FREQUENTLY ASKED QUESTIONS
In this FAQ section there are some of the most common questions from our customers. If you need further information do not hesitate to contact us, and we will try to answer as soon as possible.
- WHICH COUNTRIES DO YOU DELIVER TO?
We deliver to the following countries: Andorra, Argentina, Australia, Austria, Bahrain, Belgium, Canada, Chile, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Ghana, Greece, Guernsey, Hong Kong, Hungary, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Kazakhstan, Kuwait, Latvia, Liechtenstein, Luxembourg, Macau, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Oman, Panama, Peru, Poland, Portugal, Qatar, Russia, Saudi Arabia, Slovakia, Slovenia, South Africa, South Korea, Singapore, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States of America.
- IS MY PERSONAL INFORMATION SAFE?
We will treat all your Personal Information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner’s Office. We use your information only for the following purposes:
• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuses of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To administer this website;
• If you consent, to notify you of products or special offers that may be of interest to you.
You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled do so.
We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payments processor for authorisation by your bank. If you choose to store your card details for future payments, these are held by our payment processor, not us.
- ARE YOUR DIAMONDS CONFLICT-FREE?
The Diamonds we offer have been purchased from legitimate sources not involved in funding conflict and in compliance with United Nations Resolutions and the Kimberly Process. We proudly assert that these diamonds are conflict free based on personal knowledge and/or written guarantees provided by the supplier of these diamonds. Furthermore, we deal with only a select number of suppliers who we have individually vetted so as to guarantee that all diamonds purchased and sold are from legitimate sources and conflict free
- WHAT IS A BACK ORDER?
If any of the Goods ordered by the Buyer are not in stock at the time the order is placed, the Buyer will be offered the option of placing the goods on Back Order for future delivery.
A Back-Order simply allows you to purchase an item that is currently not available on the site
Occasionally we are able to offer certain designs on ‘Back Order’. If the item you are wanting to purchase is available to ‘Back -Order’:
Simply select the desirable product colour and size (if these options are available) and add to your cart as if you were placing a normal order.
- Follow the check-out process as normal and pay for all the item(s) in your cart.
- You will receive a confirmation email containing all the products you have purchased.
- Once the back-ordered item becomes available we will dispatch your full order and you will receive a dispatch email.
PLEASE NOTE: If your order contains a mix of back-order(s) and in stock items, we will dispatch the whole order when the back-ordered items become available.
(Please make two completely separate orders if you do not want to wait for your available items to dispatch with the ‘back-order’ item(s))
*Not all items that are out of stock will be available for back-order.
- HOW LONG DO BACK-ORDERED ITEMS TAKE?
Back-Ordered items typically take 4-6 weeks. Once the item is available, we will automatically ship your order to you. For orders with more than one item, including in stock and out-of-stock items, we will contact you directly before shipping your items. If you wish to have your jewellery shipped in multiple shipments, additional shipping charges will apply.
JUNNAY London reserves the right to cancel Goods on Back Order.
- WHEN IS MY CREDIT CARD CHARGED?
Your card will be charged as soon as you place your order online, including back-ordered items.
- DO YOU TAKE TELEPHONE ORDERS?
We always recommend placing your order directly online to ensure accuracy and the ability to make quick and easy updates. We do not accept telephone orders. If you require further assistance, please do contact our Customer Care Team at sales@junnay.com.
- CAN I PLACE A ‘RUSH’ ORDER?
If you need your jewels by a certain date, we will do our very best to accommodate your needs. However, we cannot guarantee rushed shipments. Please contact us before placing an order if you have a deadline to meet.
- CAN I LAYER TWO 16″ NECKLACES?
The key to the layered look is to make it appear effortless. We find that layering two 16” necklaces can result in tangling. With layering in mind, most of the JUNNAY London necklaces have been specifically designed in both 16” and 18” chain length options – a combination that always gets it right.
- HOW CAN I ORDER A RING IF I DON’T KNOW MY RING SIZE?
We highly suggest going to a local jeweller before placing your order. If we don’t have your size in stock, you can place a special order which takes 4 to 6 weeks for delivery. Contact us at sales@junnay.com for further assistance.
- REPLACEMENT EARRINGS/ SINGLE STUD ORDERS
Please email our Customer Care Team at sales@junnay.com for an estimate of the cost of a replacement for a lost/single earring. With regard to lost earrings, we will do our best to replace lost earrings mates. However, in some circumstances matching color and shapes may not be possible due to the unique nature of our jewellery pieces. All orders for single studs must be placed over the phone or via email. Please note these items are not eligible for return or exchange.
- DO YOU PROVIDE GIFT WRAPPING?
We do not provide gift wrapping for online orders. However, all JUNNAY London purchases come beautifully packed in our signature pouches and/or jewellery boxes and tied with a satin ribbon, free of charge.
Your order will be shipped to you via Royal Mail, Parcel Force, DHL, UPS or FedEx, and securely encased in a discreet, unbranded box. All orders are sent using a tracked service. You will receive your tracking number by email as soon as your order has been dispatched.
- DUTIES AND TAXES
UK – Orders are inclusive of VAT.
EUROPE – If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
USA – If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
Rest of the World – Orders to all countries outside these UK are exclusive of UK sales tax (VAT) which is currently 20%. This will be removed from your order at checkout. They may however, be subject to local import duties and taxes.
Please note that JUNNAY London cannot be liable for any local import duties and taxes imposed.
- HOW CAN I CONTACT JUNNAY London CUSTOMER CARE TEAM?
The Customer Care Team opening hours are:
Tuesday to Friday: 9.30am-5.30pm
Saturday: 10.00am-6.00pm
Monday/Sunday/Bank Holidays: Closed
Call +44 203 291 3419
The contact email address for our Customer Care Team is sales@junnay.com