Frequently Asked Questions
Our Extended Christmas Returns Policy is now in place.
We want you to have a stress free Christmas shopping experience, so for all orders placed after Tuesday 1st November 2016 we're extending our returns policy to Tuesday 31st January 2017. During this extended period, if for whatever reason you or the recipient are unhappy with all or part of your purchase, your order may be returned as per our usual policy.
Orders & Delivery
Where is my order?
Our Customer Services team is available from 9am to 5pm (GMT) from Monday to Friday, so please feel free to get in touch for an order update. Alternatively, you may find the answers to some of your questions below.
We always keep you updated with regard to the status of your order by e-mail. Sometimes spam filters and various e-mail settings can stop our e-mails from reaching you, so to make sure you are kept up to date please check your "Junk Mail" folder, or if you are using an online or work-based e-mail system, you may want to check your spam filters as these may be filtering out such status e-mails falsely.
At QP Jewellers we make every piece of jewellery to order. This process involves setting, polishing, sizing and many other processes before we package the item and ship it to you. Due to these processes, from time to time it may not be administratively possible to keep you updated prior to dispatch, so we thank you for your patience.
If your order is overdue
Although we do our best to ship every order out on time, occasionally we do run very slightly over our estimates. If your estimated delivery date has elapsed and we have not got in touch with you in the meantime, please call us on (+44) 0845 643 6191. It may be the case that your order has had attempted delivery but you have not had notification that the item is being held at the local depot.
How do I track my order?
We currently use DHL Express to deliver UK orders and FedEx for the rest of the world. Please refer to the information below in relation to your county of residence.
Once your order is dispatched you'll receive a DHL Express tracking number which indicates an estimated date and time of delivery. If you have any further questions regarding the delivery or time of delivery of your order, you may contact DHL Express Customer Services via phone on 0844 248 0844 or via their website. Please ensure you have your DHL Express tracking number to hand.
Rest of World
For the rest of the world, we use FedEx to deliver your order. Once your order is dispatched you'll receive a FedEx Express tracking number which indicates an estimated date and time of delivery. If you have any further questions regarding the delivery or time of delivery of your order, you may contact FedEx Customer Services via their website at www.fedex.com. Please ensure you have your FedEx tracking number to hand.
How long will it take to receive my order?
Our aim is for all orders to be dispatched within 48 hours of payment. All of our jewellery is made to order, so from time to time certain items can take an extra two or three working days. Because of this, we display an Estimated Delivery Date next to each item on the website. Although this is an estimate, we do everything we can to ensure that this date is met.
All orders are dispatched by DHL Express (UK orders) or FedEx Express (Rest of World orders). Deliveries have a usual time frame of two working days for Mainland UK and Canada, and three working days for Europe, and Australasia and the rest of the world. Factors such as your physical location are taken into account when determining our Estimated Delivery Date, so we've ensured it is always accurate. When an order is dispatched, an automatic e-mail will be sent with details of your DHL Express or FedEx Express tracking number. This can be entered at http://www.dhl.co.uk/en/express/tracking.html for DHL Express tracking numbers or www.fedex.com for FedEx Express tracking numbers to track the whereabouts of your order right up to delivery.
Can you deliver to an alternative address?
In the checkout you can specify a separate billing and delivery address if you want to pay for your order using a card registered to a home address, for example, and have your order delivered to a work address. You could also have an order delivered direct to a recipient who lives far away if that is more convenient for you.
Although rare, we may sometimes have to carry out additional security checks where orders are paid for with a card registered to an address other than the delivery address. We only carry out checks when instructed to do so by our payment provider. In such circumstances your order may incur an extra one day delay at times, but checks usually only take a matter of minutes.
Which countries do you deliver to?
We currently deliver to the following countries by free, insured FedEx Express or DHL Express delivery:
- Bosnia and Herzegovina
- Czech Republic
- Hong Kong
- Isle of Man
- Netherlands Antilles
- New Zealand
- Saint Lucia
- San Marino
- South Africa
- South Korea
- United Arab Emirates
- United Kingdom
- British Indian Ocean Territory
- British Virgin Islands
- United States
- US Minor Outlying Islands
- US Virgin Islands
- Vatican City
Can I place an order by telephone?
Yes - please call us on (+44) 0845 643 6191 - available between Monday and Friday from 9am to 5pm (GMT) to place a telephone order. The whole process should take no longer than a few minutes. Telephone orders will be processed in exactly the same way as online orders. We will need to take an e-mail address for confirmation and shipping information to be sent to.
Is the jewellery insured during transit?
Yes. All jewellery we ship is fully insured during transit. This covers the order from dispatch to delivery. It ensures that, should anything happen to the jewellery during transit (loss, theft or damage), another item can be sent to you straight away. We would then work with our courier to take care of the investigation into the loss, theft or damage.
Is the jewellery sent in plain packaging?
Yes. Our jewellery is sent to you in discrete packaging so as not to spoil any surprises. The jewellery is packaged in a presentation box with outer sleeve, inside packaging to prevent any damage, an envelope and a FedEx or DHL box. The box has no immediate information regarding jewellery on the outside and is completely plain.
What time of day do you deliver?
Once your order is dispatched you'll receive a tracking number which indicates an estimated date and time of delivery. Times differ, but your tracking information should be accurate to a two hour window. With DHL orders you will also receive a free SMS if a mobile number was entered at checkout - you then have the option to change the delivery time slot or delivery location.
What happens if nobody's home?
All orders are shipped by FedEx Express or DHL Express delivery and require a signature at the door. This is for your own security and ensures that in the event of anything being lost, we can easily track it down and have another order sent. As a signature is required, there will have to be someone present. If nobody is available when the delivery person arrives, your order will be held at your local FedEx or DHL facility and a card will be left. You can then arrange a redelivery or pickup from the facility.
Can I collect my order?
At present it is not possible to collect your order in person. Our factory, warehouses and offices run an advanced distribution system that allows your order to be dispatched as quickly as possible, and currently we do not have a public pickup point as this would increase overall costs to you. We may decide to introduce a pickup point in future.
Do you deliver to BFPO addresses?
Yes, we do deliver to BFPO (British Forces Post Office) addresses. Just enter the BFPO address as normal in the "Shipping Information" part of the checkout. As shipping to BFPO addresses may take an extra few days for delivery, we will do our best to ensure such orders are processed with urgency at all times to reduce the overall delivery time.
Do you offer a gift wrap service?
No, we do not currently offer a gift wrap service.
Please see the QP Jewellers Money Back Guarantee & Returns Policy for detailed information about returns.
Website & Customer Service
How do I know it's safe to order?
QP Jewellers has partnered with Comodo to provide the highest available level of website security using the Comodo Extended Validation (EV) SSL certificate. This 2048-bit, highest assurance SSL certificate ensures that all your personal and payment details are kept safe at all times. QP Jewellers is fully PCI DSS compliant to standards defined by the Payment Card Industry Security Standards Council.
The green address bar in your browser displays our company name and details. QP Jewellers regularly undergoes full organisation validation and testing by third parties in order to maintain this seal - one which is associated with only the most trusted companies on the Internet.
Why do I get a payment error at checkout?
Occasionally we may decline your card: this can happen for a number of reasons. The most common reason is due to the card issuing bank putting a temporary hold on your card for security reasons. Banks often do this when their system detects a high priced online transaction on an account that may have only had light use in the recent past. If this happens, please call your bank or credit card company to inform them that the purchase is genuine (if they haven't called you first), and try again. Your card will not be charged more than once.
If you have any other error messages or require any assistance during the ordering process, please don't hesitate to give us a call during working hours (GMT) on 0845 643 6191.
Why are your prices so low?
As jewellery manufacturers for many years, QP Jewellers strives to offer the best prices on the web for high quality diamond and gemstone jewellery. We take pride in putting quality first. We consistently check and compare to ensure our prices are competitive. As QP Jewellers operates solely online, we don't have the overheads associated with running a chain of physical stores. Where high street jewellers are increasing their prices to cover such overheads, we don't have to.
What are your opening times?
Our store is open 24 hours a day, 7 days a week. Our Customer Services team are available from Monday to Friday, between 9am and 5pm (GMT). During these times feel free to give us a call or drop us an e-mail with any questions. You can also use our Live Chat system wherever a speech bubble appears at the bottom-right of the website, and we will assist you immediately.
What telephone number do I use?
Our Customer Services telephone number is 0845 643 6191 (within the UK) - available between Monday and Friday from 9am to 5pm (GMT).
Outside the UK? Please call +44 845 643 6191 - available between Monday and Friday from 9am to 5pm (GMT).
What are your response times?
E-mails to our Customer Services team and queries through our contact form are normally responded to within three working hours, between Monday and Friday from 9am to 5pm (GMT).
Our Live Chat system will show an "Online" status with a speech bubble in the bottom right corner of your browser window from 9am to 5pm GMT. Please drop us a message and one of our representatives will respond immediately.
Our Customer Services telephone line is available between Monday and Friday from 9am to 5pm (GMT). Please feel free to give us a call on (+44) 0845 643 6191. If there are no Customer Services representatives available, please leave us a message and we'll get back to you very shortly.
What does your guarantee cover?
We want you to be satisfied each time you make a purchase from our site. If for whatever reason you are unhappy with all or part of your purchase, we give you seven working days from receipt of the goods (not including weekends or public holidays) to notify us that you will be returning the item(s). You then have a further seven working days to ensure the return is on its way back to us. If no prior arrangement is agreed upon by QP Jewellers, goods will be returned to the sender.
When returning jewellery under our Money Back Guarantee please ensure the item is unused and complete with all tags attached. Returned jewellery must be unworn and not modified or altered. Removing the attached tag or wearing the jewellery is your acceptance of the jewellery. Items that have been engraved, inscribed or otherwise altered cannot be returned under our policy.
Please see the QP Jewellers Money Back Guarantee & Returns Policy for more information regarding this.
How do I e-mail QP Jewellers?
If you would like to e-mail us directly, please use one of the following e-mail addresses:
For sales enquiries: email@example.com
For help with a recently placed order: firstname.lastname@example.org
For appraisal enquiries: email@example.com
For affiliate enquiries: firstname.lastname@example.org
For bulk and wholesale enquiries: email@example.com
For technical issues: firstname.lastname@example.org
Do you have a physical store?
No, we do not have a physical store nor the overheads associated with it. This means we can keep costs as low as possible ensuring our customers receive the best possible prices. As with the majority of online jewellers we do not have a showroom at any of our office or factory addresses.
Jewellery & Gemstones
Do you supply certificates with the jewellery?
QP Jewellers will send an Official Manufacturer's Appraisal Certificate for every item purchased from our store. Appraisals show the independently valued retail price of each genuine QP Jewellers item. The appraisal value is calculated using thorough evaluation of all characteristics of the jewellery to be appraised.
A breakdown of the cut, colour, clarity and weight of each gemstone is supplied on each appraisal certificate. In the event of loss, theft or damage, your insurance company will offer an equal replacement when the certificate is presented to them. Exact appraisal values are also indicated throughout our web site.
In addition, each item of jewellery is supplied with a QP Jewellers Certificate of Authenticity card. This small card is a guarantee that the item(s) you have purchased are authentic, official and direct from QP Jewellers.
What is my ring size?
At QP Jewellers we offer every ring size from A to Z, including half sizes. There are several ways to find your exact ring size - most involve visiting your local high street jeweller and using gauge rings or calipers, which is a service offered by every jewellery store. Alternatively, if you reside in the UK please click here to order a free Ring Sizer from us.
No matter which size you order you can rest assured that our delivery time scales will remain unchanged.
Are your stones natural or treated?
All of our diamonds and gemstones are natural, with the exception of Cubic Zirconia which is a fully synthetic stone. Be aware of a large number of online and high street jewellers who sell jewellery remanufactured using composite gemstones. Composite gemstones are glass filled to improve the transparency of the stone while decreasing its value. QP Jewellers do not use this method and only sell jewellery with natural stones.
The natural processes that occur in the earth's core over millions of years to form the gemstones involves exposure to extremely high temperatures. Once mined and cut, most stones undergo heat treatment where the stones are heated up to 1800 degrees C (3300 degrees F) to naturally enhance the colour of the stones. This is a secondary continuation of the earth's natural heat process and is in no way artificial, which is why almost all stones used in fine jewellery have undergone this enhancement process. Some cuts of stones in our jewellery have undergone such treatment, and some natural, raw cuts (such as the briolette) have not.
Are your gemstones ethically sourced?
Yes. We take great pride in maintaining solid relationships with only the best gem miners and suppliers. We only source diamonds and gemstones from the most trusted of global sources. QP Jewellers have strict ethical policies that ensure complete elimination of unfair treatment, substandard conditions or conflict associated with any individual or organisation working directly or indirectly in the supply chain.
QP Jewellers do not - and will never - buy, sell, nor distribute conflict diamonds (also known as blood diamonds). "Conflict diamonds" is a term to describe diamonds that are sourced from areas controlled by insurgencies and forces that use the subsequent profits to operate illegal activities.
What quality of diamonds do you use?
Our diamond jewellery is made using stones of varying colour and clarity. Our diamonds range in colour from G to M, and in clarity from I-3 to SI-1. Detailed information about these characteristics is shown on the product page of each diamond item.
During the manufacturing process of diamond items, our jewellers check the colour and clarity thoroughly to verify it is exactly as listed on-site. Once the piece is finished, the stones are then checked once again as part of strict quality control before the item is packaged to be sent.
Why are diamonds expensive?
Contrary to popular belief it is not the rarity of diamonds that makes them expensive - indeed they are no rarer than some other stones that are valued lower. Diamonds are considered to be the most beautiful stone that exists, and throughout the ages they have been recognised as the stone that symbolises wealth, class, love and sophistication.
Diamonds are notoriously difficult to cut and polish due to their extremely high hardness on the Moh's Scale of Mineral Hardness, which drives the price up. Another factor that inflates the global price of diamond artificially is the fact that their supply is strictly controlled, and only a certain number of diamonds are permitted to be sold each year.
Are your gemstones conflict free?
Absolutely. QP Jewellers do not - and will never - buy, sell, nor distribute conflict diamonds (also known as blood diamonds). "Conflict diamonds" is a term to describe diamonds that are sourced from areas controlled by insurgencies and forces that use the subsequent profits to operate illegal activities. All of our diamonds are sourced ethically and legitimately as part of our strict ethical policy in an on-going effort to help eliminate conflict diamonds from the supply chain.
Why is ruby red?
Ruby is named from the Latin word "Rubrum", which means red. Rubies and sapphires originate from the mineral Corundum. Rubies appear red in colour due to the impurity Chromium, which is found naturally throughout the stone. Stones vary in hue, with deeper reds and violet hues present in rubies found in Thailand, and pinkish red hues present in rubies mined in Burma.
The vivid red tones found in rubies have long characterised them as some of the most beautiful gemstones in existence, and through centuries the ruby has come to epitomise power, protection and elegance.
How is a ruby formed?
Rubies are fascinating gemstones and have symbolised power and protection for thousands of years. Rubies are a variety of the mineral Corundum, from which Sapphire also forms. This very attractive mineral comes in various colours: Sapphires in blue, orange, yellow, pink and green, and rubies in luscious red.
Why white gold instead of platinum?
At QP Jewellers we offer thousands of jewellery items in stunning white gold. Currently we do not sell platinum jewellery. The reason is simple: white gold is far more popular than platinum, and much more affordable. Platinum has, however, become more popular in the last ten years or so, but white gold will always remain the favourite choice by and large. Below are some other differences between the two metals:
The platinum used for jewellery manufacturing is usually, but not always, of very high purity. In this respect it is more often than not purer than gold used for jewellery (with the exception of 24 carat gold which is 100% pure.) The purity of the platinum is denoted by parts per thousand, for example 950 is platinum that is 95% pure: anything of this amount or greater is simply referred to as pure platinum. Pure platinum is normally valued at two to three times the value of gold, but as of Q1 2013 is actually valued less than gold. This is a good example of how markets can fluctuate over a relatively short space of time.
The reason for the whitish colour of white gold is due to the alloys used: commonly copper, palladium and zinc, which change the colour from the gold's natural yellow hues. White gold jewellery is often plated with rhodium. Depending on how close the jewellery hugs the skin, this rhodium layer can wear, or tarnish, over time (especially in rings, which are worn regularly and hug the skin.) White gold rings should therefore be re-plated every one to two years in order to sustain the bright white lustre of the metal. This can be done at any jewellers for little to no cost.
Platinum is a very dense metal that is much less malleable than gold. For this reason it is much more labour intensive to produce platinum jewellery. Therefore, regardless of the current prices of the raw materials platinum jewellery is always more expensive to buy than gold or white gold jewellery. As it is not alloyed with other metals to change its colour nor rhodium plated, platinum jewellery does not tarnish over time in the same way as white gold jewellery. However, it may lose its lustre over time, which can be regained through having the platinum professionally polished.
What types of pearls do you use?
Freshwater pearls are cultivated from freshwater molluscs found in lakes, rivers and ponds. One mollusc can naturally create up to 50 pearls at a time. It takes several years for a pearl to grow. Saltwater pearls, such as the oriental Akoya Pearls, are created in oysters found in the ocean and are a lot harder to come by than freshwater pearls. However, in the last few years it has been increasingly possible to harvest rounder, stunning quality freshwater pearls with a full nacre and brilliant lustre. Freshwater pearls are now the most popular of the two for this reason, and at QP Jewellers we source high quality natural freshwater pearls for all our beautiful pearl jewellery.