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Heathergems
Frequently Asked Questions - FAQ
Q. What
are Heathergems?
A. Heathergems is a range of Natural
Jewellery and Gifts made with Scottish Heather in Scotland. Heather is
sustainably collected near Pitlochry and then dried, compressed and turned
into our unique items
Q. Can I place an order and have
it delivered directly as a gift?
A. Yes.
When placing an order you can specify a different delivery address from
where you live and your payment card is registered. You can have it
delivered directly to family or friends. If
you are sending an item as a gift we will not send a copy
of the invoice so that the value of the gift is not shown to the
recipient. We are also happy to include a small gift card with your
own personal message, please write your gift message in the Special
Instructions Box at order checkout
Q. Can I order specific colours
for my Heathergems items?
A. Every Heathergem item is
unique. No two are ever exactly the same meaning each single piece is
an individual, one of our major benefits.
We cannot guarantee that the
colours you see on the website are the actual colours you will
receive. If you ask for specific item colours we will look for pieces as
near as possible to your request. Please use the Special Instruction Box
at your order check out stage to specify individual colours. We will do
our best to match but remember that each Heathergem item colour is unique,
natural, organic and depends on a number of factors including the type and
age of the Heather raw material used. Once again, no two are ever exactly
the same, thank you!
Q.
Can I view values in my own Currency?
A. We support pricing in
UK Pounds £, US Dollars $ and Euro €
We show prices in UK Pounds as
standard but you can view pages and items in any of these currencies by
selecting the 'View this page in' feature on the left hand side menu (just
below the Visa and Mastercard logos). Easily view items in US Dollars
but when orders are placed the final transaction is in
UK Pounds. For general reference £10 UK Pounds is approximately $15
USD, subject to exchange rates
Q. I placed an order
for Heathergems, when can I expect to receive my
package?
A. We pride ourselves on fast delivery here at
Heathergems, shipping 92% of orders same day
Q. How much does
delivery cost and what are my options?
A. We
have introduced a couple of shipping options depending on where you are.
We have two shipping Categories, one for UK Orders and International for
all non-UK delivery. All Heathergems orders over the value of £100 UK
Pounds are shipped free of charge
UK Orders
UK First Class
Shipped Royal Mail
First Class £2.95
Please note that this method is not
trackable with estimated Delivery Time of 1 to 3 Days
UK Special
Delivery
Shipped Royal Mail Special
Delivery £7.95
Guaranteed next working day delivery* if orders are
placed before 12pm. Trackable and Signed For Royal Mail Delivery direct to
your home or choice of delivery address
Orders
Placed Friday AM will be delivered on Monday
*Subject to Stock
Availability
International and Overseas
Orders
Airmail
Shipped Royal Mail Airmail (Par
Avion) £6.95
Non Trackable and Not Signed For Airmail Delivery to
Anywhere in the World
Estimated delivery time approximately 7 to 10
days
Airsure
Trackable
Shipped Royal Mail Airsure £9.95
Royal Mail
Airsure is a Fast, Reliable, Trackable and
Signed For International Delivery Service to your home,
place of work or direct to family and friends as a unique
Heathergems Gift from Scotland.
Estimated delivery time approximately
7-10 days
Q. If I choose
Airsure Trackable how do I track my order?
A. Once your
order has been despatched from Heathergems we issue you a Tracking
Number on your Delivery Confirmation email. When your order has
left the UK you use your own countries Postal Service website
for local delivery tracking. For example in the USA, its www.usps.com When in your own
country Postal Service use your tracking number to see exactly where
your order is and when it will be delivered to you. For a list
of other country Postal Services click here Post Office.com
Q. What happens if my delivery is
taking much longer than expected to arrive?
A. If your
orders is taking longer than it should to arrive, please allow 28 days
from date of shipping then contact us by email at sales@heathergems.com and we will
begin our delayed delivery investigation procedure, thank you
Q. I
am in the USA and having trouble placing an order with my payment card. I
keep getting a 'Declined' 'Refused' or 'Not Authorized' message even
though I don't have other problems with this card and know there are
funds to pay. Can you help me please?
A. From experience we
know that a small number of American customers payment cards are
not authorized for overseas payments outside the USA. We suggest first try
a different payment card or if that is not possible contact your bank
or card provider and explain you wish to purchase an item from
outside the United States. Heathergems is in Scotland,
UK. The card provider then lifts the block and you are able to
process the order on your card
Q. Do you have a Heathergems news
page?
A. We recently created an online Blog to pass on news from Pitlochry and Heathergems
please click here
Heathergems Blog
The real letters above are made out of actual
Heather pieces, only available at the Heathergems Visitor Centre Shop in
Pitlochry, Scotland, not even here online!
Q. When is your Visitor Centre and
Factory Outlet Shop Open?
A. We are normally open in
Pitlochry, Scotland Seven Days a Week from 9am till 5pm.
During
the Summer months we may open extended hours, and in Winter may close some
Sundays so please see Visitor Centre Page for up to date
details
Q. I was looking for your
Heathergems Pen but can't see it on your website, can you
help?
A. Unfortunatley due to
unprecedented demand we have taken the famous Heathergems Pen off the site
for the time being. We are hand making more and hope to have some stock
back online soon. We are also looking at new types of Heathergem pens,
like a Fountain Pen for example
Q. I may have a requirement for a
Corporate or larger bulk single order, can you
help?
A. Yes. We have extensive experience in the Corporate
Gift Market and can brand Heathergems gifts to suit your needs. If
you have a larger order for Corporate, Bulk or other Special Circumstances
please send an email to sales@heathergems.com detailing
your idea and we will advise
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 see our Main Stockists Page for more
information
Q. How do I
find an item?
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. How do you spell
'jewellery'?
A. Good question. The common UK spelling is as
above but we also use 'jewelry' as in USA and Canadian usage. We have
also seen it spelled in a variety of other ways including 'jewelery',
jewelary', 'jewellary', etc. We try to accommodate both Jewellery and
Jewelry on this site
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 you do not have to re-type all your details when you come
back to shop with us again
Q. Do you sell or trade any of my information?
A.
No, 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 Heathergems process is complicated and
we only produce our own unique range of
designs
Q. Can I return
Heathergems Earrings?
A. No sorry, for hygiene reasons we cannot
accept returned earrings
Q. Where does the
Heather come from?
A. We sustainably source all of our Heather
locally from moors near Pitlochry in 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. No sorry,
we need all of the heather material to make our own
designs
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 but our gift Cake Slice, Cheese and
Butter Knives, etc are not really recommended for dishwasher
use
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. They do differ but
all Heathergems rings are adjustable in size so should fit
everyone
Q. When will my credit card be charged?
A. Credit
cards are charged at the time of the order, before the order is shipped.
You will receive notification by e-mail if the payment was
approved
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 returns policy is available on the Terms
of Sale agreement
Q.
How do I contact you?
A. Our Heathergems contact information is
provided on the Contact Us Page
Q. What sizes are your rings?
A. All Heathergems rings are
adjustable in size so should fit everyone
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