FAQ's

      We hope you'll find the answer to your question in our FAQ section, but if this is not the case, please contact with our customer Care Team.

 

Orders

1.      Can I return my order?

              Our commitment to delivering first-class customer care to all of our happy customers is unwavering, even when customers may wish to return items. That's why we have a no quibble 30 day Returns Policy on most jewellery, subject to the terms outlined in our Returns Policy.

 

2.      Can you engrave my ring?

            We engrave many pieces of jewellery each year and the chances are that your ring will also be suitable for engraving.

Important Things To Note About Engraving

There are a number of very important things you should note about engraving:

  • There is a character limit on most rings
  • Engraving will add 3-4 days onto the delivery time of your ring
  • Engraving a ring means refunds are not possible
  • Resizing a ring is not possible after engraving

We Strongly Recommend

           We strongly recommend that you discuss any engraving requirements with our Customer Care Team, take your time choosing the perfect ring, and also ensure you take the perfect measurements by using our Ring Size Guide.

 

3.      How do I find my ring size?

           The easiest way to find your ring size is by following our Ring Size Guide.

 

4.      Can I get my ring resized?

            Resizing a ring is possible for most rings. However, it is not possible to resize eternity rings, rings that have been engraved, or rings that have too large a difference for resizing. In the first instance, it would be wise to talk with our Customer Care Team, and check your exact ring size using our Ring Size Guide.

 

5.      Do you insure jewellery?

            Please take a look at our jewellery insurance section for more information.

 

6.       Can you provide an insurance appraisal?

            As part of our commitment to delivering first-class customer care for all of our customers, we are happy to provide a free Valuation Report for insurance purposes, with every purchase.

Free Valuation Report

         Free Valuation Report will contain all the salient product details such as diamond carat, diamond clarity, diamond colour and the precious metal used. This report is useful for the purpose of insuring your piece of jewellery but also provides further evidence of its authenticity.

 

7.       Can I view your jewellery in store?

           It is very important to us that our 1000+ happy customers feel content about their purchases. As part of our commitment to delivering first-class customer care to all of our customers, we are pleased to receive visitors at our London showroom, in the world famous jewellery centre of Hatton Garden.

By Appointment Only

Please arrange an appointment to visit our showroom with our Customer Care Team on +1 (334) 492-2168. For security reasons, visiting our showroom is strictly by appointment only.

 

8.       Why are men's rings so expensive?

            Men's rings are normally around the same price, weight for weight, as women's rings. The main difference, however, is that the style of men's Rings means that they are much larger. This means more gold or platinum, and in the case of diamonds, more.

 

9.       How do I measure my finger?

             In order to help our future customers get the perfect ring size, we've created a Ring Size Guide, which we recommend you use.

 

10.   How will my order be delivered?

              Your order will delivered by the Royal Mail using its next day, special delivery service (for all the items delivered within UK). For international buyers we use FedEx. These methods of shipment are fully insured against losses, damages and theft right up to the point where you sign for them.

 

11.   Can the delivery be faster?

              Please get in touch with our Customer Care Team on +1 (334) 492-2168 to discuss the possibility of an earlier delivery time.

 

12.   Can I personally collect my order?

              We are always delighted to meet our customers and as long as an appointment is made, we are more than happy to receive visitors at our Hatton Garden showroom in London.

Identification

Please note that in order to collect your items, you will be required to show photograph identification, such as a driving license or passport. You will also need to bring with you your order confirmation that is sent via email, once your order is received.

Strictly By Appointment

All visits to our showroom are strictly by appointment only. To book an appointment for your collection, simple get in touch with our Customer Care Team on +1 (334) 492-2168.

 

13.   How will I receive delivery updates?

            If you would like further advice on delivery procedures and email updates, please get in touch with our friendly Customer Care Team on +1 (334) 492-2168.

 

14.   How can I track my delivery?

             We will email you on the day your order is dispatched and provide advice regarding your expected date of delivery, the parcel delivery company being used and the track and trace details of the delivery company.

 

15.   Do you deliver to addresses other than my billing address?

              If you wish to arrange delivery of your item to an alternate address (other than your billing address), we will be more than happy to be of assistance.

Security procedure

In order to process your request for delivery to an address other than your billing address, we do need to follow certain security procedures. These procedures protect you and us. We therefore need to view certain documents from you before rerouting orders. Please contact our Customer Care Team on +1 (334) 492-2168 for more information on this subject.

If you would like further advice on our security or delivery procedures, please get in touch with our friendly Customer Care Team on +1 (334) 492-2168.

 

16.   How safe is my jewellery in transit?

            We use the leading global delivery companies, so we are pretty confident that your order will be safe. However, to manage any potential risk, we insure in the event of loss, damage and/or theft during shipment.

 

17.   You must insure your jewellery, if you return it

            If you are returning an item of jewellery, it is your responsibility to insure the item during transit. Most delivery companies will be happy to provide a quote for next day, guaranteed delivery, and they will simply ask you how much the parcel is worth and what insurance value you require. We do not accept responsibility for losses occurred during transit for items returned to us.

 

18.   What packaging do you use?

            Your order will be packaged in a plain and discreet manner, in accordance with our secure packaging in transit policy.

Discreet on the outside, elegant on the inside

Our external packaging makes no reference to our brand name, diamonds, gold or jewellery. This is to ensure that the precious contents are not advertised. However, the packaging on the inside is elegant and ready to be presented to that special person.

If you would like to discuss our packaging policy further, please get in touch with our friendly Customer Care Team on +1 (334) 492-2168.

 

19.   How do I cancel my order?

            Please take a moment to read our Returns Policy.

 

20.   How do I place an order?

         As part of our commitment to delivering first-class customer care to more than 1000 customers, we offer three main ways of placing an order;

Ecommerce Shop

          You can place an order through our ecommerce shop very easily. Simply choose the piece of jewellery you want, outlining any specifications, and proceed through the checkout.

Telephone Shopping

          Alternatively, we are happy to take orders over the telephone. Simply get in touch with our Customer Care Team on +1 (334) 492-2168.

In Our Showroom

          You can also place an order in our showroom. Simply make an appointment to visit our showroom to view samples, and we can take your order there and then.

Returns

1.      Can I return my order?

          Our commitment to delivering first-class customer care to all of our happy customers is unwavering, even when customers may wish to return items. That's why we have a no quibble 30 day Returns Policy on most jewellery, subject to the terms outlined in our Returns Policy.

 

2.      What is your returns policy?

           Please take a moment to read our Returns Policy.

 

3.      Can I exchange my order for something else?

          We are more than happy, as part of our commitment to delivering first-class customer care to our 1000+  happy customers, to assist wherever possible by exchanging items. However, items that are of a bespoke nature, or have been engraved, cannot be exchanged.

 

4.      Can I get a ring resized?

          We offer a ring resizing service to all of our customers; so don't worry if your ring is too large or too small, since our master jewellers are skilled at resizing rings.

Resizing Costs

Please use our Ring Size Guide to find your exact ring size and then get in touch with our friendly Customer Care Team in order to get an assessment of any charges that might apply.

 

5.      How do I return an item to you?

          Please review our Returns Policy, which outlines the terms and procedures for returning an item.

 

Payments

1.      Is it safe ordering online?

          As part of our commitment to delivering, we can confirm that we are 100% committed to providing a safe ecommerce shopping experience. To date we have satisfied over 1000 happy customers.

State-of-the-art ecommerce security

          Our ecommerce shop is protected with the latest security certificates (SSL certificates). These certificates use state-of-the-art encryption technologies.

PCI Compliant

          In addition to the latest state-of-the-art encryption, our systems are compliant with the PCI Security Standard's Council. This was founded by Visa, MasterCard, American Express and JCB International. You can find out more about PCI Security Standard's Council at www.pcisecuritystandards.org.

Verified by Visa and MasterCard

          We also use Visa and MasterCard Secure Code technology, for processing all orders.

 

2.      What payment methods are accepted?

                We are happy for you to make payment by any of the following methods:

Credit Cards or Debit Cards

          We accept all major credit and debit cards. Please note that a non-refundable surcharge of 2.55% is applicable when you select the American Express card to make a purchase.

PayPal

          You can place an order using PayPal as payment option online by selecting it as payment option during checkout process.

Bank Transfer

          If you'd prefer to pay by bank transfer, this is also an acceptable means of payment. Simply email the Customer Care Team on sales@pecockjewels.com or call us on +1 (334) 492-2168.

 

3.      My card details have been rejected?

                Please check the possibilities below or simply get in touch with our Customer Care Team on +1 (334) 492-2168 and they'll be happy to take your order over the phone.

Reasons for a card payment rejection

          The vast majority of reasons why a card is rejected are because of the protection policies of banks. You might have to phone your bank (telephone number usually on the back of the card) to tell them that you want to purchase a high-value item.

 

Alternatively, you might have incorrectly inputted your:

  • Card Holder Name
  • Credit Card Number
  • Card Verification Value (3-4 security digits appearing on the back of your card)
  • Postcode

Either way, our Customer Care Team is happy to assist with telephone orders on +1 (334) 492-2168 if necessary.

 

4.      How long does it take to receive a refund?

          Depending upon the payment method used, it can take 8-10 working days for a refund to be processed, although in reality it is normally a few days. Our first-class Customer Care Team will be happy to notify you of estimated refund times at the point when a refund is agreed.

 

5.      Will I get a VAT refund form?

          Value added tax (VAT) is applicable for all orders placed on this website. All the products displayed on the website are inclusive of VAT. The VAT Retail Export Scheme allows the VAT amount to be reimbursed to customers when they purchase goods in the EU and then export them outside the EU. However, orders from Peacock Jewels are ineligible for the VAT Retail Export Scheme because Peacock Jewels is an Internet-based mail-order company and is not eligible to participate.

 

6.      Am I eligible for VAT-free purchases?

          VAT (Value Added Tax) is collected for all the shipments within the European Union. If you are located outside of the EU territory or countries which are exempt of VAT, simply get in touch with our Customer Care Team on +1 (334) 492-2168 and they will help you make your purchase over the telephone.

 

7.      Do you offer discount codes?

          Yes. We are always pleased to offer discount codes and do so whenever possible, throughout the year.

 

8.      Can I pay with two credit cards?

          If you would like to use two cards for a transaction, you can certainly do that as long as both cards belong to the same owner and are registered at the same billing address. Simply call our Customer Care Team on +1 (334) 492-2168 and they will help you make the purchase over the telephone.

 

9.      Do you price match?

          We are renowned throughout the world for providing personalised, affordable and high-quality diamonds. We are proud to offer a Price Guarantee that means we are happy to match like-for-like prices. Simply email our Customer Care Team on sales@pecockjewels.com with the details of the price and product you'd like us to match.

 

10.  When do you take payment from my card?

          As soon as you make a payment your bank will authorise the amount for the transaction you have made. The actual settlement of the amount between your account and our account will be completed in 2-3 days.