Frequently Asked Questions
Questions about us
Why should we buy from Wishing Well Jewellery?
Our Family run business has over 25 years experience within the jewellery industry. We have looked after our customers in high street shops, at markets and county shows. Due to popular demand we have now taken our business online. No matter where we offer our products our mission has never changed. We are truly passionate about bringing good quality, affordable, beautiful silver jewellery to our customers bringing them the very best customer service.
How are your products so affordable?
We always try to source our jewellery at good prices and these savings are passed onto our customers. Unlike high street shops we have fewer overheads to cover, this means we are able to offer you great quality jewellery at a competitive price.
Questions about our products
I require more information about a product
We supply you with as much information as possible about a product on the website page. This information will include a detailed image (or two) of the product , a description and measurements for the product. If you feel we have missed something or if you have another question or query please email us on [email protected]
How can I find out my ring size?
We know how difficult it is to try and get your ring size right, especially when you are ordering online. You can order a ring sizer from us which is like a tiny little belt that you can wrap around your finger, adjust and measure your finger. A ring size can also depend on the width of the ring you're purchasing, therefore the sizer will give you a close size but depending on the width of the ring it is not always completely accurate. However, most of our customers that order a ring sizer say that it’s a great help.
Our ring sizes are taken from the leading edge. This means that we take the size from the first edge that goes highest up a ring stick.
Please be assured, if you order the wrong size we will be able to help you exchange it for another ring. To order a ring sizer please click the link here.
Will my jewellery come in a box?
We have carefully and thoughtfully chosen our packaging to safeguard the journey through the post but also to give you or your loved ones, a gift that will be treasured. Our gift packaging does vary between different jewellery lines. You can see an image of the packaging on the product page as the second or third image.
Are your products real silver?
All our jewellery is made with 925 Sterling Silver. Sterling Silver is an alloy created when copper is added to pure silver in order to make the resulting compound more durable and less soft. Sterling Silver has a purity of 92.5%.
Will my jewellery be hallmarked?
The British Assay Office set out the regulations and guidelines for all jewellery to be sold in the UK. We adhere to all of these. Any silver items that weigh over 7.78 grams will carry a hallmark. Many items that weigh less than this will carry a 925 stamp. The silver that we use is 925 Sterling Silver and you can be assured that it is the very best quality. Click the link to see the dealers notice which has lots of useful information on hallmarking https://theassayoffice.com
Questions about placing an order
How can I let you know if I have a specific request regarding my order?
At the checkout stage of your order you will see a notes field named "Add comments about your order". Please leave a note here and we will endeavor to fulfill your request. If we are unable to help you with your request, we will be in contact with you via email. Please keep an eye on your emails for any updates.
Alternatively, Please send us an email to [email protected]
How will I know you have my order?
Keep an eye on your emails as we will send you an order confirmation and invoice. If you don't get anything into your inbox, firstly check your spam folder. If you still don't have anything, please email us at [email protected] as your email address may not have been entered incorrectly.
I am outside of the UK, can I still buy from you?
We are primarily a business that delivers to the UK only. But if you live outside of the UK, please contact us and we will see if we are able to help you place an order.
Can my order be sent to my work address?
When you place your order you will be given the opportunity to enter a delivery address. Please make sure that you still enter a billing address of where your card is registered to. If you enter the delivery address rather than the billing address your payment could be declined by your card issuer.
Can I change my order?
If you wish to make a change to your order, please contact us at [email protected] as swiftly as possible and we will be able to assist you. Please note that orders can only be changed prior to dispatch.
Can I cancel my order?
You can cancel an order any time before it is dispatched. To cancel an order please email us at [email protected]
Questions about delivery
When will my order be dispatched?
We aim to send all standard delivery orders out within 48 hours. We use Royal Mail 1st Class for our standard delivery orders which typically take 1-2 working days to be delivered to you. Unfortunately, we cannot guarantee a specific delivery date for our standard delivery packages.
If you require a next day delivery service, please select this at the confirm and pay stage of our checkout. This service costs £7.95 and next day orders must be placed before 11am to qualify. Next day orders are sent by Royal Mail Special Delivery service. The package will be to you by 1pm on the next working day and it will require a signature on delivery. If a delivery has been attempted you will be left a card to alert you of this. You will be able to follow the instructions on the card to arrange another delivery or you will be able to collect your package from the local sorting office.
When will I receive my order?
Royal Mail 1st Class for our standard delivery orders which typically take 1-2 working days to be delivered to you.
Next day orders are sent by Royal Mail Special Delivery service. The package will be to you by 1pm on the next working day and it will require a signature on delivery. If a delivery has been attempted you will be left a card to alert you of this. You will be able to follow the instructions on the card to arrange another delivery or you will be able to collect your package from the local sorting office.
How can I track my parcel?
Unfortunately, our standard delivery packages are unable to be tracked. These packages should typically take 1-2 working days to arrive.
We are able to provide you with a tracking number for packages that have been sent by Royal Special Delivery.
Please contact [email protected] for the number.
Questions about returns
Can I return an item to you?
Yes you can, we offer a 30 day returns policy. This means you are able to return items for any reason. However, please note that we are unable to accept the return of any pierced goods due to hygiene reasons unless they show signs of a manufacturing fault.
The item must be received back in its original condition. Refunds and exchanges may be subject to fees where the item shows any evidence of wear and tear and we reserve the right to not accept the item back for refund or exchange if it shows excessive wear and tear (even within the 30 day returns policy).Items will not be accepted back for refund or exchange where there is evidence that a 3rd party has worked on the item.
Regrettably, delivery charges for the original order will not be refunded. Any items returned that arrive damaged or become lost, will not be credited. We will only refund return/exchange postage costs if the item returned is faulty.
However, goods received damaged in transit will be replaced at no cost with free delivery provided you inform us of any breakage within three days of receiving the order.
Extend for Christmas
How do I return an item to you?
Please fill in the returns form on our website, just click this link. This will allow you to tell us what you would like to return and why. We will process your refund once we have received the item/s back.
We would be grateful if you could include a contact telephone number or email address so that we may contact you regarding your return if necessary.
please include a covering letter within your return parcel, including your address details, telephone number, the reason for return and how you wish to proceed.
It is not necessary to return goods to us using the Royal Mail Recorded/Special Delivery service. However, we strongly recommend you obtain a free receipt of postage from the Post Office as proof of postage, as we will not accept responsibility for parcels lost in transit.
All refunds are credited to the same card with which you made your original purchase.
Why has my postage not been refunded?
Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.
Can I exchange an item?
If you wish to exchange an item, please fill in the returns form on our website, just click this link . Just tell us what you would like to exchange by adding details to the form. As soon as we get the item back we will exchange it for you and contact you if we need to refund you or if there is a difference to pay. We will of course get the new item out to you as quickly as possible.
We would be grateful if you could include a contact telephone number or email address so that we may contact you regarding your return if necessary.
please include a covering letter within your return parcel, including your address details, telephone number, the reason for return and how you wish to proceed.
How long does it take to process a refund?
We will process any refunds within 24 hours of receiving the item back. Depending on your bank, please allow 3-5 working days for the funds to reach you account.
Why has my postage not been refunded?
Regrettably the delivery charges for post and packing that you originally paid to have your order delivered are non-refundable.If items arrive to you damaged in transit we will replace them at no cost provided that you report the damage to us within three days of receiving the order. However, you will need to return the damaged items to us. We will only refund postage costs if an item is returned to us as faulty.
Questions about payments
Which methods of payment do you accept?
We accept all major credit cards and Paypal. We use Paypal as our payment gateway so you will be able to choose how you want to pay us at the checkout stage of our website. Please note that you do not need to have a Paypal account to complete your purchase. Paypal will offer you the opportunity to pay with Paypal or by card.
My payment has not been accepted, what can I do?
Your payment will not be accepted by our payment software if you have used a different address instead of your billing address ( the address where your statements are sent to or the address your card is registered to ). Your payment will not be authorised unless the billing address is correct. We are able to send to a delivery address for example your work address or your parents address, please select this at the checkout.
If you try again with the correct address details and your payment is still not accepted, please contact your card issuer. If you have further questions or need more help please contact us at here and we will happily try to help you.
What if I still need help?
If we haven’t answered your question, you can contact us here and our customer service team will be pleased to help you with any further questions!