FAQs

Delivery and Returns Information

What sets a Jessica de Lotz piece apart from other jewellery?
JdL Jewellery is made personally by Jessica de Lotz in her London studio. If you’re looking for an emotive piece of jewellery that tells a story - most importantly your story - you will receive a unique piece that you have a true and purposeful connection with, that we hope will become a piece of your personal story for years to come. 

How long does a JdL piece take to make? 

Each JdL piece is individually handmade to order with love and care in our London studio. We are currently requesting that customers allow 4 weeks for delivery of their order, owing to delays with our local suppliers, due to the impact of COVID-19.

If you require something more urgently, please get in touch and we will see how we can best accommodate your needs

Bespoke orders - including Jeweller for Life seals and bespoke engagement rings - may take longer. If you have a time-sensitive request, please contact us.

Once you've placed your order, we will send you an email letting you know when we have dispatched your order. 

I need an item sooner, can you help?
If you need to receive an item sooner, please contact us to discuss possible options. We can offer thoughtful “IOU” gift ideas while your piece is being lovingly made. 

How long does UK delivery take?
We ship all orders via Royal Mail’s Special Delivery service - please ensure that someone is present to accept delivery, to avoid delays in receiving your JdL order. 

  • UK delivery is a £10 charge for orders up to the value of £500. All items will be sent via Royal Mail Next Day Special Delivery (please allow for production time, as above). UK delivery is free for orders over the value of £500.
  • Courier services can be booked by special request - please note this may incur additional charges. 
  • In-store Collection: Don’t forget you can collect your order from the JdL London store for free, where possible. We love to meet our customers in person - come visit us!

 

How will the order be packaged?
We send each item in our branded JdL packaging. We’ve stripped back on our wrapping more recently, moving over to a more sustainable supplier. Should you wish to receive your order in unbranded packaging, please email us with your order reference, so that we can arrange this for you.

What are your International delivery times and prices?
All international orders are sent via Royal Mail’s Tracked service, which includes insurance. We will send you an email letting you know when we have dispatched your order.
Europe

  • £15 for all orders - Items will be sent via Royal Mail Airmail Tracked & Signed, where possible. Where this is not an option, they will be sent using a Royal Mail Airmail Tracked service.
Please allow up to 5 working days to arrive, however please note this is dependent on local postal services in your country. 
Rest of the World
  • £18 for all orders - Items will be sent via Royal Mail Airmail Tracked & Signed, where possible. Where this is not an option, they will be sent via Royal Mail Airmail Tracked service. Please allow up to 7 working days to arrive. However, this is dependent on local postal services in your country.

Please note: As a  customer, you are responsible for paying any customs and duty or taxes incurred in the country of destination. Your local customs office can help you understand these costs. 


How do I notify you if the delivery address has changed?
If you would like to change the delivery date or address of your order - or if there is an error - it is your responsibility to inform us as soon as possible. We will work to try and accommodate this request, however Jessica de Lotz Jewellery cannot be held responsible for any delivery delays once the order has been dispatched and is in the postal service’s possession. Orders will only be dispatched once payment has been received in full and approved.
 
What is your Returns Policy?
Please note that Jessica de Lotz Jewellery operates a different policy for items bought in-store and online. Please read the below carefully.
 
Online Returns Policy
All website orders are individually handmade to order and therefore all JdL Jewellery sales are final, in line with the UK’s Consumer Contracts Regulations: made-to-order items cannot be cancelled or returned unless faulty. As such, we cannot accept any returns, unless an item has arrived to you faulty, or we have made a mistake with your order. In such cases, please contact us as soon as possible and we will do our best to resolve the issue.

If you wish to cancel an order before it has been made, please contact us within 48 hours of placing the order. If an item needs to be resized, please read further down. 

Sale items are not eligible for refund or exchange, unless the item in question is faulty.

In the event that an item is faulty, defective, or incorrect, you must inform us in writing with full details of the order and the defect. The item/s in question must additionally be sent back to us within 14 days of receipt, along with your proof of purchase. 

Where possible, orders should be returned with both the items and all packaging in their original condition - unworn; securely wrapped; including our delivery slip. Please mark as ‘Return’ on the external packaging; items for inspection must be sent at your risk and cost. The cost of the returns must be covered by the customer.

For international returns: Please clearly state on the customs form that this is "returned item sent back to vendor”. If not clearly stated, any customs charges incurred by the Seller will be deducted from your refund, or charged to you in cases where items are sent back for repair/resizing.

We advise you to post items back to us via Royal Mail Special Delivery Tracked service,  and make sure to keep a note of your tracking number. We are not responsible for lost packages and we cannot issue a refund in the event that your package is lost or damaged.

Return Address:
Jessica de Lotz, 49 Fortess Road, London Kentish Town, NW5 1AD

All items received will be reviewed by the JdL Jewellery team and any item displaying damage deemed to be a result of misuse, accidental damage or fair wear and tear caused by you will not be accepted as faulty.

If a fault or defect is confirmed by the JdL Jewellery team, you will then have the option to receive a replacement, have the item repaired, exchange it for an alternative item or receive a full refund. 

Any refunds will be issued to the original payment method to the value of the item printed on the original receipt.
 
Please note: Resizing requirements do not fall under the category of faulty. This is an additional service we can offer - further costs may apply.
Nothing in this policy affects your legal rights.
  
In-Store Returns Policy
In addition to your legal rights, we allow you to return particular items purchased in-store at the JdL Jewellery Shop,  in the unlikely event that you  simply change your mind - exclusions apply. Items held as stock that are purchased at the JdL Jewellery Shop in London may be exchanged, or issued a credit note, if returned within 14 days with proof of purchase.
 
Where possible, orders should be returned with both the items and all packaging in their original condition - unworn.
Please note that the following are excluded from the in-store returns policy:

  • Earrings (for hygiene reasons) 
  • Any made-to-order, bespoke, soldered or jewellery that has an additional engraving. 
  • Items otherwise altered to a customer's request, i.e. resized rings or pieces personalised to suit the needs of the customer. 

The above does not apply to faulty or defective items. Any faulty or defective item must be sent to us within 14 days of purchase with proof of purchase. You may then choose to receive a replacement, have the item repaired, exchange it for an alternative item or receive a full refund. All items returned as faulty will be inspected and any item displaying damage deemed to be a result of misuse, accidental damage or fair wear and tear caused by you will not be accepted as faulty.

We have the right to deny a return if the merchandise returned does not meet our return policy requirements.
 
Return Address:
Jessica de Lotz Jewellery, 49 Fortess Road, London, NW5 1AD
 
Any in-store refunds being processed due to faulty merchandise will be issued at the London store to the original payment method to the value of the item printed on the original receipt. If the payment method was by card please ensure the card holder is present.

Please note: Resizing requirements do not fall under the category of faulty. This is an additional service we can offer - further costs may apply.
Nothing in this policy affects your legal rights.

Gift Returns
If you have received an item as a gift from our in-store stock selection and don't have a receipt, we will happily provide a credit note for the item’s current price. This can be be used in-store against the purchase of a different item with the same or greater value. Please note that the above terms still apply to all gift returns. Nothing in this policy affects your legal rights.

I need an item resized - how does that work?
All bracelets and rings are offered in a choice of sizes at checkout, and all necklace chain lengths are stated in the product description. Once received, if a bracelet, necklace, or ring purchased online requires resizing, please contact us. For any resizing required after delivery, please note that this will incur additional charges, unless otherwise agreed in advance (e.g. when a customer doesn’t know the recipient’s size. In the event that the item needs to be lasered or replated - we will notify you beforehand of any further costs.

How do I book an appointment to discuss a commission?
Please do contact us if you would like any information about a particular piece, or you wish to discuss further personalisation. We would be delighted to arrange an appointment at our studio. Find out more about the JdL Bespoke service here.

See here for our Terms + Conditions.

For our Sizing Tools, please see here

We've created the JdL Ring and Bangle Sizer as simple tools to help you self-measure for rings and bracelets purchased online - whether that's for yourself or as a gift.