Frequently Asked Questions

• I’m having problems ordering an item.

Please call us on 01225 788782 quoting the reference number of the item you wish to order. We can take your order over the phone. 

• I can’t find a particular item that I want.

We may be able to hand make, or request a special order for your required item. Call us on 01225 788782 to discuss. 

• I don’t know my ring size.

 Please call our customer services team on 01225 788782, who will send you a ring sizer to measure your finger size. If you ring size is not available on the website please call us as we may be able to make a special order for your size.

• What should I do if I don’t like the item of jewellery that I ordered?

We offer a 21 day returns policy for all unused items of jewellery. You can return your item (sealed earrings only), as long as it is not a special or personalised order, for a full refund or exchange within 21 days of receiving your order.

• What are your opening hours?

Our offices are open from 9am to 5pm Monday to Friday. Should you contact us outside of these hours please feel free to leave a message and we will be in contact during the next working day. You can also email us on enquiries@personaljewelleryservice.co.uk

• Is your website secure?

Yes, the Personal Jewellery Services website is secure, and any payments made to us are encrypted.

• How do I pay for my purchases?

We accept payments using the credit on your PJS website account or your LMG Gemcheck card if you are replacing for an insurance claim, as well as all major credit and debit cards.

• Can I have my items sent to a different address?

Yes, your items will automatically be sent to the address detailed in your account. For security we cannot send items to another address than that passed to us by your insurance company (for insurance claim settlement).

• How much does delivery cost?

All items are delivered free of charge. All items are sent to you using the Royal Mail Special delivery service for security and will need to be signed for.

• Do you provide valuations?

Yes, each item over £150 is provided with a free, comprehensive valuation for insurance purposes, complete with high resolution photographs.

• Are your items guaranteed?

Yes, all items are guaranteed for 12 months, against fault. This guarantee does not cover any wear or damaged caused by daily wear and tear.

• I can’t log into my account?

You can reset your account password, by selecting ‘I have forgotten my password’ when logging in. Your password will be sent to your email address.

• I am having problems with the website. What should I do?

Please contact our webmaster on support@lossmanagement.co.uk detailing the problem you are experiencing.