Welcome to our frequently asked questions page. Here we will aim to answer the most common FAQ's in order to help deal with your query asap. Firstly, please note that we currently we only ship within the UK and we are not able to process orders overseas at present. Please also be aware that for Credit and Debit Card Orders, we can only accept orders PLACED in the UK with UK Billing and shipping addresses.
So here's our most frequently asked questions about your order...
Can I change my order?
Once your order has been confirmed, it is only possible to make a change to your order prior to it being dispatched. You must notify us immediately if you wish to make any changes to your order, as once it has been processed we will be unable to do so.
Can I cancel my order?
Once you have placed your order and it has been confirmed you may only cancel your order prior to it being dispatched.
Can I have my order gift wrapped?
Yes you can. Each item you order from Uneak Boutique is sent to you in our complimentary, standard organza pouch, but you can select additional packaging, have an item gift wrapped or add a card by visiting our Gift Wrap department.
How long will my order take to arrive?
We aim to deliver our Free Standard Delivery orders within 4-6 working days, but there may be a slightly longer delivery period during busy periods such as Christmas and Sale times. Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders, only an estimated delivery time. We offer a Next Working Day service (Order Mon-thurs before 2pm) at a cost of £7.49 and an Express Delivery Service which takes 2 to 3 Working Days at a cost of £3.95. Next day and Express orders are shipped using Royal Mails Special delivery and signed for services and require a signature. Next Day orders arrive the following working day before 1pm (on orders placed before 1pm). We cannot guarantee Next Day Delivery on Saturdays and delivery will depend on the Royal Mail delivering in your area on a Saturday.
At busier times of the year, such as Christmas, we may remove our free postal service and only offer our Express and Next Day delivery services, to ensure faster delivery during peak shopping times. Please note that all parcels require a signature upon delivery. You can track your Standard Delivery or Priority Delivery order directly from the Royal Mails website using the consignment number contained in your order dispatch email. If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from your local sorting office. You must arrange to collect your order within 7 days or the item will be returned to sender. We may charge you an additional postage cost to resend the item.
What happens if I'm not home when you deliver my parcel?
The courier/royal mail will leave you a card informing you that delivery has been attempted and on this card will be instructions on how to obtain the parcel. You can arrange re-delivery online or collect the item from your local Royal Mail depot. Your postman may leave Royal Mail Signed for items with a neighbour, but Royal Mail Special Delivery, which is used for Next Day Delivery service, can only be signed for by the recipient at the address detailed on the parcel. These parcels cannot be left with a neighbour due to insurance reasons.
Questions about returns
How do I return an item?
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 working days of receipt. We will issue a refund on your item or if you prefer, will exchange the item for you. Please see our Returns Policy for more details.
The item I received is faulty, what should I do?
If you have received an item which appears to be faulty, then please contact us with details of the fault, quoting your order number, name, address and a contact telephone number. We will aim to deal with your request and resolve any issues as soon as possible. We offer a 3 to 6 month returns policy for faults on sterling silver items, and a 1 month returns policy on our fashion jewellery lines, however each case is dealt with on an individual as we will take many factors consideration including how the jewellery has been handled, stored and cleaned.
I have received a wrong item in my order?
If you received an item which is not what you originally ordered, then please contact us as soon as possible and we will rectify the situation immediately.
How long will it take to receive a refund?
All refunds are credited to the same card with which you made your original purchase. Once your refund has been processed, please allow 3 to 7 working days for it to return to your account. This time frame is dictated by your card issuer and is outside of our control, but we will process your refund immediately upon receipt of your return.
When will I receive a replacement item?
As soon as we receive you returned item, we will process your exchange order. It usually takes between 3 and 7 days for you to receive your exchanged or replacement item and a maximum of 14 days, but we will keep you updated at all times.
Part of my order is missing?
If you have received you order and an item is missing, please contact us quoting your order number and the missing item and any information relating to the parcel your delivery came in and we will investigate the matter further.
Do I have to pay for the return postage?
Yes you do. If you wish to return an item we recommend you use a form or recorded or tracked mail to return your item/s to us, as all items remain the property of the customer until we have safely received the returned item/s. Please view our returns policy for more details.
Why is there a difference in my refunded delivery charge?
If you have paid delivery charges and then wish to return an item, the postage costs are refundable at the standard refund rate. If you return an item which was sent via Express or Next Day Delivery, and wish to return your item, then by law you are only eligible for a postage refund at the standard rate.
You have refunded me the wrong amount?
It is very rare for refunds to be incorrect. However, if you feel that you have been refunded the wrong amount, please contact us with your order amount and we will be happy to assist you.
Questions about Our Products
I need more information about a product.
If you require more information on a product please send us an email with any questions you may have at - email@example.com Please provide the name and code of the product and a link if possible and we will get back to you as quickly as possible.
I cannot find an item online/Out of stock items.
When items are no longer available for sale, they may be removed from the website and discontinued. If you are unable to find a particular item, then please email us and we will give you an update on the status of this product. If an item is out of stock we will be able to give you an estimated delivery time and notify you by email once the item is back in stock.
Can I contact you by phone?
Yes. Our office mobile number is 0789 602 7841. Our line is open from 9.30am until 5.30pm Monday to Friday. We are closed Saturdays and Sundays. If you are unable to get an answer from us then please either send a text or send an email to us with any queries you may have at firstname.lastname@example.org and we will respond to you asap, your calls are important to us. Please do not leave a message on our office mobile answer machine, as it may be missed, please instead send a text or email and we'll get back to you with a matter of urgency.
Do you have a shop?
We do not have a physical shop. In order to keep our prices as competitive as possible and in order to offer the most comprehensive jewellery range to all our customers, our store is an internet based business and we do not have a viewing gallery for customers. Items cannot be collected locally.