Welcome to our Help Centre


Q: How do I return an item?

A: RETURN ITEMS FREE OF CHARGE - EXTENDED TO 180 DAYS We have temporarily extended our FREE RETURNS GUARANTEE up to 180 days on orders placed from 18th March...Read more

Q: What do I do if an item is missing from my order?

A: If you have received your order and an item is missing or incorrect, please call our contact centre on 0345 100 1122 or 0121 200 2120 and we'll work...Read more

Q: How do I return faulty items?

A: For items that have been received faulty/ developed a fault, in the first instance, contact our customer service team on either 0345 100 1122 or 0121 200 2...Read more

Q: Can I exchange an item?

A: If you are returning an item within 30 days (excluding cut metal such as wire, sheet or chain) and would like an exchange, then the following process...Read more

Q: Can I return a special order?

A: We regret to advise that some special order items will not be accepted for return. This includes: Some cut bullionPiercing related products (such as ear...Read more

Q: Can I cancel a stocked order?

A: You may cancel stocked orders by giving us notice of cancellation within 30 days of the date of ordering, for manufactured orders please contact us. Such...Read more

Q: I've been sent an incorrect item. What do I do?

A: If you believe items have been sent incorrectly, please can you contact our customer service team on either 0345 100 1122 or email us. We will then...Read more

Q: Can I return an item more than 30 days old?

A: If you want to return items that were bought more than 30 days ago, we may still accept the item but there may be an administrative charge and exclusions...Read more

Q: How do I return an item from an address outside the UK?

A: If you are an export customer but would like to return an item to us for a refund please contact us and we will advise you of the best process to get...Read more

Q: If I'm self-isolating, how do I return a product?

A: We understand that some of our customers are self-isolating and we have extended our free returns from 30 days to 180 days, However, due to challenges...Read more

Q: How do I get my refund?

A: Refunds will be credited to the card or the monthly account used for the original order. ...Read more

Q: How long does a return take to process?

A: If you request a refund, this will be normally processed within one working week. If you are returning an item within 30 days and would like an exchange,...Read more

Q: If I’m self-isolating, how do I return a product?

A: We have extended our free returns from 30 days to 180 days, If you have a return please contact 0345 100 1122 and our team will help you manage your...Read more