Your questions,answered.
We know sometimes you want the answers at your fingertips, so we’ve answered all of your most frequent questions to save you time. From ring sizing and repairs to returns and refunds, we’ve got the answers you’re looking for.
Most popular questions:
How can we help?
Delivery and shipping
What time must I order by for next day delivery?
What happens if I’m not in for my delivery?
Which carriers do you use?
Boutique collection
When can I collect my order?
What ID do I need to collect an order from the boutique?
Can someone collect my order from the boutique on my behalf?
Help with my order
Can I track my order?
What should I do if I’ve received the wrong item?
I think my parcel may be missing/lost, what can I do?
Warranty and repairs
How long is the warranty on your products and what does it cover?
Do branded pieces have a different warranty?
Are watch batteries covered under warranty?
Payments, gift cards and promotions
What payment methods do you accept?
Do you accept American Express?
Can I pay with more than one card?
V12 Finance
Who is V12 Retail Finance?
What V12 Finance options do you offer?
What is your returns policy for items paid for by finance?
Returns, refunds and exchanges
What is your returns policy?
What is your return policy on earrings?
What items cannot be returned?
Resizing and alterations
Can you tell me if an item will be restocked?
Do you offer watch bracelet alterations and is there a charge?
Can my watch bracelet be altered before despatch?
Special / personalised orders
My ring size is out of stock, what can I do?
Can you set my stones into one of your existing designs?
Do you offer bespoke designs?
Jewellery and watch care
What cleaning services do you offer?
Can you clean non-Loupe jewellery and is there a charge?
How can I care for my watch at home?
Loupe boutiques
Where is my nearest boutique?
How can I book a boutique consultation?
Can I apply for finance in the Loupe boutique?
Still need a little help?
Give us a call or send us an email
Don't hesitate to call us on 0800 316 4058, our phone lines are open Monday to Friday from 9am-5pm (excluding bank holidays). Or if you prefer, send us an email by filling in the form here, providing your contact details and some information about your query and we’ll do our very best to get back to you within 24 hours. Bank holidays may take a little longer.