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Java-E UK Help and Frequently-Asked Questions (FAQ's)
Q: How do I browse your products ?
A: Use the [Browse Products] option on the left-side menu.
Click on the [Browse Products] option on the left-side menu, and then choose your search criteria by selecting the relevant values in the pop-lists, and then press the relevant [Execute Search] button - you will then be shown a summary page of all the matching products (thumbnails) and from there you can press the relevant [Details] button next to the product that you want to view to get enlarged pictures and more information about the product. Note that you can execute a search either on a general category/property, or on a specific item - use the relevant [Execute Search] button for your required search.
Q: How do I order products from you ?
A: Browse the products as described above, and when you go into the [Details] screen for a specific product, press the [Add to Basket] button.
The [Add to Basket] button is only enabled when you're logged in, and is only on the details screen (to ensure that you only add items to your basket after you have seen more information about it). You can then view/change the contents of your shopping basket at any time and then follow the [Proceed to Checkout] instructions on the shopping basket page to place the order.
Q: What's available without registering, and what's available with registering ?
A: Everything's available without registering, apart from:
Your personal shopping basket, the ability to place/change orders, track orders, and change your profile.
Q: Why do I have to register to place orders or use the shopping basket ?
A: For security, and your own longer-term convenience with using the site.
To have your own personal shopping basket, the site, obviously must be able to tell who you are. This could be done using cookies, which would negate the need for registering, but cookies are very insecure, may be deleted at any time, and won't work if you share a pc with other people. Therefore, we add your identifying details to our database when you register so that you can login from any PC without having to worry about cookies etc.
Q: What details do you hold about me when I register ?
A: Your first/last names, your email address, your UserID, your password, your security question/answer, your default payment currency, and your default delivery country.
The email address is used as a security measure (you won't, be fully registered unless/until you click on the link in the registration/confirmation email that we send to your email address). This is so that people can't register with somebody else's email address (or an entirely false one). When you place an order, you will need to enter your contact and shipping details as part of the order; these are then automatically stored on your profile in our database for your future orders. Alternatively, you can enter your contact and shipping details on your profile before you place an order and your order will automatically use those details. We also hold your order history on our database so that you can track your orders.
Q: Will I get junk mail ?
A: NEVER.
We have a policy of only ever sending our customers emails which are directly related to an order that they've placed with us. You will never get a [We have a new product which we think you might be interested in...] email from us (unless you specifically ask us for such information).
Q: Will you give my details to anyone else ?
A: NEVER.
Any information held on our database is not divulged to anybody outside Java-E UK (unless we're required by law to do so), and even inside Java-E UK, your personal details (name/address etc) are only available to people in the relevant department.
Q: I like one of your products, but can I have a slightly different version made for me ?
A: Yes.
You can pick one of our products as a base for your order, and then request any changes that you want for your order. For example, you can say "put a ruby where the emerald is", or "use silver instead of gold", or "Make the chain two inches longer" etc. If you ask for such changes, then you will be advised of the price and delivery time by email when we have considered your order, and you can then decide if you want to go ahead with the order. You can ask for such changes by entering your request into the [Specification Change Requests] area in your shopping basket next to the relevant item.
Q: Can you make a bespoke item for me ?
A: Yes - just email us in the initial instance.
Initial design consultation is completely free of charge and requires no commitments from the customer. We can design and produce a completely new item for you from scratch. Just email us telling us the type of item you're after and we'll consult with you and our designers and producers to make sure that you end up with exactly the item that you require. Initial consultation is completely free and requires no commitment from you. You can abort the request with no penalties if you don't like the general price guide we may give you or if we can't produce a design that you like. Even for completely bespoke items, the charge will be relatively low. If the design has nothing specific to you (eg initials designed into the item itself) then we will add it as part of our standard stock and you can then buy it at a normal price without any payment needed for the design itself. Alternatively, you can specify that you want to design/produce a true "one-off" item, in which case we will destroy the wax/rubber moulds and various casts after the final item has been produced so that you end up with a truly one-of-a-kind item. This "one-off" option is more expensive, as the price of the moulds/masters are included in the final price that you will pay - We generally advise our customers to take the first option of creating a bespoke design that can be added as part of our standard stock.
Q: How can I keep track of what I order ?
A: You can use the Order Tracking facility on our site.
After you've placed an order, the items that you've ordered move out of your shopping basket and into [Your Orders], and we check and update the status and details of your orders every day. You'll be able to see exactly which stage each item has reached on all your orders. (only available after you have logged in).
Q: I've placed an order but want to change it, can I do that ?
A: Usually, yes.
If the item that you've ordered is part of our standard stock (i.e. it doesn't have anything specific to you in its production), then as long as the item hasn't yet been shipped to you then you are free to swap your order for other products of equivalent value or to cancel the order and get a refund. If the item that you've ordered has had something applied during production which is specific to you (e.g. an engraving) then you can only cancel the order if the item hasn't already been designed/produced. We have a policy of allowing our customers to change their requirements as late as is reasonably possible.
Q: I'm scared that I might inadvertantly buy something - what can I do ?
A: It's impossible for you to inadvertantly buy something from our site.
You can change the specification and quantity of the products you have in your shopping basket without having to place an order. You can add and delete products to/from your shopping basket without placing an order. There are several simple steps to placing an order, started by pressing the [Proceed to Checkout] button in your shopping basket, and ending with a large red [Confirm and Place Order] button.
Q: I don't have any of the credit/debit cards that you accept - what can you do to help me ?
A: You can pay by UK Cheque or UK Postal Order.
You are welcome to pay by post with a UK cheque or UK postal order if you wish. If you want to place an order but don't have one of the credit/debit cards that we accept, then you can register and then use the site to browse our products and build up and place your orders, and then just send a UK cheque or UK Postal Order for the required amount to our registered office address. These options are all shown and explained during the ordering process. These postal options are only available to UK-paid orders.
Q: I don't trust the internet for credit/debit card payments - what can you do to help me ?
A: You do not have to make payment through the internet if you are in the UK.
Although card payments are made through the highly secure WorldPay server/system, we understand that a lot of people are cautious about entering their credit card details over the internet. You are welcome to pay by post with a UK cheque or UK postal order if you wish. If you want to place an order but don't want to use the internet to make payment, then you can register and then use the site to browse our products and build up and place your orders, and then just send a UK cheque or UK Postal Order for the required amount to our registered office address. These options are all shown and explained during the ordering process. These postal options are only available to UK-paid orders.
Q: What happens if the items I get from you are not what I ordered ?
A: You will immediately get your money back in full.
You can re-order the items that you originally requested, or other items, or just get all of your money back in full; it's up to you. We will pay all return postage/courier charges for any faulty/incorrect/broken items.
Q: I need to make a detailed or very specific order which the site doesn't support, what do I do ?
A: Email us.
If you want something that's not supported by using the site, then please feel free to email us to let us know your basic requirements, and we'll contact you personally either by email or phone or letter (whichever you prefer) to discuss your requirements. Our site has been designed to be as user-friendly as possible, allowing you to specify any requirements that you like, with us giving you feedback on each requirement that you make. But if that's not good enough for what you require, then we're happy to deal with your request in another way of your choosing.
Q: What happens if the items I receive are broken/faulty ?
A: You will immediately get your money back in full.
You can re-order the items that you originally requested, or other items, or just get your money back in full; it's up to you. We will pay all return postage/courier charges for any faulty/incorrect/broken items.
Q: I've got other problems/questions, what should I do ?
A: Email us.
Tell us your problem/question, and we will do all that we can to help - please do not be afraid to email us if you have a general query, or a specific question, or anything else - good customer service is of paramount importance to us, and we deal with all of our customers (and potential customers) on a personal one-to-one basis. You may also be very pleasantly surprised with the types of services that we may sometimes offer for free. Often, a bespoke (made-to-order) design where a potential customer gives a guide for us to design a piece of jewellery for them may be entirely free of charge (with only the product itself being charged for if you decide to buy it) as that design would probably be added to part of our standard stock, hence there would be no charge to the customer for their personally-made design, even if they decide not to buy the final item.
Q: What happens if my item is stolen or if I lose all my paperwork for it in a fire/flood ?
A: Email us.
We keep written records of all items which are sold, and if you gave us your name and address when you purchased the item (e.g. for all Internet purchases) then we keep your name and address filed away for circumstances just like this (and for product recalls etc). We never destroy such records, and we also keep regular backups of the information in more than one location. This helps to ensure that there are always records available for orders which people have placed with us, so that if our customers or ourselves have been subjected to a burglary or a fire/flood, then we will still be able to retrieve the information for the police and other agencies. So, if you need to have proof of purchase to show an insurer or the police, then just contact us and we will give you the proof that you need, regardless of how long ago you purchased the item. If the item was given to you as a gift, then tell us who bought it for you and we'll also get the relevant proof of purchase for you. We will also give duplicate certificates and receipts if you have lost them for any reason. If you do lose a certificate, then please ask us to replace it for you with a duplicate (no cost/charge) as the value of your item will be substantially diminished without it, and we want all of our items to keep their provenance/history throughout their lives.
Q: I have another problem/question, what should I do ?
A: Email us.
If our customers do not end up with exactly what they wanted, then we will do everything we can to rectify the situation, often making a loss on a particular sale to help make up for any problems that a customer may have suffered. Whatever your problem/question is, please feel free to email us, regardless of whether or not you're an existing customer.
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