If you have any issues please feel free to contact us, alternatively we've got our most common questions here to help you.

Contact Us



Q) How can I reach Customer Services?

Our knowledgeable customer service team will deal with your queries by phone, email, or talk to us with Live Chat. Customer service is available Monday to Friday 9:00am to 5pm. For full details please visit Contact Us.

Q) I have never bought jewellery online: How can I be sure I'll be happy with my purchase?

We do our best to accurately represent our jewellery, via photos, product descriptions and measurements. Should you want to return the item, you have 60 days from the date of receipt to change your mind and we will happily refund your payment. View our Delivery and Returns page.

Q) Are the stones real?

Yes. BURRELLS only sells jewellery made with real precious or semi-precious gemstones. Where they are significant, stone weights have been included in the product descriptions. If a product contains diamonds and another stone type as well, the weight listed is the total diamond weight.

Q) I saw a piece of jewellery a while ago on BURRELLS and now I cannot find it, what should I do?

Please contact our customer service team and we will do our best to get the piece for you.

Q) Is it possible to modify your jewellery so that it fits me perfectly?

Yes. At BURRELLS, you can make a special request by contacting us. We will contact you if there is an additional charge or additional delivery time associated with your request. You will have the option of cancelling your order prior to being charged. We also have a bespoke jewellery service.

Q) Are chains included for necklaces?

Yes, all of our necklaces and pendants are delivered with the chain shown. If you wish to exchange the chain for a different one please contact us with your request. It is usually possible to have a longer chain if you wish.

Q) Will my items be boxed and wrapped?

Yes, all items arrive in a beautiful BURRELLS box, wrapped in a gold ribbon with all branded items coming in the relevant branded packaging.

Q) Are the products pictured actual size?

Because displays vary in size, it is impossible to show an actual size image on the Internet. If you have specific questions regarding the size of an item, please contact us.

Q) Is VAT charged on-line?

VAT is charged at 20% for all orders and is included in the retail price.

Special Services

Q) I need help buying a gift. Can you help?

Yes. Please contact us and tell us broadly what you are looking for and the price range and we will suggest appropriate gifts. There is no extra charge for this. If for any reason the recipient of your gift does not like it, then they can exchange or return it.

Q) I'm buying an engagement ring, can you help me?

Yes. Please contact us and we can discuss your requirements and help you find the perfect ring. Our diamond buyer Mr Adam Gillary is often on hand to answer any questions and sources special stones. To contact him e-mail or call 0800 028 4381, BURRELLS also offers a bespoke jewellery service.

Q) I need help/advice about my wedding jewellery, can you help me?

Yes. Please contact us and we can discuss your requirements and help you find the perfect jewellery for your wedding day.

Voucher Codes

Q) How do I use my voucher code?

If you have a voucher code you can use this in your Bag. Simply add the products you'd like to purchase and then enter the code into the box below entitled 'Coupon Code'.

Q) I'm at the checkout where do I enter my online voucher code?

The voucher codes are redeemed in the Bag. If you're already at the Checkout simply click on the 'Bag' option at the top right of the screen. Or if you are outside of the Checkout process you can click or tap on the Bag icon once you have an item in your bag. You can then fill in the 'Coupon Code' box and press 'Apply'.

Q) Why doesn't my voucher code work?

Most voucher codes can only be used with an account. If you're getting a message saying it is not valid the first thing to check is that you have signed in. If you are signed in then it maybe the product you're trying to purchase falls into the voucher codes restriction. Voucher codes do not tend to work with Pre-owned Watches or Sale items.

Q) Does my voucher work for discounted or sale items?

Unfortunately due to the fantastic discounts that we offer during our sales we are unable to discount items further through the use of voucher codes.

Q) Can I redeem my voucher in store?

Sadly online vouchers can not be redeemed in store.

Delivery and Returns

Q) How long will my jewellery take to arrive and how will it be shipped?

For information on delivery within the UK, view our Delivery and Returns page.

Q) What is your returns policy?

You can find our returns policy on our Delivery and Returns page.

Q) Do you delivery outside of the UK?

Unfortunately we can not deliver to an address that is not within the UK. We can take payments from any location, but the order must be delivered to a UK address.

Jewellery Information and Care

Q) How do I care for my jewellery?

Please see our aftercare page for jewellery care at home, BURRELLS also offer an array of after care services in our stores.


Q) Why can I only collect Tudor watches?

Due to the service we want to provide with our amazing Tudor watches we can only deal face to face with our Tudor customers. You are able to purchase online and pay using the various methods we support but you must visit one of our stores to be able to collect your watch.