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FAQs- Delivery and Returns

When will my package arrive?

Delivery within the UK takes 3-6 business days, within Europe takes 5-9 business days, and outside of Europe takes 7-12 business days. These are approximate delivery times. See our Delivery section for more details.

How much is postage?

Worldwide shipping is free! It’s our gift to you to say thank you for choosing us and we hope that you feel great wearing our jewellery.

Who do you ship with?

We use DPD for all orders. Occasionally, for good reason we may use another trusted courier service, for example, DPD does not operate in Russia. If this is the case we will let you know. DPD is a signed for service.

How can I track my parcel?

How can I track my parcel?

Use the link in your dispatch email or enter your tracking number directly onto the DPD website here. Your tracking number can be found in the dispatch email.

Will my item be boxed?

Jewellery comes in a black velvet jewellery box with the JS logo discreetly printed inside. This box is wrapped in beautiful snake print tissue paper and then put inside a plain black postage box.

Can I cancel my order?

Yes, you have 24 hours to cancel by email only: info@janesheppardjewellery.com. Please don't cancel via social media because it could be missed.

What is your returns policy?

If you change your mind, we will happily give you a refund if you return your jewellery to us within the first 14 days of receiving your order. To organise a return, please email us with your order number. Read our full returns policy here.

Can pierced earrings be returned?

For hygiene reasons, pierced earrings cannot be returned if they have been worn or the label has been removed. This is a very common practice and many jewellers do not allow returns for pierced earrings at all.

FAQs- Ordering and Paying

How can I pay?

We accept Visa, Mastercard, Maestro and American Express.

Can I pay in a foreign currency?

We show prices in different currencies but at the moment, you can only pay in British pounds.

Is my payment secure?

Website transactions are processed using Stripe, which is a secure online payment gateway that encrypts your card details in a secure host environment.

My item is out of stock!

This may happen as all of our pieces are hand made in small batches, so sell out quickly.

 

The best thing to do is click the 'email when in stock' button so you can be the first to know when the new jewellery has arrived. Or email us to find out the due date.

FAQs- The Jewellery

Does my jewellery have a warranty?

Yes, all of our pieces come with a 6-month manufacturing warranty, this does not include personal wear & tear or accidental damage.  See Materials and Jewellery Care for more information.


What is my jewellery made from?

We use 925 sterling silver, and 18ct gold plate. Gold plate is a fine layer of gold that covers the silver. Please see Materials and Jewellery Care for more information.

Where do you get your skins?

Our skins come from zoos, reptile shops, and private collectors both in the UK and Portugal. We are forever grateful for these skins as without them, we couldn’t make the jewellery.

Do you need more skins?

Yes! We are always on the lookout for more beautiful skins, especially lizard skins. We are currently coveting lizard skins with spikes or crests. If you have any spare then please do get in touch here. Thank you.

Is your jewellery cruelty free?

We only use the naturally shed skin of snakes and lizards to make jewellery. Therefore, no contact needs to take place between us and the snake or lizard, and it's not harmed in any way. We never use real snake and lizard skin which the animal has had to be killed for. This process was developed because of Jane's love and respect for snakes and lizards. She wanted to celebrate these animals and find a way to wear their beautiful scales without causing them any harm. Please see The Brand for more information.