Please note that none of the following terms and conditions affect your statutory rights. These terms and conditions can be changed at any time by jewel*lab without notice.

Customer Services Contact Details

Please contact us using the form provided

1. Delivery

The purchased goods should reach you within the stated delivery dates specified for each product. If you are ordering a couple of products and some of them are not currently in stock (made to order) the delivery time will be calculated based on the product that takes the longer to deliver. Typically, delivering goods made to order takes approximately 10 working days longer than the delivery of stock items. We advise you to make separate orders for items in stock and made to order.

In the event of delivery not being possible within 14 working days (UK) (21 days elsewhere) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive a full refund of monies paid if that is your desire. We will endeavour to deliver your products as soon as possible.

Typically used forwarding services:
UK delivery - Royal Mail Special Delivery Next day
Delivery can be expected withing 3 working days of placing an order for stock items and within 14 working days for items made to order. Special Delivery Next day provides 99% UK coverage, online tracking and up to £2,500 compensation

Rest of Europe and rest of the World - Royal Mail Airsure
Delivery can be expected withing 3-7 working days of placing an order for stock items and within 21 working days for items made to order. Airsure offers priority handling in the UK and abroad, online tracking and delivery confirmation, coverage of 30 destinations worldwide and up to £500 compensation

2. Returns - 7 day Money Back Guarantee

We take pride in the products we offer and we would like you to be entirely happy with the items you order. We offer 'no quibble' Money Back Guarantee if you return the goods within 7 working days of the receipt of the items
The only condition is that the seal securing the item must be intact. We will undertake to return your payment within 30 days, in fact, in situations where the item has not yet been sent we will return your payment straight away. In situations where you have already received the order we will return your payment as soon as we receive the item back. You may be responsible for the cost of returning the goods (described in the returns section below) and the initial postage of the item to you. Please note that certain items may be subject to a re-stocking fee (typically in the region of £10 - £20).

Returns process steps:
1. contact us first by using this form - We will supply you with the appropriate address to return your products. Please also enclose your written intent to cancel, reasons to cancel, your contact details as well as the order details (product and order ID)
2. return the products within 7 days of receipt
On receipt of goods we will arrange for a refund, repair or replacement within 30 days. A refund is done within 1-2 day from the receipt of goods. If you are excercising your right to cancel your order within 7 days, you are responsible for the cost of returning the order.
The repair or replacement may take up to 30 days and we will be in touch with you and provide you with updates.

Repair/ Replacement:
If the item was in any way broken or faulty on delivery, we will provide you with a new equivalent product. Please be patient with the lead times, especially for items made to order.
If the product was broken or faulty because of your mishandling it, the good’s repair costs will be assessed by supplier and after receiving your email consent, the good will be repaired and dispatched to you. If the item is not repairable, Jewelab will send it back to you on your cost.

3. Credit Card Payments

We use secure Web Pages and offer the use of our secure real time credit card transaction WorldPay server.
We reserve the right to refuse to supply to individuals whose credentials cannot be verified. We will use discretion in these matters and will not authorise payment or supply unless we are completely satisfied that the order is legitimate.

When payment details are provided to us and you do not make payment via our secure real time credit card transaction facility we will not process the payment until we know that the order is in stock.

4. Confirmation of your order

Once the order has been placed, we will send you an email confirmation including products ordered and prices. If the products are out of stock and cannot be made to order we will notify you and cancel the order.

5. Receipt

The order confirmation acts as a receipt. We will be pleased to provide any additional documentation you may require.

6. Contact

Unless you object, we may use information you give us to provide you with information about goods and services offered by us and other organisations with which we have a business relationship. We or they may contact you by email, telephone or other on-line or interactive media. If you prefer not to receive such information, you can unsubscribe from all future promotional correspondence at any time.

7. Complaints

Complaints should be made initially by using this form and they will be taken up from there. We will normally expect to deal with complaints by email. Complaints will be acknowledged within 5 working days. Your complaint will be dealt with fairly and confidentially. Throughout the period of a complaint about an issue, we will keep you fully informed of progress.

8. Website Accuracy

Our website design team work extremely hard to make sure our website is as accurate as possible and in order to achieve this our website is updated on most days.
However, we cannot guarantee the accuracy of information supplied, especially such things as special offers, which may change without prior notice.
Pictures of products are as a representation only and should be used only as a guide. Specifications and/or colours of products may change without prior notice.

9. Guarantee

Jewellery items come with a 12-month manufactures warranty. This warranty does not affect your statutory rights which cannot be excluded or restricted at law.
If you would like to return faulty goods executing your guarantee tights, please follow exactly the same steps as for Returns.

10. Privacy

We believe in protecting your privacy. Read the Privacy Policy for the full details.