FAQ | Juliet's Lover
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Find answers to our most frequently asked questions and find out how to contact our Member Service Team....

  • Membership Basics
  • About Our Memberships
  • About Our Jewellery
  • Earn and Redeem Credits
  • Membership Discount
  • Member Account
  • Shipping and Returns
  • Shop in Our Store
  • Contact Us

Membership Basics

How does your billing work for membership plans?
  • Monthly members are charged once per month. Memberships are automatically renewed, and you will be billed on the same day every month (at the rate then in effect) using the payment method you have on file. You will receive the bill by email on your billing date. Your membership will not expire unless you contact us and choose to cancel.
  • Annual members are charged once per year. Memberships are automatically renewed, and you will be billed on the same day every year (at the rate then in effect) using the payment method you have on file. You will receive the bill by email on your billing date. Your membership will not expire unless you contact us and choose to cancel.
What is 'My Hearts List' (Wish List)? How does it work?

We ask that you have at least 20 items in ‘My Hearts List’ so we can send you pieces we know you’ll love. We recommend that you update your Wish List regularly! Or refresh your Wish List several days before your monthly box unlocks date, which helps us to send you the items you most want to try.

Stylists view your Wish List as the primary method of curating your set. Your Wish List helps the stylist get the best sense of what you’d like to receive.

Your stylist will definitely keep an eye out for the pieces on the top 10 items that are most recently added in your Wish List, and hopefully, be able to send you them as they become available.

Click the heart shape on the product image/page to add it to your Wish List.

You can view and edit your Wish List here. Or click the heart shape on the website header.

What happens if I receive a damaged piece?

While we inspect each piece of jewellery before it leaves our warehouse, we can’t always ensure that travel will treat your pieces kindly. If you receive a damaged piece, please email members@julietslover.co.uk immediately.

How do I sign up to become a paid member?

To sign up a subscription membership plan if you don’t have a registered account with us, head to our membership-plan chart listed on the Features page or Pricing page and choose the specific payment plan you’d like to join in. Once you settle on your account information, you will immediately be able to complete your jewellery preferences survey and enter your payment method information!

Alternatively, click ‘ACTIVATE’ button on your account dashboard or choose a membership plan on the pop-up window if you already have a registered account with us, and then follow the steps to sign up the subscription payment plan you’d like to join in.

How can I upgrade to a yearly payment plan from the monthly payment plan?

You’re flexible to upgrade to annual membership plan with better price and membership perks. Log in to your account dashboard and click ‘UPGRADE TO 20% OFF’ button, then follow the steps to complete the annual subscription membership plan sign up process. Your ‘NEXT BOX UNLOCKS DATE’ will remain the same.

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About Our Memberships

Do I own the jewellery in the subscription boxes? Keep them for good?

Yes, you own all the jewellery that you receive in your monthly subscription boxes! No need to return or swap anything. Just keep your received jewellery for good and shine your life.

What jewellery subscriptions do you offer?

We currently offer two membership plans for jewellery subscriptions, which give you two payment options (monthly or annually) with different membership perks.

What is included in the monthly membership plan?

From workdays and weekends to vacations and weddings, our memberships allow you more access to our designer jewellery. All of our monthly paid members enjoy the following:

  • Receive 4 items in the monthly jewellery box according to your wishlist and style preferences, which includes a pair of earrings, a bracelet, a ring and a necklace.
  • Brand-new jewellery, which is all from famous or independent designer brands.
  • Free, tracked shipping, delivered within 1 to 3 working days after the monthly box unlocks date.
  • No commitment—pause or cancel your membership at any time!
  • Member-exclusive purchase discounts. What if you fall in love with items outside your monthly jewellery box? No problem—our members get an exclusive 15% discount.
  • Monthly membership credit of £8 to purchase your favourite jewellery.
  • Occasional bonus membership perks.
What is included in the annual membership plan?

From work and weekends to vacations and weddings, our memberships allow you more access to our designer jewellery. We offer our annually paid members better prices and more benefits:

  • Receive 4 items in the monthly jewellery box according to your wishlist and style preferences, which includes a pair of earrings, a bracelet, a ring and a necklace.
  • Brand-new jewellery, which is all from famous or independent designer brands.
  • Free, tracked shipping, delivered within 1 to 3 working days after the monthly box unlocks date.
  • No commitment—pause or cancel your membership at any time!
  • Member-exclusive purchase discounts. What if you fall in love with items outside your monthly jewellery box? No problem—our members get an exclusive 20% discount.
  • Monthly membership credit of £76 to purchase your favourite jewellery.
  • Occasional bonus membership perks.
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About Our Jewellery

What if I have allergies?

Our jewellery’s ear needle and chain are made from high-quality sterling silver or steel, but we can’t guarantee your skin’s positive reaction to each item. Please immediately stop wearing jewellery if you develop skin problems or skin allergy symptoms.

Please complete the preferences survey carefully when you sign up or update on ‘Preferences’ page of the account dashboard to tell us if you are allergic to any materials. We will try our best to avoid sending you jewellery with materials that you are allergic to! You can also email any requests to members@julietslover.co.uk.

How should I take care of my jewellery?
  • Store your jewellery in our bespoke yellow storage box to avoid prolonged exposure to air and scratches.
  • Remove jewellery before washing your hands, swimming and/or applying products such as perfume, hairspray, soap and lotion.
  • While dressing, we recommend putting on jewellery last. While undressing, we recommend taking jewellery off first.
  • Avoid exposing the jewellery to water and other liquids. Jewellery must not be exposed to chlorine or saltwater, as this will dull its appearance.
  • Avoid knocking jewellery against hard objects.
How should I clean my jewellery?

Polish your jewellery frequently with a professional jewellery cleaning cloth that came with your jewellery to maintain its lustrous finish.

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Earn and Redeem Credits

What is membership credit?

A monthly membership credit of £8 is deposited into your Juliet’s Lover wallet every month within 3 working days of your membership renewal. For annually paid members, an annual membership credit of £76 will be deposited to your wallet within 3 working days of your payment. These credits never expire.

You can use your credit balance to pay (in full or in part) for the purchase of items outside your monthly subscription jewellery box.

If you don’t receive any credit after 3 working days of your renewal payment, please contact us at members@julietslover.co.uk and provide us with your account email for assistance.

Please note that credits earned from your membership plan cannot be withdrawn from your wallet.

How to earn credits by writing reviews? ('Write for Credits' Program)

Do you love shopping with Juliet’s Lover and enjoy sharing your thoughts with other customers? If so, then our “Write for Credits” program is for you! Simply submit a review of any product that you’ve purchased/received, and we’ll award you with £1.00 credit as thanks for each approved and published review!

To submit a review:

  1. Login and visit the website page of any item that you’ve purchased/received. Click the “Write A Review and Earn Credits” button located next to the product image.
  2. Alternatively, click ‘REVIEW’ button under items on your account dashboard – Jewellery page.
  3. Enter your rating for the item; write the title and content; upload photo for your review.
  4. Tick the checkbox indicating that you have read and understood the Review Writing Guidelines. Please read the Review Writing Guidelines if you have not done so yet.
  5. Tick the checkbox of ‘Get email responses’ if you want to receive our response by email notifications.
  6. Click the “LEAVE REVIEW” button to submit the review once your review is complete.
  7. Your review will be published once it has been approved.

Note: Review submissions that do not follow our Review Writing Guidelines will not be published.

Terms and Conditions of the “Write for Credits” program: 

  1. Customers submitting a review of an item must use the same account that they used to purchase and subscribe in Juliet’s Lover.
  2. All reviews must be submitted after the order or parcel containing the reviewed item has been fulfilled or dispatched. Reviews submitted before the order has been fulfilled or dispatched will not be accepted.
  3. Reviews of items contained in shipments classified as “undeliverable” will not be accepted. Reviews may be accepted and eligible to earn credits after a reshipment has been arranged and fulfilled.
  4. Once submitted, reviews cannot be modified. Requests to modify or remove reviews will not be entertained.
  5. Only the first review published and written by a qualified customer for a purchased/received product will earn the credits. Reviews of the same item from the same customer cannot be used to earn more credits.
  6. Customers may only earn £1.00 credit once per item, regardless of whether or not the customer purchased multiple quantities of the same item in a single order, or placed multiple or combined orders containing multiple quantities of the item.
  7. Juliet’s Lover reserves the right to change all terms and conditions of, and to withdraw this program without prior notice. Should there be any disputes, Juliet’s Lover’s decision is final.
  8. All submitted reviews are subject to the terms set forth in our Terms and conditions.
Review Writing Guidelines

Reviews are intended to contribute to member club and help customers make informed decisions about products. In order to make your Reviews as useful as possible, we encourage you to follow the guidelines below when writing a review:

  1. To ensure that product reviews reflect actual Juliet’s Lover products and their use, customers can only write product reviews for products they have purchased/received from Juliet’s Lover using the same Juliet’s Lover account.
  2. Please do not write Reviews to address order-related enquiries or issues. If you have concerns about your order, please contact our Customer Service team.
  3. Focus on the product and your individual experience in your review. Explain why you like or dislike the product, and be as clear as possible. The more detailed you are, the more helpful your review will be to readers.
  4. Please avoid using violent, discriminatory or rude words to write reviews. We reserve the rights to ban extreme reviews publishing.
  5. Recommended review length is 275-2,500 characters (50-300 words).
  6. Complete every mandatory area of the review form. Partially completed forms will not be processed.
  7. You can upload images to support your product reviews. A maximum of 5 images can be uploaded per review. You must own the rights to any images that you upload to julietslover.co.uk.
  8. Please upload images in the following file formats and size: JPG or PNG sized 5MB or less.
  9. Valid reviews only need to be submitted once. Most reviews will be automatically approved and published. If your review is not published automatically, it is possible that it did not meet our Review Submission Guidelines for one or more of the below reasons, or was in conflict with our Terms and conditions.
  10. All submitted reviews are subject to the terms set forth in our Terms and conditions.
  11. Juliet’s Lover reserves the right to remove any reviews or to change these Review Guidelines, without prior notice. Should there be any disputes, Juliet’s Lover’s decision is final.

 

How to earn credits by referring your friends?

You can refer your friends by clicking the button ‘Refer a friend’ on our home page or your account dashboard once you log in. Copy and share your personal referral link on your blog, text message or any social media platform you’d prefer.  Or simply send an invitation to your friends by entering their emails’ separated by a comma. Each of your friends registers a membership plan (monthly/annual) successfully via your shared link or invitation email, you will be rewarded £1.00 credit automatically as a gift.

Don’t forget that you can keep track of your referral links/invitation emails are opened or activated successfully on Account dashboard – Mysterious Perks Page.

How do I check my credit balance and transactions?

Log in to your account dashboard and open ‘Payment/Order’ page – Credit transactions. Or just click the wallet icon on the top of pages, which directs you to the related page and section.

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Membership Discount

How does the membership discount work?

We offer our members a discount on purchases based on their membership payment plans. Once you become a paid member, your discount will be applied automatically to the products you can view and purchase.

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Member Account

How do I cancel my membership?

You can cancel your membership at any time by emailing cancel@julietslover.co.uk. We usually reply within 1 to 3 working days. Our office hours are Monday–Friday, 9:30 a.m.–5:30 p.m. (GMT)

Please try to contact us for cancellation 3 working days before your monthly membership renewal date (monthly billing date). When you contact us to cancel your membership plan, if your current month’s membership fees have been charged, your membership plan will stop from the next month.

You will not receive a refund for the fees that you already paid for your current subscription period and you will be able to access the membership benefits until the end of your current subscription period.

After your cancellation has been confirmed, you will not have access to membership perks. The credits in your wallet are still there and you can redeem when you shop in our store.

Can I resume my membership after cancellation?

We want your membership to flex with your life. When you wish to re-active your Juliet’s Lover membership, please log in to your existing account firstly, then click the upgrade button on our web pages or your account dashboard to follow the subscription membership plan sign-up instructions as you did before. Questions? Contact us by emailing members@julietslover.co.uk.

I’ve forgotten my password—What should I do?

To reset your password, follow the ‘Forgotten Password’ instructions on the Sign In page. Please note that for security reasons, we are unable to send out previous passwords via email.

Note: Normally you can get your password recovery letter in your email inbox within 1-2 minutes. But sometimes, it may take up to 5-10 minutes to receive your password recovery email, which depends on your Internet speed. Be patient and check your spam if the password recovery letter comes a bit late.

How can I switch from monthly membership plan to annual membership plan?

You’re flexible to upgrade to annual membership plan with better price and membership perks. Login your account dashboard and click ‘UPGRADE TO 20% OFF’ button, then follow the steps to complete the annual subscription membership plan sign up process. Your ‘NEXT BOX UNLOCKS DATE’ will remain the same.

How to update my expired payment card?

If your payment card has expired, please click any buttons that are used to purchase a membership plan on our web. It will come up the steps for you to update your card details.

If you find that you cannot renew the subscription with the existing card. Please re-buy the membership plan which you’d like to subscribe with us via a new payment card.

More problems about updating your card? Let our member service team help you. Please contact us at members@julietslover.co.uk

How can I amend my jewellery style preferences?

To help us select the jewellery you prefer and send to you in the monthly subscription box, login to your Account dashboard and update your options on Preferences page, then click ‘SAVE PREFERENCES’ button at the page bottom to save your changes.

Is my personal information kept private?

Please be assured that we take data protection seriously. Your information will only be shared with third parties if it abides by applicable data protection legislation. For more information, please read our Privacy Policy in full.

How to upgrade my Bronze account to the higher tier?

More on soon…

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Shipping and Returns

When will my subscription jewellery box arrive?

In the UK mainland —

You’ll receive your subscription box within 1 to 3 working days once we dispatch your parcel from the warehouse. Once your box ships out, you will receive an email that includes the jewellery set’s information and a tracking number. Also, you will receive email and SMS notifications from Royal Mail about your delivery updates.

In the EU countries (Belgium, France, Germany, Italy, Portugal and Spain) and the USA mainland–

You’ll receive your subscription box within 3 to 7 working days once we dispatch your parcel from the warehouse. Once your box ships out, you will receive an email that includes the jewellery set’s information and a tracking number. Also, you will receive emails from UPS or Royal Mail about your delivery updates.

 

 

How do I change my shipping address?

The best way to change your shipping address is to log in to your account dashboard and change it on the ‘Address’ page – My shipping address. This will ensure that your next shipment is sent to the correct address.

Please note that if your jewellery set has already been shipped to you before you make an address change, we will be unable to re-route the package. If possible, it’s best to update your address before your box is shipped out. But we understand that sometimes life is hectic, and these things get overlooked. If this happens, please contact our Member Service Team at members@julietslover.co.uk.

What are my delivery options (time & cost)?

Shipping In the UK mainland, we currently ship with Royal Mail:

Your Juliet’s Lover subscription jewellery box (free next day tracked shipping) will be delivered right to your door or in your mailbox and will not require a signature.

For any other shipped orders that you place in our store, you will enjoy free 2-3 days tracked delivery if your order’s value is over £100.00. Otherwise, you need to pay £4.74 for 2-3 days tracked delivery when your order’s value is less than £100.00.

Shipping In the EU countries (Belgium, France, Germany, Italy, Portugal and Spain), we currently ship with UPS or Royal Mail: 

Your Juliet’s Lover subscription jewellery box (free 3-4 working days tracked & signed shipping) will be delivered right to your door or in your mailbox and will require a signature.

For any other shipped orders that you place in our store, you will enjoy free 3-4 working days tracked & signed delivery if your order’s value is over £200.00. Otherwise, you need to pay £15.00 for 3-4 working days tracked & signed delivery in the EU countries when your order’s value is less than £200.00.

Shipping In the USA mainland, we currently ship with UPS:

Your Juliet’s Lover subscription jewellery box (free 4 working days tracked & signed shipping) will be delivered right to your door or in your mailbox and will require a signature.

For any other shipped orders that you place in our store, you will enjoy free 4 working days tracked & signed delivery if your order’s value is over £200.00. Otherwise, you need to pay £20.00 for 4 working days tracked & signed delivery in the USA mainland when your order’s value is less than £200.00.

 

How can I track my subscription parcels?
  • For upcoming deliveries, you will receive an email with tracking information when your jewellery box has shipped. You can also check on your account dashboard – subscription parcels.
  • Alternatively, to track subscription parcels, please click the tracking number shown on your account dashboard. We also provide an easy button that let you track your last parcel that is on the way currently.
How to track my orders that I placed in your store?

For shipped orders you placed in our store, once your order has been dispatched, you will receive an email containing your tracking number (if applicable) to track your package. Or you can log in your account dashboard – Payment/Order – Order History to check your order tracking number details.

Return & Exchange My Order?

Within 7 days from the date that you received the order, any goods you purchase are only eligible for return or exchange if the product has any fault (e.g. damaged, flaws, wrong size or colour) at itself.

Please contact us at info@julietslover.co.uk before you plan to return or exchange your order. You will need to provide the image evidence to support when you request to return or exchange.

 

Is a signature required for delivery?

While we do not require a signature for our free delivery service in the UK, it’s up to the courier’s discretion whether they feel the package is safe enough to leave at an address without a signature. If your shipping address is in the EU and the USA, we will require a signature for both subscription jewellery box parcels and shipped order parcels.

If you are not available at your shipping address, consider leaving your order with a neighbour, doorman, at a mailroom or a front desk. If these are not viable options, the courier may attempt to deliver your order on the next business day or leave you with a collection card to pick up your parcel at a local Royal Mail Post Office branch, Royal Mail depot or UPS access point.

If you have a lost or missing delivery, please email us right away at members@julietslover.co.uk.

Do you ship to P.O. boxes and freight forwarding addresses?

Please note that we are unable to deliver to P.O. boxes and forwarding addresses. Please enter a valid residence or company address for a successful delivery.

Do you ship internationally?

We’re currently providing service only within Belgium, France, Germany, Italy, Portugal and Spain (3-4 working days tracked shipping); The United Kingdom (1 working day tracked shipping) and The United States (4 working days tracked shipping) Excluding Channel Islands.

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Shop in Our Store

Do I need to become a member to shop in your store?

Anyone can shop in our store. You can purchase jewellery in our store without subscribing any membership plan. But you need to create an account with us to place an order.

As a Juliet’s Lover paid member, you’ll be able to purchase any jewellery in our store at a member-exclusive discounted price with redeeming membership credits.

Which currency can I choose to pay in?

We currently only accept British pounds. All the prices are listed in GBP. If you’re using a non-GBP credit or debit card, you’ll be charged in GBP.

What payment methods does Juliet’s Lover accept?

We only accept PayPal; Visa, Mastercard, Maestro and American Express debit or credit cards.

We do not accept pre-paid or pre-loaded cards, personal cheques or traveller’s cheques of any kind.

How to track my order?

Once your order has been dispatched, you will receive an email containing your tracking number (if applicable) to track your package.

Or you can log in your account dashboard – Payment/Order – Order History to check your order tracking number details.

Can I change or amend my order once it has been placed?

Before your purchases have been prepared for dispatch we can cancel an item, change or edit your billing and shipping details. Please contact us within one hour after the order has been placed. After the one-hour window, we cannot guarantee the order will be immediately cancelled.

However, we are unable to combine orders or add pieces to an existing order once it has been placed.

If you need to make any amendments, please contact via info@julietslover.co.uk with your order number and account email info for assistance.

Do you offer gift wrapping?

We do not offer specific gift wrapping for shipped orders. But, we package all items you purchased in a luxury bespoke jewellery box, which can be used to send anyone you love as a surprising gift.