Delivery & Returns
Last updated: 30 April 2026
SHIPPING POLICY
All orders are carefully packaged and dispatched using a tracked and insured delivery service, typically Royal Mail Special Delivery Guaranteed or an equivalent service depending on the value and nature of the order.
Most in-stock items are dispatched within 2–3 working days. Please note that dispatch times may vary during busy periods such as Christmas, sales events, or where items require additional preparation, including resizing or final quality checks.
Delivery is free for all orders over £500. For orders under £500, a delivery charge of £9.95 applies. Delivery costs will always be clearly displayed at checkout before you complete your purchase.
Once your order has been dispatched, you will receive confirmation and tracking information where applicable. A signature may be required upon delivery, particularly for higher-value items, to ensure safe receipt.
Risk in the goods passes to you once the order has been delivered to the address provided, in accordance with applicable consumer law.
RETURN & EXCHANGE POLICY
We hope you are happy with your purchase. However, if you change your mind or wish to return an item, we are happy to assist in accordance with this policy and your statutory rights under UK consumer law.
This returns policy applies to online purchases and does not affect your legal rights, including your right to cancel where applicable under the Consumer Contracts Regulations.
ONLINE ORDERS
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, items must be unworn, unused, and in the same condition that you received them. Items must be returned in their original packaging, including any tags, certificates, boxes, or documentation provided. Proof of purchase is also required.
For hygiene reasons, earrings and body jewellery (including belly bars) cannot be returned if the packaging has been opened or the item has been worn, unless the item is faulty or not as described.
Bespoke, personalised or custom-made items are not eligible for return unless they are faulty, damaged on arrival, or not made in accordance with your order. This does not affect your statutory rights.
To begin a return, please contact us at sales@aleksjewellers.co.uk with your order number and details of your request. Once your return has been approved, we will provide instructions on how to return your item.
Items should be sent to:
Aleks Jewellers (Returns)
40 London Street
Norwich
NR2 1LD
We recommend using a tracked and insured delivery service when returning items. Customers are responsible for return postage costs unless the item is faulty, incorrect, or sent in error.
We cannot accept responsibility for items lost or damaged in transit when being returned to us.
REFUNDS
Once your return has been received and inspected, we will notify you of the outcome. If approved, refunds will be issued to your original payment method. Refunds are normally processed within 14 days of approval, however please allow up to 30 days in some cases depending on your payment provider.
DAMAGES AND ISSUES
Please inspect your order upon receipt and contact us immediately if your item is damaged, defective, or if you have received the wrong item.
Where an issue is confirmed, we will work with you to resolve it as quickly as possible, which may include repair, replacement, or refund depending on the circumstances.
This does not affect your statutory rights.
IN-STORE PURCHASES
Items purchased in-store are subject to separate in-store policies, which may differ from online purchases. Please refer to your receipt or contact us directly for further information.
This does not affect your statutory rights under UK consumer law.
EXCHANGES
Exchanges are subject to stock availability.
Where possible, we are happy to assist with exchanges for eligible items. However, bespoke, personalised items, earrings, and body jewellery are not eligible for exchange unless faulty or not as described.
For assistance with an exchange, please contact us at sales@aleksjewellers.co.uk or visit us in store.
IMPORTANT INFORMATION
We reserve the right to refuse returns that do not meet the conditions outlined in this policy, including items that are returned worn, damaged through misuse, or missing original packaging or components.
For high-value items, we recommend using a tracked and insured delivery service when returning goods.
Responsibility for returned items remains with the customer until they are received by us.