Frequently Asked Questions
Contacting Chidwickonline.com
Urgent Orders
Advice on purchases
Gift Help
Gift Vouchers
Payment Options
International Currency
VAT
Packaging and Gift Wrap
Delivery Options
Order Tracking
Collection of jewellery
Viewing the jewellery
Returns or exchange
Guarantee
Details about the products
Birthstones
Anniversary Stones
Jewellery Care
Repairs
CONTACTING CHIDWICKONLINE.COM
Our knowledgeable customer service team will deal with your queries or orders by phone or email. Please call on 01582 713 717 (UK) or +44 (0) 1582 713 717 (overseas). Customer service is available Monday to Friday 9.30am to 5pm. You may also contact us by email info@chidwickonline.com
URGENT ORDERS
Please call us on 01582 713 717 (UK) or +44 (0) 1582 713 717 (overseas) or 07968 096 105 (UK) or +44 (0) 7968 096 105 so that we can discuss your order
ADVICE ON PURCHASES
We love to offer personal help and understand making a choice can be difficult. If you need advice, or if it is urgent please call on 01582 713 717 or 07968 096 105.
GIFT HELP
We can help select your presents for you. Christmas is a perfect occasion when extra help is always useful. Please refer to our full GIFT GUIDE area.
GIFT VOUCHERS
Gift vouchers are sold in £25, £50 and £100. You can buy any multiple of these. Please refer to our GIFT VOUCHER area for purchase of these.
PAYMENT OPTIONS
We accept Paypal payments and online payment in a secure environment by credit card and currently accept the following: Visa, MasterCard and Switch. You are also able to pay over the phone.
We only charge your card when your items are ready to be dispatched
INTERNATIONAL CURRENCY
You can select a currency on the Bottom LHS of your screen. Your price will then be show in £s, $US, $AUD or Euros depending on which flag you select. Current exchange rates are used. The actual transaction on your card will leave your account in £s. We accept: Visa, Delta, Visa Electron, MasterCard, Switch and Solo.
VAT
All prices include VAT at the applicable current rates, but exclude delivery charges unless expressly stated otherwise
PACKAGING and GIFT WRAP
Every order comes within a premium jewellery box.
If you’d like the purchase to be sent as a gift, do tell us as we can provide additional wrapping and a gift card. A special gift wrapping service is available and you may select this option when paying for your order at checkout for an additional £4.00.
DELIVERY OPTIONS
Please refer to our full DELIVERY DETAILS (click here)
We ship worldwide.
All orders are processed within 2-3 business days of receipt. In stock items will generally reach you in the UK within 3-5 days, Internationally within 7-10 days.
For urgent orders please Contact us by phone
ORDER TRACKING
To check on the status of an order or verify dispatch, please call 01582 713 717 or 07968 096 105. Customer Services is available between 9.30am to 5pm Monday to Friday.
COLLECTION OF JEWELLERY
If you would like to collect your jewellery, please call us to arrange a time. We are based in Harpenden (Hertfordshire).
VIEWING THE JEWELLERY
We love to see our prospective clientele. Please make an appointment to view our collection. We also stage Private Jewellery events and exhibit at Events. Please sign up to our mailing list to be notified of these occasions.
RETURNS OR EXCHANGE
If you are not happy with your purchases please return them to us within 28 days. We will be happy to exchange or refund, providing the goods are returned in perfect condition and in their original packaging. Please refer to our RETURNS POLICY (click here)
GUARANTEE
We hope you love your new jewellery but if for any reason we fail to meet your expectations, you can return your order at any time. Please refer to our RETURNS POLICY (click here). Full-priced goods must be returned within 7 days (UK), 14 days (overseas), for a refund or exchange. ( Earrings are non returnable).
DETAILS ABOUT THE PRODUCTS
a. What are the stones?
All Chidwick jewellery is made with Semi-precious stones, Fresh Water Pearls and Swarovski Crystals. The descriptions denote what is incorporated into the design.
b. What is Swarovski Crystal?
This is one of the finest crystals produced in the world today and is noted for its purity, brilliance and reflective qualities. It is a synthetic crystal produced in Austria using a formula perfected by Daniel Swarovski and his sons at the end of the 19th century. What sets Swarovski crystals apart from other imitations is the superior quality of the cutting and polishing used in the finished product.
c. Are the Semi Precious Stones all exactly the same?
Due to the nature of semi precious stones used in producing our products, stones may vary slightly in shades of a particular colour and shape
d. Are the products pictured the actual product I will receive?
Due to the nature of handmade products, slight differences in shape/form are possible. Where an item is stipulated as a ‘one off’, then yes the picture indicated is the actual product
e. Is this the true colour of the piece?
We have made every effort to accurately display the colors of our merchandise on our Web site. However, the color(s) you see will vary depending on the settings and capabilities of your monitor, computer and Web browser. Therefore, Chidwickonline.com cannot guarantee that your monitor’s display of the merchandise is accurate.
f. Are the products pictured the actual size?
Because computer monitors vary in size, it is impossible to show an actual size image on the Internet. Descriptions are included with each product to help you imagine the actual fit.
g. What lengths are your bracelets, necklaces and earrings?
Details are indicated on each product of the measurements.
Necklaces are between 16 and 18 inches in length unless otherwise stated.
Bracelets are 7.5 inches in length unless otherwise stated.
Please let us know if a larger or smaller size is required. This can be customised for a small fee. Delivery may take a week longer due to any alterations
h. Are modifications to your designs available (e.g. length of necklace; different clasp; etc.)
Yes, you will be able to make a special request in the form of an email prior to placing your order. We will contact you if there is a small additional charge or additional delivery time associated with your request. We will then notify you so you can place your order online or we will take your order over the phone 01582 713 717 (UK) or +44 (0) 1582 713 717 (Overseas)
i. Are chains or thonging included with pendants?
Yes, whenever the chain length is indicated the chain is included. For individual chains or amendments to lengths please contact us for availability. All pendants shown on Microfibre Suede thronging is also included. Additional lengths can be purchased.
j. What is sterling silver?
Sterling silver must contain a minimum of 925 parts fine silver per 1000. Generally, copper is added to the alloy for durability and workability. Most silver jewellery in the market place (including Tiffany’s) is sterling silver 925.
BIRTHSTONES
One way to make a gift really special is to choose a piece of jewellery featuring their Birthstone.
January Garnet
February Amethyst
March Aquamarine or bloodstone
April Rock Crystal or Diamond
May Emerald
June Moonstone
July Ruby or Carnelion or Onyx
August Peridot
September Sapphire
October Opal or Tourmaline
November Citrine or Yellow Topaz
December Turquoise or Blue Topaz
WEDDING ANNIVERSARIES
A special way to celebrate. Congratulations!
Unfortunately at this stage we do not supply all the below stones, however this is a good information guide for you.
1 Gold
2 Garnet
3 Pearls
4 Blue Topaz
5 Sapphire
6 Amethyst
7 Onyx
8 Tourmaline
9 Lapis Lazuli
10 Diamond
11 Turquoise
12 Jade
13 Citrine
14 Opal
15 Ruby
16 Peridot
17 Watches
18 Cat's-Eye Chrysoberyl
19 Aquamarine
20 Emerald
21 Iolite
22 Spinel
23 Imperial Topaz
24 Tanzanite
25 Silver Jubilee
30 Pearl Jubilee
35 Emerald
40 Ruby
45 Sapphire
50 Golden Jubilee
55 Alexandrite
60 Diamond Jubilee
JEWELLERY CARE
With appropriate care, jewellery should stay in a good condition. All jewellery is delicate and susceptible to damage and scratching.
Below is a list of care instructions that we recommend to keep your jewellery looking at its best.
Always apply cosmetics and sprays before you putting on your item of jewellery as these can damage metals and stones. Perfume, body creams, hairsprays and natural perspiration may also tarnish jewellery, particularly silver, as well as affect pearls and stones.
Avoid applying any form of constant pressure whilst wearing particularly delicate items, for example in situations such as sleeping.
Remove your jewellery or avoid wearing pieces during activities that might result in jewellery being caught or pulled suddenly e.g. cleaning, gardening, vigorous sports or pastimes;
Avoid wearing jewellery whilst bathing or in swimming pools. Exposure to chlorine or additives can affect some metals.
Dress jewellery should only be worn for this purpose. This is because many dress items are too delicate to be worn every day.
Ensure jewellery is stored properly when not in use. Store all jewellery in separate soft cloth pouches or ideally, the Chidwick jewellery box supplied with your purchase
Clean your jewellery periodically.
Cleaning of Stones – Real and Semi Precious
Most diamond and precious stone jewellery (with the exception of opals and emeralds) can be cleaned in warm water, using a mild detergent. Always dry your jewellery after cleaning with a soft cloth. Very porous stones such as pearls, opals and emeralds should be cleaned using an untreated, dry, soft cloth ONLY. We do not recommend the use of any jewellery polishing cloths which have been treated with cleaners or polishing agents. Since many genuine gemstones and especially pearls are quite delicate, hot water, harsh chemicals and cleaners should be avoided at all times.
Please look at sections below for the advice on cleaning and storage of metals.
Gold-filled: Use gentle hand soap with warm water. Rinse and pat dry.
Gold
Gold is tarnish resistant but it can get dirty. Use a Gold cloth for cleaning.
Do not use a silver cloth on gold jewellery.
Amber
Amber can be cleaned with soapy water. Rub some olive oil into the stone afterwards to bring back a shiny surface
Leather and suede: Don't wear this in the shower/bath/ocean or expose to water as it is very delicate and this might cause it to rip.
Pearls
Chidwick uses the cultured freshwater variety of pearls. Pearls should never be allowed in direct contact with perfume or chemicals. Body creams and perspiration may affect pearls and stones. Our stringing is guaranteed for 6 months for normal wear. Never clean pearls with any type of cleaning solution
Snake Clasps: To open – hold flat and push one of the heads down. Make sure it always stays in its figure-8 shape.
Sterling Silver
Sterling silver must contain a minimum of 925 parts fine silver per 1000. Generally, copper is added to the alloy for durability and workability. Most silver jewellery in the market place (including Tiffany’s) is sterling silver 925.
Silver jewellery needs to be cleaned on a regular basis. Sterling Silver will tarnish with time and wear because of the presence of hydrogen sulphide in the atmosphere. Clean with your favorite silver cleanser and a soft cloth.
Items with a polished finish can be re-polished to take out any scratches from everyday wear. Items with a matt or brushed finish can also be returned to their original finish. If you have a piece of jewellery with an oxidised finish, simply wash with warm soapy water.
Sterling silver does tarnish naturally over time but can be cleaned very easily. You may use any commercial polish designed for use on fine sterling silver according to manufacturer's directions. Be sure to clean the silver only and avoid contact with any stones, particularly pearls and soft stones such as opals and emeralds, as the polish may cause damage to these stones
To minimise the risk of tarnishing, particularly silver, place your jewellery in a dark sealed bag or box when not in use.
Silver should be kept absolutely dry. If you wear your sterling silver jewellery frequently, keep it away from excessive exposure to air and store it in a tarnish-proof cloth or a good quality jewellery box that your piece was purchased in. If your climate is humid, place a small packet of desiccant crystals inside your storage area, whether it is a closed box or a flannel roll. Avoid contact with rubber bands or other rubber products. The sulphur in rubber causes tarnishing and corrosion. It helps to place a piece of aluminium foil inside the box; this will react with the hydrogen sulphide in the air before the silver.
Stones
Take extra care with jewellery that contains gemstones. Check their settings regularly to ensure that the stones are secure.
Storage
When an item of jewellery is not being worn, store all jewellery in separate soft cloth pouches or ideally, the Chidwick jewellery box supplied with your purchase. This is to avoid items scratching each other and to prolong their life.
Avoid plastic bags and don’t store silver and gold together!
Tarnishing Should tarnishing occur we recommend washing in weak soapy water, rinsing and drying well, followed by careful polishing with a good jewellery polishing cloth. To minimise the risk of tarnishing, particularly silver, place your jewellery in a dark sealed bag or box when not in use. It helps to place a piece of aluminium foil inside the box; this will react with the hydrogen sulphide in the air before the silver.
Titanium
This is a non-reactive metal and does not need to be cleaned. As with silver and gold the original finish of the piece can be returned to new.
If you are unsure about how to clean any item, then please do not hesitate to contact us, info@chidwickonline.com
14. REPAIRS We repair items made by CHIDWICK. Please contact us.
