FAQ - Frequently Asked Questions

Ordering


1. How do I place an order?

2. What payment methods are available?

3. I have placed an order using a cheque/postal order. What next?

4. Can I make a payment in cash?


Delivery Information:


1. What delivery methods are available and how long will it take to receive my order?

2. My order has not arrived, what should I do?

3. Can I track my package?

4. How is my order packaged?


Returns / Refunds:


1. Can I return an item?

2. Can I exchange the item I have received?

3. What can I do if I have received a faulty / damaged product?


Account management:


1. I can't login to my account, what should I do?

2. What can I do if I forget my password?

3. Can I change my personal details?

4. Can I track my order status?


General Questions:


1. Your prices are great but what about quality?

2. How do you keep your prices so low?

3. Do you do gift wrapping?

4. What is Sterling Silver (925) ?



Ordering


1. How do I place an order?

We endeavour to make the ordering process as simple as possible for you. To order a product, you must first click on the item you are interested in purchasing and a page with information detailing the specifications of the product will be displayed, along with price and weight details. Click the 'Add To Basket' button to add the product to your shopping basket. Information that you added the item to your shopping cart will appear in a green text frame above the product that you choose.
Much like shopping in a regular store, your shopping basket allows you to safely keep your items held waiting for you while you continue browsing for other products to add. You can access your shopping basket at any time by clicking 'My Basket' link on the right-hand side of the website, which will display a listing of the products you have chosen and a total price before any shipping costs have been added. You may also change the quantity of any item if you require more than one of anything in particular.
When you have finished adding all of the items you wish to buy to your shopping basket, you may click on the 'Proceed to Checkout' button to begin the submission of your order. You will be greeted with a page requiring your email address, password, contact, billing and delivery address details. Please ensure that you verify the information you supply in the relevant fields, and always check that the details you are submitting are correct. If you are a Registered Member you may specify a delivery address if it is different to the billing address. If you are a guest, you will only be able to have your goods shipped to the billing address. Click on 'Continue' to move on to the next stage, the 'Shipping Method'. That page will allow you to specify the delivery service that will be used to deliver the product to you.

Next is 'Payment Information' page.

The 'Payment Information' page will allow you to choose your method of payment. You may select either a 'Debit or Credit Card' , 'PayPal' or a 'Cheque/Postal Order' (UK buyers only) method . If you have chosen an alternative method of payment, you can enter details such as credit card information. A total amount including shipping will be shown, as well as a breakdown of the products you have ordered.

If you are absolutely sure that your order is correct and you have entered all your payment details correctly (if ordering with a credit card), click on 'Continue' to finish and submit your order to us. A final breakdown of products with a total cost including shipping will be displayed, and a confirmation email will be sent to you at the email address you specified when placing the order. If you have chosen any other method of payment other than 'Credit/Debit Card' please ensure that you note down the total cost of your order including shipping, as this will be important when you make your payment.

Your order will now be with us, ready to be processed!


2. What payment methods are available?

We offer a number of payment methods to suit our customers. The most common way of ordering any item from us is with our 'Debit or Credit Card' option, as this is simply the quickest way of pushing your order through and having it processed and dispatched as soon as possible.

If you do not have a Credit or Debit card, you may choose to pay via 'Cheque/Postal Order'. With these alternative methods, you must ensure that you select the 'Cheque/Postal Order' option when ordering the products of your choice, and you must also keep a note of the total cost of your order including shipping as this is the amount you will need to send us or print your order confirmation from 'Your order has been received' page.

You can also pay us using your PayPal account. Simply choose that method and click on 'Continue'. You will be taken directly over to PayPal 'log in' page. Then you can continue to confirm your payment.


3. I have placed an order using a cheque/postal order. What next?

When you place an order using a 'Cheque/Postal Order' your order will go through to us and will be held waiting until we receive your payment. To help us locate your order, you will receive a confirmation email after you have placed it. This email will contain an order number, which you should write down on a piece of paper or print your order confirmation and send with your Cheque/Postal Order payment. Please note that if you are sending a payment in this way, we recommend sending it with Recorded Delivery or an equivalent insured delivery method for your protection.

Make Cheque payable to:

AMBER PLEASURE

Send your Cheque/Postal Order to the following address:

Amber Pleasure

Armstrong House

First Avenue, Finningley

Doncaster

DN9 3GA

 

4. Can I make a payment in cash?

It is not possible to send us a payment in cash. We advise customers considering making a cash payment to purchase postal orders instead. This is a much safer way of sending payment, and is readily available to anybody who doesn't have a bank account but still wants to order goods from our website.



Delivery Information:


1. What delivery methods are available and how long will it take to receive my order?

We take great care to ensure that your purchase reaches you promptly and in excellent condition. Orders placed before 2pm (Monday-Friday) are despatched from our warehouse the same day, subject to stock availability and any security checks.

Deliveries in UK

Royal Mail First Class Signed-for –  FREE 
1-3 day priority service, 98% of all packages arrive next day. Deliveries are made during the week - Monday to Friday.

 

Royal Mail Special Delivery - Next Day by 1pm - £6.50
Next day guaranteed delivery to UK addresses. Deliveries are made during the week - Monday to Friday. This is a tracked service and a signature is required on delivery.
FREE WHEN YOU SPEND OVER £100

Royal Mail Special Delivery - Next Day by 9am - £18
Next day guaranteed delivery to UK addresses. Deliveries are made during the week - Monday to Friday. This is a tracked service and a signature is required on delivery.

Deliveries outside UK

Royal Mail International Signed-for Air Mail - £9
European deliveries arrive in 3-7 working days. International deliveries arrive in 6-12 working days.

Please be aware that the stated delivery times, although often accurate, do vary depending on delays within the postal system. Any delays that occur during transit are entirely down to the postal service in charge of delivering the parcel.


2. My order has not arrived, what should I do?

If your order is slightly delayed, you can email us for assistance, however, to save time you may want to check our delivery guidelines as follows: Royal Mail First Class Signed For Delivery Orders placed before 2pm will be dispatched the same day providing all items are in stock.

If your order has been dispatched, Royal Mail delivery will normally take between 1-3 days to arrive, however, there may sometimes be delays of up to 21 working days. We cannot follow up or claim for lost packages until a total of 21 working days from the date of dispatch has passed.

Royal Mail Special Delivery

Goods will arrive the next business day after they are dispatched. If you order on a Friday and select next day delivery, you will indeed receive your goods on the Saturday (although please be aware that due to the 95% reliability of the postal services, we cannot absolutely guarantee that the goods will arrive).

International Mail

Standard or Registered International Mail Orders will normally take between 5-14 working days; however, on some occasions they can take longer. This is due to the delivery process; packages are passed onto multiple delivery services. In rare cases, packages have taken up to a month or two to arrive. You should normally receive your order within 1-3 weeks.


3. Can I track my package?

Yes, you can track your package depending on the delivery method chosen. The tracking number will be sent in a confirmation email as soon as your order is dispatched and on its way to you. If you have chosen a delivery method that does not feature tracking, this will not be available.

If, for some reason, you did not receive a confirmation email when your order is dispatched but would still like to track your parcel, simply email us with your order number and a member of staff will supply you with the tracking number.


4. How is my order packaged?

All of our orders are sent in a plain padded envelopes . Each item is packed in a sealed plastic bag and black, cardboard box for a safe delivery. The label will display a delivery address and our logo only.


Returns / Refunds:


1. Can I return an item?

If you wish to return an item for any reason you can do so, but you must first confirm that this is possible by contacting us by email.

You must ensure that you return the item within 7 days of receiving your order. Items must be returned in the original, unused condition. We will refund the cost of the items but the shipping is non-refundable.

Unfortunately due to hygiene reasons we cannot accept returned earrings unless they are faulty.


2. Can I exchange the item I have received?

We do not provide an exchange service, however if you are not fully satisfied with your product you can always return it for a refund.


3. What can I do if I have received a faulty / damaged product?

In the highly unlikely event that an item sent to you is found to be faulty, you may send it back to us. We will refund the cost of sending the item back to us. In the UK, items should be sent back via First Class Recorded Delivery. We will not accept extra charges for other courier services or guaranteed next day services. Overseas, items should only be sent back using your country's national postal service. We recommend using an insured delivery method, however, we will not accept extra charges for Fed Ex or other overnight courier services.

Please make sure that you have clearly read any instructions that may have come with the product, or may be displayed on our website, as products found not to be faulty when they come back to us will be sent back to you at your cost. Please note that our return policy also applies.


Account management:


1. I can't login to my account, what should I do?

If you're still having problems, please email us for our assistance and we will look into this further.


2. What can I do if I forget my password?

If you have forgotten your password and need to retrieve it, simply click on the 'Forgot Your password?' link in the 'Login' box. This will display a page with a box in which you need to enter the email address you registered your account with. Once this is done, click on the 'Submit' button and an email containing your new password and an activation link will be sent to you. When you receive this email, click on the 'logging into your account' link to activate your new password. You can then log back into your account and change your password to something more easily memorised by looking in the 'Contact Information' section.


3. Can I change my personal details?


You can change some of your account details at any time. To do so, log in to your account and in the 'My Dashboard' click on the 'Edit' link in the section which you need to update. Here you can specify a new email address, change name and billing or shipping address. You can also turn off or turn on newsletter delivery, and can alter password combination.


4. Can I track my order status?

Yes, after we send your item you will receive an email with a tracking code, however in 99% of cases items are delivered next day after a cleared payment.



General Questions:



1. Your prices are great but what about quality?

Quality is at the very heart of what we do. We only sell real, solid Sterling silver with natural genuine Baltic amber stones, then we hand finish to ensure perfection. It's simple, if we didn't supply the best possible jewellery at the lowest possible prices our returns would increase. This would be both costly and damaging to our reputation.


Some of our pictures are better than others but the goods that we supply are at least equal to any that you'll see in any jewellery store, just at lower prices because we don't have the overheads of a High Street location.


2. How do you keep your prices so low?

Jewellery stores have very high overheads. Prime location, rent and rates, luxury fixtures and fittings, many staff and high electricity costs. Quite simply, we don't have all of those costs and we pass the savings on to you. We know you can't touch and feel on the internet so we offer a no quibble returns policy.


3. Do you do gift wrapping?

No we don't, but everything is delivered in a black, cardboard box. We don't gift wrap because we believe that you'll want to inspect your purchase before giving it to someone special.


4. What is Sterling Silver (925) ?

Sterling silver is a worldwide recognised form of precious metal. The fineness of the precious metal content of jewellery and silverware is expressed in parts per thousand. Most Sterling Silver items are hallmarked 925 to indicate it contains 92.5% silver. It is inadvisable to create jewellery from pure silver as it would be too soft for jewellery and is therefore alloyed (mixed) with copper to make it durable. 999 pure silver can however be used as beads in jewellery.