To safeguard you against credit card fraud, for all orders of jewellery from the Element Jewellery website that are over £500, we will carry out a couple of further fraud-prevention security checks.
In order to verify your identity and your delivery address, we will request the following forms of identification:
Photo ID – either your Passport or Driving Licence
Proof of your residential address – Driving Licence/Utility Bill
Scanned documents are acceptable, although you may also post them to us at:
25 Market Street
We hope that you find these additional steps in fraud prevention straightforward enough.
As soon as we have the above documents, we will be delighted to send your jewellery.
Element Jewellery are authorised to accept LMG Gemcheck Card payments issued by the Loss Management Group which can be used for purchases at Element Jewellery.
As an LMG Authorised Jeweller we are able to accept the LMG Gemcheck Card issued by the Loss Management Group. This is an electronic card pre-loaded to the assessed retail value of your insurance claim. If you would like to purchase an item using your Gemcard, please let us know when you visit our boutique in Hebden Bridge.
The LMG process is very simple, after you select the jewellery you would like to purchase, we will deduct the appropriate value from your card. You can purchase goods of a higher value by paying the difference via credit or debit card.
Unfortunately LMG cards cannot be used on sale items or conjunction with any other discounts or offers.
For further information visit http://www.lossmanagement.co.uk/faq.php
For any further information or advice please contact Element by email [email protected], or call us.
Can i assume all jewellery displayed is held in stock?
You will be advised if an item of jewellery is made-to-order, and its associated lead-time should you wish to order it. You have the option to Order Now, rather than Buy Now. This typically applies to contemporary designer jewellery, wedding rings, engagement rings and eternity rings.
For contemporary jewellery that you have the option to Buy Now, rather than to Order Now, you can assume that we do have it in stock. There will be occasion where if an item of contemporary jewellery proves more popular than expected, we run out of stock when you place your order, as our website only updates once a day at 3am. Equally, we may sell an item held in our Website stock to a customer in our Hebden Bridge contemporary jewellery boutique, which means the website will still display the item as being in stock until it updates the following morning.
We sincerely apologise if an item that you want to purchase is out of stock and we will advise you immediately if we can re-order the item, advising you of delivery times via email or phone.
Can I change or cancel an order, and will I be charged postage twice?
Once your order has been placed you are unable to add further items yourself. However, if you contact us, we may be able to add an item to your order for you so you only need to pay delivery once, as long as the order has not already been dispatched. We typically take all parcels to the Post Office at around 4.30pm, so we have a cut off for orders being placed at 3.30pm if there are to be prepared and despatched that same day. To cancel an order, simply contact us.
how will my jewellery arrive?
We’ll make sure your contemporary designer jewellery arrives looking wonderful! You’ll receive your Element jewellery lavishly wrapped in a signature silk-covered box or felt pouch, crisp white tissue, in a very posh boutique Element Jewellery bag.
You’ll have the option to include a gift card and a personal hand written message. You can also have your gift delivered to the recipient by choosing to provide an alternative delivery address.
Once in a bag, we pop your jewellery in a manila postal carton – its looks pretty discreet.
For all wedding rings, engagement rings or eternity rings, you will receive a really cool grey ring box made from MDF. We’ll enclose all paperwork and a valuation in a matt grey envelope.
If you would prefer minimal fuss-free packaging in a white jiffy bag, please let us know. Also, if you would like gift packaging, please let us know through the check-out.
how do i buy or use element jewellery gift vouchers?
Simply go to Gift Vouchers and select the amount you’d like to purchase. Or you can buy them from our Hebden Bridge jewellery boutique. Vouchers are sold in denominations of the following amounts: £10, £25, £50, £100. Only one gift voucher code can be used per transaction. But don’t worry – they don’t have to spend it all at once because they can keep the change and spend it later!
We can either send the vouchers to you, or forward them to the gift recipient. They’ll arrive in a beautiful matt grey envelope, hand finished with a pearlescent tissue lining.
The Gift Voucher codes are simply entered in the Payment section through the Checkout process.
WHAT IS your product guarantee policy for wedding, engagement or eternity rings?
Every Wedding Ring, Engagement Ring, Eternity Ring or item of Bespoke Jewellery is guaranteed for 12 months, from the date of the original purchase.
This means that Element guarantee to replace or repair your jewellery should there be a defect due to original workmanship within 12 months. We hope you understand that if you have accidentally or otherwise mishandled your jewellery, this guarantee does not apply.
Examples of defects due to original workmanship include:
Faulty catch, poor soldering, poorly set gemstones or diamonds, badly finished metal with sharp edges.
Examples of defects due to mishandling would include:
Snapped chain, damaged metal or gemstones due to contact with corrosive substances, scratches on the surface of metal, resin, leather or gemstones due to knocks or scrapes, lost pendant due to poorly fastened chain or choker.
Please be aware that the guarantee is for 12 months, regardless of how many times you have worn your Element jewellery. This is subject to the discretion of Element staff, and we would of course look at every case individually.
how can i pay for my contemporary designer jewellery?
We accept all major credit and debit cards, including Visa Credit, Visa Debit and Mastercard. If you’d like to use a card other than the ones we accept, you can pay via PayPal. You may also use PayPal.
why has my payment failed?
This might have happened for a few different reasons. First, check you’re using a card we accept (including Visa Credit, Visa Debit and Mastercard). Have you entered the card details correctly? Is your billing address in the UK or Ireland? If you’ve checked everything above and it still isn’t working, we recommend you give your bank or card issuer a call to check there are enough funds in your account to make the payment.
HOW DO YOU HANDLE VAT?
We can provide a VAT invoice on request. If you are a non-UK or non-Republic of Ireland resident, we can VAT zero-rate your jewellery. Please contact us to arrange this over the phone or in-person.