Customer Service

Returns & exchanges

Refund policy

Faulty items

The procedures set out here to cancel an order or return an item do not affect your right to reject faulty goods. Further information can be found at www.consumerdirect.gov.uk.
Please note that certain items cannot be returned unless Ernest Jones is at fault.
These are personalised or engraved items ("Personalised Jewellery").
If you do receive a faulty item, please follow one of the procedures outlined in our Returning an item section (or for faulty Personalised Jewellery please follow the returns procedure set out in the Personalised Jewellery section).

Please note that certain items cannot be returned unless Ernest Jones is at fault.

These are personalised or engraved items.

Returning an item

If you wish to return goods, you have a duty to keep them in your possession and to take reasonable care of them until you return them. Please telephone us if you would like to return your order and we will send you pre-paid labels so you can return them for free. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

We accept refunds or exchanges of pierced items in original packaging. If you would like to return your purchase please ensure the plastic bag containing your order remains sealed. If the items have been removed from the bag or if the bag has been tampered with, we cannot refund or exchange the item due to hygiene reasons.

Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.

There are two easy ways to return an item:

Return to any UK Ernest Jones store for an immediate refund

This is the quickest way to obtain a refund. You can also exchange your unwanted item at your local Ernest Jones store. Unfortunately, online orders cannot be returned to stores in Eire or the Channel Islands.

Place the item into its original presentation box. Please note that pierced jewellery must be returned in its original sealed packaging.
Take it along to an Ernest Jones store, together with your despatch note.
If the item is in its original condition, we will process the refund or exchange for you. Please note that pierced jewellery must be returned in its original sealed packaging.
If you require a refund, please bring with you the credit/debit/gift/insurance card used to place the order.
If you received the item as a gift, you'll be reimbursed with a gift card, credited with the cost of the item.

Return by post

You can return unwanted items to us by post free of charge. You will be refunded on the credit/debit card you used to place the order within 28 days.

Contact our Customer Services team on 0845 602 1112* or complete our online returns form.
We will send you pre-paid labels to attach to your parcel so that postage will be free for you.
Place the item into its original presentation box and make sure that the parcel is sealed securely. You should also place a copy of your despatch note into the parcel.
If the item is in its original condition, we will refund the payment card used to place the order.
If you wish to exchange your item, you will need to return it to a UK Ernest Jones store as we are unable to process an exchange by post.
If you received the item as a gift, the easiest way to return it is to take it to an Ernest Jones store where you will be reimbursed with a gift card, credited with the cost of the item. See the above section for details.

*Calls are charged at local rate and may be recorded. Our lines are open 9am-6pm Monday to Friday and 9am-5pm on Saturday.

Returning a gift

Cash refunds for gifts can only be made to the payment card used to purchase the goods. If you buy a gift online, the recipient will not be able to get a cash refund if they want to return the item. If a recipient does want to return a gift, we will exchange it for a gift card credited to the value of the gift at any Ernest Jones store within the cooling off period.

Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.

Cooling off period

Except in relation to Personalised Jewellery, when you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 30 days, which includes any statutory cooling off period.

This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 30 days after the day following delivery of the goods.

Personalised Jewellery is excluded from the cooling off period guarantee, unless Ernest Jones is at fault (please see our dedicated Personalised Jewellery order section below).

Cancelling an order before despatch

If you change your mind after placing an order, you can cancel it at any time before we despatch it by telephoning us. You will need to give as your name and address details, as well as your order number.

If you cancel part of an order, the postage and packaging charge is recalculated on the price of the items you keep. For example, if your order is for goods worth £120 and you then cancel an item worth £30, your order total will be below £100 and you will no longer qualify for free Standard delivery.

Personalised Jewellery orders

When you order Personalised Jewellery from our website, we will create or customise a specific and potentially unique piece of jewellery designed around your own specific requirements.

You may change your mind and notify us that you wish to cancel your order for Personalised Jewellery at any time before you receive our email that confirms acceptance of your order for Personalised Jewellery. Please note that this is a different email from the one that we send to confirm that we have received your order.

Once you have received our order acceptance email, a binding agreement will be formed and you will no longer have the ability to cancel your order.

If your item is faulty or does not match the specifications contained in your order, you should:

Contact our Customer Services team on 0845 602 1112*.
We will send you a pre-paid package in which to return your items so that postage will be free for you. Please note that pierced jewellery must be returned in its original sealed packaging.
Place the item into its original presentation box and make sure that the parcel is sealed securely. You should also place a copy of your despatch note into the parcel.
If the item is in its original condition, we will refund the goods.

Please note that we are unable to accept returns to store for Personalised or Engraved items.