UK DELIVERY

WORLDWIDE DELIVERY

FREE EXCHANGE
We know sizing can be an issue so for all returnable items we offer a free exchange until it fits within 30 days or for gift items within 45 days. Between 1st November and 31st December the exchange period is extended up to 31st January the following year provided items are still in their original condition and the security tag has not been removed.
RETURNS
If for any reason you are not satisfied, you may return an item in its original condition with the security tag intact, within 30 days of the date of shipment for a refund. Between 1st November and 31st December the return period is extended up to 31st January the following year provided items are still in their original condition and the security tag has not been removed. Buyer pays return postage. Bespoke, altered, personalised or made to measure Jewellery is non-returnable.
WARRANTY
All of our products come with a one year warranty plus our 30 Day Easy Replacement policy. Whether by unfamiliarity, accident or fault, most issues happen in the first 30 Days of purchase, often after only a few times of use. This will naturally be very disappointing, therefore regardless of the reason, we aim to fix this quickly and efficiently within one or two days. Simply email us a photo of the item and we will send a replacement along with a pre-paid return envelope for returning the item, which you simply drop off at your nearest Post Office. Outside the first 30 Days but within the first year, we still have you covered, but you will need to send the item back to us where it will be inspected by our workshop.
REFUNDS
Items returned within the valid return periods and where the security tag is intact and the item is in its original condition we aim to process a full refund or exchange within 2 to 7 Days. Items returned where the security tag has been removed will will be inspected under the microscope by our workshop. If the item is still in its original condition then store credit will be issued. Items that have been used and are not in their original condition will generally not be refunded. However, at our discretion, we can make a deduction for the loss of value to faciliate an exchange to something else. Returns that are rejected can incur a handling fee and return postage. Items returned due to Refusal to Sign, Collect or rearrange Delivery or other Non-Delivery issues will incur a £10 Non-Delivery handling fee before being refunded.
CANCELLATIONS
Our systems are highly automated and orders can generally only be cancelled within 60 minutes after placing your order. Orders that are already in the Packing status cannot be cancelled by us and you will have to return the items back to us to cancel.

If I order today will I receive the item by tomorrow?

We offer next day delivery in the UK. You can select DPD, Royal Mail or DHL next day delivery options at step 3 during checkout. Orders received before 2pm (4pm Royal Mail) will be dispatched the same day (Mon – Fri). If you require Saturday delivery, then please select the Royal Mail Saturday delivery option.

I would like to return an item

There is no problem to return so long as the security tag has not been removed and the item hasn’t been used. Please send everything back to the address listed below via Royal Mail. Make sure you include your order ID. Please note it isn’t possible to return bespoke items after they have been made by our workshop.

Jian London Customer Services,
3 Copperhouse Court, Milton Keynes
MK7 8NL, United Kingdom.

I would like to exchange an item

There is no problem to exchange so long as the security tag has not been removed and item hasn’t been used. Please put the item (without the box) in the velvet pouch and send this pouch in a padded envelope using the peel off address label provided at the bottom of your delivery note, or to the address listed below via Royal Mail.

Please make sure you include your order ID and a note of the size/item exchange you require. A replacement will be sent once we receive the return. We recommend you use trackable delivery service. Please note it isn’t possible to return bespoke items after they have been made by our workshop.

Jian London Customer Services,
3 Copperhouse Court, Milton Keynes
MK7 8NL, United Kingdom.

Payment has been taken from my account but the order has not gone through

If there was a mistake in the checkout process it may appear as if your account has been charged even though the order has not gone through. This may appear as a pending charge. However if, for example, your billing address was entered incorrectly, your bank will NOT allow a transfer of funds and this pending charge will soon clear, and the money will not leave your account.

Banks do rigorous checks before authorising payment, and so all billing and card details must be as they appear in your bank statement or else the money will not be able to leave your account. Please ensure these details are correct to allow a successful transaction.

I have received a different ring from the one I have ordered

If you have ordered a bespoke ring then what you have received is most likely a replica version. We send out sterling silver replicas of our bespoke gold and platinum items because these are custom made to fit and take 2-6 weeks to be made. We understand there may be a time-sensitive occasion, or perhaps the ring size needs changing, so we first send a replica for people to try on for size and style.

I have received a second ring

If you have ordered a bespoke ring then what you have received is most likely a replica version. We send out sterling silver replicas of our bespoke gold and platinum items because these are custom made to fit and take 2-6 weeks to be made. The one you are now receiving is the ring that has been crafted specifically for you in our workshops.

My item has broken - how do I get it repaired?

Please put your item (without the box) in the velvet pouch and send the pouch in a padded envelope to the address listed below via Royal Mail. Please make sure you include your order ID and our workshop will take a look and get this fixed.

Jian London Customer Services,
3 Copperhouse Court, Milton Keynes
MK7 8NL, United Kingdom.