FAQ's

1)  Why must I create an account?

Creating a Sugar Pearl Jewellery account enhances your shopping experience and helps us speed up the ordering process for you. It also allows you to see your order history, track and trace your order, update your newsletter preferences and take advantage of exclusive offers.

 

2)  I’m having technical issues

We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please contact  enquiries@sugarpearljewellery.com with the following information:

 

3)  I can’t sign into my account

If you can’t sign into your account then please complete the following steps:

If after this you still can’t sign in, please email enquiries@sugarpearljewellery.com providing as much detail as you can about the issues you are experiencing including screen shots of any error messages you get and what you’ve done so far to try to resolve it. 

 

4)  How do I cancel or add to my order?

If you place an order online in error or want to add something to an order you have already placed, please email enquires@sugarpearljewellery.com and quote the order number from your confirmation email.

 

5)  What is your UK standard delivery charge?

Our basic delivery charge is £3.99 to the UK mainland. Delivery is approximately 3-5 working days.  This amount is only charged once per order, regardless of how many items you order or how many parcels we despatch. We offer a FREE Delivery service for postage by UK Standard Delivery service to UK Mainland & British Isles for all jewellery orders over £50.

 

6)  Do you offer International delivery ?

Overseas shipping options and charges are shown on the checkout page. We hope to be able to offer worldwide shipping in the near future.  Sugar Pearl Jewellery cannot guarantee that the sale and delivery of its goods to your particular country or location is permissible, so please be aware of your own geographic import restrictions.  Please note that any duty and taxes that may be levied in the country of destination are the responsibility of the customer.

 

7)  What is your International delivery charge?

Our delivery charge for International Delivery is £10.00. This amount is only charged once per order, regardless of how many items you order or how many parcels we despatch.

 

8)  When and how will my order be delivered?

We dispatch all orders placed before 1pm within 24 hours.  All orders received and payment cleared after 1pm or over the weekend or bank holiday will be dispatched the next working day.

Delivery is fast, usually within 3-5 working days. Most items are sent by Royal Mail and require a signature on delivery. If you are not at home, the driver will leave a card asking you to call the depot to arrange another delivery. If you prefer, we can deliver to your work address or a neighbour.
Overseas orders are sent by airmail. Approximate delivery times to Europe are 5-15 working days and up to 21 working days for countries outside UK and Europe.

 

9)  Do you offer Express delivery?

Express delivery is available to UK mainland addresses only. We dispatch all orders placed before 1pm within 24 hours, so depending on which day your order is placed, your items ordered will be delivered within 2 working days. The postage cost for UK Express Delivery Monday to Friday is £6.95. If you require, UK Express Saturday Delivery, the postage cost is £8.50. A signature is required for receipt.

 

10)  Can I send my order to a different delivery address?

Yes, if it is more convenient we can deliver to a different address e.g. your work.

Don't forget we can deliver to your family and friends anywhere in the world. The delivery note will not contain prices and we can also add your personal message. An order confirmation will be sent to your address.

 

11)  Can I send orders to more than one delivery address?

Yes, but you must place each order separately.

 

12)  What happens if my parcel is held by customs?

It is unusual for our parcels to be held but if this does happen, you would be responsible for paying any charges, such as local import duties outside the EU.

 

13)  Can I return an item purchased ?

If for any reason you are not completely satisfied with your purchase, all of our jewellery carries a money back guarantee. Any items, except earrings* or items made to your specification or which are clearly personalised, can be returned within seven business days, starting at the time goods are received for a refund or exchange.

*Sugar Pearl reserves the right to refuse exchange of earrings for reasons of health and hygiene. Refunds for earrings will only be given in the event that they are faulty.

To claim your refund or exchange, you must give us, within 7 (seven) business days, written notice of your intention to return the product by completing the ‘Product Returns’ form on the website giving details of the products to be returned and sending it to us by email to the relevant email address shown on the website.

 

14)   If I want to return an item purchased, who arranges postage ?

It is the customer’s responsibility to make postage arrangements and ensure that item(s) being returned are despatched in perfect condition, unused and in their original packaging to Sugar Pearl’s address as stated on the website within 5 (five) business days of the date of the notice of cancellation. Postage costs will be for the customer’s expense and are not refundable, unless the item returned is faulty. Remember to include your name, address and order number and to specify whether you would like a refund or exchange.

The item is your responsibility until it reaches us, so please take care to ensure that goods are securely packaged before posting and that you use the Royal Mail Special Delivery service to return the item(s) to us. Sadly, parcels we have sent by any other service have frequently gone 'missing'. We regret that returned goods which are lost in the post, arrive damaged (including damage to original packaging), show obvious signs of wear or in an unfit condition for re-sale, will NOT be refunded or exchanged.

Keep the Special Delivery ticket and receipt in a safe place. This has a unique tracking number that will help the Post Office trace your parcel in the event it is lost. Remember to also write your name and address on the back of the parcel.

Refunds will be re-credited to your credit or bank debit card as soon as possible and in any event within 28 days of receipt of returned items. Goods that are returned to us without their original packaging will be refunded less a deduction of 10%.

 

15)  How do I change details in my account?

To change details in your account, please go to My Account where you can change your personal information and address details, plus view your orders.

 

16)  Is your payment process secure?

Yes, we can assure you the payment section of our website is secure.You may notice that the address bar will change the address from 'http' to 'https'. Depending on your browser settings, you may see a message notifying you of this.You should also see a padlock symbol on secure pages. This is usually found next to the address bar in your browser, or in the footer bar.

 

17)  Why does my gemstone look different to the image pictured on the website?

The product photography displayed on our website matches the product as closely as possible. All of our gemstone jewellery is hand-finished with genuine gemstones and so details such as the exact shade of colour of the stone can vary slightly. This is all a part of what makes your jewellery unique and special.

 

18)  If I order something that is no longer in stock what will happen to my order?

During extremely busy periods it is possible to place an order for a product which may just have gone out of stock. In this case, Sugar Pearl Jewellery reserves the right to cancel your order. If you have paid via PayPal, you will be issued with a refund for the amount paid. If you have paid via credit/debit card your card will not have been charged. We apologise for any inconvenience. 

 

19)  What are the supported payment methods?

Sugar Pearl Jewellery currently supports five payment methods:

- PayPal
- Maestro
- JCB
- Visa (credit card)
- MasterCard (credit card)

Please note you need to have a PayPal user account if you would like to use these payment methods on the Sugar Pearl Jewellery website.
Please note that you need to use the identification method required by the issuing bank of your credit card for payment with Visa and MasterCard. 

 

20)  What's the best way to care for my jewellery?

Get the most from your jewellery with the tips below:

For more information, please refer to our Jewellery Care section.