Customer Services

Frequently
  Asked Questions

About Us

How can I contact customer service?

We are happy to answer any queries you may have by phone or email. Please call us on +44 (0) 207 493 9601. We are available Monday to Friday 9am til 5pm GMT.
You may also contact us by email on info@mijewellery.com

How many years have you been in business?

We are happy to answer any queries you may have by phone or email. Please call us on +44 (0) 207 493 9601. We are available Monday to Friday 9am til 5pm GMT.
You may also contact us by email on info@mijewellery.com

Do you have stockists of your designs?

Yes, we currently have 6 luxurious stockists in the UK, all of these jewellery boutiques showcase most of our collection pieces and new designs.

Can we visit you?

Our Birmingham studio is located within the heart of the city's famous Jewellery Quarter, a wonderful, like-minded community that has housed some of Britain's most talented jewellery craftsmen and woman for hundreds of years. Unfortunately, we do not currently accept visitors. We do have dedicated concierges at our stockists if you want a more traditional bricks and mortar shopping experience.

Do you make bespoke jewellery?

Yes, our world class bespoke design service has become a large part of what we do. All our bespoke jewellery is lovingly crafted by our passionate team of artisans in our studio in the heart of Birmingham's jewellery Quarter. For more info see our Bespoke page here.

Diamond

How do I know if your diamonds are conflict-free?

We are happy to answer any queries you may have by phone or email. Please call us on +44 (0) 207 493 9601. We are available Monday to Friday 9am til 5pm GMT.
You may also contact us by email on info@mijewellery.com

I am confused about what diamond to choose can you help me?

Yes, we have a dedicated gemologist on hand to help make your diamond

Jewellery Information

Do you make bespoke jewellery?

Yes. All our complete products seen on this website come with British hallmarks, stamped at either the Birmingham or London Assay Office.

Is all your jewellery hallmarked?

Yes, our world class bespoke design service has become a large part of what we do. All our bespoke jewellery is lovingly crafted by our passionate team of artisans in our studio in the heart of Birminghams Jewellery Quarter.
For more info see our Bespoke page here.

How long does the bespoke process take?

Most bespoke items take 10-15 days from you signing off the design. For more elaborate, complicated pieces it can take 5-6 weeks. That said, if you have a specific deadline please feel free to contact us and we will always try to accommodate you.

Can I get my ring engraved?

Yes, we offer a free engraving service on most of our designs. You will see a "Make it Personal" box on your chosen item page, simply click this and add your personal message along with your chosen font. For an extra personal touch, we can even engrave your own handwriting, simply upload your handwritten message on the "Make it Personal" section.

WHAT METALS DO YOU USE?

We offer the majority of our designs in 18k white, rose and yellow Gold and Platinum. We are also proud to offer the option for your item to be made in Fairtrade Gold, available on all of our collection pieces.

How do I care for my jewellery?

We have made a dedicated page for jewellery care here.

Why does white gold get a yellow hue?

As new, Platinum and White Gold are in appearance very similar. Platinum is a denser metal and as such is more weighty. But Platinum is a naturally occurring white metal, whereas the whiteness of white gold is achieved through an alloy of gold and other white metals, which is then rhodium plated to remove any remaining yellow hue. Platinum will therefore keep its true white colour over time, whilst white gold will periodically need re-plating. Platinum is alloyed for hardness, often with iridium or ruthenium. Both white gold and platinum are hallmarked with their carat

what is the difference between platinum and white gold?

White gold is an alloy of gold and white metals such as silver, nickel or palladium which bleach out the yellow colour of the pure gold. However, white gold retains some of its yellow tone and so is rhodium plated for its distinctive shiny white appearance. Rhodium is very hard wearing and very white. Over time and with regular wear, this plating will wear away, so it is therefore recommended that your white gold jewellery item be re-plated when its colour begins to fade.

I love your designs but I have a particular stone in mind, can I use it?

Absolutely. We are very open to modifying our existing designs to suit your requirements, so whether you are wanting to replace a diamond for a coloured gemstone or you want a particular combination of precious metals we will try to accommodate this.

How long does a ring resize take?

A ring resizing takes approximately 10-14 working days from the day we have received your item.

What if I have ordered the wrong size?

Not a problem, your first resize is a complementary free of charge service that we offer within the 30 days exchange policy. Simply send us the ring back and we will resize it for you. We can either send you out a sizing gauge for you to measure your own finger size at home or you can pop into your local jewellery store or one of our stockists to get a measurement done instore.

I need help buying an engagement ring, can you help me?

Yes. We understand that choosing the perfect engagement ring for a loved one can be a daunting task, especially with so many options to choose from. Our dedicated team of gemologists and designers are on hand to help you on your journey. Simply initiate the live chat option on your screen to speak to one of our experts or call us direct. Alternatively, you may find our blog post helpful. Read here.

Payment Process & Our Pricing

What payment options do you offer?

We accept all major credit and debit cards, PayPal, Bank Transfer and Interest Free Finance Options. We also accept payments made from the most widely adopted digital wallets including Apple Pay and Google Pay. Please note: We currently can only accept American Express for UK customers.

How do I know if your diamonds are conflict-free?

All prices listed on mijewellery.com are inclusive of VAT. We do not charge for either postage or packaging and we also offer a complimentary free of charge gift wrap service if you desire. We do offer the option for you to add 1 or 3 years insurance on your item(s), this is optional and you do not need to add this however it is recommended. Items delivered outside the EU may be subject to local duties and taxes.

Are there any hidden charges?

We are a small passionate team of artisans and all our collections are manufactured by us in our Birmingham studio in the heart of the city's historic Jewellery Quarter reducing the manufacturing chain. We work directly with diamond manufacturers, from Tel Aviv, Mumbai and New York allowing us to hand-select only the most scintillating, high quality stones. Simply put, we eliminate the middleman and this is reflected our ability to offer you the exceptional prices compared to many retailers and also allows us to have more quality control over the stones we want to represent our brand. As a predominantly online label, our overheads are therefore much smaller, these savings are in turn reflected in the price that you pay.

General Information

Which insurance company do you recommend?

For jewellery insurance, you should always check your home and contents insurance as you may already be covered. Alternatively, we do offer a 1-3 year insurance policy. TH March is the insurance company we recommend as they specialise in jewellery care.

What documentation do you provide for insurance purposes?

Your item(s) will come complete with a point of sale portfolio completed by our inhouse gemologist, detailing the specifications of your purchase and the recommended replacement price. The portfolio will also contain clear images of your item.

Can i claim BACK VAT?

You are eligible to claim the tax back should you live outside of the European Union. You would be required to collect your purchase from our showroom in order to gain the tax reclaim form and to provide us with your identification.

Returns, Refunds & Cancellations

What is your refund policy?

We hope that you are delighted with your Michael Isaac jewellery however if you are not then we offer a 30 day refund guarantee. Refunds can be requested within 14 days of the date of despatch and exchanged within 30 days from the despatch date. Please note: Items must be returned undamaged and in a "new and unusedcondition" with all original documentation and packaging. Unfortunately for health and hygiene reasons we cannot return or refund earrings or cleaning products.
We cannot accept items that have been engraved, personalised or altered in any way.

My ring does not fit, how do I return it?

If your ring requires resizing, then email us at info@mijewellery.com and we will provide you with the returns details for Royal Mail delivery. For orders outside of the UK we will arrange a collection of your item via FedEx.

How can I return my item for a refund?

Simply fill in our refunds form here and we will contact you with all the details of how best to send your item back to us.
How long will my refund take? As soon as we have received your item back into our studio, the item will be inspected by our gemologist and quality control manager. You will have your funds refunded within 10 working days. In some circumstances, depending on the choice of payment, it can take up to 30 working days.

CAN I CANCEL AN ORDER?

In the event you wish to cancel your order, please contact us directly on +44 203 540 1477 and our sales team can assist you. Alternatively, please email us at info@mijewellery.com.

Collection & Shipping

Do you offer free delivery?

Yes, we offer free worldwide shipping on every order.

Why do you not send an order paid using PayPal or Hitachi finance to an alternative

For security reasons set by both PayPal and Hitachi Capital we are unable to deliver to an alternative delivery address.

Can I collect from your studio?

Unfortunately, we do not currently allow collections at our studio in the heart of the Jewellery Quarter.

Can I collect an order I placed on your website at one of you stockists?

Certainly, you just need to contact us to let know your desired location and a time that suits and we will arrange the rest. Please note: Payments made using PayPal or Finance must be sent to the billing address.

I need my item sooner; do you offer an express service?

Yes, we will certainly try to accomadate a deadline if at all possible. Email us at info@mijewellery.com and let us know your desired delivery date.

Will my order be discreetly packaged?

Yes, we understand that many items are bought for special moments such as a surprise proposal and so all MI items are delivered in discreet packaging. For security and insurance purposes all items have our senders address listed as "Michael Isaac".

How will the parcel be delivered?

UK orders are sent via Royal Mail special delivery service and for international orders we use FedEx.

Will my parcel be insured?

Yes, your goods are fully insured by Michael Isaac until it is signed for at the delivery address.

Can I get my goods sent to a different address?

Yes, we can ship to an alternative address in most cases. Unfortunately, due to regulations set by our providers, payments made via PayPal or on Finance can only be shipped to your own delivery address

How long will delivery take?

For delivery within the UK, all items are delivery via a next day delivery service, for continental Europe it is 1-2 days, and for the rest of the world it is 2-4 days depending on the specific country and the customs clearance involved.

When do I have to pay duties and taxes?

When items are sent outside of the EU they are exempt from UK duties and taxes so you are required to pay your national duties and taxes. You will be required to pay these fees once your order has arrived in your selected country prior to delivery to the requested address. (Please contact your local customs and excise office for the exact fees, 77 Diamonds can provide you with an estimate if required by clicking HERE )

Can I specify a delivery date?

When items are sent outside of the EU they are exempt from UK duties and taxes so you are required to pay your national duties and taxes. You will be required to pay these fees once your order has arrived in your selected country prior to delivery to the requested address. (Please contact your local customs and excise office for the exact fees, 77 Diamonds can provide you with an estimate if required by clicking HERE )

Do you ship internationally?

Yes, we ship to most countries. Please see our Delivery page here to find out more.

What happens if a parcel gets lost in transit?

In the rare case that your item does not get to you on delivery we will personally notify the relevant delivery service and open an investigation for you.

Is gift wrapping available?

Yes. Free gift wrapping is provided as standard on every purchase with a beautiful Michael Isaac branded box.

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