Frequently Asked Questions

Welcome to our FAQ section! Here, you’ll find answers to the most common questions about our products and services. We’ve compiled this list to help you quickly find the information you need, whether it’s about product details, shipping policies, or returns. If you have any additional questions or need further assistance, please don’t hesitate to reach out to our customer support team. Your satisfaction is our priority, and we’re here to help!

QUESTIONS ABOUT JAMES & CO

WHAT MATERIALS ARE YOUR PRODUCTS MADE FROM?

Our products are crafted from premium materials such as sterling silver, stainless steel, and vegan leather. Each product’s material details are listed on its page.

ARE YOUR PRODUCTS HYPOALLERGENIC?

Yes, many of our products, including our sterling silver items, are hypoallergenic and suitable for sensitive skin.

CAN I PERSONALISE OR CUSTOMISE AN ITEM?

At this time, we don’t offer customizations. However, we are always working on expanding our offerings, so stay tuned for updates!

WHERE ARE YOU BASED?

We are a UK-based company, and all of our orders are dispatched directly from our UK warehouse.

Questions about

SHIPPING & DELIVERY

HOW DOES SHIPPING AND DELIVERY WORK

We ship worldwide. UK orders qualify for free standard shipping. International shipping costs vary and are calculated at checkout.

HOW LONG DOES SHIPPING TAKE?

UK Standard Delivery: 3-5 business days

UK Express Shipping: 1-2 business days

International Delivery: 5-14 business days (varies by destination)

DO YOU OFFER EXPRESS SHIPPING?

Yes! UK express shipping is available at checkout. Delivery takes 1-2 business days.

HOW MUCH DO I PAY FOR SHIPPING

If you’re located anywhere, standard shipping is free on all orders.

You also have the option to select Express Shipping so you can get your Pendant even FASTER and the current price is displayed on the shipping page!

WHEN WILL MY ORDER ARRIVE

The estimated delivery time for your order depends on the shipping method chosen at checkout:

UK Standard Delivery: 3-5 business days

UK Express Shipping: 1-2 business days

International Delivery: 5-14 business days (depending on your location)

You’ll receive a tracking link once your order has shipped so you can monitor its progress.

HOW DO I TRACK MY ORDER

Once your order has shipped, we’ll send you a tracking number via email. You can use this tracking number to check the status and location of your order on the carrier’s website. If you didn’t receive a tracking email, please contact us at support@jamescolondon.com.

QUESTIONS ABOUT

RETURNS & EXCHANGES

WHAT IS YOUR RETURN AND REFUND POLICY?

We offer a hassle-free 14-day return policy on unused items in their original packaging. Refunds are processed within 7 days after we receive the returned item.

HOW DO I START A RETURN OR EXCHANGE?

To start a return, email support@jamescolondon.com with your order number and reason for the return. We will provide instructions and a return address.

WHAT IS YOUR PROCESS FOR RETURNS AND REFUNDS?

We aim to make returns and refunds as simple as possible. To initiate a return, please email support@jamescolondon.com with your order number and reason for the return. Once we receive the returned item in its original condition, we’ll process your refund within 7 business days.

ARE RETURNS FREE OF CHARGE?

Unfortunately, returns are at the customer’s expense unless the item is faulty or damaged. We recommend using a tracked service to ensure your return reaches us safely.

QUESTIONS ABOUT

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept a wide range of payment methods, including Visa, Mastercard, American Express, Apple Pay, Google Pay.

IS IT SAFE TO ENTER MY PAYMENT INFORMATION ON YOUR SITE?

Yes, your security is our priority. We use encryption and secure payment gateways to ensure your payment details are protected.

WILL I BE CHARGED IMMEDIATELY AFTER PLACING MY ORDER?

Yes, your payment will be processed and charged immediately after you place your order. If there are any issues with your payment, we will contact you to resolve them.

WHAT HAPPENS IF MY PAYMENT IS DECLINED?

If your payment is declined, please double-check your payment details and ensure your card or payment method has sufficient funds. If the issue persists, contact your bank or payment provider for assistance. Alternatively, you can try using a different payment method. If you need further help, feel free to reach out to us at support@jamescolondon.com.

QUESTIONS ABOUT

CONTACT US

HOW CAN I CONTACT CUSTOMER SUPPORT?

You can reach our customer support team by emailing us at support@jamescolondon.com. We aim to respond as quickly as possible, typically within 24 hours during business days.

WHAT ARE YOUR CUSTOMER SUPPORT HOURS?

Our customer support team is available Monday to Friday, from 9:00 AM to 6:00 PM (GMT). We are closed on weekends and UK public holidays.

DO YOU OFFER PHONE SUPPORT?

At this time, we only offer support via email. Please send us your inquiry at support@jamescolondon.com, and we’ll get back to you as soon as possible.

CAN I CHAT WITH A SUPPORT AGENT IN REAL-TIME?

Yes, we offer live chat during business hours. Simply click the chat icon on our website to connect with one of our agents instantly.

SEND US A EMAIL