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Frequently Asked Questions
ORDERING
How do I place an order?
The quickest and easiest way to place your order is to order online and pay via internet banking.
- click on the item you wish to purchase, choose colour
- 'Add to Cart'
- when finished ordering, click 'checkout'
- enter your personal information on our secure server (this is NOT used for any other purpose than to dispatch your order and contact you in regards to your order)
- follow the directions for payment
- a confirmation email will be sent to you
You can also order by phone: 09 834 3814.
How do I pay?
We prefer payment by internet banking. It is faster therefore your order can be dispatched sooner. Cheque is also accepted but bear in mind the added time it will take to receive and clear funds before items can be sent. Credit card is not accepted at present but is in future plans. If you would like to pick your order up, payment on pick up is available too.
How long does it take to receive my order?
Most orders will be sent within 5-7 days (obviously payment must be received first).
Occasionally we may be out of stock of a particular bead or component and in this situation we will let you know this by email. In this situation we aim to send within 3 weeks. If this is a problem let us know and we will endeavour to find a solution!
If there is an urgency to your delivery let us know and we will endeavour to accommodate it.
How much are postage costs?
Because of the delicate and valuable nature of the jewellery, all items are sent by courier. $5.00 will cover almost all orders.
Can I pick my order up?
Yes this is possible, but needs to arranged by email or phone. Payment on pick up is ok.
CUSTOM ORDERS
What if I want something custom made?
Having something custom made is always great fun and you are assured of something unique. Please contact me to arrange a time to meet. Feel free to bring other bridal party members, material samples, other jewellery to match, or pictures from wedding magazines.
Custom made orders attract no extra charge for the service. It is just great to meet brides and make their ideas become a beautiful reality! Hilton Jewellery retains the right to reproduce custom made orders to sell. Often brides ended up having their piece named after them!
MATERIALS
Quality of Components?
There are many options when purchasing jewellery. Different quality of beads, stones and metal components varies hugely and you don't always have to spend a fortune on pieces that last for years.
I specialise in beautiful, gorgeous pieces made from the highest quality and world reknown Swarovski crystals and Swarovski pearls. In some pieces, I use little seed beads, these are not from the swarovski range and will be stated in the product description. Pieces are priced accordingly.
What are Swarovski crystals and pearls?
Swarovski crystals are manmade lead crystals, cut by a machine. They are world famous for their perfect clarity and wide range of divine, fade resistant colours. See the Colour Charts. Some have special coatings, known as 'AB', for 'Aurora Borealis' (the northern lights), giving a rainbow type reflective sparkle which picks up the colours of whatever you are wearing. Most of my jewellery is made using crystals without the AB coating, except some of the clear crystals. These are named either crystal or crystal AB.
Swarovski pearls are known as the best imitation you can find! They have a swarovski crystal core and then their special coating which comes in a divine range of colours, see the Colour Chart. The coating has a beautiful sheen and because of their crystal core they have a decent weight to them. They are washable and drycleanable and are resistant to scratches, hairspray and perfume
What metals are used?
If your ears become red, hot and itchy when you wear some earrings, you most probably have a nickel allergy. Most metal mixes have nickel as a component, sterling silver and the gold-filled earring hooks do not. For earring hooks/posts and clasps I use sterling silver or 14 carat gold-filled metal components. Gold filled metal is created by fusing the gold to the base metal (usually copper), creating a long-wearing, hypo-allergenic, resilient metal.
All the wire used on the hand wire-wrapped jewellery is sterling silver. Most other metal components (crimps, rings, pins) are also made from sterling silver. Occasionally it is plated metal. This keeps prices down but does not effect the end look of the product and should not cause allergic reactions
Wire?
The majority of my jewellery is strung on tigertail wire. This is very fine wire made from lots of twisted strands of wire which is then covered in a clear nylon coating. It comes on a roll and so tends to curl. Hang your jewellery to let it straighten, though for long term it is better to prevent tarnishing by storing in a plastic bag. Tigertail warms up on your skin and moulds to your shape, so is very comfortable to wear. Because of its fine nature, it can bend, please see 'Jewellery Care' below for the care of tigertail. I use silver, gold and black primarily, though it is available in other colours. Please state which colour of wire you prefer when ordering.
DISCOUNTS
Can I get a discount?
If you buy 4 or more of the same style, we will give a 10% discount. I believe my prices are already extremely competitive, but if you have your heart set on something but can't afford it, please contact me as there are other options such as simplifying a design or using slightly cheaper components.
JEWELLERY CARE
What's the best way to care for my jewellery?
Be very gentle with it! Don't wear it to bed or in the shower. Don't cover it in hairspray or perfume. Put it on last and remove it first. For the long term I recommend storing in a plastic bag as this slows the tarnishing of sterling silver and prevents the collection of dust which will dull the sparkle of your crystals. Fingerprints will also dull the crystals amazing sparkle, polish gently with a cotton cloth or tissue.
Tigertail wire is fine if cared for carefully by curling into a circle to store, or hang up. It can bend if not wound correctly. Jewellery is not able to be returned for a refund because of bent tigertail, however if something has become bent, I can replace the wire for a cost worked out, see 'Repairs' below.
RETURNS
What if I don't like my jewellery?
All items, except earrings (due to hygiene reasons) and custom made jewellery may be returned for a refund, minus a 10% fee within 14 days of receiving your jewellery.
**Please note returns are not accepted after your wedding date**
What if there is a fault?
If there is a fault with any product I will gladly repair or replace it free of charge. This does NOT include bent tigertail wire. Please follow the guidelines for 'Jewellery Care' above.
Earrings if faulty will gladly be exchanged or remade using the same hooks.
REPAIRS
Do you repair jewellery?
I am available for jewellery repairs (not my jewellery), depending on the product and nature of the fault. Please contact me to discuss requirements. |
