FAQs

Frequently Asked Questions (FAQs)

Orders & Shipping

1. How long does delivery take, and where do you ship?

We ship across the United Kingdom as well as select international destinations. Standard UK delivery typically takes 3 to 5 business days. International delivery times vary depending on the destination (usually 7–14 business days). Once your order is dispatched, you will receive a tracking link via email.

2. How can I track my order?

As soon as your package leaves our fulfillment center, we will send a confirmation email containing your tracking number and a link to view live delivery updates. You can also track your shipment directly through our website using your order number.

3. Can I change or cancel my order after placing it?

We process orders quickly to ensure prompt delivery. If you need to make changes or cancel an order, please email us immediately at sales@kerry-paul-jewellers.com. While we cannot guarantee changes after an order enters fulfillment, we will do our best to accommodate your request.

Products & Quality

4. Are your materials authentic?

Yes. Every piece in our collection—whether solid gold, sterling silver, diamond, or natural gemstone—meets strict purity and quality standards. Our crafting partners are carefully vetted to ensure that all metals and stones are genuine, durable, and crafted to last.

5. Is your jewellery hypoallergenic and safe for sensitive skin?

The vast majority of our collection, including our sterling silver and gold lines, is nickel-free and hypoallergenic, making it gentle on sensitive skin. Our children’s jewellery collection is specifically curated with safety, comfort, and durability in mind.

6. How do I choose the correct ring or bracelet size?

To ensure a perfect fit, we recommend measuring your finger or wrist using a standard sizing strip or checking an existing piece of jewellery against a standard sizing chart. If you need assistance determining your size before ordering, feel free to contact our team.

Returns & Refunds

7. What is your return policy?

We offer a 30-day return window from the date you receive your order. Items must be unworn, in their original condition, and packed in their original packaging.

Note: For hygiene reasons, certain items such as pierced earrings may be subject to specific return conditions unless defective.

8. What should I do if my item arrives damaged or incorrect?

We thoroughly inspect items before dispatch, but if your order arrives damaged or with an error, please email sales@kerry-paul-jewellers.com within 48 hours of delivery. Include your order number and clear photos of the issue, and our team will arrange a quick replacement or full refund.

Care & Payments

9. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as secure digital payment options including Apple Pay, Google Pay, and PayPal. All transactions are fully encrypted and secure.

10. How should I care for and clean my jewellery?

To keep your pieces looking brilliant:

Avoid exposing jewellery to harsh chemicals, perfumes, or water (especially saltwater and chlorine).
Store your items in a cool, dry place inside a soft cloth pouch or jewellery box.
Gently polish gold and silver with a microfiber or specialized jewellery cloth to restore shine.