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FAQ


1. I'd like to place an order. When will I receive it & what are the delivery charges?

Orders to be delivered anywhere in the UK will be charged a flat rate of £4.50 for delivery and this is NOT dependant on how many items you order or the weight of the items.
Orders are sent by Royal Mail first class recorded delivery and should be received within 5 working days if ordered before 2pm. You can also pick the Special Delivery option which guarantees next day delivery before 1pm at a charge of £6.50. Please note orders placed on a Friday for Special delivery before 1pm will be despatched the following Monday for next day delivery. All orders placed after 1pm(whether for recorded delivery or special delivery) will be despatched on the next working day. All Orders will require a signature on receipt.
Orders that are placed within the EU will be charged £4.50 and a signature will be required on receipt. EU orders are usually delieverd within 7 working days.
Any orders that are placed outside of UK or the EU will be charged £4.50 and will require a signature on delivery of the items. These orders are usually received by the customer within 7-10 working days. All orders are tracked at our end to make sure we deliver in a timely and efficient manner.
 
 
2. How is my jewellery gift packaged?

Every item you buy from our website will be packed in a gift box branded with our name which is ideal for gifts. If more than one item is ordered they will be palced in one gift box unless otherwise stated in the "comments box" at checkout.Small items are packed into soft pouch. If you require more than one gift box when you order more then 1 item then please state this at check out under the 'comments' box. Additional boxes are charged at a flat rate of £2.

                                                    

              

3. Is it safe to buy goods on-line from Shefaly | House of Jewels?
The purchase area of our site is totally secure – our payment partners (Worldpay, owned by HBOS group) use industry-standard Secure Sockets Layer (SSL) technology to encrypt all your personal information including your name, address and other critically-sensitive data such as your credit or debit card details. This means that information passed between your computer, their website and this website cannot be read by anyone else, even in the event that it is intercepted.

When you are in the purchase area, you will see a small padlock in the status window at the bottom of the screen. This signifies SSL 128-bit certification guaranteeing that the page is 100 per cent secure. You can verify the certificate by right-clicking on the padlock and selecting Properties.
 
4. What about 'cookies'?
'Cookies' are small pieces of information that are stored by your browser on your computer's hard drive. We only use cookies to store information about your purchase and you so that we can automatically complete the majority of the order form if you have bought from us previously. Your browser must accept cookies for you to be able to use the “auto-complete” system.
 
 
5. Which credit cards do you accept?
When checking out all accepted credit card logos can be cleraly viewed. These include, Maestro, Mastercard, Solo, Switch, Visa Electron and Visa. We can also take any of these cards when paying by phone. We also accept PayPal.
 
6. I require more information on a product. What can I do?
Please call us on  or email us at info@shefaly.co.uk. We also have a "more information about this product" link on all pages where you can write your query and it will be emailed to us.
 
7. What do i do if i would like to return an item?
Because we are confident that you will absolutely adore anything you order with us we are willing to pay for any items that you would like to return. But remember that this needs to be returned to us within 7 days of receipt of the item (excluding weekends). Please note we do not offer refunds on earrings, even if part of a set, due to hygiene regulations. 
When returning goods we would ask that you follow the procedures below so that we can refund your payment as quickly as possible.
 
Returns form
When your jewellery arrives, you will have received a returns form and a "How to return your product" sheet. Please carefully follow the instructions on that form. Please email us at returns@shefaly.co.uk or phone us on +44 (0) 1923 820 557 if the returns form is not enclosed or if you have any further queries.
 
Arrived Damaged or Faulty - Please follow all directions on the returns forms enclosed. All items must be returned within 7 days of reciept (excluding weekends). Once the product(s) is returned to us, we will decide if the item is damaged and/or faulty and refund you accordingly. Please note all refunds are at the discreation of Shefaly | House of Jewels.
 
Non-Faulty Goods - Non-faulty goods must be returned within 7 days after receiving the product. Please follow the instructions on the returns form enclosed within your package.
 
Wholesale returns - please contact us for our wholesale terms and conditions of sale
 
How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund, all should be finalised and repaid into your account within 28 days.
 
(N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (e.g. the card had been declined or has expired) we will send a cheque to your billing address).
 
If you would like more information or not sure what to do regarding returns, refunds and cancellations, please don't hesitate to contact us.
 
Please send all returns to the freepost address enclosed with your delivery after you have contacted us for our free returns code:
 
Please Note: You should not write jewellery, diamonds or similar words that indicates valuable contents, on the package you are returning, as this invites possible theft of the package.
 
Items returned outside the above guidelines will only be subject to credit. A refund will not be possible if the item(s) arrrive damaged as a result of the original packaging not being used, in these cases the item(s) will be returned to you. Under no circumstance are we able to accept the return of earrings in compliance with current Health & Hygiene regulations. This does not affect your statutory rights.
 
8. How do I keep up-to-date about new products that the House of Jewels are launching?
If you would like for us to send you details of new products or special offers please register with us online. We also have a Shefaly Brochure from Septembr 2010, please sign up with us to receive this every 6 months with special purchase coupons.
 
9. Do you comply with the Data Protection Act?
Shefaly House of Jewels is committed to protecting your privacy. We use the information that we collect about you to process your orders. If you choose, we may also use your details to let you know of any special offers, updates to products that you have purchased or new products that we are introducing. We are fully compliant with all aspects of the UK's Data Protection Act.
 
10. Can you take phone or postal orders as I do not want to give my credit card or debit card details online?
We are able to take phone or postal orders Simply make a note of the goods that you would like to order from House of Jewels. Call us to place your order and either give your credit card details over the phone for our customer services advisor to process your details. If you would like to pay by cheque please contact us. and we will give you further details on how to do this.
 
11. International sales.
Please see our dedicated page to international sales here.
 
 
 
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