Frequently Asked Questions
Orders & Delivery
Where is my order?
Order Updates
To receive a direct order update, please get in touch with our Customer Service team, available Monday to Friday, from 9am to 5pm (UK time). However, you might find answers to your questions below.
When you place an order with Bail & Stone, you'll be kept up-to-date on the status of your order by email. Please note that spam filters and email settings may prevent these emails from reaching your inbox. If you're using a work-based email system, please check your Junk Mail folders if you've not received an order update, you might also want to check your spam filters.
The majority of our jewellery is dispatched on the same day or the following business day, depending on the time of your order. This will be clearly stated on the product page and in the checkout. Where the jewellery is made to-order, this will add a few additional days to your expected delivery date. Again, this will be clearly stated on the product page and in the checkout.
Order delays
We always strive to deliver your order on time, however on rare occasions we may run slightly over our estimates. If your estimated delivery date has passed and you haven't received any communication from us, please give us a call on 0800 97 88 111. A delivery may have been attempted, but you might not have received a notification that your order is being held at the local depot.
How do I track my order?
United Kingdom
Bail & Stone use DPD Express as the main courier service for the United Kingdom.
Once your order is dispatched, you'll receive a DPD Express tracking number to provide you with an estimated delivery date and time.
Europe and the rest of the world
For the rest of the world, DHL is the main courier service used by Bail & Stone. After your order is dispatched, you'll be provided with a DHL tracking number which will provide you with an estimated delivery date and time. Should you have any questions regarding your delivery, contact DHL Customer Service and make sure you have your DHL tracking number to hand.
How long will it take to receive my order?
Dispatch time
If an order is placed before 4pm UK time Monday to Thursday, it will be dispatched on the same day. If an order is placed on a Friday before 12pm UK time, it will be delivered on the following Monday. Orders placed on a Friday after 12pm will be delivered on the following Tuesday. Public holidays will extend delivery times by one day.
European and other international orders are typically delivered within 48 hours using DHL Express delivery. Depending on your location, this time frame may be extended to 72 hours. You'll receive all tracking information via email to keep up-to-date with your order's progress.
Can you deliver to an alternative address?
When placing your order, you can provide a separate billing and delivery address in the checkout for example if you want to use a card registered to your home address for payment but have your order delivered to your work address. You can also choose to have your order delivered to a different recipient and address.
Although very rare, there may be occasions where we have to carry out additional security checks where orders are paid for with a card registered to an address other than the delivery address. We only carry out these checks when instructed to do so by our payment provider. In such cases, your order may incur an extra one-day delay, however, these security checks only take a few minutes to complete.
If you've provided your mobile telephone number, DPD will send you a message when your order is on its way and will give you the option to request that your package is left in a safe place. Please note that if you choose the safe place option, Bail & Stone will not be liable for any occurrences of the order being declared lost.
Can I make a phone order?
If you'd like to place an order over the phone, please call us on 0800 97 88 111 between 9am and 5pm (GMT) Monday to Friday. Telephone orders are handled in the same manner as online orders, and should only take a few minutes. We will need your email address for your order confirmation and to send delivery information.
Is the jewellery insured during transit?
Yes. All orders are fully insured during transit, from dispatch to delivery. In the unlikely event that there are issues during transit such as loss, theft or damage, your item will be replaced promptly. We would then work with our courier to investigate the issue.
Does the jewellery come in discreet packaging?
Yes. The jewellery is packaged in a Bail & Stone jewellery box with inner cushioning to protect the jewellery. The exterior box doesn't provide any information regarding jewellery so remains discreet.
What time of day should I expect the delivery?
Upon dispatch, you'll receive a tracking number that'll provide you with an estimated date and time of delivery. Delivery times may vary, but you'll receive a two-hour window from the courier. If your order is being delivered by DPD and you provided a mobile number, you'll also receive a free SMS that allows you to modify your delivery.
What happens if nobody is home?
All orders are delivered by DHL or DPD Express delivery and require a signature on delivery, this means someone must be available at the time of delivery. This is for security purposes and ensures we can easily track lost orders and promptly send replacements. If no one is available to receive the order, a card will be left by the courier and your order will be held at your local DHL or DPD facility. You can then arrange for redelivery at your convenience.
Can I collect my order in person?
No, we don't offer the option to collect your orders in person. Our efficient distribution system including our factories, warehouses, and offices, allows us to dispatch orders as quickly as possible.
Do you deliver to BFPO addresses?
Yes, we do deliver to BFPO (British Forces Post Office) addresses. Simply enter the BFPO address during the checkout process. Please note that delivery to BFPO addresses may require a few additional days, however, we do prioritise processing these orders to minimise overall delivery time.
Does the jewellery come with a gift box?
Each piece of jewellery is elegantly presented in a black jewellery box with a cushioned interior for extra protection. We also provide a complimentary gift bag to place your jewellery boxes in to complete the gifting experience. Each order also comes with a Certificate of Authenticity and a 12 Month Guarantee.
Returns
Please see the Bail & Stone Money Back Guarantee & Returns Policy for detailed information about returns.
Website & Customer Service
Is it safe to order online?
Bail & Stone is partnered with Adobe Commerce to provide the highest level of website security available. The entire website is protected by an Adobe SSL certificate, a 256-bit high assurance certificate that guarantees the safety of all your personal and payment information. Additionally, we are fully PCI DSS compliant, adhering to the standards defined by the Payment Card Industry Security Standards Council.
Why is there a payment error in the checkout?
Cards can be declined for various reasons. The most common cause is when your card issuer places a temporary hold on your card for security purposes. This occurs when a high-value online transaction is detected on an account that has minimal recent activity. If this occurs, contact your bank or credit card company to confirm the legitimacy of the purchase and try placing your order again once resolved. You can rest assured your card will not be charged multiple times.
If you encounter any other error messages or require assistance during the ordering process, please give us a call on 0800 97 88 111 from 9am to 5pm (UK time) Monday to Friday.
Why are your prices so low?
As experienced jewellery manufacturers, Bail & Stone strives to offer the best prices online for high quality diamond, gemstone and solid gold jewellery. As Bail & Stone is an online jeweller, we avoid the overhead costs associated with having physical stores, which traditional jewellers often factor into their jewellery prices. This allows us to offer more affordable prices to our customers.
What are your opening hours?
You can place an order any time, our website is accessible 24/7. If you wish to speak with our Customer Service team, they're available from 9am to 5pm (GMT) Monday to Friday. You can also speak to the team via Live Chat by tapping the speech bubble icon in the bottom-right corner of the website.
What is your response time?
Our Customer Service team typically responds to emails and queries through our online form within one business day.
Our Live Chat is available from 9am to 5pm (UK time) Monday to Friday and will display an Online status. Send a message via Live Chat and our Customer Service team will respond promptly.
What does the guarantee cover?
We want you to be completely satisfied with your purchase from Bail & Stone. If, for any reason, you're unhappy with all or part of your order, you've 30 calendar days from receipt of goods to notify us of your intention to return the item(s). You then have an additional seven working days to return the item to us. If we're not aware of the return, the goods will be returned to the sender.
When returning the jewellery under our Money Back Guarantee, please ensure the item is unused, unaltered and has all tags attached. Removing the attached tag, wearing the item or engraving and altering it in any way signifies acceptance of the item and can't be returned under our Returns Policy.
Please see the Bail & Stone Money Back Guarantee & Returns Policy for more information regarding this.
How do I email Bail & Stone?
To contact us via email, simply email sales@bailandstone.com.
Do you have a high street store?
No, we don't have a physical store. This allows us to keep our prices as affordable as possible and provide the best value for customers.
Jewellery & Gemstones
Do you provide a certificate with the jewellery?
Each piece of jewellery is accompanied by a Bail & Stone Certificate of Authenticity. This certificate serves as a guarantee that the jewellery you've purchased is genuine, official and directly from Bail & Stone.
How do I know my my ring size?
There are many ways to find out your ring size: the most common is to visit a local jeweller who can use gauge rings or callipers to measure your size. If you're a UK customer, we can send you a free ring sizer. To request a free ring sizer, get in touch via Live Chat, email or give us a call.
Are your stones natural or treated?
Unless otherwise stated, all our diamonds and gemstones are natural. It's essential to be cautious of online and high street jewellers who sell jewellery made with synthetic gemstones. In some cases, gemstones may undergo minimal glass filling to enhance their transparency in the presence of tiny natural inclusions. This process is widely used in the industry to maintain the gemstone's value and authenticity while improving its appearance.
Natural gemstones are formed deep within the Earth's core over millions of years, where they are exposed to extremely high temperatures. After being mined and cut, most stones undergo heat treatment, reaching temperatures of up to 1800 degrees Celsius (3300 degrees Fahrenheit), to naturally enhance their colour. This is a continuation of the Earth's natural heat process and is in no way artificial. Therefore, nearly all stones used in fine jewellery have undergone this enhancement process. Some cuts of gemstones in our jewellery have undergone such treatment, while others, such as the briolette, remain in their natural, raw state.
Are your gemstones and diamonds ethically sourced?
Yes. At Bail & Stone, we maintain strong relationships with trusted gem miners and suppliers and source diamonds and gemstones exclusively from reputable global sources.
Our strict ethical policies ensure the complete elimination of unfair treatment, substandard conditions, or any conflicts associated with individuals or organisations within the supply chain.
Bail & Stone don't and will never purchase, sell, or distribute conflict diamonds (also known as blood diamonds). Conflict diamonds refer to diamonds sourced from areas controlled by insurgencies and forces that use the profits to fund illegal activities.
What is the quality of diamonds used in your jewellery?
Our diamond jewellery features stones of various colours and clarities. Our diamonds range in colour from the highest possible grade to more affordable grades and in clarity from I to SI-1. Detailed information about these characteristics is provided on the product page of each diamond item.
During the manufacturing process of diamond jewellery, our skilled jewellers meticulously check the colour and clarity to ensure they align with the items on our website.