Customer Help
Find answers to common questions
Questions about placing and managing an order
Orders and Payment
Once your order is placed, you will receive an order confirmation by email.
Your order then enters processing, where stock availability and any made-to-order work such as engraving or setting are checked.
When your order is dispatched, you will receive a separate email with delivery and tracking information where applicable.
What payment methods do you accept?
We accept all major debit and credit cards. Bank transfer is also available at checkout.
Payments are processed securely by our payment partners. Card details are not stored by us and we do not have access to your card information.
Payment is taken at the point you place your order.
Yes. An order confirmation email is sent shortly after your order is placed.
If you do not receive it, please check your spam or junk folder, or contact us and we can resend it.
If you need to change or cancel your order, please contact us as soon as possible. Once an order has entered production, been engraved, or dispatched, changes or cancellations may not be possible.
Yes. You can place an order as a guest without creating an account.
Creating an account allows you to view past orders, track current orders, and save items to your wishlist.
If you choose to pay by bank transfer, payment details will be provided at checkout.
Orders paid by bank transfer are confirmed once payment has been received and manually reconciled. The order confirmation email is sent during office hours. This does not affect processing times.
Yes. Payments are processed securely by our payment partners. Your card details are not stored by us and we do not have access to your payment information.
Information about delivery times and tracking
Delivery and Shipping
Delivery times depend on the service selected and are calculated from the point of dispatch, not from the order date.
Free UK delivery usually takes 5 to 7 working days after dispatch. Royal Mail Tracked 48 typically takes 3 to 5 working days, Tracked 24 usually takes 1 to 3 working days, and Special Delivery arrives the next working day after dispatch.
Made-to-order items, engraving, and setting work require additional processing time before dispatch. Faster delivery options do not reduce production time.
We offer UK and international shipping to most destinations.
We currently do not ship to the European Union or the United States, and some restrictions apply to Northern Ireland orders.
Full details of where we can and cannot ship, and the reasons for these restrictions, are explained on our
Shipping Restrictions and GPSR Statement page.
Delivery costs depend on the service selected and your delivery location.
A full breakdown of UK and international delivery options, prices, and services is available on our
Delivery Overview page.
Yes. Once your order is dispatched, tracking information will be provided.
For UK deliveries, Royal Mail tracking includes a delivery photo and GPS location showing where the parcel was delivered. This helps protect both you and us in the event of a reported non-delivery or misdelivery, which is rare but can occasionally occur.
If you need to change your delivery address, please contact us as soon as possible.
Address changes can only be made before an order is dispatched. Once an order has been shipped, the delivery address cannot be changed.
Delivery times are estimates based on the service selected and begin from the point of dispatch.
Royal Mail Special Delivery is a guaranteed next working day service after dispatch. All other delivery services are estimated and not guaranteed.
If your delivery is delayed, tracking information will show the latest status. Most delays resolve without further action. If your order appears to be significantly delayed, please contact us and we can assist with a delivery enquiry where appropriate.
In the majority of cases, orders are dispatched in a single package.
In some circumstances, such as stock being held at different locations or logistical requirements, items may be dispatched in more than one parcel. If this applies to your order, you will be informed once dispatch has taken place.
In the majority of cases, orders are dispatched in a single package.
In some circumstances, such as stock being held at different locations or logistical requirements, items may be dispatched in more than one parcel. If this applies to your order, you will be informed once dispatch has taken place.
What to do if you need to return or exchange an item
Returns, Exchanges, and Refunds
We offer a 30-day returns policy on most items, starting from the date of delivery.
Items must be returned in a saleable condition and include all original packaging. Engraved, personalised, and bespoke items are non-returnable.
For Christmas orders, items received from 1st November may be returned up to 20th January.
No. Engraved and personalised items are non-returnable once engraving has taken place.
If you are unsure about any aspect of your order, we recommend ordering without engraving first. Once you are happy with the design and size, the item can be returned to us for engraving.
This helps avoid disappointment where engraved items cannot be refunded or exchanged.
Further details are available in our
Engraving Policy
and
Engraving FAQ.
Yes. Items can be exchanged within 30 days of delivery, provided they are returned in a saleable condition and include all original packaging.
Engraved, personalised, and bespoke items are not eligible for exchange once engraving has taken place.
Items can be returned for a refund or exchange within 30 days of delivery.
For Christmas orders received from 1st November, returns are accepted up to 20th January.
The first exchange is dispatched free of charge. Any further exchanges are charged at our current Royal Mail Tracked 24 rate.
To start a return or exchange, please contact us or complete the returns form included with your order.
Returned items are sent at your own cost and risk. We strongly recommend using a fully insured, tracked service, as we cannot accept responsibility for items lost or damaged in transit.
Please ensure your return includes your order number, contact details, and clear instructions on whether you are requesting a refund or an exchange. Returns received without this information cannot be processed.
Items must be returned in as-new condition, with all original packaging, and securely packaged to protect the contents. Please ensure the parcel is correctly addressed and includes your return address on the outside.
Returns sent with insufficient postage may be delayed or returned to you by Royal Mail, which can take several weeks. We recommend checking that the correct postage has been applied before sending.
If your item arrives damaged, please contact us as soon as possible.
In the first instance, we ask that you email clear photos showing the item and any damage. This allows us to assess the issue and advise on the next steps.
Please do not use or return the item until we have reviewed the information and confirmed how the matter should be handled.
Refunds are processed once returned items have been received and inspected.
Refunds are issued to the original payment method and are typically completed within a few working days. Please note that it may take additional time for your bank or payment provider to show the funds in your account.
If we are closed for a scheduled holiday, returns can still be sent to us during this period. Refunds will be processed once we reopen. Any planned closure dates are communicated in advance.
Return postage costs are the responsibility of the customer. Postage costs are only refunded where an item is confirmed to have a manufacturing fault or has been supplied incorrectly.
Support, guarantees, and fault resolution
Guarantees, Support, and Aftercare
Yes. All products come with a guarantee against manufacturing faults.
Every product is covered for a minimum of 1 year. Some products carry a 2-year guarantee. The applicable guarantee period is stated on the individual product page.
The guarantee covers manufacturing faults that arise during normal use within the stated guarantee period.
If a manufacturing fault is confirmed, the item will be repaired or replaced on a like-for-like basis, as appropriate.
The guarantee does not cover normal wear and tear, accidental damage, misuse, loss, or damage caused by third-party work or repairs.
Normal wear items such as scratches, dents, surface wear, and tarnishing are excluded, as these occur naturally with jewellery over time. Damage caused by chemicals, including exposure to bleach or chlorine, is classed as accidental damage and is not covered.
If your item develops a fault, please contact us as soon as possible.
In the first instance, we may request photos or further information to help assess the issue.
If a fault is suspected, the item will need to be returned to us for inspection. If a replacement is issued, the original item will be retained by us.
You can contact customer support by email or telephone.
Email is the best way to contact us, as it allows you to include photos and makes it easier for us to pass queries to the workshop where needed.
General enquiries:
sales@titanjewellery.co.uk
Engraving enquiries only:
engraving@titanjewellery.co.uk
Phone: 01622Â 222405
We respond to enquiries during normal working hours.
Most enquiries are answered the same working day or the next working day.
If a fault is confirmed, we will arrange a repair or a like-for-like replacement, as appropriate.
Replacements are provided on a like-for-like basis and must match the original product specification. We are unable to deviate from the original design or size. Where engraving was originally applied, the same engraving will be reproduced.
Yes. Where appropriate, we offer repairs or replacements for items that are confirmed to have a manufacturing fault within the guarantee period.
If an item is repaired, you will receive the same item back and the repair will be covered by a guarantee. If a replacement is provided, it will be a new product and the original item will be retained by us.
The decision to repair or replace is made on a product-by-product basis. Due to the nature of many alternative metals, most faults are resolved by replacement rather than repair.
Further help
Many of our help pages and policy information can be found in the footer of the website.
If you are unable to find the information you need, please contact us and we will be happy to help.
