Delivery & Returns
Delivery & returns
Clear, honest information on how your piece reaches you and what happens if something isn’t right.
Delivery
UK delivery
UK delivery is free on every jewellery order — tracked, signed for and insured (our £5 ring sizer travels separately by first class post). 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. Our usual production lead time is approximately two working 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.
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.
Made-to-order, custom, bespoke and personalised pieces
The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. This can include a piece produced to an agreed metal, stone specification, size, engraving or other individual choices. Whether the exemption applies depends on the agreed specification, not simply on the fact that an item is made after you order.
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, and we cover the cost of returning a faulty item.
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.
Where to send returns
Please contact us before posting anything — we will confirm your return first. Once confirmed, send the item to:
THE LAB JEWELLERS LTD
Unit 169994, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom
Use a tracked, insured and signed-for service and keep your proof of postage. Until the parcel reaches us it remains your responsibility, so please make sure the insurance cover matches the value of the piece.
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.