Frequently Asked Questions
Q. As I can’t see the original product before I buy, what quality can I expect?
A. All our jewellery is made to the highest standard of workmanship.
Q. Why is your jewellery smaller than it appears in the advertisements?
A. Our jewellery is photographed to give maximum detail, so customers can see clearly what they are buying. This sometimes gives the impression the jewellery is larger than it is. Where possible we do give an estimate of the size, but if you would like further information about the jewellery size before you purchase it, please do call us.
Q. Why do you sell some items lower than the RRP?
A. Being an online jewellery company, our overheads are lower; this enables us to pass some of the saving onto you.
Q. Are all your jewellery items guaranteed?
A. Yes, for 12 months from the date of purchase.
Q. Where do you source your diamonds?
A. Our diamonds have been purchased from legitimate sources not involved in funding conflict and in compliance with United Nations resolutions.
Q. Where do you source your gemstones?
A. Most of our precious and semi precious stones are purchased in Thailand, Brazil and India, with other materials coming from China and Hong Kong.
Q. Which methods of payment do you take?
A. Online, the quickest, safest and easiest form of payment, is credit card. We take Maestro, Delta, Visa and MasterCard. If you are purchasing via our reader offers, you can also pay by cheque or postal order.
Q. What if I don’t have a credit card, but would like to purchase online?
A. Please send in a cheque with a note saying what you would like to order from the website and we will fulfill this for you.
Q. When do you take payment from my credit card?
A. If the items are in stock and we can dispatch immediately, we will take the funds straight away. If we have to order stock to fulfill your order, we will wait until we have the items in stock before we debit your card.
Q. How long will it be before I receive my goods once I have placed an order?
A. All online orders are processed and dispatched the following day. If you place an order over the weekend, they will be processed and dispatched on the Monday if the product is in stock.
Q. If I need an item delivered to a different address because it is a present, can this be done?
A. Yes, when you enter your payment details, it will ask you if you wish to give an alternative delivery address, but please note that order paperwork including price is enclosed.
Q. Can I check whether you have an item in stock before I purchase it?
A. Yes, please call us on 01634 226 781
Q. How often do you take orders?
A. You can place an order online at anytime or call us on 01634 226 781 9am-8pm , Monday-Friday and Sat 9.00am-5.00pm, Sunday 10:00am-4.00pm
Q. Will you notify me if there is a problem with my order?
A. Yes, if you have provided us with contact details, we will call or email you.
Q. If I register on your website in order to purchase jewellery will you disclose my personal information to other third parties?
A. No. This is against the law. Your personal information is confidential and will remain so.
Q. How long will it take my goods to arrive?
A. As long as the postal service is working well and we have your item in stock – 3-4 working days
Q. How much do you charge for delivery?
A. Nothing! Delivery within UK, Northern Ireland & Channel Islands is free. For more information please see our Delivery Information
Q. Will I have to sign for my delivery?
A. Yes, if the order is worth over £75.00. If you are not there to sign for it, the postman will leave a card and you will have to collect it from your local post office.
Q. What happens if my order does not arrive?
A. If you haven’t received your order within 7 working days of ordering, please call us on 01608 663366
Q. What if I am not happy with the jewellery and wish to return it?
A. We will replace or refund the items returned immediately, providing they are undamaged, unworn and the security tag is still in place. Return your order to us with the completed returns form. You will have to pay the postage on the return and you must retain proof of posting. If the item is faulty Anderson & Webb will refund the postage to you.
Q. Can I return earrings?
A. We regret for reasons of hygiene we cannot replace or refund earrings, unless of course they are faulty.
Q. What happens if my goods are faulty?
A. Return the item(s) to us with the completed returns form for a full refund or an exchange. You will need to obtain proof of posting from the post office.
Q. How long will it take for the jewellery to be exchanged?
A. Once we have received the return item(s) we will replace the goods by return of post providing stock is available, otherwise we will contact you.
Q. Where do I return the items to?
A. Anderson & Webb Returns department
Shipston Mill
Mill Street
Shipston on Stour
Warwickshire
CV36 4AW
Q. How will I receive a refund?
A. The same method you paid for the jewellery. Online, this is normally via credit card.
Q. When will I receive my refund?
A. Once we have received the return item(s) normally within 7 working days
Q. What information will I need to provide to receive a refund?
A. You will need to have returned the jewellery and completed the returns form. Please ensure you provide full contact details to ensure we can contact you.
If you would like to ask an additional question, please go to our contacts section. If you are not happy for us to use your question in our - Frequently Asked Questions section please indicate as such.
