FAQs

How do I place an order?
When you have found the items you want to buy, select the material and size (if required) and click on the 'ADD TO BAG' button. This will put the item in your basket.  You can see how many items are in your bag and edit them at any time by going to the bag icon in the top right hand corner.  When you're happy with the items in your basket, click the 'CHECKOUT' button to place your order.  We will send you a confirmation email to the email address you have registered.  (If you do not receive this, please check your junk mail.)  If you have any problems receiving this email,  contact us on online@lancejames.co.uk and we will be happy to help.

What payment methods do you accept?
We accept Visa, Mastercard, Maestro, PayPal and Amazon Payments.

What delivery options do you offer?
You can find all of our delivery information here.

Can I add to / amend my order?
Yes, if you contact us within an hour of placing the order, it may be possible to amend your order.  If it is regarding a change to the delivery address, we suggest you ring or email us immediately.  If you would like to add another item to your order, please place a separate order and then email us so we can amalgamate your orders.

Can I change my delivery address?
Unfortunately, at present, we are unable to deliver items to a delivery address that is different to the one your card is registered with.  

Can I cancel my order?
We may be able to cancel your order but we ask this to be done by telephone within an hour of placing your order.  If it is too late for us to cancel your order, you can return your purchase using the returns form.  Simply fill in the form and return your item to Lance James The Jewellers at 3 Barrack Square, Chelmsford, Essex, CM2 0UU.  Parcels should be sent by Recorded Royal Mail (with the appropriate insurance) so that it can be tracked. Please make sure that you keep proof of posting as we cannot be held responsible for items that are lost or damaged on their return to us.  Once we have received the goods, we will process a refund and send you a confirmation email to confirm it has been actioned.  Please note that it can take up to ten working days for the money to reach your account.

What do I do if there is a problem with my order?
Please contact our Customer Service team here.  Telephone calls and emails will be answered during our office hours Monday to Friday, 9.30am-5pm.

My order did not go through but I think you have charged me?
As soon as an order is placed, a charge is taken and you should also receive a confirmation email. If you are worried your order has not gone through but payment has been taken, please contact us here.

Can I find out if you will be getting replacement stock on items that have sold out?
Yes, please email us here and Customer Services will be happy to advise you if a particular item will be returning to stock.

What shall I do if I receive my order but one of the items is missing?
If you haven't been informed via email or telephone call about the missing item, please contact our Customer Service Team here.

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?
Unfortunately, despite our website saying the item was available when you placed the order, when our staff went to pick your order, they found that there was no stock available. This does not happen often, but if it does, we can either hold the order until it comes back into stock, exchange the item for something else of a similar value or offer you a full refund.

What do I do if I have received an incorrect item in my order?
At Lance James, we take extra care to make sure we get your order right but we do occasionally make mistakes. If this does happen, please fill out the returns form explaining that the wrong item was sent and giving details of the item you expected to receive.  As it was our mistake, we can of course refund you for the return postage on return. Please ensure that you send us a copy of your proof of postage and receipt when you return the item so that we can reimburse you the correct amount.

What is your returns policy?
You can see our Returns Policy here.

Can I use more than one discount offer on my order?
Our promotions/discounts cannot be used in conjunction with any other offer and are not valid on any sale items.

Why doesn't my promotional code work?
Firstly, check you are entering the exact code given and that the code has not expired. Some of our promotional codes are only valid on certain collections so make sure to read the small print. If problem persists, please contact the Customer Service Team here.

What do I do if I have forgotten the password to my account?
Simply click 'Forgot your password?' under the returning user login. A link will be sent to the email address registered on your account so that you can re-set the password.

How can I have my details removed from your mailing list?
There is a button that says 'unsubscribe' at the bottom of every email we send.  Click this button to remove your email address from our mailing list.  Alternatively, you can email us with your details and we can do this for you.



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