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Important Information


Please find below links to important information and company policies:

Opening Hours

Delivery Options

Delivery Terms

Making A Purchase

Ordering

Watch Warranty

Product Warranty

Outlet

Exchanging and Returning Items

Exchanges

Refunds


Opening Hours

Our offices are open during the hours below.

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

Saturday

Closed

Sunday

Closed

Bank Holidays

Closed

If you wish to speak to a member of our customer service team
please call us on: +44 (0) 1388 770872
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Delivery Options

United Kingdom
Royal Mail Signed For – £3.95 Delivery takes up to 5 working days from the date of dispatch and requires a signature on delivery. This service is not insured.

Royal Mail Special Delivery – £7.50 Delivery is next working day (excluding Saturday), this is a tracked service and requires a signature on delivery. This service is insured.

DHL Express UK- From £8.50 Delivery is next working day, this is a tracked service and requires a signature on delivery. The shipping price is based on the value of your order, so if your order is of high value, the shipping price will increase. This service is insured.

International Shipping
Royal Mail International Signed For – £11.99 Delivery requires a signature on delivery. This service is for orders under the value of £70.00.

Royal Mail International Signed For with Extra Compensation – £13.99 Delivery requires a signature on delivery. This service is for orders over the value of £70.00. This service is for orders between the value of £70.00 and £250.00.

DHL Express Europe and USA (Zones 1 -5) – Prices for this service are generated at checkout. Delivery takes up to 3 working days from the date of dispatch, this is a fully tracked service and requires a signature on delivery. This service is insured.

DHL Express Rest of the World (Zones 6 -9) – Prices for this service are generated at checkout. Delivery takes up to 5 working days from the date of dispatch, this is a fully tracked service and requires a signature on delivery. This service is insured.

Working days are Monday to Friday.

Free shipping promotions do not run in conjunction with any other promotions or special offers.
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Delivery Terms
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 delivery service or for undelivered goods and strongly advise customers to select the "Guaranteed Next Day" option, which includes a Parcel Tracking Service and Insurance. Parcels that are ‘Returned to Sender’ due to incorrect address information or which have not been collected will be charged an additional postage amount to resend the item. The additional postage will be determined by the postage originally paid. If the item is no longer required, a refund will be processed minus the original postage cost.

If an item has been delivered and has obtained a proof of delivery we have fulfilled our legal obligation. Jewel First 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.

Parcel will only be considered as missing after; 10 working days for “UK Signed For”, 5 working days for “UK Special Delivery” and 25 working days for “International Signed For” from the date of despatch. Once the delivery of the parcel has exceeded the necessary number of days, the courier will then open an investigation. If the courier is unable to deliver the parcel following their investigation, your order will be either refunded or a replacement parcel will be despatched.

During the Christmas period “next day” delivery services will not be guaranteed after a date specified by our couriers, customers will be notified of these dates in an email.
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Making A Purchase
Click on any items that you wish to buy, check the 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 less 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.
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Ordering
Certain products may vary slightly, resulting in apparent colour variations. 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 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 cannot 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.
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Watch Warranty
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. Any repair or alteration made by an unauthorised person or company will void both this warranty and the manufacturer’s warranty.
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Product Warranty
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, discolouration, material defects, alteration, 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 and damage jewellery. 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 Limited prides itself on never offering such products to our customers.
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Outlet
All products purchased from our outlet are all covered by our 14 day returns policy. There is a 30 day warranty period on all outlet items.
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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 Jewel First 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.
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EXCHANGES
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 using an insured signed for service.

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.
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REFUNDS
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 Limited - 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.
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JewelFirst

Handy links:
If you need to get in touch with us, give us a call!

Phone: +44 (0) 1388 770872

JewelFirst
5 Victoria Avenue
Bishop Auckland
Co. Durham
DL14 7JH

Vat Reg 130 1082 77




Copyright and Trademarks

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All brand names, product names and titles used in the Site are trade marks or trade names of their respective holders. No permission is given in respect of the use of any of these names or titles and moreover any such use may constitute an infringement of the holders' rights.