Q & A

1. What's the minimum order?
£50.00 (excl. VAT and P&P) minimum order value.
For each item it varies and this is stated within each item. Normally, the minimum is 2 pieces for each colour (product code) under £5.00, and 1 piece for any item that costs more than £5.00.

2. What is your delivery charge?

Delivery information - Dispatched orders if payment received by 12.00pm mon-fri

3. What are our payment terms?

• Payment has to be received before any goods are reserved / dispatched. The items within your order will not be reserved until cleared payment is received.
• We accept direct bank transfers and credit/debit card payments as our preferred method.
• We only accept PayPal payments for those customers without other means. Please note we DO NOT accept e-cheques. Since PayPal levy high fees to payment recipients, we strongly suggest that you use other means as much as possible as we have had to introduce a 2% surcharge to cover a part of these fees.

4. How do I make payment by paypal?
You need to complete two steps if you want to use PayPal.
a) Select PayPal as the payment method, then submit your order. You will then see the PayPal homepage come up automatically.
b) Complete your payment as normal.

The order process will be completed after you have done these two steps. If we don't receive your payment by 12pm the same day when you placed your order, your order will not be despatched that same day.

5. Is our jewellery nickel free?
Yes. As a member of the British Jewellers Association, we have procedures in place to ensure every one of our products complies with the relevant EU regulations. A very, very small percentage of customers have had skin reactions to certain metal jewellery, even though those are nickel free.

6. How to find products quickly?
You can view our complete range via three options:
- via colour - go to 'by colour' folder
- via price - go to 'by price' folder
- via type - go to 'by type' + 'new arrivals' + ' sales' + ' special offer'

As always, you can use the search box to pinpoint a product code, or certain characteristics.

7. How to find whether or not there is any other colours for certain product codes?
Through the search box, if you like P1042TQ, and you want to check if there is any other colours, you then search for:
P1042
This will then bring up everything with the code P1042, such as P1042GR, P1042RD.

For other items such as 53214, it will appear once you click into the detailed page of each product, on the right hand side with title as 'You may also like'

8. VAT
We have to charge VAT as a VAT registered business, and pass these VAT amounts to HMRC. VAT is charged according to current UK regulation at 20%. With your order you will receive a receipt which clearly states the net amount and VAT amount. If you need to claim VAT as a VAT registered business, please request a formal VAT invoice stating the rate used, according to relevant regulation, although it is fairly obvious the VAT amount charged is based on the current rate of 20%.
If you are VAT registered business from other European country and can provide a VAT registration number which can be verified by HMRC in the UK, we will not charge VAT as long as the goods leave UK. For non-VAT registered business or individual from other EU country, we have to charge VAT according to UK/EU regulation.
For business and individual outside EU, we will not charge VAT and goods has to be proven to leave EU.

9. Stock Levels and recently discontinued items
We are constantly trying to improve our service to all of our customers with regards to information on our stock, so we will now begin to show items that are temporarily out of stock, however we will add in any additional information regarding replenishment’s, and ETA's. Discontinued items will be removed from the website as soon as they go out of stock, so will therefore not be visible. If you have any questions regarding particular items, please feel free to contact us.

10. PayPal surcharge
PayPal has been consistently charging us (the recipient) on average a fee of 3.62% of the total amount paid.

We accept PayPal for customers, in particular start-up businesses, which are unable to pay by direct bank transfer or credit/debit card (our preferred ways). However, most PayPal claimed benefits could be matched by much lower cost for us all:
1. Paypal claimed safety by not disclosing details through web to vendor – our opinion: current web encryption technology is safe enough – the fact you do all your paypal transfer online as well; , and you could claim back fraudulent charge with major credit/debit card provider.
2. Paypal claimed: you are able to claim back if vendor doesn’t deliver or in dispute - our comments: All major credit card have dispute service, if not better.
3. The payment for us to receive in our bank therefore to pay our suppliers, and sometime to cancel customer’s echecks(we do not accept echecks) just take very long.

As a business, we have always worked very hard to provide value for money and we feel strongly against anything but this. Although we as the recipient bear the cost, that cost reduces our ability to offer you more, and also makes your business unfavourable compared to other customers, from a financial point of view, and this is not fair as you should have all paid the same amount.

Therefore, we strongly suggest you to pay by direct bank transfer or credit/debit card for now.

11. What's 3D secure and how can I use it?

Jewelcity is constantly working on our website to improve service and security to our customers. Many things happened in the background but some have visible differences.
Since May 2011, we have implemented the ‘Verified by Visa’ and ‘Mastercard Securecode’ scheme (sometimes called 3D secure). That is essentially an online ‘pin’ and is proven to improve online payment security for banks, merchants and customers like you.

The process changes will be follows:

1.       Once you select ‘pay by cards’ and confirm all the order details, click ‘continue’ you will go into a secure payment page hosted by Sagepay- one of the largest and recognized payment service providers in UK.
2.       You will then select type of cards, fill in the usual card details securely. Once click ‘next’ or ‘continue’, you will be prompted to fill in 3 randomly-selected digits of your chosen password (or sometimes a complete password) previously set up with your card issuing bank;  once that’s done, an order confirmation page will appear with order number back into Jewelcity page, as did in the past.
3.       If you are not registered with your issuing bank yet, you would be prompted there and then to sign up this scheme and create your password immediately to finish this order and being able to use next time. It is strongly recommended as more and more recognized ecommerce sites require this.
4.       If you do not feel it is the right time to sign up just yet, you can still choose to skip and still complete the order. Although we have to manually verify the payment transaction as we do now all the time before the switch is completed.

If you come across any issue or problem, please feel free to contact us in normal office hours, or, you could always select ‘pay by bank transfer’ as payment type to complete the order(therefore secure the stock), and ring us to pay over telephone within next day.
You could find more information about this 3D secure scheme online, here is an in depth read from our merchant bank Streamline:

www.streamline.com/downloads/InDepth_Guide.pdf

12. How soon can i get my order?
Orders which are placed and paid for before 12.00pm will be dispatched the same working day. Please view our delivery charges for delivery times.