Frequently Asked Questions

Do you have a showroom in London?

No, we do not have a showroom or a retail shop in London. We operate online only, which is why we can offer you the finest pearl jewellery at much better prices than you'll find at a high street jeweller who has to cover the cost of renting and staffing a retail store. We are happy to answer any questions you may have about specific pieces of our jewellery by phone or email.

Can I see items before I buy them?

We are proud of provide multiple views of each piece of jewellery we sell in high quality images on our website along with a detailed description, however as we do not have a retail premises, it is not possible to see the jewellery in person before purchasing it. We do, however, have a 14-day, no-questions-asked returns policy, and exchanges can be made up to six months after purchase. We have less than one per cent of items sold returned, which we feel speaks to the exceptional quality we offer.

What are your returns and exchange policies?

Our 14-day, no-questions-asked returns policy and six-month exchange policy cover every item we sell, including any special offers. Should you decide you wish to return or exchange a purchase, please email our customer care staff at (EMAIL ADDRESS HERE) noting your order number and item ordered, and we will be in touch within two hours during business hours to explain the procedure. You will need to post the item back to us, and we will issue a refund within 24 hours of receiving it. Refunds can only be made to your original method of payment.

What if I am not home when item is delivered?

We recommend having your order delivered to an address where someone will be available to sign for it, however if no one is available when it arrives, the postal carrier will leave a delivery card with either instructions for collecting the item at the local post office or arranging to have it redelivered at no additional charge. (The post office will, however, charge a small fee if the item is redirected to a new address.)

All orders are dispatched either recorded deliver or special delivery due to the value of the contents. For your convenience, you may arrange to have your order delivered to an address other than your billing address.

Our staff is happy to assist you with any concerns you may have about delivery of your order, and can even help you locate it en route with the parcel tracking code.

Can you send a gift directly to recipient?

Yes we can - simply enter your gift recipient's name and address as the dispatch address when you place your order. When we see that the recipient is not the same person as the paying customer, we will automatically issue a receipt without the price tag with the item. A copy of the receipt with the price will be sent to the purchaser's email address as a PDF. We are delighted to help you with the purchase of a gift of pearls in any way we can, so please let us know if you have any special requirements by emailing us at (INSERT ADDRESS) after you have placed your order.

Do all items include free delivery automatically?

Free recorded delivery is automatically included for all orders dispatched within the UK. Alternatively, you can choose the 'Express & Insured' delivery option, and your pearls will be insured to their full value and delivered in two working days. We charge £5 for the 'Express & Insured' option, which is less than the full price Royal Mail Special Delivery (which is what we use), would charge you for the same service.

We offer free deliver for all orders dispatched outside the UK over £80. A minimal delivery charge will apply to order of less than £80, and again, it is less than the full cost of delivery.

What are the benefits of the 'Express & Insured' delivery option (UK only)?

With theExpress and Insured option, we will send your item with Royal Mail Special Delivery service with the item insured to its full value for a fee of £5. We are sharing the delivery cost with you when you choose this option; Royal Mail special delivery costs more than £5. Choosing the 'Express & Insured' option also means your item arrives in two working days instead of three or four.
Another benefit of the 'Express & Insured' option is that if no one is available to sign for the parcel when it is delivered, you have two weeks to collect your item from the Post Office, whereas you have one week with the standard option.

Who runs Jacqueline Shaw?

Jacqueline Shaw is an online specialty pearl jewellery retailer based in London and owned by Carla Jewellery UK Ltd., registered in England, United Kingdom. We are dedicated to bringing our customers only the finest freshwater pearl jewellery with exquisite designs. We take pride in offering elegant jewellery for special moments such as weddings, anniversaries and other occasions at competitive prices while providing the absolute best customer service.

Please tell me how to order on your website?

Our website is easy to navigate, and you can select items simply by adding them to the shopping basket. When you are finished shopping and ready to make your purchase, just click the 'check out' button and follow the instructions provided.

All card transactions are processed by PayPoint, a well-established and reliable payment processing institution that provides services for thousands of online shops as well as high street stores throughout the United Kingdom and Ireland. You can also pay for your purchase with PayPal.

We take the privacy and security of our customers very seriously, and we do not store any payment details, even for registered customers. All orders are handled in a secure, encrypted environment, and all transactions are confirmed by e-mail so that you know that we have received your order.

All orders are dispatched on the same or next working day. In the event that an item is temporarily out of stock, it may 10 - 15 working days to restock the item and send it to you. We will contact you by email or phone within 24 hours with an approximate delivery date, and an email notification will be sent to you when the item has been dispatched to you.

Can I order from abroad?

Yes, we welcome orders from abroad. Currently, we charge a fixed overseas delivery fee of £10 to any countries outside the UK for orders below £80. For orders over £80, the international delivery is free of charge unless you specify express delivery, which will cost an extra £20.

Can I place an order on an item that says 'Out of Stock'?

You can chose the option to be notified by email when the product is back in stock, and then order it when we advise you it is available.

How will my Jacqueline Shaw item arrive?

All purchases will arrive in a high quality black velvet gift box. If you purchase an item as a gift, you can order the item to be dispatched directly to the recipient's address simply by choosing the 'I want my order to be delivered to a different address' option as you check out. We will automatically issue a receipt without the price tag with the item. A copy of the receipt with the price will be sent to the purchaser's email address as a PDF.

Which payment methods do you accept?

We accept all major credit cards as well as Electron, Solo, Switch and Visa Delta debit cards. We work with PayPoint, one of UK's leading payment card processing companies. PayPoint provides services to thousands of high street shops and online stores. The whole payment process is safe and secure.

If you prefer to pay through PayPal, you are also welcome. We have the PayPal enterprise solution fully integrated with our online store and a formal receipt will be issued to you through PayPal.

Is my credit card information safe with you?

We do everything necessary to ensure the absolute safety of credit/debit card information provided by our customers. We do not store any of your credit or debit card details. Our website is programmed by an excellent professional web development company with extensive experience and proven expertise in website security and online fraud prevention. We also work with one of the UK's most trusted online payment card processing companies, PayPoint, who offers payment solutions to thousands of high street shops and online stores. So please rest assured when you shop with Jacqueline Shaw - your safety is our own safety!