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FAQS

Order Information

Can I add to my order?

You can add to your order from our website, or by calling our Help Team or Q-Buster service, for the rest of the day on which you started your order (so if you start your order on a Saturday morning, for example, you can add to it throughout Saturday) – and no matter how much you add you will only pay one delivery charge. Items ordered on different days will be on different orders, each with their own delivery charge.

Can I modify my order?

You can add to your order throughout the day that you started it. For all other order amendments, please contact our Help Team on 0800 6444 655, who will assist you in modifying your order if it is possible to do so.

How do I see the status of my order?

To view the status of your order online, please click on "My Account" in top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first. You can then click on the "My Orders" tab at the bottom of the page to see your order history, including the order status.

What do the different order statuses mean?

When you view your order history you will be able to see the current status of your order. These statuses are:

Status
Description
Order placed
Your order has been placed on our system.
Security checks
Your security is extremely important to us, so we undertake various random checks on orders to verify that the details we have our valid. Do not worry if your order has this status, if we cannot validate your details our Help Team will get in touch.
Ready for picking
We have processed our security checks and obtained a pre-authorisation and your order is now waiting to be picked.
Pick in progress
Our Warehouse Team have begun picking your jewellery from our jewellery vault.
Ready for packing
After picking, we have verified that all your items are available and have passed your order to be packed.
Order dispatched
Your order has been collected by our courier and is now on its way to you.
Partially picked
Unfortunately, we have found that one or more items from your order are not available. Our Help Team will be in touch to discuss this with you.
Manually held
The order has been held until a future date, usually at your request.
Payment error
We have been unable to obtain payment for the order and will contact you for alternative payment details.
Cancelled
Your order has been cancelled, either at your request or, for example, where we have been unable to obtain payment after contacting you for alternative payment details.

When will you charge my credit or debit card?

We will not charge your credit or debit card until your order has been picked by our warehouse and is ready to be packed. On the day that we estimate that we will dispatch your order, we will ask your card issuing bank for a "pre-authorisation" for the value of the order. This confirms that the card details are correct and that funds are available for the order value and reserves that amount.

Once we have confirmed that all the items are available for your order and started to pack it, we will then charge your card for the order value.

30 Day Money Back Guarantee

Can I return items that I do not want?

Absolutely! Whenever you buy from us you have the benefit of our "No Quibble" 30 day money back guarantee, which starts on the day you recieve your goods. If for any reason you are not completely satisfed, just complete the returns form enclosed with your delivery and send it back to us along with the goods for a full refund.

How do I return faulty items?

If your jewellery becomes faulty within 30 days of receipt, you will be offered the choice of a refund or a replacement, if stock is still available of that particular item.

How long will it take for my return to be processed?

We promise to process your return within 30 days of receiving it. However, most of the time we process returns much quicker than this and aim to process them within 7 - 10 days.

On your dispatch note you will find a returns sticker with a barcode of your order number. If you make sure to stick this barcode on the outside of your returns parcel, we will scan the parcel when it arrives in our warehouse and send you an email letting you know we have received it and giving you an update on approximately how long returns are taking to process at that time.

Account Details and Order History

How do I view my order history?

To view the status of your order online, please click on "Account" in the top navigation bar of this website. If "Account" does not appear, you will need to click on "Login/Register" and log in to your account first. You can then click on the "Order History" tab at the bottom of the page to see your order history. If you click on a “View” button for a specific order number, you will see further details of that order and can even click on the “Download your Authenticity Certificate” to download an authenticity certificate for that item.

Can I see my telephone orders online?

Absolutely, you can see all your orders online. If you cannot, it may be that we have multiple accounts on our system for you. Our Help Team will be able to merge these accounts for you so that you can see the orders from all of them online.

If you have only ordered on the phone before you can set your account up to be accessed online by clicking on "Login/Register" and then “Previously ordered by phone”. You will need to enter an Order Number from a recent purchase, the last four digits of the credit/debit card used for that order, an email address and a password. If you are having problem finding your Order Number, call our Help Team on 0800 6444 655 and press option 2.

Can I add or remove a credit/debit card from my account

Adding or removing a credit/debit card from your account is a quick and easy process, please click on "Account" in the top navigation bar of this website. If "Account" does not appear, you will need to click on "Login/Register" and log in to your account first. Click on the "Card Details" button and all your stored cards will be listed at the bottom, simply click on the cross next to the card you wish to remove. You can add a new card by clicking on "Add New Card” button. Fill in the form and click the "Save" button at the bottom.

Can I add or remove a delivery address from my account

Adding or removing a delivery address from your account is a quick and easy process, please click on "Account" in the top navigation bar of this website. If "Account" does not appear, you will need to click on "Login/Register" and log in to your account first. Click on the "Address Details" button and all your saved addresses will be listed underneath.

You can then click on the "Add Shipping Address" button where you can use the postcode lookup tool to add a new address, once the form is completed click the "Save" button at the bottom. To delete or update an address click on the "Edit or Remove" button next to the address you want to change, the details of that address will then appear and you can edit them and click "Save" at the bottom, or go straight to the bottom and click "Remove" to delete an address. Also select your default delivery address here for faster future checkout and leave any delivery notes for each address profile. Don’t forget to press the “Save” button when you have finished changing your delivery profile.

Can I change my contact information?

Changing your contact information on your account is a quick and easy process. Please click on "Account" in the top navigation bar of this website. If "Account" does not appear, you will need to click on "Login/Register" and log in to your account first.

You can then click on “Account details” to change your contact details. Don’t forget to click “Update Details” when you have finished.

Can I stop my name from being displayed on TV?

Please click on "Account" in the top navigation bar of this website. If "Account" does not appear, you will need to click on "Login/Register" and log in to your account first. Then uncheck the “Allow name to be displayed on TV?” option and click “Update Details” when you have finished.

How can I change my password?

Changing the password on your account is a quick and easy process. Please click on "Account" in the top navigation bar of this website. If Account" does not appear, you will need to click on "Login/Register" and log in to your account first.

You can then click on “Account Details” to change your password. You will need to enter your old password and your new password twice to confirm your change. Don’t forget to click “Update Details” when you have finished.

What do I do if I've forgotten my password?

If you have forgotten your password click on "Login/Register" and "Existing Customer" and select the tickbox for “Forgotten Password?”. Enter your email address and click “Submit”. We will then send you a new password to your registered email address for you to use to log in.

Can I order online using my existing phone account details?

Absolutely, to change your existing account so you can order over the internet click on "Login/Register" and then “Previously Ordered By Phone". You will need to enter an Order Number from a recent purchase, the last four digits of the credit/debit card used for that order, an email address and a password. If you are having problems finding your Order Number, call 0800 6444 655 and press option 2 to speak to our Helpteam.