Frequently Asked Questions
1. How do I know when my order has been received?
We will contact you within 1 working day of receipt of Order to confirm the order to inform you whether the item is in stock, the expected delivery dates and the delivery service charge. If the item is not in stock we will inform you of the delivery time accordingly. We will respond to all customer enquiries within 2 days of receipt of your enquiry.
2. How can I check on an order I placed on elizabethgalton.com?
Please do not hesitate to contact us regarding the current status of your order on +44 (0)845 055 7250 between the hours of 9.30am – 5pm Monday-Friday.
3. How will my order be shipped? When should I expect to receive my order?
For mainland UK deliveries your order will be sent by Royal Mail Special Delivery and the charge is £9.50 postage & packing, please allow 1-2 working days if the item is in stock and up to 14 days if the item is not in stock. We will confirm availability on receiving your order.
4. Do we accept oversees orders?
Orders can be placed from abroad, however we do not currently sell to the United States.
5. What are our overseas delivery charges?
Overseas delivery is charged at £15 per order. Please allow 14 days from date of dispatch for the delivery of all products you have purchased on our website, delivery charges and times may vary, for details please telephone us on +44 (0)845 055 7250 between the hours of 9.30am – 5pm Monday-Friday. Parcels are sent by international registered post. We cannot be held accountable for delays in customs clearance and customs charges that they may apply.
If you require any additional information or would like to arrange express delivery by Fedex at an additional charge we are happy to discuss your requirements.
Please telephone +44 (0)845 055 7250 for a quote between the hours of 9.30am – 5pm Monday – Friday.
6. Can orders be delivered to a different address to my own?
No, if it is your first order, we can only deliver to the cardholders address. This is to protect our customers against fraud. To safeguard of customers against we require you to print a hard copy of your order and retain it for your records. In order to ensure a secure ordering service for our customers we may confirm with you by telephone the following information: Address of the cardholder, together with the transaction data, credit card number, expiry date, amount, currency.
7. When will my account be debited?
Your account will be debited on confirmation of your order.
9. What is our returns policy?
Due to the bespoke nature of the goods that you have ordered we are unable to offer a refund. If the goods ordered have not been personally customised we are able to offer an exchange to the same value within 14 days providing the goods are returned in their original packaging and in perfect condition. For hygiene reasons we are not able to offer an exchange on earrings. Exchanges our offered at our sole discretion. Items must be sent by recorded postal services at the customer’s expense.
10. How do I get an item repaired?
We repair items made Elizabeth Galton. Please telephone or email us with a detailed description of what is wrong with the item and we will be happy to arrange a repair a faulty item. For items that require repair due to negligent handling we will be happy to provide a repair quote.
11. What is our returns policy?
Due to the bespoke nature of the goods that you have ordered we are unable to offer a refund. If the goods ordered have not been personally customised we are able to offer an exchange to the same value within 14 days providing the items security tickets have not been removed and the goods are returned in their original packaging and in perfect condition. For hygiene reasons we are not able to offer an exchange on earrings. Exchanges our offered at our sole discretion. Items must be sent by recorded postal services at the customer’s expense.
12. How do we ensure the highest product standards?
All of our jewellery is hand polished and finished. Sterling silver is used and all our gold is 18 carat. The diffusion collection is available in sterling silver which has been 18 carat gold-plated. The products on our website are displayed as accurately as possible.
Due to the nature of different screen resolutions we are unable to guarantee that the product images you see are an accurate representation of the actual merchandise. Images are not to scale therefore please refer to the dimensions given for each piece.
13. What do you need to ensure when placing your order?
When placing your order it is your responsibility to provide us with a concise description of your requirements. It is also the responsibility of the customer to provide the correct information when placing an order as all items are made to order and as such we deem them to be bespoke.
Rings are made to measure in UK sizes from i – t. All ring sizes must be quoted at time of order. A charge of £21 + postage and packing will be made for any rings that are returned to us for re-sizing. All necklace chains are 16 inches unless otherwise stated.
All contact information and delivery information must be received accurately and in full to guarantee that the order is despatched to the correct address. We also require that for security reasons you print off a hard copy of your order for your reference. In order to ensure a secure ordering service for our customers we will confirm the address of the cardholder, together with the transaction data, credit card number, expiry date, amount, currency on receipt of your order.
14. How is my gift packaged?
Even the tiniest of presents from Elizabeth Galton arrives beautifully packaged.
Items from the Diffusion collections are packaged in a velvet pouch and then hand packed in a exclusive branded box. Items from the Ready to Wear Collections are packaged in a velvet pouch together with a branded cleaning cloth and hand packaged in one of our exclusive branded boxes.
15. How do I get my Elizabeth Galton product engraved?
Elizabeth Galton offers both hand and machine engraving services on Sterling silver items. For more information about our engraving services and prices, please contact us on +44 (0)845 120 2923 between the hours of 9.30am – 5pm Monday-Friday.
10. Is there VAT charged online?
The VAT is included in the prices shown on the website. UK VAT will automatically be deducted from merchandise dispatched to non-EU countries and the total deduction will be clearly marked on the invoice sent with your purchase.
12. How do I pay for my goods?
We accept online payment in a secure environment by credit card and currently accept the following credit cards: Visa and MasterCard.
13. What if the item I wish to order is out of stock?
We will advise you if the product you have ordered is out of stock or is subject to delay. We will contact you at the email address or telephone number given on your order.
Items that are out of stock are usually available within 14 - 21 days.
14. What is our pricing policy?
All items are subject to availability and current bullion prices. Prices may change without prior notice and items may be withdrawn at any time without prior notice.
