FAQs

FAQS

Placing An Order

I placed an order but have not received an email order confirmation. What’s going on?

You should receive an order confirmation to your email within several hours of placing an order. 

If you have not received one, it is possible that your order didn’t go through correctly. Please send us an email at info@eshlyjewellery.co.uk or call us on +44 (0)734-1515-812. Let’s get this sorted as fast as we can!

Which payment methods do you accept?

We've tried to be as flexible as possible. There's nothing worse than finding a bracelet you love and then being unable to place your order!
We accept payment via Visa, MasterCard, American Express, Visa Debit, Visa Delta, Apple Pay, Google Pay, and PayPal. 

Shipping

I just placed an order, when will it be shipped?

Luckily for you, we ship products directly from our London-based warehouse. No need to worry about shipping delays from China and customs issues. 

We process orders within 1-2 business days, and average shipping times are 3-5 business days. You can expect to receive your jewellery purchase within 7 business days of placing it.

Can I track my order once it has been shipped out?

Sure! We use tracked shipping so you can keep an eye on your order’s whereabouts. A tracking number will be provided via email once your order has been dispatched. 

If you have not received a tracking number after 3 business days, please email us at info@eshlyjewellery.co.uk.

I have entered an incorrect address. What do I do now?

If you misspelled or incorrectly auto-filled an address, notify us right away via email at info@eshlyjewelry.com. If the address is wrong we can change the address to the correct one within 24 hours. After 24 hours, if the product has already shipped we will be unable to provide a refund.

How long does shipping take?

Shipping time varies depending on destination. We ship from London so if you live at John O’ Groats it will take a little longer to reach you than if you live in Southend-on-Sea. 

Average shipping time is 7 business days, and you can track your order’s journey once it has been dispatched.

Returns

I am not satisfied with my order, can it be returned? 

We offer a full refund if the item is returned with labels intact within 30 days of purchasing. Buyer pays return shipping unless the item is faulty.

Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

I received a faulty item. How do I return it?

All items are checked for faults and defects before being shipped from the warehouse. However, in the event that a faulty product does reach you follow these steps to receive a refund:

  • Contact us at info@eshlyjewelry.com within 24 hours of receiving the product.
  • We will respond via email with a refund confirmation and return address for the item. 
  •  Ship the product back to us with all original packaging. Buyer pays return shipping fees. Please include your name and order number on the returned parcel., 
  • Once we have received the returned product we will refund the full amount of your original purchase to the account you made the purchase with. 

Can I cancel my order?

We all change our minds sometimes, so no worries if you want to cancel an order you’ve just placed! You must cancel your order before it ships. If the item has already been dispatched please use our easy return system to get a full refund.

I have a question that wasn't answered, can you please help?

Absolutely! We are here to help you have a smooth and pleasant shopping experience. 

Please send an email to info@eshlyjewellery.co.uk and we will be happy to assist you in any way we can.

Since we receive a large number of emails, please attach your order number and explain the problem clearly, so we can reply promptly.