FREQUENTLY ASKED QUESTIONS
DELIVERY
UK Delivery
UK Standard Delivery
Standard delivery is complimentary and expected within 2-4 business days unless stated otherwise.
UK Express Delivery
Express delivery is available for an additional charge of £15 and is expected within 1-2 business days.
All delivery times are estimated from the moment MJ Jones sends your shipping confirmation email.
For products that are made to order, a production and delivery estimation is quoted upon checkout.
International Delivery
MJ Jones delivers to all parts of Europe, the Americas and most international countries.
Unfortunately, we are currently unable to deliver to Russia and a small number of other countries.
If you are experiencing an issue when inputting your address at checkout, please call +44 (0) 330 124 3591 and a member of our client care team will be able to assist you. We are available Monday - Friday, 10am - 6pm, English business days.
All international orders must abide by the customs rules of the country of delivery.
International Delivery Times & Fees
International delivery fees and times are quoted upon checkout. All delivery times are estimated from the moment MJ Jones sends your shipping confirmation email.
Insured Shipping
All orders are insured by MJ Jones until the completion of the delivery and must be signed for by someone at your address.
If your order details indicate your parcel has been delivered but you have not signed for it, please contact us. We will open an investigation with the courier to determine the responsible party.
Our client care team are available Monday - Friday, 10am - 6pm, English business days. You can contact us via phone, +44 (0) 330 124 3591, or email, contact@mjjones.com.
Tracking Your Order
MJ Jones will send you an email with a tracking number and link once the parcel has been received by your local courier.
Alternatively, a member of our client care team can support you in this if you call us on +44 (0) 340 834 83. We are available Monday to Friday, 10am - 6pm, English business days.
Packaging
With the highest level of care, your order is prepared and packed by a member of our client care team. We aim to ensure that your items arrive perfectly presented in an MJ Jones armoured case.
All orders are delivered in discreet packaging for security.
Change Of Delivery Address
As per the courier’s rules, delivery address changes can only be completed if the order has not yet been shipped.
A change of delivery address may result in a new estimated delivery time.
Address changes from UK to international addresses will be subject to an additional delivery fee and will need to abide by customs rules.
A member of our client care team can assist you in changing a delivery address. Please phone us on +44 (0) 330 124 359, Monday to Friday, 10am - 6pm, English business days.
ORDERS & PAYMENT
Payment Methods
MJ Jones accepts American Express, Visa, Mastercard, Maestro and Paypal.
Each of these companies typically requires security verification when placing an order online and will detail this on their website.
You’re also able to place an order using Klarna. Allowing you to shop today and pay 30 days later or split the purchase into 3 interest-free instalments.
Alternatively, if you wish to pay via bank transfer or phone, please call us on +44 (0) 330 124 3591. Available Monday to Friday, 10am - 6pm, English business days, a member of our client care team will process this payment for you.
Please also contact us if you are having issues with a payment method or to enquire about a method not stated above.
Finance Plans
Where a finance plan is available, the details of such are displayed below the product price.
MJ Jones offers two finance plans via Klarna.
Pay 30 days later
Allowing you to shop today and pay up to 30 days later.
Payment is to be made up to 30 days from the order placement or shipping. Klarna will send you a payment reminder email confirming the due date and detailing how the payment is to be made.
Early payment can be made via the Klarna app.
Pay in 3 interest-free instalments
Split your purchase across 60 days. With 3 instalments carrying zero interest.
The first instalment is frozen upon purchase and taken once your order is processed. The second and third instalments are taken 30 and 60 days following the first payment.
The payment due dates will be confirmed in an email and can be checked via the Klarna app. Klarna charges each instalment automatically. So you needn’t worry about missing a payment or any manual transactions.
Order Status
You will receive an order confirmation email upon purchase. This will also inform of the estimated processing and delivery times.
If you have chosen a made-to-order, personalised or bespoke item, MJ Jones will keep you updated with emails confirming the status of your item creation and personalisation.
You will also receive an email containing tracking details once your order has been handed to the courier for delivery.
To check on the status of your order, please call us between the hours of 10am - 6pm on English business days. A member of our client care team will be happy to inform you. Our phone number is +44 (0) 330 124 3591.
Order Change Or Cancellation
Orders that have already been handed over to the courier cannot be amended and will be treated as a return or exchange.
Please view our Returns & Exchanges section for more information.
Made-to-order items that include personalisations such as engraving and photos cannot be altered or refunded once production has commenced.
To discuss an order change or cancellation with a member of our client care team, please call +44 (0) 330 124 3591 between 10am and 6pm, Monday to Fridays, excluding English bank holidays.
PRODUCTS & SERVICES
Engraving Service
MJ Jones offers a Complimentary Engraving Service available across the majority of our jewellery collections.
If this service is available for a product, it will be detailed on the product page and provided as a complimentary service.
To discuss your personalised engraving, please schedule an appointment with a personal shopper by calling us on +44 (0) 330 124 3591. Our phone lines are open Monday to Friday, 10am - 6pm, English business days.
Please note that upgrading your item with an engraving will alter the processing time estimation.
Ring Sizing
To help you find your ring size, please view our Size and International Conversion Guide covering common ring sizes.
If you’d like further help or to discuss the creation of a personalised ring size, please call us on +44 (0) 330 124 3591. We’re available Monday to Friday, 10am - 6pm, English business days. Or see our Contact section for further ways to get in touch.
Please note that personalised ring sizes are not accepted for refunds or exchanges.
Certification
All purchases are accompanied by an MJ Jones Certificate of Authenticity and Warranty. This card confirms that your item is a genuine MJ Jones product and details its warranty, if applicable.
Sold Out
If a size or product you are interested in is labelled as ‘Sold Out’, please contact our client care team as this may remain available to order.
All contact routes are listed in our Contact section. Or for an immediate enquiry, please call us on +44 (0) 330 124 3591. Our phone lines are active Monday - Friday, 10am - 6pm on English business days.
CARE
Complimentary Fine Jewellery Cleaning Service
MJ Jones offers an Annual Complimentary Cleaning Service for MJ Jones fine jewellery. During which, an expert will not only carefully clean your item but also check the extent of wear and tear. Including the security of any stones and the strength of prongs or settings, as well as any worn-down metal and metal-coating dip.
To enquire about or book in for an Annual Complimentary Cleaning Service, please call us on +44 (0) 330 124 3591. Our customer client team are available Monday - Friday, 10am - 6pm on English business days.
Please note that repair services are not carried out or included in the Annual Complimentary Cleaning Service.
Jewellery Cleaning
Never use abrasive cleaning products or materials to clean jewellery. These can cause irreversible damage.
We recommend having all precious metals and stones cleaned professionally.
For items that are worn regularly, we suggest booking in for a cleaning at least every 6 months. Due to regular wear, it’s important to have a professional check the integrity of the metal and any prongs or settings.
For items that are worn occasionally, we recommend an annual cleaning.
We offer an Annual Complimentary Cleaning Service for MJ Jones jewellery. To book in for this, or for additional cleaning, please call us on +44 (0) 330 124 3591, Monday - Friday, 10am - 6pm on English business days.
Water Damage
MJ Jones jewellery is made from the highest quality materials and with the finest craftsmanship, meaning your item will not receive any damage from being placed in pure water.
However, due to salt, minerals and chemicals often found in water, soaps, body lotions, fragrances and other cosmetic products, we would advise you to avoid these substances from coming into direct contact with the jewellery.
Storing Jewellery
Storing jewellery correctly is vital for its preservation. When you’re not wearing your MJ Jones jewellery, it should be kept separately in the casing in which it was delivered. This casing prevents tangling, snagging and tarnishing while also protecting from any external damage. The MJ Jones casing can also be used to store your jewellery when travelling and during house moves.
DIAMONDS
MJ Jones Diamonds
Every diamond featured in an MJ Jones jewellery piece has been hand-picked by our expert gemologists. Ensuring it conforms to the highest level of the 4Cs, the worldwide standard for evaluating diamond quality. Cut, Clarity, Colour and Carat Weight, these four factors are equally important to the quality of a diamond.
All MJ Jones diamonds over 0.2 carats are accompanied by internationally recognisable GIA Certification. GIA are the world’s most trusted diamond graders, the foreleaders of gemstone research and the founders of the "4Cs" and the International Diamond Grading System™.
MJ Jones diamonds are also ethically sourced. We fully back the Kimberley Process mission and source only from KP members who comply with all requirements of the process.
‘The Kimberley Process (KP) is a commitment to remove conflict diamonds from the global supply chain. Today, participants actively prevent 99.8% of the worldwide trade.’
kimberleyprocess.com
Formed billions of years ago, a diamond’s journey from the mantle of the Earth to the seat of your jewellery piece is incredible. MJ Jones’s commitment to ethical sourcing, thorough grading and the hand-selection and placement of every diamond ensures MJ Jones diamonds are a cut above the rest and MJ Jones’s level of luxury remains untouchable.
Diamond Care
Unfortunately, diamonds are easily clouded. Daily dirt can build up across the surface of the stone and dull the blaze. While it can be tempting to scrub the dirt, this can damage your diamonds. In the interest of prolonging the life of your diamonds and jewellery, MJ Jones strongly recommends you entrust your item to us for professional maintenance. Our experts will thoroughly clean all gemstones and precious metals. As well as checking the strength and security of the settings to prevent any stones from becoming loose.
MJ Jones offers an Annual Complimentary Cleaning Service for MJ Jones jewellery. Ensuring consistent brilliance while extending the life of your item and providing you with peace of mind. Please see our Annual Complimentary Cleaning Service for further details.
If you wish to clean your diamonds between these professional maintenance services, using a non-abrasive cleaner is important. As well as a soft bristle brush, microfibre or soft-cotton cloth.
Dilute one part ammonia with a minimum of six parts water. Apply this solution to your jewellery item using a soft bristle brush or cloth, taking care not to damage any settings or detailing. Allow the solution to work for a moment before gently wiping it off.
MJ Jones does not recommend regular cleaning with ammonia. Precious metals, such as gold, and gemstones other than diamonds can become damaged by frequent contact with ammonia. Home cleaning can also loosen settings and risk the integrity of the item.
To speak to a member of our client care team regarding further diamond care or professional maintenance, please call us on +44 (0) 330 124 3591. Our phone lines are open Monday - Friday, 10am - 6pm, English business days.
Diamond Ring Consultation
Our client care team are on hand and happy to assist you. Whether you’re simply looking for trustworthy information and advice or to make a purchase, call us on +44 (0) 330 124 3591 to arrange a Complimentary Diamond Ring Consultation with one of our diamond experts. Our phone lines are open Monday - Friday, 10am - 6pm, English business days.
Diamond Engagement Ring Certification
All MJ Jones engagement rings featuring diamonds of 0.2 carats, or more, are accompanied by globally recognised GIA certification. The world’s foremost authority on diamonds, GIA established the "4Cs" and the International Diamond Grading System™ in the 1940s. And this global grading system remains the worldwide standard for evaluating the quality of diamonds today.
Every diamond over 0.2 carats will be accompanied by a GIA certificate confirming the quality of the cut, clarity, colour and carat weight. As well as a number assigned to your diamond (sometimes inscribed on the girdle of the diamond itself). This number is unique to your diamond and can be used to confirm the GIA certification.
Ordered The Wrong Ring Size
If you find that you have ordered the wrong ring size, please contact our client care team as soon as possible so this can be altered.
To determine the correct size required, please view Ring Sizing in our Products & Services section.
Ring size alterations are not classed as exchanges. Therefore, personalised and bespoke rings are accepted for alterations.
Our client care team are available between the hours of 10am - 6pm, Monday - Friday, English business days. Simply call us on +44 (0) 330 124 3591.
Bespoke Ring Sizes
If you require a ring size that isn’t listed on our website, please call our client care team between the hours of 10am - 6pm, Monday - Friday, English business days, on +44 (0) 330 124 3591. We would be happy to craft a ring fitted to you.
Please be aware that bespoke items cannot be returned or exchanged.
RETURNS & EXCHANGES
MJ Jones’s Returns and Exchange Policy
Return and exchange requests are accepted up to 30 days from receipt of your product.
Please note that personalised and bespoke products are not accepted for refunds or exchanges.
All returns and exchanges must be accompanied by the original sales receipt or delivery note and received in the same sellable condition as when initially sold.
Refunds are processed within 10 English working days and will be issued to the original form of tender.
Exchanges are processed within 2 working days from receipt of the returned item. Unless stated otherwise, the newly requested product will be posted within this timeframe. If the newly requested product holds a higher cost, any additional fees must be received at the initiation of the exchange process. If the newly requested item holds a lower cost, a refund for the surplus value will be processed within 10 working days and will be issued to the original form of tender.
If you would like further information, please visit our full terms and conditions
Exchange An Item
We want you to love your MJ Jones items as much as we do. However, if for any reason you aren’t entirely in love with your MJ Jones product, a member of our client care team will be happy to help you find your perfect match from across our collections.
To initiate the exchange process, please call us on +44 (0) 330 124 359. We’re available Monday - Fridays, English working days, between the hours of 10am - 6pm.
Please note,
An exchange request must be initiated within 30 days from receipt of the item.
All exchanges must be received in the same condition as when initially sold and accompanied by the original sales receipt or delivery note.
Your exchange will be processed within 2 working days, with your newly requested item posted within this timeframe unless stated otherwise.
If the newly requested item holds a higher cost than the exchanged item, any additional fees must be received at the initiation of the exchange process.
If the newly requested item holds a lower cost than the returned item, a refund for the surplus value will be processed within 10 working days from receipt and will be issued via the original form of tender.
Exchanges are not available for personalised and bespoke items.
Return An Item
We know how important jewellery is in self-expression. That’s why MJ Jones offers an extended returns policy, allowing you a full 30 days to really get a feeling for your jewellery piece and determine whether it’s a part of you.
If you feel it’s not right for you, you’re welcome to initiate a return request. Simply call or email our client care team, stating your order number, item and reason for return. We will then guide you through the return process.
Please note,
Return requests are accepted within 30 days from receipt of your item.
All returns must be received in the same condition as when initially sold and accompanied by the original sales receipt or delivery note.
Your refund will be processed within 10 working days from receipt and will be issued via the original form of tender.
MJ Jones does not offer refunds or exchanges for personalised or bespoke products.
Our phone number is +44 (0) 330 124 3591, available between 10am - 6pm, Monday- Fridays.
Or you can email contact@mjjones.com. If you chose to email, please include your phone number if you wish for a callback.
Please be aware that we are not available during English bank holidays.
Returns And Exchanges Confirmation
Refunds
Your item will be processed upon receipt and a confirmation email will be sent to you. Please allow 10 working days, from receipt of this email, for a refund via the original payment method.
Exchanges
Your exchange will be processed within 2 working days from receipt of the returned item. A confirmation email will then be sent to you, informing you that your newly requested item has been posted. The estimated time for delivery will depend on the delivery address location, please view our Delivery section for further information.
Return Or Exchange A Gift
We hope you love your gift. But, if it’s not quite right, MJ Jones offers both returns and exchanges for gifts.
Our full returns and exchanges policy applies, and gift returns follow the same processes as regular returns and exchanges.
COLLABORATIONS & CONTACT
Collaborating With MJ Jones
For collaborations, media and press-related enquiries, please email contact@mjjones.com.
Contact MJ Jones
We hope that our FAQs help with any queries you have. However, if you would like further assistance, please contact us via one of the following methods.
If you are contacting us regarding an order, please have any relevant information to hand. Such as order number and delivery address, the product name, size and colour.
Phone
We’re always happy to assist you instantly if you call us on +44 (0) 330 124 3591.
You will receive a response within 2 hours if you choose to email us at contact@mjjones.com.
Social Media
Instagram handle, https://www.instagram.com/mjjonesofficial/
You are welcome to message our social media account if you prefer this contact method.
Book An Appointment
You’re welcome to book a virtual appointment with a member of our client care team. To be held by video conference.
Depending on the nature of your enquiry or request, a member of our client care team may be able to visit you discreetly.
To book an appointment, please contact us via one of the above methods.
MJ Jones availability hours
MJ Jones is open between the hours of 10am - 10pm, Monday - Sunday.