Delivery Information
Shipping Methods & Timeframes
Standard Delivery (UK)
Processing time: 3-5 business days
Delivery time: 3-5 business days
Cost: £4.95 (Free on orders over £50)
Express Delivery (UK)
Processing time: 1-2 business days
Delivery time: 1-2 business days
Cost: £9.95
International Shipping
Processing time: 3-5 business days
Delivery time: 7-14 business days (varies by location)
Cost: Calculated at checkout based on destination
Custom Framing Orders
Please note that custom jewelry framing orders require additional processing time:
Standard custom orders: 7-10 business days
Complex custom projects: 14-21 business days
You will receive a confirmation email with estimated completion date when your order is placed.
Tracking Your Order
Once your order is dispatched, you will receive:
A shipping confirmation email
A tracking number
Real-time tracking updates
You can track your order at any time through your account dashboard or by using the tracking link provided in your confirmation email.
Shipping Restrictions
We currently ship to:
United Kingdom (all regions)
European Union countries
United States, Canada, Australia
We are unable to ship to PO boxes or military addresses. A physical street address is required for all deliveries.
Delivery Issues
Damaged Items If your item arrives damaged, please:
Take photographs of the packaging and damaged item
Contact us within 48 hours at hello@jewel.co
Retain all packaging materials for inspection
Lost Packages If your tracking shows delivered but you haven't received your order:
Check with neighbors and household members
Verify the delivery address in your order confirmation
Contact us at hello@jewel.co or +12345689 within 7 days
Delayed Delivery If your order hasn't arrived within the estimated timeframe:
Check your tracking information
Allow 2 additional business days for unexpected delays
Contact our customer service team for assistance
Returns & Exchanges
Our 30-Day Return Policy
We want you to love your jewelry frame. If you're not completely satisfied, you may return your purchase within 30 days of delivery for a full refund or exchange.
Eligibility Requirements
Items must meet the following conditions:
Returned within 30 days of delivery date
In original, unused condition
In original packaging with all tags and protective materials
Accompanied by proof of purchase (order number)
Non-Returnable Items
The following items cannot be returned:
Custom-made or personalized jewelry frames
Items marked as "final sale" or "clearance"
Gift cards or vouchers
Items showing signs of wear, damage, or alteration
Items returned after 30 days
How to Return an Item
Step 1: Initiate Your Return
Email hello@jewel.co with your order number and reason for return
Or call us at +12345689 during business hours (Mon-Fri, 9am-6pm GMT)
Step 2: Receive Return Authorization You will receive a Return Merchandise Authorization (RMA) number and return instructions within 1-2 business days.
Step 3: Package Your Item
Use original packaging when possible
Include your RMA number inside the package
Remove or cover any original shipping labels
Ensure item is securely packed to prevent damage
Step 4: Ship Your Return
Use a trackable shipping method
Ship to: Jewel.co Returns Department 15 King's Road Chelsea, London United Kingdom
Return Shipping Costs:
Defective or incorrect items: We cover return shipping
Change of mind: Customer responsible for return shipping
We recommend using tracked and insured shipping
Refund Processing
Once we receive and inspect your return:
Refunds are processed within 5-7 business days
Original payment method will be credited
Original shipping costs are non-refundable (unless item was defective)
You will receive an email confirmation when refund is processed
Please allow 5-10 business days for refund to appear in your account
Exchanges
To exchange an item:
Follow the return process outlined above
Indicate in your return request that you'd like an exchange
Specify the replacement item details
We'll send the replacement once original item is received and inspected
Any price difference will be charged or refunded accordingly
Exchanges are subject to stock availability. If your requested item is unavailable, we'll issue a full refund or store credit.
International Returns
International customers are responsible for all return shipping costs and any customs or duty fees incurred. We recommend using a tracked shipping service with insurance.
Please note: We cannot issue refunds for customs duties or taxes paid on the original order.
Damaged or Defective Items
If you receive a damaged or defective item:
Contact us immediately at hello@jewel.co with photos
Do not discard packaging or damaged items
We will arrange collection or provide a prepaid return label
Replacement will be sent immediately upon receiving photos
If replacement is unavailable, full refund will be issued
Store Credit
As an alternative to refund, we offer store credit:
110% of original purchase value in store credit
Valid for 12 months from issue date
Can be used on any future purchase
Non-transferable and cannot be redeemed for cash
Contact Us
For any questions about delivery or returns:
Email: hello@jewel.co
Phone: +12345689 (Mon-Fri, 9am-6pm GMT)
Address: 15 King's Road, Chelsea, London, United Kingdom
Response times:
Email: Within 24 hours (business days)
Phone: Immediate during business hours