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. 

How will my 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 I 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 parcels 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 purchased is made on our website, you will have up to 14 days after receiving your purchase to contact us and arrange an exchange or refund. Please see our Delivery and Returns page for more information. When a purchase is made in-store, we will offer you an Exchange or a Credit Note within 14 days with the original till receipt. Credit Notes are valid for one year from purchase date. This does not effect your legal rights to a refund replacement, repair etc. should the item prove to be faulty or wrongly described. For further information please contact the Trading Standards Department of The Local Authority in which you reside.

Where is it 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 purchases 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 then be calculated. 

I have a credit note in-store but I'd like to use it online. Can I transfer my credit note to make an online purchase?↓ 

Yes. 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 will be disposed of and will no longer be valid. 

I purchased an item online but would like to make an exchange or refund in-store. Is this possible?↓ 

If you made an online purchase and would like to exchange an item or arrange a refund in person, then you are welcome to visit our store in Soho to return the item as per our Returns Policy found on our Delivery & Returns page. All refunds or partial refunds of online purchases will be processed online and refunded to the same bank account you used to pay for the items. It may take up to 7 days for the funds to reach your account.

I work nearby, can I collect my online purchase from your shop in Soho?↓ 

Yes. If you would like to collect your item in person then choose the shipping option to 'Collect in Person' on the shipping page of the checkout process. Please allow up to 24 hours for us to carefully process and pack your dazzling new purchase before coming in to collect. 

I accidentally selected 'Collect in Person' but I'd like it to be delivered.↓ 

Oh dear. Please give us a call to confirm your delivery address and arrange additional payment for the delivery of your item.

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've seen something in your shop but it does not appear to be online. Why is this?↓ 

Our website is quite new for us and our small team is constantly working on photographing all of our designs for the website. With so much to see in the shop, this can sometimes mean that you might have seen something instore that is not shown online yet. Don't worry though, we're happy to add your item to our website for you to purchase online. Simply give us a call, or email us to describe the item and we can arrange the product to be added to our website for you. Alternatively you can arrange a purchase over the phone for purchases under the value of £150. 

I love one of your designs, but it's not quite right. Can I customise your jewellery 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. We prefer to measure your finger in our shop so that we can ensure the sizing is perfect. Re-sizings can take 2 weeks if it's a simple design, or 4-6 weeks if the design is more complex or if the features a gemstone. 

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

Overtime the plating on vermeil jewellery can naturally wear off and you will start to see the Sterling Silver beneath it. If you'd like us to re-plate your jewellery please bring the item into our shop where we can arrange a quote. 

Alternatively you can send your item by post to our shop via insured recorded delivery. 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 directly translate.