Frequently Asked Questions

On this page you'll find answers to some of our most asked questions. Click on your question to expand the answer. If you don't see your question listed below then please get in touch with us. 

I can't find your shop in SoHo?!↓ 

In early 2020, we made the necessary decision to move the Joy Everley business completely online, where we continue to offer fast, friendly service! We are so grateful for the many years we were able to spend sharing the Joy of Jewellery in Newburgh St. 

How will my online order be packaged?↓ 
For all online orders, your jewellery will be carefully packaged in individual boxes and ribboned with lashings of our signature Joy Everley ribbon. All of your items will be packaged together within a larger cardboard box and carefully padded with tissue paper. The larger cardboard box will be secured in an outer casing of waterproof biodegradable wrapping. This outer wrapping will be unmarked for additional security. The parcel will have no 'Joy Everley' branding or 'Jewellery' wording on the outside.

How will my item be delivered?↓ 

Your item will be delivered via Royal Mail through a secure tracked and insured delivery method. Once your item is dispatched, you will receive a unique tracking code which you can use to track your parcel's progress to your delivery address. If your item is being delivered outside the UK you will be required to sign for your parcel upon its arrival.

Do you offer international shipping?↓ 

Yes. Please see our Delivery and Returns page for more information. 

What is your returns policy?↓ 

When a purchase is made on our website, you will have up to 14 days after receiving your purchase to contact us to arrange an exchange or refund. Please see our Delivery and Returns page for more information. Credit Notes are valid for one year from purchase date. 

Where is your jewellery made?↓ 

All of our solid gold jewellery and some of our sterling silver jewellery is made in the British Isles. The rest of our sterling silver jewellery is made by master silversmiths in Northern Thailand. 

How do I use my online Gift Card or Discount Code? 

Once you've selected your items for purchase, simply head to the checkout page and enter your discount code in the box which says 'Gift Card or Discount Code', then click the 'Apply' button. Your discount should now be calculated. 

I have a credit note from your previous SoHo store - Can I transfer my credit note to make an online purchase?↓ 

Yes, you have one year to use your credit note. Simply get in touch with us via telephone or email. We'll ask you a few security questions before creating a unique online discount code for the value of your credit note. Once the online discount code has been created, your in-store credit note can now be disposed of and will no longer be valid. 

I have a question about a specific product.↓ 

If you have any questions please feel free to get in touch with us by email, or by phone on 020 7287 2792.

I once saw something in your shop/I bought an item years ago but it does not appear to be online. Why is this?↓ 

Our website is constantly being updated and our small team is always working on photographing our designs. If you have seen something which is not yet on the website, email us to describe the item and we can arrange for the product to be added to our website for you. If we are out of stock or no longer producing the item, we can always notify you of other options, such as creating the piece through one of our talented workshops.

Can I customise your jewellery to my own preference?↓ 

Yes. We can tailor our pre-existing designs to your own preference. You can choose to change the gemstone (we can source a selection of gemstones for you to handpick) or change the type of precious metal used. We can cast in white, yellow or rose gold, and platinum or palladium. We also offer a full bespoke service. Here, we will help you design and commission a piece of bespoke jewellery completed to your specifications, handmade in London, and hallmarked by the London Assay Office. Read more about Our Bespoke Service.

My ring no longer fits me. Can I have it resized?↓ 

Yes. We can resize all of our rings excluding rings made from vermeil or titanium. Preferably you will have your finger measured in a jewellery store so that we can ensure the sizing is perfect. Re-sizings can take 2 weeks if the design is simple, or 4-6 weeks if the design is more complex/features a gemstone. 

The plating has worn off my vermeil jewellery. Can this be repaired?↓ 

Over time the plating on vermeil jewellery can naturally wear off and you will start to see the Sterling Silver beneath. If you'd like us to re-plate your jewellery please call or email us where we can arrange a quote. 

Alternatively you can send your item by post to us via insured recorded delivery. Again, please get in touch with us via email or phone before sending your item.

Do you have American ring sizes?↓ 

We work with British ring sizes. However we have created a helpful Ring Size Chart which shows a comparison between British, American and French ring sizes. Please note these sizes are only approximate as the sizes do not always directly translate and we would always recommend having your finger sized professionally where possible.