FAQ

My Order Status

Has my order shipped?

Click the “My Account / Order Status” link at the top right hand side of our site to check your order status

How do I change quantities or cancel an item in my order?

Click the “My Account / Order Status” link at the top right hand side of our site to view orders you have placed. Then click the “Change quantities / cancel orders” link to find and edit your order. Please note that once an order has begun processing or has shipped, the order can no longer be changed

How do I track my order?

Click the “My Account / Order Status” link at the top right hand side of our site to track your order

My order has not arrived yet

Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your order shows a status of “delivered” and you have not received it please contact us for assistance

An item is missing from my order

Click the “My Account / Order Status” link at the top right hand side of our site to check whether multiple items were shipped in the same package. If your orders display your Package Tracking Number, check with the shipper to confirm the status of your delivery. If an item is missing from your order please contact us for assistance

My item has been received damaged

Please contact us immediately upon receipt of a damaged item so that we can help rectify this for you. We may require photos of the damaged item as well as the original packaging so please retain this

My Account

How do I create an account?

1) Click the “My Account / Order Status” link at the top right side of our site
2) Enter your email address
3) Select “I am a new customer”

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.


How do I edit my account information?

Click the “My Account / Order Status” link at the top right hand side of our site to edit your account information

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not progress or ship your order until we receive payment from you

I forgot my password

Click the “My Account / Order Status” link at the top right hand side of our site. Under the login box you’ll see a link that says “Forgot your password? Click here”. That link will send an email to you with your password

I received the wrong item

If you feel that you have received the wrong item, please contact us within 48 hours of receipt so that we can resolve the issue for you

When will my order ship?

Please see each individual item page for more information on the availability of each item prior to purchasing.

After placing your order, you may click the “My Account / Order Status” link at the top right hand side of our site to track the status of your order. You will receive confirmation when your order has shipped and tracking information within 24-48 hours of your order being shipped. Customised orders are subject to different processing times and we normally inform you of how long we need to make this piece or if the date for shipping is subject to change

Shipping & Returns

Do you ship to my country?

Please create an account by clicking the “My Account / Order Status” link at the top right hand side of our site. During signup we’ll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time

How much is shipping?

We are very pleased to offer our customers Free Standard Worldwide Shipping.

Please do contact us if you require a specific method of delivery or would like to upgrade your shipping choice and we will be happy to offer you alternative options


When will my order ship?

Once your payment is accepted we ship stock items within 1-3 business days.

For customised pieces we normally have these ready for shipping within 5-10 business days


How do I return an item?

Please note that we offer different return policies for stock, customised and sample sale items so please read our Returns Policy section

Please click here for more information on returning an item.

Guarantees

Our Craftsmanship Guarantee

We guarantee our craftsmanship against all manufacturing defects for one year from receipt of your purchase. If a fault is found within this timeframe we will correct the defect or make a new piece at no cost to you. Beyond this time any damage to your piece is unlikely to be the result of a manufacturing defect.

We guarantee our craftsmanship against the loss of gemstones for six months from receipt of your purchase.

Our warranty does not cover the following:

  • General wear and tear
  • Accidental damage, for example but not limited to, stone breakages and/or stone loss after six months, catching a ring against something, dropping on a hard surface, wearing down of the metal if worn next to a ring of harder metal
  • Loss by the customer or a third party
  • Any work post sale that has been carried out by another jeweller e.g. resizing, re-setting or changing of stones, engraving etc. will negate our warranty. We only guarantee our own workmanship and not that of other jewellers
  • Tarnishing is not a manufacturing fault but the result of a process called oxidization occurring when the metal is in contact with chemicals such as soaps, shower gels, hand/body lotions, hair sprays/gels, chlorine from swimming pools and household cleaning agents

We include a Warranty, Certificate of Authenticity & Jewellery Care Guide Card with every order so please retain this for ease of reference

If you find a fault at any time please contact us in the first instance so that we can help you


Privacy Policy

LBG Jewellers is committed to protecting your privacy, we do NOT share your information with third parties. Please view our Privacy Policy for complete details on how we use the information we collect

Security

We endeavour to take all reasonable steps to protect your personal information.This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security

Jewellery Care Guide

General Care

Like many treasured items, jewellery requires care and attention. Dust, pollution and daily wear can quickly cloud the brilliance of gemstones. The surface of gold, platinum and silver jewellery can also become dulled. We recommend you regularly inspect your jewellery and make sure you remove it appropriately when bathing, showering or performing manual labour such as housework, gardening or vigorous exercise Never expose jewellery to household cleaning products as these chemicals can damage many precious gemstones as well as pearls Never expose jewellery to chlorine in swimming pools or hot tubs. Always wear the same metal and carat of gold if wearing more than one ring on the same finger. This prevents damage that can be incurred by the harder metal wearing down the softer metal We recommend using a specialist gold or silver polishing cloth designed to keep the metal clean and polished. You are welcome to purchase one from us. Gold and Silver should be stored in a cool dry place away from direct sunlight.

And don???t forget to treat each piece as if it were a family heirloom, for one day it may be!


Natural Gemstone Care

Never expose pearl jewellery to chemicals or solvents and store each piece in a soft bag. All gemstones are susceptible to damage by chemicals, sunlight and water. The resilience of gemstones is measured using the Mohrs scale for Hardness, we recommend you know the hardness of your chosen gemstones and apply the appropriate care. Prolonged exposure to sunlight may cause certain gemstones to fade. Gemstones such as opal, pearl and turquoise are fairly porous and should not be immersed in water for long periods of time


Caring for Coloured Gemstones

We highly recommend that precious and semi-precious gemstones should not be worn when performing any type of manual labour such as housework or gardening and should not be exposed to extremes of temperature or chemicals such as household cleaning and beauty products. They really need to be treated with the respect that they deserve. They can be cleaned using a small amount of warm soapy water and a soft brush e.g. a toothbrush for babies or damp lint-free cloth. Do note expose any gemstone to extremes of temperature. Any mechanical cleaning such as ultrasonic cleaners can damage gemstones. If in doubt please contact us for advice.


Caring for Opals

Opals are in a class of their own, each one is individual. They are the most delicate gems commonly worn and require special care. Opals should be cleaned with a very soft brush or cloth with a little warm soapy water and can easily chip or crack if knocked therefore it is imperative not to wear opal jewellery when doing manual work such as housework or gardening. If unworn for long periods of time, opal jewellery should be stored in a sealed bag with a damp cloth. Dry air conditions can crack or discolour the stone. Opal triplets and doublets should not be immersed in water


Caring for Pearls

Pearls are an organic soft material requiring special care. Pearls react well to natural skin oils so it is good to wear pearls regularly to maintain their lustre. Do not expose pearls to any household or industrial chemical cleaning agents, they are vulnerable to acids and ammonia, and these chemicals will dramatically affect their lustre and disintegrate them over time. Avoid exposing pearls to excessive heat as they can crack if the atmosphere is very dry. If pearls come into contact with coloured dyes e.g. a pearl necklace worn on a red jumper then they can absorb some of the dye colour.


Natural Gemstone Cleaning

For gemstone set jewellery, dirt can collect very quickly at the back of the setting causing gemstones to appear dull or discoloured. This can be easily recitified via some simple cleaning steps;

  1. Use only a soft brush (e.g. baby toothbrush) to remove dirt or particles from your piece
  2. Clean your jewellery often; lotions, soaps and skin oils alter the optical properties of diamonds and gemstones, causing them to look dull
  3. Seriously soiled jewellery should be cleaned professionally
  4. If you decide to use a silver dip, please be selective in your choice of brand. Silver pieces should be left in the dip for only 1-2 minutes maximum. Any longer and the chemicals in the dip can ???strip??? the metal
  5. Clean diamond jewellery with a soft brush dipped in warm water and mild detergent then rinse immediately under running water


Gold & Silver Care

Gold and Silver Jewellery should be cleaned regularly to retain their sheen. Sterling Silver will tarnish over time, but it will happen much faster when it comes into contact with agents such as perfume, salty air, sulphur, skin creams, Shower gels, hairspray, chlorine and acidic skin ph. Tarnishing occurs through a process called oxidisation and is dependent on the skin and care habits of the wearer. It is important to note that tarnishing is not a manufacturing fault.

Pricing and Billing

Do I have to pay sales tax?

For UK and EU customers sales tax is included in the price of each item.

If you reside outside of the UK and EU all taxes and duties incurred once the shipment has reached your destination country are the responsibility of the customer. The package will detail the relevant customs declaration with a description and value of the enclosed item(s) in adherence with your country’s customs requirements


I need a copy of my receipt/invoice

Click the “My Account / Order Status” link at the top right hand side of our site to print invoices. We include a delivery note with your order


When will my credit appear on my account?

Credits usually take 3-5 business days to show on your account once a return is confirmed as received


When is my credit card charged?

As soon as your order is placed your credit card is charged. We will not progress an order until the payment is processed

Buyer’s Guide

How do I buy/redeem a gift certificate?

To purchase a gift certificate for someone please click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, please click here


How do I search for a particular item?

To find a specific item you can (1) use the navigation menus that run across the top of our website or, (2) type a keyword into the SEARCH box on the top right hand side of our website. If you still cannot find what you are looking for please do contact us via email or by telephone


How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located across the top of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. You may also type a keyword into the SEARCH box to quickly find a specific item.

If you have any trouble locating an item please do contact us


How do I use a voucher code?

After adding items to your basket, click the “View Basket” link at the top of this site to view your shopping basket. At the bottom of the shopping basket you’ll see a box where you may enter your voucher code

Additional Support