Help & FAQs

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).

I want to return something?

You can find our Returns Policy here. Please note, unfortunately earrings cannot be returned due to health and 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 £50 – Royal Mail 24

Click & Collect from McCloys Store: FREE

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.

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.

I’ve placed a click & collect order, what is your address and store opening times?

Our address is McCloys Chemist, 1-3 Maghera Street, Kilrea, BT51 5QL

Our regular opening hours are Monday to Saturday 9am to 6pm.

Please note: as an essential business we are opening and trading as normal throughout the current lockdown restrictions.

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.