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Frequently Asked Questions
Below is a list of the most frequently asked questions, if you cannot find the information you are looking for then please contact us.
Ordering
- How can I pay for an order?
- Do I have to order online?
- Can I track my order?
- How will I know you have received my order?
- Can I purchase a gift for someone else and have it send to them?
My Basket
Delivery
- Where do you deliver and what are the charges?
- When will my goods arrive?
Contact Us
Payment
Returns & Refunds
Site security & privacy
- Is it safe to give my debit/credit card details online?
- How secure is your site?
- What is your policy on Data Protection?
Products
Ordering
How can I pay for an order?
Please visit the Payment Options page to find out the many ways in which you can pay for an order.
Do I have to order online?
No, you do not. We can take your order over the telephone, by fax or by post, or even via Email. If ordering by FAX, POST or EMAIL then please use the Order Form document.
We do not recommend ordering by Email, as it is not secure.
Please visit the Payment Options page to find out more.
Can I track my order?
Yes. You can track you order via the Royal Mail website, once your order is despatched to you, only then will you receive an Email from us providing you with a Royal Mail unique ID no. with which you can track your parcel. Track your order at Royal Mail.
If you have ordered by Fax, Telephone or by Post and have not told us your Email address, or you do not have an Email address then please telephone us on +44 (0)1945 583848 and we can tell you your Royal Mail unique no.
How will I know you have received my order?
If you have ordered online you will receive an email confirming your order.
Can I purchase a gift for someone else and have it send to them?
In the interests of security, we only allow the ordered piece of jewellery to be sent to the registered address of the card holder.
My Basket
How do I add an item to my basket?
Select the jewellery and the quantity desired then click on the Add to Cart button.
How do I take an item out of my basket?
Change the item quantity to 0 and press the Recalculate button. This will remove the item from your basket.
Delivery
Where do you deliver and what are the charges?
We currently only deliver to the UK and Southern Ireland.
We charge from only £2.99 for P&P to the UK for any number of jewellery items per order, and £6.49 for any number of jewellery items that are to be delivered to Southern Ireland.
Our UK delivery service is next day delivery from the despatch date, the goods are insured and require a signature upon receipt.
All ordered jewellery is delivered in a Hot Jewellery presentation box, as good as gift wrapped!
For all other delivery questions please look at the Delivery Charges page for more details.
When will my goods arrive?
For UK orders your goods should arrive within 2-3 days of you placing your order with us (up to an extra 4 working days is required if payment is by cheque), depending upon availability.
Remember all UK deliveries are sent Royal Mail Signed For or Special Delivery via Royal Mail.
All orders are insured and recorded and will have to be signed for.
Royal Mail Special Delivery usually delivers before 1pm.
What happens if I provide you with an incorrect or incomplete delivery address?
If you provide us with an incorrect or incomplete address, or postcode the Royal Mail will probably not be able to find you and deliver the parcel. If this occurs the parcel is usually returned to the sender i.e. HotJewellery.
If you provided us with an incorrect address, it will be up to you the customer to pay another £2.99, £4.99 or £6.49 postal charge for us to re-send your delivery. We will only resend the delivery once the original parcel has been returned to us undamaged.
If at this point you decide to not carry on with the order, you will be refunded the cost of the items but NOT the postage costs, that is once the original parcel has been returned to us undamaged.
Please make sure you enter your correct address details when ordering.
Contact Us
How do I contact you?
If you need to contact us please see the Contact Us page.
Payment
When will my account be debited?
Your account will be debited once your order has been processed for despatch.
What will I receive in my order?
You will receive the goods ordered, a order/despatch note and a credit/debit card receipt copy (only if credit/debit card was used for ordering).
Returns & Refunds
Can I return an item?
If your goods have been damaged in transit please retain the packaging and inform us immediately giving as much information as possible. Damaged or faulty goods will be replaced by the equivalent product.
We will only refund money paid for the products that are returned to us unworn in the original packaging.
We are unable to accept any returns on pierce earrings for hygiene purposes other than defective or damaged goods.
Returns must be received within seven days of receipt of goods stating the reason for return.
A credit will be made to your credit card account or a cheque refund if payment was received by cheque for the goods only, but not for the cost of postage and packing.
For more information please visit the Returns Policy page.
Site security & privacy
Is it safe to give my debit/credit card details online?
We use 128bit encryption on our SSL secure web server, the highest rated security publicly available. This means ordering via your credit/debit card on our website could not be safer.
How secure is your site?
We use 128bit encryption on our SSL secure web server, the highest rated security publicly available.
What is your policy on Data Protection?
All credit/debit card information is not stored electronically or on paper after your order has been completed. We do keep information on your order for our financial records.
We will never sell or distribute your private information including email address to anyone.
For more information see our Privacy Policy.
Products
Tell me more about product descriptions?
Description of goods are those commonly used in the trade and unless otherwise stated refer to imitation products only.
All our jewellery is normally non-reactive.
