Returns and Refund
Custom Items/ Personalised: Our policy covers any damaged or defective products upon arrival.If you're not happy with your item, please Contact us so we can discuss the issue and either send a replacement product or refund.To return your product, you should contact our customer service team for the appropriate returns address prior to returning the item.
If you are not completely satisfied with your custom jewellery, you may return it for a refund (minus a 30% restocking fee) within 30 days of the purchase date.Please make sure when you order the correct size, name, length,etc. However, if the item is defective, we will either replace it at no cost to you or you can send it back to us for a full refund. Non-Custom Items: Due to COVID-19, we have extended our return and exchange policies to accommodate any areas that have quarantine restrictions. We accept returns and exchanges of any non-custom pieces in new and sell-able, unscratched condition within 15 days of arrival date. It is up to the discretion of the UB JEWELS Team to deem an item in legible condition for exchange or return. Due to hygienic purposes and safety reasons, earrings cannot be accepted for returns or exchanges at this time. To begin a return or exchange, please click here. Once you go through those steps, and we agree for refund to be accepted you can send the product back to us. As soon as we have product with us and it is in new condition as mention above we will process the refund alongside pay for your postage. If possible we will provide you with a pre-paid shipping label.
If you have spoken with a member of our support team and a return is applicable on the item you have purchased, all items must be sent to our return address in their original unused condition. If an item has been received damaged you must inform us prior to returning your items as it is the customers responsibility to ensure all items are returned in a working and resalable condition. Included in your return you must state your name and order ID.
Customers are responsible for ensuring they have entered a correct delivery address. Your items will be sent to the exact delivery address stated on your order and if this is incorrect or your address is changed within the estimated delivery time we unfortunately cannot reimburse you if your order does not make its way to you. If you have made a mistake when ordering an item please get in touch and we will endeavour to update your delivery address if your item(s) have not been dispatched.
If the size you ordered turns out to be incorrect, we are usually able to resize the ring for you. This service normally has a standard cost, starting from £49. Bear in mind, however, that the exact resize fee depends on the amount of adjustment needed and the particular style of the ring.
Also, please note that certain rings, such as full eternity rings, cannot be resized (or returned or exchanged). If this is the case, we will already have clearly notified you of this before we proceeded with your order.
If you need advice on resizing a ring, please email us and speak to one of our experts.
You will be able cancel your order before we start making it. We advise you to contact us within 24-48 hours of placing your order, In that case please email us on email@example.com
You can also email us via our contact page. Please have your order number at hand, as you will need it to cancel the order.
Refunds can take 2 to 4 days to show up on your card, bank or PayPal balance. This is not due to a delay on our part, but down your card company.Some credit cards or banks process within 24 hours and while others simply take longer to process refunds. Once you have sent the jewelry back to us and we have had a chance to unpack it and inspect it, we will issue you with an immediate refund. We will email you as soon as the refundhas been made.
We’ll always issue a refund to the same tender you used when buying your jewellery from us.
(This could be a credit or debit card, PayPal, Pay4Later Finance, Pay Later in 3Klarna Instalments, bank transfer or another payment method).
Our products are fully guaranteed for the duration of 5 years to be free from defects or bad craftsmanship and only of natural origins (unless clearly stated otherwise). Gold and Diamond jewllery are hallmarked at an extra cost according to UK legislation, which guarantees that the materials have been checked by a UK government-approved agency.
We promise that all meterials as mentioned are used and made with the highest standards.You can get your products checked for authencity from an independent lab or we can provide you one at an extra cost.
Our diamonds are conflict free.
All our diamonds above the 0.30cents come with GIA or IGI certificate. Our aim is to sell our diamond jewellery as well priced as we can, this is the reason we buy diamonds directyl from the factory. International laboratories chargemore for their certificates. In our opinion this means adding an extra cost to smaller diamonds.We can provide lab certificates from independent labs in UK as they are more economical and they have all the expertise and tools to establish a grade for your diamonds. For smaller diamonds we charge extra for certificates.
However, can be rest assured and buy the smaller diamonds jewllery without a certificate, our quality assurance means you can get it checked independently and if the lab proves the materials/diamonds quality are not as stated, we refund you the full amount and also pay for you lab test fees.