Frequently Asked Questions - FAQ Q. When is your Visitor Centre and Shop Open? A. We are currently open in Pitlochry seven days a week from 9am till 5pm. During the Summer months we open extended hours, please see Visitor Centre page for more details. Q. Can I order specific colours? A. Every Heathergem item is unique. If you ask us for specific colours we will look for pieces as near as possible to your request. Please use the Special Instructions Box at the check out stage of your order to specify colours. Remember Heathergems are unique, natural and organic, no two are ever exactly the same! Q. How do I navigate through the site? A. There are links and buttons on the site to get you where you want to go. Products are available from the main menu and under the "Products" button link. You can also view informational web pages to get some details on us and our product ranges. Q. Where can I see and buy Heathergems locally? A. We have retail stockists throughout Scotland, a limited number in England and some overseas stockists. Please check our main stockist list for more information. Q. How do I find a product? A. There are various ways of finding a product. You can browse our online store through categories by clicking on the main menu button links to find what you are looking for. You can also click on 'Search' and type a search term related to what you are looking for and all corresponding results will be displayed. Q. Is it secure to order from this site? A. Yes, your personal information is securely stored in our Ecommerce database with SSL 128-bit encryption. Q. Do you keep my personal information? A. Yes, your personal information is securely stored in our Ecommerce database. You have the option to make this information available for future orders when logging in, so that you do not have to type it all again when you come back and shop with us. Q. Do you sell or trade any of my information? A. Absolutely not. We do not sell, trade, or share any of your information with anyone under any circumstances. Q. Can you make special designs? A. Sorry but the process is complicated and we only produce our standard range of designs. Q. Can I rerturn Heathergems Earrings? A. No sorry, for hygene reasons we cannot accept returned earrings. Q. Where does the Heather come from? A. We now source all of our Heather locally near Pitlochry, Scotland. Q. Where do the colours come from? A. The colours are dyed using natural dyes. Q. Can I buy pieces of the heather to make my own jewellery? A. Sorry we do not sell these at present. Q. Can I wear the jewellery in water? A. As Heathergems are made from natural materials it is not advisable to let them get too wet. The Lacquer does provide some protection from splashes. Q. Can I buy bundles of heather? A. Sorry we do not sell these at present. Q. How do ring sizes compare from UK to American? A. We have put a small chart below showing these. Q. When will my credit card be charged? A. Credit cards are charged at the time of the order, before the order is shipped out. You will receive notification by e-mail if the payment was approved. Q. How do I track my order? A. If a tracking number is assigned to your order, you can track the order by logging in to the Order Status and reviewing your order. Q. I forgot my account password. How do I retrieve it? A. If you forgot your password, you can retrieve it by clicking on the Forgot Password link on the Order Status page or during the checkout process when placing a new order. Q. What is your returns policy? A. Our return policy is available on the Terms of Sale agreement. Q. How do I contact you? A. Our contact information is provided on the Contact Us page. Ring Sizes USA UK 2 D 3 F 4 H 5 J 6 L 7 N 8 P 9 R 10 T 11 V 12 X 13 Z
At Heathergems we understand your concerns about the security of online transactions. Therefore, our site is equipped with the most advanced Secure Socket Layer (SSL) technology available to ensure the privacy of any information you submit through this site. Heathergems Order Shipping Rates: £2.95 UK £7.95 Overseas NEW! Free WORLDWIDE Shipping On Orders Over £100, Save £7.95 We are very confident that our fine handcrafted Heathergems will meet and surpass your expectations. However, if you are not completely satisfied for any reason, you may return your order within 30 days from the date of shipment for a full refund or exchange. Please note that Earrings are excluded from this returns policy for hygiene reasons. Returning Your Order Please follow these steps to return or exchange your Heathergems item(s): Send your item(s), original packing materials, and original invoice to us by an insured courier and retain the tracking number for your records. We are not responsible for items lost or damaged while shipping. Please do not write "jewellery" or any other jewellery related words on the outside of the package. Send your package to: Heathergems Charles Buyers and Co. 37 Kyle Road, Kyle Estate, Irvine KA12 8LE SCOTLAND, UK Please read these terms carefully, and print and keep a copy of them for your reference. This website is owned and operated by Heathergems. If you wish to contact us please e-mail sales@heathergems.com or call Customer Services on +44 (0) 1294 313222 during UK office hours. Company registration number: No. 64226 (Scotland) Making a contract with us. When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. Thank you for using Heathergems.com we hope you enjoy your visit.