Frequently Asked Questions

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Frequently Asked Questions

Frequently Asked Questions

How do I pay for items / what payment methods do you accept?
We accept most Credit and Debit Cards (except American Express) as well as PayPal and Google Checkout.

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How long does delivery take?
UK delivery is typically within 1-3 working days of the date you place your order. In practice, we find that many orders arrive the next working day.

Delivery to Europe is typically within 5 working days, whilst deliveries to the rest of the world usually take 10 - 14 working days.

For more information, check out our Delivery & Returns page.

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Why is UK delivery only free on orders over £25?
We've always thought that life should be simple and, provided your order value is over £25, the price you see is the price you pay. Unfortunately, the Post Office do not like life to be simple and have in recent years increased their postage costs dramatically on light, bulky items such as boxed jewellery.

So, we've reluctantly had to levy a small postage cost of £2.50 on orders under £25. We're sorry to have to do this, but even the lightest item costs us almost £2 to send, so you can see that on little orders it's difficult to cover this cost.

Outside of the UK, postage costs are much higher so we have to charge postage to cover the extra cost.

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What's this newsletter thing all about?
The earthspirit newsletter is a regular email where we update you on the latest news, new products and anything else we think is interesting. Best of all, there are special offers in the newsletters which aren't available to anyone else. It really does make sense to sign up.

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Do you have product X in size Y?
Usually not.

What we have on site is pretty much what we have in stock, but it's always worth an email or phone call to check. Perhaps we're waiting for a delivery or something, you never know! But bear in mind that a lot of our jewellery is imported from overseas, so sometimes there's a bit of a wait to get more stock.

Check out the Contact page for all the ways you can get in touch.

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How secure is the earthspirit site? Are my payment details safe?
All your personal details (name, address, etc.) are transferred to us using 128bit SSL encryption and can only be accessed by us here at earthspirit so we can process your orders.

Your credit or debit card details are safer still, since we don't store them at all. They're securely transmitted to our payment processor and then destroyed (or saved in some iron clad vault somewhere... either way, they're safe, trust me!). PayPal and Google Checkout transactions are carried out on their super secure servers and your payment details are never revealed - just the information we need to fill your order.

We know that your online security and privacy is important to you, that's why everything we do starts with security at the top of the list. We're not paranoid, we just think it's important you can relax and enjoy shopping with earthspirit time and time again.

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Why is your site so slow?
We try hard to keep everything running smoothly but even so, people may sometimes experience delays when using the site.

If pages are slow to load, please first check that other UK sites are accessible at high speeds, to check that the delay is at our end and not yours. If it is just us, then please report it via email to webmaster@earthspirit.org.uk with the time and date that you couldn't get on. We can check things out and see if it's a problem we can do something about.

Usually, if there is a problem, it clears within a few minutes, so have a cup of tea or something then try again in five or ten minutes time. It might be that our web site itself may be down, but this is very unusual, and we always try to minimise downtime, so that the site is available whenever you need it.

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Do you do wholesale? Bulk discounts?
The short answer is No.

earthspirit is set up as a retail store offering a great range and unbeatable service to individual customers.

As most of our jewellery is unique, we don't carry large stocks so wholesale requests are usually difficult to fulfil. It's also tough to offer significant discounts on our competitive prices, so often wholesale prices aren't as low as people would like.

Nonetheless, if you have a small retail outlet that likes the earthspirit range, we may be able to offer you a selection of goods at a reasonable rate. Contact Us here and we'll see what we can do.

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Why didn't I receive an order confirmation email?
The most common reason for not receiving a confirmation email is that it has ended up in your spam or bulk folders. Check these first - if you still haven't received anything, get in touch and we'll see what's gone wrong.
If it's important to you to have a full invoice, please let us know and we will either include one with your order or forward one separately.

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I'm not sure if my order went through or not... how can I tell?
First off, if we've received your order you should receive an automated order confirmation via email. However, there are some rare circumstances (see above) where this might not be the case.

If you created an account with earthspirit, you can login to your account and check your order history. If your order is marked as "Processing" or "Completed", then we've received it and are working tirelessly to package it up and get it to you ASAP. If the order status is "Awaiting Card Transaction" or anything nasty like that, give us a call on 0845 094 0145 and we'll sort it out straight away.

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How do I redeem a coupon against my order?
On the Shopping Cart page there's a box called 'Discount Codes' - just enter your coupon code in the box and click 'Apply Coupon'.

The page will reload and a message will let you know whether or not your coupon has been used successfully.

If you have any problems with coupons, just give us a call on 0845 094 0145 and we'll fix everything quicker than you can say "Where's my 10% off?".

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Will this ring fit me? / How do I know what ring size I am?
If you have a ring which already fits you well, you can try our ring sizer to find out what it is. Use a ring with a similar sized band if possible, as you might need a larger size if the band is thicker.

You may need to download Adobe Reader to view the ring sizer. It's free and pretty useful, so if you don't have it, it's worth downloading anyway.

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Testimonials

"Just a little note to say thank you. Goods arrived this morning, and they are wonderful. Look forward to shopping with you again. Might even treat myself."

- Lyn, Renfrewshire