FAQ

FAQs:

Product Information:

Will my item come in a box?

All our items come in beautiful presentation boxes. Boxes may vary across jewellery lines and brands, but you will find an image of the packaging on each of the product pages under the ‘delivery’ section so you know exactly what you are going to receive.

Can my item be personalised?

Yes! We have a number of personalised and engravable products on our website. If you would like an item personalised which does not currently offer the option on the listing then please get in touch on [email protected] and we will let you know if it is something we can do!

Please note our personalised items are non-refundable.

Are your products made from real silver?

Yes! All of our items described as sterling silver are made using the highest-quality solid .925 sterling silver. All the metal we use comes from factories which are audited members of the Responsible Jewellery Council. Part of the audit process for membership looks at the supply chain of the materials used, in particular reviewing the source of all precious metals and ensuring they are fair-trade, not mined in conflict zones etc. I can confirm that as part of the accreditation the supply chain is audited for compliance. For more information, please follow www.responsiblejewellery.com/.

Are your products made from real gold?

Yes! All of our items that are described as 9ct gold are made from a solid .375 9ct gold. This is reflected in the fact that a tiny .375 mark will be on you item marking the fact that your item is made from 9ct gold. If an item is plated or dipped, this will be clearly marked on the product page.

Are your items hallmarked?

At The Jewellery Stockroom we adhere to all UK hallmarking regulations. It is still likely that many of our products under the hallmarking weights will still have a .925 sterling silver or .375 9ct gold stamp, however this is dependent on brand. If you have any questions about hallmarking, then please do not hesitate to get in contact with the team on [email protected].

Is your jewellery nickel free?

All of our jewellery is free from nickel, lead and cadmium in line with EU regulations.

What is rolled gold?

9ct rolled gold uses solid 9ct gold which has been bonded to another metal. This makes rolled gold very durable and highly resistant to tarnishing. These pieces have the RG hallmark to assure quality and result in a finish which stays golden for longer.

Do you offer different chain lengths?

  • Our sterling silver and plated sterling silver chains are available in 14”, 16”, 18” and 20”.
  • Our 9ct gold chains come in 14”, 16” and 18”.
  • The chains for our Swarovski Crystal items are 18”.
  • Our stainless-steel chains are available in 20” and 22”.
  • Our leather cords are available in 18” and 20”.
  • Our rolled gold chains are 18”.

If the size you require is not shown on the listing, then please do contact us on [email protected] and we will do our upmost to help.

How do I look after my jewellery?

As with all metals, special care must be taken to ensure they do not scratch or tarnish. Our products are designed for all day wear but it is advised that it is taken off before the following:

  • Contact with liquids and chemicals. Anything such as showering, bathing, being in the pool and the sea can speed up the tarnishing process.
  • Please take off all jewellery prior to exercising as contact with sweat can speed up the tarnishing process and can lead to excessive wear and tear.
  • Beauty regime. We do not recommend wearing jewellery while applying products such as lotions, hairspray, perfume, moisturisers etc.

Storage is also important. Keep jewellery out of direct sunlight and store you pieces in their boxes that they arrive in or a soft pouch. Ideally, store your items of jewellery separately and tangle-free. To avoid marks from general wear and tear we recommend investing in a scratch-free polishing cloth to brighten up any dull pieces of jewellery. Knocks from general and daily wear will speed up the tarnishing process and fade plated pieces if not looked after correctly.

For more information about looking after our jewellery go to our care guide here or contact us on [email protected] where our team will be happy to help.

 

Changing/Amending an Order

How do I change my order once it has been placed?

We aim to ship orders the same or next working day where possible so if you wish to make a change to your order then please get in contact with us as soon as possible so we can make any changes to the order before dispatch. Unfortunately, once the order is dispatched, we are unable to make any changes. These will need to be returned to us upon arrival for a refund.

Can I change my delivery address?

If you have placed an order and your delivery address is incorrect then please get in contact with us as soon as possible so we can update the details for you before dispatch. We regret that we cannot change any details to addresses with orders that have been marked as dispatched.

How do I cancel my order?

If you wish to cancel your order at any point before dispatch then you are more than welcome to. All you have to do is get in contact with us and our team will be happy to assist with your query.

Please note that any personalised orders which have been processed cannot be cancelled as the production of these would have begun.

 

Returns

Can I return an item?

Of course! We offer a 30 day returns policy which means you are able to return any unworn or unopened items to us within the time period. We are unable to accept returns on personalised items. More information on our returns policy is available here.

How do I return an item?

Our return process is nice and simple. Just return your item in its original state and packaging alongside the relevant paperwork to our address on the returns page. We will process your refund as quickly as possible once we have received your items back at head office.

Please note we do not pay for items to be returned to us – this is a cost to be covered by the customer. More information on our returns policy is available here.

How do I exchange an item?

You are more than welcome to exchange an item if you change your mind as long as it has been unworn and is in the original packaging. Get in contact with our team on [email protected] if you are wanting an exchange and someone will be ready to help you. More information on our exchange policy can be found here.

Can I return my item if it is faulty?

In the rare occasion that your item is faulty, we will be able to refund or exchange your item for you. Get in contact with our team on [email protected] where our team will be ready to help with your query.

How long will it take before I receive our refund?

We aim to process all refunds within 14 days of receiving the item back. Once we have processed your refund, it should appear in your account or credited back to your original payment method within 2-5 working days.

Can I return a personalised item?

Unfortunately, we are unable to accept returns of personalised goods unless the item is faulty. We try to include as much information as possible as well as accurate images so that you can make an informed decision before making your purchase.  Do get in touch prior to ordering if you have any questions as we are always happy to answer any queries.

Can I return pierced goods?

You are more than welcome to return a pierced good as long as it has not been worn and is still in its original sealed packaging that it arrived in. If the product has been removed from this packaging, then unfortunately, we will not be able to honour a refund.

 

Delivery and Tracking

When will my order be dispatched?

We aim to dispatch all orders made before 2pm Monday-Thursday and 10am on Fridays the same working day. All orders placed after these cut off points will be dispatched the next working day. However, please note during busy times this may change. This also does not include personalised or engraved goods, which normally take longer to process.

How long will my personalised order take to be dispatched?

We aim to dispatch engraved items within 1-3 working days. Name necklaces take a little bit longer and they are usually dispatched within 7-16 days depending on the material used. If you are unsure as to whether your item will be dispatched in time then please get in contact with our team.

How will I know when my order has been dispatched?

You will receive a dispatch email when your order has been successfully dispatched by one of our team.

Where do you ship from?

We ship all orders from our factory in Hastings, United Kingdom.

When should I expect my order to arrive?

Our standard delivery in the UK is dispatched via Royal Mail 48 service. Typically, we expect this to arrive within 2-3 working days, although during peak season and busy times please allow up to 7 working days for your order to arrive. If you chose to upgrade your delivery, all expected delivery times can be found here.

International delivery varies depending on the parcel’s destination. Deliveries to Europe are expected to arrive within 12 working days and for orders to the rest of the world, please allow up to 18 working days.

How can I track my parcel?

If you have chosen a tracked method of postage then you will receive a tracking code in your dispatch email. Any orders that use our standard Royal Mail 48 or Royal Mail 24 services unfortunately do not receive any tracking information. If you have any issues with the tracking number you have received then please do not hesitate to get in contact with us.

What happens if I am not in during the day? How do I receive my goods?

Most of our packages are letter sized packages so should easily slip through the letterbox when you’re not at home. If your goods cannot be delivered and no-one is in then a card will be slipped through your door and you can arrange collection from your local post office.

My tracking number says that my order has been delivered but I don’t have it. What shall I do?

In most cases, if your parcel has been delivered but you cannot locate it then it would have been received by another person at the address. Please check with your reception, concierge, office and neighbours if they have received your parcel. If not then please get in contact with us where we do our best to locate your parcel. Please note that the Jewellery Stockroom are only responsible for getting your parcel to the building and not the individual flat or business if this is enclosed within certain buildings.

Do I need to sign for the delivery?

If you have placed an order using a special delivery service then yes, you will have to sign for the parcel.

What shall I do if my goods were damaged during transit?

While every effort is made to protect goods during transit, if they are damaged during this time then please get in contact with our team who will be more than happy to help.

What should I do if part of my order is missing or wrong?

We understand that mistakes happen. If you have any issues with your order regarding missing or wrong items then please get in contact with our team as soon as possible.

 

Website/Technical Issues

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

We are sorry to hear that you are having difficulties in placing an order on our website. Please get in contact with the team who should be able to help with any queries as to why you’re having an issue with ordering.

 

Other

My question is still unanswered what shall I do?

If we have still not been able to answer your questions using these FAQs then please do not hesitate to get in contact with the team via email, social media or telephone. They will be more than happy to help in any way they can.

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