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Information |
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| Frequently Asked Questions |
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How do I know that my information is secure?
All of your personal information is secured by a SSL certificate, meaning that it passes to us in an encrypted form. We also takes steps to make sure that the information is secure once we have it, and we will never sell or give information to anyone outside of the company, unless legally required to.
What are your shipping methods & costs?
Take a look at our shipping & returns page for details by clicking the link in the information box to the left.
The product I received looks different to the picture on the site. Why?
The fact that our products are handmade from natural materials, means that the stones used may vary in colour and texture. Also the software, hardware, and transfer of data may also affect the quality of the images (and some people still use monochrome monitors!)
Do I have to give you my real email address?
When ordering or enquiring about an order, please provide a valid email address. Ideally do not used free ones such as hotmail etc., as often the boxes are full of rubbish, and our emails get bounced. Your email address is only used for order confirmation, shipping confirmation, and to contact you if there is a problem with your order. Quite simply, if we cannot contact you, we may have to cancel your order. Also please keep all email receipts and order numbers until you receive your order. If you do not get an email confirmation of your order within 24 hours, then it is likely your order has not been processed, and you should contact us.
I've had this product for a while and it has now broke, can you help?
It is likely that we can fix it, please contact us, and we will tell you if a fix is possible, and give you a quote. We cannot guarantee to be able to fix it, so please be careful and try not to break it in the first place.
I really wanted that product but it has sold out. Do you have more?
Most of our products are one-of-a-kind designs, or are limited in quantity. Once they have gone, usually there are no more available. If by chance you order a product that someone else has already ordered (it takes our system a few seconds to mark it as sold), then your payment will not be processed, and you will be contacted. If it is something that you cannot possibly live without, then contact us, and if we have the supplies, we may be able to make another one for you, but this cannot be guaranteed.
I want to be kept up to date with your latest news and products, do you have a newsletter?
Yes we do. If you create an account, you can sign up to our newsletter as part of that process. You will not be bombarded with rubbish from us, as the newsletter is only sent out once a month or less.
Why can't I order from you?
We reserve the right to refuse service for reasons including (but not limited to) non-payment of past orders, failure to reply to emails, providing false information, or use of false or stolen credit cards.
Do you sell wholesale?
We currently do not sell wholesale.
Do you do custom work?
Yes we do, please contact us to discuss your requirements.
I have a question not listed here, how can I get it answered?
Please contact us and we will answer it, and if it is applicable to others, we can also add it to our FAQ so that it will be there next time. |
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