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PROUD CHARITY PARTNERS OF MAKE-A-WISH UK

RETURNS & REFUNDS POLICY

Free & Simple UK Returns

1.  We’ve gone paperless! To create your return, you must simply log into your account, click into the order you want to return, and select 'return', or if you checked out as a guest, use your guest link here to create your return request.

2.  Once your return has been authorised, you will receive an email to our Royal Mail portal where you can enter your order number starting with ‘A3000’ to get your pre-paid returns label. Be sure to return your item(s) in its original packaging. When on the Royal Mail Portal, you can choose from three return options;

Free Collection (No Printer Required):

Book a collection from your doorstep, office, or safeplace. Royal Mail will bring the label to you, meaning you won’t need to print.

Drop off your item (No Printer Required):

If you don’t have a printer, you can still drop off your parcel at your local Post Office or Royal Mail Delivery Office by generating a QR code.

Drop off your item (Printer Required):

If you do have a printer, you can generate a label and attach it to your parcel and drop it off at your local Post Office, Royal Mail Delivery Office.

Personalised Products

Personalised A Littles, including Create Your Own ‘A Little’ Bracelets and Photocards, cannot be returned unless faulty, due to the bespoke nature of these products.

Made A Mistake?

We are unable to guarantee the processing of amendments or cancellations once your order has been received by our warehouse team. If we do catch your order in time we will only be able to amend the delivery addresses or we can cancel your order and refund your payment.

Please contact us as soon as possible to request an amendment or cancellation.

Returns & Refunds Policy

We will happily offer a refund if something isn’t quite right. Simply notify us of your intention to return an item within 14 days of receiving your order by completing the online returns process as outlined above. You then have 14 days to return the item(s) to us. This includes all orders placed during our sale. Please note, any Personalised items cannot be returned unless faulty - in this case, please contact us before attempting to return your item.

All jewellery must be returned to us in the original packaging and postal box for us to process a refund.

For gift returns please ensure the name of the purchaser is quoted in all correspondences. Failure to do so will result in delays in processing the return. Joma Jewellery cannot accept responsibility for items returned to us without proof of postage.

Proof of purchase is required. Joma Jewellery items purchased online must be returned to us in perfect condition and must be unworn.

Unfortunately, due to hygiene reasons, we are unable to accept any returns for earrings.

Unfortunately, due to the bespoke nature of our Personalised Products, we are unable to accept and returns unless faulty. Please contact us within 30 days if your item has arrived damaged.

Please note – you only need to return the item(s) that you wish to return.

Items purchased online must be returned to us directly and cannot be refunded in any Joma Jewellery stockists. Joma Jewellery items purchased in one of our stockists must be returned to the store where it was purchased.

HERE’S WHAT YOU NEED TO KNOW ABOUT OUR DELIVERY COSTS…

    1. Your delivery costs will be refunded only if you receive a faulty or incorrect item.

    Processing Your Refund

    Please allow up to 5 working days for your return to be processed. You will receive a confirmation email of your refund once your return has been processed. All refunds will be issued back to the same payment method from which the transaction was made and will take approximately 5-10 business days to appear in your account.

Received A Faulty Item?

Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please contact us and send a clear image of the item with an explanation of the fault, plus proof of purchase, within 30 days of purchase.

Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested. We may require you to return the item to us.

Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 12 months after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.

Please note, we are unable to return Personalised Items as faulty if the damage is a result of general wear and tear. Please contact us if you would like further information.

Need More Help?

If you need further information please visit our help centre.