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Rivertree Jewellery

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 Wholesale supplier of Jewellery and accessories
  
FAQs

Frequently Asked Questions

At Rivertree Jewellery eBay, we're committed to making your shopping experience easy, quick and convenient. That's why we have put together the answers to the most frequently asked questions our customers have, so that you can shop with confidence.

 

ORDERING

What email communication will I receive after placing my order?

Once you have completed your order you will receive the following email communication:

¡¤  Order Confirmation - to confirm that your order has been received.

¡¤  Payment Received - to confirm that your payment has been processed by PayPal.

¡¤  Dispatched email - to confirm that your order has been dispatched.

¡¤  Feedback email - to remind you to leave feedback on your order.

How many items can I purchase per order?

Multiple items can be placed in your basket at any one time with just one delivery charge.

Can I make a bid for an item?

No, all items are listed at a 'Buy it Now' price.

Can I change my order?

Unfortunately, once you have submitted your order we are unable to amend it.

Can I change my delivery address?

No, you can only change your delivery address at the time you are placing your order. Once you have submitted your order we are unable to amend the delivery address.

Can I cancel my order?

No you can't cancel your order. Once you have received your item, you will have to return the unwanted item(s) in accordance with our returns policy. Please see the 'returns and refunds' section.

PAYMENT

How do I pay?

We only accept payment via PayPal, which is the quickest, easiest and most secure way to pay.

When will I be charged?

Payment is charged to your PayPal account immediately.

How long do I have until I have to pay?

Please pay for your orders within 4 days. We will keep orders open for a total of 9 days, but if you haven't completed payment within 4 days, we will open an Unpaid Item Dispute (UPI). You will then have a further 5 days to pay, at the end of which, we will cancel the sale and restock the item.

Will I receive confirmation of my order?

Yes, you will receive an email confirming your purchase, which will provide full details of your order. You will also receive confirmation that we have received your payment from PayPal.

DELIVERY

How much does delivery cost?

Standard delivery is currently FREE on all orders delivered within the UK. In-stock items are dispatched within 48 hours - please allow 3 to 5 working days (7-10 for outside the UK) for the delivery of items. Deliveries are made from 8am until 6pm each day and may require a signature. For this reason, you may like to nominate a secure delivery address where someone is available to sign.

Express Delivery costs ¡ê5.99 per order to the UK no matter how many parcels we send; ¡ê9.99 to other countries within Europe no matter how many parcels we send and ¡ê14.99 per order to the US and Canada no matter how many parcels we send. All parcels are traceable.

Please pay for your orders within 5 days. We will keep orders open for a total of 10 days, but if you haven¡¯t completed payment within 5, we will open an Unpaid Item dispute

Where do you deliver?

United Kingdom, Europe, United States and Canada.

Delivery rates and delivery times vary for each country.

Are there any UK addresses where delivery might take longer?

Yes, there are certain locations including the Highlands, the Channel Islands and remote areas, where it may take longer to deliver your order.

Do you deliver to BFPO addresses (British Forces Postal Office)?

Yes, we offer a delivery service to all BFPO addresses, by Royal Mail only. If you experience any issues with placing orders, please contact customer services.

For weight limitations and mail prohibitions please visit the BFPO website.

How long will my order take to be delivered?

The estimated delivery time for UK orders is 5-10 working days for Standard delivery (Royal Mail 2nd class) after your payment is received. Estimated UK delivery with our Express Courier DPD is 2-5 working days, although if you order by 1pm on any working day, you can receive the order as early as the next working day. Deliveries are made Monday to Friday 8am to 6pm excluding public holidays. Neither of our couriers deliver on weekends.

Please note: Whilst we make every effort to deliver goods in the time specified, we cannot guarantee delivery in that time period or accept liability for deliveries made outside of this time-scale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

Can I track my order?

For express  deliveries only, you can track your order. Visit www. Royalmail.com to track your order.

Do you deliver to PO Box Addresses?"

Yes, we offer a delivery service to all PO Box addresses, by Royal Mail only. If you experience any issues with placing orders, please contact customer services.

What will happen if I am out when you deliver?

If you are not available to accept delivery, the courier will leave a card to advise you that delivery has been attempted. To re-arrange delivery, please follow the instructions on the card.

The product I ordered is faulty / damaged or wrong item , what should I do?

We apologise sincerely if we happen to deliver a faulty or damaged item. If the product you have ordered arrives faulty or in a damaged condition, please contact us for exchange or refund.

RETURNS & REFUNDS

What is your refund policy?

We want you to be happy with your purchase. However, if it for any reason you are not satisfied, we will be happy to refund your purchase, providing it is:

? Returned within 14 days of receiving your order
? It is returned in original undamaged packaging with all tags intact
? The product is in the same condition as you received it

If the item you receive is faulty/damaged or if the wrong item has been sent, please contact us for returns instructions and we shall refund you in full. If for any reason you change your mind about an item, postage on cancellations or returns will not be refunded. Please Email for return/exchange authorization or your return will not be accepted.

When will I receive my refund?

All requests will be processed after our returns department inspects and verifies the condition of the item. Please allow 7 working days for processing of any exchange or refund. Please attach a note stating the reason for return and your order number.

What happens if the item I have ordered is out of stock?

At the time of listing, all items are in stock and available. Unfortunately in rare instances, we may not be able to fulfil an order. This may occur at busy periods, when a high volume of customers are purchasing the same items. In these instances we will contact you as soon as possible to make you aware of the issue. We will aim to offer you an appropriate alternative, however if this is not suitable we will then offer you a full refund with our sincerest apologies.

Where multiple items have been ordered, we will still fulfil the rest of your order.

 

CONTACT INFORMATION

If you have any questions about Rivertree Jewellery eBay, or a query about an order, you may find the answer within our FAQs section. However, if you still need to contact us, please email rivertreesales@london.com or call Customer Services on 02081339860.