Frequently asked questions

How long will my order take?
We try very hard to despatch orders the same or next working day. Where this is not possible or in the case of bespoke items and special orders we will advise you of the estimated delivery time. Should you require your item urgently, please contact us by email or telephone and we will do our very best to fulfil your requirement.

 

What if I am unsure of the size I require?
We would recommend purchasing rings and necklaces in stock sizes, they can then be returned for exchange or adjustment if necessary (postage charges will apply).

 

Do you offer a gift wrapping service?
Yes and it’s FREE. Just complete the ‘Gift Tag’ section of your order form and we will be delighted to wrap your gift and enclose a hand written gift tag with your personal message.

 

Can I be sure the item I receive will look the same as the image online?
We do our best to accurately represent our jewellery, via photos, product descriptions and measurements. Our experience has been that the jewellery has exceeded expectations since even our best photographs do not reflect the depth and beauty of the gemstones. However, should you want to return the item, you have 14 days from the date of receipt to change your mind and we will happily refund your payment.

 

What delivery method do you use and what are the charges?
Items valued at £50 and under are sent by Royal Mail Recorded Delivery at a cost of £4.50 and items valued at £50.01 and over are sent by Royal Mail Special Delivery at a cost of £8.50. Both methods of delivery require a signature, should you not be home to receive the package you may need to arrange redelivery or collect from your local sorting office.

 

Are international deliveries free of VAT?
Yes, if the item is being sent outside of the European Union (EU) 20% VAT will be deducted from the cost of the item.

 

Can I cancel my order?
You must contact us immediately should you wish to cancel your order. If we have not despatched your goods your order may be cancelled and a refund made without charge. For items already despatched please follow the instructions for returns.

 

What is your returns policy?
If you are not completely satisfied with your selection we will be happy to accept it for exchange or refund within 14 days of purchase (postage will be refunded only if goods are returned within 7 days). The returned item must be accompanied by the invoice (or a copy) and be unworn, undamaged and in its original packaging. Returns exceeding 14 days will only be accepted at the discretion of Jupp Fine Jewellery. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the EU.

 

Are there any items which may not be returned?
We do not accept returns of bespoke pieces, special orders, any items which have been altered or sized or any worn or damaged items.

 

How do I return my Item?
We strongly recommend that returns are made utilising the Royal Mail Special Delivery Service and obtaining the appropriate level of insurance. All items must be carefully packaged as we cannot accept responsibility for any damage caused in transit. Items will only be deemed to have been received once signed for by ourselves.

 

I have no idea what to buy, can you help?
We are always happy to offer suggestions for gifts and special occasions. Simply call or email our showroom for advice. All purchases can be gift wrapped free of charge and are covered by our money back guarantee.

 

Are your diamonds conflict free?
Yes. We fully endorse the Kimberley process and guarantee that all of our diamonds are from traceable sources.

 

I have a question which is not covered here.
Please call us Monday to Friday 9.30 - 6.00 on 020 7583 4499 or email [email protected]