FREQUENTLY ASKED QUESTIONS

Question 1

Can I place an order over the phone or by email?

Answer

Orders can be placed through the website only.

Question 2

Can I use more than one discount code on my order?

Answer

Discount codes cannot be used together with any other offer or on sale items. Only one code will be accepted per order.

Question 3

I forgot to enter my discount code - can it still be added?

Answer

Sorry but offer codes must be entered at the same time as placing an order as they cannot be added to the system at a later date, so please remember to use them!

Question 4

Can I make alterations to an order already placed?

Answer

It is not possible for you to go back into the system and make changes to an order you already placed. However, If you contact me as soon as possible we can discuss what options are available to you.

Question 5

How is your jewellery gift packaged?

Answer

Your jewellery will arrive in a white gift box branded with the Bonnie Gems Jewellery logo - great if you are gift giving! As jewellery is often purchased as a gift for someone and delivered directly to the lucky recipient's own address, there will be no invoice present in the parcel but a Delivery Note detailing the item but not the price. When you make a purchase you will receive an email from Bonnie Gems Jewellery notifying you of receipt of your order and payment - this is your proof of purchase and payment. You will also receive confirmation from your chosen payment platform (PayPal or Stripe).

Question 6

My parcel has not arrived. What do I do?

purchaser's name
delivery address for parcel (and name of addressee if different from above)
order date

You will be given the choice of:

cancelling your order whereupon you will receive a refund for the cost of the goods.
having a replacement order despatched to you provided it is still in stock.

Royal Mail will only consider items lost and eligible for a claim 10 working days after due date. A replacement or refund cannot be issued until Royal Mail have completed their investigation. Please note that at times of severe weather there may be unexpected delays to the delivery service.

Answer

Your order should reach you safely but on the rare occasion that it gets lost in transit please contact me so that I can make a claim with Royal Mail and allow them to make their investigations to recover the parcel. I will require:

Question 7

Do you carry out repairs?/Does your jewellery carry a guarantee?

Answer

I don't repair jewellery that has been purchased elsewhere. Jewellery bought from me is guaranteed for 1 year from date of purchase. If your item requires a repair due to faulty workmanship within this time I may carry out a free repair after examining the jewellery and assessing the situation. The jewellery should be as purchased and not altered in any way or have parts missing as this will void your warranty. General wear and tear, misuse and tarnishing are not covered under the warranty. Please retain the email sent to you when you placed your order as this is your proof of purchase. Please contact me immediately to discuss.