We hope that all the information provided below answers any queries you may have. If however you are still unsure, please e-mail firstname.lastname@example.org and we’ll be more than happy to answer your questions.
Is it safe to order online?
Your order and personal information is protected and encrypted in a secure host environment provided by our payment provider Sage Pay. Sage Pay is fully compliant with payment card industry data security standards (PCI DSS).
What payment methods do you accept?
We accept Visa, Visa Debit, Visa Electron, MasterCard, American Express and PayPal.
How will I know if my order has been processed?
Once you have completed your order you will be sent an email confirmation within 24 hrs. If you do not receive an email within 24 hrs, please get in touch at email@example.com
Can I cancel my order?
If you wish to cancel your order please contact us immediately at firstname.lastname@example.org otherwise your order may have already been processed.
I need my order urgently what do I do?
If you require your item urgently please contact us via email email@example.com and every effort will be made to dispatch your item as quickly as possible.
Can my order be sent to a different address from my billing address?
Yes, at the checkout you will be given the option to add a different delivery address. If your item is a gift for someone and you would like to include a personal message please email firstname.lastname@example.org quoting your order number.
How will my order be packaged?
All items are packaged in Jitterbug Jewellery branded gift boxes. Whilst we make every effort to ensure your item is received to the high standard it was sent, we cannot be held responsible for the condition in which you receive the package.
How long will it take to receive my order?
As all orders are handmade to order, we aim to dispatch items between 1-2 weeks from you placing the order. unless otherwise stated. Should you need an item for a certain date or special occasion please contact us to discuss your requirements further.
For UK Delivery, items will arrive the next working day with ‘Special Delivery’ from when your order is dispatched; For International Delivery your order will arrive within 7-10 working days.
How much will delivery cost?
For Next Day Delivery orders sent within the UK are done via Special Delivery, which is a fully trackable service and requires a signature on arrival. A delivery charge of £4.99 will be added to your order at the checkout.
For International Delivery we send orders via Royal Mail Air Sure, which is a trackable service. A delivery charge of £12.00 will be added to your order at the checkout.
What should I do if my delivery is delayed?
If your delivery has been delayed, please contact us and we will provide you with the tracking number to track your item with Royal Mail. Items are not considered lost by Royal Mail until 20 working days after the date of dispatch for items delivered within the UK and 30 working days for international items. We are unable to replace any items that have not been received, but marked as delivered. If an item is lost, or damaged the claim for compensation must be filed with Royal Mail, unfortunately we cannot be held responsible for goods that are delayed or lost in transit.
Will I be charged additional customs taxes and import duties?
Should you live in a country that charges customs or import duties, these would be charged once the parcel reaches its destination. The recipient of the parcel must pay for these charges, unfortunately we cannot advise on these prices as customs policies and import duties vary widely from country to country. We would recommend seeking further advise from your local customs office before placing an order.
The item(s) in my order arrived damaged, what should I do?
Every effort is made to ensure that your jewellery is packaged securely and arrives in the condition in which it leaves us. If for some reason you should receive items that are not in perfect condition, please contact us within 24 hrs of receipt. E-mail email@example.com quoting your order number.
How will my order be packaged?
All items are packaged in Jitterbug Jewellery branded gift boxes. Whilst I make every effort to ensure your item is received to the high standard it was sent, I cannot be held responsible for the condition in which you receive the package.
My order is a gift for someone, is it possible for it to be sent straight to them?
Of course, at the checkout you will be given the option to add a different delivery address. If you would like to include a personal message with your order please e-mail firstname.lastname@example.org immediately after placing your order.
Help! I need to buy a gift for my girlfriend/wife/mother/sister/aunt, what would you suggest?
No problem I’m here to help. If you are stuck on what to buy or are finding it hard to decide, please do not hesitate to get in touch and I’ll be more than happy to advise you.
What is your returns policy?
I hope that you are delighted with your purchase, but if you are not completely satisfied with your jewellery, you can return it for a refund or exchange within 7 days of receipt.
To return your item, simply e-mail email@example.com quoting: your invoice number, name and address, details of the product and the reason you wish to return the item. Please see Returns on the website for more information.
For reasons of hygiene, I'm unable to offer refunds or exchanges on earrings. In addition, I am unable to offer refunds or exchanges on custom-made products unless they are faulty.
I would advise that you send all items via Royal Mail Special Delivery, or another secure method of postage, as Jitterbug Jewellery cannot be held responsible for non-delivery or damage of returned goods.
How should I care for my jewellery?
Always apply perfumes, lotions and potions before you put your jewellery on. Store your jewellery separately and ideally in its original packaging.
If you'd like more tips on how to care for your jewellery, we have produced a free jewellery care card that we can send straight to your inbox - just sign up to our newsletter at the bottom of the page.
What is Gold Filled?
Gold filled is an actual layer of gold pressure bonded to another metal. Gold filled is not to be confused with gold plated. Gold filled items have a much thicker layer of gold on them, and the gold is a much higher quality. It is tarnish resistant, does not flake or rub off or turn a different colour.
What is Gold Plated?
Gold plated is where you have a thin layer of gold plated to another metal. This is created by electroplating a base metal such as brass with the layer of gold, a chemical process that uses an electrical current to bind the two metals together. The term 'Vermeil' is used when this process is used to plate the gold to sterling silver.
Are your stones real?
Yes. All the stones that I use are semi–precious or precious gemstones. For further information on these stones please visit the Gemstone section on my website.
Do you offer different size bracelets/necklaces to the ones stated on your website?
Yes. If you would like to purchase an item in a different length, then please get in touch via firstname.lastname@example.org and I’ll be more than happy to advise you. Designs made to a specific length may incur an additional charge dependent on the length required.