Shipping & Returns
Order Processing & Delivery
Quality Check and Dispatch
Every item is carefully checked before dispatch to ensure it matches its product description and meets our quality standards.
In-stock orders are usually prepared for dispatch within 1–2 business days after payment. Made-to-order and custom-sourced items may require additional processing time. We will confirm the estimated timeframe before proceeding.
Shipping Costs
We offer free standard worldwide shipping on orders of £150 or more.
For orders below £150, shipping charges will be calculated and displayed at checkout.
All orders are shipped using tracked delivery services.
UK Orders
UK orders are generally delivered within approximately one week from dispatch.
At present, we do not deliver to Isle of Man and Channel Islands (Jersey and Guernsey). We apologise for any inconvenience and hope to expand our delivery coverage in the future.
International Orders
We ship worldwide using tracked international delivery services.
International orders are generally delivered within approximately one week from dispatch, although delivery times may vary depending on the destination, customs procedures and local courier services.
Customs Duties and Taxes
All applicable import duties, taxes and customs handling fees are covered by Jade Plus.
Tracking and Important Information
Once your order has been dispatched, we will email you the tracking details.
Please ensure your delivery address and contact information are correct when placing your order.
Business days exclude weekends and UK public holidays. Delivery times are estimates and may be affected by customs processing, courier delays or circumstances beyond our reasonable control.
If your order is delayed, lost or arrives damaged, please contact us at info@jadeplus.co.uk so we can investigate and assist.
Returns & Exchanges
Change-of-Mind Returns
For eligible online purchases made by UK consumers, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
After notifying us of your cancellation, you have a further 14 days to return the items.
To arrange a return, please email info@jadeplus.co.uk with your order number. We will provide the return address and instructions.
Items should be handled with reasonable care and securely packaged for return. We may make a deduction for any reduction in value caused by handling beyond what is necessary to inspect the goods.
Customers are responsible for the direct cost of return postage for change-of-mind returns, unless otherwise agreed or required by law.
Custom and Personalised Orders
Items made to your individual specifications or clearly personalised may not qualify for change-of-mind cancellation rights.
Your rights regarding faulty, damaged or misdescribed goods remain unaffected.
Earrings and Hygiene
Certain earrings supplied in sealed packaging for health protection or hygiene reasons may not be eligible for change-of-mind returns once the seal has been broken, where the applicable legal conditions are met.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or different from its description, please contact info@jadeplus.co.uk as soon as possible.
Include your order number, a description of the issue and photographs where relevant.
We will review the issue and arrange an appropriate remedy, which may include a repair, replacement or refund in accordance with applicable consumer law.
Where required by law, we will cover reasonable return costs for faulty or incorrect goods.
Exchanges
If you would like to exchange an item, please contact us before returning it.
As many of our gemstones and jewellery pieces feature natural materials, variations in colour, pattern and appearance are expected. Each piece may be unique, and an identical replacement may not always be available.
Where an exchange is not possible, we will discuss the available alternatives with you.
Refunds
For eligible change-of-mind returns, customers are responsible for arranging and paying for return shipping. Refunds will be processed within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. Refunds will be issued to the original payment method. We will notify you by email once your refund has been processed.
Please note that return shipping costs are non-refundable for change-of-mind returns.
Business and Wholesale Orders
Business and wholesale purchases may be subject to separately agreed commercial terms, including arrangements for custom sourcing, bulk orders and returns.
Any separately agreed terms will be communicated before the order is confirmed.
Contact Us
For questions about shipping, returns, exchanges or refunds, please contact:
Email: info@jadeplus.co.uk
Website: www.jadeplus.co.uk
We will be happy to assist with your enquiry.