Returns & Exchanges

We aim for you to be delighted with your purchase and therefore offer you 30 days to change your mind on any items. You can do this by filling out the form provided with your order or otherwise. We will provide a refund of all payments received (not including delivery upgrades), usually within 2 working days of your return reaching us (it may take a little longer at busy times or for more complex returns), and this will be made to the original payment method. For the majority of payment methods, this will then take 3-5 working days until it shows on your statement.

Please ensure items from your order are suitable to be returned as we are unable to accept items which have been worn under our returns policy. For hygiene reasons, we are unable to accept returns or exchanges on earrings once the hygiene seal has been broken. This policy is in line with industry standards and helps ensure the safety and satisfaction of all customers. Please Note! Any personalised, engraved or custom-made items, and rings we have resized, are non-returnable and non-refundable.

Returns are free on all UK orders. For UK orders under £500, you may generate a free tracked and insured returns label on the Royal Mail website. You can print this label and send it back to your local Post Office at no cost to yourself. But it is also possible to have the label printed at the Post Office using the QR code from your confirmation email. It’s important to retain proof of your postage receipt as we are unable to refund return postage for orders under £500 sent back by other methods. For UK orders from £500 to £2,500, the Royal Mail label does not cover the value of the item, so please send it back by Royal Mail Special Delivery, insured for its full value, and we will reimburse the postage separately (please keep your proof of postage — full details are on your receipt), or contact us and we can arrange a collection. For UK orders over £2,500, please contact us and we will arrange the return for you.

Please ensure that the item you return to us is in an unworn, new condition, with all the original packaging (also the manufacturer’s manual and guarantee if applicable). We reserve the right to make deductions for unnecessary damage caused to the product by yourself. A watch whose bracelet has been adjusted (by us or by a third party) can still be returned provided it is brand new, unworn and complete, with all removed links included.

Please note that customiseable items are not eligible for returns.

We are also able to offer an exchange for a different product if required, but please specify this when returning your product. Our returns address is as follows:

Returns Department, James Moore Jewellers Limited, 9 Warwick Road, Kenilworth, Warwickshire, CV8 1HD, United Kingdom.

Last Updated: 11/09/2024