Postage and Packing

We offer free postage and packing to all orders going to the UK and Northern Ireland.

Customers outside the UK and Northern Ireland will be charged postage and packing at cost which will be added onto the order when received and an e-mail will be sent confirming the amount before it is charged.

Delivery Timescales

We guarantee to have orders with you within 3 working days, unless the item is out of stock in which case we would contact you quoting a new delivery date at which point you will have the opportunity to cancel your order if you are not happy with the time quoted.

We send orders out by first class recorded delivery, we aim to send orders out the day they are received which should mean that the item will be with you the next day, the 3 days quoted is the worst possible case and should be used as a guide.

Orders outside the UK and Northern Ireland should be received within 5-10 working days.

VAT Charges

All prices on the web site are stated with 17.5% VAT added. All customers within the UK or European Union have to pay VAT on all items purchased.  All orders are sent out with an invoice with the VAT breakdown.

Credit Card Security

Our on-line store has been placed on a secure server using SSL (Secure Socket Layer) encryption, which is the current standard for internet security, giving you complete peace of mind when ordering. When ordering you should be able to see a padlock symbol in the bottom right hand side of your browser page  which indicates you are on the secure server. We know of no documented case of credit card fraud using our site which has not been detected.

Returns Policy

We would hope that you are completely happy with your purchase from our store, but if you are not happy with your purchase you have 14 days from date of receipt to return it to us for a complete refund or exchange.  We are unable to offer a refund or exchange on pierced products unless the item is faulty due to hygiene reasons. This does not effect your statutory rights. We would ask you to return the goods to us by recorded or special delivery (at your cost) as we cannot be held responsible for any items going missing in the post.

In accordance with the European directive on distance selling and Consumer Protection (distance selling) Regulations 2000, you have the right to cancel your order for any reason within 7 working days from receipts of the goods. Any items that are special orders (ie ordered specially for a customer) will not be refunded. We are also unable to refund special offer items or discounted items.

RINGS- Please be aware that we are unable to offer refunds or exchanges on any rings (expect Calvin Klein) as all rings are made to order and are not stock items.

A refund will be issued within 30 days of us receiving the returned item as long as the items are returned in a resalable condition, i.e. items should be returned in their box and should not have been tried on or worn.

A charge of £5 will be deducted from any refunds, this is purely for outward postage and packaging and for exchanges £5 will be added onto to the original payment method.

PLease ensure that your original order number is quoted when returning any item, item returned without this may be delayed in receiving a refund.

Complaints

Should you wish to make a complaint about any of our procedures or the way that we conduct our business please feel free to send us your complaint and it will be dealt with accordingly. All complaints will be replied to within 14 days.

Complaints should be sent to:

Telephone: 01482 679365

Fax:            01482 679241

E-mail:         info@xenjewellerydesign.co.uk

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web trader Code of Practice.

We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service.

We will not e-mail you in future unless you have selected to be a subscriber of the web site.

You can e-mail us at anytime  to check the details that we hold about you.

If you have any questions/comments about privacy, you should e-mail us.