1.  HOW DO I CONTACT CUSTOMER CARE?

If you have a question that is not answered on our site you can email us and we will respond as quickly as possible: Customercare@janeojewels.com

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2.  I’VE FORGOTTEN MY PASSWORD

Go to the sign in page, type in your email and click on forgotten password.

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3.  WHAT IS YOUR POLICY ON RETURNS, EXCHANGES AND REFUNDS?

All returns and exchanges must be made within the 14 days no quibble guarantee we offer.( Goods must reach us within 14 days from date you receive it) Goods must be in mint condition and in same packing as supplied and UNWORN. Earrings are not exchangeable. You are responsible of shipping cost for any returns, which must be sent via recorded service, we suggest ROYAL MIAIL recorded service for uk residents, for security and most economical way. Please note that we do not accept liability for returned goods if you do not return them to us via a signed for service. Returns received outside the above time frames are accepted at the discretion of JANEO JEWELS. We can only exchange an item for the same item in a different size, subject to availability. We are unable to process any exchanges for a completely different item. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. We strongly advise all customers to check articles thoroughly upon delivery before removing any attached tags and before disposing of any original packaging. Any returns must be with original packing and tags. Goods should be packed in such a way to avoid any damage in transit In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Union (EU).

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4.  HOW DO I PROCEED IF I WISH TO RETURN OR EXCHANGE?

In order to facilitate the return of your items you must fill in the RETURNS FORM, which is the reverse side of the packing note sent along with the goods. DON’T FORGET TO ENCLOSE THIS ALONG WITH GOODS YOU ARE RETURNING. Please do your returns within the time limit permitted. Read above notes on condition of goods and packing.

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5.  HOW TO PROCEED IF YOU WISH TO RETURN FAULTY GOODS?

Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 30 days. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty. Exchanges are possible if the item is available. We will offer you an alternative if it is no longer in stock, but first will show you a picture.

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6.  HOW DO I RECEIVE A REFUND?

Refunds to you will be made within 30 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes for all EU country shipments excluding shipping charges. As previously stated, international customs duties and sales taxes are non- refundable for shipments outside the EU. Goods bought during a promotion period will only be refunded at the same rate as purchased. Gems points earned will also be deducted for refunds from your account.

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7.   HOW DO I FIND A SPECIFIC ITEM?

We have designed the JANEOJEWELS website with a unique way of looking at things: You can access the site via one of our 4 colour themes, if you have a particular colour in mind. This is away by which you will see the full range of products, all coordinated under a particular umbrella of colours. For example: Golden Daffodils in Terracotta pots: is our theme of all items having a shade under the umbrella of gold’s and browns, every possible shade of those colours, including metallic. Alternatively, you can browse the traditional way going via PRODUCTS, on the top menu of the site. YOU can as a third option click the various categories under the themes, for e.g: earrings; Swarovsky items etc. Two shopping modes in mind - browsing and instant gratification ,click and buy from photographs of items you like. Alternatively, if you know what you are looking for, use the SEARCH feature found on the tool bar.

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8.  HOW DO I FIND AN ITEM QUICKLY I HAD SEEN BEFORE?

If you remember the design and the colours, its quite simple: simply browse the colour theme, and scroll thru all the items under that theme, that’s the quickest way, as its all one single long scroll, no pages to flick thru.

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9.  WHAT DO I DO IF I CANNOT FIND AN ITEM I HAD SEEN BEFORE?

Its more then likely in this case we have sold out and our programme simply automatically removes this item from the site when the last piece is sold. If its a popular item, we will bring it back in stock, and it will re-appear, but there are no times scale on this. It is however likely, we have the same e=item in another colour combo, and its worth browsing the other colour themes for the item you like.

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10.  HOW DO I KNOW IT WILL FIT?

We recommend you, read the Editor's Note accompanying the individual product information where we will highlight any useful information relating to the product that will help you to make a more accurate decision on what size to buy. Where possible we always give dimensions in our descriptions or editors notes, please check carefully if this is suitable for you. Should you be unhappy with the fit for a particular purchase you can return the item, or exchange it for a different size if available. Please follow the instructions listed under returns.

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11.  HOW DO I KNOW WHAT IS IN STOCK?

All items shown are in stock ; as long as you can view an item , its there for purchase; and automatically disappears of the screen when its out of stock. Please be aware that even if the product is in your shopping bag it isn't reserved and can be bought by another customer while you are browsing. Not all items reappear as stock after they are sold out once, but its worth a try at a later stage to browse and see.

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12.   HOW DO I MAKE A PURCHASE?

Making a purchase is easy. Just follow these simple steps:Shop by browsing through our colour themes or searching our products list. Click on the image to access the individual item's product page where you will be given information on sizing and colour options. Add merchandise to your shopping bag by clicking on the 'Add to basket' button near the desired item. Review the items you have chosen in your shopping bag. To delete an item from your shopping bag, click on the 'Remove' button. To change the Quantity of items type in the quantity box the desired number of items you wish to purchase; then press 'update’. You finish your purchase or continue shopping for more items now. Please be aware that when the item is in your shopping bag another customer can still purchase it. Proceed to ‘shipping details’ to finalize your purchases and follow the instructions; purchase is not yours until you have finalised payment details. OR continue to shop and press ‘continue shopping here

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13.  WHAT PAYMENT METHODS DOES JANEOJEWELS ACCEPT?

We accept Visa, Master Card, American Express, and Switch debit cards.: VISA ELECTRON , VISA DEBIT, SOLO, MAESTRO

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14.  IS IT SAFE TO USE MY CREDIT CARD ONLINE AT JANEOJEWELS?

Our site is as secure as we can make it. All credit card transactions on this site are processed using ‘’Secure e-Payments card processing’’ by HSBC, a secure online payment gateway which encrypts your card details in a secure host environment. At JANEOJEWELS we don't hold your credit card details on the website. To help ensure that your shopping experience is safe, simple and secure JANEOJEWELS uses Secure Socket Layer (SSL) technology provided by THAWTE; this encrypts and protects the data you send to us over the Internet. SSL IS AUTOMATIC: If SSL is enabled then you will see a padlock at the bottom of your browser WHEN YOU ARE ENTERING YOUR CARD DETAILS; and you can click on this to find out information about the SSL digital certificate registration. Only use this method of payment; never send us order via email with your credit card details.

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15.  HOW WILL I KNOW YOU RECEIVED MY ORDER?

After you place your order, you will receive an email confirming that your order has been received: OUR ACKNOWLEDEMENT. This does not mean we have accepted your order. Once your credit has been approved, the receiving address has been verified, and the item has been located, your order will be accepted and the item shipped. You will receive another e-mail notifying you of this and the order being dispatched: DISPTACH NOTIFICATION

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16.  HOW SOON CAN I GET MY ORDER?

We endeavour to dispatch all orders within 24 hours, however, please allow up to 7 days for delivery as external factors may cause delays, USUALLY ITS WITHIN 5 DAYS. (Count only business days) Your order will be shipped once: i) Payment has been approved. ii) The delivery/billing address has been verified. UK VAT (17.5%) will automatically be deducted from merchandise shipped to non-EU countries. This will be clearly indicated during the order process.

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17.  HOW MUCH WILL I BE CHARGED FOR SHIPPING?

A flat rate of £2.50 is made for normal deliveries and £5.50 for special delivery next day) INTERNATIONAL: EUROPE: USA: WORLD: You choose which option you want at payment stage. Our goods are forwarded using ROYAL MAIL, ‘recorded service’ for ordinary and ‘special delivery’ for next day. BOTH require a signature on arrival.

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18.  CAN I TRACK MY ORDER?

You can log into your account to check status of your order, received or dispatched. Once dispatched from our office, you can check status in transit of your order after you have received a DISPATCH NOTIFICATION email from us with a royal mail reference number. (Unique 13 digits) For standard delivery: it will begin with DP; and end with GB Eg: DP000000000GB (13 digits in total) ( *traceable only after 4 days, see below) For special delivery: it will begin with ZU; and end with GB. (*traceable next day) Eg: ZU000000000GB (13 digits in total) In accordance with royal mail protocol: our standard ‘recorded delivery’ is only traceable only after 4 days; the website will only inform you if parcel is delivered or an attempt was made for delivery; while special delivery status is available next day on the RM site after dispatch. Note: as both method of shipping require a signature on arrival, the parcel will be left for collection at your local post office if no one is there to receive the parcel. ROYAL MAIL DOES NOT LEAVE PARCELS AT DOOR STEP. This is why we advise you give the shipping address where some one is there to receive the parcel. NOTE royal mail does not offer a LIVE tracking system, and therefore a recorded parcel( standard service) will ONLY appear on the website after 4 working days TO TRACK A PARCEL log into www.royalmail.com Enter the 13 digits unique number where it says: track and trace Simply type in your unique ROYAL MAIL tracking number, which we e-mailed YOU and you, will be able track, your shipment. JANEOJEWELS will store a record of your transactions in your account with GEMS bonus points earned. Please note that for your security only a record of your transaction is kept on our website, your credit card details are not held on the website.

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19.  IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all the information you share with us totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For details please read the JANEOJEWELS privacy statement. In order to register as a user at JANEOJEWELS, we will need to know your name, mailing address and email address. We ask for your date of birth so we can send you a bonus on your special day or a greeting. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. We will use your billing and credit card information to process your order and inform you of its delivery. Please note that JANEOJEWELS does not keep your credit card details on the JANEOJEWELS website, and these details are therefore protected from any breach of security at the JANEOJEWELS website. We may also use information we collect to inform you of new goods and services via emails. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user's qualifications and to bill the user for products.

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20.  HOW CAN I EXPECT TO RECEIVE THE GOODS?

YOU will receive your purchase in an attractive box, well protected. We hope very soon to offer a specialised box identifying our particular style, but as we not have the specialised boxes ready for the launch date of the site, temporarily we will dispatch goods in boxes, which are attractive and protected for shipping.

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21.  IS MY PACKAGE INSURED?

In case of lost parcels: for recorded delivery: we can only claim for lost after 20 days and classify it as lost! IN this event, and you want the article immediately rather then wait fort the 20 days grace period specified by ROYAL MAIL until which it can not be categorized as lost; we can send you a replacement as matter of good will gesture as long as you agree in writing to return the original parcel if it turns up, carriage paid by us. IF you do not want a refund, this can only we offered after 20 days of parcel going missing. Once the merchandise has been delivered to the specified delivery address the merchandise is no longer covered by insurance. FOR special delivery; the parcel is insured in the cost you pay for shipping.

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22.  HOW ARE DUTIES AND TAXES CALCULATED?

Prices on the website are shown as UK VAT inclusive. During the check out procedure, the customer will identify which country is the destination for the merchandise, this information is used to then calculate the Customs duties and Sales taxes of the country specified by the customer. The Customs Duties and Sales taxes are calculated and shown to the customer as part of the final invoice before the customer authorizes payment.

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23.  WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?

The total invoice paid during the purchase process includes all taxes and duties for the merchandise to be delivered to the address in the country specified by the customer.

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24.  ARE SWAROVSKY ITEMS GENUINE?

WE are selling jewellery with genuine Austrian Swarovsky crystals only, the quality is OCCTANT crystals, and they are TRUE Swarovsky, manufactured in Austria. All our jewellery is made by a third party manufacturer, using the genuine Swarovsky crystals We do not sell Swarovsky branded jewellery, made by the Swarovsky factory which is quite different, and a totally different category. All our Swarovsky jewellery is nickel free plating.

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25.  WHAT IS RHODIUM PLATING?

Most of our Swarovsky jewellery is rhodium plated. Rhodium is a member of the platinum metals group. This refers to the meal used in plating the jewellery. Rhodium is a higher quality of metal that has better longevity and finish. Often referred to as white gold because of its good properties and colour, which is less shiny and more white in colour, yet still metallic.. Its remains as its original colour longer, more resistant to scratches and corrosive properties There are various grades of rhodium, meaning that the coating thickness of the rhodium plating, measured in microns and we use the light quality referred to as imitation rhodium, which means it’s an alloy. In short it’s a better quality of metal plating and finish, and used to electroplate over cooper, nickel etc.

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26.  HOW DO YOU COLLECT/GAIN LOYALTY BONUS POINTS?

You get our GEMS loyalty bonus points automatically, you don’t do anything. Each purchase earns you points; how much you earned is visible at check out stage, and always also in your account. Points are also shown in monetary values also. One pound/ Dollar/ Euro= 1 point.

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27.  DO MY LOYALTY BONUS POINTS REMAIN FOREVER?

Yes; they are there in your account until you want to use them. All we ask is that you use minimum of 100points. They don’t expire, they are a genuine reward.

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28.  HOW DO I USE MY POINTS?

You exchange them to purchase goods on our site only and follow the simple instruction when you press the redeem button at purchase stage. You can use points to the full value of the product or as part payment.

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29.  WHAT IS DIVA?

This is our on line magazine, full of features and updated monthly. Its just like any other magazine, but designed by us, in which we encourage you to contribute in its contents. You can become a diva model by sending us acceptable quality picture wearing out products. You can suggest new things, you can contribute to nay of the categories on the magazine, .. like a short story under our ‘creatif mind’ section,; a recipe, under our ‘creatif chef’ section; in fact its your magazine and we are open to any suggestions what so ever from you. You will see features of our products on our own models also, but we hope you to contribute here, new items of the month and what’s in vogue. Write with comments and suggestions top DIVA@JANEOJEWELS.COM DIVA , will be on line form march 2006.

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30.  TELL ME ABOUT YOUR CHARITIES AND HOW DO I KNOW THE MONEY IS GOING TO THEM?

We genuinely want to help, and we will give 2 % of each sale to our 2 selected charities. One in UK and one in India. Nirvana; is the India charity, where we contribute to a school project teaching in English medium to poor children in south India who normally would not get the opportunity. From kindergarten – up to 14 year olds. Approximately 350 children are taught at the school, and other charitable projects are also carried out under the umbrella of the school such as cataract operations and offering prescription glasses to those who can not afford in the locality of the school. Healthybristol.org.uk; is a scheme for alternative medicine and therapy for patients who have either exhausted conventional medicine or for those who feel this approach would be better, but can not afford the treatment, consultation with the correct medical practitioner’s and the medicines. IT has been chosen particularly as because it offers a genuine alternative medicine for cancer . Its been selected because its something that is over looked and underestimated. The main aim is to make people aware of an alternative. Then to encourage people to use it, after consultation with the correct doctors and advisers in this field ( the charity has put together a comprehensive register of advisers and centres in the UK where one can go) and where ever necessary, to help with funding the consultation and the alternative therapy/ medicine for treatment, to those who can not afford. Its not limited to Bristol, but to any one in UK.( the name is slightly deceiving as the founder members of the charity started it in Bristol.) Both our charities have direct links to their official websites and you can find out more of their work form their respective sites. www.healthybristol.org.uk (01225-745737) www.nirvanaschool.org We will give them funds accumulated twice a year and we will continually update each month work of the charities in our DIVA magazine, including how much funds we are raising month by month. You can also directly confirm with the charity what funds are going their way form us.

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31.  WHAT IS THE CHARITY GREETING CARD FOR?

It’s a greeting card for one! It's made of hand made paper in India, and the envelope is extremely attractive, with imbedded real leaves in the paper. 50% of the value of the card (your purchase it for £1.00) goes direct to a charitable cause, separate from the two nominated charities, and we ask our buyers to suggest which charity they want to nominate. So with each purchase, we really encourage you to buy a card for £1.00 of which £0.50 will go directly to a selected charity; the charity will change for each contribution with your feedback. This will be advertised again in the DIVA magazine including to whom and how much donated.

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