Help & FAQs

I have sent an email about my order and I'm waiting on a reply?

We strive to reply to any emails we receive as quickly as possible.  In the event you haven't received a reply from us in 24 hours (reply times can be up to 48 hours over the weekend or up to 72 hours for any bank holiday closures), your email might not have reached us. Please resend again or get in touch with us via phone on 028 295 40247 and press option 3 for the website department.  Please check your spam folder, and add us ( to your address book for any future correspondence.


I have filled in the 'contact us' form and I'm waiting on a reply?

Again we strive to respond to any enquiries from our 'contact us' forms promptly. If you haven't yet received a response (check the estimated reply times in the section above) please check your spam folder, as it is possible that any links to eg. products that we have responded with have moved it to the spam inbox. Please add us ( to your address book for any future correspondence. 

I have placed an order and it has been refunded without any correspondence.

Please rest assured that we will always send an email before cancelling and refunding an order. In the unlikely event that we are unable to fulfil your order, we will always send an email to the email address provided on your order to inform you. Please check your spam folder and that the email address you provided us with is correct.

Why has my card payment failed?

If your order has failed (will not go through) this is an issue with the card you are using. This means payment was failed or was declined (unpaid) or requires authentication (SCA).


What payment methods are available?

You can pay for your order via Stripe, Paypal or Klarna.


I want to return something?

You can find our Returns Policy here. Please note, regarding earrings, as of 7/9/23, we are happy to announce that earrings can now be safely returned to us IF the seal on the sealed bag remains unopened. Any evidence that the seal has been tampered with or opened and we will not be able to accept your return due to health & hygiene reasons.


How long does it take to process a refund?

A refund can take up to two working days to process and take approximately 5 -10 working days to be received into your bank account, depending on the bank.


What are your shipping options?

NI & rest of UK with Royal Mail Tracked 48 services:

£3.99 – Royal Mail Tracked 24 (1-3 working days once dispatched)

£2.99 – Royal Mail Tracked 48 (3-5 working days once dispatched)

Free delivery over £30 – Royal Mail 24 or 48


How long will my order take to arrive?

Royal Mail Tracked 24 (1-3 working days once dispatched)

Royal Mail Tracked 48 (3-5 working days once dispatched)

NB: Please note that these are estimations.

We aim to dispatch orders within 1-2 working days.

  • Orders placed before 2pm on weekdays (Monday – Friday) will be dispatched that afternoon.
  • Orders placed on the weekend (Friday after 2pm – Sunday) will be dispatched on Mondays.
  • Orders placed during Bank Holidays when the McCloys store is closed will be processed on the next working day.

Please allow extra time when shopping around bank holiday periods. We will regularly update expected dispatch & delivery times during such times.

All of our orders are sent with tracking updates, please ensure you have provided the correct details for Royal Mail to keep you updated.


Where do you ship to?

We currently are delivering to NI and the rest of the UK. If you are elsewhere and are interested in purchasing an item we sell, please contact us via phone (028 295 40247) or email ( and we can look into this for you.

Please note that if we do post a parcel to you outside of the UK, we will not accept responsibility for paying any additional tax or customs fees, this is up to you, the customer.


How can I track my order?

You will receive an email with your Royal Mail tracking details once your order has been processed.


The website will only let me order a certain quantity of the product I want?

If you are trying to purchase multiples of a certain item and the website is restricting you, it means that this is how many we have left in stock. If you would like more of an item, please contact us on 028 295 40247 and we can try and order in more items for you.


Can I change or cancel my order?

You are able to cancel your order, we honour a 14 day returns & cancellation period starting from the day after you receive your goods. For more information on this topic see here.

Unfortunately, your order cannot be amended once it has been placed, this includes address changes and adding/removing products.


What if I receive the wrong product?

If you think you have received the wrong product, please send a photograph of the item in question and a photograph of the invoice you received with your order to and we will resolve this for you immediately.


I have a gift voucher that was bought in McCloys, can I use it online?

Currently McCloys gift vouchers purchased can only be redeemed instore. However if you see products you like, you can contact us via phone (028 295 40247) and we can hold these items aside for you. 


The colour looks slightly different from the pictures?

We have made every effort to reproduce colours on the site as accurately as possible. However, different computers and mobile devices reproduce colours in slightly different ways and so exact colour matches are not yet possible over the internet. Additionally, many of our jewellery items contain unique precious stones, which can vary in colour and shape.

This means that when you order products from the shop, colours may differ from what you see on the screen.

If you are not satisfied with the colour of the item you have ordered, we operate a returns policy.