FAQ

How will my jewellery packaged?

Your jewellery will arrive in a envelope beautifully tied with a ribbon. Please make good use of the To: and From: on the front of the packaging – I really love it when customers really personalise the packaging themselves.

“A very pretty package arrived, big big thank yous again, I love it.” AG. London

When will my jewellery arrive?

Upon receipt of your order an email confirmation will be sent to the email address provided. Please keep this email; it contains your order reference number which you may need at a later date.

The arrival of your jewellery really depends on your postal selection. Please see the next section!

“Thanks for all your help. It really is a pleasure to buy things from people that genuinely seem to care about the person buying their items. I’ve not experienced customer service like this in a very long time, and think it’s always good to tell people when they have exceeded expectations. Thanks and I am sure our friend will love this for her birthday present!” LF. Brighton.

How much is postage?

UK Shipping is £7.95 and Worldwide Shipping is £15

Please note

All Sterling Silver and Gold Vermeil charm jewellery is custom-made and shipped to you in 6 working days or less.

All engraved and stone set Sterling Silver, and Gold Vermeil jewellery is custom-made and shipped to you in 4 weeks or less.

All Solid Gold charm jewellery is custom-made and shipped to you in 4 weeks or less.

All engraved, and stone set Solid Gold jewellery is custom-made and shipped to you in 5 weeks or less.

International orders may incur additional customs or import duty charges depending on the destination country. Please note that we do not cover these costs; therefore, you will be responsible for them. Unfortunately, as these costs are beyond our control and vary between countries, we cannot advise before shipment how much they will be. If you would like to find out how much these charges will be, we recommend contacting your local customs office before placing an order.

How will my jewellery be posted?

For domestic postal options, we use Royal Mail Special Delivery and requires a signature on delivery. International postage is sent using Airsure. Your jewellery is trackable through the Royal Mail website.

Are there any addresses you cannot deliver to?

We are currently not able to deliver to P.O. Boxes or military bases.

How do I pay for my jewellery?

We accept online payment by credit or debit card in a secure environment provided by RBS Worldpay. And currently accept the following: JCB, MasterCard, Maestro, Solo, Visa, Visa Electro.  Alternatively you can pay using Paypal.

Can I have a discount if I buy a collection of charms?

We love for you to make up your own necklace and very happy to offer discounts for a collection of charms. Email orders@biancajones.co.uk to chat about your piece.

Do you take design suggestions?

Sure anytime.

Can I buy a gift voucher?

Yes, please email orders@biancajones.co.uk for details.

How can I contact you?

Either by emailing orders@biancajones.co.uk or calling 07983 433 550 between the hours of 10am to 6pm, Monday to Saturday.

How can I personalise my jewellery?

Please contact us for possible suggestions of personalisation, such as engraving or birthstones.

How do I care for my jewellery?

Your precious items deserve to be looked after to ensure they stay looking their best. Follow these tips to keep your jewellery looking lovely for longer.

Always put your jewellery after applying make-up and scent as these will tarnish your pieces.

Check that fastenings are secure on necklaces and bracelets and that butterflies are tight on earrings, especially when changing clothing.

Take jewellery off before undressing to avoid catching it on clothes and pulling on any links or catches.

And I know it’s tempting to wear your jewellery in bed, while swimming, showering or at the gym but it should be avoided.

When not wearing your jewellery, always keep each piece separately in a soft pouch so that it won’t scratch or be scratched by other pieces.

If you have any doubts or concerns about your jewellery at all – please get in touch!

What is the returns policy?

We want you to be as happy as possible, so we offer 14 days for you to decide. We regrettably do not accept returns on earrings due to hygiene reasons, nor do we take any made to order pieces back

Please ensure to return your jewellery in perfect condition, then we will refund you the original price of the item(s) but not the shipping and handling costs. The item(s) needs to be returned in perfect condition and with the Bianca Jones packaging and tags to be eligible for the refund. Please ensure that the item(s) is correctly packed for transportation and sent by trackable postage, you are required to keep proof of postage WHICH MAY BE REQUESTED. Bianca Jones reserve the right to refuse any refund and will not accept responsibility for the non arrival of returned goods unless sent as stated.

What if my jewellery arrives damaged?

If the item(s) are damaged or faulty a full refund including shipping and handling will be given. Please email orders@biancajones.co.uk within 3 working days to orders@biancajones.co.uk. If you do not then we are not able to offer the said refund. Please ensure that the item(s) is correctly packed for transportation and that you keep proof of postage WHICH MAY BE REQUESTED. Bianca Jones reserve the right to refuse any refund.