Delivery & Returns
Delivery & returns
Clear, honest information on how your piece reaches you and what happens if something isn’t right.
Delivery
UK delivery
All pieces are sent within the UK via a fully tracked, signed-for and insured courier service. Delivery costs and any expedited options are confirmed with your quote or at checkout.
International delivery
International delivery is available on request. Customs duties, import taxes and any local charges are the responsibility of the recipient. We confirm international shipping costs in writing before dispatch.
Production and lead times
Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise. Our usual production lead time is approximately 3 weeks before dispatch.
Custom, bespoke or more complex pieces may take slightly longer depending on design, metal choice, lab-grown diamond specification, certification, hallmarking, supplier availability or customer approval changes.
Lead times are estimates, not guaranteed delivery dates. We confirm the expected timeframe in writing before production begins.
Delivery time is separate from production time and begins once the item has passed quality control and is ready for dispatch.
Packaging
Every piece is presented in branded packaging. Pieces are shipped in tamper-evident, discreetly-labelled outer packaging for security in transit.
Returns
Standard non-custom items
For any item that is not made to your specification, you have 14 days from receiving it to tell us you wish to cancel, in line with UK distance-selling rules. You then have a further 14 days to return the item.
To be eligible for return, the item must be unworn, unused, undamaged and returned with original packaging and any certificates, documents or accessories supplied. Return postage is the customer’s responsibility unless the item is faulty.
Made-to-order, custom, bespoke and personalised pieces
Pieces made to your specification — including specific metal choice, lab-grown diamond specification, sizing, engraving or any customisation — may not be eligible for change-of-mind cancellation once production, sourcing, design work, CAD work, stone sourcing, casting, setting, hallmarking or other order-specific work has started.
We mitigate this in two ways: every quote is confirmed in writing before any deposit is taken, and we work closely with you through the approval stage to make sure every detail is right before production begins.
Faulty or incorrectly-supplied items
If an item arrives with a manufacturing defect, doesn’t match the specification in your written quote, or develops a fault under normal wear within a reasonable period, contact us immediately. Under the Consumer Rights Act 2015, you are entitled to a remedy. We will arrange a repair, replacement, remake, partial refund or full refund as appropriate.
Your statutory rights are not affected by the made-to-order exclusion above. The exclusion applies only to change-of-mind returns, not to faulty goods.
How to start a return
Email info@thelabjewellers.com with your order number and the reason for the return. We will respond within two working days with the next steps.
Full terms are available in our Returns & Refunds Policy and Terms & Conditions. If anything is unclear, get in touch before placing an order.