Bespoke Fine Handmade Jewellery

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FAQ FAQ
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  1. How long will it will be until I receive my order ?
  2. How can I pay ? Do you accept cheques ?
  3. How do you ship and how much does it cost ?
  4. If I live locally to you, may I pick up my item from you ?
  5. What about VAT if I live outside the EU or have an exemption ?
  6. How are orders packed
  7. What if my order gets lost or damaged ?
  8. How can I be sure of the quality of the items I order
  9. Refunds and exchanges
  10. RETURNING AN ITEM - STEP 1
  11. RETURNING AN ITEM - STEP 2
  12. How long will It take to receive my refund once I return an item?
  13. Gift Returns

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    How long will it will be until I receive my order ?

    The majority of orders are sent out within 24 hours. If there is any delay to the dispatch of your order, we will write or telephone to advise you of the estimated date upon which we will be sending it. Bespoke orders such as charms or items made in metals other then silver may take between 3-6 weeks, but you will be advised of timescales when you order.

    Bespoke initial pendants are made to order so please allow 12-16 days for delivery of these items. These timescales do not include bespoke wedding and engagement rings.
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    How can I pay ? Do you accept cheques ?

    Buying from the website can be done in two ways:

    You can phone us to place your order - We accept all major credit and debit cards, including any card with the Visa or Mastercard symbols on them. We cannot process Diners Club or American Express cards. If you want to pay by this method, please note our opening times

    Using Paypal - This is a convenient automatic processing system via the website. If you have a Paypal account, it only takes a few clicks to place your order. The list of payment methods accepted by Paypal can be found on Paypal.com

    Cheques and Cash - We do not accept cheques or cash by post.
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    How do you ship and how much does it cost ?

    In the UK we ship via Royal Mail. For orders up to 46 we ship recorded delivery (4.00). All orders over 46 will be sent by Special Delivery (5.90). International orders are shipped using International Signed For. Rates will depend on weight of your package and insurance , but begins at 12.00. We reserve the right not to be responsible for shipping items to the following countries : Russian Federation Czech republic India Africa & South Africa
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    If I live locally to you, may I pick up my item from you ?

    Yes, you can of course pay for your order and come to our workshop to pick it up, We are open Wednesday to Friday 11-5, and Saturday 10-5. If you are traveling a long distance ft may be a god idea to call to confirm our opening hours.
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    What about VAT if I live outside the EU or have an exemption ?

    If you are a resident of the Channel Islands or on a qualifying BFPO posting etc, we will deduct 20% VAT from the cost of your goods. The same applies to items being permenantly shipped to an address outside the EU tax zone
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    How are orders packed

    All our items are boxed, and /or wrapped in tissue. You may order items to be gift wrapped at an additional charge of 3.50 If a package arrives damaged, we would ask you to retain its packaging as we may require it to make a claim.
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    What if my order gets lost or damaged ?

    Everything is carefully inspected before it is sent out. However if an item arrives damaged, please inform us as soon as possible (01636 611001 or email ) and return the item to us.
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    How can I be sure of the quality of the items I order

    All out items are made in our workshop in the UK. There are a couple of exceptions ( like our Mexican glass and silver lockets ) .All the work made in our workshops is hallmarked by the London Assay Office, although in some cases if an item is under minimum weight for hallmarking It may be left unmarked. Where this is the case you are more than welcome to have items tested at the London Assay Office to be assured of their purity. We only use sterling silver ( 925) gold, platinum and palladium metals. Fairtrade and recycled metals can be used on request. All our gemstones are untreated, unless we have specified a treatment is used, or unless treatment is standard practice for that stone.
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    Refunds and exchanges

    If you are not entirely happy with your jewellery you have 14 days, from receipt of it to notify us , the seller if you wish to cancel your order. We will then refund the cost of the goods, but minus the original delivery charge. Refunds will be made to your account within 10 working days. Earrings are only returnable if they HAVE NOT been removed from their protective heat sealed packaging. Any items that have been removed from heat sealed wrappers cannot be returned due to health and safety reasons. All atelier boxes need to be in resaleable condition on return. Any boxes not returned in resaleable condition will be charged at a restocking fee of 2.50.
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    RETURNING AN ITEM - STEP 1

    RETURNING AN ITEM STEP 1 If you wish to return or exchange an item you must first obtain a returns authorization number ( RAN). You may email us via our contact page to to do this.. Returns will accepted without an RAN. Please send all items back in their original packaging with their security tags attached. We cannot accept returned goods where securi
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    RETURNING AN ITEM - STEP 2

    Please write you returns authorisation number clearly on the OUTSIDE of the packet you are returning to us. Return the package to us at:

    Atelier Returns Dept
    8 Stodman Street
    Newark
    Nottinghamshire
    NG24 1AN

    * You must return your items within 7 DAYS within receiving your returns authorisation number. You are responsible for the item until it reaches us. Please post the item back to us using a suitable insured and tracked postage method to ensure your item does not go missing.

    Please note: we reserve the right to refuse any items sent back without an authorisation number. Goods that are personalised, bespoke or made to order to your specific requirements are non refundable unless they are not as described or faulty. This notice does not affect your statutory rights
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    How long will It take to receive my refund once I return an item?

    Refunds will be made within 30 days of the date of cancellation notice. The cost of any undamaged and unworn products, correctly returned will be credited to the original purchaser's credit card. As previously stated, international customs duties are non refundable.
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    Gift Returns

    If you have received an item from Atelier as a gift you can of course return it for exchange. This must be done within the parameters outlined in this Returns Policy. Please call us on 01636 611001 to arrange your return.
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