Frequently Asked Questions
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When will my order be dispatched?
We dispatch all orders placed on a Monday- Friday before 4pm* the same working day. All orders placed after 4pm will be dispatched the following working day. Our standard UK delivery service is Royal Mail 1st Class which typically, we find takes between 1-2 working days to arrive. *This does not include engraved and personalised goods.
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I have paid for next day delivery, when will this arrive?
Any orders placed on a Monday- Friday before 4pm with next day delivery will arrive the following day, however please note if the order is placed after 4pm on a Friday, it will be dispatched on the following Monday, due for delivery on a Tuesday.
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Will bank holidays affect my delivery?
We are closed on bank holiday Mondays, so any order placed after 4pm on the Friday before a bank holiday will be dispatched the following Tuesday, this includes next day delivery orders.
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When should I expect my order to arrive?
Our standard deliveries to the UK are dispatched via 1st Class post which we typically expect to arrive within 1-2 working days, although please allow up to 7 working days. For orders placed before 4pm with Next Working Day delivery, your order will be guaranteed the following working day. We would expect deliveries to Europe to arrive within 12 working days, however most parcels usually arrive much quicker than this. For orders outside of Europe, please allow up to 18 working days, but parcels generally arrive much quicker than this.
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How can I track my parcel?
If you have chosen a tracked postage method then you should have received a tracking code in your dispatch email. If your order was sent via Royal Mail 1st Class or Airmail, then unfortunately there is no tracking available.
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Why is my tracking link not updating?
If you have placed an order successfully then you will receive a confirmation email containing all the relevant details. You can also view the status of all of your orders under your account.
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I live in the UK, how quickly can I get my delivery?
If you place your order before 4pm and choose the Next Working Day delivery option this will guarantee your parcel the following working day. If you require your order to be delivered on a Saturday then we recommend you choose the Saturday Guaranteed delivery option*. *service only available on Fridays
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Can I return an item?
Yes! We have a 30 day no-quibble returns policy which means that you're able to return any item for any reason. Please note that we're unable to accept returns of any pierced goods that have been removed from their sealed packaging for hygiene reasons, or any personalised/engraved goods.
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How do I return an item?
It's simple! Just visit the order history page and either login to your account or choose 'I checked out as guest'. This will allow you to select the items you wish to return. This will only take a couple of minutes, and can be from your phone, tablet or computer. We will process your refund as quickly as possible once we have received the goods back.
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Can I return personalised goods?
Unfortunately, we're unable to accept returns of personalised goods unless the product is damaged or incorrect.
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How do I exchange an item?
If your item is not as expected, you are more than welcome to return it for an exchange. If you visit the order history page, you can select the items you wish to return, with the reason as 'exchange'. Guest customers can access this page by choosing 'I checked out as guest' after clicking the link. Just pop the sku code of the product you wish to exchange to (found just below the product name on each product page) in the comment box. Once we get your item back, we'll have the exchange sent out in the post to you in no time!
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Can I return pierced goods?
You're more than welcome to return a pierced good, such as earrings or a nose stud, provided the item is still in the original sealed packaging it arrived in. If the product has been removed from the sealed packaging, then unfortunately we're unable to offer a refund.
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Do I have to cover the cost of a return?
Yes you will need to cover the return cost for unwanted items or items which do not fit.
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How long will it take before I receive my refund?
We process all refunds within 24 hours of receiving the item back. Please allow 3-5 working days for the funds to be available in your bank account.
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If I checkout as a guest, can I still return my item?
Yes of course, you just need to click here and choose the 'I checked out as a guest option' and enter your email address and order number.
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Can I change/amend my order?
If you wish to make a change to your order please contact us here as soon as possible so we can make the necessary changes before the order is dispatched. Unfortunately once the order has been dispatched we're unable to change it.
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Can I change the delivery address?
If you have placed an order and the delivery address is incorrect please contact us here as soon as possible so we can update the details for you. If the order has already been marked as dispatched then unfortunately we're unable to update any details and the order will be sent as per the confirmation email.
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Can I cancel my order?
You are welcome to cancel your order at any point before it's been packed. If you wish to do so please contact us here and we can arrange this for you. Unfortunately if the order has been packed or dispatched we will be unable to cancel your order but you are welcome to return the item to us for a refund once you receive it, as long as the item is not personalised.
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I have a specific request regarding my order, how can I let you know?
We will try our best to cater for all customer requests. You are more than welcome to pop a comment in the 'order comments' box at the checkout or send us an email and we will do our very best to meet your needs!
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Can you add a small note to my order as it's for a gift?
You can add a gift card to your order for £1.95 at the checkout and include whatever message you would like!
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How are your products such good value?
We work very hard to source the highest quality products at the best possible prices to give all our customers amazing value for money! Since we're an online-only shop, we're able to cut costs compared to other high street jewellers.
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Can my item be engraved?
We have a number of engravable products on our website. If an item can be engraved you will see the blue 'personalisation' box above the product image. You'll be able to add the engraving details on the product page itself by clicking the personalisation button on the right hand side and completing the drop down options.
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How will my item come packaged?
We have carefully selected the best packaging for the product and hopefully you agree. The gift packaging varies across jewellery lines and you will find an image of the packaging on the product page as a secondary image. If the image shows a small envelope, you can upgrade the packaging to a box for £1.95.
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Are your products real silver?
Yes! All of our items described as sterling silver are solid .925 sterling silver. jewellerybox are proud to be an assay assured retailer. This is an invite only-scheme operated by the independent assay office in Edinburgh who carry out random sample testing and monitor jewellers like us for compliance so that customers can buy with confidence.
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Are these real gold?
Yes! All of our items described as 9ct gold are solid .375 9ct gold. If a product is plated or dipped then this will be clearly indicated in the product title. jewellerybox are proud to be an assay assured retailer. This is an invite only-scheme operated by the independent assay office in Edinburgh who carry out random sample testing and monitor jewellers like us for compliance so that customers can buy with confidence.
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When will an item be back in stock?
Unfortunately we're unable to say exactly when a product will be back in stock. The best thing for you to do is to pop your name and email address in the box to the right hand side of the product page and we can email you as soon as we have the product available for you to order.