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Customer care

Pearl Gallery are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us atsales@pearlgallery.co.uk.

Our Contact details:

Pearl Gallery
The Pearl Centre
50 Vyse Street
Birmingham
B18 6HR
United Kingdom

Phone: +44 (0) 121 554 3211
Email: sales@pearlgallery.co.uk

Making A Purchase:

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order. We accept credit card payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to your own currency.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling:

All orders within the UK are shipped free of charge! Orders up to £100.00 total value are sent 1st Class Recorded Post, which should reach you within 1-3 working days. Orders over £100.00 total value are sent Special Delivery, which is a next day service if the item is in stock and ordered before 3.00pm. If you have an urgent request it is best to check with us the item is in stock. Visit www.royalmail.com for full details of these services.

If your order total is under £100.00 and you wish for it to be sent by Special delivery, there is a charge of £4.95. If you require our Saturday guaranteed delivery, there is charge of £8.95 for orders under £100.00 and £3.95 for orders over £100.00.

Goods being shipped to the EU will have their shipping charges calculated at the checkout. Normal EU shipping charges are from £8.95 to £14.95 depending on location. Orders to Non-EU countries in Europe are charged at £14.95. European deliveries usually take 2-5 days to Western Europe and 3-7 days to Eastern Europe.

Unforutnately, we do not ship goods outside the EU at present. If you are outside the EU and wish to place an order, please contact us and we will try to accomodate you if it is at all possible.

Delivery Schedule:

Items in stock will be dispatched within one business day. Orders recieved after 3pm will be processed the next working day. We will normally send your order to you in one business day. Special order items including pearl necklaces as they require specialist stringing may take up to 3 working days to process, and we will keep you informed of progress if this is the case.

Back Orders:

We aim to keep our site up to date, reflecting the products we currently have in stock. Should your item not be in stock we will inform you as soon as possible and either offer a suitable alternative item or allow you to cancel your order.

Tax Charges:

All items are priced inclusive of UK VAT charges. If you are purchasing for delivery to a country outside the scope of EU VAT no VAT is charged. Orders to countries that fall outside the scope of EU VAT will be subject to your own countries duties, taxes and charges which are your responsibility. Packages will be marked at full customs value.

Credit Card Security:

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our payment processing computer. They are not held in clear text on any web site, or seen by any members of staff.

Guarantee:

We guarantee your satisfaction. All of our products come with a no-quibble, 21 day returns policy. If for some reason you are not happy with your purchace, please see our returns policy for details.

We aways strive for the best consistency that we can, but this can be affected by supply, so very slight variations may occur from the items pictured.
We will NEVER sell you goods of inferior quality to those you can see in the sample picture, any differences that may occur would be purely small, cosmetic and would not affect the value and quality of the item.

When buying pendants, we can guarantee the quality and carat of the chain supplied, but not the style. This may vary with availability.

While we can guarantee the quality and size of pearls, and their basic shape and colour, their being an organic product means that colours and shapes may not be an exact match to those pictured on the site, though they will always be as close as possible.

If there is ever a change in the basic design of a piece, e.g. a different type of diamond or a different style cap on a pendant, we will reflect this in the shown image as soon as we can and notify and customers awaiting orders in the meantime of the change.

Hallmarking:

For the manufacture of jewellery and silverware, precious metals are not used in their purest forms. Instead they are alloyed with other metals.  It is not possible to discern by sight or by touch what the precious metal content of an alloy is.

Our customers can rest assured that all of our products come with a guarantee of the precious metal content through the 700-year-old practice of third party independent hallmarking.

The 1973 Hallmarking Act makes it unlawful to describe an item over a certain weight as gold, silver, platinum or palladium without an independently applied Hallmark.

  • All Silver articles weighing more than 7.78 grams must be hallmarked.
  • All Gold articles weighing more than 1 gram must be hallmarked.
  • All Platinum articles weighing more than 0.5 grams must be hallmarked.
  • All Palladium articles weighing more than 1 gram must be hallmarked.

Articles below these exemption weights may be described as Gold, Silver, Palladium or Platinum without the need for a hallmark.

Privacy Policy:

Pearl Gallery do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the ‘Remember Me’ Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to ‘Tools | Internet Options | Privacy’ and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Returns Policy:

If for some reason you are dissatisfied with your purchase, you can return goods to us within 21 days of receipt and request a full refund or replacement.

Returned items should be sent, along with their original packaging, paperwork and any presentation cases that arrived with them, to:
Pearl Gallery,
50 Vyse Street,
Hockley,
Birmingham
B18 6HR

We will process your refund within 5 working days, or replace according to your requirements. Unfortunately, we cannot control the time it takes your card issuer to credit your account.

Made-to-measure and special order items will be accepted as returns only at our discretion, a small fee may be incurred in this instance for returning the goods to a generic form. Is does not include the unlikely event that they do not meet the specifications laid out in your order, or are otherwise faulty.

For hygiene reasons we cannot accept returns on earrings that have been worn.

We will not accept Pearls as returns if their quality has been compromised by wear, e.g.:

– Pearls that have been sprayed with perfume, or have been tried on against heavily perfumed skin. Pearls absorb scent very quickly and perfume directly sprayed on can also corrode their surface. Any returned Pearls that arrive heavily scented will be classed as damaged goods, and not accepted as a return.
– Pearls that have a residue of cosmetics such as makeup or hairspray. These do not just “dirty” the pearls, they can corrode the surface and so these would be counted as damaged goods, and not accepted as a return.
(As covered by regulations 13(c) and 17 of the EU Distance Selling Directive)

The consumer would be responsible for the cost of returning any goods. We would strongly recommend using special delivery, recorded or registered post when returning any goods, for your own protection in this instance.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.legislation.gov.uk/uksi/2000/2334/contents/made

 

Pearl Gallery is a trading style of Nexus Agencies Ltd with the company number 03512625