Frequently Asked Questions

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.

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.

Orders

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 timeframe or if you have any enquiries regarding your order, please contact the Customer Care team on 01562 312 225 or at sales@thejewelhut.co.uk

Can I change an order after it has been placed?

We aim to pack orders and ship them as quickly as possible; however, we will do our utmost to make any changes needed to ensure you are completely satisfied with your order. In the event that we are unable to change your order in time before it is sent out, we apologise but don't worry: once the order reaches you, you can of course immediately return it 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 within your account so you can monitor the status of multiple orders.

Can I cancel an order after it has been placed?

If you have any enquiries about a recently placed order, you can contact the Customer Care team on 01562 312 225 or at sales@thejewelhut.co.uk.

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 sales@thejewelhut.co.uk.

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.

For example, Pandora charms costing £30 or less will arrive with a branded drawstring pouch while orders over £30 will come with a branded charm box. One Pandora gift bag will be included with every order unless otherwise requested in the delivery notes, whereby we will attempt to satisfy all requests but cannot guarantee extra bags. However, at all times, official brand packaging will accompany your order.

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 sales@thejewelhut.co.uk, 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 sales@thejewelhut.co.uk.

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 Pandora 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 sales@thejewelhut.co.uk 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.

Payments

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 sales@thejewelhut.co.uk

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.

Delivery

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 confirmation 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 sales@thejewelhut.co.uk.

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 £50.

Orders under £50 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.

What happens if my order is not delivered yet?

If your order has not arrived within the expected time frame, please contact the Customer Care team on 01562 312 225 or at sales@thejewelhut.co.uk for further assistance.

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 sales@thejewelhut.co.uk 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?

We aim to pack and ship all orders as quickly as possible; however, we will do our utmost to make any changes needed to ensure you are completely satisfied with your order.

You may be able to change the address by getting in touch with Royal Mail; alternatively, 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.

We advise that you take extra care when entering your delivery details, especially at busy times like Christmas. 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.

Do you offer international deliveries?

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

Do you ship to BFPO addresses?

Yes.

Do you offer a click and collect service?

Currently we do not offer a click and collect service.

Returns

What is your returns policy?

We offer a 30 day return policy on all items. If you are not entirely satisfied, you can either exchange for an alternative item or have a full refund. We do ask, whilst you are deciding if you would like to keep your order, please take care not to damage the item or branded 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 for pierced ears 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,

Kidderminster,

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.

Will the postage incurred for returning my items be refunded?

If an item is simply unwanted or does not meet your requirements, then unfortunately we cannot refund the postage or cover the cost of your items with a pre-paid address label.

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 returns policy?

If you wish to return your unworn, unwanted item outside of the 30 day returns policy, please contact the Customer Care team on 01562 312 225 or at sales@thejewelhut.co.uk

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

Please return the item to us at:

The Jewel Hut,

West Midlands Merchants,

Brinton House,

Exchange Street,

Kidderminster,

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 undone.

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.

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. Generally, the cost of postage will be stated on the parcel but otherwise please send a photocopy of your proof of postage to sales@thejewelhut.co.uk, 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.

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.

Can I add PANDORA ESSENCE charms to my Pandora bracelet?

PANDORA ESSENCE charms can only be worn on the PANDORA ESSENCE bracelet, as they are smaller than other Pandora charms and so will not fit on other existing Pandora bracelets. To view the PANDORA ESSENCE COLLECTION, including charms/charm sets and the accompanying bracelet, please go here.

Do you stock the PANDORA Disney Collection?

Unfortunately the PANDORA Disney Collection is exclusive to the USA and not available in the UK. If this ever changes we'll be sure to update you about the Disney PANDORA collection here.