Welcome to our Help Centre


Q: How do I return an item?

A: Return items FREE OF CHARGE To return an item to us, please click one of the links below based on the size and value of your parcel. If your parcel is...Read more

Q: Can I exchange an item?

A: If you are returning an item within 30 days and would like an exchange, then the following process will apply: You will need to return the item with a...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: 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 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: 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: 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: 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: 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 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