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FAQs

HOW DO I PURCHASE ONLINE?

Shopping at Neola is easy. Once you have found the product you want to buy, select the relevant colour and size (if applicable) and then add the item to your shopping bag. From there, you can choose to continue shopping or go to checkout.

WHAT RING SIZE DO I NEED?

All our rings come in standard UK sizes K, M and P. If you need a size out of this range, please contact us on info@neoladesign.com and let us know your required ring size. We will get the item custom made for you, which can take up to 6-8 weeks. To find out what size you need, please refer to our ring size guide or visit your local jewellers, where you can usually have your ring size measured.

HOW DO I PAY FOR MY ORDER ONLINE?

Once you have finished shopping - click on the checkout button. You will then be taken through a simple one page checkout. You can check out as a guest or create an online account with us. By creating an online account, you can enjoy a quicker checkout process in the future and save your delivery and payment details. If you are experiencing difficulties with your order please contact us on info@neoladesign.com or call us on +44 (0) 785170 2974.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our privacy policy in full.

CAN I CREATE AN ACCOUNT WITH NEOLA?

You can create an account once you have made a purchase with us online from the link on the order confirmation page. Once you have created an account you will be able to: proceed through checkout faster; check the status of orders; view past orders; make changes to your account information; change your password and add alternative addresses.

CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?

Yes, when you have placed the goods into your bag and started the checkout process, you can checkout as a guest. This means we will only collect the minimum amount of details from you to process your order and you will not be required to create an account.

IVE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

To reset your password follow the forgotten passwordinstructions on the sign-in page. Please note for security reasons we cannot send you passwords via email.

WHAT PAYMENT METHODS DOES NEOLA ACCEPT AND IS IT SAVE TO USE MY CREDIT CARD ONLINE?

We accept Visa, MasterCard, Visa Debit, Visa Delta, Electron and Paypal. All payments are processed through a secure checkout system provided by Cardsave Ltd.

First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

HOW WILL I KNOW MY ORDER HAS BEEN PLACED?

Once your order has been placed and payment has been accepted you will see the order acknowledgement including your order number on your screen. You will also receive an order confirmation e-mail at the e-mail address you have provided.

CAN I ADD A DIFFERENT SHIPPING ADDRESS TO MY ORDER?

Yes, you can send your goods to a different UK or international shipping address to your billing address. Shipping address appears as a separate field in the checkout and you just need to unselect the tick box at the top of this section which says same as billing address.

Out of stock items will be delivered within 6-8 weeks. Delivery time will be slightly longer for orders outside of the UK.

INTERNATIONAL ORDERS - DUTIES AND TAXES

Products delivered to some destinations, mainly outside the EU, may be subject to taxes, fees, levies or other charges, which are imposed by local legislation. The recipient of the products is responsible for all customs formalities for their export and import, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who's ordered them, will receive a separate request for payment of these charges.

HOW CAN I SEE WHAT IVE PLACED IN MY SHOPPING BAG?

Simply click on your Shopping Bag in the top right-hand side of the screen.

HOW DO I REMOVE SOMETHING FROM MY SHOPPING BAG?

You can remove an item completely by clicking on the Remove button or change the quantity by clicking on the + or buttons and then the Update button.

PROMOTION CODES

To make use of a Promotion Code, add it to the relevant box in your Shopping Bag. Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

WHEN WILL MY CREDIT / DEBIT CARD BE DEBITED?

The payment will be taken as soon as you have placed your order.

ARE MY PERSONAL DETAILS SAFE?

We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payments processor for authorisation by your bank. If you choose to store your card details for future payments, these are held by our payment processor, not us.

HOW DO I CONTACT NEOLA?

You can contact us from Monday Friday, 9.00am 6.00pm By email: info@neoladesign.com By phone: +44 (0)78 5170 2974

If you wish to write to us, our postal address is: Neola Andrea Hauer 1 C Gondar Gardens NW61EW London United Kingdom

WHAT IF AN ITEM IS OUT OF STOCK?

If an item is out of stock on the website you will still be able to order it as usual. On the product page select your colour and size showing a delivery time of 6-8 weeks under the Add to Bag button. You can add the product to your shopping bag in the usual way. We aim to get the product to you as soon as possible and will send you a despatch email when the item is on its way to you.

WHAT SHOULD I DO IF I HAVENT RECEIVED ALL THE ITEMS I ORDERED?

Please check your order as soon as you receive it. All the items in the box should match the items listed on the invoice in your order. If there is an item missing, please e-mail us on info@neoladesign.com or call us on +44 (0) 785102974 and have your order number ready.

WILL I HAVE TO SIGN FOR MY DELIVERY?

Yes, all our deliveries must be signed for. If you are not there to sign for your delivery, our delivery company will leave a card and telephone number for you to call to make alternative arrangements. However, to ensure the safe and undamaged delivery of your order, our delivery company will not be able to leave your order without signature in person.

WHAT IF IM NOT IN WHEN YOU DELIVER?

If you are not there to receive and sign for your delivery, then our delivery company will leave a card and telephone number for you to call to make alternative arrangements.

DO YOU DELIVER TO PO BOXES?

Unfortunately we do not deliver to PO box numbers, BFPO addresses, mail forwarding addresses and temporary residence addresses.

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

After you have placed your order you will receive an order confirmation email with the details of your order and to notify you your payment card has been charged. When your order has been processed and despatched you will receive another e-mail confirming this.

HOW WILL MY ORDER BE PACKAGED?

All jewellery and accessories will be beautifully gift wrapped in our branded packaging.

IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?

All your purchases are insured against theft and accidental damage whilst in transit from Neola to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.

CAN I CHANGE OR CANCEL MY ORDER AFTER ITS BEEN PLACED?

We generally process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy.

Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.

MY ORDER IS DAMAGED WHAT SHOULD I DO?

Please check your order as soon as you receive it. If an item(s) are damaged, please contact us on returns@neoladesign.com or call us on +44(0) 785170 2974as soon as possible with your order number and damaged items to hand.

WHAT IS YOUR RETURNS POLICY?

We hope that you will be delighted with your order. However, if within 14 days of purchase you change your mind, we will be happy to offer you a full refund credited to the card used in the original sales transaction. Please note that goods should be returned in perfect condition, and in their original, undamaged packaging along with your completed returns note. Postage fees will not be refunded.

All products are guaranteed for 3 months.

HOW DO I RETURN MY ORDER?

Please send returns by registered mail, insured for its full value to: Neola Ms. Andrea Hauer 1C Gondar Gardens NW6 1EW London United Kingdom

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

Upon receipt of such items the card used for the purchase will be credited with the cost of the goods minus the delivery charges. Please make sure you send any returns via registered post or a reputable courier company. Your credit card company will typically take 7 working days to process the refund.

CAN I EXCHANGE AN ORDER?

If you are unhappy with your purchase please return your package to us in the process outlined in the Returns Policy.

HOW DO I LOOK AFTER MY JEWELLERY?

Many factors can influence the wear and tear of jewellery. Therefore you should make sure that your jewellery is properly cleaned, repaired and stored. Always protect your jewellery from sharp blows, scratching, chemicals, sunlight and heat/cold to minimise these effects. Ideally, store your jewellery in a soft lined box or pouch and try to keep pieces apart, so that they dont rub together or tangle up. It is also recommended that you visit a jeweller once a year to have your jewellery cleaned professionally. This will keep them looking their best.

Vermeil on Sterling Silver can fade after time, so in order to keep your plated jewellery looking it's best, we offer a replating service at the following charges:

£10 for small items (rings, pendants) £20 for larger items (Bracelets, earrings, necklaces) £50 for cuffs

CARE OF SILVER

Like all jewellery, avoid wearing silver in chlorinated water. This will discolour it. also make sure that silver is stored away from excessive light and air as these can further tarnish the jewellery. Keep the silver in a dark, cool and dry place.

CARE OF GOLD

Retaining the value and appearance of your gold jewellery is quite simple. Here are a few steps to help you do this.

- because soap tends to cause a film that can make gold appear dull and dingy, its worthwhile removing your jewellery when you shower or bathe.

- a soft jewellery polishing cloth with tarnish preventive will help you keep the gold pieces lustrous and shining.

CARE OF GEMSTONES

It's simply a matter of knowing what and what not to do when taking care of your precious stones.

- the best single piece of advice we can give you is to wipe your precious stone jewellery with a clean, soft damp cloth after wearing. This little habit will ensure that your jewellery is always looking its best.

- when your gemstone jewellery is not being worn, storage in a soft pouch is recommended.

- there are some things to avoid. salt water and harsh chemicals such as chlorine bleach or detergents can cause damage. The chemicals erode the finish and polish of the gems leaving them dull. hairspray, perfume and perspiration can also cause dullness if not regularly cleaned off.

Silver can tarnish very easily. To help prevent this, simply clean with a mild soap and water solution. Alternatively, a silver cleaner or soft felt cloth may be used, but tissue paper or paper towels will cause scratches.

HOW DO YOU USE THE PERSONAL INFORMATION THAT I SUPPLY?

We will treat all your Personal Information as confidential. We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:

Processing your orders, including despatch, payment and returns;

To prevent or detect fraud or abuses of our website;

To enable third parties to carry out technical, logistical or other functions on our behalf;

To administer our website

 If you consent, to notify you of products or special offers that may be of interest to you.

You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled do so.

IVE FORGOTTEN MY PASSWORD - WHAT DO I DO?

If you have forgotten your password, click onto the My Account link in the top right hand side of the screen and click onto the Forgotten Password?button. You will then email you a link to reset your password on the website.

HOW DO I CREATE MY WISH LIST?

When you are viewing a product in the product detail page, you can add the product to your Wish List by clicking onto the Add to Wish list button next to the share tools. You will then be shown your Wish List with the options to add items to your bag or remove them. Once you have finished looking at your Wish List, simply click the Continue Shopping button to carry on browsing.

HOW DO I UNSUBSCRIBE MYSELF FROM RECEIVING THE NEWSLETTER?

There is an unsubscribe button at the bottom of every newsletter we send you. You are welcome to subscribe to newsletter again at any time.

DO I NEED FLASH TO VIEW THIS SITE?

No.

WHICH BROWSER VERSION DO I NEED TO VIEW THIS SITE?

This site is best viewed in any of the following browsers:

- Firefox

- Safari

- Google Chrome

- IE10

WHAT ARE COOKIES AND HOW ARE THEY USED ON THIS SITE?

Cookies are small pieces of information that are stored by your browser on your computer hard drive. They contain no recognisable personal information.We use them to identify you as you travel around our site and to provide site usage information, which will further help us improve and develop the site and services we offer. You can accept all cookies, reject all cookies, or modify your browser to alert you of any new cookies. Cookies also protect the integrity of registered passwords and limit access to 'paid for' services.

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