Delivery & Returns

Delivery & returns

Clear, honest information on how your piece reaches you and what happens if something isn’t right.

Christmas 2026

For delivery before Christmas, please order gold pieces, including engagement rings, and the silver Albireo bangle by Sunday 1 November and all other sterling silver pieces by Sunday 15 November. Every piece is made to order, and gold pieces and the Albireo bangle are hallmarked in London, so these dates give us time to get yours to you.

Ordering later? Email info@thelabjewellers.com before you order and we’ll tell you honestly whether we can get it to you in time.

Delivery

UK delivery

UK delivery is free on every jewellery order — tracked and signed for (our £5 ring sizer travels separately, by next-day delivery). There is nothing to pay for standard UK delivery — the price you see on the product page is the price you pay.

International delivery

We deliver to the United Kingdom only at the moment; if you are elsewhere, email info@thelabjewellers.com and we will let you know as soon as international delivery opens.

Production and lead times

Most The Lab Jewellers pieces are made to order unless clearly stated otherwise. Sterling silver and gold pieces usually dispatch in around four weeks, which includes UK hallmarking where required.

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 discreet plain outer packaging (branded box inside) for security in transit.

Returns

Items with a statutory right to cancel

For goods that do not fall within the exemption for goods made to your specifications or clearly personalised, you may cancel from the time you place the order until 14 days after receiving it. After telling us that you wish to cancel, you have a further 14 days to send the item back. Any statutory extension to these deadlines still applies.

You may inspect the item as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to inspect it. Please return the item with its original packaging and any certificates, documents or accessories supplied. Return postage is the customer’s responsibility unless the item is faulty.

Goods made to your specifications or clearly personalised

The statutory 14-day change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Whether the exemption applies depends on the actual specification and personalisation of your order. Making an item after you order does not, by itself, determine whether the exemption applies.

We will explain any applicable exemption before you place your order and before the contract is made.

If you wish to cancel, contact us immediately. For an order that falls within this exemption, we may agree to stop work where reasonably possible. Any voluntary refund for an exempt order will depend on the stage reached and documented work or sourcing already completed, subject to your statutory rights.

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, and we cover the cost of returning a faulty item.

This exemption does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed, not fit for purpose or not of satisfactory quality.

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.

Where to send returns

Please contact us before posting anything — we will confirm your return first. Once confirmed, send the item to the address below. TLJ is the name we use on parcels, so please address it exactly as shown and don't mention jewellery or our shop name anywhere on the outside.

TLJ
Unit 169994, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom

Use a tracked and signed-for service and keep your proof of postage. Until the parcel reaches us it remains your responsibility.

This address is for returns only. Our registered office at 3rd Floor, 86-90 Paul Street, London, EC2A 4NE is a correspondence address, not a showroom, and returns sent there cannot be processed.

If we cannot resolve your complaint

If you are unhappy with how we have handled a complaint, please tell us so we can try to put it right. If we still cannot reach an agreement, you may be able to refer the matter to an approved alternative dispute resolution (ADR) provider. We are not currently a member of an ADR scheme, but we will always confirm this in writing and set out your options, including your right to take the matter further, if a dispute cannot be resolved between us.

Full terms are available in our Refund Policy, Shipping Policy and Terms of Service. If anything is unclear, get in touch before placing an order.