Help & Support

Email Support

Support Email

sales@staxxjewellery.com

Check our most frequently asked questions here, if you still need help then please contact our support staff at sales@staxxjewellery.com

My Account

To create a Staxx account, navigate to our registration page. You will be asked to sign up with a valid email address and create a password. Once complete, you will receive an email to verify your account. 

You can update your account information at any time by logging in and clicking My Account on the top right corner of any page on our website. From your account page, you will be able to access your information.

If you need to reset your password, please navigate to our login page and enter your email address to receive a password reset email. 

Product Care & Sizing

We recommend keeping your jewellery away from perspiration, water, perfume, and cosmetics. This is especially important for our gold-plated pieces, which are more prone to oxidation. We also suggest removing your jewellery before sleeping, showering, bathing, swimming, or engaging in any other activities that cause friction or contact with moisture. 

When you are not wearing your jewellery, we encourage you to store it in your original Staxx box (and keep it in a cool, dry spot) to maintain luster and prolong its life. If you need to clean your jewellery, only use non-abrasive cotton or microfiber cloth. For more details, check out our jewellery care page. 

Determine your rings size with our ring size guide and size recommender. 

You can add yourself to a waitlist for a sold out product by navigating to the product page and clicking the “Notify Me When Available” button. We will send you an email notification as soon as the product is available for purchase again. 

If the product you are looking for is no longer on our website, it means this style is retired and we do not have plans to restock it. 

Orders & Payments

We accept payment via credit card, debit card, Amazon Pay, Paypal, Clearpay and Klarna. We may also accept additional payment methods depending on which country you are shopping from. Any available payment methods will be displayed on our checkout page. If you do not see a specific payment method listed on the checkout page, it means we do not accept that payment method. 

At this time, we are unable to split payment between multiple payment methods and we do not offer cash on delivery (COD). 

Domestic Orders (within United Kingdom) 

All orders are despatched from the UK so all domestic orders are void of any import duties or taxes.

International Orders

There are no additional fees or charges on international orders from staxxjewellery.com. All international orders (any orders shipped outside the United Kingdom) will be checked out through Global-E, our international shipping partner, and are subject to customs duties and taxes. These duties and taxes, which are calculated by Global-E, are included into the price of our products if you are shopping from outside the UK. So the price you see is the price you pay with no hidden extra charges at checkout or on delivery.

We assure you that your payment information is always safe when you order from Staxx. Our website incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer (SSL) for all financial transactions. 

You can apply a discount code or to your order on our checkout page. Enter the discount code in the field labeled “discount code” (be sure to click “Apply” before proceeding to the next page). Please note we can only honor one discount code per order. 

We do not offer complimentary gift wrapping services at this time, but we do deliver all orders in our luxury and sustainable custom packaging you can see on any product page. There is no packing slip or receipt included in any of our packaging, so there will be no indication of any prices to your gift recipient. 

We are unable to make changes or cancel orders once they have been placed. Our team works quickly to fulfill orders so we can get your jewellery to you as soon as possible. If you have entered an incorrect shipping address or have questions about the status of your order, please contact us immediately by live chat or send an email to sales@staxxjewellery.com. We will do our best to accommodate your request, but we cannot make any guarantees. 

Last Chance items are leaving our shelves soon, and they will not be back! As the name suggests, this is your last chance to shop these styles before we make room for new designs. Last Chance items are final sale, and cannot be returned. 

Klarna

Klarna is a service that allows us to offer our customers the ability to buy now and pay later, in four equal payments made every two weeks without any interest. 

IN COOPERATION WITH KLARNA BANK AB (PUBL), SVEAVÄGEN 46, 111 34 STOCKHOLM, SWEDEN, WE OFFER YOU THE FOLLOWING PAYMENT METHODS. PAYMENT IS TO BE MADE TO KLARNA.

• Pay in [14] days: The payment period is 14 days from shipment of the goods or tickets/ availability date of the service. You can find the complete terms and conditions for the markets where this payment method is available here: United Kingdom, Germany, Sweden, Norway, Denmark, Finland, Austria, Switzerlandand the Netherlands.

• Direct bank transfer: Available in Germany, Austria, Belgium, Italy, Spain, Poland and the Netherlands. Your account will be debited directly after placement of your order.

• Direct Debit: Your account will be debited after shipment of the goods or tickets/ availability date of the service or in case of a subscription in accordance with the timelines communicated. You will be notified about the date(s) by email.

• Card Payments: Available in Sweden, Germany and Austria. The amount will be reserved on your card and will be debited after shipment of the goods or tickets/ availability date of the service. In case of a subscription the amount will be debited in accordance with the timelines communicated.

The payment methods Pay in [14] days, Slice It and direct debit are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. General information about Klarna and the user terms per country can be found on klarna.com. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

If Klarna is available in your country, it will appear as a featured payment option on our checkout page. To use Klarna, shop through our website and check out as usual. When selecting your payment method, choose Klarna. You will be directed to the Klarna website and asked to log in (or register if you’re a first-time user). After confirming your payment details, you will be able to complete your order. 

Payments through Klarna are scheduled every two weeks. To avoid missing a payment, we suggest downloading the Klarna app here to receive notifications and reminders of your upcoming payments. 

If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Follow this link to the Klarna website for more information. 

When you choose to pay later with four interest-free installments, Klarna may perform a soft credit check. This type of credit check will not impact your credit score. 

All refunds will be issued once the original product has been received by our team. Your refund will be processed to the original payment method. Refunds can take 5–10 business days to appear on your statement. Payment by installments can be processed differently, depending on your payment schedule, how much you have paid before returning your order, and if you have requested a full or partial refund. Please note you may be asked to continue making payments. For more information, visit klarna.com/us/customer-service/. 

All refunds will be issued once the original product has been received by our team. Your refund will be processed to the original payment method. Refunds can take 5-10 business days to appear on your statement.

Payment by installments can be processed differently, depending on your payment schedule, how much you have paid before returning your order, and if you have requested a full or partial refund. Please note you may be asked to continue making payments. For more information, visit klarna.com/us/customer-service/. 

Visit the Klarna website here for a comprehensive list of FAQs and view Klarna’s Privacy Policy here. If you have a question about your Klarna account, please contact the Klarna Customer Service Team directly for further assistance. 

Shipping & Tracking

We ship all orders from the Untied Kingdom. Please note we do not have any store locations, and cannot facilitate pick-ups or customer support in person at this time.

We currently ship everywhere in the United Kingdom, as well as over 200 countries worldwide. To find out if we ship to your country, scroll down to the bottom of our homepage and click on the flag icon. If your country is listed in the drop-down menu, you can select it to view the site in your currency. If your country is not listed, we do not ship there yet (but hope to in the future). If the flag icon is not appearing, we recommend checking to make sure you are using Google Chrome as your browser. 

Domestic (within the United Kingdom)

We offer FREE Royal Mail Tracked 48 on all orders over £50 (2-4 business days) on all domestic orders. Standard Royal Mail Tracked 48 on orders below £50 for £4.99. For faster delivery, you can select Next Day Delivery by 1pm (on orders placed before 10am) for £8.99.

 

 

International

We offer free international shipping using DHL Express (3–5 business days) for orders above a certain threshold, which is visible by country. For orders below this threshold, the cost of shipping can vary depending on the shipping location. We also offer standard international shipping (up to 15 business days) in select countries. All available shipping options and their associated costs will appear in your shopping cart and the checkout page ahead of placing your order. 

All shipping estimates (domestic and international) are approximate and listed in business days. Our team works quickly to fulfill orders so we can get your jewellery to you as soon as possible. Orders may take longer than expected to arrive based on inclement weather, holidays, and/or carrier delays, and this is out of our control. Please note business days do not include weekends or holidays.

Domestic (within the United Kingdom)

We despatch orders Monday through Friday. Tracking information will become available 1–2 business days after ordering. Orders placed with free Royal Mail Tracked 48 should arrive in 2–4 business days. Orders placed before 10am with Royal Mail Next Day Delivery by 1pm (at a cost of £7.99) should arrive the next business day by 1pm.

International

We despatch orders Monday through Friday. For orders placed using DHL Express, tracking information will become available 1–2 business days after ordering and delivery will follow in 3–5 business days. For orders placed using standard shipping, tracking information will become available 3–5 business days after ordering and delivery will follow within 15 business days. 

Returns

We accept returns within 30 days of the original purchase date for unworn and undamaged items. All returned jewelry must arrive in the condition it was received, along with the original tags and packaging. Failing to meet these requirements will result in a fee. Please note that all earrings, Last Chance and engraved items are final sale and cannot be returned. 

Domestic (within the United Kingdom)

To start your return, navigate to our Returns page and enter your order number and email then follow the steps to select your return item and the reason for returning. You will be given the option to receive a refund in store credit or to your original payment method. Upon receiving the return, our team will issue your refund. Please note all refunds take 5–10 business days to appear on your statement. Please note that unfortunately we cannot offer free returns.

International 

To start a return please email our team at sales@staxxjewellery.com for further instructions. The returns portal is only for domestic orders within the United Kingdom.

Domestic (within the United Kingdom) 

We accept gift returns within 30 days of the original purchase date for unworn and undamaged items. All returned jewellery must arrive in the condition it was received, along with the original packaging. Failing to meet these requirements will result in a fee or refusal of return. Please note that earrings and engraved items are final sale and cannot be returned. Gift returns are processed by issuing a Digital Gift Card to the gift recipient.

To start the process, please get in touch at sales@staxxjewellery.com You will need the original order number and post code.

International

We are not able to accept gift returns for international customers at this time. We are happy to accept a standard return that is in accordance with our return policy and issue a full refund to the original purchaser. 

We offer a 365-Day Warranty to replace or refund any jewellery that does not meet your expectations. If you are not 100% satisfied with your jewellery, reach out to us at sales@staxxjewellery.com with a photo and description of the issue and we will make things right for you. Please note that discoloration, oxidation, and tarnishing are all inherent and inevitable characteristics of plated jewellery that can occur over time. However, we stand behind our quality and believe that with proper care, your pieces should last. 

If you received a damaged or defective item, wrong item, or are missing an item from your order, contact us by live chat or send an email to sales@staxxjewellery.com. Our team will take car e of you. 

We are not responsible for lost or stolen packages after the shipping carrier has dropped them off at their destination. Sometimes shipping carriers will leave packages in hidden locations to prevent theft, or even preemptively mark orders as “Delivered”. While these decisions are out of our control, we suggest looking around the vicinity of the shipping address, checking with your neighbors, and waiting at least three business days to see if anything turns up. If you still have not received your package, you can contact us by live chat or send an email to sales@staxxjewellery.com and our team will do ou r best to further assist you.