FAQs

ALLERGIES

Although some types of stainless steel can contain a small amount of nickel, the PVD process used to add the gold colour to our pieces is nickel and lead free.

As the coating produced during the PVD process is very thick, (up to 10 x thicker than standard gold plating) it is unlikely that the stainless steel base will cause a reaction.

However as everyone’s skin type is different, please be wary and aware before purchase if you are susceptible to allergic reactions to non-solid gold or sterling silver jewellery. Unfortunately we cannot offer refunds or returns for these reasons and apologise in advance.

RETURNS AND REFUNDS

Please contact us within seven days of receiving your order if you would like an exchange or refund.

All products must be unworn and returned in their original packaging in a saleable condition.

For hygiene reasons, please note we cannot offer exchanges or refunds on pierced jewellery.

We do not offer pre-paid returns, therefore the customer is liable for all return shipping costs.

We advise that tracking information is obtained, as Joyá Jewellery will not be responsible for any lost or damaged items during shipping.

Returns will be processed within 2-5 working days from when we have received your product, and they meet the satisfactory return conditions as detailed above. It can take up to 10 working days for the refund to show in your bank account.

FAULTY / DAMAGED ITEMS

Each item is carefully inspected and packaged before being shipped. However we understand sometimes things can go wrong. If an item arrives damaged or faulty please contact customer services within seven days of receiving your order by emailing us at: info@joyajewellery.co.uk

Please make sure to include clear photos and a description of the damage/fault, as well as images of the packaging so we can assist you further.

COLOUR WARRANTY

Detailed care instructions are included with all purchases. But in the unlikely event of any colour fade issues, we offer a one year warranty on all chains and earrings, and a six month warranty for all rings.

The warranty starts from the date of purchase and will be for an exchange or store credit only. Please email us with supporting photographic evidence to: info@joyajewellery.co.uk

Please note, the colour warranty does not cover the tiny jump rings, fastenings and connection hoops for any of the jewellery.

SHIPPING

UK shipping costs £3.99
Special Delivery (tracked) costs £9.99

FREE SHIPPING for UK orders will automatically be added at checkout when you spend £40 or more.

International Shipping will be calculated at checkout.
You may be charged customs/duties by your local government, we are not liable for those charges.

MY ITEM IS LOST IN THE MAIL

We are not responsible for items that are lost or damaged during shipping. If you enter the wrong shipping address please email us immediately and we will update your order if it has not been shipped. However you are responsible for your order if you do enter the wrong shipping address.

We are not responsible for undeliverable addresses or missed deliveries.

JEWELLERY CARE

All our products can be worn in water with no risk of tarnishing, it may slightly speed up the rate that the gold fades so to increase the longevity of the jewellery we recommend removing when showering etc. Our gold plating lasts for over a year. Joyá Jewellery is not responsible for the maintenance of your jewellery.

CLEANING MY JEWELLERY

Use a solution of warm water and detergent free soap with a soft bristle brush.