HOW LONG WILL MY ORDER TAKE?

Orders placed before 2:00pm (Monday to Friday) are dispatched the same working day. Orders placed after 2:00pm, or on weekends and Bank Holidays, are dispatched the next working day.

Estimated delivery times from dispatch are:

• Standard Delivery – 2-3 working days
• Express Delivery – 1-2 working days
• Special Delivery - Next day

While over 98% of orders arrive within these timeframes, occasional delays can occur during transit so please allow 48 hours after these estimates before contacting us regarding a late delivery.

CAN I TRACK MY ORDER?

Yes. Once your order has been dispatched, you'll receive a dispatch confirmation email with a tracking link. Tracking updates are provided by our delivery partner, Amazon Shipping, and may take up to 24 hours after dispatch to appear.

MY ORDER HAS NOT ARRIVED

Please allow an extra 2 working days from the estimated delivery timeframe before contacting us. If your order has not arrived after this period, please email us with your order number and delivery address and we'll investigate the delivery with our courier.

DO YOU DELIVER TO NORTHERN IRELAND OR THE ISLE OF MAN?

Yes. Due to additional courier costs, a £2 surcharge applies to all delivery services for orders shipped to Northern Ireland and the Isle of Man. This will be shown at checkout before payment is taken.

WHAT IF I ENTERED THE WRONG DELIVERY ADDRESS?

Please contact us as soon as possible if you notice an error in your delivery address. If your order has not yet entered the dispatch process, we will do our best to update it.

Once an order has been dispatched, we cannot guarantee that the address can be changed. If the parcel is returned to us due to an incorrect or incomplete address, re-delivery charges may apply.

WHAT HAPPENS IF MY PARCEL IS RETURNED TO SENDER?

If your parcel is returned to us due to failed delivery attempts, refusal of delivery, failure to collect, or an incorrect delivery address, we will contact you once it has been received back.

We may ask you to pay the applicable re-delivery charge before the order is sent again, or we may deduct reasonable delivery costs from any refund.

DO YOU OFFER GIFT BOXES?

All jewellery is supplied in a branded velveteen pouch. Gift boxes are available to purchase for most items. We do not currently offer gift wrapping or gift messaging.

CAN I SEND MY ORDER AS A GIFT?

Yes. You can send an order directly to the recipient by entering their address at checkout. Please note that we do not currently offer gift wrapping or gift messages.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the payment methods available at checkout, including major debit and credit cards, PayPal and other payment options supported by Shopify.

DO YOU SHIP INTERNATIONALLY?

We currently only accept orders through the delivery options available at checkout. If international delivery is not shown at checkout, we are unable to ship to that destination at this time.

HOW DO I RETURN AN ITEM?

We offer a 30-day returns policy for unworn items returned in their original condition and packaging.

Please include your order number and send your return using a tracked delivery service to:

Philip Jones Jewellery
Unit 6 Dane John Works
Gordon Road
Canterbury
CT1 3PP

WHEN WILL I RECEIVE MY REFUND?

Refunds are processed within 14 days of receiving your returned item and are issued to your original payment method.

MY ITEM IS FAULTY OR DAMAGED

Please email clear photographs of the fault or damage, together with your order number, to help@philipjonesjewellery.com. We'll assess the issue and arrange a replacement or refund where appropriate.

DO YOUR PRODUCTS INCLUDE A WARRANTY?

Yes. All jewellery includes a 12-month warranty covering manufacturing defects under normal use. The warranty does not cover accidental damage, general wear and tear, tarnishing or plating wear.

HOW SHOULD I CARE FOR MY JEWELLERY?

To keep your jewellery looking its best, avoid contact with water, perfumes, lotions, hairsprays, cleaning products and other chemicals. We recommend storing jewellery separately in a dry place when not being worn.

CAN I CHANGE OR CANCEL MY ORDER?

If your order has not yet been dispatched we will do our best to help. Unfortunately, once an order has entered the dispatch process it cannot usually be amended or cancelled.

CAN YOU ENGRAVE OR CUSTOMISE THE JEWELLERY?

Unfortunately we do not currently offer engraving, personalisation or customisation services.

DO YOU SELL WHOLESALE?

We do not currently offer wholesale accounts or trade pricing.

HOW CAN I CONTACT YOU?

If you need any assistance, please email us at help@philipjonesjewellery.com or use the contact form below. We aim to respond within 24 hours.