FAQ

Frequently Asked Questions (FAQ)

Welcome to our FAQ section. Here you’ll find answers to the most common questions about our products, shipping, returns, and more. If you still need help, feel free to contact us at info@up1jl.com.

🛍️ Orders & Products

Q: Are your jewellery pieces handmade?
A: Yes, all of our necklaces, bracelets, and earrings are handcrafted with care, using quality materials and thoughtful design. Due to their handmade nature, slight variations are to be expected and add to the uniqueness of each piece.

Q: Can I modify or cancel my order after placing it?
A: We begin processing orders shortly after they are placed. If you need to make changes or cancel your order, please contact us within 2 hours of placing it. We’ll do our best to accommodate your request if the order has not yet been shipped.

Q: I made a mistake in my shipping address — what should I do?
A: Contact us immediately at info@up1jl.com with your correct address. If your order hasn’t shipped yet, we can update it. Once shipped, we cannot reroute packages.

🚚 Shipping

Q: Do you offer international shipping?
A: Yes, we ship worldwide. Shipping fees are as follows:

  • UK: £5 (free for orders over £50)

  • EU: £10 flat rate

  • International: £20 flat rate

Q: How long does delivery take?
A: Estimated delivery times:

  • UK: 2–5 business days

  • EU: 5–10 business days

  • International: 7–15 business days
    Please note these are estimated timeframes and may vary depending on customs or courier delays.

Q: Will I receive a tracking number?
A: Yes. Once your order is shipped, you’ll receive an email with tracking details. Please allow up to 24 hours for tracking to update.

🔄 Returns & Exchanges

Q: Do you accept returns?
A: Yes, we offer a 30-day free return and exchange policy. Items must be unused, in original packaging, and in sellable condition.

Q: Can I return earrings?
A: For hygiene reasons, earrings are non-returnable unless they arrive damaged or faulty.

Q: How do I initiate a return?
A: Email us at info@up1jl.com with your order number and reason for return. We’ll guide you through the process and provide return instructions.

Q: When will I receive my refund?
A: Once we receive and inspect your return, we’ll issue a refund to your original payment method within 7 working days.

💎 Product Care

Q: How should I care for my jewellery?
A: To prolong the life of your jewellery:

  • Store it in a dry, cool place away from direct sunlight

  • Avoid contact with water, perfumes, and harsh chemicals

  • Clean gently with a soft cloth

📩 Still Have Questions?

We're always happy to assist you. Contact us at:
Email: info@up1jl.com
Phone: +44 1234 958637
Customer Service Hours: Monday–Friday, 10:00 AM – 5:00 PM (UK time)
Or visit our Contact Page for more options.