We are continuing to deliver orders promptly, reliably and safely during the coronavirus outbreak.
The health of both our customers and team remains our highest priority at this time. Delivery companies have introduced procedures for safe handling of mail and parcels for individuals who are self-isolating. Public Health England have said that there is no evidence that the virus can be transmitted from packages.
Our website remains fully operational and you can order in the normal way.
We are continuing to fulfil your orders with our team working in split shifts at a safe distance from each other to keep our warehouse working safely. There are a maximum of 30 operatives working at any one time in our 100,000 sqft warehouse so they can feel confident about their safety.
We are working tirelessly to make sure that our products are available and delivered to you in the safest way possible.
We have extended our returns policy to 60 days.
Your order should arrive within 5-7 working days for standard UK delivery.
Delivery companies have introduced procedures for safe handling of mail and parcels for individuals who are self-isolating. Our website allows you to leave special delivery instructions for added precautions.
Most orders are delivered by Royal Mail tracked service.
They have issued the following advice regarding the delivery of tracked items:
“In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature. Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside. If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to.”
Our customer service team are mainly working from home. They are taking telephone calls and replying to emails between the hours of 9 to 5 only.
If you have any questions about Pia Jewellery, our products or services, please take a look to see if yours is a frequently asked question. Use the buttons below to find your question.
Why won’t my promotion code work?
If your promotion code isn’t applying to your order, please read the terms and conditions of your code. Some of our discounts will exclude sale items and have expiry dates so please ensure you check this.
If your promotion code is still not working, please email firstname.lastname@example.org or call 0333 240 6238 .
How do I cancel or add to my order?
Orders are processed as soon as possible. If you place an order online in error, or want to add something to an order you have already placed, please call 0333 240 6238 immediately and quote the order number from your confirmation email.
Is your payment process secure?
Yes, we can assure you that the payment section of our website is secure, and you can shop with confidence using our online payment system. We accept PayPal and all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard. All our payments are handled by Sage Pay, a leading UK PCI DSS compliant payment provider. We do not store your credit card details on our systems unless you request us to do so on checkout. Even then, you will be asked to enter your security code as we do not hold this piece of information.
You should see a padlock symbol on secure pages. This can be found next to the address bar in your browser, or in the footer bar.
Before entering your card details on the payment page, you will see a padlock with 'Secured by Sage Pay' in the top right-hand corner, which is verification that all transactions made on our site are authorised and secure.
What if I have forgotten my password?
If you have forgotten your password, please click on the forgotten password link on the sign in/register page and we will email you a link to change your password.
Do you deduct VAT to the Channel Islands?
Our published prices are what our customer pays regardless of territory and include VAT at the applicable rate for that territory, in the case of the Channel Islands, zero. However, where possible we try to keep a flat despatch charge for the UK (including British Crown Dependencies like the Channel Islands) despite the true cost being higher.
When will my order be delivered?
Our estimated delivery times are as follows
For standard UK delivery we deliver in 3–5 working days.
For next working day delivery, available to UK mainland addresses only. Orders placed before 2pm Monday - Thursday will be delivered the next working day. Orders placed on Friday before 2pm will be delivered the following Monday.
What if my product isn’t available at time of order?
When we receive an order, we will immediately despatch all the items that are available from stock. Any remaining items are despatched once they have all arrived in stock. This is to minimise the inconvenience of multiple parcel deliveries and to enable us to offer the facility of taking orders on out of stock items without extra charge. If you require any items on your order more urgently, please contact us by emailing email@example.com or by calling 0333 240 6238.
Has my order been despatched?
Once you have placed your order, you will receive an email informing you that your order has been despatched. This will include the despatch date and tracking number (if available), please allow 24 hours for live tracking.
If your order still hasn’t arrived within the advised timescales, please email firstname.lastname@example.org or call 0333 240 6238 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
Can my order be sent to a different delivery address?
Yes, if it is more convenient, we can deliver to a different address for example, a relative. Choose 'Select a different delivery address' on the payment page.
The delivery note will not contain prices and we can also add a personal message if the order is for a gift.
Can my order be delivered to multiple addresses?
If you would like to have items sent to different addresses, please complete a separate order for each address. A separate delivery charge will be applied to each address.
How long will it take to deliver a replacement item?
Please allow 10-14 working days.
What is your returns policy?
We hope you are pleased with your order. If anything you have ordered does not live up to your expectations just return it to us unused, in its original packaging, for an exchange or refund within 30 days.
Unless the item is faulty, return postage will be at your cost. It is important that the goods are returned in the best possible condition so please pack them appropriately.
In the unlikely event that a product is faulty, please email email@example.com or call 0333 240 6238 (Mon – Friday 9am – 7pm, Sat 9am – 5pm). We will advise where and how the items should be returned and provide the appropriate paperwork.
We are sorry but engraved items cannot be refunded or exchanged unless faulty.
Earrings may only be returned if the seal is unbroken (unless faulty).
Our guarantee is in addition to your statutory rights.
Click here to view our no quibble returns policy
How long will it take to receive a refund?
We advise it can take 10-14 working days.
Can I return earrings?
Earrings may only be returned if the seal is unbroken (unless faulty)
Can you remove my details from your email list?
Where do I sign up to your newsletter?
Please use the newsletter sign-up section towards the bottom of the website to subscribe to our free email newsletter and ensure you stay up to date with Pia Jewellery's latest offers and collections.
I've subscribed to your newsletter but I have not received any emails
To ensure that our emails don't get caught by a junk mail filter, please add @email.piajewellery.com to your safe senders list.
It is possible that if you haven't opened or clicked on a Pia Jewellery email recently, we may have reduced the frequency of the emails we send to you.
Please contact us if you would like to find out more.
How do I request a catalogue?
If you would like to receive a copy of our catalogue, please click here to request your free catalogue.
Where do I find my promotion code?
This code can be found on the back cover of your catalogue in a box which says “Promotion code”.
Can you remove my details from your mailing list?
Why is the catalogue price different to the web price?
Prices can differ for web exclusive offers. Regular web customers are emailed details of latest promotions and sales. Catalogue prices are correct at the time they are printed.
Where can I find out more information about a product?
We try to provide as much detail as we can about our products online and in our catalogues, but if there is something additional that you would like to know, please email us at firstname.lastname@example.org or call 0333 240 6238 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
What if my item is faulty, damaged or is missing parts?
If you have a faulty or damaged item or it has parts missing, please contact our customer services department by emailing email@example.com or call our customer service team on 0333 240 6238 (Mon – Friday 9am – 7pm, Sat 9am – 5pm) for help to resolve the problem. We will exchange any damaged or faulty goods at our own expense.
Is your jewellery hallmarked?
All our silver items are hallmarked unless they are below a weight of 7.78g where they do not require hallmarking. In the case of earrings, they are weighted individually; and not as a pair, to determine whether they require hallmarking.
Click here to view the assay office official guide
If a product is out of stock online, can I still order it over the phone?
Stock availability is the same whether you order online or by phone. The website will show if a product is in stock or the date that it is expected back in stock. In both these instances orders can be placed online or by phone. If a product code does not register in the search box on the website, it means it has been discontinued and is no longer available to order.
Where can I find your ring size guide?
Please click here to view our Ring Size Guide and follow the simple instructions to find out your ring size. If you would like any additional help or if you would like to request a free ring sizer please email us at firstname.lastname@example.org or call our customer service team on 0333 240 6238 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
Where can I find your clothing size guide?
Each garment will have it's individual size guide on the product page. If you are between sizes, we would suggest selecting the larger option.