Frequently Asked questions

If you cant find the answer you are looking for please send us a form on our Contact Us page and we will get back to you.

Aftersales & Care

HOW DO I CLEAN MY DIAMOND RING?

Daily wear, dust and dirt can affect the sparkle of diamonds and make them look dull. We recommend annual professional cleaning which can be provided by most jewellers.

During the year you can keep the rings clean using a non abrasive cleaner and a brush. Soak the ring in a cup of just under boiling water with a few drops of washing up liquid for about 5 minutes. Then using a soft bristle brush you can clean the rings gently.

WHAT CAN I DO IF i damage MY RING?

We pride ourselves on great aftercare, and we will continue to assist you where possible. If you have any enquiry about one of our products please email us at info@jadejewellers.co.uk and we will be happy to help you.

What happens if the ring doesn't fit?

To try to stop this from happening we offer a free sizer so you can confirm your finger size before making the order. If it still arrives and doesn't fit please contact us here and we will be able to help you with this.

What happens if my ring is lost/stolen?

We would recommend when purchasing jewellery to always discuss it with either your home contents insurance provider or find a jewellery specific provider such as Assetsure. If you contact your insurance provider they will be able to assist you in replacing your lost/stolen ring.

How long do finishes last

All finishes and platings are subject to wear & tear. 


Finishes and platings applied to a ring are not permanent and will wear over time. This will vary from person to person based on daily wear and activities undertaken whilst wearing your ring.


Orders

CAN I TRACK MY ORDER?

When the item is dispatched we will send you a tracking number which you can track HERE . If you cant locate this number send us a message on the Tracking page.

HOW LONG DOES AN ORDER TAKE?

As all of our rings are made specifically to order we allow up to 4 weeks to complete. This allows us to make sure every item is to the highest of standards and made specifically to the customers specifications. We will update you where available on the progress of an order.

CAN I CHANGE A FEATURE OF THE RING I'VE ALREADY ORDERED?

In some cases this is possible. Please contact us as soon as possible to discuss possible options

Payments

WHICH PAYMENT METHODS ARE ACCEPTED?

Almost all payment methods are accepted from Visa, Mastercard and American Express. We also allow you to pay through Google Pay, Apple Pay, Amazon Pay and Paypal.

DO YOU OFFER FINANCE?

We have Klarna payments available for buy now pay later options. Just select Klarna when on the check out page.

How do refunds work?

Once you order has been dispatched you can return your item up to 30 days from the date of dispatch or collection, if it is not as described or you are unhappy with your purchase. Once the item has been received by us you will receive a email confirmation and funds will be returned to the card used to pay within 5 business days.

Shipping & Returns

WHO WILL CARRY OUT THE SHIPPING?

All of our jewellery is sent by Royal Mail Special Delivery + insurance

CAN I RETURN MY PRODUCT?

There will be a 14 day cooling off period at the time of purchase which you will need to notify us of this before the end of the period. After the item is dispatched there is a 30 day period in which you can return the item.

The 30 day return period does not apply to customized jewellery (Engraved, Custom order)

What happens if I get the ring and don't like it?

If you are unhappy with your item please contact us to discuss this further and hopefully we can help you fix any problems. If you would like to return your ring you have a 30 day period after receiving the ring to return it to us if it is not as described or you are unhappy with it. Once we have received the ring we will process a refund within 5 working days.


Please not this does not apply to customised, bespoke or engraved rings. Any ring which has had alterations made are non-refundable.

do you deliver outside of uk?

We do offer international delivery on most items. International delivery is charged at £20 for Royal Mail International Track & Sign for items under £500 and Free for all items over £500.

General

Will my diamonds be certified?

With most our diamond wedding bands we supply a certificate from HGDL which supplies all information for the ring including metal and diamond quality.

How do I measure my ring size?

We offer a free ring sizer here. You can use this to find out your finger size before purchasing a ring from us.

Should my wedding ring be the same metal as my engagement ring?

Traditionally matching engagement ring and wedding ring metal was standard but now it has become popular to mix and match. We would recommend matching to avoid excess wear on softer metals for example a 9ct gold ring is a soft metal which when paired with a platinum ring will be worn down much faster than usual.

How can I insure my purchase?

We do not offer our own insurance cover after the item has been received. We recommend contacting your home contents insurance provider to discuss adding named items to your policy, alternatively you can find jewellery specific insurance companies such as Assetsure.