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FAQ's

FAQ's

TOP 8 FREQUENTLY ASKED QUESTIONS

Your order could be in a couple of places: our warehouse, awaiting dispatch, with the courier on its way, or delivered.

Once we ship out your order, you should have received a confirmation email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email. If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History' and sending us a msg through Contact Us

If you have ordered more than one item online, your items maybe arriving from different locations. If your expected delivery date has passed, then please contact us by going to Contact Us tab on this page and we will sort it for yo

If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. All our jewellery undergoes a quality control check before we ship it on both the setting and the stones so this must have occurred en route to you. Please head over to our Contact Us section so we can get this fixed ASAP or email us with the following information: Your name Order number Product name and code Picture of the fault Description of the fault (The product name and code can be found on your original order confirmation email). If you contact us via the 'Contact Us' form unfortunately you won’t be able to attach the image on the form just yet. 

 We will get this fixed for you ASAP just head over to our Contact Us section or email us with the following information: Your name Order number Product name and code of the item ordered Product name and code of the item received Picture of the incorrect item and a description of the incorrect item received If you contact us via the 'Contact us' form unfortunately you won’t be able to attach the image on the form just yet. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible. RETURNS You've got 7 days to send something back to us from the day you receive it. Please make sure the item is in its original condition and packaging. On average your refund can take up to 21 days to show in your account, that’s posting back, processing and the refund going through the bank system. Unfortunately, we can't offer refunds on pierced jewellery for hygiene reasons.


We offer easy returns in 3 easy steps:

1. Contact us for a returns authorisation.


2. Once we have processed your return, you will receive a returns email authorisation and delivery details from us, repack your items with a copy of the confirmation email.


3. Go to your nearest post office with the delivery address and make sure you keep proof of postage and tracking! Keep an eye on your return tracking. You'll get an email once we get it back but if you've not heard anything in 14 days, give us a shout and we'll have a look for you.

Payment options We accept the following payment cards: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron and American Express. We also accept PayPal and Colour Addict Gift Vouchers. When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. Gift Vouchers If you've been gifted a Colour Addict voucher/gift certificate, then yes we accept those as form of payment as well.

Pop your code into the ‘Redeem Gift Voucher’ box at the checkout page and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift certificate, don’t worry. The balance remains on your voucher for next time. We're currently working hard on our gift vouchers so unfortunately they're not currently available for purchase through our website but they will be running soon.

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