FREQUENTLY ASKED QUESTIONS


Our friendly Customer Service team are passionate about jewellery and always on hand to be of help – if you don’t find the answers you’re looking for in the following FAQ, please feel free to contact us using the following options:


Ring our dedicated call centre on 0844 375 2525 and press 3. This line is open from 9am to 6pm, Monday through to Sunday.

Send us and email at: Contactus@tjc.co.uk


Write to us at:
TJC LTD
Customer Care,
PO Box 443,
Feltham,
TW13 9DU


If you live in the Republic of Ireland, you can call our team on 1520 99 95 95 and press 3. This line is open from 9am to 6pm, Monday through to Sunday.


Our friendly Customer Service team are passionate about jewellery and always on hand to be of help – if you don’t find the answers you’re looking for in the following FAQ, please feel free to contact us using the following options:

Frequently Asked Questions (FAQ)


 
Orders (Answers)
A.

We run two types of auctions - Falling Price Auctions and Rapid Drop Auctions.


In our Falling Price Auctions, you get to decide the price you want to pay. The price can be as low you like, because it’s like the reverse of a traditional auction in that the price will continue to fall until you decide to buy the item. If nobody buys it, the price will keep falling, but we suggest you don’t wait too long because there is strictly limited stock on showcase for these auctions, so once it’s gone, it’s gone.

With our Rapid Drop Auctions, we drop the price only once to our very lowest price bargain. It’s first come first served, so be quick to get your bid in and bag the item!

The quantity of each item is reduced every time a bid is received, but you will have nothing to lose from getting your bid in early to secure your purchase, since everybody pays the final lowest price - this could be as low as £1 or even FREE.

For example, if you’re the first bidder for an item which costs £50, you can relax in knowing that you will pay the final lowest price of the last item to be ‘Sold’. Remember, you are in the running against other Television and Website bidders, but the only way you can really lose is

A.
To buy from our website, the first thing you need to do is register with us. Simply provide your email address plus a few minor personal details and you will receive a pin number. It is free to register with TJC and this puts you under no obligation to buy anything.

If you’re new to us, click on this link to Register. If you’re already one of our customers, simply Login to make your purchases or take part in our auctions.
A.
Yes, you will automatically receive a confirmation email from us after you’ve placed an order. It will list your order number and confirm the item(s) that you’ve chosen.
A.

To bid by telephone, simply give us a call from a landline or registered mobile phone. For security reasons, we cannot accept bids from withheld numbers. If you would like to bid from a mobile, please call our Customer Services Team to register beforehand on 0844 375 2525 (press 3 to register).
When you see an item you fancy do the following:

1. Dial the number on screen, 0844 375 4444
2. Press # to bid
3. Choose size/colour options if applicable
4. Hold to speak to our UK call centre

Your call is charged at the same rate as a local call. Full copy of the Terms & Conditions are available on this website or upon request from our Customer Service Centre..

 

A.

This service gives you a faster way of placing your orders, since you do it in seconds using your telephone keypad, rather than waiting for an advisor to become available.

A.

After your bid, select the option for the TJC Automated Ordering Service and then follow the simple instructions.

A.

Please don’t forget to register your contact number with us before using the service as you will then be provided with the PIN number you’ll need. In addition, keep the last four digits of your previously used credit card to hand. Other than that, you’ll simply have to supply us with the suitable delivery method of your choice.

Once your order has been placed using this service, you will be given an order number and a few last instructions to keep you up to speed.

A.

While we generally feature the same products again at a later date, there is no guarantee that you will see it again at the same price. We must also advise that the high volume of Internet and telephone bidders means our pieces often fly off the shelves, so if you see something that you think is a must-have, it’s best to place your bid before someone else does!

A.

This perk means we will take the lowest priced item in the promotion and cost it at zero on your invoice.



Payment (Answers)
A.

We allow payment using any of the major credit or debit cards (including American Express). The bid price on screen includes VAT at the UK rate.

When paying for goods with your card, we require your Credit/Debit Card Number, Expiry Date, Start Date, Card Type (MasterCard, Visa, etc.), Card Holders Name and Security Code.

A.
Rest assured that your credit card details will be fully encrypted to keep them completely secure. We further promise that we will not pass on your information to any third party.
A.
Your card will be charged within 24 hours of placing your order.
Delivery (Answers)
A.

Postage and Packaging fees for Standard Delivery will be clearly displayed against each item when presented on our TV channels or web site checkout section.

Delivery charges can vary depending on the product(s), but regardless of how many items you buy in any one day (defined as Midnight to Midnight), the maximum you will ever be charged for Standard Delivery is £4.95.

You also have the option of choosing our speedy Fast Track service, which costs £6.95.

A.

Your order will be delivered to the address provided by you, either via Royal Mail or courier (depending on the products you’ve bought).

The Jewellery Channel can only take orders for delivery to the UK mainland, Northern Ireland and the Republic of Ireland. We are happy to accept orders made by customers from other countries, provided you have a UK Credit/Debit card and we can post to a UK address.

If you order more than one product in a day, we will try to group them into one delivery but this also depends on the items you’ve chosen. If we do deliver your products separately, you will NOT be charged additional delivery fees, or for more than the maximum daily Standard Delivery charge of £4.95.

In some instances, you may be asked to sign for your delivery or provide ID and a signature. If you’re out, the courier may attempt to post the item through your letter box, depending on the package size and value. In other cases, the courier will leave a card with their contact details so you can arrange a more suitable delivery time.

We can also in most instances deliver your order to an alternative address to your registered membership address. This alternative address can only be provided to us when ordering by phone and speaking to a member of our Customer Service Team, or through our website checkout process.

Please be advised that it is not possible for us to deliver products within the same order to alternative delivery addresses, and first time orders can only be delivered to the billing address which is registered to your TJC account.

For full details on Delivery Terms & Conditions, please view our Deliveries & Returns page.

A.

Our Standard Delivery time to the UK Mainland is 3 to 5 working days (after authorisation of your Credit/Debit card).

Deliveries to non-UK Mainland, Northern Ireland, The Islands and the Republic of Ireland may take a further 2 to 3 working days.

We also offer a speedy Fast Track UK Mainland postage service, which will see your delivery winging its way to your doorstep within 2 working days of payment receipt.

Unless otherwise advised, items marked as 'Pre-order' will be delivered within 8 to 14 working days after we receive payment. You can also choose our Fast Track service for your pre-ordered items - they will be delivered within this time frame, but using an expedited service.

For full details on Delivery Terms & Conditions, please view our Deliveries & Returns page.

A.

We will deliver your items to the address you provided us when placing your order. Depending on the package size and value of the stock you’ve chosen, you might be asked to sign for the goods. If you happen to be out, the courier may attempt to deliver your package through your letter box, or alternatively they will leave a calling card with their contact details so you can arrange a more suitable delivery time.

What if the item I order is out of stock?
A.

All orders are subject to stock availability. Where you have ordered several products and not all are in stock, we may send you the products which are available, then send the remainder of your order as soon as the items are back in stock.

If certain goods happen to be out of stock, we will contact you within 30 days from the day after your order was placed. If the items are due to come back in stock, we will propose a new delivery date to suit you, or if you prefer we may be able to provide equally tantalising substitute goods.

If we’ve received payment from you for items that are out of stock and you do not want to wait for them to become available or are not interested in our offer of substitute goods, we will refund any monies you’re due within 7 days of receiving your go-ahead.

Returns (Answers)
A.

If you change your mind about a particular item you’ve bought for any reason, simply follow the easy return instructions that you’ll receive with your purchase, and post it back within 30 days of the invoice date to receive a full refund.

The only exception on refunding items are those that have been personalised to your specification, such as resized rings (done through us or another jeweller).

Please note that we cannot accept returns of goods that have been personalised to your specification such as resized rings, by us or another jeweller.

For full details on Returns Terms & Conditions, please view our Deliveries & Returns page.

A.
Please post your item to:

TJC LTD PO Box 443,
Feltham,
TW13 9DU
A.

1. Fill out our Returns Form (attached to your receipt) with your reason for return.

2. Post us your Returns Form along with the item in the condition it was shipped in (including all packaging materials), within 30 days of the invoice date.

3. If you return an item for refund that was part of a promotional offer, kindly return any free gift that was supplied as part of that promotion.

A.

Yes please. We recommend you return your item via Royal Mail Special Delivery (or other similar tracked and insured delivery service) to ensure you have proof of postage and that your item is covered during transit. This is important since we will not be able to issue a refund for any items returned that are damaged or lost in shipment.

A.
Provided that the item you returned is in original purchase condition and within its original packaging, the full price (including VAT) will be refunded to you within 30 days of the invoice date. Your money will be returned to the account that you made your purchase from.
Bits and Bobs (Answers)
A.

To make it easy for everyone, we have standardised all of our ring sizes. Unless other wised stated at the time of sale on our TV channels or website, all ladies’ rings are UK size O, while all men’s fits are the standard UK size U.

A.

Yes, that’s not a problem. We offer specialised ring resizing via our approved service provider Maker Mends Ltd – this will cost significantly less than typical High Street prices. For fees and instructions on going about this, please see our ring re-sizing leaflet which we send out with each ring, or you can download a copy Here (you will need AdobeReader).

When posting your ring for resizing, we recommend that you use Royal Mail or a similar insured service to ensure it is safely covered during transit .

A.

To obtain a true value of your item, you will need to contact an independent consultant who is trained in gemstone valuation. Be advised however that a fully comprehensive valuation would usually require a jeweller to dismantle the item in order to calculate the carat weight and cuts of the gems that are not visible to the naked eye. This would invalidate your eligibility to return the product.

A.

As a reputable supplier, certain pieces of jewellery we sell come with a ‘Certificate of Authenticity’. Depending on the product, this information can include details such as Shape, CTW, Cut, Colour, Dimensions, Count, Composition, Treatment, Gemstone Group, Setting, Product Type, Style, Length, Width, Weight, Closure Link, Material Type, Material Colour and Material Purity.

A.
Since the auctions we run have a falling price format, we initially kick off with a randomised price which drops from there. The start price does not infer any market value or worth.
A.

In 2003, leading organisations in the industry agreed on a program of self-regulation to complement the Kimberley Process, which was created by the Governments of countries involved in the diamond trade. The core of the program is a chain of warranties that follows rough diamonds, polished diamonds and jewellery containing diamonds through the supply chain to ensure they comes from legitimate sources.

We at TJC welcome and fully support this global system, as it’s designed to fight against the illegal traffic of ‘conflict diamonds’. Every product we sell containing diamonds is covered by the following guarantee:

“The Jewellery Channel only sells diamonds purchased from legitimate sources not involved in funding conflict and in compliance with United Nations resolutions. The Jewellery Channel hereby guarantees that the diamonds contained in all our products are certified to be from sources that are free from conflict, based on personal knowledge, and/or written guarantees provided by the supplier of these diamonds.”

As a Trade Member of the program, we also continue to encourage other vendors of diamonds and diamond products to adhere to this Code of Practice.

For more information about the program and the diamond trade, see www.diamondfacts.org.

Finally, rest assured that TJC internally grade diamonds for clarity and colour if they have not been independently certified.
A.

Unless specifically marked as 'Natural', our gemstones may be treated to enhance their beauty. Such treatments are usual practise and comply with CIBJO guidelines as well as industry standards. If you’d like any further information on possible treatments performed and any special care requirements for a particular jewellery item, simply send us an email at
Contactus@tjc.co.uk.   

Customers Who Live in the Republic Of Ireland (Answers)
A.

To bid by telephone, simply give us a call from a landline or registered mobile phone. For security reasons, we cannot accept bids from withheld numbers. If you would like to bid from a mobile, please call our Customer Services Team to register beforehand, on 1520 99 95 95.
When you see an item you fancy, call 1520 99 94 94, then press # on your telephone keypad to start bidding. Your call will be charged at €0.15 per minute, while calls from mobiles and other networks may cost more.

View our full Terms & Conditions, or alternatively you can request them from our dedicated Customer Service Centre.
A.

Your credit card company will use their current exchange rate at the time of the transaction to convert your Pound Sterling bid amount into Euros. When you view your Credit card bill, it will show the cost in pounds, the exchange rate and the charge to you in Euros.

A.

All deliveries should reach you within 5-7 working days.

 

· What is Shopper Discount & Rewards?


You will be offered the chance to join the Shopper Discount & Rewards programme when you complete an online purchase on TheJewelleryChannel.tv.

Shopper Discount & Rewards is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.

Members can claim a monthly £10 bonus, as well as up to 10% cashback at over 650 online stores, and 20% off giftcards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.

You can enjoy the programme for free for the first 30 days, after which you will be charged a membership fee of £10 per month. You can cancel your membership at any time.

Please note, only residents of the UK can join Shopper Discount & Rewards.

Contact details for Shopper Discount & Rewards:

Visit www.shopperdiscountsandrewards.co.uk


Call 0800 731 9935 (Free from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm


Email customerservice@shopperdiscountsandrewards.co.uk


· What is shopperdisc.co.uk?


As a billing descriptor, shopperdisc.co.uk will appear on your statement instead of www.shopperdiscountsandrewards.co.uk

Shopperdisc.co.uk references your membership fee with Shopper Discount & Rewards. As a member, you have access to hundreds of top discounts at an extensive portfolio of online retailers. On top of this, you get 20% off giftcards and you can apply for an additional £10 monthly member bonus.

Visit their website at www.shopperdiscountsandrewards.co.uk

Call them on 0800 731 9935 (Free from UK landlines), open Mon-Fri 8am - 8pm and Saturday 9am - 4pm.

Email them at customerservice@shopperdiscountsandrewards.co.uk


· How do I contact Shopper Discount & Rewards or get more information about my membership?


You can visit www.shopperdiscountsandrewards.co.uk

Call Shopper Discount & Rewards on 0800 731 9935 (Free from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm.

Email the Customer Service team on customerservice@shopperdiscountsandrewards.co.uk