FAQs
How can I contact Customer Service?
We are available Monday to Friday 9 am to 5 pm GMT. You may contact us by email on contact@illumijewel.co.uk
Alternatively, you can also use messenger via Facebook or Instagram to speak with us directly to speak with us in live chat.
Talk to us via Facebook Messager —> Click Here
Talk to us via Instagram —> Click Here
How do I look after my jewellery?
Please see our section on Product Care.
I have never purchased jewellery online before, how can I be sure I will be happy with my decision?
At ILLUMI JEWEL we use professional photos to showcase all our jewelleries under natural light and uses a model to give a feel of what the jewelleries would look like when they are worn. All our descriptions to our jewelleries are as detailed as possible, and if you have any questions, we are always happy to answer them.
However, should you wish to return the item, you have 14 days from the date of receipt to change your mind and we will happily refund your payment (except Express delivery charge).
SHIPPING:
Delivery - How long will my package take to arrive?
We offer complimentary shipping on all of our UK online orders, which we aim to dispatch within 1-2 working days depending on stock level. Upon dispatch, you will receive a confirmation e-mail.
UK Standard Delivery:
Free to all UK orders, delivered by Royal Mail. Orders should arrive within 2-4 working days once dispatched.
UK Special Next day by 1 pm:
Delivered by Royal Mail. Orders will arrive the next working day if ordered by 12 pm. The postage fee is £5.00 for one item, additional item at +£0.50 each.
In normal circumstances, if you complete an order online after 12 pm on a Friday, your item will be dispatched the first thing on the following Monday morning.
United States (International Tracked & Signed For):
Orders will arrive within 7-10 days, all orders are available to track, and needs signature upon receiving.
RETURN POLICY
Whilst we hope that you will love your ILLUMI JEWEL, you can return or exchange items 14 days from the purchase date so long as they are unworn, undamaged and in a good condition. The shipping and any international duties charges are non-refundable.
Please Contact Us should you wish to return your jewellery.
*Please do not ship back without contacting us, as we will arrange a collection to ensure safe delivery.
Kindly note earrings are excluded from the returns policy due to hygiene reasons. All items returned as faulty will be inspected and any item displaying damage deemed to be a result of misuse, accidental damage or fair wear and tear caused by you will not be accepted as faulty.
COMISSION
I cannot find a piece of jewellery I wanted a while ago, what can I do?
If you cannot find the piece you wanted or have seen, please email us at contact@illumijewel.co.uk. In most circumstances, we are happy to reproduce a discontinued piece for all our customer, unless we discontinued the piece for a particular reason. We are also happy to tailor-make a piece to your specifications.
Can you tailor-made a piece? How long do I have to wait?
Yes, we are always happy to tweak a current product to your liking, or create a completely unique piece just for you! As special orders are generally unique pieces, delivery time may vary. Depending on the item, it may take between 1 and 2 weeks allowing us to source stones and to hand make the jewellery for you. All items requested for special orders are non-returnable and non-refundable.
What if my jewellery arrives and it doesn’t fit?
At ILLUMI JEWEL we are happy to adjust certain pieces of jewellery once purchased. Please contact us via email on contact@illumijewel.co.uk with your request and we will endeavour to help you.
You can also make a special request for a desired length/size before purchasing online.
Please email us at contact@illumijewel.co.uk. We will contact you if there is an additional charge or additional delivery times associated with your request. We also have a bespoke jewellery service.
DO YOU DO GIFT WRAPPING? WILL MY ITEM BE BOXED?
Yes. Gift wrapping is provided as standard on every purchase with a jewellery box, hand-tied ribbon and a mini bouquet of dried flowers.
ARE ITEMS PURCHASED ONLINE ACTUAL SIZE?
It is impossible to show an actual size image on the Internet because computer monitors vary in size. We endeavour to show you the correct size in our model imagery and with the details in the specification section with each piece.
CAN I ORDER FROM OVERSEAS?
Yes, you can. All you need is a credit or debit card, and checkout using our payment system run by Stripe or Paypal, you don't have to be a Paypal user. Your bank or Paypal will automatically convert the currency for you. Please note some banks charge for the currency exchange service, please request information from your bank card before making an order. ILLUMI JEWEL is not responsible for any additional charges made by the bank for processing a transaction.