Faq

WHY ARE OUR PRICES SO LOW?

We have acquired a substantial amount of expertise and proficiency in the Jewellery industry and connections of different suppliers and vendors in the Jewellery industry. Jewellery items purchased from our supplier are sold in large quantities. Jewellery items can be obtained from our online stores at an economical and pocket-friendly price due to a limited number of intermediaries.

Our delivery system has been improved significantly, making it very fast and pocket-friendly. Our optimization of cost control has made overheads minimal while we also deliver to our customers our products at the best price that can be gotten.

We also ensure that we offer our customers the best quality Jewellery at the best economical price, a good price for the best quality. Since we only run an online shop, our prices and products are more desirable than those of our competitors.

WHAT KIND OF JEWELLERY DO YOU SELL?

Cocktail rings, bridal Jewellery, rings, and wedding bands are all available. As well as hoops, stud-earrings, and different styles of earrings, bangles, bracelets (both traditional and tennis) are also available for purchase. We sell the classiest and trendiest Jewellery (watches, brooches, pendants, every type of Jewellery) you could imagine.

The quality of our Jewellery is stainless steel, sterling silver, copper alloys, or brass. To achieve a gold-stone, gold-plated, or silver-tone look, rhodium-plated is used. We also use high quality Platinum, White Gold, Yellow Gold and Rose Gold.

Most of our Jewelry comes with AAA+, AAAA+, AAAAA graded Cubic Zirconia Crystals. Soma Diamonds, Lab Created Diamonds and Brilliant Moissanite Diamonds.

 

HOW DO I MAKE A PURCHASE?
Once you have found an item you wish to purchase, select your size, stone size and metal type if applicable and then click ADD TO BASKET. You can then continue shopping or review the items in your shopping bag by clicking BAG in the top right-hand corner of the website. From your bag click PAY NOW SECURELY, you can then either log in to your already existing account or create one by complete the information as requested

 

IS IT SAFE TO USE MY CREDIT CARD ONLINE?
Your security is very important to us and we use an advanced security system for our online customers. We offer Verified by Visa and MasterCard® Securecode which help to prevent unauthorised use by confirming your identity with an extra password when you make an online transaction. To use this service, you must register with your issuing bank. To find our more please visit the links below:

Master Card - http://www.mastercard.us/securecode.html

Visa Card - https://usa.visa.com/personal/security/vbv/index.jsp

WHAT ARE THE PAYMENT METHODS AVAILABLE?

Payments via all major credit cards are accepted by us.

MY TRANSACTION DECLINED, WHY?

Your card may have been declined for a number of reasons.
- The address does not match the address on the cards records.
- The postcode does not match the cards records.
- The CVS/security number is incorrect.
- The card number is incorrect.
- Your card is not enabled for foreign transactions.

For security reasons we don't have access to any payment details or further information on declined transactions, or have any influence over the authorisation process. First we would recommend double checking all the information you've entered is correct, otherwise you will need to contact your bank or card issuer for further assistance.

Payment is not taken by us when your card is declined, although it may temporarily show on your bank statement. This is because your bank 'releases' the funds but we have not 'captured' them. This process is automatically reversed but the time taken will depend on your bank or card issuer.

I MESSED UP MY DELIVERY ADDRESS, WHAT DO I DO?

Changing your delivery address is not a problem as long as you communicate with us; the address will be changed. If you need to change or update your delivery address, send an email containing your correct address and your order number. It is important to be aware that after your payment, there is a two-hour Change of Order Policy.

HOW DO I CHANGE MY ORDER?

You need to contact us immediately if there is a need for your order is to be changed because there is nothing we can do to change your order once it has been dispatched. It is important to be aware that after your payment, there is a two-hour Change of  Order Policy.

CAN I CHANGE MY DELIVERY ADDRESS?

We can change the delivery address of your order only when you have contacted us early enough. Your order will be delivered to the address you entered once it has been marked for dispatch and no update or changes can be made. You will only receive a confirmation mail of your order. If you need to change or update your delivery address, send an email containing your correct address and your order number. It is important to be aware that after your payment, there is a two-hour Amend your Order Policy.

CANCELLATION POLICY

Your order will be fully refunded if it’s cancelled within 2 hours of purchase. Please Contact Us if you decide to cancel the order.
For orders cancelled after 2 hours of purchase but before shipment, a 10% cancellation fee is applied.
We will NOT accept order cancellation request if the order have already been shipped.

AMENDMENTS
Delivery addresses, phone numbers and recipient names can only be changed
if the orders have not been shipped out yet.
Once shipped, we can no longer change the invoices since these are already printed
and orders have already been handed over to our third-party couriers.
Unfortunately, we do not have an option to modify your order after it has been placed.
However, you may definitely cancel or change an item in your existing order as long as it has not been shipped yet. (Please see Cancellation Policy above)
In that case, please send us a request to cancel your item immediately.
To cancel an order after you have paid, the bank will charge us transaction fees. Thank you for your understanding.

I HAVE PLACED AN ORDER, HOW LONG WILL IT TAKE TO ARRIVE?


ALERT: DUE TO LIMITED TRANSPORTATION AVAILABILITY AS A RESULT OF NATIONWIDE COVID-19 IMPACTS, PACKAGE DELIVERY TIMES MAY BE EXTENDED

With additional safety precautions around COVID-19 we are fulfilling all orders in a timely manner with 95% of our orders arriving on time. Some deliveries may be delayed and we appreciate your patience during this time.

We are so sorry that shipping delays have been inevitable during the epidemic. Due to the suspension of most international airlines and the long customs clearance process, the delivery time of your package will be much longer than expected.

Under the influence of the coronavirus, the airline industry has been hit hard. Most airlines announced that they would drastically reduce the flights and air cargo capacity. Over 90% of international flights have been or will be suspended.

Affected by local quarantine and customs clearance policies, the customs in most countries cannot process the clearance in time because of the limited manpower. Customs clearance is inefficient, and goods are stranded at the customs for much longer time than expected

Our products are made available at the best prices – but patience has its reward.

It isn't easy to get the most affordable prices in online stores. We can offer the best prices because we deal with suppliers directly. Their prices on different e-commerce stores in their country are one of the best. You are then able to secure a good deal at an affordable price. Your patience will be rewarded with the best and affordable price.

It takes some popular brands, Hot items and Items on Sale with a large number of customers about two to three weeks to ship their items. It can also be affected by the item’s stock status. Jewellery is one of the most expensive items to ship, but we have included all the costs for shipping in our prices; you expect no shocking discoveries.

SHIPPING PROCEDURE:

Total Delivery Time = Processing Time + Shipping Time

After the receiving of your order, we conduct Quality Control checks and testing in order to ensure the product's quality prior to shipment.

All orders that are shipped using Standard Int' l Shipping are dispatched directly to your resident country. The delivery is made by the local Post Office or any specified dispatch delivery services. It can take eight to sixteen business days for delivery. Variations in delivery time could occur; as a result of delays by International custom clearance activities. Shipping times are based on business days and they do not include weekends and holidays

Affected by local quarantine and customs clearance policies, the customs in most countries cannot process the clearance in time because of the limited manpower. Customs clearance is inefficient, and goods are stranded at the customs for much longer time than expected.

You must be aware that the time taken to process your order is not included in the shipping time. The total time it will take for your order to be delivered includes both the processing time and the shipping time.

Before we can ship your order, our suppliers have to prepare your products, do strict quality-control tests and carefully package items. The duration of preparing your items for shipping and the delivery time is the total time to receive your order.

Public holidays could also cause a variation in shipping dates because there are limited operations of both manufacturers and deliverer. We are making efforts to improve and deal with the issue, but please don't assume that it is our fault. Normal service resumes immediately after each holiday.

Please note, whilst we endeavour to deliver orders within the stated delivery times, delays caused may be beyond our control and due to our individual delivery services.

 Tracking Your Order

After we dispatch your goods, we will email you a tracking number for the courier company. If you have not received a tracking number from us, please check your junk box as well. The estimated shipping time is always valid; the information on the tracking sites does not affect the shipping time.

Please be patient. Most orders take 1-3 days to complete the verification, packing and dispatch process. If you require additional information on the location of your order, please email us at sales@thejewellerysupermarket.co.uk

PLEASE NOTE: The cost of all customs fee payments are the responsibility of the buyer. Find out about the duties, restrictions, and regulations from your local Customs Office.

I ORDERED MULTIPLE ITEMS, WHY HAVE I RECEIVED ONLY A PART OF MY ORDER?

One of our unique qualities is that we deliver your orders as soon as possible. We aim to achieve that through any reasonable means, which could include shipping out your orders separately. There is an option of shipping orders from different warehouses to a particular location before dispatching to you. But,we rather ship out your orders directly from the warehouses to you, so you receive it on time.

WHY HAVE I NOT GOTTEN MY EMAIL CONFIRMATION?

Make sure to check your SPAM folder for any mail from us, if you did not receive our mail and it is not in your SPAM folder too, send us an email, it will be amended immediately.

HOW SECURE IS MY PERSONAL INFORMATION?

Our security is based on industry-standard privacy protection. Customer’s personal information is neither sold, leased, nor dispensed. We make sure all sensitive information, including the customers’, is kept offline in our secure data center run privately.

DO I NEED TO SIGN FOR MY ORDER?
Due to the high value of goods we offer, we require a proof of delivery for all online orders. We are unable to authorize packages to be delivered without a signature. If no one is home to sign for the parcel it will be returned to the local delivery office, you can then re-arrange delivery or collect the item in person. This will require proof of ID.

RETURNS

All exchanges and returns except earrings, body Jewellery, and personalized Jewellery that is done within ten days of delivery will be accepted. There is no refund of shipping fees, and the return shipping costs are on the customers. Be aware that there is no refund of the shipping costs, including the seven percent restocking fee.

WHAT YOU CANNOT RETURN

Not all items can be returned, the lists of items that cannot be returned include:

  • Items that have been unboxed and worn by the customer.
  • Earrings and Jewellery sets that contain earrings cannot be returned for hygiene and personal protection reasons.
  • Items that have been either used, misused, or washed.
  • Items without the package it was enclosed in, this includes a certificate of authenticity and gift boxes.
  • Customized items, items that have been altered as requested by the customers, have been engraved or resized by a jeweler.
  • Items that have been in possession and custody of the customer for more than thirty days since the day of delivery.
  • There is always a full investigation for items that have not been delivered before a refund can be made. It takes twenty-one days for domestic orders and thirty-one days for international orders before a return of undelivered items can be made.
  • Items sold in pieces are not refundable.

REFUND POLICY

We aim to process all returned orders within 14 working days. However in some cases, due to the current global situation this time frame may be extended to 30 working days. All refunds will be credited to the original credit card.

Please note shipping costs are not refundable.

All goods must be counted and checked at the time of delivery. Any damage or faults must be reported on receipt of the goods. 
This does not affect your statutory rights as a consumer.

Any claim in respect of the above should be made by contacting us within 48hrs of delivery.
No claims will be entertained unless the above conditions are strictly adhered to.
No credit or refund will be given for any goods ordered in error by the customer.
No credit or refund will be given for any losses due to the incorrect storage or handling by the customer of any goods supplied by us.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@jewellerysupermarket.net


Additional costs
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns

EXCHANGE POLICY

Please note, we no longer accept exchanges, including rings.

HOW TO TAKE CARE OF YOUR JEWELLERY

Your Jewellery will remain beautiful if you follow the tips on how to take proper care of your Jewellery.

DO’S

Do make sure your Jewellery is taken off before a swim or shower. Lather forms an oily layer on the Jewellery, and chlorine in pools can spoil Jewellery.

Do put on your silver Jewellery. Your silver Jewellery will become rusty and discolored if locked away in a box, ensure to wear it often.

Do make sure to keep your Jewellery well, necklaces with chains should have cloth or tissue wrapped around it to avoid scratches and entanglement.

Do soak Jewellery in a mild soapy solution and clean with a soft brush. Wash out with cold water and dry with a soft cloth. Avoid scrubbing hard; it can spoil the Jewellery. There are special cleaning products available for Jewellery.

Do give your Jewellery a professional maintenance. A professional should clean and check your Jewellery at least once in a year; they will clean, amend, and polish your Jewellery.

Do ensure to rhodium coat your white gold Jewellery every six months as it wears off with time. Rhodium gives the white gold Jewellery a bright appearance.

Do remember to polish your Palladium and Platinum Jewellery also. Effects of wear and tear also affect them though they are harder and resistant to scratches than gold.

DON’T’S

Don’t use creams, perfumes, makeup, cleaning products, and soap while you are wearing your Jewellery. These all form a layer that will make the Jewellery lose their color and rust.

Don’t put on your Jewellery and engage in manual or laborious work. Your diamond Jewellery and Jewellery with gemstones can chip, and there can be scratches on your metal Jewellery.

Don’t use cleaning products and solutions or silver polishing cloths on any Jewellery plated in gold or oxidized. These can get rid of the oxidized effects and corrode the plating.

ARE YOUR STONES DIAMONDS?
No, they are not Diamonds. While we agree that nothing sparkles quite like a natural gemstone, we believe you will not find a better alternative anywhere else. Many jewellers have also agreed that to the naked eye our stones are very difficult to distinguish from a natural stone because of their very similar characteristics. Our suppliers employ the same processes and techniques as found in fine jewellery and all of our stones are hand and precision machine cut and polished by highly trained and experienced stone cutters.

WHAT ARE YOUR STONES MADE OF?
We use premium synthetic stones, high quality AAA Zirconia, Lab Created Diamonds and Corundum (lab-grown Sapphire). These are then hand and precision machine cut with meticulous attention to detail to create high-quality stones that re second to none.

 

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