Q. Do I have to sign for the delivery when it arrives?
A. Ourpostage tables confirm which orders will require a signature upon delivery, if this is inconvenient then for UK orders up to £38.00, we can arrange none signed for postage, if you advise us in advance that you need this service. We shall still obtain proof of posting for your protection and peace of mind. On orders over £38.00 the requirement of a signature is none negotiable.
Q. What happens if there’s no-one in when my signed for parcel is delivered?
A. You will be able to arrange a pick up or redelivery through your national carrier.
Q. Can I have my order delivered to an address other than my home address, such as work or a friend’s?
A. Yes, you can ask for your order to be delivered to an address that is different to your home address. When you go through the checkout process you will be asked to quote the billing address of the card or account you are using for the payment and then you will be asked to specify a delivery address if it is different from the billing address.
Q. My order is a gift for someone else. Can I add a message to it?
A. We normally add a packing slip to each delivery package that will show your name, address and cost of goods. If the items are a special gift then let us know in advance so we can remove the packing slip and add your message or greeting.
Q. What are the delivery time scales?
A. Please see our postage tables for the Royal Mails estimated timescales.
Q. Which carrier do you use?
A. We use Royal Mail for all deliveries in the UK, for international deliveries, once the package has left the UK it is the responsibility of either the respective nations national carrier or an alternative reputable carrier of Royal Mails choice.
Q. Are there any areas of the UK you can’t deliver to?
A. As well as the UK mainland, we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses.
Q. I live outside the UK but within the EU, can I still purchase?
A. If you place an order for delivery outside the UK mainland you should allow a little longer for it to arrive.
Q. I live outside the EU, can I still purchase?
A. If you place an order for delivery outside the EU you should allow a little longer for it to arrive and be aware that your governments customs and revenues agency may charge you an import surcharge based on the value of the order.
Q. My order has been despatched yet I have not received it, what should I do?
A. Please allow 7 working days for delivery of your items, especially at busy times such as Christmas, any queries relating to your order can be addressed by our Customer Services on 08445611680.
Q. What is your returns policy?
A. Our Hassle Free returns policy does not apply to the following goods, which are exempt from the right to cancel:-
Pierced earrings are non-returnable, non-refundable for hygiene reasons.
We want you to be 100% satisfied with your purchase.
Please note that gemstones are a natural material, and therefore colours and the patterns vary. This gives gemstone jewellery its uniqueness and no two of the products are exactly the same.
If however, you are not 100% satisfied with the product, you may return part or whole of your order for refund at any time up to 30 days after the day of delivery provided it is in fully re-saleable condition. You must ensure that the goods are packaged adequately to protect against damage.
The returned item is your responsibility until it reaches us, so it is advised that you obtain proof of posting from the Royal Mail.
To do this, please e-mail us at greenxtoad@johnbrooks.wanadoo.co.uk or call us on 08445611680 or write to us at
The Green Cross Toad
PO Box 134
Manchester
M9 8WU
Please quote your name, date of purchase, order reference and which product you wish to return.
You do not have to give any reasons for cancellation. However, a brief explanation will help us to improve the service we offer to you and other customers in the future.
Q. I want to cancel my order?
A. You may cancel your Order at any time prior to despatch by calling our Customer Services on 08445611680. We will confirm your order cancellation by email.
If you cancel after the goods are despatched, you must return the goods to us, within 30days of delivery, at your own expense in fully re-saleable condition. You must ensure that the goods are packaged adequately to protect against damage.
The returned item is your responsibility until it reaches us, so it is advised that you obtain proof of posting from the Royal Mail.
This cancellation policy does not affect your legal rights - for example, if the goods are faulty or misrepresented.
Q. I have received faulty/damaged goods?
A. In the unlikely event that there is a problem with the goods, please contact us. We will deal with the matter in accordance with your legal rights.
Call or email customer services quoting your order number, your name and address and details of the product. We will then advise on how to proceed.
Q. I received the wrong item?
A. If the item you received is not what you originally ordered, please contact customer services quoting your order number, your name and address, details of the product and description of the item that you did receive. Please also state whether you require a refund or a replacement. You have 30 days from receipt of the wrong item to return it to us in fully re-saleable condition.
