FREQUENTLY ASKED QUESTIONS

I need more information about a product.

We include as much information as possible about a product on the website page itself. Usually more detailed information can be offered if you email us or call us on the order line. Please remember to provide the name and code of the product you need more information on and one of our operators will aim to answer your query as quickly as possible.

Can I change my order?

Once your order has been confirmed, it is only possible to change it prior to despatch.

Can I cancel my order?

Once your order has been confirmed, it is only possible to cancel it prior to despatch.

My order is a gift for someone. Can I add a message to it?

Yes we do provide a gift tag service to customers purchasing jewellery as gifts. If ordering online write ‘gift tag’ This service carries a 99p charge.

We can send your items to your desired recipient. No despatch note will be enclosed within the parcel. Please remember to check the destination address and provide as much detail as possible.

Standard Delivery Orders

We aim to deliver Standard Delivery orders within 3-7 working days.

Once your order is displayed as ‘Shipped’ please remember to allow 7 working days for your order to arrive.

Remember that if you have a query relating to any information held on the courier’s website you must contact them directly.

If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from your local sorting office. If you have followed the instructions above and still have not received your order, please contact our customer care team with your query and order number.

I’m not going to be in when you deliver my parcel. What will happen?

The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain the parcel. Alternatively, you may wish to provide an alternative delivery address at the time of order, for instance a work address. However, please try to be as detailed as possible with the address to ensure safe delivery of your parcel.

How do I return an item?

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 working days of receipt. We will issue a full refund on receipt or if you prefer, will exchange the item for you.

The item I ordered is faulty

If an item you have received appears to be faulty, please contact our customer care team, quoting your order number, name, address and a contact telephone number. Please also provide details of the problem and we will aim to deal with your request as soon as possible.

I received the wrong item

If the item you received is not what you originally ordered, please contact our customer care team.

How long will it take to refund?

All refunds are credited to the same card with which you made your original purchase.

Please allow 3 working day from RECEIPT of a return for us to process a refund.

Once your refund has been initiated please allow 5 working days for it to reach your account.

This time frame is dictated by your card issuer and is outside of our control but we will process your refund immediately upon receipt of your return.

Why have you not refunded the delivery charge?

Delivery charges are non-refundable.

Can I contact you by phone?

Yes. Our customer order and enquiry line is: 0090. Lines are open from 9am until 5pm Monday to Friday and from 10am until 2pm on Saturday. Should you need to contact us, one of our operators will be happy to assist you with any queries you may have.