FAQs
What is the returns and refund policy?
We hope that you will be happy with your purchase, however, if within 14 days of purchase you change your mind, we will be happy to offer you a full refund crediting your original payment method. The item must be returned to us within 14 days from that point and you will then be refunded.
Please note that goods should be returned in perfect condition, and in their original, undamaged packaging. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Please note that personalised items are non-refundable.
To ensure that you get a proof of postage please take your parcel into the Post Office.
Please send returns by registered mail, insured for its full value to:
Jacqueline Ashworth
71 Silver Crescent
Chiswick
London
W4 5SF
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
• Custom or personalised orders (including the Matilda Collection)
• Earrings for hygienic reasons
How long does delivery take and how much does it cost?
WE OFFER FREE STANDARD UK DELIVERY ON ALL ORDERS
*Our standard UK shipping service is Royal Mail 'First Class Signed For' and will therefore require a signature on arrival. Royal Mail Signed For® 1st Class aims to deliver your jewellery the next working day, however, this cannot be guaranteed.
To upgrade your delivery options you can choose from the following:
- ROYAL MAIL SPECIAL DELIVERY (NEXT DAY DELIVERY EXCLUDES SATURDAY) - £7.25
- ROYAL MAIL SPECIAL DELIVERY (GUARANTEED BY 1pm® with Saturday Guarantee) - £10.74
- ROYAL MAIL WORLDWIDE SHIPPING (TRACKED) - £9.25
Please note that although special delivery is a next day delivery service, as our jewellery is handmade, the next day delivery time is from the date of dispatch, not the date the order is placed.
See our delivery page for more information.
Can I amend my order once it has been placed?
We aim to process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. Please do contact us though and we will do our best to help.
Can you gift wrap my order?
All of our pieces come beautifully packed in our branded boxes with complimentary gift packaging, free of charge.
If you would like to include a gift message with your order please fill out the ‘Special instructions’ during the checkout process. Your message will be printed on branded Jacqueline Ashworth stationary. Alternatively, you can select to receive a blank gift card to write your own message.
What is gold filled?
Gold Filled, also known as rolled gold or gold bonded, is a much thicker and more durable alternative to gold plating and is therefore higher in value. It is created by mechanically bonding a layer of gold to a layer of base metal. The outer layer of gold must be at least 1/20 of the overall metal content by weight.
Custom and personalised orders
We would be delighted to hear from you if you would like to discuss a bespoke jewellery piece you would like handcrafted.
Help! Can I add an additional birthstone to my necklace or bracelet?
Yes! Here at Jacqueline Ashworth we know that families grow. Purchase an additional birthstone to be added to your piece here.