We take pride in the quality of our jewellery and service. If the items you have chosen do not meet with your approval, you can return them to us within 30 days (jewellery must be unworn, in its original condition and where possible with its original packaging, but please do keep the business cards) and we will be happy to exchange the items or refund the cost. If the item is faulty, or there has been an error on our part, we will refund the full cost including any gift wrapping charge if applicable together with the postage costs. Otherwise you will be responsible for these charges, and the cost of the return delivery.
It is recommended that you use Recorded Delivery or Special Delivery for any returns. If you do wish to return an item to us, please contact us by e-mail advising your name and order number prior to returning the item.
Please note that pierced earrings cannot be returned for hygiene reasons, unless faulty. This does not affect your statutory rights.
Please be aware that great care has been taken to accurately represent the colour of our jewellery, however pearls and shell products such as Mother of Pearl and Abalone are natural products, and as such some variation of colour can be expected.
How do I place an order?
Simply browse through our selection of jewellery and place an order by clicking on ’add to basket’. This will add the items to your virtual shopping basket. Repeat this with as many items as you wish to purchase, when you have finished click on either ’QUICK CHECKOUT’ or 'VIEW BASKET’ to be taken through the payment process. You do not need to create an account if you use ’Quick Checkout’ however you will not be able to use any Promotion Code you may have.
NOTE - if you have a PROMOTION CODE or GIFT VOUCHER you must click on view basket in order to redeem them. It is not possible to use a Promotion code with ’Quick Checkout.’
Remember - you pay the same shipping costs no matter how many items you buy!
HELP - I’m having problems placing my order!
SagePay - I get an error message on payment with SagePay - When entering your card details, please ensure that the address you enter is your registered card address ie where your statements are sent . You may still send your goods to an alternative address but on payment you MUST enter the address that the card is registered to. This is to help ensure that your card is not being used fraudulently.
Paypal - If you have elected to pay with PayPal and have a PayPal Account, PayPal may assume that you wish to use it! If you experience any problems or would prefer to pay with a different card than the one currently registered to your PayPal account, you can either add a new card to your PayPal account, or alternatively place your order by phone during normal office hours.
If you do have a problem paying with PayPal, or experience any other technical difficulties when visiting our site, please let us know, so that we can investigate.
Can I telephone to place an order?
Yes; if you prefer ordering from ’people’ we will be very happy to take your order , and credit or debit card payment over the phone. Simply call us on 01373 471250 Monday to Saturday between 9.30am and 5pm if you could just have the Item Codes to hand it will make your whole ordering experience easier.
Please note that for security reasons any orders placed over the telephone MUST be delivered to the cardholders address.
We will also be happy to answer any queries you may have regarding any of our products, you can check the progress of orders or enquire on the delivery status of your order.
Do you accept orders from outside the UK?
Yes; we are happy to accept orders from outside the UK and can despatch worldwide if the purchase is made via our website. Please note that if the order is made direct to ourselves by telephone, we can only ship to the cardholders registered address.
What methods of payment do you accept?
Payment can be made online with any credit or debit card Transactions are either processed securely through SagePay (Formerly Protx) or the PayPal system depending on which route you choose (No Paypal account required) If you would prefer not to order online, we will happily take orders and payments by debit or credit card over the phone.
Offline transactions are processed securely through Barclaycard Payment Acceptance. Please see ’Can I telephone to place an order’ for more information. Please note that if you wish to pay by Paypal e-cheque, clearance of your payment through the PayPal system takes at least 10 days so is not adviseable if you require fast delivery.
If I elect to pay with Paypal do I need a PayPal Account to purchase goods?
No. You will need to enter your address and card details for security purposes, but you will have the choice on completion of the transaction to set up a PayPal Account. This is NOT mandatory.
How much does delivery cost?
There are two delivery options for delivery to any address in the UK.
Standard first class recorded delivery costs just £2.95, and delivery usually takes one to two working days (possibly longer during busy times like Christmas).
Guaranteed Next Working Day delivery costs £5.95 and offers guaranteed delivery by 1pm on the next working day (provided the order is received before 2pm). Occasionally later delivery times may apply to the more remote parts of Scotland and some outlying districts in the UK and this is outside our control. This service is available Monday to Friday only and excludes bank and public holidays.
Remember - you pay the same shipping costs no matter how many items you buy!
How will I know that you have received my order?
On receipt of your order you will be sent an automated confirmation e-mail giving you full details of your order with us. You may then click on the link at any time to check progress of your order.
How can I check the progress of my order?
You can click on the link in your order confirmation e-mail or log into your account to check your order status.
If your order has been despatched it will have a Royal Mail Tracking Number. If you have not received your goods within a few days please contact us for your Tracking Number. You may then log into the Royal Mail’s ’Track and Trace’ System and enter the 13 digit number to check the status of your delivery.
Can I cancel my order?
Yes. You can cancel your order at any point prior to despatch. Please either telephone us on 01373 471250 or e-mail us at email@example.com giving your order number. Your payment will be refunded in full.
Following despatch which can be checked by logging into your account or clicking 'Track my order' in your order confirmation e-mail, you must advise us of your wish to cancel in writing. You can write to us at 25 King Street Frome Somerset or you can e-mail us at firstname.lastname@example.org . Telephone canellations are not accepted once your order has been despatched. Standard delivery costs will be refunded but any additional services you have chosen to add to your order such as delivery upgrade and gift wrapping are not refundable.
I have seen an item I like, is it possible to order it in a different size or colour?
Yes, it may be possible depending on the item. Man our our pearl necklaces can be made to any length, please contact us for a quotation. Please note that a 50% non-refundable deposit may be requested for special orders. The balance is payable prior to despatch.
You can e-mail us your query using the ’Contact Us’ form and we will try to respond within 24 hours or if you require an immediate answer please call us between (9am and 5.30 pm Monday to Saturday, and we will endeavour to answer your queries or requests immediately.
Why is an item displayed on your web site if it is sold out?
On rare occasions several people might order the same item at the same time, reducing the stock level to zero. If you would like to order an item that is out of stock - please contact us for the anticipated delivery dates of the new stock.
Unfortunately we cannot guarantee that we have all items in stock permanently, although we do try our best. Items in stock will be dispatched immediately; the remainder will be dispatched as they become available. You will not be charged any additional postage costs for split deliveries.
What do I do if an item is faulty or I don’t like it?
We will be happy to offer you an exchange or refund for items returned within 30 days. (Excluding pierced earrings unless faulty) It is recommended that you use Recorded Delivery or Special Delivery for any returns. If you do wish to return an item to us, please advise us by e-mail or in writing prior to returning the item.
If the item is faulty, or there has been an error on our part, we will refund the full cost including any gift wrapping charge if applicable, together with the postage costs. Otherwise you will be responsible for these charges, and the cost of the return delivery.
What is Simply Pearls Address?
Our office address is 4 Glebe Farm Cottages, Sutton Veny, Warminster, Wiltshire, BA12 7AS. The company is registered in England and the company Registration No is 05556769.
Our shop address is 25 King Street, Frome, Somerset. BA11 1BH. Tel 01373 471250
Why is the colour of my necklace / pendant slightly different from the photograph?
Please be aware that great care has been taken to accurately represent the colour of our jewellery, however Pearls and shell products such as Mother of Pearl and Abalone are natural products, and as such some variation of colour can be expected.
Are all your products 9ct gold or sterling silver?
Yes. All items are either UK hallmarked 9ct gold or 925 sterling silver unless clearly specified otherwise in the items description.
Care of your jewellery
Pearls are natural organic substances coming from oysters or mussels. As such they need a little care and attention to remain at their best. To keep your jewellery in the best condition, we recommend the following care:
- Do not immerse your jewellery in water.
- Never spray perfume, cosmetics or hairspray on, or near your jewellery.
- Store your pearl jewellery in a soft material such as a satin or velvet pouch, away from other jewellery which may rub and cause damage.
- Store silver jewellery in a dry area to reduce the risk of tarnishing. To keep that rich shine, lightly polish your jewellery with a soft dry cotton or jewellery cloth.
- Always remember, jewellery should be put on last and taken off first!