FAQ
Frequently Asked Questions
Find quick answers to common questions about ordering, delivery, international shopping, returns and our products. For more detailed information, please see our full website policies or contact us if you need any help.
Ordering & Payments
How do I place an order?
Browse our website by category or use the search box at the top of our site to find what you're looking for, then add the items you'd like to your basket.
Where matching or coordinating items are available, you'll find these on the individual product pages to help you complete the look.
When you're ready to order, you can go directly to checkout from the basket drawer, or select View Basket first to review your order before clicking Checkout.
During checkout, you'll be asked to confirm your delivery and billing information, choose from the available delivery options and select your preferred payment method.
Once your order has been placed successfully, we'll send an order confirmation to the email address you provided.
What payment methods do you accept?
The payment methods available to you are displayed at checkout and may vary depending on your country or region. Simply select your preferred available payment method when completing your order.
Do I need an account to place an order?
No. You can place an order without creating a customer account. Creating an account can, however, make it easier to view your order history and access available account features.
Can I change or cancel my order after placing it?
If you need to cancel an order, you can submit a cancellation request through your customer account.
Alternatively, or if you need to make a change to your order, please email or telephone us as soon as possible, quoting your order number.
If your order hasn't already been processed or dispatched, we'll do our best to cancel it or make the requested change. Once an order has entered processing or been dispatched, we may not be able to make changes or stop the shipment.
Your cancellation and return rights are explained in our Returns & Refund Policy.
Can I change my delivery address after ordering?
Please contact us immediately if you notice an error in your delivery address. We'll do our best to correct it before dispatch, but we cannot guarantee that an address can be changed once an order has entered processing or been handed to the delivery provider.
Do you sell gift vouchers?
Yes. The Jewellery Stop gift vouchers are available in a selection of values and can be used towards purchases on our website.
Gift vouchers are issued and sold in British Pounds (GBP). If you're shopping from another country, the GBP value will be displayed in your local currency using the applicable exchange rate at the time. The value of the gift voucher itself remains denominated in GBP.
Unless otherwise stated when purchased, gift vouchers are valid for one year from the date of purchase.
Can I use a discount code or gift voucher code?
Yes. If you have a valid discount code or gift voucher code, enter it in the appropriate field during checkout before completing your order.
Unless specifically stated otherwise, only one discount code can be used per order, and some products or promotions may be excluded.
If you have more than one gift voucher code, you can use multiple gift vouchers towards the same order.
Why has my payment been declined?
Payments can occasionally be declined for a number of reasons, and we're not always provided with the specific reason by the payment provider.
If your payment isn't accepted, please check:
- Your card or payment details have been entered correctly.
- Your billing address matches the details held by your bank or payment provider.
- You are shopping in the correct country or region for your delivery address.
- If you're using a VPN, try turning it off and refreshing the website, as this can sometimes cause your detected location to differ from your actual location.
- Your bank hasn't blocked the transaction for security reasons or because it is an online or international purchase.
You can also try another payment method where one is available. If your payment continues to be declined, we recommend contacting your bank or payment provider, as they will usually be best placed to explain why the transaction hasn't been authorised.
UK Delivery
How quickly will my order be dispatched?
Orders are normally dispatched within 1–2 working days. Wherever possible, orders received before 10am Monday to Thursday are dispatched on the same working day.
Our shop and office are open Monday to Thursday, 9am–5pm. We are closed on Fridays, weekends and Bank Holidays, so orders placed during these times will be processed when we reopen.
What UK delivery services do you offer?
We offer a choice of UK delivery services including Royal Mail 1st Class, Royal Mail Tracked 48®, Royal Mail Tracked 24®, Royal Mail Special Delivery and DPD, depending on your order and delivery address.
The delivery services available for your particular order are shown at checkout.
How much does UK delivery cost?
Delivery charges depend on your order value and the delivery service selected. Available options and their prices are clearly displayed before you complete checkout.
Our delivery charges include the carriage cost together with the packaging and handling required to prepare and dispatch your order, so the amount charged for delivery may not be the same as the postage or courier label price.
You can find our current UK delivery prices in our Delivery Policy.
Do you offer free UK delivery?
Yes. We offer FREE Royal Mail Tracked 48® delivery on orders over £70 and FREE Royal Mail Tracked 24® delivery on orders over £100.
Faster or alternative delivery services may also be available for an additional charge at checkout.
Can I track my order?
Yes, if you select a tracked delivery service. Tracking information will be provided when your order is dispatched.
Royal Mail 1st Class is not a tracked service. Royal Mail Tracked, Special Delivery and courier services provide tracking information so you can follow the progress of your delivery.
How long will my UK order take to arrive?
The estimated delivery time depends on the service selected. As a guide:
Royal Mail 1st Class: 1–3 business days
Royal Mail Tracked 24®: 1–2 business days
Royal Mail Tracked 48®: 3–5 business days
Royal Mail Special Delivery: 1–2 business days
These are estimated delivery times rather than guaranteed arrival dates unless specifically stated otherwise. Delivery times are in addition to any time required to process and dispatch your order.
Do you deliver to the Isle of Man?
Yes. We deliver to the Isle of Man, which has its own shopping region on our website.
If you're shopping from the Isle of Man, please ensure Isle of Man is selected from the country/region selector at the top of the website or from the menu on mobile. This ensures that the correct prices and delivery options are displayed for your location.
Available delivery services and charges will be shown at checkout before you complete your order.
What should I do if my order hasn't arrived?
First, please check any tracking information provided with your dispatch confirmation, as this may show the latest delivery update or whether the delivery provider has attempted delivery.
Please also allow for weekends, Bank Holidays and possible carrier delays when considering the estimated delivery time.
If your order hasn't arrived within the expected timeframe, please contact us quoting your order number, and we'll be happy to investigate it for you.
Channel Island Orders & Delivery
Do you deliver to Jersey and Guernsey?
Yes. We deliver to both Jersey and Guernsey.
Jersey and Guernsey each have their own shopping region on our website, with delivery and tax arrangements that differ from both mainland UK and our other international destinations.
How do I shop from Jersey or Guernsey?
Please select Jersey or Guernsey as appropriate from the country/region selector at the top of the website or from the menu on mobile.
It's important to select the correct region before shopping so that you see the correct product prices and information for your destination.
How much is delivery to Jersey and Guernsey?
Delivery to Jersey and Guernsey is a flat rate of £15 per order.
Free delivery is applicable for orders £125 or above.
Your order will be sent using a tracked courier service selected by The Jewellery Stop.
Our delivery charge includes carriage together with the packaging and handling required to prepare and dispatch your order, so it is not intended to represent only the courier's label price.
Which courier will deliver my order?
We select an appropriate tracked courier service for your order. Depending on the shipment, we may use FedEx, DHL, UPS or other reliable service.
Tracking information will be provided when your order is dispatched so you can follow its progress.
Will I have to pay tax when my order arrives?
This depends on whether your order is being delivered to Jersey or Guernsey:
Jersey: 5% GST is payable on arrival. This is not included in the price you pay to The Jewellery Stop and will be collected separately where applicable.
Guernsey: There is currently no GST or equivalent local sales tax, so no such tax is payable on arrival.
International Orders & Delivery
Do you deliver internationally?
Yes. The Jewellery Stop delivers to a wide range of countries worldwide.
To see whether we deliver to your location, select your country or region using the country/region selector at the top of the website or from the menu on mobile.
Once your correct region is selected, the website will display the appropriate shopping information for your destination.
Why should I select the correct country or region?
Selecting the correct country or region ensures that you see the appropriate currency, product prices, duties and tax information, and delivery options for where your order will actually be delivered.
If you're using a VPN, your location may not always be detected correctly, so please check the selected country or region before shopping and completing checkout.
Why are international prices different from UK prices?
International prices aren't simply our UK prices converted into another currency.
Depending on your destination, prices may include applicable import duties, import taxes, currency conversion and costs associated with facilitating the international transaction.
This means an international product price may appear higher than the equivalent UK price after a simple currency conversion, but many of the costs associated with importing your purchase are already being dealt with as part of your order.
Are duties and import taxes included in international prices?
Where applicable, import duties and import taxes are included in the prices displayed on our website for your selected destination.
You'll also see destination-specific duties and tax information on our product pages and during checkout.
This is why it's important to make sure you have selected the correct country or region before shopping.
What is the difference between import tax and local tax?
Import duties and import taxes are charges associated with bringing goods into your country and, where applicable, are handled as part of your international purchase.
Some destinations may also have local or regional taxes determined by your delivery address. For example, applicable US state and local sales taxes may be calculated according to where your order is being delivered and shown separately at checkout.
Any applicable local tax collected during checkout will be displayed before you complete your order.
Will I have to pay import charges when my order arrives?
For international orders handled through Global-e, applicable import duties and import taxes are dealt with as part of your purchase, so you should not normally be asked to pay additional import charges when your parcel arrives.
Any applicable local or regional taxes collected at checkout will also be shown before you complete your order.
Please make sure you are shopping in the correct country or region so that the information displayed is appropriate for your delivery destination.
Who is Global-e and why do they appear during checkout?
We work with Global-e, a specialist cross-border ecommerce provider, to facilitate international orders.
Global-e helps us provide international shopping services including local currencies, payment processing, duties and taxes, customs requirements and other cross-border services.
Where Global-e is involved in your purchase, its applicable terms and privacy information are made available through the basket and during checkout.
Which international delivery services do you use?
International orders are sent using tracked courier services.
Depending on your destination and order, available services may include DHL Express and FedEx.
The delivery options available for your particular order will be displayed at checkout.
How much does international delivery cost?
International delivery charges depend on your destination, order and selected delivery service.
Available delivery services and prices are displayed at checkout before you complete your purchase.
Our delivery charges include the cost of carriage together with the packaging and handling required to prepare and dispatch your order, so the amount charged for delivery is not intended to represent only the courier's label price.
Do you offer free international delivery?
Yes. Free delivery options are available for qualifying orders to selected destinations.
Current qualifying thresholds include:
United States: over $200
France: over €150
Germany: over €150
Ireland: over €150
Malta: over €150
Where your order qualifies, the available free delivery option will be displayed at checkout.
Other delivery services, including faster courier options, may still be available for an additional charge.
How quickly will my international order be dispatched?
International orders are normally dispatched within 1–2 working days. Wherever possible, orders received before 10am Monday to Thursday are dispatched on the same working day.
Our shop and office are closed on Fridays, weekends and Bank Holidays, so orders placed during these times will be processed when we reopen.
How long does international delivery take?
Delivery times vary depending on your destination and the courier service selected.
Estimated delivery times are displayed alongside the available delivery options at checkout.
International deliveries can occasionally be affected by customs processing, local public holidays, severe weather or delays within the courier network, so delivery estimates cannot always be guaranteed.
Can I track my international order?
Yes. Our international delivery services are tracked.
Once your order has been dispatched, you'll receive tracking information so you can follow the progress of your shipment.
We also provide the courier with the contact information required for delivery, such as your email address and telephone number, so they can contact you about your shipment where necessary.
What should I do if my international order hasn't arrived?
Please check the tracking information provided with your dispatch confirmation first, as this will normally show the latest progress of your shipment.
If your parcel is delayed or there appears to be a delivery problem, we recommend contacting the courier directly first, quoting your tracking number. They will usually have the most up-to-date information about your shipment and may be able to resolve delivery issues directly with you.
If you're unable to resolve the problem with the courier, or you need any further help, please contact us quoting your order number and tracking number and we'll be happy to assist.