FAQ

How Do I Place An Order?

 

You can place your orders either via my online shop, or by contacting me directly via mail or telephone.  Once you have placed your order a confirmation email will be sent to you setting out the details of your purchase and when you can expect delivery.

 

Delivery Times

 

Orders are posted daily (except on Sundays!) and all items are sent out by ‘Royal Mail Tracked’ to ensure safe delivery.  If orders are received before 3pm they will be sent the same day (unless stated otherwise).

UK Delivery Costs

 

£4.99 Standard delivery - Royal Mail Tracked 48 (2-3 working days).

£6.99 Next day delivery - Royal Mail Tracked 24 (next day for orders placed before 3pm).

 

Exchanges and Returns

 

I offer a 14-day exchange or full refund returns policy on most items (excluding earrings).  If you received a damaged or defective item, please contact me on; sales@emmafletcherjewellery.co.uk and I will ensure any issues are resolved swiftly and to your complete satisfaction.  Any refunds will be credited within 3-5 days (Pay Pals policy) upon receipt of the returned goods.

 

Product Availability

 

All handmade items are unique and I will ensure every effort is made to fulfil your order, however, my items are made available on a “first in-first out” basis so if a piece was immediately sold beforehand I will contact you to arrange an alternative bespoke piece or a full refund.

 

Guarantee

 

I provide a full 24 month guarantee on all my pieces.  Should any turn out to be faulty or not as described during this period I will happily repair or replace the item free-of-charge, once the faulty items are received.  You will be kept fully informed with regards to the progress via email.

 

Hallmarking

 

Although my jewellery is made using 925 sterling silver they are exempt from the Hallmarking Act 1973; as the silver content is below 7.78gms.  If however you would like an item hallmarked please contact me on sales@emmafletcherjewellery.co.uk and I will happily arrange for this to be done at an additional cost of: £20.00.

Your privacy is very important to us.  Emma Fletcher Jewellery is committed to protecting your data and to complying with the General Data Protection Regulations (GDPR).

 
Why do we collect your Personal Data?


In accordance with GDPR law we collect personal data for the following reasons:

  • For the fulfilment of a contract - eg the processing of an order

  • With your consent – eg where you have agreed to us using your information

  • Legitimate interests – eg in the interests of us managing our business to provide our customers with the best service.

  • Legal obligations – eg where we are required by law to share information

 
How do we collect personal data?


We receive information from you when you enquire or complete forms on our website, contact us by phone, email, via social media or face to face in respect of any product or services that we sell.  If you are commissioning bespoke jewellery from us we will record personal information that you voluntarily give to us during the bespoke design and manufacturing process – for example face to face, via email, on the phone or via any live chat system during your design consultation. This information may include your name, email address, postal address, telephone numbers, other contact or delivery details, account details, details of friends or relatives for which your bespoke jewellery is connected. As part of our personal bespoke design service we may collect information about you or whoever you are commissioning the jewellery for, such as interests and style preferences, ring sizes and any physical information needed to complete the design.  If you contact us at any time, we may keep information relating to that conversation.
 
How do we use your data?


We use your information in the following ways:

  • To answer enquiries and to process orders that you have requested of us, including, but not limited to, the communication with you before and during a commission, the manufacturing and the delivery of your jewellery.

  • To design individual pieces of bespoke jewellery for you or whoever you are commissioning the item for.

  • To process your account with us including, but not limited to, the payment for our products and services. We do not store your credit card details on our servers.

  • To carry out any obligation resulting from any contract between you and us.

  • If you have provided us with specific marketing consent we may use your contact details after your commission or order has been fulfilled, to occasionally notify you of events, products, services, news and information that we believe may be of interest to you.

  • To help us identify you and your account with us.

  • To keep records of sales, bespoke commissions or other transactions and to carry out internal statistical analysis for the purposes of business forecasting, management information, research and generally developing our business.

  • To reply to any complaint, concern or comment you have raised, both directly to us or via social media or online review site.

If you are unhappy for us to use your data in any of the ways mentioned above please contact us.
 
How and Where Your Information is Stored


The safekeeping of your personal data is very important to us and we will take all reasonable measures to ensure it is protected in accordance with our terms and conditions and applicable laws.  Your data is stored in the following ways:
Electronically on our secure servers

  • Within our accounting software

  • Information relating solely to your design may be written within our designers’ sketchbooks and goldsmiths’ making instructions

 
Third Parties


We do not sell or give your personal data to third parties for marketing purposes.  If we work with partners or contractors they may have some access to your personal data but only to the extent needed to do their job with us.
 
Retention Periods


We will keep your personal data for so long as it is needed for the purposes mentioned above.
 
Your Rights


You have the right to view, edit or remove your personal data. You can do this by creating an account in the customer’s login area of our website, alternatively you can notify us via email, on the phone or face to face and request your personal data to be modified or deleted.  We will not contact you for marketing purposes unless you have given us your prior consent. You have the right to ask us not to use your personal data for any purpose, eg for marketing. You can opt in or out of any marketing preferences via our website or by notifying us via email, on the phone or face to face.  We do not use automated individual decision making.  We do not knowingly collect personal data from children under 13.


Subject Access Requests should be addressed to The Data Protection Officer, Emma Fletcher Jewellery, 12 Maltings Close, Baldock, Hertfordshire, SG7 6RU.


Further information is available at www.ico.org.uk

PRIVACY POLICY

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