Contact Us and FAQ's

Please see the list of common questions and answers, hopefully it will help you with any query you have.

If you need to ask us something else or have a query with an order drop an email to info@julianstephens.com or call us on +44 1273 692110 and we will be on-hand to deal with all enquiries.

Delivery and Shipping

Q:

Do you charge for delivery?

A:

No we offer FREE Delivery on all items sent within the UK.

As of January 2017 all International orders will incur a shipping charge, the charges vary depending on the value of your purchase and the country it will be delivered to. Please contact us if you want to check prices for delivery before or after you have placed your order.

All items shipped to the UK are delivered by 'Special Delivery' at no extra charge. This Guaranteed Service is insured and is extremely reliable.

Q:

How long will it take to get my jewellery?

A:

Most items are hand-made and it can take 3-4 weeks, If you have a special date for the item please get in touch with us and we will do all we can to help.

Q:

Do you ship internationally?

A:

Yes, we are able to offer shipping to the countries listed below. Please note from January 2017 all International shipping will be subject to postage charges which vary depending on the destination and value of the item purchased.

  • Austria
  • Australia
  • Belgium
  • Bulgaria
  • Canada
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands, The
  • New Zealand
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • United States

Q:

Will someone need to sign for my package?

A:

Yes, all items are sent special delivery and need to be signed for.

Your Order

Q:

Help! My order has not arrived?

A:

We obviously endeavor to get all orders dispatched and delivered on time. However, if you think your item has not arrived within the stated timeframe, please contact us, quoting your name and order number. We will track down the item.

Q:

Do you include invoices or prices in the order?

A:

Don’t worry, your secret’s safe with us. We do include a despatch note inside the box but never include price details. If you do need a copy invoice, simply lets us know and we’ll email one over.

Q:

Whoops! I made a mistake, can I cancel my order?

A:

We all slip up, no need to worry. Do get in contact with our Support Team toot-suite and we’ll do everything we can to stop it. Sometimes we can’t so please don’t hate us. Worst-case scenario; you can return it to us (for free) for a full refund.

Q:

Do I need to create an account?

A:

Short answer: No.

Long answer: When you first enter the checkout process you’ll be presented with the option to complete your transaction as a ‘guest’ without all the bother of creating an account. However, if you change your mind and want to get all the cool account benefits (like faster checkouts, notifications of offers and new products etc.), you’ll be offered the chance to upgrade the initial ‘guest’ checkout as an account at the end of the purchase.

Or you can by via Paypal and there are no details to enter at all.

Q:

I’ve forgotten my account password - how do I reset it?

A:

Follow the reset your password link and enter your email address and hey presto - a new password will arrive in your inbox!

Returns and Refunds

Q:

Do you offer free returns?

A:

All of our products come with a 28-day return policy. If for some reason you are unhappy with your choice of jewellery Julian Stephens Limited will make every effort to help you find a suitable replacement. Refunds will be given at the discretion of Julian Stephens Limited.

One-off commissions and bespoke items are non-refundable.

Credit notes will be issued at the discretion of Julian Stephens Limited.

Goods, which have been delivered broken or are faulty, will be replaced or credited provided the damage occurs prior to delivery or if it is clear there is a manufacturing fault. Items considered to have been, mistreated or damaged, through wear and tear, will not be replaced free of charge or credited. All jewellery items to be credited for must be returned unworn and in the original packaging.

Earrings are non-returnable and non-refundable for health and safety reasons.

To return or exchange an item, you must: - Return the item unworn - Return the item with it’s original packaging - Package the item responsibly and send it by registered post. For your protection, please insure the package for the full amount of the invoice plus the cost of postage. Julian Stephens Limited is not responsible for items lost or damaged during posting - Clearly print your name and address on the outside of the package

Post your returns to: Julian Stephens Limited, 37 Gloucester Road, Brighton, East Sussex BN1 4AQ, UK

Julian Stephens Limited must be notified upon receipt of the item with reasons for the requested return. The item must be returned within 30 days of the delivery date.

Each item must be returned in the same condition as it was sent, unworn and undamaged. Damaged goods due to client negligence will not be accepted for refund.

ADDITIONAL NOTES

Custom work, special orders, or personalised and engraved items cannot be refunded unless there is an error on behalf of Julian Stephens Limited. Postage, handling and insurance costs will be refunded only if Julian Stephens Limited has not fulfilled its obligations.

Ethical Diamonds

Q:

Are your gem stones conflict-free?

A:

All of Julian Stephens’ diamonds are graded at GVS1 quality and clarity unless otherwise stated. Diamonds at and above 1ct in size come with a certificate of guarantee by, the GIA, HRD or IGI, the world’s leading gemological laboratories. The diamonds we source have been purchased from legitimate sources not involved in funding conflict in compliance with United Nations resolutions. Julian Stephens Limited hereby guarantees that these diamonds are conflict-free, based on personal knowledge and/or written guarantees provided by the supplier of these diamonds .

All gemstones are sourced and selected from the best quality stones from our suppliers at the time that the order is placed. Colour and clarity can change from order to order due to the nature of the raw material. We will always endeavour to find the perfect stone for you but on occasions we may not be able to due to lack of material or cut of the stone. In such an instance we will notify you before proceeding with your order.