Is the jewellery hallmarked?
Jewellery may have many different marks applied indicating manufacturer, country of origin, claimed grade of precious metal used, but these are not true hallmarks, as required by law in Britain, and are not recognized as a guarantee of either quality or source although Balinese jewellery generally has a very good reputation for compliance.
It is a legal requirement in the UK that any item of precious metal being sold as such, i.e. described as silver, gold or platinum, and weighing more than a specified amount, be independently tested and marked to confirm their content.
Our jewellery is tested and hallmarked where required at The Assay Office, Goldsmiths' Hall, Edinburgh.
Read more about hallmarking and the other marks you may find on our jewellery.
Can we send a catalogue?
In short, no. We are first and foremost internet based and all our product range is detailed on, and available to order through, the website.
How do I care for and clean my jewellery?
Silver will naturally tarnish and lose its shine when exposed to the atmosphere. The best way to prevent this is by wearing it! When not being worn silver is best kept in a jewellery box or bag to reduce exposure.
If your jewellery does require cleaning we recommend you use a polishing cloth. These are readily available at most jewellers or hardware stores. Never use liquid dip type cleaning solutions since they will remove the oxidization which is a feature of most Suarti designs.
How soon will my order arrive?
We despatch all orders by noon the following working day (including Saturdays) using Royal Mail 1st Class Postage, either "Recorded Delivery" or "Special Delivery Next Day" at our discretion, and we e-mail a confirmation of despatch. Therefore, you should receive your goods 2 or 3 days after placing the order; however, vagaries in the postal system are beyond our control and occcasionally there may be a delay.
Recorded Delivery. Please note that Royal Mail do not consider an item undelivered until 15 working days , excluding Saturdays, have elapsed, i.e. effectively three full weeks. If you have not received your order after seven days please notify us of the problem. If you still have not received it three weeks after posting we will send a replacement or refund you as you instruct.
"Special Delivery". This service is guaranteed for next day delivery; however, because of our location, we do allow an extra day. If you have not received your order within two days of our despatch confirmation please let us know so that we can investigate.
International orders are sent by Royal Mail International Signed For. Delivery times vary according to destination but you can usually expect your goods in 5 - 7 working days.
Details of these delivery methods and tracking facilities (Special Delivery and International Signed For) are available at Royal Mail
What if there is a problem with my purchase?
We want you to be totally satisfied with your purchase and offer a full money back or replacement guarantee in the event of damages or faulty workmanship, and a fourteen day "no-quibble" refund policy should you wish to cancel your order.
If you do have a problem, e.g. the goods are faulty, damaged, do not fit, or you have just changed your mind, please e-mail us (we will normally reply within a few hours), or phone, 01583 431298, with the details. Then, return the item with its original packaging.
We will credit your account within 24 hours of receiving the returned item.
Please see theTerms and Conditions page for full details of our returns policy.
If you have a continuing problem that you feel we have failed to properly address you can get independent advice from the sources listed at the bottom of this page.
Do I need a Paypal or Google account?
We offer Paypal Express and Google Checkout as alternative payment options but you do not need an account with either to buy from us.
Information for buyers can be found at Paypaland Google.
Is it secure?
Online shopping is safe as long as you follow a few simple precautions;
- Does the site supply full contact details? (Our address and phone number is at the bottom of every page.)
- Is the payment page on a secure server? Look for the closed padlock in the bottom bar of your browser and a page address beginning with "https:".
- Is your own computer secure? Are you using the latest version of your web browser? Does your computer have a firewall and are your anti-virus and anti-spyware programs fully functional and up to date?
Our shopping cart is provided by Mal's e-commerce (www.mals-e.com) who are tested and certified daily by McAfee Secure (www.mcafeesecure.com), one of the world's leading internet security companies, to be PCI (Payment Card Industry) standards compliant (just click on the image at the bottom of the checkout pages to view the certificate.) All pages, both in the cart itself and on the actual payment site, e.g. SagePay, Google or Paypal, where you provide personal information and card details are on SSL (Secure Sockets Layer) servers using the highest levels of encryption.
We support Get Safe Online (www.getsafeonline.org), a campaign sponsored by the government and leading businesses to give free, objective advice about internet security. For up to date information and advice about using the internet securely just click on the image.
We are accredited under the Safebuy Assurance Scheme whereby we are monitored to ensure we adhere to their code of practice and all relevant UK and EU laws. To find out more click on the image.
If you are still unsure about buying online you can order and pay by telephone or, you can place your order online and phone with your payment details. Call on 01583 431298, 9am - 9pm any day; we accept all major credit and debit cards.
You can find independent advice about online shopping at a number of sites, including
Consumer Direct
Trading Standards Central
Get Safe Online
For consumers in European Union member states you can find help and advice on cross-border shopping at your national office of The European Consumer Centre Network (ECC-Net)
