Help and FAQs

This website is now under new management and ownership as follows:-

Jewel First t/a mememeaccessories,

5 Victoria Avenue,

Bishop Auckland,

County Durham.

DL14 7JH

+44 (0) 1388 747218

How do I place an order?

Ordering on-line couldn't be easier. Just add items to your basket using the "Add to Bag" button and your chosen items will be saved in your bag for you to purchase when you're ready.

Can I place my order over the phone?

Yes, simply contact us on the above number and have your order and payment details ready. We are available Monday - Friday from 9am - 5pm. Please note we are closed all Bank Holidays.  

How do I choose my bracelet size?

Ideally your Pandora or Storywheels bracelet should be 2-3cm longer than your wrist measurement, depending on how loose or tight you like to wear your bracelet. 

Remember that with TROLLBEADS, your lock and chain are separate products. We recommend choosing a chain that is at least 1cm longer than your wrist measurement, then when you add a lock, this will add a further 2cm. Click here to view our TROLLBEADS size guide.

How do I look after my jewellery?

For silver jewellery, we recommend a drop of a mild detergent or washing powder/liquid dissolved in warm water. Using a soft toothbrush, gently brush clean the fine details of the jewellery. Rinse thoroughly with water and dry with a soft cloth. For a more polished look, you can clean your charms and bracelet with a Silver Polishing Cloth. 

The use of chemical agents is a drastic way to clean your jewellery. We recommend that you avoid using any such agents. They are especially harmful to dark silver jewellery with an oxidized (darker) finish, certain gemstones, and enamel. Please avoid wearing your jewellery in mineral baths or hot tubs as the chemicals may affect the finish.

For leather products, please avoid contact with water and do not wash with household cleaning products. If your bracelet does get wet, allow it to dry naturally. Avoid contact with perfumes, creams and sun lotions.


SNOW. When extreme weather affects The Royal Mail we cannot be held responsible if parcels arrive a day or so late. We wish we could control the weather but we can't.


Whenever possible we will send your items with branded packaging if we no longer have the appropriate packaging we will provide alternative packaging.

Delivery Costs

UK - We can offer 1st Class Royal Mail Tracked for £3.95 however if your items come to over £70 they must be sent Royal Mail Special delivery for £7.50 due to insurance purposes.

International EU - We can offer combined postage International Signed For for £9 however if your items come to over £70 they must be sent with extra insurance for £11.50.


International Rest of World - We can offer combined postage International Signed For for £10 however if your items come to over £70 they must be sent with extra insurance for £12.50.

Can you deliver to an address that is different from the billing address? 

Yes, there will be an option for you to provide a delivery address when you are at the checkout.

What should I do if I have not received my order?

Please remember that parcels sent via Royal Mail Signed For are not guaranteed to be delivered next day, and we cannot accept any responsibility for any delays in the postal service. 

What is your Returns policy?

We are happy to refund or exchange goods please see terms and conditions. Please send items back to the above address and remember to include your order number and a note stating whether you would like a refund or exchange. For exchanges, please  SEND  £3.95 TO JEWELLERY1ST@HOTMAIL.CO.UK VIA PAY PAL to cover the cost of additional postage and packing.

All goods must be received by us in perfect and unused condition within 14 days of receipt for full no quibble refund (excluding our postage costs) – please retain proof of postage.  The cost of returning the goods is the customers 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 'signed for' service, 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 to the carrier. 

We will be responsible for reasonable postage costs for the return of goods which prove to be faulted, 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, accident or mis-use are not accepted as faulted. Please note when returning goods a handling charge may be deducted before the refund is processed - A handling fee will only be charged on orders which have been sent free of postage, this charge will be the same as our postage incurred. 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.


For hygiene reasons, earrings cannot be exchanged or refunded.


What should I do if my jewellery is faulty.

We check each item before shipping to ensure it is perfect.  Should an accident occur during shipping please return the item immediately for refund or replacement. Should items become stained or damaged after use this is classed as wear and tear and is not covered by a manufacturers warranty. Please refer to our warranty.  Jewellery should be kept away from creams, perfumes and not worn for swimming, washing, bathing or during desk work, typing etc.