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HELP & ADVICE

What can we help you with?

Use the search facility and if you can’t find the answer to what you’re looking for, feel free to contact us directly
sales@idealgems.co.uk/

Make an Order

You must have an account to place an order. If you’re an existing customer, you can enter your registered email address and password to sign in before starting your order.
To place an order, simply click on an item, select the size and press ‘Add to Bag’Once you’ve finished shopping, just select ‘Go to Checkout’ from your shopping bag.
If you don’t have an account, don’t worry – you can create one at the checkout.
You can then choose your method of payment and complete your order.
We will send an Order Acknowledgement email within 24 to 48hours to your registered email address once the order has gone through. Remember to check your junk and spam folder too!
Like to place your order by phone, we’re open 24 hours a day. Please note we can only take orders over the phone if you’re paying by credit or debit card.


Order Acknowledgement and Confirmation
Payment will be processed and taken when the order is placed with us. This is not an order confirmation or order acceptance from us
We will send you, as soon as possible, an Order Acknowledgement Email. It will confirm which goods you have ordered. When we Despatch your we will send you an Order Confirmation Email. This email constitutes a formal acceptance of your order by us. This also means that a binding contract between us is formed and you and we are obliged to fulfil our obligations under that binding contract..
Please note that orders will only be despatched once we have authorisation from your payment card issuer. We will aim to inform you as soon as possible if there is an issue with the payment authorisation process or with any validation checks for your order. We will not accept your order if payment is not authorised. Where there are issues with the authorisation process or validation checks, your delivery may be delayed as a result.


We Do Not Have To Accept Your Order, And In Particular, We Will Not Accept Your Order If:
• we do not have the goods in stock/the goods in stock appear to be damaged;
• your payment is not authorised;
• there is an error on our Website regarding the price or other details of the goods;
• you have cancelled your order in accordance with the instructions below
• We will be in contact with you as soon as practicable (by email or by phone) in each of the above circumstances to discuss your options. We reserve the right to refuse any order.


There are two ways to check whether your order has gone through successfully.
Once you have placed your order, you will receive an automated ‘Order Acknowledgement Email’ within 24 -48 hours, which will include all of the items that you have ordered and expected delivery dates. You will only receive this email if you have a valid email address registered to your account. For information on how to add or amend your email address click here.
If you do have a valid email address registered to your account and you haven’t received an order confirmation email, please check to ensure that the email has not been filtered into your ‘junk’ folder.
If you still can’t find the email, contact us

If further stock of an item is expected, an estimated date will be shown in the drop-down menu, for example ‘Order now for delivery in 2-3 weeks’.

Alternatively, why not check out our latest arrivals

Yes you can view your order history by logging in to your account and clicking on the My Account tab.

If you haven’t received a confirmation email within 24 hours of placing your order but have been charged, please let us know and we can check this for you.

 

You can save items in your basket using the save for later button. This feature is exclusive to full price items only. Save for later is not available during sale periods

From time to time we send promotion codes to customers. To receive your discount, simply enter the code into the ‘Promotion Code’ box at the checkout. The code is made up of a mixture of letters and numbers.

If the promotion code isn’t working, please make sure it has been entered correctly. All promotion codes must be entered in capital letters exactly as they appear on your brochure, promotional card or email. The promotional discount will be applied immediately before payment is taken.

All conditions and expiry dates for any current promotions can be found in our ‘Terms and Conditions’

Can I change/cancel an order?

 

You may change or cancel your order within 2 days of placing the order, starting the date you placed the order and payment is received. You need to email us and request the change or cancellation.

We do Custom Orders also. Please send us the image of the item and we can give you a quotation

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