FAQ

SHIPPING

Packaging


Your jewellery will always be boxed and beautifully wrapped in tissue paper and posted to you in a reusable and recyclable cardboard carton for transport purposes. Requests to have mutiple items packaged within one jewellery box will be honoured where possilble and at my discretion.




Domestic Shipping (Shipping within the UK)


All items are posted using Royal Mail. All jewellery up to the value of £75 will be posted via 1st class recorded delivery with the option to upgrade at check out. Everything else above £76 will be posted Special Delivery. All items over £250 will be delivered by insured courier and will be billed for seperately. Any alternative postage requests must be arranged by the buyer at the buyers own risk and expense and discussed with me in advance.




Overseas Shipping


IMPORTANT UPDATE FOR EU CUSTOMERS: UNTIL FURTHER NOTICE SALES TO THE EUROPEAN UNION ARE PAUSED. Following the UKs departure from the EU, there remains some uncertainty regarding the rules and charges EU customers may face therefore here at Vanessa Miller Jewellery we have decided to pause sales to the EU. We will open sales again once we have clarity. Thank you for your continuing support. Please sign up to our newsletter to stay up to date. GDPR - although our GDPR policy was compliant with EU law until 31 December 2020 as of the 1 January it may not align again we are awaiting clairty on this issue and will update our policy and practice as necessary. ************************************************************************************************************** INTERNATIONAL CUSTOMERS (USA & CANADA / WORDWIDE excludes EU) All purchases are subject to a postage and packaging charge and will depend on the value of your purchase and your shipping address. All purchases will be shipped via an insured and approved courier usually FED EX. You will receive a bill via your supplied email address. Please ensure you include your email address and full telephone number including area code at checkout. Your order will be updated and processed once payment for product and shipping has been successfully received in full. PLEASE BE AWARE the total order price and postage charges does not include import taxes. Any customs charges are the sole responsibility of the customer




How long will my order take


Some items are ready to post within 2 days, others need to be made to order and may take up to two weeks. Bespoke orders/commissions may take between 6 and 12 weeks, sometimes longer sometimes less depending on design process, complexity, changes made to design at various points of the process and time of year. I aim to keep my customers fully informed throughout but if in the unlikely event you are unsure at any time please ask, I'm more than happy to help.




How long will delivery take?


You will be informed via email as soon as your order has been confirmed and when dispatched; all available tracking details will be supplied at point of dispatch. UNITED KINGDOM Once dispatched please allow 7 working days for Royal Mail recorded (signed for) delivery and Royal Mail Special Delivery should arrive next day by 1pm, however if dispatched on a Friday delivery should be Monday by 1pm. Please be aware, if your order is to be delivered via insured courier delivery will be Tuesday to Friday there is currently no option to deliver on a weekend using this service. You will be advised when billed the estimated delivery time but is expected to be within 4-5 working days. Please note, all delivery is outside of my control once passed to Royal Mail or insured courier for delivery. It is the customers sole responsibility to ensure at checkout all your delivery details are in full and correct as once passed to the postal company it will be too late to make any changes. If an incorrect address is supplied and the parcel is returned or redirected (if possible) the courier or postal services charge will be passed onto the customer for payment from Vanessa Miller Jewellery (Vanessa Miller). USA & CANADA / WORLDWIDE Once dispatched you will receive notification via email confirming successful payment for product and packaging and postage. Your order will be delivered via insured courier, delivery will be Tuesday to Friday there is currently no option to deliver on a weekend using this service. You will be advised when billed the estimated delivery time but is expected to be within 4-5 working days but may be delayed due to customs in the receiving country.




How is my order shipped


Domestic (United Kingdom) depending on value your order will be shipped via Royal Mail recorded (signed for) delivery or Royal Mail Special Delivery - both methods of delivery will require a signature. Products over £250 will be shipped via an insured approved courier such as FED EX. You will be billed seperately for the cost of postage via your supplied email address. Please ensure to include your email address and full telephone number including area code at checkout. Your order will be updated and processed once payment for products and shipping have been successfully received in full. INTERNATIONAL CUSTOMERS (USA & CANADA / WORDWIDE excludes EU) All purchases are subject to a postage and packaging (P&P) charge and will depend on the value of your purchase and your shipping address. All purchases will be shipped via an insured and approved courier usually FED EX. You will billed seperately for the cost of P&P via your supplied email address. Please ensure you include your email address and full telephone number including area code at checkout. Your order will be updated and processed once payment for product and shipping has been successfully received in full. PLEASE BE AWARE the total order price and postage charges does not include import taxes. Any customs charges are the sole responsibility of the customer




Do you offer gift wrapping?


Yes. This is a chargable service. Please select gift wrap from the shop to add to your basket. If selected your order will be packaged in a jewellery box and beautifully wrapped in brown paper and beautifully embellished; each wrap is individual and may be influenced by the season. A short gift message may be included and will be hand written by Vanessa, please ensure this is accurately typed into the message box as errors may not always be rectifiable and some amendments may be charged for this is at the discretion of Vanessa Miller Jewellery (Vanessa Miller). gift wrapped jewellery in brown recyclable paper, printed cotton ribbon and white gypsophila





JEWELLERY CARE

Caring for your jewellery


All jewellery by Vanessa Miller Jewellery is made from sterling silver or gold (9ct 18ct or 22ct).

Take care when cleaning jewellery embellished with Keum Boo (pure 24 ct gold), gold plating or oxidised. Always use a soft jewellery polishing cloth. Avoid excessive rubbing & chemical polishing agents. As with all plated items over time it will wear where handled and polished excessively.

Contact me for replating/reoxidising your jewellery.

All Jewellery Care:
Keep jewellery clean & use a silver/gold polishing cloth.
Avoid tarnishing by minimising exposure to the air. Store jewellery in an airtight box/pouch suitable for jewellery.
Avoid swimming in the sea or pool with Jewellery on. Salt water & chlorine can damage it.
Lotions & perfumes can tarnish & damage jewellery also.




Repairs and Reconditioning


I am happy to repair and recondition jewellery purchased from Vanessa Miller Jewellery. Please contact me for current prices.




I dont know my ring size?


I can make most rings to any finger size. Please contact me with your requests.

Not sure of your finger size? For a small charge (£3 plus postage) I can post out a DIY ring sizer that is super easy to use.


Resizing a Ring
If you purchased a ring from my shop and it's the wrong size please contact me as most rings can be resized. First resize will be free, additional resizing will be charged at my going hourly rate. Please note you, the buyer, must cover all postage costs including return postage with appropriate level of insurance.




What materials do you use in your jewellery?


All my jewellery is made from Sterling Silver, fine silver, Gold (9ct, 18ct 22ct) and is hallmarked.




I'm allergic to Nickel. Does your jewellery contain Nickel?


All my jewellery is made from precious metals (gold and silver) and is nickle free as per current UK legislation, which came into effect in March 2013.




Is it hallmarked?


I am registered at Birmingham Assay Office. All jewellery is hallmarked as per current UK legislation, this means only gold items 1g and over in total weight and sterling silver 7.78g and over in total weight must be hallmarked.

If an item below the legal weight is requested to be hallmarked by the buyer, an additional charge will be applied. Please note this charge is nonrefundable.





BESPOKE

Can I request a commission? / Bespoke Orders.


I am very happy to personalise or customise pieces from my existing collections. I love to remodel existing jewellery from old unworn to new loved pieces of jewellery, and design and make new pieces to your request. If you would like a bespoke piece designed and made especially for you or for a special person or occasion I also offer a bespoke service where you can commission a unique piece of jewellery direct from me. I would love to hear from you if you would like a special piece of jewellery designed and made just for you or a loved one. It's always a privilege to produce something extra special for you. You are very welcome to send me your rough sketchy ideas or a design you have in mind click here to start the discussion. Vanessa will ask you a series of questions to help gauge an idea of what you would like making. What is the process? After the initial consultation where your idea is discussed, Vanessa will design your piece of jewellery and quote you for the design, for this there is a design fee from £50 depending on complexity of the design. At this stage you will see a drawing of what your design will look like and quote for the design before you agree for proceed. All jewellery will be hallmarked at Birmingham Assay Office where Vanessa is registered. Most custom orders take approximately 6-8 weeks, but please do get in contact if you need something faster. Please scroll the images to view previous commissions and remodels. Click Here




How long does a commission / bespoke order take?


Bespoke orders/commissions may take between 6 and 12 weeks, sometimes longer sometimes less depending on design process, complexity, changes made to design at various points of the process and time of year. I aim to keep my customers fully informed throughout but if in the unlikely event you are unsure at any time please ask, I'm more than happy to help.




What is the process for a commission / bespoke piece?


After you email Vanessa the initial consultation process will begin. Vanessa will ask you some questions to build an understanding of what you would like designed and made. Following this stage, Vanessa will design your piece of jewellery and quote you for the design, for this there is a nonrefundable design fee from £50 depending on complexity of the design. It is at this stage Vanessa will draw the design and share this with you so you can see what your jewellery will look like and quote you for it to be made. Once you agree the design you will pay a non refundable 50% deposit and the remaining sum prior to dispatch or collection. All jewellery will be hallmarked at Birmingham Assay Office where Vanessa is registered. Most custom orders take approximately 6-8 weeks, but please do get in contact if you need something faster. Please scroll the images to view previous commissions and remodels. View here





PAYMENT

What form of payment do you accept?


Payment by Credit or Debit Card is accepted via Paypal, WIX payments. I do not accept payment by cheque. Please note I hold no financial details about you. Any queries regarding what financial information is held about you should be directed to Paypal, WIX or Etsy.





RETURNS & REFUNDS

Refunds


Please contact me if you have any problems with your order. I am happy to accept returns and exchanges of unused items. Please contact me within 14 calendar days of delivery and return the item(s) within 28 calendar days. Conditions of return: Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Used goods will not be accepted for return. The following items can not be returned or exchanged due to the nature of these items, unless they arrive damaged or defective, I can't accept returns for: +Custom or personalised orders +Intimate items (for health/hygiene reasons) such as stud and hook earrings +Items on sale +Used goods I am not responsible for any returned parcels that have not been received by us. If an order is returned to me due to incorrect or incomplete address any returns charges applied by the courier will be passed on to the customer by Vanessa Miller Jewellery (Vanessa Miller) and is payable to Vanessa Miller. The customer will be required to pay for postage to resend the order. Forced returns are not accepted for refund and will incur additional charges such as returns charges applied by the courier.




How do I return a faulty item?


Should your jewellery arrive faulty or damged please get in touch so a refund or replacement can be arranged. The cost of return postage and postage of replacement or repaired item will be covered by Vanessa Miller Jewellery. Faulty items will only be accepted for return if the customer has received a damaged item or if a manufacturing fault occurs within six months of purchase. The item must be returned to Vanessa Miller Jewellery for assessment of damage and if deemed to be fair wear and tear or accidental damage it will not be accepted as damaged and will be void of free return postage and repair. I provide a repair and reconditioning service please contact me for details.




Can I cancel an order?


Please get in touch ASAP If you would like to cancel your online order. Unfortunately if custom work or personalisation has been requested and work started and once your order has been dispatched I am unable to cancel or amend your order. International: in addition to the above, paid for shipping is non-refundable.





WHOLESALE

Wholesale and Trade Service enquiries:


Please contact Vanessa Miller via the contact me page for any wholesale requests and service enquiries.





OTHER

Any Other Questions?


Please send me any other questions you may have via the contact me page.





PRIVACY POLICY

Privacy Policy / GDPR


PLEASE READ: GDPR - our GDPR policy was compliant with EU law until 31 December 2020 as of the 1 January 2021 it may not align. We are awaiting clairty on this issue and will update our policy and practice as necessary. ********************************************************************************************************** General Data Protection Regulation (GDPR)
General Data Protection Regulation (GDPR) comes into effect on 25 May 2018 giving individuals in the UK and European Union more transparency, rights, and control over how their personal information is used and processed by businesses. When buying from me, the seller, I use the following methods to receive payment. Craft Fairs iZettle card reader, where you provide your email address and/or mobile number to receive your receipt via email or text message; via this website (www.vanessamillerjewellery.co.uk), WixPayments, iZettle Invoice an invoice will be received via email; Etsy via Etsy transactions or PayPal depending on payment method selected at checkout. Please visit the individual data controllers identified (as listed below) to review their policy on keeping your personal information safe:iZettle and iZettle Invoice: https://www.izettle.com/gb/help/articles/2258543-how-izettle-processes-contact-details-of-cardholders Etsy.com: https://www.etsy.com/uk/legal/privacy PayPal: https://www.paypal.com/uk/webapps/mpp/ua/privacy-full Wix Payments: https://wix.com Vanessa Miller Jewellery Privacy Policy Vanessa Miller Jewellery takes the privacy of your information very seriously. This policy explains how and for what purposes I use the information I collect about you. Should you have any queries please contact me via the contact form and I will do my best to answer your questions. In order to operate my business the following information will be collected from you: o Your name, address, email address and phone number when making a purchase; This information will be collected from you so that I can: o process orders/payments submitted by you o to communicate with you about your ordero verify your identity where necessary o to fulfill your ordero check the progress of orders in the postal system UK and/or International o obtain views or comments on the service I provideo contact winners of any competitions or special offers I may run from time to time o carry out marketing analysis and make general improvements to my Sites o for the purpose of Tax and providing evidence of transactions to HMRC Tax Office I will not use your information to: o send you information about my products and services - to keep updated please follow me on social media or sign up to my newsletterI will share this information with: o No-one outside of www.vanessamillerjewellery.com or www.vanessajewellery.etsy.com as is necessary for the above purposes without your specific permission o Other than as stated above, unless required to do so by law for example, if required by a court order or for the purposes of the prevention of fraud or any other crime, I will not disclose any of your personal information without your permission. Security To ensure your personal data is kept secure at all times all devices, computers, laptops, mobile phones I use for my business purposes are either encrypted, password or passcode protected with all firewalls and antivirus software updated weekly or more frequently as required, and all files password locked. Any printed documents such as receipts are held in a locked cabinet and will only be used as stated above. I ensure all security is the best it can be to mitigate any potential risks and safeguard your privacy from unauthorised access and improper use. Third party web sites I cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our Sites. I highly recommend that you check the policy of each site you visit and contact its owner or operator if you have any concerns or questions. If you have linked to this website from a third party site, I cannot be held responsible for the privacy policies and practices of the owners or operators of that third party site, I highly recommend that you check the policy of that third party site and contact its owner or operator if you have any concerns or questions. Transferring your information outside of Europe If I transfer your information outside of the EU, I will take steps with the aim of ensuring that your privacy rights continue to be protected as outlined in this privacy policy. If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services. Outside of the European Union ("EU") data protection laws may not be similar to those within the UK. Contact: If you would like to contact me with your views about my privacy policy, or with any enquiry relating to your personal information, you can do so by contacting me via the contact form or writing to me at Vanessa Miller Jewellery 15-18 Regent Place, Birmingham B1 3NL UK





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