Ordering, Delivery and Returns

Delivery to mainland UK and Northern Ireland destinations is calculated upon weight at checkout per order and orders to these destinations are usually sent using Royal Mail's 1st Class Delivery service. Orders over £50 will be sent 1st class recorded and will need a signature upon receipt. 

Important information (please read before placing your order):

We are only able to accept payments from UK banks and in GB Pounds. It is with considerable regret we are unable to send orders to destinations outside of the UK.  

All posted orders over £50 must be signed for at their destination.  ROYAL MAIL WILL ONLY HOLD YOUR PARCEL FOR 7 DAYS (this includes weekend and Bank Holiday's - it's not 7 working days), if they have tried to deliver but nobody was home.  So please do ensure you collect your parcel from their Delivery Office or contact them promptly to arrange re-delivery well within this time, if you have received a card through your door saying they've tried to deliver.  Actual postage costs for re-posting will be payable by the customer if an uncollected parcel is returned to us. Actual costs may be higher or lower than our standard UK delivery charge.  Most orders to UK destinations arrive within 5 working days, so please contact us if you've not received your parcel within 7 days of receiving our despatch notification. 

Please make sure you are happy with your purchase before removing any tags, labels or packaging.

SECURITY

We’re committed to ensuring that your information is secure.  In order to prevent unauthorised access or disclosure we use suitable physical and electronic procedures to safeguard and secure the information that you provide online via our website.   

We offer trusted payment processing via Paypal, to securely process payment of your order, ensuring your card details are SSL (secure socket layer) encrypted to the highest level available during transmission.  

Paypal have procedures in place to automatically cancel an order if their anti-fraud detection systems have reason to suspect a transaction is fraudulent.  As strongly advised by all payment facility providers, we take precautions to protect cardholders and ourselves against fraudulent transactions.  In keeping with payment facility providers' anti-fraud guidelines, we may ask for proof of ID, address or signature if we have reason to suspect a transaction may have been made without the cardholder's knowledge or permission.  We reserve the right to cancel an order if we have reason to suspect a fraudulent transaction. 

ORDERING WITH PAYPAL

Please note that Paypal transactions are offered on our website, however you do not need a paypal account to make payment, when you click the paypal link and start the process you will be given the choice as to whether you would like to pay with your paypal account or if you wish to pay in the normal way with your card. 

ORDERING AND PAYMENT METHODS

When ordering, please ensure you provide at least one valid telephone contact number and, if possible, a valid e-mail address so that we can confirm acceptance of your order and to notify you when your order has been despatched.  We may need to discuss your order, for example, if any stock availability issues affect you.  We will not pass your number to any other parties or pester you with unsolicited sales calls!

On-line:      
You can place your order securely on-line using all major debit cards and credit cards, through Paypal  (please see our Security policy above). 

Telephone:     
Alternatively, you can order from us securely by telephone between the hours of 10am - 6pm Friday to Monday.  This method of payment can be either through Paypal, E-Check, BACS, or a Post Office Money Order.

STOCK AVAILABILITY

From time to time, an item may be out of stock, particularly around busy times like Christmas, Valentines day etc.  If the item you want isn't in stock, contact us via the form on the contact page and we will be able to tell you what the lead time on that item is, alternatively we can give you a quote and you can pay via pro-forma invoice, for this method we usually give at least 14 days lead time, that is if you are happy to wait for your order. 

DELIVERY TIMES

We take time and care to ensure the items you've ordered leave us in perfect condition. We do our very best to make each individual customer's shopping experience with us ias personal and positive as we can. Despite the additional time this level of care takes, most orders are despatched on the same day of receipt of cleared payment.  This is subject to receiving your order during normal working hours and stock availability, but to be on the safe side, we do ask you to allow 3 working days for goods to be despatched.  If an item is out of stock, or if we anticipate any possible delay in sending your order, we will try to reach you by telephone or alternatively, by e-mail.  Delivery within mainland UK is usually 2 - 3 working day's following despatch, although this is not guaranteed.  

If your parcel cannot be delivered at its destination, Royal Mail or the courier will leave you a card to advise you that they have tried to deliver. Please refer to the section above called, Important information.

DELIVERY INFORMATION

Please note: 
All deliveries, to UK addresses that are over £35 in value, need to be signed for at their destination.  We are therefore unable to deliver to PO Box addresses.  If you require multiple delivery destinations, each separate delivery address will attract separate delivery charges, so please enter items for each address as separate orders.

Standard delivery:    
All references on this website to our standard delivery charges means 1st class Delivery to addresses within mainland UK and Northern Ireland only.  Our delivery charge is calculated on the weight of you final items in your order. 

Delivery services:                                                                                                                                                                                                                                

All orders over £50 in value will need to be signed for at their destination.  We use Royal Mail’s 1st Class “Recorded Signed For” post.  If you order is over £150 it will arrive by courier.

Royal Mail's UK delivery time guidelines for 1^st Class Recorded Delivery state 1-2 days, but we do find that the majority of mainland UK orders arrive the next working day after despatch.  

Please note none of the stated delivery times are guaranteed and we can't be held liable for delays once orders are in transit. Whilst we will always do our utmost to despatch your orders as swiftly as we possibly can, please allow for delays within the postal system during busy periods such as Christmas and during postal strikes. Please contact us for availability and charges for a Guaranteed Next Day Delivery Service.

For orders over £150 delivery times may vary, depending on the service used, but generally we’d expect your parcel to reach you within 1-2 days of despatch.  Please do contact us if your parcel hasn't arrived within one week of having received notification from us that your order has been despatched.

Guaranteed next day delivery: 
If you need your order in a hurry and would like a guaranteed next day delivery service, please telephone us on 07557 33458, prior to placing your order as conditions and surcharges will apply.  (Please see our information about Payment of Surcharges below).  We will always do our utmost to accommodate specific delivery service requests but we cannot guarantee that we will be able to meet this on every occasion.  Please note though that it is company policy to use a delivery service which requires a signature on delivery for all mailed orders above £50 in value.

Damaged outer packaging on arrival: 
If the outer packaging has been damaged in transit, please ensure you state this, in writing, alongside your signature of receipt, to enable a claim if the goods inside have been affected.

OVERSEAS DELIVERIES - outside mainland UK and Northern Ireland: 
 WE REGRET WE ARE UNABLE TO DELIVER ANY ORDERS OUTISDE OF THE UK.

Payment of surcharges
Once you have confirmed acceptance of surcharges for a non-standard delivery service (for example, for guaranteed next day delivery) you can either make your payment by telephone, or by using a secure payment facility which we will send to you by email. This can be for either the entire order, or for just the surcharge itself (if you have already placed your order through the website where you will have already been charged the weight calculated p&p cost automatically).  

The payment facility that we will email to you is a Paypal "Request Funds" facility, which will allow you to pay securely, easily and quickly online.  You do not need to have a Paypal account to pay in this way.  This facility does offer the option to pay through your Paypal account if you do have one, or alternatively it will enable you to simply pay with your normal debit or credit card, if you prefer.  Receiving the Paypal payment facility does not place you under any obligation to proceed with your order and if you decide you don't want to go ahead, simply let us know.  You'll never receive any pestering reminders and we'll cancel the Paypal request.  Upon receipt of cleared funds, your order will usually be despatched on the same day, provided we have enough time to package it and meet last post deadlines.   

RETURNS AND EXCHANGES

In cases of all returns, please contact us by telephone, or e-mail as soon as possible prior to returning the item(s).

It’s really important to us that you’re happy with your purchase and we’ve taken a great deal of care in choosing quality Rhinestone products to stock.  We appreciate that it’s very disappointing and inconvenient to order something and then find it arrives with a problem or isn’t quite what you expected, especially when you haven’t been able to see or touch the item prior to purchase.  We do, therefore, strive to provide realistic and clear photos with detailed and honest descriptions. All of this information is available on each product's dedicated page.  

Sending goods back:
When returning items to us, we strongly recommend that you choose a postal service which provides a tracking facility and adequate compensation to cover the value of the returned item(s) as we're unable to give refunds or exchanges for returns that don’t reach us.  Similarly, we can't reimburse for returns which have been damaged during their journey back to us, if the damage is clearly due to the item being inadequately or inappropriately re-packaged when returning it to us. 

Faulty, damaged or incorrect goods:  
In the unlikely event that you should receive an item which is faulty or damaged, or if you’ve been sent an incorrect item in our error, please contact us as soon as possible by telephone or e-mail prior to returning the item.  We’ll refund or exchange, as you prefer, to the value of the returned item(s), including your original postage costs.  We'll also reimburse your costs for returning faulty, damaged or incorrect items and this element of the refund will be paid by e-cheque, paypal, or BACS  (For card purchases, we're unable to refund back to the card more than the original transaction value).  Please ensure you enclose proof of purchase with your return.

Unwanted goods: 
If you simply change your mind about the item you’ve bought or you’re not entirely satisfied with it, we’ll refund or exchange to the value of the goods, provided they are returned to us within 14 days of receipt, along with proof of purchase. This complies with and exceeds the requirements of The Distance Selling Regulations 2000.

Please note that we cannot refund delivery costs for returning unwanted non-faulty goods to us.

We reserve the right to refuse an “unwanted goods” return if reasonable care hasn’t been taken to keep any returned item in the same condition in which it was received, or if it’s been washed, used, contains smells such as perfume, smoke, etc or has been marked or is dirty.

Refunds: 
Refunds can only be made by the same method of payment that was used when placing the order with us, except in the case of postal orders which will be refunded by e-cheque, BACS, paypal or postal order.  Card refunds can only be credited to the card originally used for the transaction and in cases of payments made by e-cheque or postal order, we will refund by e-cheque, paypal, BACS or postal order once the funds from the purchasing e-cheque/postal order has cleared. Reimbursement of postal costs for returning faulty or damaged goods will be made by the above methods.

Exchanges: 
In cases of exchanges of items of different values, we’ll first issue a refund to the value of the returned goods, including any refundable postal charges.  We will then raise a completely new order for replacements of the returned goods.

PLEASE NOTE:  All of the above information forms part of our Terms and Conditions and please be aware that whenever buying goods or services on the Internet, the consumer is entering into a legally binding contract.