- Shopping With Us
Shopping With Us
"The whole ethos of our website is that of providing the same experience to clients online as they would receive in our gallery; it is about making sure above all that you have an enjoyable and enlightening experience. We aim to give you the knowledge to make educated purchases and to understand how your choice works aesthetically and practically to fit in with your lifestyle and your look."
•1 Why should I buy online? Buying online gives you the opportunity to buy with confidence some of the most beautiful and distinct items of jewellery you'll find in the UK and Europe. You will have the full support of our expert team here in Tunbridge Wells, to give you advice, guidance and aftercare assistance. As many of our pieces are hand-made and completely unique, we advise clients that there may be a lead-time involved while the item is made specifically for your order.
•2 How do I place an order? When you've chosen your item of jewellery (and confirmed the relevant size where appropriate) all you need to do is click on ‘Add to Basket'. If for any reason you are unable to order in this way please contact us by emailing tunbridgewells@padani.co.uk, or call 01892 537533 to speak to us in person.
•3 How do I pay? Payment can be made by credit or debit card via our secure server. To discuss possible alternative methods of payment please contact us directly.
•4 How secure is payment online? We have a secure server through which we process all our payment transactions. Alternatively if you would like to pay using credit or debit card over the phone then please send us an email to tunbridgewells@padani.co.uk detailing the item or items you wish to purchase along with your name and telephone number and we will contact you to arrange payment and delivery. If you have any queries feel free to call us on 01892 537533.
•5 How do I cancel my order? Please contact us immediately. If the item has not yet been dispatched we can cancel the order at no charge. If the item has already been dispatched please refer to our returns policy.
•6 How do I know if you have received my online order? Once we receive your order we will send you a confirmation email. If you do not receive this within 24 hours please send an email to inform us and we will check the status of the order and send a reply email by way of confirmation. When the order is processed and packaged ready for dispatch we will send you a second email to confirm this. To avoid our message being classified as "junk" please add the email address tunbridgewells@padani.co.uk to your email contacts or to your email safe list.
•7 What delivery services do you offer? Please refer to our delivery policy.
•8 Can I send my order to an alternate address? For reasons of fraud prevention we are only able to deliver to the registered cardholder's address.
•9 How do I return an unwanted item? To return an item, please contact us to inform us that the item will be returned. Provided the item is returned to us within 14 days in its original packaging, complete with the attached security tag and in its original condition we will be happy to process a full refund. Items not covered by our money back guarantee are any bespoke item or design that we have created to your specification. The address for returns is:
Padani Returns Department, 55 High Street, Tunbridge Wells, Kent, TN1 1XU.
•10 Postage costs are refundable.
•11 What do I do if my item is delivered damaged? Unfortunately breakages do sometimes occur, although incredibly rarely. Firstly it is important to contact us and inform us of the situation - provided the item is within its 14 day warranty period we will provide a replacement item free of charge and refund your postage. If you decide you don't want a replacement item a credit note can be issued for use against future purchases.
•12 Who do I contact if I need assistance? If you have a query about an order, or wish to comment on the service you have received, or would like any further information and assistance please email tunbridgewells@padani.co.uk or call our team on 01892 537533 - we will be more than happy to help you.
•13 Can I pay in instalments? At present we cannot arrange credit for our goods although should there be demand for this service we may introduce it in the future.
•14 I have received my item of jewellery but it needs slight adjustment for a perfect fit - do you offer an alteration service? We are always happy to make adjustments where appropriate to items you have purchased from us - please contact us to discuss your requirements.
•15 Will I receive my item in a presentation box? Yes, all items of jewellery purchased at Padani Jewellers come in a stylish and high quality presentation box. See below...
•16 Do you offer a gift wrapping service? Yes, we are happy to gift wrap any items you purchase online free of charge - just select this using the tick-box when you get to the checkout. Let us add the finishing touch to your gift presentation... In our eyes this is part of the ‘wow factor'.
•17 I don't see the cut/clarity/colour of diamond I am looking for - do you have more in stock? At Padani Jewellers we choose the best cut clarity and colour diamonds to ensure you will receive a superb diamond ring at an excellent price. However, should you not see what you are looking for please contact us - we are able to source loose or set diamonds to specific requirements for very reasonable prices so we are sure to be able to find exactly what you are looking for.
•18 I have ordered a ring which is not in stock in my size, what is the procedure? For special order items (i.e. those that are made to order) please contact us first to confirm your requirements - also so we can provide you with an up to date lead time. In most cases this special order item will be a unique or handmade piece and due to this inherent nature will take between 3 to 8 weeks depending on the piece. This is due to the fact that the diamonds/stones will have to be sourced specially for the individual piece and it is being created for you.
•19 Are chains included for necklaces? Yes, unless otherwise stated all of our necklaces and pendants will come with the chain shown.
•20 I saw an item of jewellery here a while ago but cannot find it, what shall I do? Please call us on 01892 537533 or contact us by email giving a description of the piece you are interested in - we will always do our best to get an item for you.
•21 Can I view the item before I buy? Of course! Even though we are confident that you will love and cherish the item you have chosen, it is always best wherever possible to have an opportunity to view the item in person. Our award winning gallery in Tunbridge Wells allows you to do just that. The Padani team are always on hand to offer their knowledge and assistance (in person and online) and will gladly provide you with all the information and advice necessary to be confident in your choice.
•22 Will my purchase be guaranteed? We offer a 14 day warranty period on all our products to allow you time to ensure you are happy with your purchase. After this period we aim to look after you throughout the lifespan of your item, so we can confidently offer a 24 month guarantee which covers any defects arising as a result of manufacture, and will gladly carry out any work necessary after this period at cost to ensure you continue to enjoy and cherish the item you have purchased from Padani. Where work has been carried out by a 3rd Party this guarantee becomes void.
•23 Why are there no prices on your website for the Cartier item I'm interested in? We are an officially authorised agent of Cartier. As an official Cartier stockist we have to respect their policy concerning the advertising of prices on the internet. If you would like a price quote for this item, please email tunbridgewells@padani.co.uk or call on 01892 537533 and take advantage of our considerable expertise.