CUSTOMER SERVICE
Contact
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I’m always happy to chat jewellery, so please get in touch!
Email - Info@HeatherStephensJewellery.com
Tel - 07742 303 539
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FAQ'S
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Are all pieces made to order?
- Yes all pieces are made to order.
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How long will it take you to make my piece of jewellery?
- Silver pieces of jewellery take up to two weeks from the order date to be made and shipped.
- Gold pieces of jewellery take up to four weeks from the order date to be made and shipped.
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How do I find my ring size?
- You can visit a local jewellers to have your ring size measured.
- You can email me with your address and I can post out an easy to use disposable ring sizer.
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Do you do engraving?
- No I don't do engraving, but you can take your ring to your local engravers to have it engraved.
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Do you ship outside the UK?
- Yes I ship internationally.
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Do you do repairs?
- No I don't do jewellery repairs.
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Shipping
Delivery to the United Kingdom-
- All deliveries to the United Kingdom are posted First Class via Royal Mail, or Special delivery via Royal Mail.
- You can expect to receive your order within 2 working days of it being dispatched.
- You will receive an email letting you know when your order has been dispatched.
- Delivery to the United Kingdom includes Highlands and Islands of Scotland, Scilly Isles and the Isle of Man.
Deliveries to the rest of the world-
- All deliveries to the Rest of the World (outside the United Kingdom) are posted First Class Airmail via Royal Mail.
- You can expect to receive your order approximately 10 working days after it being dispatched.
- You will receive an email letting you know when your order has been dispatched.
- Due to customs control, it has been known on rare occasions to take between 4-6 weeks.
- If you would like a shipping upgrade please contact me for more information.
Delivery information-
- If you are in a hurry to receive your order please send me a message to discuss alternative delivery methods.
- If your order is a gift and you would like it to be sent straight to a loved one, please message me when you make your order, I will be happy to include a personal note in the parcel.
- All orders are gift wrapped.
Please do contact me if you have any questions regarding delivery, I will be happy to help you.
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Returns policy
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I gladly accept returns and exchanges-
Just contact me within: 7 days of delivery
Ship returns back to me within: 14 days of delivery
I don't accept cancellations-
But please contact me if you have any problems with your order.
The following items can't be returned-
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
- Custom or personalised orders, including rings which are made in a requested size.
- Earrings (for health/hygiene reasons)
Returns and exchange details-
- Any faulty item can be exchanged.
- Shipping costs cannot be refunded and buyers are responsible for the postal costs of returning unwanted items.
- Earrings cannot be returned for hygiene reasons.
- Rings which are custom made in a requested size are not eligible for refund/ exchange.
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Cancellation policy
I regret that I cannot offer refunds on any workshops, jewellery making classes, or materials ordered for those workshops or classes. Please do get in touch and if you can no longer make the date that you have booked and I will do my best to transfer your booking to another date.
If for any reason you need to cancel your place on a workshop or lesson then I regret that no refund can be issued. If you are booked on a workshop or lesson and do not turn up on the day then no refund or transfer will be given.
If I Cancel a Class-
In the unlikely occasion that I need to cancel a workshop or lesson you will be offered a full refund or an alternative date. I will also always give you as much notice as possible but cannot be responsible for pre-booked travel and accommodation arrangements.
Statutory Rights-
None of the above affects your statutory rights
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Privacy policy
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We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
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When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
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We collect such Non-personal and Personal Information for the following purposes:
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To provide and operate the Services;
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To provide our Users with ongoing customer assistance and technical support;
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To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
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To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
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To comply with any applicable laws and regulations.
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Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
How do you communicate with your site visitors?
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We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.
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If you don’t want us to process your data anymore, please contact us at Info@HeatherStephensJewellery.com.
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at Info@HeatherStephensJewellery.com.
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