Help and support

Help & Support

At WM ONEIL LTD, we are committed to providing the best customer service and ensuring that your shopping experience is smooth and enjoyable. If you have any questions or need assistance, we’re here to help!

Please find below answers to some of the most commonly asked questions. If you need further support, feel free to contact us directly.

1. Order & Shipping

Q1: How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your package through the carrier’s website. Please allow 24-48 hours for tracking information to update.

Q2: How long will it take for my order to arrive?

• UK Orders: Standard shipping takes 5-7 business days; Express shipping takes 1-3 business days.

• International Orders: Delivery times vary depending on your location. Typically, EU orders take 5-10 business days, while US orders take 7-14 business days.

Q3: Do you ship internationally?
Yes! We ship worldwide. Please note that international customers are responsible for any customs duties, taxes, or fees imposed by their local customs office.

Q4: What should I do if my order hasn’t arrived yet?
If your order has not arrived within the expected delivery time, please check the tracking information provided. If there’s no update or if the package is lost, contact us at payment@wmoneil.com, and we’ll assist you in locating your package.

2. Payment & Checkout

Q1: What payment methods do you accept?
We accept payments through Visa, MasterCard, American Express, PayPal, and Stripe. We also offer secure payment options like Apple Pay and Google Pay.

Q2: Is my payment information secure?
Yes, all transactions on our website are securely processed through trusted payment providers like Stripe and PayPal. We use SSL encryption to ensure the safety of your personal and payment information.

Q3: Can I change my payment method after placing my order?
Unfortunately, once an order is placed, we cannot change the payment method. If you have any issues with your payment, please contact us immediately at payment@wmoneil.com, and we will assist you with your concerns.

3. Returns & Exchanges

Q1: Can I return or exchange an item?
Yes, we offer a 30-day return and exchange policy for most items. The items must be unused, in their original packaging, and in new condition. Personalized or custom items are not eligible for return or exchange unless they are defective.

Q2: How do I return an item?
To return an item, please contact us at payment@wmoneil.com with your order number and reason for return. We will provide you with further instructions and a return authorization.

Q3: How long will it take to process my refund?
Refunds are processed within 5-7 business days after we receive and inspect your returned item. The refund will be credited to the original payment method, and depending on your bank, it may take additional time to appear in your account.

4. Product Information

Q1: How do I know my correct jewelry size?
We provide detailed size charts for rings, bracelets, and necklaces on each product page. For rings, we also offer a ring sizing guide to help you determine your perfect size.

Q2: What materials are used in your jewelry?
Our jewelry is crafted from high-quality materials such as 925 sterling silver, 18k gold plating, and ethically sourced gemstones. We strive to provide luxury designs with durability and style.

Q3: Are your gemstones ethically sourced?
Yes, we are committed to responsible sourcing. We work with suppliers who adhere to ethical and sustainable practices, ensuring that all gemstones used in our jewelry are ethically sourced.

5. Account & Orders

Q1: Do I need to create an account to make a purchase?
No, you can shop as a guest without creating an account. However, creating an account will allow you to track your orders, save your shipping details, and receive special offers.

Q2: How do I reset my password?
If you’ve forgotten your password, click the “Forgot Password” link on the login page and enter your email address. You will receive instructions to reset your password.

Q3: Can I change or cancel my order after placing it?
Once your order has been processed, we are unable to make changes or cancel it. If you need to modify your order, please contact us immediately, and we’ll try our best to assist you.

6. Contact Us

If you need further assistance, please don’t hesitate to get in touch with our friendly customer support team. We’re here to help!

• Email: payment@wmoneil.com

• Phone: +44 7453 181713

• Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (GMT)

Thank you for shopping with WM ONEIL LTD! We are dedicated to providing you with exceptional service and high-quality jewelry, and we are always here to assist you.