Frequently Asked Questions
Delivery
UK Delivery
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.
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.
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 our client care team who will be able to assist you.
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 that your parcel has been delivered but you have not signed for it, please contact our client care team. We will open an investigation with the courier to determine the responsible party.
Tracking Your Order
MJ Jones will send you an email with a link and tracking number once the parcel has been received by your local courier.
Packaging
With the highest level of care, your order is prepared and packed by a member of our client care team. Your item(s) will arrive perfectly presented in MJ Jones packaging.
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.
To change your delivery address, please contact our client care team.
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. The necessity and requirements for this are detailed on their websites.
You are 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. Please see Finance Plans for further information.
Alternatively, if you wish to pay via bank transfer or phone, please call us on +44 (0) 330 124 3591 and 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. As well as an email containing tracking details once your order has been handed to the courier for delivery.
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.
Order Change Or Cancellation
To discuss an order change or cancellation, please contact our client care team.
Orders that cannot be changed
An order that cannot be changed will be treated as a return or exchange.
- Rings that feature gem-set bands cannot be resized once production has commenced.
- Orders that have already been handed over to the courier cannot be amended.
Please view our Returns & Exchanges section for more information.
Orders that cannot be refunded
Made-to-order items that include personalisations such as an engraving and/or photo cannot be altered or refunded once production has commenced.
Products & Services
Engraving Service
MJ Jones offers a Complimentary Engraving Service 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 contact our client care team.
Please be aware that upgrading your item with an engraving will alter the processing time estimation.
Safe Installation & Moval
Our client care team are able to facilitate the installation and moval of a MJ Jones Safe.
Do not attempt to move or install a MJ Jones Safe yourself or via a third party company that has not been approved by MJ Jones as this will void your lifetime warranty.
Please be aware that both the installation and moval of a safe is to be carried out at your expense.
Ring Sizing
If you do not know your ring size, our client care team will provide a complimentary ring sizer and assist you in the sizing of your finger(s).
If you know your ring size but require assistance to convert this to the European ring size, please view our Size and International Conversion Guide.
If you require further help, please contact our client care team.
Please be aware that rings featuring gem-set bands cannot be resized once production has commenced. If the ring does not feature personalisations, it may be exchanged or refunded. For further information, view Gem-Set Ring Bands.
Certification
Authenticity Certification
All purchases are accompanied by an MJ Jones Certificate of Authenticity. This card confirms that your item is a genuine MJ Jones product.
GIA Certification
Internationally recognised GIA certification accompanies all MJ Jones diamonds over 0.2 carats. For more information, please view MJ Jones Diamonds.
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 the Contact section.
Complimentary Fine Jewellery Cleaning Service
MJ Jones offers an annual Complimentary Fine Jewellery Cleaning Service for our fine jewellery. During which, an expert will not only carefully clean your product but also check the extent of wear and tear. Including the strength of prongs or settings affecting gem security, as well as any worn-down metal and metal-coating dip.
Our client care team will assist you in any enquiries or bookings for this Complimentary Fine Jewellery Cleaning Service.
Please note that repair services are not carried out or included in the Complimentary Fine Jewellery Cleaning Service.
Product Care
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 a Complimentary Fine Jewellery Cleaning Service for MJ Jones fine jewellery. To book in for this, or for additional cleaning, please call our client care team on +44 (0) 330 124 3591.
Water & Cosmetic Products 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, pure water is not delivered from taps, showers and standard sources of water. Due to salt, minerals and chemicals often found in water, soaps, body lotions, fragrances and other cosmetic products, we advise you to avoid these substances from coming into direct contact with all MJ Jones products.
Storing Jewellery
Storing jewellery correctly is vital for its preservation. When you are 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 a 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 recognised 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™.
All 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
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.
Professional Cleaning
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.
We even offer an annual Complimentary Fine Jewellery Cleaning Service for MJ Jones fine jewellery. Ensuring consistent brilliance while extending the life of your item and providing you with peace of mind. Please see our Complimentary Fine Jewellery Cleaning Service for further details.
Home Cleaning
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 and 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, microfibre or soft-cotton cloth, taking care not to damage any settings or detailing. Allow the solution to work for only a short moment before gently wiping it off.
Important - MJ Jones does not recommend home cleaning or regular cleaning with ammonia. Precious metals, such as gold, and gemstones can become damaged by frequent contact with ammonia. Home cleaning can also loosen settings and risk the integrity of the item, possibly leading to the voiding of your MJ Jones Lifetime Warranty.
For further diamond care advice or to book in for a professional cleaning service, please contact our client care team.
Diamond Ring Consultation
Whether you are 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. Or view the Contact section for other ways to get in touch.
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. This global grading system remains the worldwide standard for evaluating the quality of diamonds today.
Your diamond is also assigned an individual number (sometimes inscribed on the girdle of the diamond itself). This number is unique to your diamond and can be used to confirm this GIA certification.
For further information, please view our Diamond Guide.
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. A turnaround time of 2-3 weeks is advised for ring size alterations but this may need to be extended depending on the ring design.
Plain-band ring size alterations are not classed as exchanges. Therefore, personalised and bespoke rings, where the design does not affect the resizing of the band, are accepted for size alterations.
However, rings that feature gem-set bands cannot be resized once production has commenced and will be treated as an exchange.
Repairs & Warranty
MJ Jones Repairs Policy
MJ Jones jewellery is covered by a lifetime warranty, through which we provide a full repair service for any issues resulting from a fault in the product.
Please note, MJ Jones Repairs Policy does not cover wear and tear, accidental damage or intentional damage.
Repair Process
To initiate a repair request, please contact our client care team. You will need to provide your details, a short description of the issue and the original purchase invoice.
The item will then need to be examined by our specialists.
- If the issue is deemed a fault of the product, our client care team will contact you to discuss the required repair(s) and confirm you are happy to continue with the process.
- If the issue is not deemed a fault of the product but a result of wear and tear, accidental or intentional damage, or other, our client care team will contact you to discuss paid repair options.
If you choose not to continue with an advised repair, this will void your MJ Jones Lifetime Warranty.
Depending on the nature of the fault, certain elements of the item may need to be removed to enable access, or replaced entirely if repair of the individual element is not possible. This will be discussed, with your authorisation obtained, prior to commencement of the repair.
Repair postage and delivery
To request a repair, you will be required to send the item to us, via recorded delivery, at your cost.
If the fault is deemed a defect in materials and workmanship and covered under the warranty, the cost of this postage may be refunded to you.
Whether or not you choose to continue with the repair(s), paid or free, we will return your item, via recorded delivery, at no cost to you.
MJ Jones Lifetime Warranty
MJ Jones products are forged with the highest quality craftsmanship, using only the world’s best materials. We are so confident in our quality, that we offer a lifetime warranty for all our products.
This warranty covers all defects in materials and workmanship for the life of the product. It does not cover wear and tear, accidental damage, intentional damage or damage caused by incorrect care. The warranty is void if the item has been altered or tampered with by any person or company outside of MJ Jones.
The original purchase invoice is required to initiate a warranty claim.
Returns & Exchanges
MJ Jones’s Returns and Exchange Policy
- Return and exchange requests are accepted up to 30 days from receipt of your product.
- All returns and exchanges must be accompanied by the original sales invoice and received in the same sellable condition as when initially sold.
- Please note that personalised and bespoke products are not accepted for refunds or exchanges.
Refunds
Refunds are processed within 10 English working days and will be issued via the original form of tender.
Exchanges
Exchanges are processed within 10 English 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 English working days and will be issued via the original form of tender.
Exchange An Item
We want you to love your MJ Jones product as much as we do. If, for any reason, you are not entirely in love with your item, a member of our client care team will help you find your perfect match from across our collections.
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.
- The original sales invoice is required to initiate an exchange request.
- Your exchange will be processed within 10 English 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 English working days from receipt and will be issued via the original form of tender.
- Exchanges are not available for personalised and bespoke items.
- Items showing signs of damage, wear and tear, alterations, or other, will not be accepted for an exchange.
Return An Item
We know how important jewellery is in self-expression. This is 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 is a part of you.
If you feel that the piece is not right for you, you are 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.
- The original sales invoice is required to initiate a return request.
- All returns must be received in the same condition as when initially sold
- Your refund will be processed within 10 English working days from receipt and will be issued via the original form of tender.
- Refunds are not available for personalised or bespoke products.
- Items showing signs of damage, wear and tear, alterations, or other, will not be accepted for a refund.
Returns And Exchanges Confirmation
Refunds
Your item will be processed upon receipt and a confirmation email will be sent to you. Please allow 10 English working days from this email for your refund to be received via the original payment method.
Exchanges
Your exchange will be processed within 10 English working days from receipt of the returned item. You will receive a confirmation email when 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. However, if it is 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.
Gem-Set Ring Bands
Due to the intricate craftsmanship required to forge gem-set bands, these cannot be resized. Once production has commenced, an alteration request for a gem-set ring band will be treated as an exchange.
As part of the MJ Jones experience, if you require a size alteration, a complimentary ring sizer will be provided and your personal client care team member will help you confirm the correct size.
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 your order number and delivery address, the product name, size and colour.
Phone
We are available 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.
https://www.instagram.com/mjjonesofficial/
Direct message for a response within 2 hours.
Book An Appointment
You are 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.