Frequently Asked Question

Who are we?

Jewellery by William.com is a family run business with over 35 years experience in the jewellery industry. We have been retailing diamonds and coloured stones from around the world as well as supplying multi national high street jewellery retailers for many years. You can be totally assured that we have the experience and knowledge to supply a unique and exquisite piece of jewellery to you.

Is it safe to buy on-line?

At Jewellery by William.com, all transactions are processed through a secure site run by The Royal Bank of Scotland (RBS WorldPay). RBS is one of the worlds leading banks and WorldPay process approximately 50% of all the UK's card transactions therefore your payment details and security is assured and guaranteed.

How do I pay and how secure is this method?
Payment is by credit or debit card via a payment gateway to a secure server run by Worldpay. We use this secure server for all our card payment transactions.

Is there a real saving against the high street retailers?

Cost savings are significant as the purchaser is buying direct from the manufacturer, and eliminating the extraordinary margins added by wholesalers and retailers.

Who do I contact if I need assistance?

If you have a query about an order, or wish to comment on the service you have received, or would like any further information and assistance please email customer.service@jewellerybywilliam.com or call our customer service phone line on 0845 519 0097

How do I place an order?

After choosing an item you would like to purchase click on the add to cart button. If for any reason you are unable to order in this way please send an e-mail to sales@jewellerybywilliam.com detailing the item or items you would like to purchase with your name and telephone number and we will contact you to arrange payment and delivery.
Alternatively you can contact us by telephone on 0333 344 5288.
What is the lead-time on orders?

As jewellery manufacturers we normally have most items shown on our website easily available, therefore your purchase is normally sent within 5 - 10 days of ordering.

I don�t see the diamond I am looking for

At Jewellery by William.com we always chose the best diamonds to ensure you will receive a much cherished diamond ring at an excellent price. However, should you not see what you are looking for please contact us as we are able to source loose or set diamonds to any specific requirements for an incredibly low price so we are sure we can find exactly what you are looking for very easily?

What if I don't like the item I purchased?

We offer a complete money-back guarantee on all items purchased except personalised and bespoke ones.
What if it�s the wrong size?
Should you have ordered the wrong size please contact us at customer service on 0333 344 5288 and we will advise you how to proceed with getting the right size. That is why we strongly recommend that you take advantage of our "Free Ring Sizer"
How do I cancel my order?
Please contact us as quickly as possible and if the item has not yet been dispatched we will endeavor to cancel the order at no charge. If the item has already been dispatched you will need to refer to our terms and conditions.

How do I return an unwanted item?
To return an item please contact us to inform us the item will be returned. Provided the item is returned to us within 10 days unused, undamaged and in its original packaging we will process a full refund.
Items not covered by our money back guarantee are personalised and bespoke designs that we have created to your specification.

Please note: Postage and wrapping costs are none refundable and insurance is at the senders risk.

Will my purchase be guaranteed?
We offer a 15 day money back guarantee on all of our products to allow you time to ensure you are entirely happy with your purchase. We also offer a full 36-month guarantee, which covers any manufacturing defects.
Where work has been carried out by a 3rd Party this guarantee automatically becomes void.
Please note that due to the exceptional skill of our setters and our in house quality control procedures your stones will not fall out of your jewellery, they can only be dislodged with undue force.
We therefore strongly recommend that you insure your jewellery as loss of diamonds or other stones do not fall under the Jewellery by William.com guarantee.

How do I return a damaged item?
Unfortunately breakages do occur. If this happens please contact us on 0333 344 5288 to let us know what has happened and provided the item is within its warranty period we will provide a replacement item free of charge and refund your return postage.
If you decide you don't want a replacement item a credit note can be issued for use against a future purchase.
Please note that due to the exceptional skill of our setters and our in house quality control procedures your stones will not fall out of your jewellery, they can only be dislodged with undue force.
We therefore strongly recommend that you insure your jewellery as loss of diamonds or other stones do not fall under the Jewellery by William.com guarantee.

Do you sell conflict diamonds?

Conflict diamonds is a term used to describe diamonds that originate from areas controlled by forces or factions opposed to legitimate and internationally recognised governments and are used to fund military action in oppositions to those governments, or in contravention of the decisions of the Security Council.
Our policy on conflict diamonds is absolutely rigorous. We will not buy, sell or handle any diamonds of unclear provenance.
We also insist that all of our diamond suppliers subscribe to 'The Kimberly Process Certification Scheme'.

Will I receive a valuation?

A fully recognised valuation certificate for all insurance purposes is available from an independent valuer for a greatly reduced charge. Jewellery by William.com will issue if requested a free appraisal of the jewellery you have bought showing all the details of the product you have purchased and an insurance replacement value.

How do I know if you have received my order?

Once we receive your order we will send you an automatic confirmation e-mail. If you do not receive this within 24 hours please send an e-mail to customer.service@jewellerybywilliam.com and we will check the status of the order.
When the order is processed and packaged ready for dispatch we will contact you via email to confirm the delivery details.

How is my jewellery despatched?

Royal Mail's Recorded Delivery or Royal Mail's Special Delivery service is used as it is totally secure, and guarantees next-day delivery before 1pm, (remember the package must be signed for). It will be delivered to you in a beautiful presentation box, complete with gift packaging and all of the associated paperwork.
Will I receive my item in a presentation box?
Yes, all jewellery shipped from Jewellery by William.com arrives in a stylish presentation box. All jewellery is packaged in a beautiful presentation box an outer carton and presented in a luscious mini carrier bag.

What delivery services do you offer?

Please refer to our delivery policy

Can I send my order to an alternate address?

For reasons of fraud prevention we are only able to deliver to the registered cardholder's address. In certain circumstances we can deliver to an alternative address, however this can cause a delay as a fraud check is required prior to dispatching the order.
Please see our delivery policy and then contact us if you wish the item or items to be delivered to an alternative address.
Do you deliver internationally?
Yes, we are able to deliver to a wide variety of countries outside of the UK including most of Western Europe and the USA but these are all subject to fraud checks. For orders delivered outside the EU we will not charge VAT.
Please contact us on our customer service phone line 0333 344 5288 to discuss the delivery options.