* FREE SHIPPING FOR ORDERS OVER £200 UK & £250 WORLDWIDE *

FAQs

 

HOW CAN WE HELP YOU?

ACCOUNT

DO I NEED TO HAVE AN ACCOUNT TO PLACE AN ORDER?
By creating an account, you will enjoy the benefits of being able to track your orders, complete future orders faster & keep your profile information updated.

DOES ACCOUNT CREATION MEAN THAT I WILL RECEIVE PROMOTIONAL EMAILS?
No, not unless you sign up to our newsletter. If you do sign up to our emails, we will be mindful not send a constant stream of spam! Our emails will keep you up to date with promotional activity, latest offers and new product arrivals. Should you change your mind, we have made it very easy for you to unsubscribe.

WILL MY DETAILS BE PRIVATE?
Yes, 100%! We will never share or trade your details with any other companies without your consent.

ORDERS

WHAT HAPPENS AFTER I PLACE MY ORDER?
Once you have placed your order, you will receive a succession of 2 emails.
Confirmation Email: To tell you that we have received & accepted your order.
Shipment Email: To let you know that the goods have been shipped and a tracking number to use via our courier service website. Details of how to return your goods if they are not suitable (via our T&C's), will also be included.
If you do not receive any of the above, please contact us on
hello@pawnlondon.com

ACCOUNT HOLDERS:
If you do not receive any of the above emails, you can log into your account, and you are then able to check the status of any order placed.

PLEASE NOTE:
If you do not receive communication from us:
Check your junk mail.
Ensure that you provide the correct email address.

I HAVEN'T RECEIVED ANY CONFIRMATIONS OR EMAILS REGARDING MY ORDER
Please can you check your junk folder or log into your account (if you are registered). Failing this please contact us on hello@pawnlondon.com and we will assist you.

I HAVE MADE A MISTAKE ON MY ORDER & I NEED TO CHANGE/ CANCEL IT.
At order confirmation, we are most likely unable to make any changes or cancel your orders.
You can return your order once you have received it, please find further details in our Return Section.
Please contact us within 24 hours at hello@pawnlondon.com, and we will assist you if the order is not out for despatch.
Address edits can only be changed if the order hasn't gone out yet.

WHY HAS MY ORDER BEEN CANCELLED?
We will always do our very best to fulfil every order; however, on the rare occasion, we may have to cancel an order. Reasons for this can vary, but we will send an email to you explaining why. Should you have any further questions, you can contact us at hello@pawnlondon.com.

MY ORDER HAS ARRIVED, BUT THERE IS AN ITEM MISSING!
Oh no!! Please contact us at hello@pawnlondon.com, and we will assist you.

THERE IS THE WRONG ITEM IN MY ORDER.
We are so sorry! Please contact us at hello@pawnlondon.com, and we will arrange the delivery of the correct item.
Please enclose proof of postage receipt; you will be fully refunded for any postage as this is our error.
Please note that all returned items must be received in a resaleable condition- unworn/unused and in its original packaging.

WHAT DO I DO IF MY ORDER IS LOST?
If you believe your package is lost, please email us right away at hello@pawnlondon.com, and we will try our best to solve the issue.
If the item has not been marked delivered and hasn't arrived within 30 days, we will replace your order free of charge (the UK only).
For international orders, we will contact the courier and keep you up to date on the next steps.
Please note that Pawnshop is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. We require a signature for any goods delivered, at which point responsibility for your purchased products passes to you.

WHAT PAYMENT TYPES DO YOU ACCEPT
We accept all major credit & debit cards, PayPal & Shopify Pay.

SIZING

WHAT SIZES DO YOU USE ON YOUR SITE?
All sizes are shown in the UK, EU & USA measurements.

IS THERE A SIZE GUIDE?
There is a size guide available on every product page. We have provided a ring size guideline and necklace visual to assist you.
Ring sizers are available to order on-site, with free shipping if only the sizer is being ordered.
For any further assistance or advice, please contact us at hello@pawnlondon.com.

DO YOU OFFER AN ENGRAVING/ BESPOKE SERVICE?
Unfortunately not yet! Please email us hello@pawnlondon.com if you need any advice.

HOW DO I REDEEM A DISCOUNT CODE/ GIFT CARD?
Discount codes/Gift cards are redeemable by entering your code at checkout. Remember to click 'apply code' button.

SHIPPING

WHERE DO YOU SHIP

We ship worldwide. 

We offer free shipping for orders over:

UK £200.00

EU/ International £250.00

Currently, we offer:
UK & EU Royal Mail Tracked & Signed- Standard Service.
EU & International Orders- DHL Express (shipping times may vary).

Please note that we cannot be held responsible for any income tax imposed due to your countries import tax laws.

HOW LONG DOES DELIVERY TAKE?
UK Standard: 3-5 working days.
Europe Standard : 5-10 working days.

International Express: 3-5 working days.

HELP! I NEED URGENT DELIVERY!
Please email us hello@pawnlondon.com if you need an urgent shipment, and we will do our best to help.

WHAT ARE YOUR DELIVERY CHARGES?
Please see Shipping & Returns.

HOW DO I TRACK MY ORDER?
We will send your tracking information in an email once the parcel has despatched. If you have an account, you will be able to log in and get your tracking information at any time.

WHAT HAPPENS IF I AM NOT IN TO RECEIVE THE GOODS?
The courier used for your delivery will advise. Please contact us at hello@pawnlondon.com for further information/ advice.

DO I NEED TO SIGN FOR MY DELIVERY?
Our couriers need a signature to make the delivery. Please advise a delivery address where someone will be able to sign for it. The hours of delivery are determined by the courier. If you are unable to sign for the delivery, the courier will notify you.

CAN I CHANGE THE DELIVERY ADDRESS ON MY ORDER?
Please contact us at hello@pawnlondon.com within 24 hours of placing your order. We will then be able to advise whether it is possible or not to change the delivery address.

RETURNS & REFUNDS

WHAT IS THE PAWNSHOP RETURN POLICY?
All returned jewellery items will need to be received with the returns dispatch note completed and in a resaleable condition- i.e. unworn/unused and its original packaging within 30 days of purchase. For faulty/damaged goods, we offer a 30-day full refund policy.

GIFT CARDs

Please note once purchased we cannot offer refunds or exchanges on gift cards.

CHANGE OF MIND?

Returns will be accepted on items including earrings if they are sent back unworn and in their original packaging within our 14-day refund policy window.

HOW DO I MAKE A RETURN?
Please email us hello@pawnlondon.com with your order reference number  and reason for return and we will direct you through the process.
Securely package your returns.

Please note that your parcel is your responsibility until it reaches us, so we recommend using a registered or recorded postal service. Please note that you must cover all return postage costs. Pawnshop will reimburse postage on faulty/incorrect items only.

Please note, this return procedure and policy are only relevant to online transactions and purchases from the Pawnshop pawnlondon.com website only.

Return all items to us in their original, pristine condition. Pawnshop reserves the rights to refuse a refund, e.g. in the event of the product damage/ unfair wear.
Pawnshop adhere to current distance selling regulations.
For any further assistance or advice, please contact a member of our online team using the email address below:
hello@pawnlondon.com

CAN I EXCHANGE SIZES?
Unfortunately, we are unable to provide exchanges at this time.
If you would like to exchange an item, you will need to return the original order for a refund and place a new order. If you need a different ring size- please contact us (click link), and we will endeavour to help.

Any returned orders must be sent back within 14 days of receipt.

CAN I RETURN A GIFT?
Yes! You can exchange gifts for online store credit. Please email us hello@pawnlondon.com, with the item you would like to return, and if you have the order number or the details of the person who purchased it.
We will then send you a unique discount code which can you can use against future purchases at checkout.
Validity will be for 12 months- and will be for the cost of the returned product only. Any price difference, shipping, taxes and import duties may be applicable.

WHO PAYS FOR THE COST OF THE RETURN? ARE DELIVERY CHARGES REIMBURSED FOR RETURNS?
Please note that you must cover all return postage costs.
However, if you are returning the product because of an error on our part, or if the item is faulty/damaged we will be happy to refund all costs associated in returning the item to us.

WHEN WILL I RECEIVE MY REFUND?
Please allow up to 10 working days for your returned order to be processed and refund issued. We will credit refunds to the original payment method used. Shipping costs are non-refundable, unless faulty/damaged/incorrectly receipted. We will always endeavour to process refunds as quickly as possible.

CAN YOU CONFIRM RECEIPT OF MY REFUND?
We will send you an email to let you know when we receive your refund.

SENT AN INCORRECT ITEM?
Sorry to hear this! We take a lot of care with our orders, but occasionally we may mess up! Please contact us hello@pawnlondon.com and we will sort this as soon as possible for you.

MY ITEM DOES NOT LOOK LIKE IT DOES ON SITE.
We make every effort to illustrate the colour accurately; however, there may be some variation due to both digital reproduction & web browsing platforms. Therefore, there is no guarantee of the exact colour of the jewellery.
Some items may appear larger or smaller than actual size- this could be to show details clearly or to show the whole piece. Photography techniques and screen defaults may also impact this.