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At Jewellery Queen, every item is individually handcrafted to your custom specifications, making each piece truly unique and bespoke. As such, our refund and exchange policy is as follows:
Due to the bespoke nature of our jewellery, we do not accept returns or offer refunds where a customer changes their mind or provides incorrect sizing.
Where appropriate, we may offer an exchange or store credit at our discretion for items returned in their original, unworn condition and packaging.
If an exchange or adjustment is requested due to incorrect sizing provided by the customer, a resizing or remaking fee will apply.
Customers are responsible for all return shipping costs and shipping costs for any exchanged items where the exchange is requested for any reason other than a confirmed fault.
We take great pride in the quality and craftsmanship of our products. In the unlikely event that your item arrives damaged or faulty:
Please notify us as soon as possible — ideally within 48 hours and no later than 30 days of delivery — by emailing [info@jewellery-queen.co.uk] with your order number and clear photographs of the issue.
We will always aim to resolve any issues promptly, typically by offering a replacement as our preferred solution.
Where a replacement is not suitable, we may offer store credit as an alternative.
In accordance with UK consumer law, we will refund reasonable return postage costs for faulty or misdescribed goods.
Important:
Under UK consumer law, customers are entitled to reject faulty goods for a full refund within 30 days of delivery if they choose. After 30 days, we may offer a repair or replacement before any refund is considered.
To maintain the appearance and longevity of your jewellery:
Avoid wearing items in water (including swimming, showering, and excessive sweating).
Store jewellery in a box, away from direct sunlight and heat.
Take care when applying moisturisers, perfumes, sun creams or similar products as these may cause discolouration or tarnishing.
Marks can usually be removed with a jewellery cleaning cloth.
Please note:
Discolouration, tarnishing, or damage resulting from failure to follow these care instructions is not considered a manufacturing fault and is therefore not eligible for exchange, refund, or store credit.
This policy does not affect your statutory rights under UK consumer law.
Where required, customers have the right to reject faulty goods for a full refund within 30 days of delivery.
At Jewellery Queen, we offer a Wallet feature that allows customers to securely store funds for use on future purchases. By using the Wallet, you agree to the following terms and conditions:
The Wallet is a prepayment facility and is not a bank account or financial service. No interest is earned on wallet balances.
Wallet balances can only be used for purchases at jewellery-queen.co.uk and cannot be redeemed for cash or withdrawn to a bank account.
Wallet balances are personal to the account holder and cannot be transferred except as outlined below.
Customers may add funds to their Wallet at any time using any accepted payment method.
Funds added to the Wallet are non-refundable, except where required under UK consumer law (e.g., due to a billing error or fraud).
Customers may be permitted to complete purchases that result in a negative wallet balance (“pay later” facility).
Jewellery Queen reserves the right to set limits on negative balances and restrict this feature at its sole discretion.
Customers are responsible for promptly settling any negative balance on their Wallet.
Customers may transfer Wallet balances to other registered Jewellery Queen customers.
Transfers are subject to a 10% transfer fee and a maximum transfer limit of £100 per transaction.
Transfers are immediate and irreversible once completed.
Transferred balances can only be used for purchases at Jewellery Queen and remain subject to these Wallet Terms & Conditions.
Jewellery Queen accepts no responsibility for transfers made in error (e.g., where incorrect recipient details are provided).
Each customer may access a personal QR code that allows other registered Jewellery Queen customers to transfer wallet funds by scanning the code.
All wallet transfers made using QR codes are subject to the same conditions as regular wallet transfers, including the 10% transfer fee and £100 per transaction limit.
Transfers via QR code are immediate and irreversible. Jewellery Queen accepts no responsibility for transfers made in error.
Where refunds or store credits are issued under our Refund & Exchange Policy (e.g., for faulty goods), Jewellery Queen may credit the customer’s Wallet rather than refunding the original payment method.
Wallet balances resulting from store credits are subject to these terms and can only be used for future purchases.
Jewellery Queen offers an optional Wallet Auto Top-Up service, allowing customers to set up recurring wallet recharges.
If selected, the chosen top-up amount will be automatically charged to the customer’s selected payment method every 30 days, and the equivalent amount credited to their Wallet balance.
Auto Top-Up will continue indefinitely unless cancelled by the customer or an expiry interval was specified at the time of activation.
Customers can cancel Auto Top-Up at any time via their Jewellery Queen account or by contacting us at info@jewellery-queen.co.uk.
Payments processed under Auto Top-Up are non-refundable once processed, except where required by law.
Jewellery Queen may offer a referral program that allows existing customers to earn wallet credit for referring new customers.
When a referred customer completes their first order, the referring customer will receive a reward of 10% of the referred customer’s order value as wallet credit, subject to any minimum order requirements specified at the time.
The referral reward is applied once per referred customer and only if they register and complete a qualifying order using the referrer’s unique referral link or code.
Referral rewards are credited to the customer’s Wallet and can only be used for purchases at Jewellery Queen.
Referral rewards are non-transferable, non-withdrawable, and cannot be redeemed for cash.
Jewellery Queen reserves the right to modify or discontinue the referral program at any time and to remove rewards where abuse or misuse is detected (including self-referrals or fraudulent accounts).
Customers are not permitted to withdraw funds from their Wallet to any bank account, card, or payment service.
The Wallet is for the sole purpose of prepayment for purchases at Jewellery Queen.
Wallet balances do not expire.
Jewellery Queen reserves the right to discontinue the Wallet feature at any time with reasonable prior notice. In such cases, customers will be given a reasonable period to use remaining balances before closure.
These Wallet Terms & Conditions do not affect your statutory rights under UK consumer law.
Where required, customers remain entitled to reject faulty goods for a full refund within 30 days of delivery.
For any questions about your Wallet, please contact our team at:
📧 info@jewellery-queen.co.uk
These terms apply specifically to approved wholesale clients (“Wholesale Clients”) who use the Jewellery Queen Wallet facility as a means of purchasing goods on credit.
By participating in this facility, Wholesale Clients agree to the following:
The Wholesale Wallet & Credit Facility is available exclusively to pre-approved wholesale customers.
Jewellery Queen reserves the right to determine eligibility at its sole discretion and may withdraw access at any time.
Approved Wholesale Clients may be granted a credit limit, permitting purchases that result in a negative Wallet balance up to an agreed amount.
Wallet credit balances may only be used to purchase wholesale products from Jewellery Queen and cannot be used for retail purchases.
Credit limits will be set individually for each Wholesale Client based on an assessment of trading history and other factors.
Wholesale Clients must not exceed their approved credit limit at any time without written approval.
Payment of outstanding balances is due within 30 days from the date of invoice, unless otherwise agreed in writing.
Payments can be made by bank transfer, credit/debit card, or any other method agreed with Jewellery Queen.
If payment is not received by the due date, Jewellery Queen reserves the right to charge interest on overdue amounts at a rate of 8% per annum above the Bank of England base rate, accruing daily until payment is made in full, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
In addition to interest, we may charge a fixed late payment compensation fee per overdue invoice as follows:
£40 for debts under £1,000
£70 for debts of £1,000 or more but less than £10,000
£100 for debts of £10,000 or more.
These charges are intended to compensate Jewellery Queen for the cost of recovering late payments and enforcing credit terms.
Jewellery Queen reserves the right to suspend a Wholesale Client’s Wallet account and/or place their account on hold if payments are overdue.
In cases of persistent default, Jewellery Queen may take steps to recover outstanding amounts, including legal action if necessary.
Funds credited to a Wholesale Client’s Wallet, whether through payments or credit facilities, cannot be withdrawn, transferred, or refunded.
The Wallet serves exclusively as an internal account for purchasing wholesale goods from Jewellery Queen.
Jewellery Queen may amend these terms at any time, subject to providing reasonable notice to affected Wholesale Clients.
Nothing in these Wholesale Wallet & Credit Terms affects your statutory rights under UK law.
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