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FAQs

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We are always keen to hear from you and answer any questions you may have, but below are the answers to the most frequently asked questions we have come across, so hopefully this helps. We are sorry if this does not answer the question, you can get in touch with us sign the Contact Us form, alternatively mail us at hello@jamesviana.co.uk, and we would endeavour to respond the same day.

 

  

  •  Order & Payments

    • Is it safe to Order on JamesViana.co.uk

    It is indeed, absolutely safe to Order on James Viana. We use the PayPal gateway to process your payments, which means, we do not store any of your credit or debit card details. Also, the website is secure to transmit data to PayPal. One way to make sure if a URL is safe to enter your payment data is to check if the URL starts with http(s) and if it has a padlock icon, which are both indicators that the URL is secure. We are also secured by Geotrust which is the Industry standard in online security, you can view the security certificate by clicking on the Geotrust icon in the footer.

    • Will I need a PayPal account to make a Payment on JamesViana.co.uk

    No, you wouldnt necessarily need a PayPal account to make a payment. We use PayPal as a payment gateway, and so it allows you to make payment using all major Credit or Debit Cards.

    • What happens to my personal information?

    None of your payment details are accessible to James Viana, it is straight transmitted to the payment gateway who use the same security standards as the banks use for online banking. We offcourse have your Name, Address & Contact Details which are required to delivery your Jewellery to you, but rest assured, we never share your personal information with anyone. We may occassionaly send to you special offers, updates and newsletter, but you can always update your communication preferences and opt out from any communications what so ever. We hope you dont do that though, as we would love to keep in touch.

    • How can I know that my Order has been placed successfully?

    We send to you an Order confirmation email as soon as you have placed the order. If you dont see the email straightaway, it is worth checking your spam folder. If you created an account while placing the Order, you can also view the status of your Order within your account dashboard. If you have any doubt, you can always use the Contact Us form or email us on hello@jamesviana.co.uk.

     

    Delivery & Returns

    • When will my Order be delivered?

    We appreciate your custom and the fact that you want your Jewellery as fast as you can, so we mostly deliver the same day, if you have Ordered late in the day though, the delivery is sent next day first thing. So In any case we always deliver within a day from the time we receive your Order.

    • How is the Delivery sent? 

    All UK deliveries are sent Free of charge via Royal Mail 2nd Class Delivery. Royal Mail aims to deliver all 2nd Class deliveries within 2 to 3 working days. If you want your Jewellery urgently, there are expedited delivery options at checkout as well for a nominal charge.

    • What if I havent received my Delivery?

    When we have delivered your Jewellery, you receive an status update email. If you have opted for standard delivery, it should reach to you within 2 to 3 days from the time you received that email, or 1 to 2 days if you opted for expedited service. If you still havent received your Jewellery, you can contact us via the Contact Form or mail at hello@jamesviana.co.uk.

    • What if I want to Return the Jewellery?

    We work very hard to make sure you like everything about our Jewellery & Service, but if for any reason you want to return your Jewellery, you can do so within 30 days from the date of your Order, provided it is in the unused and sent back with all original packaging.

    • What is the Returns Process?

    Please login to your account on JamesViana.co.uk to see your Orders. Choose the order you want to Return and create a Return Request, once you do so, you will receive a Returns Authorization Number with the return address. Please send back to us the Jewellery in unused condition with all its original packaging to us on the address provided. Please send the delivery via a tracked service. We will let you know as soon as we have received the Jewellery and the Return is authorized.

    • How is my refund processed?

    You can choose to exchange with another piece of Jewellery from James Viana, request a Store Credit, or a full refund. Please note that the delivery costs if any are not refunded.

    • How long before I receive my refund for returns?

    Once the Return has been authorized, please allow 8 to 10 days for the refund to reflect into your account. For security, we will refund only to the card you used to make payment for your purchase.

     

    Gift Certificates

    • How are Gift Certificates delivered?

    Currently, we only send the Gift certificates to the receiver via Email.

    • Do the Gift Certificates have any validity or expiry date?

    No. There is no validity or expiry date for a Gift Certificate. It can be used by the receiver any time.

    • Can I return or cancel a Gift Certificate?

    No, unfortunately, a Gift Certificate cannot be returned or cancelled.

 

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