Customer Care

FAQs

Placing an Order
  1. Can I add to my order?
  2. Can I modify my order?
  3. How do I see the status of my order?
  4. What do the different order statuses mean?
  5. When will you charge my credit or debit card?
Returning Products
  1. Can I return products that I do not want?
  2. How do I return faulty products?
  3. How should I return unwanted or faulty products?
  4. How long will it take for my return to be processed?
Split Pay
  1. How do I qualify for split payments on products?
  2. How many payments will there be on split pay products?
  3. Can I use my account credits on a split pay item?
  4. Can I opt for split payment on web auction pieces?
  5. How can I view/manage my split payments?
  6. How do I change my card information associated with split payments?
  7. Can I pay for an instalment early?
  8. Can I customise the payment date for the instalments?
  9. How many products can I have set up as split payments at any one time?
  10. How do I go about returning products set up on split payments?
Account Details & Order History
  1. How do I view my order history?
  2. Can I see my telephone orders online?
  3. Can I add or remove a credit card from my account?
  4. Can I add or remove a delivery address from my account?
  5. Can I change my contact information?
  6. Can I stop my name from being displayed on TV?
  7. How can I change my Password?
  8. What do I do if I’ve forgotten my password?
  9. Can I order online using my existing phone account details?
Website Questions
  1. How many products can I have in my basket?
  2. How long do products stay in my basket for?
  3. What should I do if I’m experiencing difficulties using the JewelleryMaker website?
Product Questions
  1. Are the carat weights and metal weights guaranteed?
Delivery
  1. How will my order be delivered?
  2. How do I track my order once it has been dispatched?
  3. Do you ship internationally?

 

Placing an order
  1. Can I add to my order?

    Yes. You can add to your order from our website, or by calling our Help Team for the duration of the day on which you start your order (e.g if you order Saturday morning, you have until 23:59 on that Saturday to add to your order) – and no matter how much you add you will only pay one delivery charge. Products ordered on different days will be on different orders, each with their own delivery charge.

  2. Can I modify my order?

    Yes. You can add to your order throughout the day that you started it.

    For all other order amendments, please contact our Help Team who will assist you in modifying your order if it is possible to do so.

  3. How do I see the status of my order?

    To view the status of your order online, click on "My Account" in the 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 "Order History" to see the status of your order.

  4. 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 are 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 product our vault.
    Ready for packing
    After picking, we have verified that all your products 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 products 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.
  5. 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 estimated day of dispatch for 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, that amount will then be reserved.

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

Returning products
  1. Can I return products that I do not want?

    Yes. Whenever you buy from us you are eligible for our 30 day guarantee, which starts on the day you receive your goods. If for any reason you are not satisfied, just complete the returns form enclosed with your delivery and send it back to us along with the goods for a full refund.

  2. How do I return faulty products?

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

  3. How should I return unwanted or faulty products?

    Please complete the returns form enclosed with your goods and send them to the specified address. Please send it back to us using a fully insured and trackable method of postage.

  4. How long will my return take 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 along with an update on approximately how long returns are taking to process at that time.

Split Pay
  1. How do I qualify for split payments on products?

    Anyone can choose to pay by split payment on any product which qualifies – these products will have a split pay price under the total price.

  2. How many payments will there be on split pay products?

    The total cost of the split pay product will be split into three equal payments. The first instalment will additionally include the P&P payment.

  3. Can I use my account credits on a split pay products?

    Due to how our payment gateway calculates subsequent payment collections based on the selling price unfortunately adding a credit into the calculation is not feasible.

  4. Can I opt for split payment on both the web and on TV auction pieces?

    Split payment is available on any product which qualifies, regardless of whether it is purchased on our TV channels, website or mobile apps.

  5. How can I view/manage my split payments?

    You can view and manage your split payments on our website under the ‘My Account’ section, or if you need any help please contact our Help Team.

  6. How do I change my card information associated with split payments?

    To change your card details, please contact our Help Team.

  7. Can I pay for an instalment early?

    You can pay an instalment early either through our website or by contacting our Help Team.

  8. Can I customise the payment date for the instalments?

    Your first payment will be taken from your account at midnight on the night of your purchase, the subsequent payments are fixed at 30 day intervals, but you can pay them off earlier than this either on the web or by contacting our Help Team.

  9. How many products can I have set up as split payments at any one time?

    There are no restrictions on the number of products you can purchase on split pay.

  10. How do I go about returning products set up on split payments?

    You can return split pay products using our normal returns process and terms. Any payments that have been paid off against the split pay products will be refunded, with the exception of the delivery charge.

Delivery
  1. How will my order be delivered?

    We offer two delivery services in the UK: Standard & Premium.

    Standard delivery is usually delivered by Royal Mail and should arrive 4-6 working days after the order is placed. Based on the size and value of your order, we may choose to dispatch it by a different method.

    Premium delivery orders are delivered by our courier, DPD. Deliveries should arrive within 2-3 working days after the order is placed. Deliveries to some outlying areas may take longer.

  2. How do I track my order once it has been dispatched?

    When we dispatch your order we will send you an email letting you know it has been dispatched and giving you an estimate of when it should arrive. If tracking information is available, we will give you a link to enable you to track your parcel.

    For Premium delivery, if you tell us your mobile number when placing your order, DPD will send you a text message on the morning that your parcel will be delivered, giving you a one-hour time estimate for its arrival.

  3. Do you ship internationally?

    We are pleased to offer standard and premium delivery services to a number of international destinations. For a full list of countries and charges, please click here.

Account details & order history
  1. How do I view my order history?

    To view the status of your order online, click on "My Account" in the 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. 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 product. If you click the product photo it will take you back to the product page for the products on the order.

  2. Can I see my telephone orders online?

    Yes. 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 “I have bought before on the phone & would like to use my same Account details”. You will need to enter an Order Number from a recent purchase, the last four digits of the credit 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.

  3. Can I add or remove a credit card from my account?

    Yes. Click on "My Account" in the 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 Payment Details" tab where you can “Add a new card”, “Delete Card” or “Update Card”. Each credit card must be assigned to an address in the “My Addresses” section of “My Account”. To add a new card registered to a different address, you may need to add a new delivery address first.

  4. Can I add or remove a delivery address from my account?

    Yes. Click on "My Account" in the 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 Addresses" tab where you can “Add a new address”, “Delete Address” or “Update Address”. You can 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 “Update Address” button when you have finished changing your delivery profile.

  5. Can I change my contact information?

    Yes. Click on "My Account" in the 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 “My details” to change your contact details. Don’t forget to click “Save My Details” when you have finished.

  6. Can I stop my name from being displayed on TV?

    Yes. Click on "My Account" in the 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. Then uncheck the “Display Name on TV?” option and click “Save My Details” when you have finished.

  7. How can I change my Password?

    Click on "My Account" in the 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 “My 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 “Save My Details” when you have finished.

  8. What do I do if I’ve forgotten my Password?

    If you have forgotten your password click on "Login/Register" and select the option “Forgotten Password?”. Enter your email address in the pop up and click “Submit”. We will then send a new password to this email address that you can use to log in.

  9. Can I order online using my existing phone account details?

    Yes. To change your existing account so that you can order over the internet, click on "Login/Register" and then “I have bought before on the phone & would like to use my same Account details”. You will need to enter an Order Number from a recent purchase, the last four digits of the credit 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.

Website questions
  1. How many products can I have in my basket?

    You can place as many products in your basket as you wish. If you do not wish to purchase a product in your basket you can either remove it by changing the quantity to zero or uncheck the “Checkout?” button (this will leave the product in your basket, but please note that the product is not reserved for you and the product may sell out and be removed automatically).

  2. How long do products stay in my basket for?

    Products stay in your basket while there is still stock available of that particular product. If you have changed the quantity of a product stored in your basket, you will be advised of available quantity upon check out. Products added to your basket are still available for others to purchase, reservation of your product happens when you check out. Don’t forget you can order as many products as you like in any one day delivered to the same address for one P&P.

  3. What should I do if I’m experiencing difficulties using the JewelleryMaker website?

    We aim to make your experience using our website as trouble free as possible. Should problems occur, please visit this page for more information: www.jewellerymaker.com/en-gb/report

Product questions
  1. Are the carat weights and metal weights guaranteed?

    The carat weights and metal weights quoted in our design details are the average for the design and therefore will vary.

    Where a ring is available in multiple sizes, the metal weight given is the average for that product across all the sizes.