FREQUENTLY ASKED QUESTIONS

We don't accept cash/cheque or postal orders as a method of payment, however please rest assured that your credit/debit 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.

Yes, that’s not a problem. We offer specialised ring resizing. It is free of charge. Please contact our Customer Care team by simply sending them an email at contactus@tjc.co.uk or call freephone on 0800 260 6666 Option 3. 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..

Yes, that’s not a problem. We offer specialised ring resizing. It is free of charge. Please contact our Customer Care team by simply sending them an email at contactus@tjc.co.uk or call freephone on 0800 260 6666 Option 3. 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..

Yes. If your credit card is lost or stolen or you simply wish to change your details, you can call our Customer Services department, so that we can update your BudgetPay account with your new card details.

Yes. If your credit card is lost or stolen or you simply wish to change your details, you can call our Customer Services department, so that we can update your account with your new card details.

Yes. If your credit card is lost or stolen or you simply wish to change your details, you can call our Customer Services department, so that we can update your BudgetPay account with your new card details.

Once you’ve finished shopping, continue to the Payment Details page of the checkout process. You will be redirected to the Secure Checkout Page, here you can choose to add a new card or simply pay with your already registered card.

Once you’ve finished shopping, continue to the Payment Details page of the checkout process. You will be redirected to the Secure Checkout Page, here you can choose to add a new card or simply pay with your already registered card.

Once you’ve finished shopping, continue to the Payment Details page of the checkout process. You will be redirected to the Secure Checkout Page, here you can choose to add a new card or simply pay with your already registered card.

We may provide an instalment amount that differs from the amount you were expecting. If you have purchased more than one item and applied a discount code, the discount will be applied and divided between all of the items on your order. Instalments will be calculated on the final basket price.

Yes, you will automatically receive an email confirmation from us after you’ve placed an order. It will list your order number and confirm the item(s) that you’ve successfully purchased. Each individual order will have a separate order number which will also allow you to track your order.

We may provide an instalment amount that differs from the amount you were expecting. If you have purchased more than one item and applied a discount code, the discount will be applied and divided between all of the items on your order. Instalments will be calculated on the final basket price.

If you need to return an item, we will refund your card for the exact amount that you have paid so far for that item excluding Postage & Packaging. If your order included more than one item and you still have further installments remaining to pay, then we will adjust your payments by removing the amount of the returned item off your outstanding payments on that order.

We don't accept cash/cheque or postal orders as a method of payment, however please rest assured that your credit/debit 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.

We don't accept cash/cheque or postal orders as a method of payment, however rest assured that your credit/debit 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.

Please ensure the security tag has not been removed if the item is being return for a refund. Key things to remember to guarantee your refund: The identification tag must not have been removed from the item. The item must be returned in a clean, unused and unaltered condition and in its original packaging and with the authenticity card if supplied. The only exceptions on refunding items are those that have been personalised to your specification, such as resized rings (done through us or another jeweller. Earrings/under garments cannot be refunded for hygiene reasons. Items returned without the hygiene strip in place will also not be refunded. Refunds made under this returns policy will not include either the original postage and packing charge or any return costs. Refunds will be made within 30 days from receipt at our return address. Refunds will be made to the original means of payment. This policy does not affect your statutory rights. Ensure that the outer packaging for your return item is suitable to protect it while in transit to our return address. 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

Let us know by emailing us at team@velvetbox.com. We aim to respond to all emails within 24hrs.

Send a present directly to someone special! The Velvet Box will wrap your order in a pretty gift bag with a ribbon. You can also add one greeting card with your personal message. If you have the items sent to your address, you will receive one gift bag for each item ordered enclosed in your parcel. This allows you to wrap the gift yourself. If you choose delivery to another address, the items will be delivered in a single gift bag. The parcel will contain a delivery note which also serves as a warranty but no invoice. Please note that, in any case, only one greeting card can be added per order. After making an order, it is no longer possible to add a gift bag or greeting card. These options must be selected during the checkout process.

We accept all major payment methods including Visa, Visa Debit, Mastercard, Maestro, Electron or Solo, and Paypal.

We produce our gems to a consistently high standard, however we do provide a GIA certification with all the product. Furthermore, each diamond larger than 0.2 carats will be laser inscribed with The Velvet Box logo (but invisible to the naked eye), as a promise of quality.