F A Q'sFrequently Asked Questions How do I place an order?
As you browse through our site you can add any items you wish to buy by clicking the Add to Basket icon, found on every page within the catalogue. By putting items in your ‘shopping basket’ you are not obliged to buy and items can be removed at any time. When you have finished making your selection and wish to complete the transaction you proceed to the checkout and complete the order. We accept the following credit and debit cards. For customers we can also accept cheques and postal orders. We regret we are unable to accept cheques in any other currency than Pounds Sterling.
How secure is it to send my Credit Card over the net?
Your credit / debit card transaction will be handled by Protx, powered by Worldpay one of the worlds leading payment providers which are part of the HSBC group. All transactions operate under 128 bit encryption within our site. This means that at no time are your credit card details held in clear text on any web site. The details are only decrypted once they reach us to protect your privacy. If however you prefer not to give your credit card details online, you can order over the telephone by speaking to customer services on +44(0)1638 660110 and arrange to pay by cheque or postal order.
How do I cancel my order?
Should you need to cancel your order, (for instance you purchase one of our designer handbags or a piece of our Swarovski crystal jewellery and decide it no longer meets your requirements), and wish to use your statutory rights to do so, you must tell us in writing, via email or call our customer service centre within seven days of placing your order and return the product to us if it has already been received by you. You are responsible for the cost of returning the product.
Under the distance selling regulations, you have the right to cancel your order for any home delivery item for a full refund. This does not however apply to items personalised or made to your specification. How do I know if you have received my order?
Once you have completed the checkout process a confirmation e-mail should arrive at the e-mail address you have provided. Should this not be received within two hours then please contact customer service so we can help you with the order. Do you deliver Internationally?
Yes, we can deliver to most international locations. We charge £10.50 shipping to Europe, £12.50 shipping to the US and £14.50 shipping to America and Australia.
What about your delivery service?
Upon receipt and authorisation of your payment, under standard delivery, goods will normally be delivered within 2 or 3 working days, but some items do take 5-7 days - this will be shown in the product description. Postage and packing is free for all goods under the value of £50 shipped to the UK or Eire, however we do charge carriage for international deliveries and this charge will be advised at the time you place an order. Please note all of our shipments require a signature on delivery. For an additional cost your parcel can be upgraded to guaranteed next working day delivery, to arrange this contact customer service after placing your order. Estimated delivery dates for International shipments are available on request from customer service. Can I send my order to an alternate address?
Yes! At arm candy, we understand that it might be more convenient to have your order delivered to an alternative address. For example you may wish us to deliver your fabulous new designer handbag to your work place. Simply have the full postal address ready when you place the order, enter the details during checkout and we will deliver to your preferred address.
If the order is a gift for someone, please let us know by indicating during checkout and we will be happy to send it directly to them and for a small additional charge we will even gift wrap it for you! Although the invoice will detail your name and address, it will not show any prices or payment details. A copy of the invoice containing these details will be sent to you the purchaser. Can I order now but delay my delivery as I am going on holiday? Yes, please contact customer services after placing your order and let them know the date you wish us to ship your order on, unless otherwise advised we would always ship as soon as possible. Due to carrier constraints we cannot guarantee a delivery date unless a premium is paid for 24hr delivery. Again please contact customer services immediately after placing your order to arrange any carriage upgrade. How do I Return an unwanted or damaged item?
All products sold by arm candy are backed by a 30-day money back guarantee. We hope you are happy with your purchase, but should you change you mind about the item you have ordered, or should your product have been damaged in transit to you, simply return it within 30 days of receipt in accordance with our return instructions and using the returns address enclosed within your order. Please indicate on your returns form the reason for return to enable us to provide a replacement as soon as possible.
We recommend that you use recorded or special delivery for insured return of goods and we cannot accept liability for any goods lost in transit to us. The item must be returned complete, in a clean condition and in its original packaging for the purchase price to be refunded. As a further precaution we suggest you don’t indicate anywhere on the parcel that it contains jewellery or a designer handbag. You need to allow up to 30 days from receipt of your returned order at our customer service centre for your refund to be processed.
Refunds can only be issued in the same method as the original payment. We only refund your postage and packing if the item is faulty. For all other returns you will be responsible for the costs incurred in returning your item to us. Who do I contact if I need assistance?
If you have a query about an order, or wish to comment on the service you have received, or would like any further information and assistance please call our customer service representatives on +44(0) 1638 660110 or email julie@armcandy.me.uk Can I pay in instalments? No, sorry at present we cannot arrange credit for our goods although should there be demand for the service we may introduce it in the future. Do you carry out jewellery repairs or valuations? No, we do not have the facility to arrange repairs’, as any of our jewellery, which is returned to us faulty under our 30-day warranty, is replaced with new or fully refunded. We cannot carry out jewellery valuations and advise you seek the services of an NAG registered valuer. Do you have a print catalogue? No, sorry at this time we do not have a print catalogue our entire range is accessible through this website. Please sign up for our newsletter for all the latest offers and news from arm candy and to be informed of new product launches. Do you take backorders? No, all our products are 100% stock and as such it is not normal policy to accept backorders. Will I receive a presentation box?
Generally no, although all jewellery shipped from arm candy comes in our pretty gossamer bags, and we ensure that all goods are securely wrapped to protect them as they pass through the shipping process. Sometimes our suppliers provide presentation boxes and these are of course sent on to our customers.
What about gift-wrapping? Yes, we can arrange to gift wrap, just select at time of ordering and for a small additional charge we will be happy to do this for you.
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