Frequently asked questions

FAQ

General Information


Can I still purchase from your website?

Yes! We're currently still able to accept orders and ship internationally. We recommend ordering to an address that you know you'll be able to access, such as your home, as opposed to business addresses that may have restricted access.

Are you shipping as normal?

We're trying our best! Unexpected minor delays are happening internationally. We will be sure to communicate any significant delays with you using the email address that you enter at checkout.

Can I change my delivery address?

We understand that you may now need to amend your delivery addresses, and some couriers have a self-service option that allows you to do this. If this option is available to you, it'll be included in the tracking information sent to you when your order's left the warehouse. Unfortunately, the CM Jewellery Support Team aren't able to amend the delivery address of your order once it's been placed.

What are CM Jewellery is doing to ensure the safety and well-being of staff within our business and supply chain?

The CM Jewellery team will always be a priority, and we're doing all we can to protect the safety and wellbeing of our team across the world, while continuing to provide the best CM Jewellery experience possible, as safely as we can. Our office and fulfilment centre have made operational changes, too - including more regular cleaning, entry/exit control and restrictions in common areas.




Restocks


We can't always give a heads up about product restocks as it's always subject to change. To be the first to find out restock dates, sign up for a notification on the product page and keep a close eye on our social media.




Conatct Us


How can I contact you?

Hopefully, you will find the answer you need inside of this help centre. But if you need a little help or just want to say hello, contact us via email info@cmjewellery.co.uk .


What information do I need to provide you?

Be sure to include as much information as possible eg/ order number (#12345), pictures, etc. This will allow us to answer any questions you have as quickly as possible.




Change Order


We're unable to make any changes to your order once you've hit the 'Order now' button, this includes the following: -Changing the item or size -Delivery/billing address -Adding items to your order -Shipping method *If you input the incorrect address at checkout, we cannot be held accountable if the order goes missing. We are not liable to replace or refund this order.




Received the wrong item


In the unlikely event you have received the wrong item, please Contact Us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently: Your order number The name of the item you did not receive The name of the item you received in it's place A clear photograph of the item you have received. Once we've received the above info, our Customer Support team will get this sorted for you ASAP! All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date.




Delivery information


How long is delivery?

All UK and Worldwide orders (excluding USA) will be shipped from our UK fulfilment centre, in the London. Orders placed before 12pm (UK time) will be shipped the same day. Orders placed after 12pm will be shipped the following day.

All USA orders will be shipped from our USA fulfilment centre in New York. Orders placed before 12pm (EST time) will be shipped the same day. Orders placed after 12pm will be shipped the following day.


All custom products take 4-5 weeks to arrive, as they are made to order. So please select the cheapest shipping option at checkout.


When will I get my tracking code?

For regular pieces, within 24 hours of ordering excluding weekends. For custom pieces, within 5-7 working days.

I didn't receive my package but tracking says it was delivered?

CM Jewellery is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it's been delivered, please check with your mailman, neighbours or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.




How do i make a return?


We allow up to 14 days from date of delivery to request a return. After this time period our system will not allow a return. Returns postage is paid for by the customer, unless we have erred (we have sent you the wrong item).

Please make sure you have tracking and proof of weight for the parcel you are returning.

We do not accept returns for customs, earrings, and solid gold earrings.

As soon as a return is received at our warehouse you will get an email and we will automatically process the refund or replacement. We do not refund the shipping cost you paid. Please note, all items must be in original packaged condition in order for us to accept your return. A return slip complete with address information will be created automatically within the returns system, which can be printed direct or emailed to you.




Lifetime warranty


Our lifetime guarantee entitles you to a one-time repair of the piece - free of charge. We will repair the item if you experience any defects in craftsmanship or breakage. You will need to send us a photo or video of the damage. There is a £40 / $55 repair fee if you encounter future problems, after a replacement has been sent. This warranty is voided under any user damage issues (scratches, intentional breakage, water damage).




Product information


CM Jewellery represents commitment to fine quality and outstanding value at affordable prices. Our materials are certified Moissanite, Lab Grown Diamond, 14-18K gold, 925 sterling silver and genuine rhodium and are in full compliance with the Jewelry Vigilance Committee. We fully guarantee the authenticity of our materials. Every order with factory Moissanite diamonds will comes with a certification and guarantee card.

We use the highest quality PVD plating process available. This process allows our gold-plated jewellery to last longer than any typical gold plating you may be used to. We are constantly working to improve processes to ensure our products are the longest lasting available.

Other materials we have available:

- Solid 14K Gold

- VSS1 Lab Grown Diamond

- VS1 Diamonds

- VSS1 Diamonds


If you want to order with these materials, please email info@cmjewellery.co.uk