How safe is it for me to pay for my order online with you?

We are totally committed to protecting your security and privacy at Heraldia. The security of personal and credit card information is our highest priority. Therefore, all payments made through our website are processed by Secure Trading.

To find out more about Secure Trading security and privacy policies please visit them at http://www.securetrading.com/

When will I be charged for my item(s)?

When you place an order with us online payment is debited immediately from your card. If a refund is required we will always refund you immediately providing your payment has cleared in our bank account.

Can I pay by any other method? 

Yes you can pay by personal cheque. If paying by personal cheque please make cheque payable to Jewellery Cave Ltd, then post your cheque with your order to: Heraldia (Orders Dept) , 272 Friern Barnet Lane, Whetstone, London, N20 0NH. Please note we do not despatch any items until the cheque has cleared. Please allow 21 days from when we receive your cheque for all items in stock. Some items may take longer if not in stock.

Shipping

What kind of packaging will my items be sent in?

All orders will be supplied in a gift box and packed securely in a padded jiffy bag.

How much does delivery cost?

All orders are sent to UK and EC addresses using the Royal Mail special delivery service, so they are all insured and fully trackable. 

To UK mainland addresses and BFPO (orders under £30)             £2.50

To UK mainland addresses and BFPO  (orders over £30)             £5.90

To EC addresses                                                                £10.00

To addresses in the rest of the world                                      £25.00

How long will my order take to arrive?

We will email you to let you know your order has been despatched. Please allow 24-48 hours for delivery in the UK and up to 14 days for overseas addresses.

Can I have my order sent to a different delivery address?

Yes, you will be asked for a delivered address when you are in the checkout. The billing address must be the same as the details for the cardholder, but you can specify any address for deliver.

Can I change my order?

Yes, you can change your order at any stage providing it has not already been personalised, i.e. your crest or inscription engraved on the items. Should you wish to change your order please contact us as soon as possible on 020 8446 8538. Please have your order number ready.

Can I cancel my order?

Yes you can cancel your order providing it has not been already been engraved. Should you wish to cancel your order please contact us urgently on 020 8446 8538. Please have your order number ready. We will send you a confirmation email confirming that your order has been cancelled and a full refund will be made to your card once your payment has cleared in our bank account.

Can I track my order?

Yes you can. Simply log in to the My Account area on our website and you will be able to view your order progress. At any time please do not hesitate to contact us 020 8446 8538 if you have a question regarding your order.

Where is my order?

If you have not received your item(s) within the specified delivery time or have a question regarding delivery of your order please do not hesitate to contact us on 020 8446 8538.

My order has arrived damaged. What can I do?

We take great care to pack your item(s) securely and it is extremely rare that something arrives damaged. However should this occur please contact us immediately on 020 8446 8538 or email us at info@heraldia.co.uk. We will ask you to return the item(s) as per our returns instructions. Upon receiving the item(s) we will dispatch a replacement. You will be reimbursed for the cost of returning the item(s) to us.

I am a new customer and cannot seem to register my details

Please call us free on 020 8446 8538 or email us at info@heraldia.co.uk and we will be happy to assist you with the registration process.

I am a returning customer and cannot log in

Please call us free on 020 8446 8538 or email us at info@heraldia.co.uk and we will be happy to assist you.

Can I be sure that I am buying from an ethical company?

We believe so. As a family business established for almost 40 years, we have always taken our reputation very seriously and we require all of our staff and suppliers to behave in a responsible and ethical fashion. We have a policy on ethical trading and we also support worldwide moves to ban the trade in ”conflict diamonds” and ”dirty gold”. These initiatives should give you the confidence to shop with us, but if you have any further queries, please email info@heraldia.co.uk.

I would like more information about a product.

No problem. Simply call us free on 020 8446 8538 or email us at info@heraldia.co.uk with your question. If you could include the product ID number that is located next to the product this will help us to deal with your enquiry efficiently.

What guarantee comes with the product I am buying?

All products carry a 12 months guarantee. This guarantee protects you against any manufacturing fault but excludes accidental damage and normal wear and tear. This does not affect your statutory rights.