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Frequently Asked Questions

  • Can I place an order over the phone?
    We currently only accept orders online.
  • Is it possible to order online and then come and collect?
    No. All of our orders are processed online and then despatched from our warehouse.
  • What happens to my personal information once I’ve placed any order online?
    We follow GDPR (General data Protection Regulation) principles and guidelines and constantly monitor for any amendments made to them.
  • Will I receive confirmation that my order has been processed?
    Yes. An email confirmation will be sent when an online order has been completed. Please check your Junk folder in your Inbox if you have not received your confirmation email.
  • Can I cancel/amend an order once it’s been placed?
    Yes. However, please contact us as soon as possible via our customer service team: JAK JAES Ltd, or Telephone: 01536 526 479
  • Is it safe to order online from the JAK JAES website?
    Yes. You may also be asked to provide a secondary authentication by your chosen payment supplier.
  • Which payment methods does JAK JAES accept?
    JAK JAES Ltd accepts the following payment methods via our website: ​ Visa (Credit/Debit card) Mastercard American Express Apple Pay Klarna: Pay in 3 instalments.
  • Do you deliver outside of the UK?
    Yes. Please contact us at JAK JAES Ltd regarding placing orders outside of the UK.
  • What are my delivery options?
    JAK JAES Ltd offer all of our customers complimentary delivery service via Royal Mail Special Delivery. This service offers full tracking and requires a signature upon delivery.
  • Is it possible to ship to another address other than my ‘Billing address’?
    Yes. You will be asked to supply a ‘Delivery address’ at ‘Checkout’.
  • How long will it take to receive my order?
    All orders placed Monday-Friday before 1pm (orders placed after this time will be processed the next business day) will be processed and shipped the same day. Orders should be expected to arrive the following business day after shipment. Any orders placed on weekends or UK public holidays will be processed on the next business day.
  • How much does delivery cost?
    Delivery within the UK is complimentary.
  • Who covers the cost of returning an item?
    We are not responsible for return postage other than for incorrectly supplied, defective or damaged items. Return postage for items returned for any other reason shall be solely at the customers cost. We highly recommend that returns are sent via ‘insured registered delivery’ (to the value of your purchased item(s)) as the item is not our responsibility until we have received and signed for it.
  • Is my JAK JAES jewellery covered by a warranty?
    JAK JAES Ltd will repair or replace items due to manufacturing faults up to 12 months from the date of purchase free of charge. Please retain your receipt, as the proof of purchase is the warranty. Please contact our customer service team: JAK JAES Ltd, if you need to discuss a repair/replacement of any item covered under our warranty.
  • Are there any exceptions to items that I can return?
    Yes. Unfortunately, engraved/personalised items are non-returnable/non-refundable unless they are found to be faulty. It is vitally important that when you place your order for item personalisation, you check all of the details, including spelling, dates, grammar and punctuation are correct, as any errors on your part are non-refundable. Should you return an item because of a typographical error on our part, or if it’s defective, then we’ll either replace the item or offer a refund the full value of the item.
  • Can I return an item that I’ve received as a gift?
    We can only accept returns from the customer who bought the item.
  • Where can I find out more information regarding the diamonds used in the jewellery?
    JAK JAES Ltd offer superior quality natural diamonds; characterised by their ‘F’ colour and ‘VS’ clarity. All of our stones are ethically sourced. The Carat weight used within our jewellery ranges from 0.03ct to 0.2ct More information regarding the general grading of diamonds can found on our Diamond Grading Page.
  • Does JAK JAES make bespoke pieces of jewellery?
    We offer a bespoke service from design through to manufacture for both personal and corporate customers. Please contact JAK JAES Ltd for more information.
  • Where is JAK JAES jewellery made?
    We are proud to say that all of our jewellery is designed and made in the UK.
  • Which metals are used for making the jewellery?
    The majority of our pieces are manufactured from Sterling Silver, which is then plated in either; Rose Gold, Yellow Gold, Hard Silver, or Black Oxidised Silver. However, we create some pieces using 9ct Gold (either White, or Rose). Further information can be found within the product page description on each individual piece.
  • Pre-Loved Jewellery Checks and Balances
    All JAK JAES Pre-Loved Jewellery is put through a series of checks to ensure that they are in a good state of repair and stones are secure and replaced if missing. All stones are checked and measured and where there is no certificate we estimate the stone weight as close as possible. The pieces are polished and sonic cleaned (only when the material is suitable for the process). A final hand polish is then applied to the piece. If there are any issues which cannot be repaired they will be mentioned in the description.
  • How do I know that my jewellery is authentic?
    All of our jewellery will be supplied with a stamped and signed JAK JAES Certificate of Authenticity.
  • How should I look after my jewellery and diamonds?
    Please try and keep pieces separately to avoid damage, we recommend storing your jewellery in the original packaging provided. To help avoid any damage when dressing, our jewellery should be the last item put on, but the first item taken off.
  • Can I clean my jewellery myself?
    Yes. Over time general traces of dirt, grease, etc. may appear on your jewellery. To remove any signs of dirt we recommend very gently washing it with warm water and a small amount washing-up liquid. When doing this, please be sure to first plug any waste pipes, or alternatively use a receptacle away from the sink. Gently pat dry your jewellery with a soft cotton or linen towel, then for a final touch please use the soft microfibre polishing cloth provided with your jewellery to bring back a brighter finish.
  • How can I contact JAK JAES Ltd?
    Email: You can contact us with any general enquiries by simply following this link: JAK JAES Ltd Telephone: 01536 526 479. Our business hours: (Monday-Friday) 9:00am-5:30pm. Calls are charged at your standard local rate. Mobile charges may vary depending on your call plan.
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