Frequently Asked Questions
Contact Support
How can I contact POUJE?
Our Client Care team is here to assist you with orders, deliveries, or jewellery enquiries.
Email: clientcare@pouje.com
Phone: +44 7833 411 428
Where are you based?
POUJE is a London-based jewellery brand.
Our registered business address is:
POUJE
53 Great Portland Street
London W1W 7LG
United Kingdom
Please note: This is a registered business address and is not open to the public. Returns or parcels should not be sent here without prior approval from our Client Care team.
What are your customer support hours?
Our Client Care team is available:
Monday to Friday
9:00 am – 5:00 pm (GMT)
How quickly will I receive a response?
We aim to respond within24 hours on business days.
Messages sent during weekends or public holidays are answered on the next working day.
Can I contact you through a form?
Yes. You may use our contact form and a member of our team will reply shortly.
For faster assistance, please include as much detail as possible about your enquiry or order.
What can you help me with?
We’re happy to assist with:
— Order updates
— Delivery enquiries
— Returns and repairs
— Product questions
— General support
Shipping & Delivery
Where do you ship from?
All POUJE pieces are carefully prepared and shipped from London, United Kingdom.
Where do you ship?
At the moment, POUJE delivers exclusively within the United Kingdom.
Do you offer free shipping?
Yes. We offer complimentary shipping on all UK orders, with no minimum spend required.
Which courier do you use?
All orders are shipped via Royal Mail Special Delivery Guaranteed by 1pm — a highly secure service designed for valuable items.
This service includes:
- Full end-to-end tracking
- Signature on delivery
- Secure transit insurance
How long does it take to make my jewellery?
Each piece is handcrafted to order.
Preparation time is typically 5–10 working days, depending on design complexity and current demand.
Estimated dispatch times are shown on the product page and confirmed via email after purchase.
How long does delivery take after dispatch?
Once dispatched, delivery typically takes:
Next working day by 1pm (Monday to Friday) via Royal Mail Special Delivery.
Will I receive tracking information?
Yes. You will receive a tracking link by email as soon as your jewellery has been dispatched.
Is my jewellery insured during delivery?
Yes. All shipments are fully insured during transit for your peace of mind.
Do I need to sign for delivery?
Yes. A signature is required upon delivery to ensure your jewellery arrives safely.
How is the jewellery packaged?
All pieces are sent in elegant, discreet packaging to ensure both presentation and security.
What should I do if there is a delivery issue?
If you experience any issues with delivery, please contact us as soon as possible at:
We will resolve the matter quickly with Royal Mail.
Do you ship internationally?
Currently, we ship within the United Kingdom only.
Returns & Refunds
How long do I have to return my order?
You may request a return within14 days of delivery.
What condition must the item be in?
Returned jewellery must be:
— Unworn
— In original packaging
— Without visible signs of damage
For hygiene reasons, worn items cannot be accepted.
How do I start a return?
Please email clientcare@pouje.com with:
— Your order number
— The reason for return
Our team will guide you through the next steps.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility, unless:
— The item arrived damaged
— There is a manufacturing fault
In those cases, we cover the return shipping.
When will I receive my refund?
Once your return is received and inspected, refunds are processed within5–10 business daysto your original payment method.
Are shipping costs refundable?
Shipping fees are non-refundable unless the return is due to our error.
Do you offer exchanges?
We do not offer direct exchanges.
If you would like a different piece, please place a new order.
Do you offer repairs?
Yes. If your jewellery develops a manufacturing defect within 30 days, we offer:
— Free repair
— Replacement if repair is not possible
This does not cover accidental damage or normal wear.
Can I return worn jewellery?
For hygiene and quality reasons, we cannot accept returns on worn items.
Payments
What payment methods do you accept?
We accept major credit and debit cards including Visa, Mastercard, American Express, JCB, Discover, and Diners Club International.
We also support Apple Pay and Google Pay for faster checkout.
Is payment secure?
Yes. All payments are processed using secure SSL encryption to protect your information.
We do not store your full card details.
What currency do you charge in?
All transactions are processed in British Pounds (GBP).
Prices are displayed in GBP and include applicable taxes where required by law.
When will I be charged?
Your payment is processed immediately after placing your order.
Will I receive a payment confirmation?
Yes. You will receive an order confirmation email with full details immediately after successful payment.
Who can I contact if I have a payment issue?
If you need assistance, our Client Care team is here to help.
Email: clientcare@pouje.com
Phone: +44 7833 411 428
Business Hours: Monday–Friday, 9:00 am – 5:00 pm (GMT)
