Frequently Asked Questions
Click this link to apply for an account. You will need to provide your name, email address, and password.
Once your application has been accepted, you will be able to login to view the prices and availability of our catalogue.
As we are a trade-only business, the account creation process is not automatic so that we can ensure that we are not selling to the public.
While logged in, browse our products and add the ones that you like to your basket. If you do not have an account, you can apply for one here. You can view your basket at any time by clicking the icon on the top right corner of the screen.
When you are ready to place your order, on the basket page, click checkout. You will need to enter your shipping and billing information and choose a payment method. We accept credit cards and PayPal.
Review your order details and confirm your purchase. You will receive an email confirmation with your order number and tracking information.
All of our parcels are sent via Royal Mail using their Special Deilvery option to enable you to track your parcel’s progress. If you place your order before 12 pm on a business day, you should receive it on the next business day. If you place your order after 12 pm or on a weekend or holiday, you should receive it within two business days. Please note that delivery times may vary depending on your location and other factors beyond our control.
We do not have a postal collection on Mondays, so orders placed over the weekend or on a Monday will be sent on the following Tuesday.
Our minimum order requirement is £50.00, which excludes VAT and Postage.
We want you to be happy with your purchase, so we offer a 30-day return policy for any reason. If you are not satisfied with your jewellery, you can send it back to us in its original condition and packaging, and we will issue a full refund or exchange. If your jewellery has a manufacturing fault, you can return it within one year of purchase and we will repair or replace it for free. Please contact our customer service team to initiate a return or exchange and get more details on how to proceed.
Click here to view our full Returns Policy.
We offer a wide range of jewellery to suit your needs and budget. Our specialty is Handmade Chain which we offer in Sterling Silver and 9ct Gold, as our price and quality is unmatched in the market. We also sell earrings, pendants, hanging chain, bangles, findings and more. You can browse our catalogue online by clicking this link. If what you are looking for isn’t currently in our range, please contact us and we may be able to source this for you.
If you have any questions or concerns about your order, our products, or our policies, you can contact our customer service team by clicking this link. You can also email us at ken@wjsutton.co.uk or call us at 0121-604-5446. We will do our best to respond to your inquiry within 24 hours.
All of our jewellery products are made of high-quality materials and are Hallmarked to follow UK standards, meaning they are tested for purity and authenticity. Silver goods above 7.8 grams and gold items above 1 gram are hallmarked by the Birmingham Assay Office. You can find the hallmark on the back or inside of the jewellery piece. The hallmark indicates the metal type, purity, maker’s mark, and year of manufacture.
We also have long standing relationships with our suppliers, who are carefully selected for their reputation and reliability. We only source our jewellery products from reputable manufacturers who follow ethical and environmental standards. We also inspect the shipments that we receive to ensure that the products match our expectations and specifications.
By following these strict quality control measures, we ensure that you receive only the best and most authentic jewellery products from us.
We don’t have a fixed schedule for releasing new collections, but we are always listening to our customers and their feedback. Whenever we see a demand for a certain product or style, we try to introduce something that meets your needs and preferences. You can follow us on social media or subscribe to our newsletter to get updates on our latest arrivals and promotions.
We do not offer custom designs at this time. However, we have a wide range of products that suit different tastes and occasions. You can also mix and match our jewellery pieces to create your own unique look.
We offer repair services for products that we sell, depending on the fault and availability of parts. If we cannot repair your product, we may offer you a replacement or a refund. Please contact us with your order number and a description of the problem to request a repair service.
We do not offer repairs or modifications (including but not limited to extending, refinishing or shortening) for any items not originally purchased from W J Sutton Ltd. We only offer repairs or extensions on pieces purchased from W J Sutton Ltd. If we are sent items from another supplier, customers are responsible for their own return postage. Thank you for your cooperation.
We do not offer dropshipping services for our products. Dropshipping is when the seller outsources the orders and shipments to a third-party supplier. This can lead to lower quality and longer delivery times for the customers. We care about our customers and want to give them the best products and service we can. That is why we handle all our orders and shipments ourselves, making sure every product meets our standards and arrives on time. We hope you understand our choice and thank you for your support.
To care for your jewellery products, store them separately in a dry place away from heat and light. Remove them before showering or using skin products. Clean them gently with a soft cloth or soap. This will keep them shiny and beautiful! For a more in-depth guide on jewellery care, click here.
Our necklaces and bracelets are designed with your safety in mind. For this reason, typically our chains are not soldered at the jump ring.
This is the industry standard to avoid serious injury if the jewellery was to get snagged in machinery. The abnormal pressure would cause the jump ring to snap and would free the wearer from harm.
However, if you prefer a more secure closure, we may be able to solder these items for you upon request for an additional fee. Just get in touch with us and we’ll be happy to help.