FAQs
We’ve gathered answers to the most common questions about our jewellery collections, orders, shipping, returns, and care instructions. Whether you're selecting your first piece or adding to a growing collection, we're here to make your shopping experience as smooth and enjoyable as possible. If you can't find what you're looking for, our customer care team is just a message away.
Refunds & Cancellations
Can I cancel or amend my order?
Once your order has been placed, amendments and cancellations cannot be guaranteed. You can request a cancellation via our contact form, we will attempt to cancel the order before it is dispatched. The sooner the better, we cannot always guarantee to cancel your order, but you can return unworn items within 30 days of delivery for a full refund.
Can I amend my delivery address?
If you have entered the incorrect delivery address at checkout, you may not need to cancel your order. Get in touch via our websites contact form with the correct address ASAP and we will do our best to change this for you. Address changes cannot be guaranteed however will be attempted.
When will I get my refund?
We will issue your refund for returned items ASAP. We’ll send you an email as soon as your return has been processed and the funds will take 3-5 working days to reach your account.
Payments
What are the payment options?
We've made shopping easier and more flexible. You can now pay using credit or debit cards, PayPal, and Klarna. We understand that convenient payment options matter — so you can choose the method that works best for you.
How do you secure my payment information?
This site has a valid certificate, issued by a trusted authority. This means information (such as passwords or credit cards) will be securely sent to this site and cannot be intercepted. We take security very seriously and do not process any of your payment information ourselves. All payment related matters on Joy Jewellery are handled by your chosen payment method i.e. PayPal, credit card company, klarna.
Shipping
How long do I have to wait for my delivery?
We aim to deliver parcels 1-3 days from the day its ordered. Depending on your chosen shipping method, most items will take 3-5 days to reach you. A tracking number will be provided with all parcels sent out.
Please check our delivery & returns page for further details.
My item arrived but it is faulty
In the unfortunate case that your purchase arrived faulty or defective, please contact us within 48 hours. We aim to make the returns and repair process as swift as possible. If the fault occurs within 30 days of purchase (or delivery) we will always offer you either a repair or exchange.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
What if my order is lost or stolen in transit?
In the rare occasion that your parcel is lost or stolen please email us direct to joyjewelleryforever@gmail.com
Your order is fully protected, if you do not receive your order, we will issue a full refund back to your payment method.
This covers all jewellery including earrings and personalised jewellery.
Returns
What is your return policy?
We want you to feel comfortable and confident when shopping at Joy Jewellery, that’s why we offer an easy 30-day return policy. We are so confident in the quality of our product that we have extended our warranty policy from 30 days to 90 days from your delivery date. Unfortunately some items are non returnable. We're unable to accept returns for any pierced jewellery due to hygiene reasons. Bespoke jewellery cannot be refunded or exchanged as these are made to order as per specific requirements and can’t be resold due to personalisation.
My item arrived but it is faulty
In the unfortunate case that your purchase arrived faulty or defective, please contact us within 48 hours. We aim to make the returns and repair process as swift and painless as possible.If the fault occurs within 90 days of purchase (or delivery) we will always offer you either a repair, exchange or refund. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
Can I return earrings?
Due to sanitary reasons we do not offer refunds or exchanges on earrings unless faulty.