Please adhere to the following instructions when returning goods -
(a) If the item was damaged in transit
If you take delivery of a package and the contents have been damaged in transit, you can return the item(s) to us within 14 days of receipt for exchange. Please contact us by e-mail (
info@goldnamechains.co.uk) as soon as possible to inform us of your wish to return your goods, and we will allocate you a return code, which you must include in the package to ensure we process your return as efficiently as possible. You must also include your original order number, with your name and address. We will arrange for a replacement to be sent and refund the postage cost of returning the item to us.
(b) If the item is defective
You have the right to return a faulty item within a reasonable period of time. Please contact us by e-mail (
info@goldnamechains.co.uk) as soon as possible to inform us of your wish to return your goods, and we will allocate you a return code, which you must include in the package to ensure we process your return as efficiently as possible. You must also include your original order number, with your name and address. We will arrange for a replacement to be sent and refund the postage cost of returning the item to us.
(c) If we sent you an item you did not order (an "incorrect" item)
As soon as you find out we've sent you an incorrect item please contact us by e-mail (
info@goldnamechains.co.uk) as soon as possible, to inform us of the details of the error. We will allocate you a return code, which you must include in the package to ensure we process your return as efficiently as possible. You must also include your original order number, with your name and address. We will arrange for the correct item to be sent and refund the postage cost of returning the item to us.
Note: in the event that we send you a replacement for a damaged, defective or incorrect item, you must return the original item to us within 30 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order.
(d) Cancellations/no quibble returns
By law, customers have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. We operate a 14 day no quibble money back guarantee
If within 14 days you are unhappy with the product you may return it to us. Any product returned must be unused and in perfect re-saleable condition for us to be able to refund any payment. Please note that, in the interests of hygiene, this return policy does not apply to earrings or other body products. Special order items are also excluded.
Please contact us by e-mail at
info@goldnamechains.co.uk (THE CANCELLATION RIGHT CAN ALSO BE EXERCISED BY POST OR BY TELEPHONE) to inform us of your wish to return your goods, and we will allocate you a return code, which you must include in the package to ensure we process your return as efficiently as possible. You must also include your original order number, with your name and address.
Wrap the package carefully and send it back to the returns address above. Where possible obtain a proof of posting certificate from the Post Office, as you are responsible for the package until we receive it returned safely into our warehouse.
It is your responsibility to meet the costs of returning the goods to us, and to take care that they are not damaged while in your care or in transit. If you do not return the goods as required, we may charge you a sum not exceeding the direct costs of recovering the goods. If we have not yet refunded you (see below) we may deduct these costs before refunding the balance to you. Any refund will be provided as soon as possible and at the latest within 30 days of our receiving the returned order. We will e-mail you to let you know that the returned item has been received.
7. SECURITYAt Goldnamechains.com we are committed to protecting your security and privacy.
The information you send us is protected by using Secure Socket Layer (SSL) technology (shown by the padlock in the bottom right hand corner of the screen). This shows that your information cannot be intercepted as it travels over the internet. Once your information reaches us it is stored behind firewalls to prevent unauthorised access.
We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.
It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when you finish using a shared computer.
Please also refer to our privacy policy.
8. DELIVERY PROBLEMSIf you have received an email from us confirming receipt of your original order, then your order is in our system and is being dealt with.
Wherever possible, we try to ensure that you will take delivery of your order within 7 days (3 to 5 days for dispatch and 2 to 3 days in the postal system) from your receiving our initial email. In the unlikely event of delivery problems at our end we will keep you informed by e-mail of expected dispatch dates.
If you are concerned that you have not heard from us within these timescales, please contact us at
info@goldnamechains.co.uk
