouchers (whether physical vouchers or e-vouchers) cannot be refunded.

  • Please note that the customer has to return the item to us prior to us exchanging/refunding the item.

You can either return the item to store and they will return to Head Office on your behalf or you can return direct to Head Office.

Please ensure that any specific requests are detailed and all contact information is noted also.

If the item is sentimental please provide this information as if the item is unrepairable we may send a replacement, however, this is not an appropriate solution if sentiment is an issue.

We recommend returning your item to the place of purchase.

Where this is not possible please return to Head Office or any of our Clogau Boutique stores and we will be able to organise a refund or exchange as long as this is compliant with our 14 day refund policy. This may be by returning the item to H/O on your behalf and may not be an immediate process.

Our Head Office address:

Clogau Gold of Wales Ltd
Sherbrooke House
5 Kinmel Park
Abergele Road
Bodelwyddan
LL18 5TX

Yes. If returning an item purchased through one of our Outlet stores to one of our Boutique stores and vice versa.

Please note that stock may vary and you may not be able to exchange like for like in store. We can however arrange for the item in question to be sent to your home address or to store for collection (stock dependent).

Outlet Jewellery

Anything between 30%-70%.

Yes. Every watch and piece of jewellery we create contains rare Welsh gold, whether it's in our Outlet stores, boutique stores, or retail partner stores.

Every 6 months we release around 50 new items into our main range (which is available at www.clogau.co.uk) and to make room we have to remove roughly the same amount.

If you're familiar with Clogau, you may recognise some pieces from previous brochures.

These pieces are then transferred to our Outlet stores and immediately reduced by 30%.

This ensures that there is always a steady stream of "new" jewellery at our Outlet stores for you to choose from.

Since 2014, The Edinburgh Assay Office has continued to work closely with Clogau Gold of Wales developing and witnessing their chain of custody for the addition of Welsh gold to their jewellery products.

We are satisfied that the quality management process followed by Clogau Gold of Wales provides assurance of the statement "Welsh gold is contained within each piece of Clogau Gold jewellery" by supporting:

• The validity of the source of Welsh Gold used by Clogau Gold of Wales.
• That a pre-determined quantity is being included in the production of all Clogau Gold items.
• That the quantity is consistent across their range of jewellery.
• That verifiable records are being kept to provide clear audit trail to support these assurances.

John Fadden
Quality Manager
Edinburgh Assay Office
18th October 2017

We do not state the % content for a number of reasons. Firstly, the precise Welsh gold content varies with the caratage of the gold in the piece. Also, we do not wish to be obliged to a fixed % in case we are forced to reduce it in the future due to depleting stocks.

You can be guaranteed that there is Welsh gold within your jewellery which is shown by the Welsh Dragon stamp which is applied.

The Welsh gold is normally included within the rose gold detailing of the piece (and is not the entire rose gold part, as sometimes assumed). In the items that do not contain rose gold, we incorporate it within the other gold featured in the piece.

Every piece of Clogau jewellery is marked with the Welsh Dragon stamp to indicate that a touch of Welsh gold is contained within. The Clogau stamp identifies the item as a genuine piece of Clogau jewellery.

Assay Office Hallmark  

Assay Office Hallmark
Since 2004, each piece of Clogau jewellery is tested and marked by the Edinburgh Assay Office.

     
Clogau Gold Sponsor's Mark  

Clogau Sponsor’s Mark
This identifies Clogau as the manufacturer of the item and is struck by the assay office.

     
Clogau Gold stamp  

Clogau stamp
This identifies the item as a genuine and original Clogau jewellery piece.

     
Welsh Dragon stamp  

Welsh Dragon stamp
This stamp guarantees that Clogau Welsh gold has been added to your jewellery. At present, this stamp is not included on Clogau watches although they do contain Clogau Welsh gold.

     
18ct gold standard mark  

18ct gold standard mark
This identifies an item’s gold purity as 750 parts per thousand.

     
9ct gold standard mark  

9ct gold standard mark
This identifies an item’s gold purity as 375 parts per thousand.

     
Sterling silver standard mark  

Sterling silver standard mark
This indicates the item contains sterling silver with a purity of 925 parts per thousand.

     
Platinum stamp  

Platinum mark
This indicates the item contains platinum.

Every piece of Clogau jewellery contains rare Welsh gold as used by some members of the British Royal Family for over 100 years.

Welsh gold is famous for being selected to create generations of Royal Family wedding rings including those of Her Majesty The Queen, the late Diana Princess of Wales, Her Majesty Queen Elizabeth The Queen Mother, HRH Princess Margaret, HRH Princess Anne, Their Royal Highnesses Prince Charles and The Duchess of Cornwall, and most recently, The Duchess of Cambridge. This has made Welsh gold some of the most sought after jewellery in the world.

Clogau jewellery is guaranteed to contain rare Welsh gold. It carries a unique Welsh Dragon and “CG” mark, stamped during the creation of each Clogau item.

Each piece is crafted using traditional jewellery-making techniques and painstakingly hand-finished to give the lasting pleasure which ensures the Clogau jewellery will remain as special as the day you received it, as it is passed down through generations.

Manufacturing

Originally, all Clogau jewellery was manufactured in North Wales, but in 2005 the decision was made to move production overseas in an attempt to fulfill customer demands for shorter manufacturing and delivery times, and to sustain the growth of the brand.

The change has meant that the costs to both customer and company have been reduced, and customers now receive their jewellery with 2-3 working days, instead of several weeks. It has also meant that we can keep up with the demand for Clogau jewellery on the high street and, increasingly, internationally.

The majority of Clogau jewellery is made up of multiple components due to the addition of Welsh gold (usually in the rose gold detailing), thus complicating the manufacturing process. A team of dedicated employees are responsible for creating jewellery of the utmost beauty and quality.

The quality of Clogau diamonds are typically:

• In silver items where the diamond is 0.49ct or under: SI1 (slightly included) clarity and G-H colour (near colourless)

• In gold items where the diamond is 0.49ct or under: VS2-SI1 (very slightly to slightly included) clarity and G-H colour (near colourless)

• Any diamond 50pts, or more, set in gold or silver: VS1 (very slight inclusions, not visible to the unaided eye) clarity and G-H colour (near colourless)

Gold from the Clogau St David’s Mine, and other Welsh gold, has been mined in an ethically sound manner. Within the majority of our jewellery, however, Welsh gold is combined with World gold.

As members of the Responsible Jewellery Council, we are committed to completing the compulsory member certification against the Code of Practices and the voluntary Chain of Custody standard, which is currently under development. The RJC aims to improve the transparency of the full jewellery supply chain; from mine to retail.

“A trusted technique, hand-in-hand with an organised approach to the supply chain ensures that product quality is consistently high and low fault rates are maintained.” Ben Roberts, Managing Director.

The quality of construction, finish and methods used are under constant review and improvement, and are written into the Service Level Agreement for suppliers. The agreement covers manufacturing requirements such as high quality alloys to be used in the anti-tarnish casting grain, German findings/clasps and chain sourced from the UK.

A stringent 7-stage quality-control process is in place:

• Porosity check on cast “tree”
• 1st stage component 1 surface finish check
• 1st stage component 2 surface finish check
• Solder/laser check & pre-polish
• Final surface polish check
• Construction & size check
• Final check