Gold Boutique

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Frequently Asked Questions

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Order Status

1. What is the status of my order?

Our friendly Customer Care Team is on hand between 9am and 5pm (GMT) Monday to Friday. We're always happy to receive your queries and facilitate the ease of your buying experience. If you require any information regarding the status of your order please don't hesitate to pick up the phone. Alternatively you could also contact us via email or live chat, just as long as it's during the above hours – we don't want you dragging our diligent team away from their much-needed beauty sleep.

If you'd like to keep track of your order the status is automatically updated via frequent notifications. Once the status changes you'll receive an email letting you know what stage it has progressed to. We'll also email your tracking information to you upon dispatch of your order. This means you can track the exact location of the courier and thereby determine the time of delivery.

Please be aware that some filters or settings may cause your email to be marked as spam. So if you're waiting on an email please first consult your 'spam box' to ensure that this isn't the case.

2. What should I do if my order is overdue?

In order to provide you with a memorable service we strive to ship every order out on time. However, due to the odd unforeseeable circumstance, it is sometimes the case that we might slightly exceed our initial estimates. Please don’t hesitate to get in touch if your estimated delivery date has passed. We’ll always let you know the reason for the delay, as well as providing relevant information concerning what happened and when you should expect to receive your order.

3. How can I track my order?

Our current provider of UK delivery is DHL Express and we also use the ever-reliable FedEx for the rest of the world. Following is a list of additional information related to your country of residence:

UK – You’ll be provided with a DHL Express tracking number once your order has been dispatched and is with the courier. This tracking number will give you an indication of the estimated delivery date, including the expected time.

If you have any further questions or queries regarding the delivery of your order you can contact DHL Express Customer Services directly on 0844 248 0844, or if you’d prefer you could use speak to them online via http://www.dhl.com/en.html

Rest of World – FedEx is our trusty provider for all orders outside the UK. Upon dispatch you’ll receive a FedEx Express tracking number, which gives you an indication of the estimated date and time of delivery.

Again, if you have any questions or queries about the delivery of your order you can contact FedEx Customer Services using their website http://www.FedEx.com. If you choose to do so please always have your FedEx tracking number at hand.

4. How long will it take for my order to be delivered?

In the interest of productivity we are committed to ensuring that every order is dispatched within 48 hours of payment. However the vast majority of our jewellery is bespoke so there might be the odd occasion when an order could take an extra two-three working days. When your order is placed we’ll display an Estimated Delivery Date and facilitate a rough estimation for the time of delivery.

5. What if I make a mistake in my order?

Of course we understand, as with anything that requires focus and feeling, mistakes can sometimes be made. Buying jewellery is no different and that’s why we’ve arranged several fail-safe services to ensure you’re always happy with your purchase.

Rings - If the ring you’ve ordered is the incorrect size we’ll resize it for you, although this may incur a £20 resizing fee to cover our own costs.

Necklaces – If you order the wrong size necklace don’t worry, it’s not uncommon. You can contact our Customer Care Team and someone will be at hand to rectify the issue quickly for you. Some of our chains vary in price though, so please be aware we might require additional payment when exchanging chains. Please also note that Gold Boutique won’t cover any postal fees for the return of an item that was part of a misplaced order.

The process of an exchange begins the moment we receive your returned item, after which we’ll keep you updated while we handle your requirements. Please ensure that you’ve read all of our product information to determine whether you’ve chosen the correct size, style, etc... Items must also be delivered in an unworn condition in order to be accepted for an exchange.

6. Can I collect my order in person?

Presently it isn’t possible for orders to be collected in person, although our sophisticated factory, warehouse and office distribution system allows us to dispatch your order at the earliest possible date. This means we can provide luxury jewellery at the lowest prices, but it does restrict us to mail-only delivery. However that doesn’t mean that in the future we won’t introduce public pickup points.

7. Do you deliver to BFPO addresses?

We do deliver to British Forces Post Office addresses. All you have to do is enter the BFPO address in the Shipping Information section of The Checkout. Shipment to BFPO address may take an additional day or two so to counter this we’ll mark such orders as urgent, thereby reducing the overall delivery time.

8. Do you offer a gift wrap service?

We don’t currently offer a gift wrap service, but that doesn’t mean that we never will. What we do offer is understated, unmarked packaging giving you the option to surprise that special someone. Each piece of jewellery will be safely delivered in a presentation box with inner-cushioning to prevent damage. The box doesn’t include any information regarding the jewellery inside, so don’t worry; your secret is safe with us.

If you’d like to receive updates regarding new features and services please sign-up to our mailing list.

9. I have received a payment error in the checkout. What is this?

Occasionally your card might be declined. This can happen for one of a number of reasons, most common of which is that the bank issuing the card has put a temporary hold on your funds. Banks often do this as a security measure when they detect that you’re making a high-priced online purchase, especially if it’s out of character comparative to your average spending. If this happens, please call your bank or card provider to inform them that you are trying to make a genuine purchase. Be assured that we’re very meticulous at this end and your card won’t be charged more than once.

If you experience any other errors or require ordering assistance please don’t hesitate to contact us during our working hours (GMT), on 0191 444 4444.

10. In the case of a refund how long will this take to process?

The moment your jewellery reaches us it will be processed by a member of staff from our Returns Department. Soon afterwards a refund will be sent to the card used at the time of purchase. This will normally take 3 working days to complete. Unfortunately we have no control over this timeframe and the expediency of this service rests solely on your bank or card provider.

11. Can you deliver to alternative address?

The answer is yes. If you wish for your order to be delivered to somewhere other than your billing address please specify at The Checkout. Alternatively, if it’s more convenient, we could also arrange for your order to be delivered directly to a recipient who lives faraway.

If you have provided your mobile telephone number our courier service, DHL will endeavour to text you when your order is on route which gives you an option to leave in a safe place. If the leave safe option is chosen, Gold Boutique would not be liable for any occurrences of the order being declared lost.

12. Can I place an order by telephone?

Yes, of course. You can call our Sales Department on 08459 0146 545, provided it’s between the hours of 9am and 5pm (GMT) Monday to Friday. The process of making a telephone order takes only a few minutes and is always relatively effortless. One of the amiable members of our team will be available to answer any questions you might have.

Telephone orders are placed in pretty much the same way as online orders. All we require is that you provide an email address for the purpose of sending order and shipping information.

13. Will my jewellery be sent in plain packaging?

Yes. All of our jewellery is delivered to you in discrete packaging so as to keep your surprise under wraps. Each piece will also be packaged in a presentation box. This includes soft inner-cushioning to prevent damage, as well as an envelope and a DHL/FedEx box. The box is designed to keep your surprise and doesn’t include any information regarding jewellery on the exterior.

14. At what time in the day will my delivery be made?

Upon dispatch you’ll receive tracking information via email. Within this email we’ll also specify an estimated date and time of delivery. The estimated time is normally either ‘Before 12pm’ or ‘Before 6pm.’

15. How do I determine my ring size?

Gold Boutique offers every ring size ranging from A to Z, including half-sizes. There are multiple ways to determine your exact ring size, most of which consist of a visit to your local high street jeweller. Usually someone in-store will have a gauge ring or calliper and they can tell you your measurements. Alternatively, if you’re a UK resident please click here to order a free Ring Sizing Gauge from Gold Boutique.

Security

1. Is Certification Provided With All Jewellery?

As a seal of approval Gold Boutique provide an Official Manufacturer’s Appraisal Certificate for every item bought from our store. This certificate shows the independently valued retail price of each Gold Boutique item. The appraisal value is calculated using a comprehensive evaluation of the composite characteristics of each item of jewellery. In addition we also offer certificates issued by the Gemological Institute of America (GIA), the European Gemological Laboratory (EGL) and the American Gem Society (AGS), all of which represent the very zenith of reliability and integrity.

2. Can I return an unwanted item and, if so, how do I?

If, upon reflection, you’ve decided you aren’t happy with your purchase you can always return it to us for a full refund, exchange or replacement. However you must notify us within 30 days of receiving the item in order to be eligible for this service. Returned items can only accepted if they’re in an unworn condition and still fitted with tags. If you decide you’re unhappy with your jewellery after the 30-day return period we’ll often still offer you an exchange.

Remember it’s your responsibility to ensure that all returned items arrive safely with us. Please make sure you acquire insurance and tracking information for your returned item. We must stress that Gold Boutique can’t be held responsible for packages lost on the way to our returns department.

3. Do you offer exchanges?

If you’d like to exchange a piece of unwanted jewellery for a different piece you can contact us within 30-days of receiving it. All exchanges must be equal-to or greater than the initial order value. We will always endeavour to facilitate your request, provided it is within or very close to that 30-day constraint.

4. What happens if no one is available to accept the delivery?

Upon delivery, all orders shipped by DHL and FedEx require a signature at the door. Due to this requirement there must be someone present at the address to accept the delivery. This might sound like a nuisance, but it actually safeguards your order and ensures it reaches its intended destination. If there is no one available when the courier arrives, your parcel will be held at your local DHL or FedEx facility and a card will be left at your door, notifying you about how to collect it. Redelivery or pickup can be arranged by contacting the relevant delivery company using the following numbers:

DHL Customer Service: 0844 248 0844

FedEx Customer Service: 0345 607 0809

You can also use contact forms for both DHL and FedEx if you want to make less urgent enquiries or complaints. You will find these on the Contact Pages of their respective websites: www.fedex.com, www.dhl.co.uk

5. How can I be sure it’s safe to order?

Our current provider of UK delivery is DHL Express and we also use the ever-reliable FedEx for the rest of the world. Following is a list of additional information related to your country of residence:

If you’d like to check the address bar in your browser you’ll see our company name and details. We regularly undergo full organisation validation and rigorous testing by third parties. You see, we understand how vital it is for us to maintain this prodigious seal, which is only associated with the most trusted companies on the Internet.

6. Is my jewellery insured during transit?

Yes. Every piece of jewellery we ship is insured during transit. This covers any problems, such as loss, theft or damage, which could arise whilst your order is being delivered. If such a problem occurs another item would be sent to you straightaway. It is the responsibility of Gold Boutique to then delve into any issues we might have with our courier.

7. How do I know my details are secure?

At Gold Boutique we can ensure you that your details will always remain secure. This assurance is supported by our partnership with Comodo, providers of the highest level of website security available. We also utilise Comodo’s Extended Validation (EV) SSL certificate, which is a 2048-bit, highest-assurance certificate that guarantees all your personal and payment information will remain safe. On top of all this we are fully PCI DSS compliant to the standard determined by the Payment Card Industry Security Standards Council.

Store Information

1. Where is your store located?

As an ecommerce site we don’t currently have a physical store, nor do we have the overheads associated with running one. This means that, like most online jewellers, we don’t currently have a showroom at any of our offices or factory addresses. Conversely it does also allow us to bring you the best possible prices.

2. Why are your prices so low?

For many years Gold Boutique has been manufacturing high quality diamond and gemstone jewellery at very competitive prices. We’re dedicated to putting quality first and avoiding substandard products. Other jewellers operate muddled chains of physical stores with various overheads, but we don’t. This means we can meet your needs with a more personal touch and consistently provide the best prices on your favourite luxury jewellery.

3. What are your opening hours?

Our store is open to you 24-hours-a-day for 7-days-a-week. However, should you have any queries or questions, our Customer Care Team are available via telephone, email and live chat, but only between the hours of 9am and 5pm (GMT) Monday to Friday.

4. How do I contact Gold Boutique?

You can contact us on 0845 453 3545 (UK only) between 9am and 5pm (GMT) Monday to Friday.

If you live outside the UK please use our alternate number 0545 4363 6353 between 9am and 5pm (GMT) Monday to Friday.

5. How quickly will someone get back to me?

Our Customer Care Team is very efficient and always on-hand during our operational hours of 9am to 5pm (GMT) Monday to Friday.

We’ll respond to your emails and contact form queries within 3 working hours. The Gold Boutique Live Chat Service can also be found via the speech bubble in the bottom right corner of your browser window. Use of this bubble will alert one of our team who’ll reply to your query immediately.

If you’d like to speak to us directly please don’t hesitate to call on 0845 493 8583. In the unlikely event that there aren’t any members of our team available please leave a message and we’ll respond to you promptly.

6. What is covered under the Gold Boutique guarantee?

Your satisfaction is our priority, more than anything else, so we want to hear from you if one of our products has fallen short of your expectations. We give you seven working days from receipt of your order to notify us that you wish to return your item(s). We also allow a further 7 days to ensure your item is safely on its way back to us. However if you haven’t made a prior arrangement with Gold Boutique the item(s) will be returned to the sender.

7. Why do you use white gold as opposed to platinum?

Gold Boutique boasts myriad jewellery pieces in remarkable 9 – 14 carat white gold. Presently white gold is far superior to platinum in terms of popularity. For the most part the platinum used to make jewellery is very high purity. In fact it is often purer than gold, save 24-carat gold, which is 100% pure. The purity of platinum is measured by parts per thousand. An example of this is when platinum scores 950, meaning that it is 95% pure. Anything that exceeds this score is considered pure platinum. Aside from its evident high quality platinum is also much more affordable.

The common alloys used in white gold (copper, palladium and zinc) provide its pale lustre. These are then plated with a rhodium layer, which, like most materials, can become tarnished over time. This is most common in rings that are worn frequently and hug the skin. In order to maintain their radiance it is advisable that you re-plate white gold rings every one to two years. This service is provided by most jewellers for minimal cost.

Shipping

1. Which countries do you ship to?

Presently we use DHL Express to make deliveries all over the UK. We also provide for the rest of the world, using free and insured FedEx Express delivery to reach around 220 other countries and territories.

2. Are there any shipping fees?

At Gold Boutique we offer 100% free shipping on all jewellery items, so no, there are no shipping fees whatsoever.

Gemstone & Diamond Jewellery

1. Do your stones undergo any treatment?

Gemstones are altered in order to enhance their colour and clarity, giving them an unnatural allure. We can verify, however, that our own stones don’t undergo any such treatment. Every single one of our selected diamonds and gemstones are natural, with the exception of Cubic Zirconia, which is a 100% synthetic stone.

2. Can I be sure your stones are ethically sourced?

The answer is a definitive ‘yes!’ Faithful to our ethical principles, we continue to maintain a heartfelt relationship with some of the finest gem miners and suppliers around the world. We’ll only use diamonds and gemstones sourced from reliable and transparent suppliers, around the world. In addition we adhere to strict ethical policies to counteract any improper treatment, inadequate conditions or conflict that might degrade an organisation, whether it is directly or indirectly involved, in the supply chain.

3. What is the quality of diamonds used in your jewellery?

Our range of diamond jewellery consists of stones that vary in colour and clarity. Each stone ranges in colour from G to M, whilst clarity is defined on a scale of I-3 to SI-1. Quality control measures are also undertaken throughout the manufacturing process. This means we can ensure that both the colour and clarity of each product will reflect the examples shown on-site. Further measures are also taken at the hallmarking stage, allowing us to stamp that firm seal of approval on your product, as well as ensuring your satisfaction, which is paramount.

4. Why are diamonds expensive?

Many people believe that the rarity of a diamond is what makes it so expensive, but this is a common misconception. In fact diamonds are no rarer than a lot of the other stones we sell, many of which are marked at a lower price. The truth is that diamonds are widely considered the most alluring of all stones. Indeed their brilliance is undeniable and the light complements each painstaking cut in a different way, making every one unique. They are also symbolic of wealth, class, sophistication and love, due, in part, to this fine allure acquired over centuries of careful craftsmanship and abiding appreciation.

Diamonds are ranked highly on the Moh’s Scale of Mineral Hardness making them difficult to cut and polish. Thereby a lot more work goes into sculpting diamonds and refiguring the light that gives them such individuated beauty and significance.

5. Where are your rubies sourced?

Most of our rubies are either sieved from rivers or mined in the forested hills of the Chanthaburi region, near the Cambodian border. The illustrious Gem Cutters of Chanthaburi are widely-regarded as the best in the world. We also receive a large quantity from other exotic countries like Brazil (the world’s leading producer of gemstones), as well as the fascinating, far-flung region of India known as Rajasthan.

6. Why is Ruby red?

The reason rubies appear red in colour is due to the impurity Chromium, which is part of the stones natural composition. It isn’t uncommon for rubies to vary in hue, sometimes gaining the pinkish tint we associate with rubies mined in Burma or the violent hue that’s reminiscent of stones from Thailand. In the jewellery industry the ruby has also become synonymous with love, in as much as it captures a vivid red light that evokes power, warmth and grace.

7. Where are your emeralds sourced?

Most of our emeralds are sourced from Rajasthan, a more arid part of India edged by the foothills of the Himalayas. Our emeralds are also sourced from a fecund region of forests and grasslands in central Zambia, Africa. It should be noted that these emeralds are unusually flawless and evenly coloured.

8. How are rubies formed?

Rubies are remarkable gemstones that have pervaded human cultures for thousands of years. Many believe that they symbolise the human heart, so it’s no wonder they’ve fast become a favourite amongst customers. They consist of variations of the mineral Corundum, from which Sapphire also forms. This charming mineral is manifest in various colours, such as azure, orange, yellow, green and the luscious red that distinguishes the ruby.

9. What type of pearls do you use?

In keeping with our love of natural beauty we only use freshwater pearls plucked from molluscs found in lakes, rivers and ponds. It’s one of life’s little marvels; a single mollusc can produce up to 50 pearls at a time, each of which takes several years to grow.

Saltwater pearls, like the Akoya Pearls, are created by ocean-dwelling oysters and are much harder to attain than freshwater pearls, commonly found in shallower waters. That being said, in the last few years it has become easier to harvest rounder, clearer freshwater pearls with a full nacre and brilliant lustre. For this reason freshwater pearls are now the more popular of the two types. Thereby at Gold Boutique we only use natural, freshwater pearls for all our pearl jewellery.