Unit A501. The Biscuit Factory 100 Clements Road London SE16 4DG GBR
020 3397 4169
Mon - Fri: 9:30am - 6pm

FAQs

Placing An Order

What ring size should I go for?

We understand how tricky it can be choosing the correct ring size when ordering online so we have a handy ring size guide hereto help you. If you are still unsure you are welcome to order multiple sizes and return those that are unsuitable.

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!

I live in the UK, how quickly can I get my order?

If you place your order before 4pm and choose the Next Working Day delivery option this will guarantee your parcel by 1pm 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

I live outside of the UK, can I still buy from you?

Yes of course! We're able to ship worldwide, however please note that delivery times do vary.

How do I know if my order was successful?

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 Account > My Orders.

Product Information

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.

Will my item come in a box?

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.

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.

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.

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.

Are your items hallmarked?

We adhere to all UK hallmarking regulations. Any sterling silver items that are over the 7.78 gram and 9ct gold over the 1 gram weight limit have a full UK hallmark. It is likely that many of our products under the hallmarking weight will have a .925 sterling silver stamp or a .375 9ct gold stamp, however this is manufacturer dependent. You can view our Dealers Notice issued by Edinburgh Assay Office this has lots of useful hallmarking information

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.

Changing/Amending An Order

How do I change 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.

Can I change my 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.

How do I cancel my order?

You are welcome to cancel your order at any point before it's been sent. If you wish to do so please contact us here and we can arrange this for you.

Delivery & Tracking Your Order

When will my order be dispatched?

We dispatch all orders placed before 4pm* the same working day. All orders placed after 4pm will be dispatched the following working day. Our standard UK delivery is Royal Mail 1st Class which we find typically takes between 1-2 working days.
*This does not include engraved and personalised goods.

When should I expect my order to arrive?

Our standard delivery 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 by 1pm 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.

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.

Returns

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.

How do I return an item?

It's simple! Just click this link and log in to your account. 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,ƒ tablet or computer. We will process your refund as quickly as possible once we have received the goods back.

How do I exchange an item?

You are more than welcome to exchange an item. If you click this link, you can select the items you wish to return, with the reason as 'exchange'. Just pop a comment in the comment box with the product you wish to exchange to. Once we get your item back, we'll have the exchange sent out in the post to you in no time!

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.

Can I return a personalised item?

Unfortunately we're unable to accept returns of personalised goods unless the product is damaged or incorrect.

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.

Website/Technical Issues

What if I am unable to process my order on your website?

Sorry to hear that you're having difficulties placing your order. Our payment software will not authorise any payments unless the billing address is correct - this is something you can check first. If you're still having issues, please get in touch and hopefully we can help!

My billing address is outside of the UK - how do I process my order?

Our payment software unfortunately does not accept card payments that have billing addresses outside of the UK. If you're an international customer and wish to place an order, you should be able to successfully check out using PayPal (please note you do not necessarily need a PayPal account to do this).

Other

What if I still need help?

If we've still not managed to answered your question here, you can contact our friendly customer service team here and they will be more than happy to help!

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