Jewellery Stockroom — store policies

Delivery options:

Delivery Type	Information
Royal Mail 48	·        Order before 12pm Monday-Thursday to be dispatched same day.
	·        Standard delivery option.
	·        Normally arrives 2-3 working days after dispatch, but this is not guaranteed.
	·        No tracking available.
Royal Mail 24	·        Order before 12pm Monday-Thursday to be dispatched same day.
	·        Usually arrives next day, but this is not guaranteed.
	·        No tracking available.
	·        ‘Upgrade’ fee of £1 on all orders to use this service.
Tracked 48	·        Order before 12pm Monday-Thursday to be dispatched same day.
	·        Normally arrives 2-3 working days after dispatch, but this is not guaranteed.
	·        Tracked service.
	·        Free for all orders over £45.
Tracked 24	·        Order before 12pm Monday-Thursday to be dispatched same day.
	·        Usually arrives next day, but this is not guaranteed.
	·        Tracked service.
	·        ‘Upgrade’ fee of £2.50 on all orders to use this service.
	·        Free for all orders over £75.
	·        Next day delivery (Monday-Friday).
Special Delivery (Before 1pm next day)	·        Order before 12pm Monday-Thursday to be dispatched same day.
	·        Guaranteed to be delivered next day.
	·        Tracked service.
	·        ‘Upgrade’ fee of £6.50 on all orders to use this service.
	·        Free for orders over £150.
International Delivery – EU	·        Royal Mail service.
	·        Delivery for EU.
	·        EU delivery aim is 8-10 working days, but will depend on country.
	·        Tracked service.
	·        Flat fee of £10 per order.
International Delivery (ROW)	·        Royal Mail service.
	·        Delivery for Rest of the World.
	·        Rest of World delivery aim is 18 working days, but will depend on country.
	·        Tracked service.
	·        Flat fee of £12 per order.

Delivery information: 

We aim to dispatch all orders placed before 12pm Monday-Thursday and before 10am on a Friday on the same day. This may be different during peak times such as bank holidays, promotions, Black Friday and Christmas.

If an order is placed after 12pm we will aim to dispatch it the next working day. Any orders placed after 10am on a Friday will be dispatched the following Monday.

Details of all our delivery options are also on this page. If there are any questions you may have about delivery, please don’t hesitate to get in contact via email or social media.

Please note that the only Royal Mail service that offers a guaranteed delivery date is Royal Mail ‘Special Delivery’. If there is a matter of urgency with you needing your order, then please do contact us via email before placing the order and let us know and we will do our utmost to get it in the next post.

If you are ordering in the UK and would like to insure your items then please select Royal Mail ‘Special Delivery’. This service requires a signature upon delivery so if you know that you or a member of your household is not going to be in, then you can choose to have the item delivered to an alternative address.

The Jewellery Stockroom cannot be held responsible for incorrect addresses input by customers. We are responsible for the delivery of your package to the correct building in the address given at checkout but are not responsible for the security of the packaging thereafter.

Free delivery promotions:

From time to time, we may run some free delivery promotions. Customers will be notified about this through the homepage and any such promotions will automatically apply to your basket if your order meets the certain requirements.

Bank Holidays:

Please note that we are closed for all English bank holidays to give our team a well-deserved break. This does mean that delivery times may be extended delivery times around these times.

International Delivery:

We are pleased to be able to offer international shipping options. However, please be aware that these services do not have any guaranteed delivery times. If you would like a better estimate of delivery times for certain countries then please do get in touch via email or social media and we will do what we can to help. Please note we are not responsible for any overseas taxes or customs charges that apply to our goods and do not include this in our pricing. Please refer to the policy regarding customs fees in your country for further information on any applicable charges. The Jewellery Stockroom cannot be held responsible for lost, damaged, missing or delayed post overseas. We use Royal Mail as our chosen courier and although the majority of overseas packages arrive on time, once Royal Mail handover parcels to the courier in the customer’s country we no longer have responsibility over the parcel’s delivery.

Returns and Exchanges:

Returns:

We hope that you love your jewellery, but if for any reason you need to return your items to us you have 30 days from delivery to do so. Unfortunately, we cannot accept any returns for personalised goods or any item that has had their seal removed for hygiene reasons. Please note that we do not cover returns postage, so if you have any questions about any item, please do get in contact prior to ordering. All international customers will need to send any unwanted items back at their own expense. The Jewellery Stockroom does not take responsibility for returns that get lost or misplaced in transit. We recommend using a tracked service to avoid this happening.

We believe that our items are not only unbeatable in value but also made with the highest quality materials and craftsmanship. However, we do understand that there may be the odd occasion where there may be something wrong with an item that you have ordered. Our team are always happy to help in these situations – please contact them on [email protected] for advice on what to do next.

Please include all paperwork in the parcel or note you order number and your details so we can process the return. We aim to process your refund or exchange within 14 working days of us receiving the goods, although this may change during busy peak periods. Refunds will always be processed to the original payment method.

Exchange:

To exchange an item please send us the item in the original packaging and include either the original paperwork or gift receipt. If the value of the new item exceeds the original value of the item or gift, then you will be required to pay the difference. However, should the value of the new item be lower than the original gift value, the difference will be refunded back onto the card originally used for the purchase. If the item was a gift, then the difference will be credited onto a credit note for use on the Jewellery Stockroom store in the future.

Returns Address:

Should an item need to be returned/exchanged, please use the address below:

The Jewellery Stockroom Customer Care
7 Clive Avenue
Hastings
East Sussex
TN35 5LD
United Kingdom

CONTRACT OF SALE

The contract between you and us

We must receive payment in whole for the price of the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been received by sending an email to you at the email address you provide in your order form. This is not an Order Acceptance from Jewellery Stockroom. Our acceptance of your order takes place on the dispatch to you of the products ordered unless we notify you that we do not accept your order, or you have cancelled your order in accordance with the clause ‘Right for you to cancel your contract’ below. Our acceptance of your order brings into existence a legally binding contract between us. Only adults (persons aged 18 and over) are entitled to enter into legally binding contracts and as a result are the only people entitled to transact through this site. Any other individuals who are unable to perform legally binding contracts are prohibited from ordering goods using this site. If you do not qualify do not use this site.

Pricing, Delivery and Discount Codes

1. The prices payable for goods that you order are as set out in our website.

1.1. All of our prices are in UK Pounds. You will be billed in UK Pounds and if you purchase from outside the UK, currency fluctuations and credit card charges may make a difference to the amount billed on your credit card.

2. You may be required to pay extra for delivery and it might not be possible for us to deliver to some locations. Our delivery charges are set out in our website.

3. Promotional discount codes: We may from time to time offer promotional discount codes (either directly or via third parties) which may apply in respect of any, or certain specified, purchases made though this website. Such codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.

4. View Shipping Options

5. Please note that prices in all printed publications are correct at the time of publication and we reserve the right to amend these without prior notification.

Right for you to cancel your contract

1. Subject to point 3 below, you may cancel your contract with us for the goods you order at any time up to the end of the fourteenth working day from the date you receive the ordered goods. You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.

2. To cancel your contract you must notify us by email at [email protected]

3. Your right to cancel your contract with us for the goods you have ordered is subject to:

a) You contacting us within 14 days of receiving your goods and receiving a ‘Returns Authorisation number’.

b) The item(s) cannot be a made-to-order personalised jewellery order, which due to their unique nature, cannot be exchanged or returned under any circumstances.
To return your item, visit Returns Policy for more information.

4. Once you have notified us that you are cancelling your contract, any sum debited from your credit card will be credited to your account as soon as possible and in any event within 30 days of your order provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you, in the way detailed above, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be credited to you.

Cancellation by us

1. We reserve the right to cancel the contract between you and us if:

1.1. We have insufficient stock to deliver the goods you have ordered;

1.2. we do not deliver to your area; or

1.3. one or more of the items you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

2. If we do cancel your contract we will notify you by email or by telephone, and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Delivery of goods to you

1. We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate and that there is somebody to sign for and take delivery of the goods from the delivery service used.

2. All orders within the UK are delivered using a Royal Mail service, although an alternative carrier may be used during Royal Mail industrial action.

3. You will become the owner of the goods you have ordered when they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

4. We make no promise that materials on our website are appropriate or available for use in locations outside the United Kingdom, and accessing the website from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws.

5. If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.

6. View Shipping Options

Liability

1. If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by email of the problem within 7 working days of the delivery of the goods in question.

2. If you do not receive goods ordered by you within 7 working days of the date on which you ordered them, we shall have no liability to you unless you notify us by email or telephone at our contact address of the problem within 14 days of the date on which you ordered the goods. If you notify us of a problem under this condition, our only obligation will be, at your option either:

2.1. to make good any shortage or non-delivery; or

2.2. to replace any goods that are damaged or defective; or

2.3. to refund to you the amount paid by you for the goods in question in whatever way we choose.

3. Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify us of under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under the clause mentioned in 2.3. above.

4. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

5. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.

6. We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Royal Mail.

Notices

Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent by email to our contact address at [email protected] and all notices from us to you will be displayed on our website from time to time.

Invalidity

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

Privacy

You acknowledge and agree to be bound by the terms of our Privacy Policy.

Third Party

1. Third Party Rights: Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

2. Third Party links: We may include hyperlinks on this website to other websites or resources operated by parties other than Jewellery Stockroom, including advertisers. Jewellery Stockroom has not reviewed all of the sites linked to its website and is not responsible for the content or accuracy of any off-site pages nor are we responsible for the availability of such external websites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offense caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.

Governing Law

Each and every transaction carried out is deemed to be completed within the United Kingdom and therefore shall be governed by and interpreted in accordance with English Law. The terms of this charter (and any dispute, controversy, proceedings or claims of whatever nature in relation to them) shall be governed and interpreted in accordance with English Law and the English Courts shall have exclusive jurisdiction in relation thereto.

Entire Agreement

1. These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.

2. We make no representations or warranties about the accuracy completeness or suitability for any purpose of the information and related graphics published on our website. From time to time our site may contain technical inaccuracies or typographical errors and we will rectify these when they are brought to our attention.

Trade Marks

Andra Trading Ltd trading as Jewellery Stockroom is the operator of www.jewellerystockroom.com. All trademarks, product names and company names or logos sited herein are the property of their respective owners. No permission is given by us in respect of the use of any such brand names, photographs, product designs, product names or titles or copyrights and such use may constitute an infringement of the owners’ rights.

Events Beyond our Control

We will not be in breach of this agreement or otherwise liable for any delay in performance if to the extent that any delay or failure is due to circumstances beyond its reasonable control including, without limitation, strikes, lockouts and other industrial disputes, breakdown of systems or network access, flood, fire, explosion, pandemics or accident.

Our Rights

We reserve the right to change these Terms & Conditions from time-to-time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether these Terms & Conditions have been changed. If you do not agree to any change to the Terms & Conditions then you must immediately stop using the website.

Our VAT Number

Our VAT number is: 513 151 242.

PROMOTIONS

Jewellery Stockroom occasionally releases promotion codes. To be the first to know about any offers or sale events, sign up to our newsletter.

To use a promotion code, please enter the code in the box provided on the basket page, click ‘Redeem’ and the discount will be applied to your shopping basket.

If you have any problems at all redeeming your code, please contact us at [email protected].

Terms & Conditions

1. Unless advised that your offer will automatically be applied to your basket, you must enter the promotion code during the checkout process when placing your order online, otherwise the discount will not be applied to your order.

2. Promotion codes are only valid on full price items and exclude sale items.

3. Only one code can be used per transaction.

4. All offers are subject to stock availability and are subject to change at any time.

5. Codes are non-transferrable and no cash alternative is available.

6. Any promotion code offered on the website is valid only for use against a purchase made via the website, unless otherwise stated.

7. If returning an item from an order purchased with a promotion code applied, then the same discount will be applied to each item of your order that you return. Further, any free promotional gift given with an order must also be returned if you are returning the item(s) to which the gift related.

GIFT CARDS

Jewellery Stockroom gift cards are available to buy online, with denominations between £5 and £100.

To redeem a gift card online, simply enter the gift card code in the voucher code box at the checkout and click on ‘Redeem’.

Terms & Conditions

1. Gift Cards can only be redeemed online at www.jewellerystockroom.com;

2. If a product is returned to us that has been purchased using a Gift Card, the value will be refunded onto the original Gift Card or a new one will be issued.

3. Gift Cards cannot be returned or exchanged for cash alternative.

4. Gift Cards redeemed online at www.jewellerystockroom.com must be redeemed in full in one transaction.

5. Promotional codes cannot be used in conjunction with Gift Cards.

6. Promotional codes cannot be used when purchasing a Gift Card.

7. Gift Cards expire two years from date of purchase.

ENGRAVABLE JEWELLERY

Engraved pieces cannot be refunded or exchanged.

LASER CUT NAME JEWELLERY

Laser cut bespoke pieces of jewellery cannot be refunded or exchanged.

CHARM BUILD JEWELLERY

Bespoke pieces of jewellery made by adding a combination of charms to piece of jewellery cannot be refunded or exchanged.

TRADEMARKS

Andra Trading Ltd trading as Jewellery Stockroom is the operator of www.jewellerystockroom.com. All trademarks, product names and company names or logos sited herein are the property of their respective owners.

No permission is given by us in respect of the use of any such brand names, photographs, product names or titles or copyrights and such use may constitute an infringement of the owners’ rights.

PRIVACY

We value your privacy. Read our Privacy Policy to learn how we protect your payment and personal details.

PRIVACY POLICY

Andra Trading Ltd trading as Jewellery Stockroom is committed to ensuring that your privacy is protected. This privacy policy applies to any online and mobile website, application and digital service such as social media and explains what information we collect, how we process it and the procedures that we have in place to safeguard your privacy.
If you do not agree to the following policy you may wish to cease viewing / using this website.

What information we collect

At Jewellery Stockroom we collect personal information about you in order to provide you with the best service and a personalised shopping experience. We gather this information about you when you engage with us and use our services, including, but not limited to, when you purchase products using our sites, register or complete forms on our sites, submit user-generated reviews, and interact in any social media functions or digital marketing.
The information that we collect from you includes, but is not limited to:

• personal information such as your name, date of birth and gender.
• contact information such as email address, postal address and telephone number.
• financial information such as credit / debit card numbers.
• your marketing preferences, including any consent you have given us when you subscribe to our newsletter or set up an online account.
• if you contact us by telephone, email or live chat we may keep a record of that correspondence.
We also collect some information automatically including, but not limited to:
• information related to the browser, device or operating system that you use to access our Services.
• your IP address, the website you came from, information on actions taken on our services including, but not limited to, pages viewed, dates and times of visits, time spent on each page and products viewed, clicked on, added to your basket and purchased.

How we use this information

We process your personal data including, but not limited to, the following purposes:
• to personalise our products and services for you.
• to process and fulfil your order and to provide products and services you have requested.
• to provide customer service care.
• sending you information about changes to our terms or policies.
• verifying your identity.
• to prevent, investigate and / or report fraud, misrepresentation, security incidents or crime, in accordance with applicable law.

Where and when you give us your consent, we will use your personal data:

• for direct marketing to send you e-newsletters and other promotional material about our services and to use technologies to check if these have been received and opened to help make our communications relevant to you.
• to place cookies and use similar tracking technologies (as set out in the “Cookies” section and the information provided to you when those technologies are used) to personalise content and advertising for you and to allow our content to function better.
• on other occasions where we ask you for consent, we will use the data for the purpose which we explain at that time.
If you no longer wish for us to use your personal information for marketing purposes, you have an absolute right to opt-out at any time. You can do this by clicking on the “Unsubscribe” link at the bottom of our emails or by contacting us at [email protected].

When you register your personal information with Jewellery Stockroom, you consent to the use of your personal data in line with this Privacy Policy. If you are under the age of 18, you must inform a parent or a guardian about our Privacy Policy and obtain their agreement to this before using any of our online services including, but not limited to, registration with Jewellery Stockroom, subscribing to our newsletter or placing an order with us.

Who we share this data with

With your consent (where required), we share your personal data with trusted third parties we have engaged to perform business-related functions on our behalf including, but not limited to, handling payments, hosting services, database maintenance, delivery of your order and conducting analytics.
In all cases, the third party is acting on Jewellery Stockroom’s express instructions and in accordance with this policy, confidentiality and levels of security.
Without your consent, we may share your personal data:
• with third party platforms such as Facebook, Google or TikTok to send you targeted advertisements.
• in response to legal process, for example, a court order or a subpoena, a law enforcement or government agency’s request.
• with third parties if this will help us to enforce our policies and terms of use, to check for potential illegal activity, to protect the safety of other users of the services or in response to a legal process.
• if we, or one of our business units, undergoes a business transition, such as a merger or acquisition by another company, or sale of all or part of our assets.

Retaining your data

Where we process personal data for marketing purposes, we process the data until you ask us to stop and for a short period after this (to allow us to implement your requests). We also keep a record of the fact that you have asked us not to send you direct marketing or to process your data indefinitely so that we can respect your request in future.
Where we process personal data in connection with performing a contract we will keep the data unless you ask for it to be removed.
Photos uploaded and provided to us for creating pieces of personalised jewellery are deleted 3 months following delivery of the jewellery.

Your rights
You have the right to ask us for a copy of your personal data; to correct, delete or restrict (stop any active) processing of your personal data.

You have an absolute right to opt-out of direct marketing at any time. You can do this by adjusting your preferences in My Account or by clicking on the “Unsubscribe” link at the bottom of our emails, or by contacting us at [email protected].
These rights may be limited, for example if fulfilling your request would reveal personal data about another person, where they would infringe the rights of a third party (including our rights) or if you ask us to delete information which we are required by law to keep. We will inform you of relevant exemptions we rely upon when responding to any request you make.
If you wish to discuss the personal data we hold about you please get in contact via [email protected], or writing to us at Jewellery Stockroom, 7 Clive Avenue, Hastings, East Sussex, TN35 5LD.

Security measures
We have put in place physical, electronic, and managerial procedures designed to help prevent unauthorised access, to maintain data security, and to use correctly the personal data we collect online. These safeguards vary based on the sensitivity of the personal data that we collect and store.
Although we take appropriate measures to safeguard against unauthorised disclosures of personal data, we cannot assure you that your personal data will never be disclosed, altered or destroyed in a manner that is inconsistent with this privacy policy.

Cookies
When you visit our website, engage or view our social media output or have some other interaction with content relating to Jewellery Stockroom, we may store some information (commonly known as a “cookie” or similar technologies) on your device. Cookies are pieces of information that a website transfers to your hard drive to store and sometimes track information about you. Cookies are specific to the server that created them and cannot be accessed by other servers, which means that they cannot be used to track your movements around the web.
We use cookies to keep track of how often you visit our site, the contents of your shopping cart, previous purchases and to deliver content specific to your interests.
How to manage and remove cookies
The help menu on the menu bar of most browsers also tells you how to prevent your browser from accepting new cookies, how to delete old cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. For further information, see www.aboutcookies.org.

How you can get in touch
We hope that we can satisfy queries you may have about the way we process your data. If you have any concerns about how we process your data, or would like to opt-out of direct marketing, you can get in touch at [email protected], or by writing to us at Jewellery Stockroom, 7 Clive Avenue, Hastings, East Sussex, TN35 5LD.

Changes to this privacy notice

From time-to-time, we may update this notice. We will notify you about any upcoming material changes by either sending you an email to the email address you most recently provided to us or by prominently posting a notice on our website and / or our social media channels. We encourage you to periodically check back and review this notice so that you know what personal data we collect, how we use it, and with whom we share it.

Our story

Who we are and what we do

The Jewellery Stockroom was established in 2021 as part of a traditional, family owned jewellery manufacturing company with a rich heritage dating back to the 1950s. Based in Hastings on the South Coast of England, the company has been a trusted name in the industry for generations.

Personalised

At The Jewellery Stockroom, we believe that personalised jewellery should be for everyone and we are passionate about making sure your purchase is seamless from start to finish. Whether marking a special occasion, celebrating a loved one, or creating a piece that reflects your individuality, our bespoke designs allow you to add a personal touch to stunning jewellery. Crafted with care and attention to detail, our pieces are made to be cherished for a lifetime.

British Made

We take pride in supporting British craftsmanship by offering high-quality jewellery manufactured in the UK. With a legacy rooted in precision and artistry, our pieces are expertly crafted using time honoured techniques alongside modern innovations. By choosing UK-made jewellery, you are investing in superior quality, ethical production, and a commitment to sustaining local artisans and manufacturers.

Everything in one place

Discover the ultimate destination for all your jewellery needs at The Jewellery Stockroom. Our website brings everything together in one place, from timeless classics to personalised pieces, ensuring a seamless shopping experience. Whether you’re looking for the perfect gift or a special addition to your collection, we offer high-quality craftsmanship, expert design, and a wide selection, all at your fingertips.

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 or social media. They will be more than happy to help in any way they can.