FAQs
Your Order
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My order has not arrived?
We obviously endeavour 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.
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Do you include invoices or prices in the order?
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.
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I made a mistake, can I cancel my order?
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.
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Are your gem stones conflict-free?
All Julian Stephens’ diamonds are GVS1 quality unless stated otherwise. Diamonds 1ct and above come with a certificate from GIA, HRD, or IGI. Our diamonds are conflict-free, sourced legally, and comply with UN resolutions. We guarantee their conflict-free status based on supplier assurances.
Delivery & Shipping
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I made a mistake, can I cancel my order?
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.
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How long will it take to get my jewellery?
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.
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Do you include invoices or prices in the order?
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.
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Do you charge for delivery?
We offer free delivery on all UK orders. Since January 2017, international orders have shipping charges based on purchase value and destination. Contact us for delivery prices before or after ordering. UK orders are shipped via ‘Special Delivery’ at no extra cost, which is insured and highly reliable.
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Do you ship internationally?
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
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Will someone need to sign for my package?
Yes, all items are sent special delivery and need to be signed for.
Returns
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Do you offer free returns?
All our products have a 28-day return policy. If you’re unhappy with your jewellery, we’ll help find a replacement. Refunds are at our discretion, and bespoke items are non-refundable. Credit notes are also at our discretion. Broken or faulty items will be replaced or credited if the issue is due to manufacturing defects, not wear and tear. Returned items must be unworn and in original packaging. Earrings cannot be returned for health reasons. To return or exchange, send the item by registered post with insurance for the invoice amount, including postage. Include your name and address on the package. Send returns to Julian Stephens Limited, 37 Gloucester Road, Brighton, East Sussex BN1 4AQ, UK. Notify us upon receipt with reasons for the return. Items must be returned within 30 days in their original condition. Custom work, special orders, and engraved items are non-refundable unless there's an error on our part. Postage, handling, and insurance costs will be refunded only if we fail to meet our obligations.