FAQ

We accept all major credit and debit cards, including Visa, MasterCard and American Express. We also accept payment via PayPal and Apple Pay. All prices on our website include VAT where applicable. Your payment is processed securely, and we only charge your card once your order is confirmed. All transactions are in British Pounds (GBP).

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Yes, you can return your item to us within 30 days of receiving it, as long as it is unworn, undamaged and in its original packaging. Under the Consumer Contracts Regulations 2013, you also have a statutory right to cancel your order within 14 days of delivery. If you're unsure about ring sizing, we offer a free resizing service within 60 days of purchase. Unfortunately, we don't offer direct exchanges, but you're welcome to return an item and place a new order.

Please contact our customer service team at info@joolme.co.uk. Provided the return is within our 30-day return period and meets our return criteria, we will arrange a free pre-paid, fully insured return label for you. Simply package your item securely and drop it off at the designated collection point. All UK returns are free of charge.

In the rare event that your order arrives damaged or faulty, please take photos of the product and email our customer service team at info@joolme.co.uk with the details. We'll respond within 48 hours. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or refund for faulty goods. If you simply don't like the product for any reason, we'll gladly accept it back as a return within 30 days, provided it's in unworn condition and in its original packaging.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Yes. Every diamond we sell is accompanied by an internationally recognised gemological certificate from a leading independent laboratory such as the GIA (Gemological Institute of America) or IGI (International Gemological Institute). This certificate confirms the diamond's carat weight, colour, clarity and cut grade, giving you full confidence in your purchase. JOOLME is a second-generation family in the diamond industry with over 35 years of membership at the Israel Diamond Exchange, ensuring you receive genuine, high-quality diamonds sourced directly.

Yes, all JOOLME rings sold in the UK are hallmarked in accordance with the Hallmarking Act 1973. Every gold and platinum piece is submitted to a UK Assay Office, where it receives an official hallmark confirming the purity of the metal. This is your guarantee that the precious metal content is exactly as described. You will find hallmarks on the inside of the band, indicating the metal type (e.g. 585 for 14ct gold, 750 for 18ct gold, or 950 for platinum). If you have any questions about hallmarking, please contact us at info@joolme.co.uk.

Yes, JOOLME offers both natural and lab-grown diamonds. Lab-grown diamonds are chemically, physically, and optically identical to natural diamonds — the only difference is their origin. They are created in controlled laboratory conditions rather than formed underground over millions of years, making them a more affordable and environmentally conscious choice. Whether you choose a natural or lab-grown diamond, every stone in our collection is carefully selected by our expert gemologists, drawing on over 35 years of experience in the Israel Diamond Exchange. All our diamonds, natural and lab-grown, come with independent certification from leading laboratories such as GIA or IGI. If you would like guidance on which option is right for you, please get in touch at info@joolme.co.uk or book a free virtual consultation.

Yes, all prices displayed on joolme.co.uk are inclusive of VAT at the current UK rate of 20%. The price you see is the price you pay — there are no hidden charges or surprise fees at checkout. Your order confirmation and invoice will show a full VAT breakdown for your records. If you are purchasing for a VAT-registered business and require a VAT invoice, please contact us at info@joolme.co.uk and we will be happy to assist.

We use the standard UK letter sizing system (also used in Australia) for all our rings. Our collection is available in sizes H through Z, which covers the vast majority of finger sizes. If you are unsure of your ring size, we recommend visiting a local jeweller to be professionally measured, or you can use our online size guide at joolme.co.uk/pages/size-chart for helpful tips. If you need a size outside our standard range, please contact us at info@joolme.co.uk — as each ring is made to order, we can often accommodate special requests. We also offer one free resize within 30 days of purchase, so if the fit is not quite right, we will adjust it for you at no extra cost.