We started out as retailers over 10 years ago. During that time, we sourced jewellery from just about every wholesaler and importer in the UK and Ireland. There were good suppliers and there were bad suppliers, but most fell somewhere in the middle - doing just enough to make us buy from them again, but not enough to make us recommend them to anyone else.
When we became wholesalers ourselves, we were determined not to make the same mistakes so many of our old suppliers made. We deliberately sought out fresh lines of stock from new manufacturers throughout the year, we never bought the same lines as the previous year (no matter how popular they were), and we put an extra effort into packaging and quality control that we knew would make us stand out from our competitors.
When you have a long list of orders to fill on a Monday morning, it’s tempting to quickly build the order by grabbing each item from its shelf, tossing it into a bag or a box, and then shipping it as is. This is what happens with most suppliers, and this is why so many items arrive damaged. Damages are part and parcel of the jewellery business, even more so for costume jewellery which tends to have many attached or movable parts.
When we pack orders, we check each item individually before shipping. We take it out of its original packaging, ensure that no clasps are broken and that all pieces are present, and then we repack the item using our own, more robust cards and bags. The picture below is of one of our current best selling necklaces as we receive it from the manufacturer. Yes, it’s packaged, but not well. It’s scrunched up so tightly that the possibility of damage in transit is very real. This is how most wholesalers ship their goods, and what we grew used to when we were retailers ourselves.

Here is the same item after we repack it. It’s given a sturdy card to protect it during transport and to allow the retailer to display or store it without risk.

While repacking, we examine the necklace for damage, and if found, we either fix the problem, or set it aside and write it off as damaged goods. We do our best never to send a damaged item to a customer. We’re not saying we’re perfect. Sometimes, no matter how good the quality control process or the packaging, something slips through the net. But the number of items returned to us by customers is very small, nothing like the volume we ourselves experienced as retailers years ago.
Below is a second example of how we repack our goods prior to shipping. The green necklace is a prime candidate for damage due to poor packaging, while the stringy necklace can easily lose it’s shape if not packed tightly.

This is what the same items look like when we ship them to our customers.

As retailers, you can’t realistically expect perfection from your suppliers. Sometimes things do get broken or damaged in transit or when packaged a little too tightly. But there are ways suppliers can minimise damages, and this is something you do have a right to expect.