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 2pm 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*.

*This is only available on Friday’s

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

Yes of course! We are 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 so that we can provide all of our customers with awesome products, at astonishing prices and amazing value for money!

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 will be able to add all 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 you as the customer can buy in 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 you as the customer can buy in 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.

When will an item be back in stock?

Unfortunately we are 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 back in stock.

Changing/Amending An Order

How do I 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 amendments before the order is dispatched. Unfortunately once the order has been dispatched we are unable to make any amendments.

I need to 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 are 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 prior to its dispatch. 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 2pm* the same working day. All orders placed after 2pm 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 includes 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 2pm 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 please note that parcels typically arrive much quicker than this.

For orders to the rest of the world please allow up to 18 working days however again parcels may arrive much quicker than this.

How can I track my parcel?

If you have chosen a tracked postage method then you will have received a copy of your tracking code in the 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 are able to return any item for any reason. Please note that we are 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?

If you wish to return an item please get in contact with us and let us know which product(s) you would like to return. We can then provide you with a Return ID and process your refund as quickly as possible once we have received the goods back.

I want to exchange an item?

You are more than welcome to exchange an item. The best thing to do is to contact us with details of the item that you would like to exchange to, we can then provide you with a Return ID so we can quickly dispatch the new product once we have received the original back.

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 are unable to accept returns of personalised goods unless the product is damaged or incorrect.

Can I return pierced goods?

You are more than welcome to return a pierced good such as earrings or a nose stud provide the item is still in the sealed packaging it was received in. If the product has been removed from the sealed packaging then unfortunately we are unable to offer a refund.

Website/Technical Issues

I am unable to process my order?

Sorry to hear that you are having difficulties placing your order. Our payment software will not authorise any payments unless the billing address is correct. If you are still having issues feel free to get in touch and hopefully we can help!  

My billing address is outside of the UK and I cannot process my order?

Our payment software unfortunately does not accept card payments that have billing addresses outside of the UK. If you are 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 so).

Other

I still need help?

If none of the above have answered your question you can contact our friendly customer service team here and they will be more than happy to help

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