Communication after receiving the item was poor / none existent. I asked for some advice (by emailing hello @ hbdjewellery on the 10th Sept 2026) and got ignored
Response from Hbd JewellerySep 22, 2026
Hi Rach,
We have a dedicated customer support team that are more than happy to answer any questions. We've had a look and can't find any correspondence.
Would you mind emailing [email protected] with your question & we usually reply the same day.
If you could also let us know how you tried to get in touch initially, we can get to the bottom of the issue.
CA
Caylie
Broken already (6 days)
I absolutely love the product unfortunately it has broken 6 days in. I have managed to re-latch the link, however not a great start
Response from Hbd JewelleryAug 27, 2026
Hi Caylie, I'm so sorry your item has broken that is so disappointing. The broken link is covered under our warranty so if you can reach out to us with your order number at [email protected], we will get this resolved for you.
Really sorry for the inconvenience this is not the experience we want any of our customers to go have!
Sam
CH
Cha
I brought 2 lovely pieces of jewellery…
I brought 2 lovely pieces of jewellery a necklace and a bracelet that spelt my granddaughter‘s name for my daughter on her first birthday as a mummy, but to our utter disappointment. The bracelet broke within a month. I have reached out twice to the company and had no response I’m disappointed to know the bracelet has broken so quickly and I am not getting Support on how we go about getting a replacement, overall the jewellery is beautiful and my daughter loved them - however we are extremely gutted.
SF
Sandra Formoso F.
Me gustó el producto y la atención
Me gustó el producto y la atención, pero no contaba con 26€ de aduanas, que además en ningún sitio lo avisan.
OR
Orla
Appalling customer service
I’m extremely disappointed with my experience with this company. To begin with, the bracelet I ordered arrived and wasn’t even the correct item. When I contacted them through a form on their website there was no response so I messaged them through WhatsApp. I sent a photo that the bracelet they had sent me had the wrong colour and size gem, they refunded the delivery fee (as it is their error) and assured me they would send the correct bracelet with next-day delivery.
I returned the incorrect item promptly, but after 9 days, I still hadn’t received any update. I had to chase them myself, only to be told that I had lied about receiving the wrong bracelet, which was both frustrating and unacceptable. They sent me an image of a completely different bracelet to the one I had received. By this point I was so frustrated I asked them just to send me the bracelet in the photo, to which they refused saying that covering delivery was 'generous enough.' (In the companies response they make out like covering delivery was generous, when they sent me the wrong item, so they should have to cover the cost of sending me the correct item!)
Finally, 17 days after originally receiving the wrong bracelet, the correct bracelet was dispatched back to me. There was no apology, and the entire experience showed a complete lack of customer care and accountability. I am genuinely appalled and will never shop with this company again.
The company’s response to this review, isn't all correct. I did send them a clear image of the incorrect bracelet I had received, and they sent an image of a completely different bracelet back to me, that very clearly is a different bracelet to the one I sent.
If the company has any more issues with my review, I have the time stamps of everything, and the images.
Response from Hbd JewelleryApr 20, 2026
Hi Orla,
We’re sorry to hear you feel this way, but we’d like to clarify a few points.
Your order was delivered within 3 working days (earlier than our advertised 4–8 days). When you contacted us, we immediately covered return costs and arranged a replacement.
After receiving the item back, we confirmed there was no error on the order and that it had been sent correctly. We understand there may have been some confusion, but we did not accuse you of dishonesty.
Despite this, we still offered an exchange to a different birthstone, issued a £5 refund as a goodwill gesture, and covered shipping both ways. While we couldn’t provide multiple stones, we aimed to resolve things fairly.
We’re sorry the timing didn’t work for your occasion, but we do feel we made every effort to reach a reasonable outcome.
RESPONSE TO YOUR UPDATE:
I have confirmed from the tracking that the item was amended and shipped back to you 8 days (not 14) after it arrived with us. This is longer than we usually aim for, however as there was no mistake on the order, it took additional time to present you with the options (full refund or swap to another birthstone), and negotiate, which resulted in us explaining that we can’t send you the original stone that you returned, as well as the new one one (as well as the £5 refund gesture, and covering both ways shipping).
Once a resolution had been agreed we shipped this via 24 hour delivery.
There are several inaccuracies in your review. The tracking and transcripts show the original order was not delivered late (actually 5 days early). We did not accuse you of lying. We did apologise (immediately and gave the refund gesture, which stood despite it turning out we did not make an error on the original order). It did not take 14 days to dispatch your item back to you. If you’d like to reach out to us I can show you evidence of all these points.
As I mentioned in my first reply - I do think given the circumstances, we went above and beyond to reach a positive resolution for you, however I am sorry you still feel so let down.
DO
Dylan o B.
Would have been nice to get a branded…
Would have been nice to get a branded gift bag aswell as the little box to put each bracelet in. - had to order bags separate. Also had to pay €65 customs before receiving the parcel which was annoying.
Response from Hbd JewelleryApr 20, 2026
Hey Dylan, we offer branded gift bags, but we would need to raise our prices if we were to include a gift bag in every purchase. Instead we leave it optional.
I'm sorry international customs was so expensive for you, I know for our customers outside of the UK, the costs can add up on orders of multiple items. We are working on offering a delivery duties paid method to cover customs before items arrive and prevent any customs delays.
TH
TRACY H.
Was hoping to have the necklace…
Was hoping to have the necklace earlier. But still not arrived.
Response from Hbd JewelleryApr 20, 2026
Hey Tracy, I'm sorry the item didn't arrive. I can see from the tracking that Royal Mail had the item, but took more than a week to deliver it to you despite it being sent via Royal Mail Tracked 24. I'm so sorry about that. I will email you to see how we can resolve this for you.
CJ
Chloe J.
The pieces are beautiful
The pieces are beautiful, however I received the wrong colour. I ordered gold and received silver.
Response from Hbd JewelleryApr 20, 2026
Hey Chloe! Really sorry for the error! We will always cover the cost to put right any mistake we have made in production, if you can get in touch with your order number, we can resolve this for you.
