Complaints and disputes
If something has gone wrong we would rather hear it directly and fix it. This page sets out how to complain, what we commit to doing and by when, and — if we cannot agree — where else you can take it.
Last updated 12 August 2026
How to complain
Email support@ishtarjewellery.shop with COMPLAINT in the subject line, call +44 7196509962 during monday to friday, 09:00–17:30 uk time, or write to 346 Kilburn Lane, London, W9 3EF, United Kingdom. Please include your order reference, what happened, and what you would like us to do about it.
What we do, and by when
- Within two working days — we acknowledge your complaint in writing and tell you who is handling it.
- Within ten working days — we give you a substantive reply: what we found, what we are doing and, where a remedy is due, when you will receive it. If a piece needs examining and that will take longer, we tell you why and give a date.
- Within eight weeks — a final written response. If we have not resolved it by then, or you are unhappy with our final response, you can take it further using the routes below.
Where the complaint concerns a gem declaration, we will re-examine the piece and, where useful, have it independently checked at a UK assay office or by an independent gemmological laboratory at our cost.
Payment disputes and chargebacks
If you do not recognise a charge, or you think a payment has gone wrong, contact us first with the order reference and the amount. We investigate and reply within two working days, and where a refund is due we make it directly rather than putting you through your bank.
Raising a dispute with your card issuer is your right and we will not obstruct it. Where a dispute reaches us we respond with the order record, the delivery confirmation, and the record of the disclosures and consents made at checkout. We do not add fees, and we do not withhold service from a customer for having raised a dispute.
If we cannot resolve it between us
Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 we are required to tell you about the ADR options available to you. We are not a member of a scheme that requires us to submit to a particular provider, but we will consider in good faith any approach from a certified ADR body you choose, and we will tell you within one month whether we agree to take part.
Routes open to you:
- Citizens Advice consumer service — free advice on your rights and, where appropriate, referral to Trading Standards. Telephone 0808 223 1133.
- Trading Standards — the local authority service, reached through Citizens Advice, which handles complaints about traders.
- A certified ADR provider for retail disputes, such as one approved by the Chartered Trading Standards Institute.
- The courts of England and Wales — including the small claims track, which is designed to be used without a solicitor.
Complaints about specific things
- A gem declaration you believe is wrong — see also gem declarations. This is a misdescription and the Consumer Rights Act 2015 remedies apply.
- A hallmark — we will take the piece back and have it checked at an assay office. See hallmarking.
- Personal data — tell us first, and you may also complain to the Information Commissioner’s Office at any time. Contact details are in the privacy notice.
- Something we have advertised — the Advertising Standards Authority regulates UK advertising, including claims made on this website. You may complain to them directly, and we would ask you to tell us as well so we can correct it.
- A delivery that has not arrived — see delivery; this is usually resolved faster as a service issue than as a complaint.
Our record-keeping
Every complaint is logged with the date received, the substance, what we did and the outcome. We keep those records for six years, review them for patterns, and change what we sell or how we describe it when a pattern appears. If a complaint reveals a description on this site is misleading, we correct the description as well as the individual order.