Delivery, Orders & Returns
delivery on all items is free!
We will post your item out to you with enough insurance in case anything happens, but delivery to you is free.
We hold stock of most items in Petra's Finest and in Brands so please allow 5 days for delivery.
We need a little more time for custom orders, so please allow 4 weeks for delivery.
If you need something urgently, please email (if out of hours) or call us (Tue - Sat 9am -5pm) straight away and we will try to help you.
Orders over £30 will be sent using Royal Mail Special Delivery and will need to be signed for, so please make sure someone can sign for the parcel. We do this so that there is adequate insurance for the value of the items enclosed.
Please be aware that parcels are unlikely to fit through a letter box. Items will be dispatched within 2 working days unless in the unlikely event of them not being in stock. If this is the case we will contact you by email and advise on the likely timescales. If your parcel does not arrive within 5 working days then please contact us immediately by phone or email quoting your order reference. If the items are not what you ordered then please contact us within 7 working days and we will resolve this for you as quickly as possible.
If items were damaged or you are not satisfied with them please contact us within 7 working days and we will resolve this for you as quickly as possible.
Orders
You can give us special instructions once you proceed to check out…
We are very happy to gift wrap your purchases for free, just let us know.
We can also pop the delivery note into a separate envelope addressed to you rather than the recipient.
Once you are ready to make a purchase, click on ‘add to basket’ to add the product you wish to purchase to your Basket. Then proceed by clicking ‘go to checkout’ to log into our secure servers to complete your order.
If this is your first purchase on the website you will have the option to create an account with us and will be asked to create a password. You must keep this password confidential and must not disclose it or share it with anyone. We hold a secure password file to enable you to request a reminder, should it be forgotten on future transactions. You will then be asked to input your address. The address that you register with must be the address that the card is registered to, however you can use a different delivery address. If you have already registered with us you may enter your sign in details to access your account. We will require a valid email address in order to communicate with you as well as a valid telephone number. You do not need to have a registered account in order to purchase from us but it will speed up the process for future orders. Once signed in you must select your preferred method of delivery (if any delivery charges are payable these will then be added to the amount you will be charged), confirm you wish to make an order and consent to the Terms of Sale. You will then be asked to confirm your address and input your payment details. Once you have completed compiling your order, you will be asked to confirm that it is correct. If it is not correct, you can revisit your order and correct the mistakes before confirming and submitting your order to us. It is your responsibility to ensure that your order is correct before submitting it to us. If you have any problems with your order, please call or email us.
We will then send you a confirmation email to acknowledge that we have received your order. This is sent out automatically by us to the email address you register with us.
After sending you this first email we will check to make sure we are able to fulfil your order. At this point we will process the payment details you have given to us to take payment for your order. If and when we are able to do so, you may then receive a second email from us confirming dispatch of the products to the delivery address you have requested and giving you estimated timescales for delivery. This may be sent out automatically by us to the email address you register with us. You should check both emails for accuracy and let us know immediately if there are any errors. Your order will be accepted by us when we send the second email to you confirming your order and dispatch of the products and at this point the contract between us (“Contract”) is formed. Ownership of the products will pass to you on delivery or attempted delivery of the products. If there are any problems with your order, you will be contacted by us. When you submit your order, you are offering to buy the products at the price set out in the order. Prices are checked regularly, however, if we find the price has changed or that there has been a pricing error when we receive your order, we will contact you and ask if you wish to proceed at the correct price. If you confirm that you do wish to proceed, please remember that we will still not be under an obligation to supply the products until we have sent you the second email confirming dispatch of the products. It will be from this date that the order commences and not from the previous first order email.
If you discover you have made a mistake with your order please call us on 01256 355945 immediately. We are unable to rectify mistakes after you have accepted the order, although you may still have the right to cancel as described below.
Returns
We would like you to always be happy with the jewellery you buy from us and place a huge amount of emphasis on getting things right first time.
Please refer to our Petra Promise to get a good understanding of our approach to keeping you happy! You have the right to change your mind and sometimes things go wrong.
We have set out some guidelines below as to how we deal with things. You can also refer to our full Terms & Conditions for the formal stuff.
If you have changed your mind
You can cancel an order before despatch unless it is ‘custom made’ or ‘engraved’. You can return an item for a refund or exchange within 14 days of delivery with a completed returns form. Please return items to our shop address in their original condition and packaging and for your benefit and security we recommend that if you are posting the goods back to us to use Royal Mail Special Delivery. This will ensure proof of delivery and insurance of the goods whilst they are in transit.
Repair, exchange or refund of faulty items
If you believe your product is faulty please inform us as soon as possible, ideally in writing. We will log the issue on our system and then wait for you to bring it in or post it to us for an assessment. Depending on what has happened we can potentially repair the item and we will need some time to do this. This will be explained to you once we have had the opportunity to examine the item and we know exactly what the best solution is for you. Where repairing the item isn’t feasible we will offer you an exchange. Ideally this will be for the same design, however occasionally a particular item might no longer be available or was a one-off piece, so we will endeavour to replace it with something of similar value that you are 100% happy with, or offer you a full refund if that is not the case. If you haven’t used the item and discover it is faulty, and we cant offer you a repair or exchange option that you are satisfied with, then we would be happy to offer you a full refund as long as you have proof of purchase or a gift voucher. We quality control every piece of our jewellery once it is made, and again before you leave our shop with it, and whilst defects can sometimes occur over time this is actually extremely rare. Often ‘faults’ are a result of ‘wear and tear’ or ‘accidental damage’, and unfortunately the latter can happen as soon as you wear an item. We absolutely appreciate that any fault on a piece of jewellery, regardless of how it has occurred can be upsetting, and we encourage you to always come and talk to us so we can agree a solution. We will give you a fair assessment of what has happened, what is required to rectify the problem, and try to offer you a discounted rate for any work and materials that might be necessary if we conclude that the fault is not a manufacturing fault. In the unlikely event that you are not satisfied with our suggested solution, then we would advise you to get a second opinion from an independent jewellery expert and present it to us in writing. We take these matters extremely seriously and highly value our reputation for looking after our customers. We do however ask for you to also be fair and reasonable. Every situation is different, we genuinely want our customers to be happy. Please ask us if you have any questions or feedback.