FAQ

1. 1. How do I place my order?

   There are two ways to buy products from Juwelo: On our website or with our android mobile App.

2. 2. When is payment charged to my credit or debit card?

   Your card will be charged at the point of purchase, when you checkout. This applies to all Creation and non Creation jewellery.

3. 3. What methods of payment do you accept?

   We accept payments with the following debit/credit cards: Visa Credit, Visa Debit, Mastercard, Mastercard Debit.

4. 4. Do your prices include VAT?

   Yes, we're based in the UK, so our site shows all prices inclusive of VAT.

5. 5. How much will postage and packaging cost me and will I have to pay customs fees?

   Postage and Packaging is €6.95 (if you spend more than €79 then delivery is free) regardless of how many items you order between 8am and midnight. You can keep adding to your shopping basket as we will consolidate your items into one single order so you only pay the €6.95 shipping charge once.

6. For UK customers: Orders over £135 net (approx. 194€ gross, based on the latest exchange rate) will incur additional customs duties and 20% VAT on delivery.

7. We do not cover these customs fees. To help manage these potential costs, our platform automatically adds a 20% surcharge to purchases over £135. This surcharge is meant to partially compensate for the customs fees that may be applied.

8. 6. How long will it take for me to get my order? Are your delivery dates guaranteed?

   For standard items, we aim to deliver your jewellery within 4–9 working days, although this may occasionally take longer during busy periods. Unfortunately, delivery dates cannot be guaranteed.

   For orders over £135 being shipped to the UK, please note that the purchase may be retained at the border for customs clearance. In such cases, you will receive a letter with the customs fees to pay, which can delay delivery.

   If you have any questions or queries, please contact our customer services team at customerservice@juwelo.com. Please note that delivery times may differ for Creation products.

9. 7. Do you deliver to Northern Ireland, Isle of Wight, Anglesey and Republic of Ireland?

   Unfortunately we do not deliver to the Republic of Ireland, we only deliver to addresses within the UK with a postcode, including Northern Ireland, Isle of Wight and Anglesey. If you reside within the non-mainland areas mentioned you still only pay €6.95 and can take advantage of all the other postage rates offered to mainland UK customers.

10. 8. What happens if I'm not in when you deliver?

    Most of our products are dispatched by our nominated carrier and will usually require a valid signature as proof of delivery (POD). If you are not in when your goods arrive by courier, a card will be put through your door giving details of the attempted delivery as well as contact details for the courier company. You will need to contact them to arrange another delivery time. If this fails, the goods will be returned to Juwelo. Please try and provide us with an address where there will be someone available to sign for the delivery, for example we can deliver to your place of work if that makes things easier for you.

11. 9. How do I track my order once it has been dispatched?

    When we dispatch your order, we will send you an email notification confirming its dispatch and providing an estimated delivery date. This email will include a tracking number and details of the courier handling your parcel. You can use the tracking number on the courier's website to monitor the status of your order.

12. 10. What should I do if I receive damaged or incomplete goods?

    Please contact our customer services customerservice@juwelo.com. You will be entitled to a replacement (if stock is available), exchange or a full refund including the cost of postage. As per normal we will ask you to return it to us via Royal Mail Special Delivery. While we will cover this cost, we will not be held responsible for meeting the cost of return by any other method or any loss in transit that may occur.

13. 11. How do I obtain a refund for returned goods?

    We provide refunds as per our terms and conditions. Please see our Returns Policy for further details.

14. 12. I am new to internet shopping and would like some help, what should I do?

    Just contact our friendly customer services team customerservice@juwelo.com.

15. 13. Can I have my ring re-sized?

    At Juwelo, we offer a wide selection of rings in various sizes, ensuring the perfect fit for everyone. As a complimentary service, we provide free ring resizing on orders over €99! Once you’ve received your order confirmation, simply email us at customerservice@juwelo.com to request a resizing. Our team will promptly reach out to confirm the adjustment and provide you with an updated delivery.

    In general, we can adjust most rings. However, this depends on the ring model. Rings with many accent stones on the side are of course more difficult to adjust than rings with a single gemstone, however you can contact our customer services team at customerservice@juwelo.com who will be able to let you know if your ring can be re-sized.