FAQs

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

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. Delivery charges

Delivery charges are calculated based on the weight of your order, so is variable.
This is viewable on your Shopping Bag page, prior to Check Out.
We process orders within 2-3 days of receipt of order and use Royal Mail to dispatch all goods. If you have a specific request regarding quicker or slower delivery options, please email us at info@heavensattic.co.uk.

3. 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 or Worldpay.
Allow normal airmail postal timescales for worldwide delivery.
Delivery charges are calculated based on the weight of your order and delivery times may vary, dependent on normal oversees postal timescales.

Stock permitting, all orders placed are usually dispatched within 2 to 3 working days.

4. 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 view the larger image/s available by clicking on the thumbnail images that appear to the right of the main image.
2. When you've found something you'd like to buy, click the BUY icon. You can change the quantities here or delete the item if you have changed your mind.
3. You can continue shopping at this stage whilst your item/s will remain saved in your Shopping Bag.
4. When you've finished shopping, choose your delivery option - UK, Europe or Rest of World delivery options are available.
5. Proceed to CHECKOUT to complete your payment and delivery details – you will leave our site and enter either GOOGLE CHECKOUT or Worldpay, both secure third party sites who will process payment.
6. On completion, you will receive a confirmation email.
7. 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, 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.

5. How does your free Prize Draw work

We run free prize draws from time to time - on Facebook or at events - if you sign up to receive our email communications.
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.
For winner's details please send an email to: info@heavensattic.co.uk. 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.

6. How should I protect my jewellery?

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

Please note that costume jewellery is made from base metal only and is likely to dis-colour after a period of time.

7. 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. We will respond to you with relevant instructions.
Return the item to us in its original packaging within 14 days, ideally via Royal Mail Second Class. Heaven’s Attic are not held responsible for returns that do not reach us, so we advise using Proof of Posting that can be obtained at your local Post Office at no extra charge (for most orders).

Heaven’s Attic will cover costs of postage and either refund or exchange the goods.
To return any products please follow these steps:
1. Enclose your details: name, address, email 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.

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.

8. 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 respond with the relevant next steps.
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 Proof of Posting that can be obtained at your local Post Office at no extra charge (for most orders).

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, email, 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.
We do not refund postage costs of the return.
Your statutory rights are not affected.