FAQ

A premium listing has the added advantage of increased visibility and is available to our sellers at a fee. Premium listings often sell much quicker due to the high volume of items in our catalogue.

You will be paid via same day bank transfer once we have confirmed the authenticity of the item and dispatched to the buyer. We aim to dispatch goods within 72 hours of receipt from the seller.

We recommend sending your item via a traceable service such as Royal Mail Special Delivery. You should also enter the tracking number via your account once available. We are insured for goods lost in transit up to the value of £10,000.

You should ensure the item is suitably packaged in order to ensure it is not damaged in transit.

We advise you opt for a rigid box such as a ring or bracelet box, preferably with bubble wrap.

We assume items to be in the condition they are advertised as in the listing images, and we do not accept responsibility for goods damaged in transit.

Depending on the postal service you choose, insurance is provided up to a nominated value.

Our own business insurance policy allows goods insured up to the value of £10,000.

All goods in our possession are insured up to the value of the listing price.

Should you choose, you may include the option for buyers to make offers of less than the listing price for your items. You are free to accept or decline the offer as you see fit. You will be informed of the revised commission and net return amounts before you accept/decline.

If you accept an offer, the buyer has a period of 48 hours to pay for the item at the agreed price. Should the buyer fail to pay for the item within the stated time period, the listing will be reactivated and available for sale once again at the original price.

You will be notified immediately once a buyer has made a payment for your item. You will be provided with a downloadable packing slip and delivery information.

You should post your item as quickly as possible to ensure faster payment.

If you change your mind or no longer have the item to sell, you should contact us as quickly as possible so that the buyer can be reimbursed.

If we have not received notification that you have posted your item within 72 hours the order will be cancelled, and a refund initiated.

We may make adjustments such as ring sizing or engraving if requested from the seller.

All items we receive are given a thorough inspection of claws and settings, and we may adjust the position of claws or gemstones if it improves the durability of the item.

We will professionally clean, polish and rhodium plate all items as part of the assessment process before sending on to the buyer.

Polishing and plating may result in delivered items displaying different colouring than the listing images.

You may cancel an order prior to dispatch to Jewellery Guru if you change your mind. In this instance, the buyer will be refunded.

Once your item has been dispatched to us, it cannot be cancelled.

You can cancel your sale by contacting a member of our customer services team or from within the orders section of your account.

Cancellations must be requested prior to dispatch to Jewellery Guru.

In the event your item does not match the listing description you will be contacted by a member of our appraisal team.

Our team will calculate what we deem a fair revised price for your item given the newly appraised attributes.

You will have the opportunity to accept or decline the revised offer price.

The buyer must also agree to proceed with the sale given the revised information and revised price.

Both you and the buyer must accept the revised offer. In the event of this, the order will proceed at the revised price.

Your payment and commission totals will also be revised to reflect the revised selling price.

If either party does not agree to the revised price, the order will be cancelled. The buyer will be refunded, and your item will be returned to you.

You will be charged the cost of return postage in this instance.

In the event your item has unannounced defects you will be contacted by a member of our appraisal team. Photos will be provided of said damage.

Minor damage will in most cases be repaired free of charge in our workshop before dispatch, this is at our discretion.

Major damage we have not been made aware of could be chargeable, the cost of which will be deducted from the payment your payment.

In this instance, you will be given the option to accept or decline the cost of repair, and if you decline the repair costs the order will be cancelled. The buyer will be refunded and your item will be returned to you.

You will be charged the cost of return postage in this instance.

In short no, the commission structure is the same, using the VIP service is designed to help take the hassle out of listing your item.

We will professionally photograph and pre-appraise your items so they have a better chance of selling quickly.

You will also be paid much more quickly in the event of a sale as the appraisal process has already been completed.

Once the goods are received by Jewellery Guru, we will contact you to discuss your desired selling price.

We want you to achieve the maximum price for your item, however, your item must be sold for an amount we deem fair.

All prices are agreed before listings are published.

If you would like your item returned before it sells, we will do so once a release fee is paid. The fee is charged to cover the expenses incurred preparing your item for sale including postage, photography, and appraisal.

You will have the option for your item to be returned without the appraisal and photography stills.

A higher release fee applies should you request the appraisal and photos.

We judge each item on a case by case basis, no item will be automatically dismissed as long as we feel it is suitable for our online catalogue.

If you change your mind before we receive the item, the request will be cancelled.

If you change your mind whilst we are in possession of your item, the goods will be returned after the release fee is paid.

Once your item is active you will have the same control and permissions as a standard listing:

If you accept an offer, the buyer then has 48 hours to pay for the item at the agreed price. Should the buyer fail to pay for the item within the stated time period, the listing will be reactivated and available for sale once again at the original price.

We notify the seller to send the item to us as quickly as possible. Sellers are paid once you are in receipt of the item.

Once the item is with Jewellery Guru, we will process the order and begin the appraisal process.

Once appraisal is complete we will deliver the goods to you.

You will receive a notification at each stage of the process, so you always know where your item is.

In most cases no, as part of our service we professionally clean and polish all items, plus attend to any minor faults in the item. So most items purchased from us will be in ‘as new’ condition.

Should an item be in poor condition, this will be detailed in the listing.

Authentication means that we test all precious metals, inspect hallmarks, test and measure gemstones, and assess gemstone quality.

Authentication also means that we verify that all the information provided to us via the listing is accurate.

We allow a small window of time before we contact the seller to let them know to arrange dispatch of their item. Cancellation of the order is best to be done in this time by contacting customer services.

If an item has already been dispatched to us by the seller it cannot be cancelled.

We encourage buyers to undertake an independent assessment of our appraisals. We pride ourselves on our professionalism, and endeavour not to make mistakes of any kind.

Should you still feel this is the case, please notify us of your concerns and we will be happy to address any issues.

We ask that the seller dispatches the item within 72 hours or the order is cancelled and you are refunded.

We aim to appraise and dispatch orders within 72 hours of receipt and post via next day delivery.

Any items already held by us will arrive next day if purchased by 2pm.

If an item has been bought from a private seller, then you will not be able to return your item.

You will have the option of relisting the item via your own account, and when sold you will not be charged commission on the sale.

In the event your item does not match the listing description you will be contacted by a member of our appraisal team.

Our team will calculate what we deem a fair revised price for the item given the newly appraised attributes.

You will have the opportunity to accept or decline the revised offer price.

The seller must also agree to proceed with the sale given the revised information and revised price.

Both you and the seller must accept the revised offer. In this event, the order will proceed at the revised price.

Any overpayment from your original purchase price will be refunded. If additional funds are required, you will be asked to pay the differential amount

If either party does not agree to the revised price, the order will be cancelled. You will be immediately refunded and the goods will be returned to the seller.

In the event your item has unannounced defects you will be contacted by a member of our appraisal team. Photos will be provided of said damage.

Minor damage will in most cases be repaired free of charge in our workshop before dispatch, this is at our discretion.

Major damage we have not been made aware of could be chargeable to the seller, you will not be charged.

In this instance you will given the option to accept or decline whether you are happy for us to carry out repairs on the item.

Should you not agree to the repair, the order will be refunded.

This is highly unlikely due to our delivery standards, however in the rare event of goods arriving damaged, please contact customer services in order to arrange delivery/collection, and immediate repair.

We do not hold any credit card information on our servers.

We ask that you supply us with your bank account number and sort code in order for us to arrange payments once you have sold an item.

Yes, you can close your account at any time. If you do so your listings will be removed from the website.