FAQ's

Order Status

Has my order sent?

You will receive confirmation an automated confirmation of your order and payment invoice.

You will receive an email from us giving your estimated shipping date within 24 hours.

Click the "My Account" link at the top right hand side of our site to check your orders status.

How do I track my order?

Click the "My Account" link at the top right hand side of our site to track your order.

My order has not arrived

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact  our Customer Services Department for assistance via email to studio@joulberry.com or call +44 (0) 208 9795774.

A product is missing from my shipment

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact our Customer Services Department for assistance via email to studio@joulberry.com or call +44 (0)20 8979 5774.

My Account

How do I create an account?

1) Click the "My Account" link at the top right side of our site. 2) Enter your email address. 3) Select "I am a new customer". Then simply follow the prompts to complete setting up your account. Your information is never sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account" link at the top right hand side of our site to edit your account information.

What are the delivery costs?

The delivery costs are automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered delivery method choices and their prices.

For more information please click here. Please see our Terms & Conditions for complete details of our shipping methods and costs.

I forgot my password.

Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password. If you experience any difficulties, please contact our Customer Services Department via email to studio@joulberry.com or call +44 (0) 208 9795774.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. If you would prefer to make a bank transfer, please contact our Customer Services Department. via email to studio@joulberry.com or call +44 (0) 208 9795774. Please note that we will not ship your order until we receive payment from you.

I received the wrong product.

If you feel that you have received the wrong product, please contact our Customer Services Department within 48 hours of receiving the product via email to studio@joulberry.com or call +44 (0) 208 9795774.

What is your return policy?

Please see our Terms & Conditions for complete details regarding our returns policy.

When will my order be sent?

Please see each individual product specification for more information on the availability of the shipping options. Also, after placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

International Shipping

Do you ship to my country?

Please create an account by clicking the "My Account" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. If you would prefer to make a bank transfer, please contact our Customer Services Department via email to studio@joulberry.com or call +44 (0) 20 8979 5774. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. 

Please see our Terms & Conditions for complete details of our shipping methods and costs.

Please see each individual product specification for more information on the availability of the shipping options. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

Privacy and Security

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Product Enquiries

I would like to have a piece of jewellery that is similar, but not exactly the same as the photograph next to the product. Is this possible?

Yes. We will do everything we can to accommodate your wishes to create a really personal and unique piece for you, whether it is a slight tweak to one of our established designs, such as incorporating a diamond or using a different precious metal or an entirely bespoke piece. Please contact The Design Team via email to studio@joulberry.com or call +44 (0) 208 9795774.

I would like to order a ring, but I don't know my size. Can you send me a ring sizer before I place my order?

We will send a ring sizer within 24 hours of any ring order, if requested.  If you are still deciding on which style of ring you like, but not yet placed your order, we can still send you a  ring sizer, however you would need to purchase one for £4 (including postage) or contact our Customer Services Department via email to studio@joulberry.com or call +44 (0) 208 9795774.

Can your ring sizers be used more than once to measure different fingers?

Yes. The ring sizers are re-usable, so you will be able to use them for different fingers/ people.

Can I have one of your rings in a slightly different height or thickness?

Yes, as they are all entirely handcrafted, this will not be a problem. Please contact us before ordering as there may be a slight timing or costs implication. Please contact The Design Team via email to studio@joulberry.com or call +44 (0) 208 9795774.

When is the best age to take fingerprints of my baby?

The Joulberry method of taking prints has been developed after many years of research. We have created jewellery using prints from babies as young as 2 weeks old to elderly Grandparents. The process we use, captures the actual fingerprint, therefore each print shape and texture will be different and totally unique. The older the person, the more defined the ridges will be. As a newborn baby’s skin is still flawless, it will produce a gorgeous shaped print at such a special age but with much less defined ridges in the metal. We will advise you once we have received your baby's prints, if there is an issue with the clarity of the prints you have taken. 

Is my child is too old to use his hand or foot print for a piece of jewellery?

No, never, in our opinion! 

The Joulberry method of taking hand, foot and even paw impressions has been developed after much research and allows us to miniaturise your chosen print to fit the charm shape you select. You can even include a date or age to capture the moment in time or just a name to capture the memory of that person (or pet!), whatever age, forever....

What is the age limit for a fingerprint piece of jewellery?

There isn’t one. We have taken beautiful adult prints for a wedding gift and we also used a memorable print of a Grandma who had passed away for a little girl's necklace.

 

My chosen wording is a little longer than the character limit for the product. Might it fit?

Depending on the particular characters and any punctuation used, we may be able to fit your wording on your chosen piece of jewellery.

We would suggest that you email us your proposed wording to studio@joulberry.com and we can confirm everything with you before you place your order.

Alternatively, if you do not want to delay your order, you can add any comments to the “Note to the design team” box when ordering. Once we have received and processed your order a member of our Customer Care Team will confirm the details with you.

 

How do I take a tight wrist measurement?

A tight wrist measurement is taken around the position on which the bracelet will be worn, with a piece of string or ribbon. From your specified measurement, our designers will craft a bracelet to fit the wrist comfortably, allowing room for movement and use of the clasp

I want to order a bangle, but need to be sure it will fit. What is the best way?

We offer 3 sizes of bangle. Before selecting the size, please check carefully,preferably against an existing piece of jewellery, remembering that a closed bangle needs to also get over the person’s hand, so it is not just a question of measuring their wrist. The regular bangle has been shown to fit approximately 90% of our customers.

Do you offer jewellery which is gold plated, gilded or vermeil coated? 

Plating or coating of any kind will rub off in time to reveal the metal underneath. As the quality and longevity of our products is of paramount importance, Joulberry does not offer gold plating or coating of any kind.

What size should the drawing be for my scribbles product? 

When you place any order from our Scribbles collection we will send you a PDF giving you tips to get the best out of your piece of artwork.

Will the leather bracelets always look the same as they do brand new?           

As leather is a natural material it will naturally age and will take on a much more rustic and organic look and feel to it. As with any leather goods, the look will also depend on how they are worn and used and any substances the leather comes into contact with.

Whether the natural ageing process or your own treatment of the leather, all these changes add to the charm of the piece.

Can you make any of your jewellery in Gold or White Gold?

Yes, nearly all of our products can be crafted in yellow gold, rose gold, white gold or platinum. Please contact The Design Team via email studio@joulberry.com or call +44 (0) 208 9795774 to discuss the options and for a quote.

 

Will my silver jewellery tarnish or discolour?

Tarnishing or discolouring occurs when silver is exposed to Hydrogen Sulphide which can be found in the air and many everyday items such as perfume, hairspray and certain clothing. Also the natural oils in your skin can affect the appearance of the silver. Some jewellery can tarnish more or quicker depending on how it is stored and other external factors like the air humidity.

We provide a complimentary polishing cloth, with each purchase. Rubbing the jewellery (but not any fingerprints, within any pieces) gently with the cloth should get rid of any tarnish and make it look bright again. We personally recommend trying to avoid using any abrasive products to clean your jewellery.

We advise that when you are not wearing your jewellery, keep it in a cool dry place in a box, so it is not exposed to the air and not in direct sunlight. Using the polishing cloth frequently, will help to keep it looking bright and tarnish free.

We do offer a restoration service, which some people choose to use periodically, which includes removing of any scratching, dents or reshaping and re-polishing your jewellery. 

 

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