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FAQs
Orders
Are my personal details safe when placing an order with The Jewellery Superstore?
Yes, it is 100% secure to order online with us. Every single transaction on our site is secured by the world leading payments provider Paypal. Our secure servers protect all personal information entered throughout the ordering process using advanced encryption and firewall technology, and we do not store your payment details in order to provide a further level of protection.
How do I place an order?
It's really easy to place an order with The Jewellery Superstore. Please visit our How To Order page for a easy to understand, step-by-step guide.
Will you keep me updated on my order?
Once your order has been placed successfully, we will send you an email confirming we have received your order. We will then contact you via email confirming your order has been despatched and provide you with a tracking reference. We want to ensure you are completely satisfied with your purchase, so 7 days after your order has been placed, you will be contacted by Trusted Shops and asked to write a review on your shopping experience with us. If you have not received your item or if you have any enquiries regarding your order, please contact the Customer Care team via our Contact Us page.
Can I change an order after it has been placed?
We aim to pack orders as quickly as possible, however, we will do our utmost to make any changes needed to ensure you are completely satisfied with your order.
Can I cancel an order after it has been placed?
If you have changed your mind or have any enquiries about a recently placed order, you can contact the Customer Care team via our Contact Us page.
I am having problems placing an order, what do I do?
If you are experiencing difficulties when placing an order online, please contact our Customer Care team who will be able to help you, via our Contact Us page.
What if the item is received faulty/damaged or the incorrect item is received?
In the unlikely event that you should receive a faulty/damaged item or if we have sent a different item than was on your order, please contact the Customer Care team within 5 days of receipt via our Contact Us page. We will provide you with a pre-paid return label and advise you how to return the item.
What if there is an item missing from my order?
If your order has been received and is missing anything, please contact the customer care team within 48 hours who will be able to help you, via our Contact Us page.
I have been contacted advising one of the items I have ordered is out of stock, what do I do?
In the unlikely event that for any reason we are unable to fulfil your original order, the Customer Care team will contact you and help you select an alternative item or arrange for a refund.
We are a company, can we place a corporate order for items?
Yes, please contact the Customer care team via our Contact Us page for further assistance.
Payments
How can I pay for my order?
We accept payments from all major credit and debit cards, for your convenience we also offer check out with PayPal.
When is my account charged for my order?
Your account is debited when the order has been confirmed when checking out using our secure online payment system via PayPal. You will see an order confirmation screen telling you your payment is been processed.
How do I use my promotion/discount code?
To use your special code simply enter it in the coupon code box that will show during the checkout process. If you are experiencing difficulties using your code, please contact us.
Where can I get a promotion/discount code to use with my order?
You should first of all signup for our newsletter that will keep you up-to-date with all our special offers before anyone else gets them. You can do this by entering your email address in our banner that shows at the bottom of every page. We will also sometimes feature codes on our website homepage, blog, in other newsletters and we may put codes on our Facebook or Twitter pages from time to time.
How can I purchase a gift card?
We do not currently offer gift cards, however this is a feature we will be adding very soon.
Will I be charged customs and import duties on my order?
Orders placed from outside the European Union may be subject to additional import taxes imposed by your local government. The responsibility lies with the purchaser to settle these additional tariffs directly with the responsible government agency or its agent. We recommend all non UK customers contact their local government office for advice on importation tariffs for goods received from the UK.
Delivery
How do I track my order?
Once your order has been despatched you will receive a confirmation providing a tracking reference. Please go to the Royal Mail Track & Trace page and enter the reference. If you need further assistance, please contact the Customer Care team via our Contact Us page.
How long will it take for my order to be delivered?
Delivery options are given at point of checkout. Free delivery is available on all UK orders over £30. For orders over £50, next day delivery is applied automatically free of charge. Next day delivery is available on all orders under £50 for £6.95. Free standard delivery for orders valued between £30-£49 will normally arrive in 1-3 working days.
All items ordered before 2pm Monday to Friday will be despatched same day. Orders placed after 2pm Friday and before 2pm Monday will be despatched on Monday.
Can you deliver to my work address?
Yes, we can deliver to an alternative address of your choice. Please include this information when placing your order by selecting the "Ship to different address" option.
All parcels are delivered Royal Mail and require a signature. Before placing an order to be delivered to your work address, please ensure you know are happy with who will be signing for your package.
Do I need to sign for my parcel?
Yes, all our parcels require a signature. We use this fully tracked method of postage to ensure your parcel reaches you as promised. If there is nobody available at the specified delivery address to sign for the parcel, the item will be returned to your local sorting office where you can collect or rearrange delivery. You will receive a card through your letterbox confirming instructions for collection or rearranging.
What do i do if my orders has not been delivered yet?
If your order has not arrived within the expected time frame, please contact the Customer Care team via our Contact Us page for further assistance.
What if my order is lost in transit?
If your item has not been delivered to you within the expected time frame, please contact the Customer Care team via our Contact Us page for further assistance.
Can I change the delivery address?
We aim to pack all orders as quickly as possible, however we will do our utmost to make any changes needed to ensure you are completely satisfied with your order. Please contact the Customer Care team via our Contact Us page as soon as possible.
Do you offer international deliveries?
Yes, we ship internationally to most countries. Please visit our via our Delivery Information page for details and excluded countries.
Do you ship to BFPO addresses?
Yes.
Returns
What is your returns policy?
Please visit our Returns Policy page for full details.
How do I return something to you?
To return your item within the 30 days return policy, package the item carefully including a cover note/copy of invoice stating if an exchange or refund is required. We recommend parcels are returned via traceable insured delivery method. We cannot accept responsibility for an item we have not received, therefore a signed-for delivery option is advisable. Please visit our Returns Policy page for full details.
How long will it take for my refund or exchange to be processed?
We process returns on the day they are received. All refunds are processed via Paypal so you will usually receive funds within 24 hours. Exchanges will be received within 2 working days.
What if the item I want to exchange for differs in price?
If the item you want to exchange for is less expensive than the original item, we will refund the difference to your chosen method of payment. If the item you want to exchange is for more than the original item, one of the Customer Care team will contact you to take an additional payment.
How will I know my item has been received and a return has been processed?
When we receive your returned item, we will send you an email to confirm. Once your request has been processed, we will contact you advising your exchange is on its way or that your refund has been completed.
What if my item is outside of the returns policy?
If you wish to return your unworn, unwanted item outside of the 30 day returns policy, please contact the Customer Care team via our Contact Us page.
My item is faulty, but is outside the returns policy, what should I do?
Please contact us via our Contact Us page. We will advise you on how to best return your item. Once we receive it your item will be assessed and either repaired or replaced.
If the item is assessed as accidental damage or wear and tear, we will forward to the manufacturer for the item to be repaired; in this instance, the Customer Care team will contact you as soon as we have an estimate for charges for you to approve and pay or to have the item returned undone.
What if I received a free gift with my order?
If you received a free gift and wish to return your item, you will also be required to return the free gift.
General Enquiries
Who are The Jewellery Superstore?
We are an exciting new Jewellery retail brand and our aim is to offer outstanding choice, value and quality. We have over 30 years’ experience in the Jewellery trade and so have the knowledge and the contacts to source products from some of the finest jewellery manufactures both here in the UK and internationally. We have used our wealth of experience to create a very extensive Collection of 9ct Gold and Silver Jewellery all of which offered at very competitive prices. We offer stylish and affordable jewellery for every person and every occasion.
All of our Collection is in stock available for immediate delivery. We pride ourselves on outstanding customer service and sincerely hope that you thoroughly enjoy your shopping experience on our site.
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