Returns & cancellation
Clear guidance if you change your mind or need help with an order.
Eligible online purchases
For an eligible online order, tell us that you wish to cancel within 14 days after you receive the jewellery. You then have a further 14 days to send it back. You do not need to give a reason.
Email info@jeweloflondon.com or +44 7840 878812 with your name, order number and the item you wish to return. You can use our cancellation form, but it is optional. Telling us clearly that you wish to cancel is sufficient.
Returning your jewellery
Contact us for the correct return instructions before posting valuable jewellery. This does not make cancellation dependent on our approval. Please include the original packaging, certificates and proof of purchase, and take reasonable care of the item. You may inspect it as you would in a shop; handling beyond what is necessary to establish its nature, characteristics and functioning may reduce your refund if it reduces the item’s value.
You pay the postage for a change-of-mind return. We recommend an insured, tracked service suitable for the full value. An eligible return can be handed back at our Hatton Garden office by appointment at no return-delivery charge. Office visits are by arrangement only.
Refunds
We refund eligible cancellations to the original payment method within 14 days of receiving the goods back or receiving evidence that you sent them, whichever is earlier. When you cancel the whole order, we also refund any standard outbound delivery charge paid; extra charges for a premium service above standard delivery are not refundable. UK standard delivery is currently complimentary.
Personalised jewellery and earrings
Goods genuinely made to your individual specification or clearly personalised, such as engraving, may be excluded from change-of-mind cancellation. We will explain any applicable exclusion before you order. A standard choice of metal or size, or simply making a piece after an order is placed, does not by itself remove your cancellation rights.
If earrings are supplied sealed for hygiene reasons and are unsuitable for return once unsealed, the change-of-mind right may end when that seal is broken. This is not a blanket exclusion for all earrings.
Faulty, damaged or misdescribed items
Your statutory rights are separate from change-of-mind returns. If something is wrong, contact us promptly with your order details. We will arrange the appropriate remedy and return arrangements; you will not be charged the return cost where the law makes us responsible. Keeping packaging and photographs can help us investigate a delivery problem, but delays in reporting do not automatically remove your rights.