Question 1

Packaging

Answer

Your jewellery will always be boxed and beautifully wrapped in tissue paper, tied with a ribbon* 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. *pictured image is an example and may not look exactly the same.

Question 2

Domestic Shipping (Shipping within the UK)

Answer

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. Any alternative postage requests must be arranged by the buyer at the buyers own risk and expense and discussed with me in advance.

Question 3

Overseas Shipping

Answer

IMPORTANT UPDATE: 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 day. 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. ************************************************************************************************************** All products are posted via Royal Mail International Tracked and Signed For. Any alternative methods of postage must be arranged by the buyer at the buyers expense at the buyers own risk and discussed in advance with me the seller.

Question 4

How long will my order take

Answer

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.

Question 5

How long will delivery take?

Answer

You will be informed via email or text message (please supply your contact details) as soon as your order has been confirmed, made and dispatched; all available tracking details will be supplied at point of dispatch. Once dispatched please allow 7 working days for Royal Mail recorded (signed for) delivery. Royal Mail Special Delivery should arrive next day by 1pm, however if dispatched on a Friday delivery should be Monday by 1pm. Please note, all delivery is outside of my control once passed to Royal Mail for delivery. ~Please 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.~ For domestic orders (United Kingdom), should there be any problems I am happy to assist with contacting Royal Mail for an update. For lost parcels please allow 30 working days for Royal Mail to investigate. If the parcel is not delivered after 30 working days a full refund will be issued to you via the original method of payment providing the delivery details you provided at point of sale are in full and correct. Please refer to refunds for further information. International sales outside of the United Kingdom must allow at least 6 to 12 weeks for delivery. Please do get in touch with me after 12 weeks for non delivery so I am aware and can look into it for you as best as I can. However please be aware that for some countries very strict customs procedures are in place of which I have no control. Therefore, please allow up to 4 months for items to be delivered either direct to your home, post box or pick up point.

Question 6

How is my order shipped

Answer

Domestic (United Kingdom) orders will be shipped via Royal Mail recorded (signed for) delivery or Royal Mail Special Delivery - both methods of delivery will require a signature. International Delivery will be via Royal Mail International Tracked and Signed For and will be passed to your local delivery service in the country of delivery and will require a signature.

Question 7

Do you offer gift wrapping?

Answer

No I don't offer gift wrapping. However, every order is always wrapped in tissue paper and tied with a ribbon. If you dont want a receipt included with your order please tell me at point of sale.

Question 8

Caring for your jewellery

Answer

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.

Question 9

Repairs and Reconditioning

Answer

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

Question 10

I dont know my ring size?

Answer

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 (£1 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.

Question 11

What materials do you use in your jewellery?

Answer

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

Question 12

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

Answer

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.

Question 13

Is it hallmarked?

Answer

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.

Question 14

Can I request a commission?

Answer

I am very happy to personalise or customise pieces from my existing collections. 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.

Question 15

How long does a commission take?

Answer

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.

Question 16

What form of payment do you accept?

Answer

Payment by Credit or Debit Card is accepted via Paypal, WIX payments or Etsy 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.

Question 17

Refunds

Answer

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.

Question 18

How do I return a faulty item?

Answer

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.

Question 19

Can I cancel an order?

Answer

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.

Question 20

Wholesale enquiries:

Answer

Please contact Vanessa Miller via the contact me page

Question 21

Any Other Questions?

Answer

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

Question 22

Privacy Policy / GDPR

Answer

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. ********************************************************************************************************** European Union's General Data Protection Regulation (GDPR)

GDPR comes into effect on 25 May 2018 giving individuals in the 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 order
o verify your identity where necessary
o to fulfill your order
o check the progress of orders in the postal system UK and/or International
o obtain views or comments on the service I provide
o 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

I 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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