FAQ

Frequently asked questions regarding orders, shipping, payment, etc.

• 1. How to place an order?
• 2. How long will it take for you to dispatch my order?
• 3. What are your postage and packaging charges?
• 4. What is your returns policy?
• 5. What methods of payment do you accept?
• 6. Why can't I place an order via your web site?

1. How do I place an order?

From Our Website

To be able to place an order via this web site - you will need to be using an up to date browser with Javascript enabled and allowing cookies.

Browse the shopping categories using the menu on the right hand side - as you click each category the items in the category will be displayed in the main section of the page. The items are displayed on the page 20 at a time - links will be available at the bottom of list to navigate between the category pages.

A small picture and a brief description of each item will be displayed in the category list. You can click on the item picture, name or the 'more detail...' link to see a larger picture of the item and a more detailed description. If the item has options available i.e. colour choices etc. they will be selectable on this page - also if the item has discounts for quantity orders a table of prices will be displayed.

To add an item to you shopping basket - enter the quantity required in the quantity field and select your preferred option from the options available then click the buy button. Your shopping basket will be displayed with the new item added to it.

Repeat this procedure to add more items to your basket, you can view your basket at any time by clicking the basket icon at the top of the page.

When you have finished browsing and want to place your order click on the checkout button from your basket page or click on the checkout icon at the top of the page. The checkout page will be pre-filled with your details (if you have registered), otherwise you will have to register to continue.

Amend the details on the checkout form as required and click the proceed button. The checkout details will be re-displayed to you to confirm. If you are happy that all the details are correct - click the confirm button to place your order.

If you have opted to pay by credit/debit card - your browser will be redirected to WorldPay to process the payment, otherwise please see your emailed invoice for payment instructions.

On The Telephone

Please telephone our Studio on 01772 620772 between 9:30 - 2:30 on weekdays. You can pay for your order on the telephone using a credit or debit card or alternatively send a cheque or postal order.

2. How long will it take for you to dispatch my order?

We aim to dispatch all orders within 3 working days.

If for any reason there is a delay with your order you will be notified.

If you have an urgent requirement please telephone to discuss, and we may we able to arrange an earlier delivery date.

Please note, orders will only be processed when payment has been received and cleared.

• Please see the 'Despatch/Delivery' section of our Conditions of Sale for full details of our despatch/delivery policy.

3. What are your postage and packaging charges?

UK postage and packaging is £4 regardless of the size of order.

Overseas shipping costs are from £8 per order for US, Canada and Europe.

For any other destination, please contact us for a quote.

4. What is your returns policy?

We offer a "no-quibbles" guarantee which allows you to return the item unused in its original packaging and condition within 7 days from the date of delivery. We will offer a full refund for the price you paid for the item. Delivery, feather dying or rush order charges will not be refunded unless the product is faulty. We reserve the right to reject any order. If we are unable to accept your order we will contact you and a full refund will be offered.

If a product is faulty please contact us within 14 days of receipt and follow the returns instructions below.

For reasons of hygiene earrings may only be returned if there is a fault.

If you are returning an item because of a fault or error on our part we will also refund the delivery charges and the cost of returning the item via second class recorded delivery.

If you wish to return an item, please pack it securely using all orginal packaging with the original invoice enclosed. For your own protection we recommend that you use a recorded-delivery service.

• Please see the 'Returns' section of our Conditions of Sale for full details of our returns policy.

5. What methods of payment do you accept?

You can pay for your order by Cheque, Postal Order, Credit / Debit Card or PayPal.

You can select the method of payment when you place your order. If you elect to pay by Cheque or Postal Order, details of how to make the payment will be emailed to you when you place the order.

If you wish to pay by PayPal or Credit / Debit Card - you will be able to make your payment when you place your order.

Our credit or debit card verification is carried out by WorldPay, the leading provider of secure online card processing in the UK.

All payments must be made in Pounds Sterling - unfortunately we cannot accept payments in any currency at this time.

WorldPay is authorised by all the major banks and card companies in the UK to carry out the processing of credit and debit card transactions.

WorldPay uses 128-bit encryption, the strongest commercially available form of encryption on the internet.

TiaraMaking.com does not have access to your card details, these are passed directly from WorldPay in an encrypted form to your bank over a secure link; we (like you) receive a transaction receipt as proof of your payment. This means that you can be sure that your card details never leave this secure environment.

6. Why can't I place an order via your web site?

If you cannot place an order via our web site it could be because of a number of reasons.

You may be using an older browser that doesn't support some of the features used by this web site.

You may have cookies turned off - you will not be able to use the shopping basket feature on this site if you have cookies turned off. For security reasons we use only cookies to store session information which allows you to use our shopping basket system.

If you are behind a firewall or proxy server - you may have problems using this site.

If you are having problems ordering via our web site - you can still place your order via email, list the items you wish to buy and email to info@tiaramaking.com.

If you are having problems using our site we would like to hear from you - please email support@tiaramaking.com with any details that you can provide - we would be very grateful for any help you can provide in making our web site better.