We aim to process and despatch all orders within 3 working days of the order being received, subject to the item(s) being in stock.
In the event that an item is out of stock you will be notified as soon as we process the order, and will be offered a full refund, or the opportunity to wait until the item can be re-stocked.
Please note that that every gem is individual, and we cannot always guarantee that any colours and markings will be completely identical to those shown, but any differences are usually minor. In the rare event that there is a significant difference in the available item to that pictured, we will contact you first to describe the difference and confirm your order.
Each item is packaged in its own branded presentation box. All items are carefully wrapped and packaged to avoid damage in transit. A £6 postage and packing charge will be added per UK order; £11-13 for Europe / other locations depending on destination. We aim to package & despatch all items within 3 working days (stock permitting).
All UK orders over £50 will be shipped by Royal Mail "Next Day Special Delivery" and will require a signature. Orders under £50 will be shipped Royal Mail "Recorded Signed For" - please allow 1-3 working days for delivery.
We also ship to the following destinations using Royal Mail International Tracked & Signed. The destinations currently covered are most of Europe, Turkey, USA, Canada, and New Zealand. Other worldwide destinations will use the best Tracked / Signed service available accordingly. Target delivery time to Europe is 3-5 days, wordwide 5-7 days.
If you have any sales or delivery related questions, need further assistance, or for other international enquiries please click here to contact us.
If you change your mind
If you are not entirely happy with your order for any reason, all products except earrings can be returned as long as you let us know within 10 days of receipt.The item(s) must not be used and must be 'as new' when returned to us, and in all the original packaging as shipped. We will issue a full refund to you via your original payment method.
For hygiene reasons, we cannot accept returned earrings except if they were faulty or damaged in transit.
Items faulty on arrival
We check all items prior to despatch, but in the unlikely event of any defects or damage in transit, items should be returned in their original packaging complete with all accessories and documentation. We will issue a replacement or full refund to you via your original payment method and, if the goods were damaged or faulty, we will also reimburse your reasonable return carriage costs. If a returned item is found not to be faulty, you will be liable for your return carriage.
How to return items
In order to report faulty or damaged goods, or return goods, please contact us first with full details of any fault and item you wish to return, including your order number, stating whether you require a refund or exchange.
Once you have received a return authorisation email from us, we will provide full instructions by email on how to return the goods. Items over £50 in value must be sent back using Royal Mail Special Delivery (or an equivalent courier / international service) so that they are insured while in transit. Where you have requested a refund, we will refund the full original order value to the account / credit card from which payment was made.
Please note that we do not cover your return postage / carriage costs for any returned or exchanged items unless faulty or damaged in transit. An RMA (Returned Merchandise Authorisation) number is required before we accept any goods. The RMA should be clearly marked and visible on the outside packaging. Please do not attempt to return any items until you have received an RMA from us.
Your rights to return goods are protected under the EU Distance Selling Directive.
For returns and related enquiries, please click here to send an email.
Many thanks and we hope you enjoy your joolpool.com shopping experience. Please do let us know via the contact us page if there is any way in which you feel we could improve our customer service.