How do I order my goods?
You can place your order either online (by using the shopping basket facility) or by phoning us on 0191 4382319 to place your order direct. You can then pay by card or cheque. The site is designed for easiest access. The menu options take you to the specific sections for necklaces/bracelets and pendants, tiaras, and earrings. There is then a summary screen showing the items available within that category. If you click on the name, image, or “More Information” text you will be taken to a screen specific to that item. From here you can select the options relevant to that design — crystal colours or finish for example. The “Add to Basket” button will add the item to your shopping basket, which will also show your total. This basket may be viewed at any time by pressing the “view basket” option at the top right of the screen.
From the basket or from the “checkout” option (also top right) you can then checkout. You will be asked for your name, address and email, then be taken to a secure payment area. Once completed you will receive a confirmation email.
You can contact us at anytime with questions.
I'm not sure which colour crystal to order
When you order, select the colour crystal you think sounds the nearest to what you're looking for. When you place your order, we will automatically post you a sample of the colour ordered (not for clear or jet crystals), and also one shade lighter and darker before we make up your items. You can then compare with the dress, and simply let us know by email which colour is the perfect one for you. If you prefer, select the “Including fabric to colour match?” option in the contact form and print and send it to the address given - this means you are posting us a little piece of the material (we only need a tiny amount), and we will select the nearest match colour for you.
Can I order crystal samples?
Yes. On the contact form you can specify which crystal colour you are interested in. We will send you a sample of that one, plus the a darker and lighter shade, for you to see. You can also send us a fabric sample and we will colour-match the crystal for you.
We use top-quality clear crystals, most designs feature Swarovski crystals in clear or colours. Depending on the design, we will use either ice clear crystal (clear with a soft subtle sparkle) or clear crystal AB (clear with an irridescent coating to give extra sparkle). Some designs feature a mix of both types of clear where we feel this gives a nicer effect. Please refer to individual product descriptions and images.
What are gold-filled earwires?
Gold filled is a heavy plating of real gold over a base metal. It gives the look and feel of 9ct gold at a fraction of the price. Hard wearing, it is a great alternative to the currently very expensive 9ct gold.
How are the items packaged?
The items are placed in carefully designed boxes to ensure they arrive in perfect condition. They are also decorated so they can be used for gift boxes. Right is a a sample necklace presentation box.
What are the postage charges?
|Location||Orders below £25||Orders £25 and over|
|Rest of World||£9.50||£12.50|
How long will my order take to arrive? Do you offer an express service?
Our normal delivery time for standard orders is 5-7 working days. This may be slightly longer at really busy times, but we will email you and let you know if it will be longer than 2 weeks. All items are made to order especially for you.
Please note: Express delivery is unavailable 16th-22nd February. Orders placed during this time will be despatched in order of wedding date/urgency from 23rd February onwards.
If you need your order in a hurry, we also offer an Express Delivery Service (2-3 working days delivery). This is available for UK orders only, please click on the Express Delivery button on our main menu on the left for full details.
I need my order in a hurry. Do you offer an express service?
Yes, please see above
Will you post overseas?
Yes, email us direct with the items you require and your address details, and we'll let you know how much the postage will cost before you confirm your order.
How do I choose my necklace length?
This illustration may be useful as a guide in choosing the best necklace length. If in doubt do contact us - we will be pleased to offer advice. Should you order a necklace and then find you need a different length, we can exchange it for you provided you let us know within 2 weeks of receipt.
How do I pay for my goods?
We have a secure system, which means that we don't hold (or even see) your card details. You can either pay online by credit or debit card, or, if you prefer, at the check out stage you can elect to post a cheque payable to Natural Gems.
What is the returns policy?
We have a very simple policy - you may return any standard item for an immediate refund. This means you can order from us in total confidence - we know you'll want to try our tiaras/necklaces with your dress/veil! There are of course a few conditions: You are responsible for the return cost by Special Delivery, and items must be returned within 7 days with adequate packaging. We will refund the cost of returned items, our postage charges are non-refundable.(if you need slightly longer, to accommodate a dress fitting appointment for example, then you can arrange this with us at time of ordering.)
In line with Office of Fair Trading regulations, our standard returns policy does not apply to earrings or bespoke/customised items. If you ask us to make changes to our standard designs, or design something just for you, these items are then non-refundable. Natural gems returns policy is offered in addition to your normal statutory rights.
You can cancel your order within 7 days of ordering by emailing or phoning us. If your goods have not yet been posted, you will receive a full refund. If the item(s) have been despatched, you will receive a refund minus postage cost and you will need to pay for return postage.
Can you alter items for me?
We may be able to make any alterations you think necessary once you've received your order, if you need any design changes such as a different necklace/bracelet size, colour, tiara height, just let us know - it is very simple to arrange.
Do you do a bespoke service?
We provide a Free Design Service. Most of the items shown here are crafted with care to our own designs here in our workroom. We are often able to adapt designs to customers' own individual requirements, or produce a totally new design if needed. All tiaras can also be re-designed to suit your needs: you may want more pearl, less crystal, a splash of red - just ask! If you don't see exactly what you are looking foron our web site, please contact us with your ideas and we will try our best to help.
I have a skin allergy. Are your necklaces/bracelets/earrings suitable?
All necklaces/bracelets are offered as standard with either Sterling Silver or a low nickel gold finish clasp which are fine for most people. If you would prefer a 9ct gold clasp, email or phone first for a price — as a guide, a 3—strand necklace design with 9ct gold clasp adds £10 to the standard price. All designs on a chain are either Sterling Silver or 9ct gold as standard. Earrings are available in a choice of metals, please see individual item descriptions.
Are your products suitable for children?
We do not recommend ever giving jewellery or hair accessories to very young children, as they are made from small parts and could be a choking hazard. Natural Gems cannot be held responsible for items given to young children. Our child size bracelets are designed to be worn by those age approx 6-10 years only under adult supervision.