Our offices are open during the hours below. If you wish to speak to a member of our customer service team please call us on 01388 770872.
|Monday:||9:00am - 5:00pm|
|Tuesday:||9:00am - 5:00pm|
|Wednesday:||9:00am - 5:00pm|
|Thursday:||9:00am - 5:00pm|
|Friday||9:00am - 5:00pm|
Phone: +44 (0) 1388 770872
UK - We can offer Royal Mail Signed For Service, for £3.95 however if your items come to over £100 they must be sent by Royal Mail Special delivery for £7.50 due to insurance purposes. Please note Royal Mail Signed For service is not an insured service.
EU and Worldwide International Shipping - We can offer an International Signed For Service for £11.99 however if your items come to over £70 they must be sent with extra insurance for £13.99.
Free shipping promotions do not run in conjunction with any other promotions or special offers.
A signature is required at the point of delivery for all orders. Should there be no one to accept delivery, the parcel will be sent back to your local postage centre and you will be left a card detailing how to arrange re-delivery or collection. If the carrier does not hear from you within 7 days, they will return the parcel to us.
We do not accept responsibility for any delays in the postal service or for undelivered goods and strongly advise customers to select the "Special Delivery - Guaranteed Next Day" option, which includes a Parcel Tracking Service and Insurance. Parcels that are ‘Returned to Sender’ due to incorrect address information or non-collection will be charged an additional postage amount to resend the item. The additional postage will be determined on the postage originally paid.
If an item has been delivered and has obtained a proof of delivery we have fulfilled our legal obligation. Jewel First LTD shall be under no liability for any delay or failure to deliver the products within estimated timescales. Risk of loss and damage of products passes to the customer on the date when the products are confirmed as delivered. Parcels sent using the address given on the order will be deemed to be safely delivered once a signature has been obtained by the courier.
If this is not the case, the customer will have to open a case against the courier.
Making A Purchase
Click on any items that you wish to buy, check required quantity, click buy, check correct item and quantity, click "confirm" to add to the shopping cart. After you have finished your selection, click on "Checkout" and you will be asked for details that we need to be able to satisfy your order, including item, style, colour preferences and alternate shipping services. You can cancel your order at any time up to payment confirmation.
For Online Payment: PayPal, Visa, Visa Debit (Delta), Mastercard, Solo and Switch. We do NOT accept American Express. Payment is made via PayPal secure gateway. You will then be notified by email with a copy of the order confirmation. If you paid for your order using PayPal, you will also receive an additional PayPal order confirmation.
All prices shown on this website are in Pounds Sterling (GBP). Where an image assortment is shown only 1 item will be supplied unless stated otherwise. Value added items are subject to availability. Images and text on this website are for illustration only and products supplied may vary in style or colour.
Certain products may vary slightly, resulting in apparent colour variations as seen in our stores or promotional literature. Therefore, colours depicted should be used only as a guide.
We reserve the right to refuse or cancel any order once it has been placed if, for example:
- Your payment has been marked as fraudulent or potentially fraudulent by the payment system. This also includes payments that do not pass 3D secure or have an AVS match.
- Payment has been made using a card not issued in a country we dispatch to
- There is an error on the website regarding price or description of a product
If the items you have ordered are unavailable you will be notified as soon as possible via email or phone call.
We are happy to exchange items; however a charge will be applied to cover secondary delivery costs. For returns involving a refund, our postage and packaging costs will be deducted before the refund is processed. Earrings can't be exchanged due to hygiene reasons.
In the instance that we agree to pay the customers return postal costs, this will only be paid at the rate at which they were originally charged for the outbound postage for that item.
In order to adapt to customer feedback we reserve the right to amend and improve product specifications.
We offer a 3 month warranty on all of our watch/clock items. During this warranty period the watch movement, hands and dial are the only components covered under this warranty. The following defects are NOT covered under the warranty: Any defects in material and workmanship of the battery, casing, strap or bracelet; Damage caused by improper handling, lack of care, accident or wear and tear; water damage. Outside of this 3-month warranty items sold as new will be covered by the manufacturer’s warranty, this will vary from brand to brand.
ALL of our products are covered by a 3 month warranty against any manufacturing defects and not wear-and-tear. Wear-and-tear includes scratches caused by accidents or inappropriate use, discoloration, material defects, attempted repair or negligence.
Items found faulty under this warranty period may be at the discretion of Jewel First Limited
1. Repaired depending on the degree of damage
2. Replaced with an identical piece, if available
3. Substituted with a comparable piece of the same value
We will refund reasonable postage costs if we find the item is faulty. If the item is determined not to be faulty, or if the damage is deemed to have been caused by incorrect use or wear-and-tear, it will be sent back at the customer’s expense and no reimbursement will be offered. We cannot refund postage costs on items which are not accepted as faulty.
Goods that are outside the warranty period, damaged by wear and tear, accidental damage or customer misuse are not accepted as faulty. However, we may be able to repair the item at an additional cost to the customer.
Please be careful with jewellery clasps and fastenings, do not pull or tug at them. Clasps may be stiff, this is normal to provide additional security to the item; this will slightly loosen over time.
Please note that tarnishing is a natural characteristic of silver jewellery and is not covered by our warranty. We advise you to clean your item in soapy water with a soft toothbrush and polish with a silver polishing cloth to remove any silver tarnishing.
Please note when wearing sterling silver, plated and costume jewellery please refrain from using body lotion, perfumes, hairspray and other chemical based products. The ingredients can tarnish the sterling silver. Also jewellery should always be removed before showering or swimming. All items we sell on our site are genuine products supplied by genuine manufacturers, it is illegal to sell counterfeit products in the UK and Jewel First LTD prides itself on never offering such products to our customers.
Exchanging and returning Items
We are happy to refund or exchange goods. All customers wishing to return an item must download & fill out our Returns Form. Please include your fully completed form with your return back to us. If an item purchased from JewelFirst does not fit or is unsuitable the item can be returned for an exchange or refund. You have 14 days from the despatch date to return the item, which must be returned in its original unused condition with all packaging. You are responsible for the return postage charge.
In the interest of hygiene, earrings are non-returnable.
Please note: We offer a 3 months warranty on our sales items for manufacturing faults only, and not wear-and-tear.
When returning items from outside the United Kingdom, please ensure the parcel is clearly marked as a return/repair. If any customs charges are applied, this will be deducted from the value of any refund. If the item is to be exchanged, we require payment of the customs charges prior to sending out your exchange.
When an item is to be exchanged you will be charged for the postage of the replacement item. Please SEND £3.95 TO JEWELLERY1ST@HOTMAIL.CO.UK VIA PAYPAL to cover the cost of additional postage and packing.
Where there is a price difference between the items, we will call you to take your card details to take payment if extra funds are owed, or we will credit your account if we owe funds to you. We will always credit the original source of payment.
We do not accept responsibility for parcels being returned to us that are lost in transit and strongly advise that returns are sent by Special Delivery.
Returns, exchanges and repairs are processed in the order that they are received. Although we strive to process them as quickly as possible, please allow 14 working days for your request to be processed. Please allow additional time during peak times such as Valentine's Day, Mother's Day and Christmas. Please note – failure to supply relevant return paperwork will delay how quickly your return is processed.
All goods must be received by us in perfect and unused condition within 14 days of receipt for a full refund (excluding our postage costs) – please retain proof of postage. Refunds will be made to the original source of payment.
The cost of returning the goods is the customer’s responsibility. We do not accept responsibility for returned goods until they have been received by us and accounted for. Therefore we advise you to return parcels using a service with a proof of delivery, although this is at your discretion. For particularly valuable items you should use Royal Mail Special Delivery and ensure the goods are covered by sufficient insurance. The responsibility of goods being returned to us lies with the sender and lost parcels must be claimed for by the sender.
We will be responsible for reasonable postage costs for the return of goods which prove to be faulty. These costs should be agreed before the return of the goods. We will not pay for return postage costs that are higher than the original delivery charge. Goods deemed to be damaged by wear and tear; misuses or accident are not accepted as faulty. In the instance that we agree to pay customers return postal costs, they will only be paid at the rate at which they were originally charged for the outbound postage for that item.
Return Address: Jewel First - 5 Victoria Avenue, Bishop Auckland, County Durham, DL14 7JH
If you have any return issues which are not stated here please do not hesitate to contact us.