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Dispatch & Delivery

When will I receive my order?

Your order will be dispatched 2-4 working days after it is placed. All orders are sent tracked via Royal Mail. You will receive your tracking number in your dispatch email - please allow up to 24 hours for the tracking to update from dispatch.

Why haven't I received my order within 48 hours?

Royal Mail Tracked 48 means you are more than likely to receive your order within 48 hours after dispatch. However, like anything, this can’t always be guaranteed as this is dependent on many things including weekends, Bank Holidays, delivery vehicles breaking down, bad weather, and other unforeseen circumstances. 

Tracked 48 has a delivery aim of 2 days for over 94% of postcodes. We use Royal Mail International Tracked for our overseas customers, which has delivery aim of 5-7 working days. 

Once your order has been dispatched, we do not have any control over it’s location and delivery date. Unless it is returned to us through failed delivery, you will need to contact Royal Mail for any further updates you require.

How much is postage?

Postage and packaging for UK orders is a flat rate of £3.50 for tracked delivery, or free for orders over £50.00. International postage costs are calculated at the checkout dependent on your location.

Can I change the address on my order?

Our dispatch labels are automatically generated, therefore it is your responsibility to ensure that the address you provide at the checkout is complete and correct. Please contact us as soon as possible if you notice your address is incorrect on your confirmation email, but please note we cannot guarantee it can be changed after you place your order. 

If you notice your address is incorrect once you have received a dispatch email, we are unable to issue a replacement or refund unless your order is returned to us from failed delivery.

I ordered more than once, can you please pack my orders together?

Unfortunately this is not possible as our system auto generates our dispatch labels for each order. All orders will be packed per order number and you will receive separate tracking numbers for each order.

Why have I recieved a customs charge?

International orders may be liable to pay import duties and custom taxes when ordering from outside of the UK. Unfortunately this is standard practise when ordering from anywhere outside of your country. These charges are not set by Love From JXY and it is the customers responsibility to pay them. Should you refuse to pay these charges, you will not receive your order and any charges we incur from returning your order will be deducted from your refund.

Please contact your local customs office if you require any further information.

Products, Materials & Care

Is your jewellery "real silver"?

Our jewellery is stainless steel. Most people refer to 925 sterling silver as "real silver", which is an alloy composed by weight of 92.5% silver and 7.5% other metals, usually copper or zinc. Copper & zinc aren't completely waterproof & tarnish free, meaning overtime they can rust or discolour. Because of this we don't use 925 sterling silver, and instead source high grade stainless steel for our jewellery products. This is arguably the best metal as it is a strong metal made from iron and carbon, that is highly durable and hypoallergenic.

Gold & black stainless steel products are plated with an equally as durable coating to add the colour to the stainless steel.

Will your jewellery tarnish or turn my skin green?

Stainless steel is a natural and hypoallergenic metal made from iron. It is waterproof and tarnish free, therefore your skin should experience no irritation or discolouration.

99% of our jewellery products are stainless steel, however there are a few items that have zinc alloy components (for example, the metal detailing and magnets on our best selling Amity bracelets). Zinc alloy is a type of metal that doesn’t offer waterproof & tarnish free properties like stainless steel, but can still last many years if looked after correctly (no water, beauty/cleaning products etc).

Please check the product description of what you're buying to be sure of it's materials, as this information is always included.

Can I swap an item from my Mystery Bundle?

The point of a Mystery Bundle is that our machines pick the products for you, and getting the items at a hugely discounted rate means you do not get to choose what you receive... that's the fun of it!

If you receive earrings and do not have your ears pierced, you can gift the product to friends/family. Same with rings that don't fit, or any products you don't personally want. This is the risk you take with the Mystery Bundles, and as they are sale items they are non refundable and cannot be exchanged. The full terms and conditions of the Mystery Bundles can be found in the product description.

I'm afraid we also cannot fulfil "pay it forward" requests to include items in another persons order. All items that are drawn for a bundle will be sent to the customer that ordered.

Will pens bleed through the pages of the colouring books?

We use high quality 170gsm paper in our books which will leave no bleed through with 90% of pens, therefore you're unlikely to experience any problems. However, this is down to the pens you choose to use, and we strongly advise against using permanent or alcohol markers. Anything water based is fine!

We have a list of recommended tried and tested pens on our Instagram here.

My colouring book has come apart - what should I do?

If you have an issue upon receiving your order and your colouring book is unused, please contact us as soon as possible so we can rectify the issue. However, we cannot be held liable for any general wear and tear to your book once you have started using it.

We are very proud of the quality of our books and most of the time incur no issues. Our supplier uses sustainable materials and bind the books with a lot of care and attention, but naturally staples can sometimes come loose, and paper can naturally tear. It is the customers responsibility to look after their book to prevent this happening.

An item i'm interested in is sold out, will it be restocked?

Unless a product states it is 'Limited Edition' in the caption or is in a clearance sale, it will be restocked as soon as possible. Please follow us on Instagram as this is the best place for restock announcements.

Loyalty Scheme

How do I join JXY Loyalty?

To sign up to our loyalty programme, please click the 'JXY Loyalty' button on the bottom righthand corner of our website (it'll be a little star icon if you're on mobile). Once you have joined, when shopping on Love From JXY, just ensure you're logged in using the same email address every time, and your points will build into your account with each order.

How do I use my points on JXY Loyalty?

Once you have at least 500 points in your loyalty account (you can check your balance via the loyalty button), you can then create a bespoke discount code to be generated for you to use for money off your next order. You will earn 10 points for each £1 you spend, and each 100 points you earn is worth £1.

Why is my discount code not working?

Discount codes do expire, so please do not generate the code until you are ready to place an order. If you try to save it for a later date it is likely to expire and you will lose the points used to create the code. The code is also bespoke to your account and email address, so it will not work if shared elsewhere.

If your discount code isn't working, it usually means it has expired because it was generated before the order was being placed. Our loyalty scheme is managed by a third party app meaning the bespoke discount codes that are generated are not controlled by us, and we cannot issue you a new code if yours has expired.

It's also been noted that being logged in with ShopPay sometimes interferes with discount codes so please log out and try again if that is the case.

I forgot to use my discount code, can you please add it to my order?

Any discount codes - whether general or from the Loyalty Scheme - can only be added at the checkout and we cannot add it retrospectively, so please don't forget to use it!

Returns & Policies

Can I return my order for a refund/exchange?

We do not offer exchanges, however please email as as soon as possible if you would like to return your item for a refund and you can re-order the preferred item. Returns need to be queried within 30 days of purchase and should we be able to accept your return, the item needs to be unused, in its original packaging.

We do not accept returns on sale items, ear/piercing jewellery or Mystery Bundles.

Please read our full Returns & Refunds Policy and email us before returning your items.

The product I ordered is broken, can I have refund?

In the unlikely circumstance that you receive a damaged product, please contact us as soon as you receive your order so we can help. We operate a standard 30 Day Returns Policy so we are unable to assist after this time period under any circumstances.

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