Can I track the status of my order?

When you have placed an order we will inform you by email as soon as it has been dispatched. We will also we provide you a tracking number for orders with Express Delivery.

Is it safe to shop online at Jewelfone?

Absolutely! Our website uses the latest SSL certificates to ensure your data is protected and is PCI DSS (Payment Card Industry Data Security Standard) compliant. Any personal information you provide is only used to manage your account/orders and for marketing purpose, if permission has been provided. We do not give or sell your details to third parties. We also do not store any credit/debit card details as these are dealt with directly by Worldpay or PayPal.

Do you accept orders over the phone?

Unfortunately, we are not able to accept telephone orders at this time. However, we have made it as easy as possible to pay online using any debit or credit card, including American Express, or via PayPal. However, if you should have trouble completing the checkout process then please contact us at openyoureyes@vidioh.co.uk

I’ve ordered the product! Can I amend my order?

Unfortunately, when an order has been placed you will not be able to amend it, so please check your order summary carefully before confirming the order.

What delivery options do you offer?

UK Standard – 2-3 working days – £2.50

UK Express – First Class – £3.50

International – £10

Please see our delivery section for more information.

What is UK Express delivery option?

When you choose UK Express delivery your order will be dispatched on the same working day, provided that it is placed before 2pm, so it will reach you the next working day. If your order is placed after 2pm it may be dispatched the next working day, so you will receive it you 2 working days after the date of your order.

Please see our delivery section for more information.

What is a ‘working day’?

Working days are classed as Monday to Friday, and do not include Saturday, Sunday, or Public Bank Holidays.

I have a discount voucher code, how do I redeem it?

If you have a discount voucher code, you will be prompted to enter this during the final stages of the checkout process before payment is taken. Please do not forget to click the ‘Submit’ button to ensure that voucher code is successfully applied. If your voucher code is valid your shopping bag will update automatically with the new total (after the appropriate discount has been applied).

I had a technical problem during the checkout. Has my order been accepted?

If you receive an order confirmation by email then we have successfully processed your order. If you do not receive an email from us, then your order has not been completed and you will need to resubmit it.

Can my order be sent to another address, like my workplace?

Yes, during the checkout process you can request that your order is delivered to any address you choose.

Do I have to sign for the package once it arrives?

If you chose UK Express or Worldwide delivery, someone at the chosen shipping address will need to sign to confirm receipt of the package. UK Standard delivery does not require a signature.

What happens if no-one is available to sign when my parcel’s delivered?

If no-one is available to accept your parcel you should receive a ‘While you were out’ card. Your parcel will be sent to your local Post Office sorting office, where it can be collected.

For UK Standard orders, if no-one of available to accept the parcel, the carrier will attempt to leave it with a neighbour or in a safe, dry place hidden from view. If neither of these is possible, they will take parcel back to the local Post Office sorting office and leave a calling card with information of how you can collect it or arrange another delivery.

What do I do if my order is missing?

If you have not receive your products within 7 days of the order date, we will not be liable for their loss or replacement unless you notify us by email at openyoureyes@vidioh.co.uk or call us on 01628 580058 within 21 days of the date on which you ordered the products. After this time, Jewelfone reserves the right to decide whether to send out replacement item(s) to you. However, in the first instance, we strongly recommend contacting Royal Mail to see if they may be holding the order for you.

Will I be charged custom or import charges?

Custom or Import fees are charged once an item has arrived in its destination country. Unfortunately, we have no control over these charges, as Custom and Import policies and charges will vary from country to country. We advise that you find out what these charges may be before you place your order.

What is your returns policy?

Please see our returns section for more information.

I’ve returned some items – why wasn’t I refunded the delivery cost?

Unfortunately, we will only refund your postage cost if your product is damaged or faulty.

I’ve returned some items for a refund – why haven’t I heard anything?

Once we receive your returned item(s) we will let you know by email. You will also be notified as soon as we have issued a refund.

If you still have not heard from us it is possible that your package has been lost in transit. So please contact your courier eg. Royal Mail, as they may be able to compensate you.

For this reason, we recommend that you obtain a proof of postage when returning item(s) to us as we are unable to accept responsibility for any returned parcels that are lost.