Delivery & Returns

DELIVERY CHARGES

UK Customers

Under £50

Royal Mail Signed For® 2nd Class - £4.50

Royal Mail Special Delivery Guaranteed® (Monday - Friday, on orders placed before 15:00 PM) - £7.95

£50 and over

Royal Mail Signed For® 2nd Class FREE

Royal Mail Special Delivery Guaranteed® (Monday - Friday, on orders placed before 15:00 PM) - £7.95

If you would like your item sooner or delivered on a Saturday, please contact us and we will do our best to accommodate you. This service may incur an additional charge.

Overseas Customers

Under £500 

International Tracked (Tracked & Signed where applicable) - £15

£500 and over

International Tracked (Tracked & Signed where applicable) FREE

DESPATCH

Due to the variety of ranges that we stock, despatch times will vary according to each item.  The despatch time will be detailed on each product page.  

Although we aim to despatch all standard orders within one working day* of the order, all orders are subject to product availability and locations, as occasionally items may be sent out directly from our stores.  When ordering an item, please make sure you allow for both the despatch time as well as Royal Mail’s delivery time.

(*Working days mean Monday to Friday except for national holidays.  Orders that are received on a Saturday or Sunday will be considered as being received on the following Monday.)

Despatch of made-to-order items (eg. rings made to a specific size, eternity rings, bespoke designs or personalised jewellery) may take up to 30 workings days.  However, if you require urgent delivery, please call our customer service on 01245 698386 to discuss your requirements and we will endeavour to progress your order with our express service.

In the unlikely event that the despatch of your order from Lance James is delayed for any reason, we will contact you immediately by email or telephone.  Please note, however, that we are unable to leave a message on an answerphone.


ROYAL MAIL DELIVERY 

United Kingdom Deliveries

Our deliveries are made by Royal Mail Special Delivery Guaranteed by 1pm and Signed For services.  However, only Special Delivery is guaranteed.  (Please note that these services do not deliver on Saturdays or Sundays).  At present, we deliver to UK addresses only.

Your order will be securely packaged and insured against loss, damage or theft during transit.  Please make sure that you inspect the package for damage or tampering before receiving or signing for receipt.

You will be asked to sign for the delivery and this will be used as proof of delivery.  Please ensure that the address you provide us with is secure and that you are able to sign for delivery. Please note, once your item(s) have been despatched, they are no longer the responsibility of Lance James the Jewellers.

Please note that Royal Mail services are sometimes affected during peak holiday times, so please allow sufficient time to place your order.  Lance James the Jewellers cannot be held responsible for Royal Mail’s service.  Similarly, Lance James the Jewellers cannot be held responsible for events that are outside our control eg. delays at Customs, adverse weather conditions.

If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.

Oversea Delivery

All our overseas deliveries are made by Royal Mail International Tracked (& Signed For, where applicable) service.  Please ensure that the address you provide us with is secure and that you are able to sign for delivery. Please note, once your item(s) have been despatched, they are no longer the responsibility of Lance James the Jewellers. 

Please note that Royal Mail services are sometimes affected during peak holiday times, so please allow sufficient time to place your order.  Lance James the Jewellers cannot be held responsible for Royal Mail’s service.  Similarly, Lance James the Jewellers cannot be held responsible for events that are outside our control eg. delays at Customs, adverse weather conditions and some more remote locations may take slightly longer than quoted

Overseas customers will be responsible for all duties and taxes incurred in the country of destination.

If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.

COLLECTIONS

You can opt to collect your purchase from either of our stores and this service is free of charge.  You should bring with you the despatch email, the credit card that you used to purchase the item and one other form of ID.  The person collecting must be the person who paid for the goods.  Please call 01245 698386 to arrange a collection date; goods must be collected within 5 days of the completion of the order.


INTEREST FREE CREDIT ORDERS

Orders purchased using Pay4Later will only be despatched once your application has been confirmed by our finance company.  These orders can only be delivered to your billing address.


RETURNS

Lance James The Jewellers are happy to refund any item that satisfies our returns criteria provided.  Customers within the United Kingdom are to return items to us in a saleable condition within 14 days of receipt.  Overseas customers must return the item to us within 28 days of receipt.  Your rights to return goods are protected under the Consumer Contracts Regulations – June 2014.

All items must be returned unworn, in their original packaging together with proof of purchase and all associated material.  Multi-buy promotions can only be refunded as a whole.  Any free gift(s) received as part of your order must also be returned.  This does not affect your statutory rights.

This returns policy only applies to items sold via the website; items purchased from the website cannot be returned to our stores.  For our store’s policy, please contact the store directly. 

RETURNS CRITERIA

Unfortunately, the following items are not eligible for return:

  • earrings and pierced jewellery
  • rings that are made to your size
  • bespoke items, one-off commissions and made to order items
  • items that have been customised, sized, engraved or personalised in any way

Gift vouchers and gift cards cannot be refunded for cash.


HOW TO RETURN AN ITEM

  • Inform us by email to online@lancejames.co.uk that you wish to return an item.
  • Once you have received authorisation from Lance James, please return your item using Royal Mail’s Special Delivery service or if overseas, we strongly recommend that you use FedEx/DHL using the appropriate insurance within 5 working days of the date of the authorisation, to

Lance James Online,
3 Barrack Square,
Chelmsford,
Essex,
CM2 0UU

  • Make a note of the tracking reference provided by your chosen courier.  Please ensure you keep proof of posting as Julant Limited cannot be held responsible for items that are lost or damaged on their return to us.
  • All items returned will be checked by our experts before a refund is processed. 

Any items showing signs of wear, alteration or resizing (by a jeweller other than Lance James) or damaged in any way cannot be accepted for return.

 

REFUNDS

We aim to make a refund within 10 working days of receipt of the returned item(s) although this may vary during busy periods.  All refunds will be made by the same method of the original payment; refunds may take up to 5 working days to appear on your statement.  We are unable to refund the postage & packing charge for any customer.  Unless the item(s) returned were faulty or damaged in this case, please notify us immediately by email to online@lancejames.co.uk. 

We will not refund any custom duties fees for our overseas customers.


EXCHANGES

Unfortunately, we are unable to offer exchanges at this time.


WARRANTY

In the unlikely event, that your jewellery requires repair, Lance James the Jewellers offers a 12 month warranty from the date of purchase on the production of proof of purchase.  This warranty guarantees against defects in manufacturing and workmanship and does not apply to general wear and tear, abuse, misuse or physical damage whether accidental or otherwise.

If the item has been in any way tampered with or altered by the customer, another jeweller or any other third party, the warranty and the returns policy will cease to apply and the item becomes non-refundable and non-returnable.


CHRISTMAS RETURNS

Lance James is happy to extend our returns policy during the Christmas season and any orders placed from 16th November to 23rd December, can be returned by 15th January with proof of purchase. 

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