FAQs

  1. Are all your silver items Sterling Silver?
  2. Do you accept orders from outside the UK?
  3. How do I place an order?
  4. How does your free Prize Draw work
  5. How should I protect my jewellery?
  6. Returns - What happens if an item is faulty?
  7. Returns - What happens if I don't like the items or have changed my mind?
  8. UK deliveries

1. Are all your silver items Sterling Silver?

No, the product description will mention if it is Sterling Silver. All other silver jewellery complies with industry standards and are nickel and lead free.

2. Do you accept orders from outside the UK?

Yes, we can accept orders from everywhere. We trade in Pound Sterling and the payment process is through a secure third party payment provider, Google Checkout. Allow normal postal timescales for worldwide delivery.
Delivery charges are calculated based on the weight of your order and delivery times may vary, dependant on normal oversees postal timescales. Stock permitting, all orders placed are usually despatched within 2 to 3 working days.

3. How do I place an order?

1. Browse through the Collections in our Shop. When you've found something that you are interested in, click on the item to see more detail and a larger image.
2. When you've found something you'd like to buy, click BUY icon. Confirm the quantities and choose your delivery option.
3. Proceed to CHECKOUT to complete your payment and delivery details – you will leave our site and enter GOOGLE CHECKOUT, a secure third party site who will process payment.
4. On completion, you will receive a confirmation email.
5. Sit back and wait for your gift to be delivered – enjoy!

Heaven’s Attic is an internet-only shop, but if you’d prefer to place your order over the phone or pay by cheque, please call the office Monday to Friday from 9.00am to 6.00pm on +44 (0) 117 9475303. If our lines are busy, please leave a message and one of our customer services team will call back. You can also email us at info@heavensattic.co.uk if you would prefer us to call you for your order / payment details.

4. How does your free Prize Draw work

If you sign up to receive our email communications via the Contact Us page, your name will be entered into a free prize draw. You will have an opportunity to win £100 worth of gift vouchers to spend on our site. This is a free prize draw open to everyone aged 17 or over. You do not need to buy anything to enter. You can only enter once and with one email address. There is one prize of £100 in Heaven’s Attic gift vouchers to be won. No alternative prize is available, it cannot be exchanged for cash and the prize is not transferable. The winner will be notified by email 21 days after the closing date. For winner's details please send an email to: info@heavensattic.co.uk within 28 days of the closing date. The winner may be asked to participate in non paid publicity accompanying or resulting from this draw. By entering the free prize draw, entrants agree to be bound by the rules and opt in to receive our promotional emails. The closing date for the competition is 31 May 2010.

5. How should I protect my jewellery?

Silver tarnishes with exposure to air – use a silver polishing cloth for slight discolourations, or a professional silver liquid cleaner.
Do not bath or swim with your jewellery and keep away from perfume.
Protect your jewellery by storing each piece separately after wear.

6. Returns - What happens if an item is faulty?

Please notify us in writing (email is acceptable) within 7 days of receipt of order. We will exchange or refund items if the product is faulty. Return the item to us in its original packaging within 14 days. Heaven’s Attic are not held responsible for returns that do not reach us, so we advise using registered post, or obtaining a certificate of postage from the Post Office. Heaven’s Attic will cover costs of postage and either refund or exchange the goods.
To return any products please follow these steps:
4. Enclose your details: name, address, contact number, original order details or order number.
5. Clearly mark whether you would like a refund or an exchange.
6. Pack the items back into the original packaging and return to: Returns, Heaven’s Attic, 30 Lees Lane, North Common, Bristol, BS30 8LB, United Kingdom.
If you have any queries regarding returns please contact +44 (0) 117 9475303 or email us at info@heavensattic.co.uk.
Please allow 28 days for refunds to be processed. Your statutory rights are not affected.

7. Returns - What happens if I don't like the items or have changed my mind?

Please notify us in writing (email is acceptable) within 7 days of receipt of order. We will exchange or refund items if returned within 14 days of receipt. Heaven’s Attic are not held responsible for returns that do not reach us, so we advise using registered post, or obtaining a certificate of postage from the Post Office. Items will be refunded providing that you do not use the item; it is in the same condition as when you first bought it; and, you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit. Post and packaging costs are not refundable in this instance. Please note that for hygiene reasons we cannot exchange or refund pierced items.
To return any products please follow these steps:
1. Enclose your details: name, address, contact number, original order details or order number.
2. Clearly mark whether you would like a refund or an exchange.
3. Pack the items back into the original packaging and return to: Returns, Heaven’s Attic, 30 Lees Lane, North Common, Bristol, BS30 8LB, United Kingdom.
Your statutory rights are not affected.

8. UK deliveries

Delivery charges are calculated based on the weight of your order. This is viewable on your Shopping Bag page, prior to Check Out.
Stock permitting, all orders placed are usually despatched within 2-3 working days and rely on standard UK postal timescales.