customer services

Welcome to Ernest Jones Customer Services

Frequently Asked Questions

Where is my order?

If you purchased your order using an Ernest Jones account you can view the status of your order. You will have to sign in to your account to view any order information. Once you have signed into your Ernest Jones account you will be able to view your order history and track your orders.

How do I return/exchange an item?

If you would like to return or exchange an item we offer free and easy returns at Ernest Jones. Return your item in its original condition within 30 days to obtain a refund. See Returns and Exchanges for more detail.

How do I repair my item?

There are several repair and restoration services that we offer at Ernest Jones for both jewellery and watches. Visit our Repairs page for more information.

Can I place an International order?

Currently we only deliver to the UK. Unfortunately we do not deliver to addresses in Eire or the Channel Islands.

How do I order personalised jewellery?

Order personalised jewellery from Ernest Jones for gifts with a personal touch. Visit our personalised jewellery page and find the piece of jewellery you wish to create. You will be able to choose the metal you want, the gemstones to include and your own engraving if you wish. Make sure that your message is accurate as this is the exact text that will be on your jewellery.

Personalised jewellery returns

Note that we cannot accept returns or exchanges for personalised jewellery items unless they are faulty. See the personalised jewellery orders section of our returns and exchanges page for more information.

Personalised jewellery delivery

For personalised jewellery orders, it can take between 14 to 17 working days to be despatched.

How do I cancel my order?

If you change your mind after placing an order, you can cancel it at any time before we despatch it by telephoning us. For more information visit Returns and Exchanges.

How do I unsubscribe from emails?

If you wish to unsubscribe from an Ernest Jones email please click the unsubscribe link at the bottom. You will then receive confirmation that you have unsubscribed to this particular type of email. If you wish to unsubscribe from all Ernest Jones emails you will then have the option of doing so from this page.

You can edit your subscriptions or resubscribe at any time.

How do I report a technical problem?

Contact us through the contact form specifying a technical problem, or by telephone or email.

How do I use my Gift Card?

A gift card may be used as part or full payment on merchandise online or in any Ernest Jones store. For online purchases you will be asked on the Payment Details page in checkout if you have any gift cards, simply click the button within the gift cards section to enter your card details. The payments will be taken from the gift cards in the order that you enter them on the gift cards payment page. It is not possible to deduct chosen amounts from separate cards to make up the total purchase price. You can use up to 2 gift cards and/or insurance replacement cards combined per order.

Find out more about gift cards here

What's your policy on conflict diamonds?

The source of our diamonds is an issue we take very seriously. Visit our conflict diamonds page to learn more about our diamond sourcing policy.

How can I speak to someone?

You can contact us by email, phone, or post and we will be happy to help.