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FAQs’

ORDERS

What should I do if I receive an incorrect or faulty item?

We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem within 14 days of receiving your order.

Can I track my Order ?

Unfortunately Not. Delivery is via Royal Mail Signed For®  which is not a tracked service.

If you want to utilise this method, then an additional charge will be payable. We suggest you contact us before you place your order for a quote to use this method.

If you have requested and paid for this service we will give you a tracking code which you can track here

Can I make changes to my order?

Depending when you placed your order you may be able to make changes before we process your order. We would advise you contact us immediately . However once processed, then you will have to follow our cancellation policy

Do I get confirmation of my order ?

Once you've placed your order, your confirmation will be emailed to you, it could take up to 30 minutes to arrive in your inbox! Once our team have processed your order, you will receive a second email to let you know that your order is on its way to you. If an email does not appear to have been received, please check your spam folder.

Is it safe to order online ?

You can be assured that shopping with JewelsandGlamour is safe! We do not hold or store your payment details. Our payment gateway uses industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it

Do you only take orders online ?

While we are an online retailer, the fastest, safest and secure way to order and guarentee that the stock is available is to do  this online

Choosing to contact us via alternate methods may mean the item going out of stock by the time we process your request.

PAYMENT

Why am I being asked for another password after entering my card details?

This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.

When will I be charged?

When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or Customer Services will contact you.

What payments methods do you accept?

We have a paypal gateway which will accept PAYPAL and will also accept all major credit cards (if you do not have a paypal account)

DELIVERY

What if my parcel does not arrive?

We ask if you could patiently wait up to 4 working days after the scheduled  delivery date to receive your parcel in case of a delivery delay, If you have still not received your order after this time, please contact us stating your order number and we will investigate and update you as soon as we can.

Will a signature be needed for my delivery?

A signature will be required. If nobody is home to receive the parcel,a card may be left to advise you of this, or to confirm that the package  has been returned to the local depot. You can then contact them directly to  arrange collection or to schedule a new delivery date that is more suitable for you.

What time will my delivery arrive?

Deliveries can be made at any time between 7.00am and 6.00pm.

How long will delivery take?

Approximate times are as follows

UK  1st Class - aim to deliver 93% of mail the next working day after posting

UK 2nd Class -  aim to deliver in two or three working days, including Saturdays

Certain UK Postcodes are subject to different time scales and may be exempt from Next Day delivery.

Europe -  aim to deliver to Europe within 3-5 working days

Other - aim to deliver  worldwide within 5-7 working days.

Will I be charged customs and import duties? (does not apply in the UK)

Depending on the value of your order, your parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

Unfortunately, these charges are out of our hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be.  We will not be liable for any of these costs as a result.

Do you deliver to PO BOXES & BFPO addresses?

Currently we do NOT offer this service.

Where do you deliver to ?

Our UK delivery service includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands, IOM, IOW and the Highlands and Islands of Scotland.

We also deliver to over 200 countries worldwide and currently offer an International Delivery Service which includes USA, Canada, New Zealand, Australia, United Arab Emirates and the following countries within Europe:

Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Belgium, Bosnia & Herzegovina, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Slovakia Republic, Slovenia, Spain, Spitsbergen, Sweden, Switzerland, Turkey, Vatican City State (Holy See).
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What payment methods do you have ?

Currently we accept paypal only via this website :

YOU HAVE A PAYPAL ACCOUNT
You are able to use your paypal account as normal

YOU DO NOT HAVE A PAYPAL ACCOUNT
If you do not have a paypal account , there is an option to process credit card payments via their site

Other methods besides Paypal
Whist we prefer PAYPAL for both your security and ours, but choose not to use this method, we can process your payment manually using WORLDPAY. Please let us know and we'll advise you how.

What methods of shipping do you have ?

All products are shipped to the address supplied on your PayPal details.

We dispatch to your door using Royal Mail Signed For/ ParcelForce so our deliveries require a signature.

If you are out when a delivery is attempted the goods will not be left but the postman will leave a card, you can then arrange to collect the item from your local sorting office or specify a suitable day for redelivery.

RETURNS

Can you do exchanges rather than refund?

Due to the amount of stock we hold this may not be possible.  It may be easier to order you required item initially and wait till we process your refund on your original item.

Do you refund the delivery charge?

We usually refund you what you paid for your order but not the delivery charge, unless your entire order was faulty or incorrect. If you live in the UK or European Union, and have cancelled your contract in accordance with the Consumer Contracts Regulations, we will also reimburse your delivery charges if you paid for delivery. Please bear in mind we’ll only reimburse the cost of the least expensive delivery option. For example, if you originally ordered using the UK Next Day delivery service, you’ll receive a refund equivalent to the 2nd class delivery option.

We’ll process all refunds using the payment method you originally used to purchase your order.

How long does it take to process my return?

It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of  your postage  to be delivered back to us and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund your paypal account or credit/debit card. The funds should appear on your bank statement within 3-5 working days (how long depends on your card issuer).
If you paid for your order with a gift voucher  this will be credited back to your  account.

We will inform you during the process for peace of mind.

How long do I have to return an item?

If you are a customer in the European Economic Area (EEA), you have a legal right to change your mind within 14 days and receive a refund for most products that you buy from us online. If you would like to cancel an order because you have changed your mind, you must tell us no later than 14 days after the date you receive the last of your items and you must return your items to us within 14 days of notifying us that you would like to cancel your order.

If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.

For USA, Canada, Australia and New Zealand customers please return items within 30 days of the date shown on your dispatch note.

For all other International customers, please return unsuitable items within 14 days of the date you receive the parcel.

Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken.

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please return your item/items to us following the method below.

1.  Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

2.  Return the package by using the Post Office counters and obtain proof of postage from the Post Office.

3.  Keep your certificate of postage safe as you will need this as your proof of return

What is your Return / Exchange Policy ?

Return Policy

If you are not completely satisfied with your purchase you can return the item within 7 days of receipt of goods for either an exchange or refund.
Items returned  must be returned in good condition, unused, with original packaging and paperwork.
We strongly recommend that you send your order back to us by recorded delivery. We cannot accept responsibility for parcels lost in transit. A  refund will be issued excluding postage if the item is in its original condition and all the information referred to above is received.  If there are any problems with your refund we will contact you. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us.

Defective and damaged items

If you should receive an item that is defective, damaged or not what you ordered, please contact us within 7 days. We will help you resolve any issues as quickly as possible by replacing the item, delivering another item by way of an exchange, or refunding the amount paid. The faulty item will need to be returned to us.