Aftercare & Repairs
Our repair and aftercare service is available exclusively for original FLAME creations.
We do not repair, alter or restring jewellery made by other brands, makers or manufacturers. This allows us to maintain the standards of workmanship associated with FLAME and to ensure that every piece entrusted to our care is handled appropriately.
Every FLAME piece is created using carefully selected professional jewellery materials. Depending on the individual design, these may include solid gold, 14k gold-filled and sterling silver components, high-quality beading wire and professional elastic cord.
SCULPTED GLASS
Each FLAME glass microsculpture is individually formed and sculpted in the flame from genuine Murano and selected fine art glass. Selected works also incorporate genuine 23-karat Italian gold leaf, permanently fused within the glass.
Every microsculpture — including the smallest — is kiln-annealed through a controlled overnight cycle designed to relieve internal stress and maximise structural stability.
Kiln annealing and exceptional materials greatly improve the integrity of glass; they do not make it impact-proof. Fine glass remains glass — not metal.
A knock against a table, door handle, stone, tile, metal or another hard surface may chip or break a projecting sculptural detail, even when the wearer does not notice the precise moment of impact.
Damage caused by impact, dropping, crushing, misuse or attempted third-party repair is considered accidental or mechanical damage, not a manufacturing fault.
MANUFACTURING FAULTS & STATUTORY RIGHTS
We stand behind the quality of our materials and workmanship.
If you believe that your FLAME piece has developed a fault in materials or workmanship, please contact us with proof of purchase and the photographic evidence requested below. Each case will be assessed individually and handled in accordance with applicable UK consumer law.
Accidental or mechanical damage — including impact, dropping, crushing, misuse, loss, alteration, water or chemical exposure, ordinary wear or attempted third-party repair — is not a manufacturing fault.
Nothing in this policy limits or excludes your statutory rights.
CARE AND NATURAL WEAR
Like all jewellery, even the finest materials naturally experience wear over time.
Regular wear, water exposure, cosmetics, perfume, swimming pools, physical work and everyday use may eventually require maintenance or restringing.
Please protect sculptural glass pieces from knocks, drops, crushing and pressure. We recommend removing your jewellery before sleeping, bathing, swimming, sport, cleaning, manual work or any activity where impact may occur.
Store your piece separately in its original box or protective pouch. A chipped or broken glass microsculpture cannot be repaired or restored and must never be glued or otherwise altered.
When maintenance or restringing becomes necessary, we will be happy to help wherever technically possible.
BEFORE REQUESTING AFTERCARE
Please contact us first at info@flameatelier.com and include:
• Clear photographs of the complete FLAME piece
• A brief factual description of the issue and when it was first noticed
• Proof of purchase if you believe the issue may be a manufacturing fault
• For chipped or broken sculptural glass: sharply focused macro photographs of the fracture surface, taken in good daylight from several angles, with the piece laid flat
Each aftercare or manufacturing fault request is assessed individually before any work begins.
Where necessary, we may request that the complete piece is returned for physical inspection. Fractures caused by residual internal stress, an unsuccessful attachment and mechanical impact have different physical characteristics. Our assessment is therefore based on the available physical evidence and, where required, examination of the piece.
Once we have reviewed the information provided, we will confirm:
• Whether the jewellery construction can be repaired or restrung
• Whether a damaged glass microsculpture requires replacement with an entirely new element
• Whether the issue appears to be a manufacturing fault
• The recommended aftercare option
• The cost, where applicable
• Shipping instructions
Please do not send any piece to FLAME Atelier without receiving written confirmation and shipping instructions first.
TYPICAL UK AFTERCARE PRICES
The prices below are guide prices for the most common aftercare services. Final quotations are provided after assessment of photographs and confirmation that the requested work is possible.
Elastic Bracelet Restringing
Replacement of professional elastic cord and metal cover bead.
from £15
Wire Bracelet Restringing
Replacement of professional beading wire with standard clasp.
from £20
Wire Bracelet Restringing with Extension Chain
Replacement of professional beading wire with clasp and extension chain.
from £25
Necklace Restringing
Replacement of professional beading wire with standard clasp.
from £25
Necklace Restringing with Extension Chain
Replacement of professional beading wire with clasp and extension chain.
from £30
Clasp Replacement
from £15
Complex Aftercare
Quotation provided individually.
UK aftercare quotations include return shipping by Royal Mail Tracked.
SCULPTURAL GLASS DAMAGE
A chipped or broken FLAME glass microsculpture cannot be repaired or restored. Where replacement is appropriate and technically possible, the damaged glass element must be removed and an entirely new microsculpture created by hand in the flame.
If assessment confirms a manufacturing fault, FLAME Atelier will provide the appropriate remedy in accordance with applicable UK consumer law.
Accidental or mechanical damage — including chipping or breakage caused by impact, dropping, crushing, misuse or attempted repair — is not considered a manufacturing fault.
Where the damage is accidental or mechanical, a paid replacement of the glass microsculpture may be offered at the atelier’s discretion. Any replacement is subject to technical feasibility, design and material availability, the atelier’s production schedule and an individual quotation.
Every FLAME glass microsculpture is individually formed and sculpted by hand in the flame. No two are ever completely identical — this subtle individuality is part of the beauty, character and quiet magic of hand-sculpted glass.
Although the atelier will endeavour to preserve the character, proportions and visual spirit of the original, an exact replica cannot be produced or guaranteed.
Replacement of a glass microsculpture may also require partial or complete reconstruction or restringing of the jewellery piece.
INTERNATIONAL AFTERCARE
International aftercare may be available depending on destination, customs requirements and shipping regulations. Please contact us before sending your piece.
International return shipping costs are calculated individually according to destination.
IMPORTANT
Proof of purchase may be required when reporting a suspected manufacturing fault.
Most FLAME jewellery pieces can be restrung or have their metal components replaced. However, a chipped or broken glass microsculpture itself cannot be repaired or restored. Where appropriate and technically possible, it must be replaced with an entirely new element created individually by hand in the flame.
Every request is assessed individually, and the most appropriate available solution will be recommended.
Nothing in this policy limits or excludes your statutory rights.