F.A.Q

I can’t find an item online.  Unfortunately, some items will be out of stock or be removed from the website altogether if discontinued. However, if you call our order line on 0131 229 6767, one of our team will be able to confirm the status of the product. Please be advised that our Customer Care team cannot tell you the exact date an item will be back in stock, but are happy to offer you an estimated delivery time and will place the item on a back order for you.

I need more information about a product.  We include as much information as possible about a product on the website page itself. Usually more detailed information can be offered if you email us or call us on the order line. Please remember to provide the name and code of the product you need more information on and one of our team will aim to answer your query as quickly as possible.

Payment Options.  We accept Visa, Visa Electron, Maestro, Switch, Solo, Delta, MasterCard and American Express.  All prices are inclusive of VAT (where applicable) at the rate appropriate to the country of receipt, where within the EU, and are correct at the time of entering the information on to the system. The total cost of the order is the price of the products ordered plus the delivery charge.

Can I change my order?  Once your order has been confirmed, it is only possible to change it prior to dispatch.

Can I cancel my order?  Once your order has been confirmed, it is only possible to cancel it prior to dispatch.

My order is a gift for someone. Can I add a message to it?  Yes we do provide a gift tag service to customers purchasing jewellery as gifts. You will be prompted to write your message.

My order is a gift for someone at a different address.  We can send your items to your desired recipient. Your dispatch note will be sent to you separately upon dispatch. Please remember to check the destination address and provide as much detail as possible.

Can I have my order gift-wrapped?  Each item you order from Ocean is sent to you enclosed in a complimentary, exclusive gift box at no extra charge, meaning a hassle free way of sending the perfect gift.

Where is my order?  Standard Delivery Orders.  We aim to deliver Standard Delivery orders within 2-3 working days, but there may be a slightly longer delivery period during busy periods such as Christmas and Sale times.  Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service which is charged at £5.00. Next Day orders placed Friday are delivered Monday and Next Day orders placed Saturday are delivered Tuesday.  For destinations outside the UK you will have to allow a certain amount of additional days for delivery.  Charge for worldwide delivery is £7.00.  Please note that all parcels require a signature upon delivery.

I’m not going to be in when you deliver my parcel. What will happen?  The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain the parcel. Alternatively, you may wish to provide an alternative delivery address at the time of order, for instance a work address. However, please try to be as detailed as possible with the address to ensure safe delivery of your parcel.

How do I return an item?  If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition with in 7 working days of receipt. We will issue a full refund on receipt or if you prefer, will exchange the item for you. All returns can be sent to: Ocean Jewellery, 39 Lothian Road, Edinburgh, EH1 2DJ. 

The item I ordered is faulty.  If an item you have received appears to be faulty please return it as soon as possible and we will either exchange it or credit you with a refund.  

I received the wrong item.  If the item you received is not what you originally ordered please contact us as soon as possible to have the item exchanged.

How long will it take to refund me?  All refunds are credited to the same card with which you made your original purchase. Before contacting us please take note of the timescales required to process a refund: Please allow 1 working day from RECEIPT of a return for us to process a refund.  Once your refund has been initiated please allow 3 working days for it to reach your account. This time frame is dictated by your card issuer and is outside of our control but we will process your refund immediately upon receipt of your return.

When will I receive my replacement?  Before contacting us please take note of the timescales required to process an exchange.  Please allow 1 working day from RECEIPT of a return for us to process an exchange. Once the exchange has been processed please allow up to 3 working days for your item(s) to be delivered to you. Please note that exchange and refund requests can take up to 5 working days from the date of posting to get to us.

Part of my order is missing.  If you have received you order and an item is missing, please click here to contact customer care quoting your order number and the missing item and any information relating to the parcel your delivery came in and they will investigate the matter further.

Why have you not refunded the delivery charge?  Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.

You have refunded me the wrong amount.  It is very rare for refunds to be incorrect. However, if you feel that you have been refunded the wrong amount, please contact us with your order amount and we will be happy to assist you.

I have sent an item back for an exchange and have been charged again.  Due to our refunds and exchange system it is important to note the following.  When an item is returned for an exchange very often that item is refunded to the original card you paid with and the new item is re-charged upon dispatch. This is so that our stock levels are consistently maintained.  However, if you have requested a different size of the same item, you will receive another dispatch note, but this is for packing purposes and does not mean that you have been charged.  For example: If you purchase a ring at £20.00 and return it to us requesting a bracelet at £30.00 then your original £20.00 would be refunded to your card first and the £30.00 would be charged for the new item upon dispatch.

Can you confirm you have received my return?  If you specifically request us to contact you when we receive your parcel (on your returns form or in a note) we will be happy to do so.  Please note that we usually process a refund or exchange with in 1 working day of receipt of your return, so please allow enough time for it to reach us at our shop.  If you have returned your items to us more than 7 working days ago, please contact us and we will be happy to assist you.

Can I contact you by phone?  Yes. Our customer order and enquiry line is: 0131 229 6767. Lines are open from 10am until 6pm Monday to Friday and from 10am until 5.30pm on Saturday.  Should you need to contact us, one of our assistants will be happy to assist you with any queries you may have.

Do you have a shop?  Yes we do have a shop at 39 Lothian Road Edinburgh where all our jewellery can be seen.  The website offers a small selection of the collections we hold.

Product Information.  We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.  All sizes and measurements are approximate, however we do make every effort to ensure they are as accurate as possible. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system.  Prices are subject to change without notice. Prices are inclusive of VAT (where applicable). Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

Jewellery Care

What is Sterling Silver?  Sterling silver is a metal containing at least 92.5% silver. This is the legal standard of purity set by the assay offices in Britain and used for most silver jewellery throughout the world. It means that the metal used is of a specific quality. Pure silver is never used, as it is too soft to be practical. Sterling silver will tarnish with time and wear. To take care of your sterling silver jewellery, polish it frequently with a soft dry cloth to avoid tarnish (do not use silver dip). Ideally, use the specially impregnated silver polishing cloth to ensure that your jewellery continues to retain its original lustre and shine.
To bring back sparkle from faceted gemstones use warm water, washing up liquid and a soft toothbrush. Soak and brush inside the back of the setting and rinse.
We suggest that you avoid contact with chemicals, perfume, hairspray and deodorant with all our products.  Our products are guaranteed against manufacturing faults, but not misuse. To maintain the condition of your jewellery remove when showering, swimming or when undertaking manual or domestic work.