Warranty
Here at The Jewel Shop we prioritise our customers satisfaction offering a three month (90 day) warranty with every piece from the date of purchase.
While made from precious metals like solid gold and sterling silver all metals are malleable and while professionally made and soldered strong all jewellery and especially fine and delicate jewellery will break if pulled or pushed during activities, more so while doing vigorous activities.
Failure to adhere to the Care Instructions which are included with every order will void your warranty.
If you believe your item has a manufacturing defect or fault, please use the Contact Us and we will be in touch with instructions on how to do so.
Because jewellery is of delicate nature and care must be taken when worn, it is important to follow the Care Instructions for your warranty to be applicable.
Warranty covers manufacturing defects however does not cover:
- neglect
- wear & tear
- lost items
- bent items
- accidental damage
- contact with a foreign substance which includes hand sanitiser, soap, cleaning products, skin creams or perfume.
scratches are not considered a manufacturing defect meaning it is not covered under warranty as they occur from everyday wear. Metals which are exposed to a foreign substance or an acidic skin types will discolour much faster if care is not taken. Discolouration and tarnish therefore is not covered under warranty.
- Tarnish occurs for many reasons and is subject to the environment of the wearer. Tarnish is not a manufacturing fault as it can be caused by many different things such as perfumes, moisturisers, tanning lotions and cleaning chemicals. Even ones’ skin acidity can cause metals to tarnish. Tarnish can also be a result of oxidation from the way items are stored. Oxidation is a natural process that occurs from the combination of oxygen with a substance forming oxide. This can be caused by either lack of oxygen or too much oxygen exposure. We do not recommend storing your pieces in their original box as they are only designed to protect items for safe transportation. We recommend storing your pieces in a purpose-made jewellery box. We find that a simple polish with a clean microfibre or jewellery polishing cloth will remove tarnish.
It is at our discretion whether the faulty product will be repaired, replaced or refunded.
General Returns
The Jewel Shop is absolutely committed to providing quality products and great service to our customers.
If for any reason you have purchased an incorrect size or item, or if you have received an item you’d like to exchange please Submit a Returns and Replacements and we will be in contact with you to confirm your return.
Please note: We have a no returns and no refund policy on all custom made orders; this includes all personalised, hand stamped and engraved jewellery.
Earrings can ONLY be returned if the earrings are still in the original packaging and unworn (this specification is a health regulation with all earrings).
To return products to The Jewel Shop, please use a Registered Post Service for your package and mail to the address shown on your invoice.
Unfortunately, the postage charges on returns are not refundable. However, if you are returning an item for replacement, you are not required to pay for the registered post return delivery on the outgoing parcel. All other returns/reorders will be charged the standard or priority delivery rate based on your delivery preference.
Returns must be in original packaging and condition (original condition constitutes Not Worn, no scratches, no wear and tear and no damage.)
Please return in the original box and packaging if possible, alternatively please use protective packaging to avoid postal damage. Items that have not been safely packed to avoid damage cannot be replaced or refunded.
To ensure your complete satisfaction with your order we recommend that you contact us by email via our contact us link on the website for prompt response to any queries or questions regarding your enquiry.
If you require any special requests please ask! We are happy to help in any way we can.
Our Quality Control team will inspect every delivery prior to shipping to ensure that the products you receive meet our high quality standards.
We will not refund or exchange any products damaged after delivery.
However, if you do receive a product which is faulty, please don’t hesitate to call us to arrange free return delivery and an exchange or refund.
Should a fault appear after your jewellery has been worn, it would be appreciated if you would give us the details of the fault or damage prior to returning it to us.
To do this use the Contact Us link on the website and a Customer Service representative will email or phone you to discuss the best option for your complete satisfaction.
Please remember when dealing with an issue regarding an item from our store or our service your requests and complaints are always acknowledged and your complete satisfaction is our top priority; we will always try to do our best within reason for you. While dealing with The Jewel Shop please be respectful and consider that we do want to help to ensure that your problem is dealt with reasonably, fairly and promptly.
