Menu
Your Basket
You currently have nothing in your basket
0
FAQ

FAQ

FREQUENTLY ASKED QUESTIONS

PRODUCT QUERIES

Are you a genuine Pandora stockist?

Yes. We are a certified Pandora on-line retailer and as such we guarantee that all of our Pandora products are genuine.


How do I know what size Pandora bracelet to order?

To find your perfect Pandora bracelet size, we suggest that you measure your wrist with a piece of string and then measure that against a ruler. Depending on how loose or tight you like to wear your bracelet, we advise your bracelet should be 2-3cm longer than your wrist measurement.

As you fill up your bracelet with Pandora charms, they will initially take up some of the slack. Over time the bracelet may expand up to 1cm in length as the links of the chain relax.

How should I measure for a Pandora Double Wrap Bracelet?

To find your perfect Pandora bracelet size, we suggest that you measure your wrist with a piece of string and then measure that against a ruler. Depending on how loose or tight you like to wear your bracelet, we advise your bracelet should be 2-3cm longer than your wrist measurement.
Double Leather Bracelet sizes are as follows:
 
        Small (35cm) is the equivalent of a 17-18cm bracelet
        Medium (38cm) is the equivalent of a 19cm bracelet
        Large (41cm) is the equivalent of a 20-21cm bracelet
 
Pandora advise that their leather charm bracelets should be worn with up to six beads. Pandora leather bracelets may also expand slightly over time once charms are added. This style of bracelet does not require clips, although safety chains can be added.


How can I protect my leather jewellery?

Cherish your leather jewellery as you would your favourite leather boots or handbag. Leather is a natural material and general wear or cleaning may cause shrinkage, stretching or colour variations. Leather products benefit from leather cream which prevents the product from cracking. It is advised to apply leather cream when the product is first removed from the packaging or when it feels dry.It’s a good idea to take it off before you shower or bathe.


How do I protect my other jewellery?

We recommend that you take off  your jewellery before going to bed or when taking part in any physical activity. Don’t swim wearing your jewellery because chlorine or salt water will make it matte and dull. Avoid contact with make-up, creams and perfumes and do not bathe, shower or wash up when wearing jewellery.   Important: you should definitely avoid the use of chemical agents, particularly those products you’ll use to tackle the housework. These types of cleaning products are especially harmful to dark silver jewellery with an oxidized finish.


Can you help me to choose an engagement ring?

We’d love to! Please contact us and we’ll help you find the perfect ring. We can guide you through everything from style, sizing and getting the best from your budget. Call us on 0345 3190008 or email customerservices@johngreed.com


How can I find my ring size?

Use our downloadable ring sizer or refer to our online guide If you need more help, please contact us at customerservices@johngreed.com or call us on 0345 3190008.


Can I place my order over the phone?

Yes. Contact us on 0345 3190008 and have your order and payment details ready. Our Customer Services team is available Monday to Friday, 8.30am-5.30pm



DELIVERY QUERIES


How will I know when my order been dispatched?

We all like to be kept informed about our deliveries, so when you place an order online with us, we’ll send you an email confirmation as soon as our dispatch team has processed and shipped your order to let you know it’s on its way.   

We’ll tell you the expected delivery date of your order and give a track and trace number for all deliveries that need a signature so you can see the progress your order has made.


How much will delivery cost me?

As a thank you for placing an order worth over £50 with us, we will give you free standard delivery within three to five days. If you spend more than £100 on your order, we will give you free express next working day delivery. 

The type of delivery will vary slightly depending on what you order; this is explained in full  on our delivery page.
 
Orders below £50 will be charged £1.50 for delivery.


Will you deliver to my work address?

We are happy to deliver to either a home or work address. Anyone may sign for your item if you are not available, so you should be sure to check with colleagues when you expect a delivery.


Can you give me an exact delivery time or date?

If you select DPD Express Pak (Next Day) you will receive an email with not only the date of the delivery but also a one hour estimated delivery window. If you are unavailable at the allocated time you can change the delivery to another day if you sign up to our website with your mobile number. This means that DPD can text you the details when the order has been dispatched.


I have not received my delivery, what should I do?

If you have not received your order within 14 working days (UK only) please complete our Lost in Post Form or contact our Customer Services team on 0345 3190008 for further information.



RETURNS QUERIES


Can I return my item to you?

Yes. We offer a quick and reliable exchange and refund policy. So when you place your order, if the size is not right or the item is not suitable you can send it back to us. 

If you choose to have your jewellery engraved then we can only offer a 50% refund as we cannot sell your personalised item. There are no exchanges available for personalised items.
 
You have 30 days from the dispatch date to return the item(s). At Christmas, this may be extended to allow for gifts bought in advance. Extended return dates will be prominently displayed on our homepage.

How should I return my item?

We have tried to make this process as simple as possible. So all you have to do is complete the returns form on the back of your invoice and place this and the item(s) into a robust and securely taped package or padded envelope. You can re-use the one we sent you if it is intact. 
 
Remember to attach the returns sticker from the front of the invoice and tick either the refund or exchange box. Then apply the necessary return postage and return.  Your invoice carries full details of how to return or exchange an item.


I do not have my invoice, what can I do?

Do not worry if you no longer have your invoice, you can still return your item. 
 
Simply send the item and a covering note with your order number to us in a padded envelope or securely wrapped package. Your order number will be on the emails we sent you or on your Order History page in ‘My Account'. Remember to tell us if you would prefer a refund, replacement or exchange. If you would like an exchange, include the details of the new item(s).
 
Send it to us at:

John Greed Jewellery, Offices 1 & 2, Firth Road Business Park,Firth Road,Lincoln LN6 7AA,UK


How long will my return take to process?

From receipt of your parcel we aim to process your returns as quickly as possible - usually within 48 hours. At busy periods of the year, please allow up to seven working days for your return to be processed.


How long will I have to wait for a refund?

We will send you an email to let you know we have received the item and are processing it. A refund will normally take around five to seven working days to appear in your account, but this can also depend on your bank.


What happens if the item I want in exchange is out of stock?

If we do not have the item that you want in exchange in stock, you will be contacted by our customer services team and offered an alternative item or a refund.


Can I exchange for a more expensive item?

Yes. If you wish to exchange an item for a more expensive one you can pay us the difference by phone to our Customer Services team 0345 3190008.

If you have any further queries about any of the information provided above please do not hesitate to contact our customer services team via email to customerservices@johngreed.com or telephone on 0345 3190008.


ENGRAVING QUERIES


Engraving is currently only available on selected products & brands. If you wish to ask any questions regarding engraving please call our Customer Service Team on 0345 319 0008 who will be happy to assist you or see our FAQ's below.

How long does it take for an item to be Personalised?

Usually Personalised Products Are Dispatched Within 3 Days Of Receipt Of The Order Unless 'Next Working Day' Delivery Is Select At The Checkout.


What Are The Delivery Options For Items That Have Been Personalised & Engraved?

All Delivery Options Are Stated On Our delivery page.


What Happens If The Personalised Item Message Is Incorrect?

The Message That You Type During The Personalisation Process Is The Exact Message That Will Be Engraved. Please Make Sure That You Enter Your Message Correctly.


Can I Return Personalised Engraved Items?

If You Do Choose To Have Your Jewellery Engraved Then We Only Offer A 50% Refund As We Cannot Resell Your Personalised Item.


Do You Offer Personalised Engraving For All Products?

If An Item Is Suitable For Engraving There Will Be A Tick Box On The Product Information Page Which Says "Personalised Engraving". If There Is No Tick Box The Item Cannot Be Engraved.


Can I Order Non-Personalised Engraving And Personalised Engraving Items In My Order?

You Can Order Non-Personalised Engraving And Personalised Engraving As You Require In Your Order.


Can I Order More Than One Personalised Engraved Item In My Order?

You Can Order As Many Personalised Engraved Items As You Require In Your Order.


Does The Personalised Engraved Jewellery Come In Gift Packaging?

All Personalised Engraved Jewellery Items Are Supplied With Gift Packaging.


FAQ