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Frequently Asked Questions

What is your Returns Policy?

Details of our Returns Policy can be found on the Terms and Conditions Page - there is a link to it at the bottom of every page.

What do you charge for Postage?

Our postage costs are listed on our Terms and Conditions Page. When you reach the checkout, we automatically select what we believe to be the best delivery method for you - but always check to make sure you are happy with it before placing your order.

Do you deliver to destinations outside of the UK?

YES - when you enter your delivery address we work out how much International Signed For will be to your country. For more information on International postage methods, please visit our Terms and Conditions Page.

Can I get a refund/compensation if my order is "lost in the post"?

Yes - if possible we will re-send your order and if that is not possible we will provide a full refund or an alternative of your choice to the same value, however please be aware that we have to wait until an item is officially considered as lost.

A lot of items which come in parcels are too large to fit through the average letter box - these items should be returned to your local Royal Mail sorting office for collection or re-delivery and a note should be put through your letter box to confirm that delivery was attempted, and sometimes the postman will leave parcels with neighbours.

If an item seems to be delayed please check with your neighbours and your local sorting office first - while a note should be left to confirm the whereabouts of your parcel, we have found that this is not always the case.

For first class post, an item is not considered lost until 15 working days after despatch (3 weeks).

For Special Delivery, an item is not considered lost until 10 working days after despatch (2 weeks). As special delivery items are tracked it is usually possible to see where they are on the Royal Mail website.

I have found a product on your website that I cannot add to the cart - what's wrong?

This is due to one of two reasons - the item is either unavailable to buy online (i.e. only via our shops, or in some cases by making a telephone order) or it is currently out of stock.

If it is unavailable online there will usually be a piece of text explaining how to order the item(s) on the page in question.

If it is out of stock it is most likely to be on a page where there are some items in stock and available to buy (some items can be bought while others can't).

In either case you can email or call us (during normal office hours) to place an order / check stock status and find out when we are likely to get more stock of the items and/or place an order over the telephone.

My card is not accepted when I try to pay - what do I do?

Cards can be declined for a number of reasons. If your card does not work after the first one or two tries:

  • Check your cards billing address is correct (it is taken from the first address you entered at the checkout).
  • Check you have entered all the correct details (you haven't missed a digit or used a wrong number somewhere).
  • Check that the name you are using to pay with is the same as appears on the card.
  • If all that fails, try a different card.
If you are still having difficulties you can call us during normal office hours to pay for your order over the telephone.

Are different charm bead brands compatible with each other?

Some beads are compatible with bracelets from other brands while others aren't. We have created a compatibility table to try and help.

We have tested several beads of each brand with several bracelets of different brands but due to the sheer number of possibilities, we cannot test them all. This table should be considered as a guide only - the only way you can truly guarantee a bead will fit on to a bracelet or bangle is by buying the same brand.

Do you adjust the length of bracelet watches?

Yes, we will adjust any bracelet watches purchased on our website or in our shops free of charge. You just need to measure your wrist size where you intend to wear the watch and (usually) allow for a little extra space so the watch is not too tight (0.5cm extra is usually enough).

Then when adding the watch to your shopping cart, wither select the length you require from the drop-down box if required, or enter the size needed in the box provided before clicking the "Add to Cart" button.

Please bear in mind that adjusting bracelets is not an exact science and although we will always try to get the length exact, it may not be possible due to the size of the links. In this case we will remove enough links to make the bracelet as close to the target size as possible but no shorter (i.e. a bracelet being shortened to 16.5cm may only be shortened to 16.7cm depending on the size of the links).

This ensures that the bracelet can still be worn by the individual without it being too tight.

Any spare links will be included with your watch, should you need to have it sized again in the future. If a length has been selected which is longer that standard we may have to order extra links from the supplier - note that this may delay the dispatch of your watch by several days.

Can I get items engraved?

We are able to offer a bespoke engraving service to our shop customers via several expert hand-engravers. This usually takes up to a week, however the staff will confirm all details with you at the time of purchase.

Unfortunately we are unable to offer engraving on purchases made online. We recommend online customers get items engraved locally - try searching for jewellery engravers on yell.com.