Frequently Asked Questions
Our friendly Customer Service team are passionate about jewellery and always on hand to be of help – if you don’t find the answers you’re looking for in the following FAQ, please feel free to contact us using the following options:
Ring our dedicated call centre on 0344 375 2525 and press 3. This line is open from 8am to 6pm, Monday through to Sunday.
Send us and email at: Contactus@tjc.co.uk
Write to us at:
PO Box 443,
We run two types of auctions - Falling Price Auctions and Rapid Drop Auctions.
In our Falling Price Auctions, you get to decide the price you want to pay. The price can be as low you like, because it’s like the reverse of a traditional auction in that the price will continue to fall until you decide to buy the item. If nobody buys it, the price will keep falling, but we suggest you don’t wait too long because there is strictly limited stock on showcase for these auctions, so once it’s gone, it’s gone.
With our Rapid Drop Auctions, we drop the price only once to our very lowest price bargain. It’s first come first served, so be quick to get your bid in and bag the item!
The quantity of each item is reduced every time a bid is received, but you will have nothing to lose from getting your bid in early to secure your purchase, since everybody pays the final lowest price - this could be as low as £1 or even FREE.
For example, if you’re the first bidder for an item which costs £50, you can relax in knowing that you will pay the final lowest price of the last item to be ‘Sold’. Remember, you are in the running against other Television and Website bidders, so the only way you can really lose is if you don't bid!
To buy from our website, the first thing you need to do is register with us. Simply provide your email address plus a few minor personal details and you will receive a pin number. It's free to register with TJC and there’s no obligation to make a purchase.
Yes, you will automatically receive a confirmation email from us after you’ve placed an order. It will list your order number and confirm the item(s) that you’ve successfully purchased.
Each individual order will have a separate order number which will also allow you to track your order.
To bid by telephone, simply give us a call from a landline or a registered mobile phone. Please call our Customer Services Team to register beforehand on 0344 375 2525 (press 3 to register).
For security reasons, we cannot accept bids from withheld numbers.
When you see an item you want to purchase:
- Dial the number on screen, 0844 375 4444 (Freephone)
- Press # to bid
- Choose size/colour options if applicable
- Hold to speak to our UK call centre
Your call is charged at the same rate as a local call. Full copy of the Terms & Conditions are available on this website or upon request from our Customer Service Centre.
This service gives you a faster way of placing your orders. Once registered you can place all your orders by keying information via your telephone keypad, instead of waiting to talk to one of our Customer Care team.
Please don’t forget to register your contact number with us before using the Automated Ordering service as you will then be provided with a 4-digit PIN number which you’ll need to complete your order. In addition have your credit/debit card to hand.
When you see an item you want to purchase:
- Dial the number on screen, 0844 375 4444 (Freephone)
- Press # to bid
- Choose size/colour options if applicable
After your bid, select the option for the TJC Automated Ordering Service and then follow the simple instructions to complete your order.
Once your order has been placed using this service, you will be given an order number and a few last instructions to keep you up to speed.
While we generally feature the same products again at a later date, there is no guarantee that you will see it again or at the same price.
We must also advise that the high volume of online and telephone bidders means our pieces often fly off the shelves, so if you see something that you think is a ‘must-have’, it’s best to place your bid before someone else does!
This perk means we will take the lowest priced item in the promotion and cost it at zero on your invoice.
You now have the power to access your order history and track your orders! Click Order Tracking in the top right hand corner of the web browser. Enter your Sales Order Number and Surname and click Track.
We allow payment using any of the major credit or debit cards (including American Express). The bid price on screen includes VAT at the UK rate.
When paying for goods with your card, we require your Credit/Debit Card Number, Expiry Date, Start Date, Card Type, Card Holders Name and Security Code.
Rest assured that your credit card details will be fully encrypted to keep them completely secure. We further promise that we will not pass on your information to any third party.
Your card will be charged within 24 hours of placing your order.
Once you’ve finished shopping, continue to the Payment Details page of the checkout process. You will be redirected to the Secure Checkout Page, here you can choose to add a new card or simply pay with your already registered card.
To enter a promotional code, continue to the Payment Details page of the checkout process. Under Order Summary, click the check box I have a Discount Voucher/Groupon Code. Enter your code into the Enter Your Discount Code text box and click Apply.
BudgetPay is TJC’s split payment system. It means that you can spread the cost of your new items into three easy monthly instalments - all completely interest free. When you order you'll make your first payment, along with any Postage & Packaging costs. Then there's no waiting around, your product will be dispatched for you to enjoy straightaway.
When you’re shopping from live TV auctions, the presenters will indicate which items are eligible for BudgetPay, so please look out for the BudgetPay logo which will be shown alongside the item’s price. You will also be given the BudgetPay payment option when ordering an eligible item through the automated phone system on 0800 298 4444. The BudgetPay option is not currently available through the website catalogue at all and in addition not through Live TV purchases online .
BudgetPay instalments must be paid with a credit or debit card. We take payment of the first instalment and postage and packaging when you place your order and then subsequent instalments will be taken automatically from the same card until the order is paid in full.
To use BudgetPay, your credit or debit card must be valid for longer than 3 months following the date of your order. Please note: If the credit or debit card you used to pay your BudgetPay instalments is lost, stolen or cancelled, you must contact Customer Services so that we can update your BudgetPay account with your new card details.
TJC may provide an instalment amount that differs from the amount you were expecting. If you have purchased more than one item and applied a discount code, the discount will be applied and divided between all of the items on your order. Instalments will be calculated on the final basket price.
When your order cannot be split equally over three instalments, we will always add the extra amount to the first instalment.
Yes. If your credit card is lost or stolen or you simply wish to change your details, you can call our Customer Services department, so that we can update your BudgetPay account with your new card details.
Once your order has shipped, you can pay the total remaining instalment balance at any time by contacting our Customer Service Department.
BudgetPay can only be applied to eligible items and must be selected at the time of placing the order before the payment has been processed and the purchase has been made. We cannot apply BudgetPay to an order after it has been placed.
We understand that sometimes mistakes happen. If we attempt to take a payment and your bank declines it, we will contact you to let you know that there is an issue. We will then attempt to take payment again within 14 days after the original instalment date.
If your card is declined a second time, we will add an administration charge of £15.00 plus VAT to your outstanding balance payable immediately, along with your missed instalment.
We will attempt to collect an instalment three times before escalating the requirement of the missing funds over to a debt collection agency. On the third attempt, we will add a second administration charge of £15.00 plus VAT to your account if this also fails.
At this point all remaining funds required for full settlement of the outstanding balance for your items (comprising the missed instalments and any future instalments) will be payable immediately in full, together with the combined missed payment administration fees of £30 plus VAT.
A debt collection agency will be instructed to recover these amounts from you and they will add additional administrative charges to the outstanding debt. Failure to settle the account with the debt collection agency may result in legal action being taken against you and any legal fees and costs added to your outstanding debt.
If you need to return an item, we will refund your card for the exact amount that you have paid so far for that item excluding Postage & Packaging. If your order included more than one BudgetPay item and you still have further instalments remaining to pay, then we will adjust your schedule accordingly and notify you of your updated balance and payment schedule in writing by letter. Your statutory rights are not affected.
TJC Easy Beauty
- Free P&P on subscribed product
- Never run out of your staple beauty products – this is an automatic replenishment subscription service
- Subscription may be cancelled at any time
- Customer needs to call customer care and speak to an agent to activate their subscription – cannot be done online or via IVR
- Subscription only through callcenter after processing bids or customer care while after booking fixed price order.
- Customer’s Card will be charged and fulfilled automatically on subscription date based on stock availability.
- Price charged for next order will be either price offered while booking subscription or last TV sold price whichever lower.
- 48 hours tracked delivery and other same day orders of an customer will be clubbed with subscription product.
- Subscription NOT available for ROI customer. This will be revised in future as per the shipping service availability.
- No change required in return and refunds.
- Only standard shipping will be available as delivery option.
- All subscription will be shipped on 1st of every month. - If customer had opted just before 15th of the month than will receive next subscription on 1st of the coming month. - If customer had opted after 15th of the month than will receive next subscription on 1st of next to coming month.
- Subscription length will be fixed for a year but Frequency will be every month, every 3 months, every 6 months, every 12 months.
- No change in frequency allowed.
- Customer will be able to change card used for subscription.
V12 Finance Options
Finance is available on website orders of £200 or more. You'll need to be:
- Aged 18 years or older
- A UK resident for 3 years or more/Permanent UK resident
- Able to make regular repayments by Direct Debit
- In regular employment (minimum of 16 hours per week) including self-employment, or in a permanent residence with your spouse/partner who's in regular employment*
- Have a debit card or credit card in your name and registered to your address and have a bank or building society current account
Other conditions may apply and we cannot guarantee that your application will be accepted. * If you are retired and receive a pension, or registered disabled and unable to work, V12 Retail Finance may ask for proof of sufficient income.
You should get an instant answer on whether your application for finance has been successful. In some cases, V12 – our 3rd party financial services provider - will need to look at the application in more detail before making their decision.
All you need to do is fill out the online form at the payment stage and add an electronic signature. It's important you use your full name and address details and make sure everything is spelt correctly.
Please note, this is an online only finance option. If your application is successful, you'll be asked to verify your identity and pay the 5% fee against a credit or debit card that you own. This helps protect fraudulent finance contracts. The details are used to verify your address as well as take your 5% fee.
Applications may not be accepted for a number of reasons, including mis-typed information, or not meeting the specified requirements. Please note that other conditions may apply and we cannot guarantee that your application will be accepted. If your application isn't successful, you can still purchase the item in full with a valid credit or debit card. If your application is declined, it’s usually for one of the following reasons:
- you do not meet the eligibility criteria
- adverse credit reference agency information
- your credit score
- you are considered to be overcommitted financially
- your existing account performance with other lenders
If you wish to appeal the decision made by V12, it’s advised that you obtain an up to date copy of your credit report before appealing directly to V12. Due to data protection, all customer appeals must be email to email@example.com or for more advice, call V12 on 02920 468916.
A little bit about V12 RetailFinance, our 3rd party financial services provider We've teamed up with V12 Retail Finance Limited ("V12") to offer you a flexible and affordable option to pay on finance. V12 is the UK's only specialist provider of Retail Point of Sale Credit, providing finance options for more than 20 years through its industry leading online paperless processing system. If your application is successful, you will enter into a Credit Agreement with Secure Trust Bank Plc (V12's parent company) which will be administered by V12. V12 is authorised and regulated by the Financial Conduct Authority. Secure Trust Bank Plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 204550.
Postage and Packaging fees for Standard Delivery will be clearly displayed against each item when presented on our TV channels or website checkout section.
Delivery charges can vary depending on the product(s), but regardless of how many items you buy in any one day (defined as 00:00 to 00:00), the maximum you will ever be charged for Standard Delivery is £4.95 for 2 or more items (£2.95 for one item).
You also have the option of choosing our speedy Fast Track service, which also costs £4.95.
Your order will be delivered to the address provided by you, either via Royal Mail or courier (depending on the products you’ve bought).
TJC can only take orders for delivery to the UK mainland, Northern Ireland and the Republic of Ireland. We are happy to accept orders made by customers from other countries, provided you have a UK Credit/Debit card and we can post to a UK address.
If you order more than one product in a day, we will try to group them into one delivery but this also depends on the items you’ve chosen. If we do deliver your products separately, you will NOT be charged additional delivery fees, or for more than the maximum daily Standard Delivery charge of £4.95.
In some instances, you may be asked to sign for your delivery or provide ID and a signature. If you’re out, the courier may attempt to post the item through your letter box, depending on the package size and value. In other cases, the courier will leave a card with their contact details so you can arrange a more suitable delivery time.
We can also in most instances deliver your order to an alternative address to your registered membership address. This alternative address can only be provided to us when ordering by phone and speaking to a member of our Customer Service Team, or through our website checkout process.
Please be advised that it is not possible for us to deliver products within the same order to alternative delivery addresses, and first time orders can only be delivered to the billing address which is registered to your TJC account.
For full details on Delivery Terms & Conditions, please view our Deliveries & Returns page.
Our Standard Delivery time to the UK Mainland is 3 to 5 working days (after authorisation of your Credit/Debit card).
Deliveries to non-UK Mainland, Northern Ireland, The Islands and the Republic of Ireland may take a further 2 to 3 working days.
We also offer a speedy Fast Track UK Mainland postage service, which will see your delivery winging its way to your doorstep within 2 working days of payment receipt.
Unless otherwise advised, items marked as 'Pre-order' will be delivered within 8 to 14 working days after we receive payment. You can also choose our Fast Track service for your pre-ordered items - they will be delivered within this time frame, but using an expedited service.
For full details on Delivery Terms & Conditions, please view our Deliveries & Returns page.
We'll deliver your items to the address you provided us when placing your order. Depending on the package size and value of the stock you’ve chosen, you might be asked to sign for the goods. If you happen to be out, the courier may attempt to deliver your package through your letter box, or alternatively they will leave a calling card with their contact details so you can arrange a more suitable delivery time.
All orders are subject to stock availability. Where you have ordered several products and not all are in stock, we may send you the products which are available, then send the remainder of your order as soon as the items are back in stock.
If certain goods happen to be out of stock, we will contact you within 30 days from the day after your order was placed. If the items are due to come back in stock, we will propose a new delivery date to suit you, or if you prefer we may be able to provide equally tantalising substitute goods.
If we’ve received payment from you for items that are out of stock and you do not want to wait for them to become available or are not interested in our offer of substitute goods, we will refund your purchase within 7 days of receiving your go-ahead.
We know you will love your purchase from TJC, but just in case you are not entirely delighted with for any reason, simply follow the returns instructions provided when you received with your purchase. Just ensure that we receive it back to us within 30 days of the dispatch date to receive a full refund (including VAT).
The only exception on refunding items are those that have been personalised to your specification, such as resized rings (done through us or another jeweller).
Please note that we cannot accept returns of goods that have been personalised to your specification such as resized rings, by us or another jeweller.
For full details on Returns Terms & Conditions, please view our Deliveries & Returns page.
Please post your item to:
TJC LTD PO Box 443,
- Fill out our Returns Form (attached to your receipt) with your reason for return.
- Post us your Returns Form along with the item in the condition it was shipped in (including all packaging materials), within 30 days of the invoice date.
- If you return an item for refund that was part of a promotional offer, kindly return any free gift that was supplied as part of that promotion.
Yes please. We recommend you return your item via Royal Mail Special Delivery (or other similar tracked and insured delivery service) to ensure you have proof of postage and that your item is covered during transit. This is important since we will not be able to issue a refund for any items returned that are damaged or lost in shipment.
Provided that the item you returned is in original purchase condition and within its original packaging, the full price (including VAT) will be refunded to you within 30 days of the invoice date. Your money will be returned to the account that you made your purchase.
Bits and Bobs
To make it easy for everyone, we have standardised all of our ring sizes. Unless other wised stated at the time of sale on our TV channels or website, all ladies’ rings are UK size O, while all men’s fits are the standard UK size U.
Yes, that’s not a problem. We offer specialised ring resizing at TJC. For fees and instructions on going about this, please contact our Customer Care team by simply sending them an email at firstname.lastname@example.org.
When posting your ring for resizing, we recommend that you use Royal Mail or a similar insured service to ensure it is safely covered during transit..
To obtain a true value of your item, you will need to contact an independent consultant who is trained in gemstone valuation. Be advised however that a fully comprehensive valuation would usually require a jeweller to dismantle the item in order to calculate the carat weight and cuts of the gems that are not visible to the naked eye. This would invalidate your eligibility to return the product.
As a reputable supplier, certain pieces of jewellery we sell come with a ‘Certificate of Authenticity’. Depending on the product, this information can include details such as Shape, CTW, Cut, Colour, Dimensions, Count, Composition, Treatment, Gemstone Group, Setting, Product Type, Style, Length, Width, Weight, Closure Link, Material Type, Material Colour and Material Purity.
Since the auctions we run have a falling price format, we initially kick off with a randomised price which drops from there. The start price does not infer any market value or worth.
In 2003, leading organisations in the industry agreed on a program of self-regulation to complement the Kimberley Process, which was created by the Governments of countries involved in the diamond trade. The core of the program is a chain of warranties that follows rough diamonds, polished diamonds and jewellery containing diamonds through the supply chain to ensure they comes from legitimate sources.
We at TJC welcome and fully support this global system, as it’s designed to fight against the illegal traffic of ‘conflict diamonds’. Every product we sell containing diamonds is covered by the following guarantee:
"TJC only sells diamonds purchased from legitimate sources not involved in funding conflict and in compliance with United Nations resolutions. TJC hereby guarantees that the diamonds contained in all our products are certified to be from sources that are free from conflict, based on personal knowledge, and/or written guarantees provided by the supplier of these diamonds."
As a Trade Member of the program, we also continue to encourage other vendors of diamonds and diamond products to adhere to this Code of Practice.
For more information about the program and the diamond trade, see www.diamondfacts.org. Finally, rest assured that TJC internally grade diamonds for clarity and colour if they have not been independently certified.
Shopper Discounts & Rewards is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers. You may be offered the chance to join the Shopper Discounts & Rewards programme after you complete an online purchase through TJC.
As a Shopper Discounts & Rewards member, you can claim an initial cashback reward and monthly bonuses, can earn 10% cashback at over 650 online stores, and get up to 20% off popular gift cards. For people who shop online regularly, this can equate to savings of hundreds of pounds each year!
The first 30 days of membership are free so that you can try the programme, after which there is a monthly fee. You can cancel your membership at any time. It’s easy to contact Shopper Discounts & Rewards if you have any questions regarding your membership. Call 0800 731 9935 (freephone from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm or send an email to email@example.com anytime.
The text shopperdisc.co.uk will appear on your bank statement if you are a member of the Shopper Discounts & Rewards programme.
Membership is free for the first 30 days, after which there is a monthly fee. As a member of Shopper Discounts & Rewards, you have access to cashback deals at over 650 online retailers.
On top of this, you get up to 20% off gift cards and you can claim a monthly membership bonus when you shop online. You’re free to cancel your membership at any time, so feel free to get in touch with any questions.
Visit the website at www.shopperdiscountsandrewards.co.uk Call Shopper Discounts & Rewards on 0800 731 9935 (freephone from UK landlines), open Mon-Fri 8am - 8pm and Saturday 9am - 4pm. Email firstname.lastname@example.org anytime or complete this online contact form.
You can contact Shopper Discounts & Rewards if you have any questions regarding your membership; the dedicated Shopper Discounts & Rewards customer service team is ready to help with all member enquiries.
The contact details for the Shopper Discounts & Rewards customer service team are: Email: email@example.com Call Shopper Discounts & Rewards on 0800 731 9935 (freephone from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm or visit the website www.shopperdiscountsandrewards.co.uk for more information.
Alternatively, you can complete this online contact form.
Unless specifically marked as 'Natural', our gemstones may be treated to enhance their beauty. Such treatments are usual practise and comply with CIBJO guidelines as well as industry standards. If you’d like any further information on possible treatments performed and any special care requirements for a particular jewellery item, simply send us an email at Contactus@tjc.co.uk
Here at TJC, we fully support the Kimberley Process and require all of our trade suppliers of diamonds to do the same.
We work hard to ensure, wherever possible, we identify the source of the items that we sell.
We’re committed to responsible sourcing through vertical integration into our supply chain and have been in the gemstone sourcing and jewellery making business for over thirty years now within the VGL group of companies.
Customers Who Live in the Republic Of Ireland
To bid by telephone, simply give us a call from a landline or registered mobile phone. For security reasons, we cannot accept bids from withheld numbers. If you would like to bid from a mobile, please call our Customer Services Team to register beforehand, on 1520 99 95 95.
When you see an item you fancy, call 1520 99 94 94, then press # on your telephone keypad to start bidding. Your call will be charged at €0.15 per minute, while calls from mobiles and other networks may cost more.
View our full Terms & Conditions, or alternatively you can request them from our dedicated Customer Service Centre.
Your credit card company will use their current exchange rate at the time of the transaction to convert your Pound Sterling bid amount into Euros. When you view your Credit card bill, it will show the cost in pounds, the exchange rate and the charge to you in Euros.
All deliveries should reach you within 5-7 working days.