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Customer Service

  • Delivery Information

    Helpful delivery information

    • 1. What is your UK delivery charge?
    • 2. When and how will my order be delivered?
    • 3. Can I send my order to a different delivery address?
    • 4. Can I send orders to more than one delivery address?

    What is your UK delivery charge?

    Our basic delivery charge is £3.99 to the UK mainland. This amount is only charged once per order, regardless of how many items you order or how many parcels we deliver.

    When and how will my order be delivered?

    Delivery within the UK is 14 working days from receipt of order and will be delivered by Royal Mail. Our packaging is designed to fit through most letter boxes but if this is not the case and you are not at home, the driver will leave a card asking you to visit your nearest Royal Mail Delivery Office to pick up your product. If you prefer, we can deliver to your work address or a neighbour.

    PLEASE NOTE:
    Non-UK Mainland Addresses: Please contact one of our Personal Shoppers on customercare@justbetweenus.co.uk to discuss your delivery requirements.
    If you need any of our gifts for an urgent occasion, please don't hesitate to contact one of our Personal Shoppers on customercare@justbetweenus.co.uk to discuss your delivery requirements.

Can I send my order to a different delivery address other than my Billing Address?

Yes, if it is more convenient we can deliver to a different address e.g. your work. If your order is a gift that you wish to send direct to the gift recipient just follow the instructions on our simple checkout

Can I send orders to more than one delivery address?

Yes, but you must place each order separately.

  • Privacy & Security

    As with all shopping websites we collect personal information from you when you shop online at Just Between Us

    We use this information to make your shopping experience with us as easy and enjoyable as possible. At Just Between Us we really do value your privacy and use the latest secure server technology to ensure this information is protected to the highest standard.

    We’re sorry if the information below sounds formal but it is quite standard and aims to make your shopping experience with us hassle-free and secure as possible. If you have any questions about the below information please contact us by email at customercare@justbetweenus.co.uk

  • Returns

    Helpful returns information

    • 1. What is your returns policy and guarantee?
    • 2. How can I return an item?
    • 3. How long will it take to receive a refund?
    • 4. How long will it take to deliver a replacement item?

    What is your returns policy and guarantee?

    Products may be returned within 30 days however engraved items that have been personalised with a special message are non-returnable/non-refundable. Our guarantee is in addition to your statutory rights.



    How can I return an item?

    If your jewellery piece is faulty then please send it back to us together with the Sales Receipt to:-Just Between Us, Glentworth House, Molly Millars Bridge, Wokingham, RG41 2WY or alternatively contact our Customer Service Team on customercare@justbetweenus.co.uk to arrange your return. If you would like a replacement please write this on the Sales Receipt and if it is a gift let us know the date when the replacement is needed for.

    If you are returning an item because it is damaged or faulty, Just Between Us will refund your return postage costs.

    How long will it take to receive a refund?

    Returns are processed within 48 hours of receipt at our warehouse but please allow 14 days for clearance to your card account.

    How long will it take to deliver a replacement item?

    Returns are processed within 48 hours of receipt at our warehouse. A replacement order will take approximately 10 days for delivery but please let us know if the replacement is needed earlier. If the item is no longer available, you will receive notification and a refund.

  • Payment, Invoicing, Pricing & Promotions

    Payment can be made by most major credit or debit cards or Paypal. We do not accept cash.

    Your order will be despatched once you have either paid in full or paid the first instalment

    Credit card transactions are subject to routine searches from time to time. Just Between Us undertakes these searches in association with licensed credit agencies to detect and prevent fraud.

    You agree to allow Just Between Us to retain and use your credit or debit card details for any subsequent purchases made by you when using our services

    Just Between Us offers you the chance to spread payments of a product over a variety of equal monthly interest-free payments for any order over the value of £29.99. Each instalment offer is alongside the price information on the relevant web pages. When paying by instalments you must pay with your debit/credit card and the first instalment will include any delivery charges. You are responsible for paying all instalments and you must inform us if you change your debit/credit card or if your debit/credit card expires or is no longer valid.

    We also offer credit facilities for our customers and we ask for prompt payment when invoices become due. If you are having difficulty making payment, please contact us and we will try and help you. If we do not hear from you we will send you reminder letters asking that you pay any overdue amounts.

    Payment for jewellery included in the"up to £29.99" offer must be paid in full at time of purchase. Only jewellery pieces advertised on page https://www.justbetweenus.co.uk/only-29-99.html are included in this offer. The gift box you receive may not be the same as shown on the website. Free engraving is included in the price for those products that can be engraved on. We reserve the right to cancel or change this offer at any time. Postage and packaging is £3.99

  • Price Match Guarantee

    Not only do we offer exciting, innovative products and expert advice, but we are eager to ensure that you receive the very best value on every product we offer. That’s why we have a price match guarantee
    If you find the same product at a lower price in a high-street store or on their website, we will happily match it or refund the difference.
    Our guarantee applies up to 30 days after purchase.

    How to claim your price match

    If you find one of our products at a lower price and prove that it meets the criteria shown below:

    Email us: customercare@justbetweenus.co.uk

    Please have the following information to hand as you will be asked a few questions to verify your claim:

    1. The product name or code
    2. The competitor's name and price

    If we confirm that the product is being offered at a lower retail price, and that it meets the price match criteria, we will match that price.

    Where we honour the price, the difference will be returned to the original method of payment and is non-transferable.

    Price Match Terms and Conditions
    ===========================

    For us to match a lower price, it needs to meet the following criteria:

    Price match will only apply against a single purchase, not bulk discount prices.
    The price of the comparison product must be valid on day of purchase from Just Between Us.
    The product is identical to the one we sell (brand, model number, colour, size, etc)
    The competitor must be based in the UK and sell direct to customers.
    The item matched must be available and in stock, either for immediate collection if in store, or within the same delivery timescales for a home delivery order.
    We do not price match online-only businesses such as Amazon or eBay.
    Resellers, auction sites, factory outlets, home shopping channels, market stalls and liquidation sales are excluded from the guarantee.
    Used / reconditioned products are excluded from the guarantee.
    Typographical errors, affiliate, voucher code, gift cards or media discount is excluded from the guarantee.
    Any other retailer's price match promotion which offers an additional rebate or other benefit for any price matched product is excluded.
    Competitions, free gifts and giveaways are excluded from the guarantee.
    Just Between Us's decision will be final on the price match guarantee.
    Gift / Discount vouchers are exempt.

    We reserve the right to withdraw our price match guarantee at any time.

    These terms and conditions do not affect your statutory rights.