FREE UK SHIPPING | Orders Over £70
Frequently Asked Questions (FAQs)
How Can We Help You
We understand that shopping online can sometimes raise questions. Our Frequently Asked Questions (FAQ) page is designed to provide quick answers to common enquiries about ordering, delivery, payments, returns, personalised products and customer support.
If you can’t find the information you’re looking for, please contact our Customer Support team at contact@janeritz.com. We aim to respond to most enquiries within 1–2 business days.
Orders
How do I place an order?
Simply browse our collections, add your chosen items to your basket and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.
Can I change or cancel my order?
If your order has not yet been processed or dispatched, we may be able to amend or cancel it. Please contact us as soon as possible at contact@janeritz.com, and we’ll do our best to assist you.
Will I receive an order confirmation?
Once your purchase has been completed successfully, you will receive an order confirmation email containing your order details.
Do I need to create an account to place an order?
No. You may place an order as a guest where this option is available. Creating a JaneRitz account allows you to save your details, view your order history and enjoy a faster checkout experience for future purchases.
Delivery
How long does delivery take?
Most JaneRitz orders are processed within 1–3 business days. Delivery times vary depending on your location and the shipping option selected during checkout. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.
Do you ship internationally?
JaneRitz ships throughout the United Kingdom and to selected international destinations. Shipping costs and estimated delivery times are calculated during checkout based on your delivery address. For full details, please refer to our Shipping Policy.
Can I track my order?
Where tracking is available, you will receive a tracking number by email once your order has been dispatched. You can use this information to monitor the progress of your delivery.
Payments
Which payment methods do you accept?
We accept secure online payments using major debit and credit cards. Depending on your location, additional payment methods and digital wallets may also be available during checkout.
As JaneRitz continues to grow, we may introduce additional payment options to make shopping even more convenient.
Is my payment secure?
Yes. All payments are processed through secure, encrypted payment gateways to help protect your personal and financial information.
Returns & Refunds
Can I return an item?
Eligible items may be returned in accordance with our Returns & Refund Policy. Please review the policy for full details regarding return eligibility, refund processing and applicable timeframes.
How long do I have to return an item?
If your purchase qualifies for a change-of-mind return, you should notify us within 14 days of receiving your order and return the item within the required return period, as outlined in our Returns & Refund Policy.
Are personalised products refundable?
Because personalised and made-to-order products are created specifically for each customer, they are generally non-returnable unless they arrive faulty, damaged or have been supplied incorrectly.
What should I do if my order arrives damaged?
If your order arrives damaged or you receive an incorrect item, please contact contact@janeritz.com as soon as possible. Include your order number, a description of the issue and, where possible, photographs of the item so that we can investigate and resolve the matter promptly.
Products
Are your products genuine?
JaneRitz carefully curates high-quality products from trusted suppliers to ensure they meet our standards for quality, craftsmanship and value.
Are your jewellery items hypoallergenic?
Many JaneRitz jewellery pieces are made using materials that are suitable for sensitive skin. However, material composition varies by product. Please refer to the individual product description for detailed material information before purchasing.
Do product colours always match the photographs?
We make every effort to display our products as accurately as possible. However, colours may vary slightly depending on your device, screen settings and lighting conditions.
Will products be restocked?
Some products may be restocked, while others are available for a limited time only. Product availability is subject to change without notice.
Personalised Gifts
Do you offer personalised products?
Selected JaneRitz products can be personalised. Where personalisation is available, this option will be clearly shown on the product page before purchase.
Can I personalise every product?
Only products specifically identified as personalised can be customised. Please check the individual product description for personalisation options.
Do you offer gift wrapping?
Selected JaneRitz products may be available with gift packaging or gift presentation options. Where offered, these options will be displayed on the relevant product page before checkout.
Customer Support
How do I contact JaneRitz Customer Support?
You can contact our Customer Support team by emailing contact@janeritz.com. We aim to respond to most enquiries within 1–2 business days.
What information should I include when contacting Customer Support?
To help us assist you as quickly as possible, please include:
- Your full name
- Your order number (if applicable)
- A clear description of your enquiry
- Photographs (if reporting a damaged, faulty or incorrect item)
Providing this information helps us resolve your enquiry more efficiently.
Promotions & Gift Cards
Can I use more than one discount code?
Unless otherwise stated, only one promotional or discount code may be used per order.
Do gift cards expire?
If JaneRitz introduces gift cards in the future, any expiry dates, terms and conditions will be clearly displayed at the time of purchase.
Still Need Help?
If your question has not been answered above, our Customer Support team will be happy to assist you.
Email: contact@janeritz.com
We aim to respond to most enquiries within 1–2 business days.
Thank you for choosing JaneRitz. We appreciate your trust and look forward to helping you discover thoughtfully curated products while providing an exceptional shopping experience every time you visit us.