Welcome to our Frequently Asked Questions section, where we have answered some of the most regular queries we get from customers. Hopefully, the answer to your question will be right here but if you can't find the required information, simply visit our Contact Us page to get in touch.

How To Shop Online

Shopping online at The Jewel Hut could not be easier. Decided what you want to buy? Simply click 'Add to Basket' and the items you choose will be added to your personal shopping cart. At this stage you can either continue shopping or proceed to the checkout where you can process your order via our Secure Trading or PROTX secure payment systems.

To make the ordering process even easier, you can set up an account and register your details with us, which saves you time if you return and purchase from us again. The process is simple and takes only a few moments to complete. We accept all major Credit and Debit cards. Once you have provided payment details, follow the on screen prompts to process your payment and complete your order.

By Telephone:

To place your order with us by telephone, please call us on 01562 312 225 during trading hours (Mon - Sat 08.30 - 17.00). Please note that calls are charged at normal national rate and not at any premium rate. Alternatively, if you wish for us to call you please e-mail us at [email protected] with your query and a telephone number so we can return your call.

By Post:

If you prefer sending us your purchase order by post, just send us a brief note as to the items you require and a cheque for the exact amount of your order (N.B please see post options for any charges that may apply) and post it to us at:

The Jewel Hut,

West Midlands Merchants,

Brinton House,

Exchange Street,


DY10 1BT

(Cheques made payable to T H Baker. Cheque must be cleared before item is sent out.)

Registration and Your Account

How do I create an account?

Simply select the ‘Sign In or Register’ option at the top of the page and you will be able to sign in as a returning customer or register for a new customer account. The sign-up process requires just a few personal details from you, including a valid email address and a password of your choice.

Why should I register for an account?

Creating a Jewel Hut account makes your shopping experience at The Jewel Hut a lot quicker and easier. Once you are signed up, the account features at your disposal will allow you to store addresses, personal information and more to make future purchases even simpler than before.

You can also view the status of any current orders, meaning you can stay informed on the progress of any outstanding order. This 100% secure account facility allows you to manage your Jewel Hut orders and makes repeat shopping as easy as it should be.

By registering for an account, will I automatically receive marketing emails from you or other companies?

No, we take our customers’ privacy very seriously. You can sign up to our weekly email newsletter on the site and manage your subscription within your account. View our privacy policy for more information.

I have forgotten my account password. What do I do?

If you have misplaced or cannot recall your account password, then don’t worry; on the ‘Sign In’ page, choose the ‘Forgotten password?’ option and request a reminder by providing your email address. Remember to check your junk mail if this doesn’t appear in your inbox within 5 minutes.


How do I place an order?

It's really easy to place an order with The Jewel Hut, simply select your item's and add to your shopping bag. You will be given the option to create an online account where you can track order progress, manage addresses and more (see 'Registration and Your Account' above). You can select how to pay via checkout using our secure payment site or PayPal, using the details stored in your existing account. Both of these options are fast, safe and secure.

Is it safe to shop on The Jewel Hut?

Yes, it is 100% secure to order online. Every single Jewel Hut transaction is secured by world leader in online security, Verisign. Our secure servers protect all personal information entered throughout the ordering process using advanced encryption and firewall technology, and we do not store your payment details in order to provide a further level of protection.

Will you keep me updated on my order?

Once your order has been placed successfully, you will be taken to an order confirmation page showing your unique order reference. You will also receive an email confirming we have received your order, followed by a dispatch email containing details on how to track your order, including a shipping reference. Alternatively, you can check your order status in 'My Orders' within your Jewel Hut account.

If you have not received your item in the expected time-frame or if you have any enquiries regarding your order, please contact the Customer Care team on 01562 312 225 or at [email protected]

Can I change an order after it has been placed?

You are able to make changes to your order up to the point at which you click on the Place Order button in checkout. Changes cannot be made once the order has been placed. However, you can return items back to us for an exchange or full refund.

If you wish to add an item to an existing order, you will have to create a new order. However, it is easy to manage orders with your account so you can monitor the status of multiple orders.

Can I cancel an order after it has been placed?

Once an order has been placed, you cannot cancel your order. However, we will give a full refund or offer an exchange once you've received your order.

I am having problems placing an order, what do I do?

If you are experiencing difficulties when placing an order online, please contact our Customer Care Team who will be able to help you on 01562 312 225 or at [email protected]

Do you offer finance options?

If your order totals £280 or more, another option will appear: V12 Finance. Select V12 Finance if you wish to choose one of five available finance options, including 12 Months Interest Free Credit (0% APR). Select the option you require and get an online decision from V12 Finance in 15 minutes. For more information on V12 Finance, please visit our Finance page.

Is your jewellery genuine?

The Jewel Hut is an authorised dealer of each and every brand sold online at www.thejewelhut.co.uk. All products are brand new and come with full manufacturer's warranty and packaging. You can confirm this by finding us on manufacturers' websites where we are listed as either The Jewel Hut or T.H.Baker.

Will my item arrive with official brand packaging?

Yes, all items will arrive with official brand packaging. The packaging may differ depending on the items purchased, according to brand guidelines, but it will always be official brand packaging.

What if the item is received faulty/damaged or the incorrect item is received?

In the unlikely event that you should receive a faulty/damaged item or if we have sent a different item than was on your order, please contact the Customer Care team within 5 days of receipt on 01562 312 225 or at [email protected], who will be able to provide a pre-paid return label and advise you how to return the item.

What if there is an item missing from my order?

If you have not received an email informing you that an item is out of stock, then all items in the order should be in stock and therefore on their way to you. In the unlikely event your order has been received and is missing an item, please contact the customer care team within 48 hours who will be able to help you on 01562 312 225 or at [email protected]

The item I want is out of stock. Will it be back in stock soon?

Unfortunately, we cannot confirm when an out of stock item will be back in stock, if it will at all. If an item is marked as discontinued, then it will not be back in stock. Similarly, if a sale item is sold out then it is very unlikely to become available again.

I have been contacted advising one of the items I have ordered is out of stock, what do I do?

If for any reason we are unable to fulfill your original order, the Customer Care team will contact you and help you select an alternative item or arrange for a refund.

Can I make an order if I need it to be delivered overseas?

Yes, we offer overseas delivery. When selecting your address at checkout, a list of countries are presented in a drop-down menu – please select your chosen country from this list.If your chosen country does not appear on this list, please get in touch with Customer Services via Contact Us and we can advise you whether or not we can deliver to your country. Please note that, unfortunately, we are not permitted to sell some branded products to non-EU countries.

I ordered from overseas, can I get a VAT refund?

If your order was placed on the UK site from a non-EU country and the items are being delivered to a non-EU country, then you qualify for a VAT refund. You will not be eligible for a VAT refund if you placed the order on one of our international sites or placed the order in the UK.

Orders qualifying for a VAT refund will be noted on our system. Once the order is received by you, please contact Customer Care at [email protected] who will email you a VAT refund request form. Please complete with the correct details and return to us, the refund will take approximately 5-7 working days to appear in your account.

Do you have shops that I can visit?

Yes, we do have stores you can visit: Click Here to view.


How can I pay for my order?

We accept payments from all major credit and debit cards, for your convenience we also offer check out with PayPal. For orders over £280, we offer Pay4Later finance option with agreements over 12-36 months to suit you, credit is subject to status.

If you prefer, you can speak to one of our Customer Care team who will take payment from you via telephone on 01562 312 225. Lines are open 0830-1700 Monday-Friday, 1000-1600 Saturday and Sunday.

When is my account charged for my order?

Your account is debited when the order has been placed when checking out using our secure online payment system, PayPal or paying by telephone.

How do I use my promotion code?

To use your promotion code, please enter in the discount code box when placing your order. No more than one discount code can be used on any one order, although a discount code and gift card code can be used in conjunction.

Some discount codes are subject to certain brand exclusions, as determined by brand guidelines. We will communicate any such exclusions where possible but incorrect information or omissions on third party promotional sites are unfortunately out of our control.

If you are experiencing difficulties using your code, please contact the Customer Care team on 01562 312 225 or at [email protected]

Where can I get a promotion code to use with my order?

We will sometimes feature promotion codes on our website, or in newsletters to customers. We may also put codes on Facebook or Twitter from time to time. To receive the latest promotional discounts, please register an account online and/or follow us on Facebook and Twitter.

Please be aware that, although we do our best to make sure codes advertised on third party websites are current, certain codes on such sites may be outdated and/or invalid. However, you are welcome to use any valid codes obtained via third party websites.

How can I purchase a gift card?

Simply select the gift card you would like, choose the amount and add to basket.

How do I use my gift card?

Simply enter your code into the gift card box and the value will be deducted from your order total.

Will I be charged customs and import duties on my order?

Orders placed from outside the European Union may be subject to additional import taxes imposed by your local government. The responsibility lies with the purchaser to settle these additional tariffs directly with the responsible government agency or its agent. We recommend all non-UK customers contact their local government office for advice on importation tariffs for goods received from the UK.


How do I track my order?

Once your order has been dispatched, if you have selected Next Day or Saturday delivery you will receive a shipment email providing a tracking reference. Please go to www.royalmail.com/trackdetails and enter the reference.

You can also view the status of every order you make within your account. If you need further assistance, please contact the Customer Care team on 01562 312 225 or at [email protected]

How long will it take for my order to be delivered?

Delivery options are given at point of checkout.

Free delivery is available on all UK orders over £60.

Orders under £60 will find Standard delivery available for £1.95

Standard delivery for orders under £75 will normally arrive in 1-3 working days.

Orders over £75 will see Next Day delivery is available free of charge.

Next Day delivery available on all orders under £75 for £3.95.

All items ordered before 4pm Monday-Friday will be dispatched on the same day. Orders placed after 4pm Friday-before 4pm Monday will be dispatched on Monday.

Can you deliver to my work address?

Yes, we can deliver to an alternative address, please include this information when placing your order.

Parcels will be delivered via Royal Mail post. Before placing an order to be delivered to your work address, please ensure you are happy where and who will be signing for this.

Please note: if you've made an order using our finance options, we can only deliver to your home address.

What happens if my order is not delivered yet?

If your order hasn’t arrived by the expected delivery date, as stated on your shipment email, you can contact us on 01562 312 225 or via [email protected]

Please remember to have your order confirmation number and item details handy when you call.

If you’ve ordered during one of our sales or the busy Christmas period please bear in mind that your delivery might take longer than normal to get to you. However, if you are concerned about your order then give us a call.

Please note that if you have ordered more than one item, you may receive multiple shipment emails and items may arrive separately.

What if my order is lost in transit?

If your item has not been delivered to you within the expected time frame, please contact the Customer Care team on 01562 312 225 or at [email protected] for further assistance. Please note that, due to Royal Mail guidelines, we cannot report an item as ‘lost in post’ until after 10 working days.

Can I change the delivery address?

To change your delivery address, simply enter the new address before you complete checkout – such as your work address, or a friend’s house.

You can’t change your delivery address for an order you’ve already made. We advise you to regularly make sure that all your address details are up-to-date, or if you are checking out as a guest that you ensure the delivery details provided are correct.

If an item cannot be posted at the address provided and is not collected from the Post Office, it will eventually be returned to sender whereby we can refund the items or get them sent back out to you at the correct address.

Please take care to ensure all delivery details are up to date in PayPal and Amazon to avoid delivery issues. Please contact the Customer Care team on 01562 312 225 for more information.

What happens if I'm not in when my delivery arrives?

For Standard Delivery:

No signature is needed for Standard Delivery.

If you think you might not be in when your order is delivered you can choose beforehand to have your order delivered to another address.

Royal Mail may leave your parcel in a safe place or with a neighbour. This depends on the agreement you have with them. Please look for a calling card advising where the parcel has been left.

For Express Delivery:

A signature is needed for Express Delivery. This can be done by anyone at your delivery address – it doesn’t have to be you.

If there’s nobody in, Royal Mail will leave a card with instructions on where to collect your parcel or how the parcel can be re-delivered.

Do you offer international deliveries?

Yes, we ship internationally to the following countries: Click Here for a list.

Do you ship to BFPO addresses?


Do you offer a click and collect service?

Yes, we offer a click and collect service for your convenience. You can select this as a delivery option on the checkout page. For more information please visit our Delivery Policy.


What is your returns policy?

If you are not entirely satisfied, you can either exchange for an alternative item or have a full refund. We offer a 30 day refund policy.

We do ask, whilst you are deciding if you would like to keep your order, please take care not to damage the item or packaging it arrives in.

Please note we do not accept returns of any goods that have been personalised or adjusted by a third party. Unless faulty, we cannot accept the return of earrings under any circumstances. This does not affect your statutory rights.

How do I return something to you?

To return your item within the 30 days return policy, package the item carefully including a cover note/copy of invoice stating if an exchange or refund is required. Please return to :

The Jewel Hut,

West Midlands Merchants,

Brinton House,

Exchange Street,


DY10 1BT

We recommend parcels are returned via traceable insured delivery method. We cannot accept responsibility for an item we have not received, therefore a signed-for delivery option is advisable.

How long will it take for my refund or exchange to be processed?

We process returns on the day they are received. We do advise refunds can take up to 7 days to reach your account, depending on your card provider. Exchanges will be received within 2 working days.

If you require an item to be exchanged and are worried the replacement might not get out to you in time for a special date, then it may be quicker for you to place a new order and have us refund the original order separately rather than going through the usual exchange procedure.

What if the item I want to exchange for differs in price?

If the item you want to exchange for is less expensive than the original item, we will refund the difference to your chosen method of payment.

If the item you want to exchange is for more than the original item, one of the Customer Care team will contact you to take an additional payment.

How will I know my item has been received and a return has been processed?

When we receive your returned item, we will send you an email to confirm. Once your request has been processed, we will contact you advising your exchange is on its way or that your refund has been completed.

What if my item is outside of the 30 day returns policy?

If you wish to return your item outside of the 30 day returns policy, please contact the Customer Care team on 01562 312 225 or at [email protected]

My item is faulty, but is outside the 30 day returns policy, what should I do?

Please return the item to us at:

The Jewel Hut,

West Midlands Merchants,

Brinton House,

Exchange Street,


DY10 1BT

Your item will be assessed and then repair or replacement will be arranged.

If the item is assessed as accidental damage or wear and tear, we will forward to the manufacturer for the item to be repaired; in this instance, the Customer Care team will contact you as soon as we have an estimate for charges for you to approve and pay or to have the item returned.

I live overseas and need to return an item. What is the process?

If you are returning an item from a country overseas, please send to the same address for UK returns. Once we receive your items, we will process your refund or exchange just as we would if the return was from the UK. However, please note if you are returning something to us from outside the UK, the free returns policy does not apply.

With regards to postage and customs charges, we will cover the cost of sending your return back to us if the item is faulty or the wrong item was sent out within 30 days of your order date. Generally, the cost of postage will be stated on the parcel but otherwise please send a photocopy of your proof of postage to [email protected], quoting your order ID.

If an item is not faulty and you require a refund or exchange, please note all costs incurred in sending the items back to us - including any customs charges - will be at your own expense.

What if I received a free gift with my order?

If you received a free gift and wish to return your item, you will also be required to return the free gift.

How To Care For Your Jewellery

With a little TLC, your jewellery can stay beautiful. Read our top tips on how to care for all your jewellery items.


Do remove all jewellery before showering or swimming. Soap can leave an oily layer on the surface of your jewellery, while chlorine in swimming pools can also damage your jewellery.

Do wear your silver jewellery often. Shutting silver away in a box or drawer may speed up the tarnishing process.

Do wrap or store your jewellery, especially necklaces with fine chains, separately in soft tissue or cloth to avoid scratches or jewellery becoming tangled.

Do regularly clean your fine jewellery. We recommend soaking in a mild soap solution and brushing with a soft toothbrush. Rinse with cold water and always dry your jewellery with a soft, lint-free cloth. Refrain from vigorous scrubbing, as this can damage your jewellery. Alternatively, we sell specialist jewellery cleaning products.

Do get your jewellery checked. We recommend getting your jewellery professionally cleaned and assessed at least once a year. Professional jewellers can clean, polish and check for any damage, such as loose claws or clasps.

White gold is coated with rhodium to give it its bright white appearance. Over time, the rhodium plating can wear off. We recommend that you get your white gold jewellery re-rhodium plated every six months.

Do get your Platinum and Palladium jewellery polished. Although these metals are both harder and more scratch resistant than gold, they can still feel the effects of wear and tear and may need polishing from time to time.


Don’t apply or use make-up, soap, perfume, creams, house-cleaning products etc whilst wearing your jewellery as these products can leave a residue that over time can tarnish or discolour your jewellery.

Don’t wear jewellery while doing manual work. Diamonds and gemstones can chip and metal jewellery can scratch.

DO NOT use silver polishing cloths or cleaning solutions on gold plated or oxidised jewellery as this may tarnish the plating or remove the blackened oxidised effect.

General Enquiries

I have forgotten my account password. What do I do?

If you have misplaced or cannot recall your account password, then don’t worry; on the ‘Sign In’ page, choose the ‘Forgotten password?’ option and request a reminder by providing your email address. Remember to check your junk mail if this doesn’t appear in your inbox within 5 minutes.

Can I leave feedback?

7 days after your order has been placed, you will be contacted by Feefo and asked to write a review on your shopping experience with The Jewel Hut.


Give personalised jewellery gifts and say it in your own words with a little help from The Jewel Hut. Below we've listed some FAQs detailing all the questions you may have about our personalised engraving service.

How is my item engraved?

We want to make sure that your words are given the utmost attention to detail. That's why we use a professional laser engraver which offers unbeatable accuracy and detail.

What font styles do you offer?

We currently offer six font styles, including: Kalam, Petit Formal Script, Roboto Condensed, Rokkit, Lora, and Script. These can be previewed before you purchase.

Are there character limitations?

Yes, character limitations have been set up and applied depending on the space available on the item. You can find the maximum amount of characters on the product page of items eligible for engraving.

What is the price of your engraving service?

There is an additional charge for our engraving service. Depending on your delivery option there may also be delivery and packaging costs. These will be displayed clearly throughout your transaction.

How long does it take for an item to be engraved?

Engraved products will be dispatched within 3 working days of purchase, please allow time on top of your selected delivery method.

Please note, this will also apply to Next Day Delivery, Saturday Delivery, and Overseas Delivery options, however we will endeavour to dispatch your product as soon as possible.

What happens if the engraving has an error?

To avoid disappointment with your personalised engraving please make sure that the message you provide is spelled correctly with all the correct capitalisation and punctuation marks. We will engrave the message exactly as it is supplied.

If, however, any error is ours we will put it right for you.

Can I have a refund on personalised or engraved items?

If an item has been engraved or otherwise personalised we are unable to offer an exchange or provide a full refund unless you have received a faulty item and we are responsible for that fault. Please note that you, the customer, are responsible for providing an accurate and correctly spelled message for us to engrave. We can offer a 50% refund on engraved jewellery pieces.

Can all your jewellery be engraved?

We currently only offer engraving on selected products and brands. All items eligible for engraving have the 'Engrave me' label applied.

Can you refuse to engrave a message?

Yes, we reserve the right to refuse to engrave any message that could be considered obscene or offensive. In this case our customer services team will contact you and if required offer a full refund.

Can I add more than one personalised or engraved item to my order?

Yes, you can order multiple personalised or engraved items in the same order.

Are personalised and engraved items supplied in gift packaging?

All our engraved items will arrive in the brand’s own gift packaging.

Bulk Purchases

At The Jewel Hut, we value our customers and understand there may be certain times when purchasing multiples of the same item is a consideration.

Whatever the occasion, whether it be a wedding, anniversary, birthday or corporate event, you may be eligible for further special discounted rates on our current website prices.

To find out more information email us at [email protected] or alternativly call us on +44 (0)1562 312 225