1. Why buy on-line?
2. How do I place an order?
3. How do I pay?
4. How secure is it to send my Credit Card over the net?
5. How do I cancel my order?
6. How do I know if you have received my order?
7. Do you deliver Internationally?
8. What delivery services do you offer?
9. Can I send my order to an alternate address?
10. How do I return an unwanted item?
11. How do I return a damaged item?
12. Who do I contact if I need assistance?
13. Can I pay in installments?
14. Do you carry out jewellery repairs or valuations?
15. Do you have a printed catalogue?
16. Will I receive my item in a presentation box?
17. Do you offer a gift-wrapping service?
18. Is it important to buy a certified diamond?
19. Can I see the certificate before I buy?
20. I don’t see the cut, clarity or colour of diamond I am looking for - do you have more stock?
21. Do we sell conflict diamonds?
22. How do I know your diamonds are legitimate?
23. Can I view the product before I buy?
24. What is a diamond certificate?
1. Why buy on-line?
Samara James has developed an efficient online cost structure. By buying direct from the manufacturer via the Internet you are removing the traditional layers of wholesalers and retail shop rents, thus saving you 50% or more from high street prices.
2. How do I place an order?
After choosing an item you would like to purchase click on the “buy me” button. If for any reason you are unable to order in this way please send us an e-mail to customer.service@samarajames.com detailing the item or items you would like to purchase with your name and telephone number and we will contact you to arrange payment and delivery. Alternatively you can contact us by telephone on 0800 612 2721.
3. How do I pay?
Payment is by credit or debit card via our secure server. We can also accept payments via Paypal or Cheque - please contact us if you would like to use these alternative forms of payment.
4. How secure is it to send my Credit Card over the net?
We have a secure server through which we process all our payment transactions. Alternatively if you would like to pay by credit or debit card by phone please send us an e-mail to customer.service@samarajames.com detailing the item or items you would like to purchase with your name and telephone number and we will contact you to arrange payment and delivery. Alternatively you can contact us by telephone on 0800 612 2721.
5. How do I cancel my order?
Please contact us. If the item has not yet been dispatched we will cancel the order at no charge. If the item has already been dispatched please see our returns policy
6. How do I know if you have received my order?
Once we receive your order we will send you a confirmation e-mail. If you do not receive this within 24 hours please send us an e-mail to
customer.service@samarajames.com and we will check the status of the order.
When the order is processed and packaged ready for dispatch we will send you a second e-mail to confirm this.
To avoid our message being classified as “junk” please add the email address sales@samarajames.com to your e-mail contacts or to your e-mail safe list.
7. Do you deliver Internationally?
Yes, are are able to deliver to wide variety of countries outside of the UK including most of Western Europe and the USA. For orders delivered outside of Europe we will not charge VAT. Please contact us to discuss delivery options.
8. What delivery services do you offer?
Please refer to our
delivery policy
9. Can I send my order to an alternate address?
Yes, we are able to do this. Please contact us if you wish the item or items to be delivered to an alternative address. For fraud prevention reasons we can only process orders automatically on the website that are to be delivered to the card holder's registered address.
10. How do I return an unwanted item?
To return an item please contact us to inform us the item will be returned. Provided the item is returned to us within 30 days in it’s original packaging we will happily process a full refund.
The address for returns is:
Samara James
Returns Department
PO Box 323
Sunbury-on-Thames
TW16 5WG
Postage and wrapping costs are not refundable.
11. How do I return a damaged item?
Unfortunately breakages do sometimes occur. Firstly please contact us to let us know what has happened and provided the item is within its 30 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 a future purchase.
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 customerservice@samarajames.com or call our customer service representatives on 0800 612 2721
13. Can I pay in installments?
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. Do you carry out jewellery repairs or valuations?
We are able to repair items of jewellery – please contact us to discuss your requirements and an estimate of repair costs. We are unfortunately not able to value jewellery.
15. Do you have a printed catalogue?
All our jewellery is displayed on our Internet site and to keep costs down we do not produce a printed catalogue. Please e-mail us to sign up for our newsletter for all the latest offers and news from Samara James or to be informed of new product launches.
16. Will I receive my item in a presentation box?
Yes, all jewellery shipped from Samara James come in one of our stylish presentation boxes. All 18k or platinum jewellery is packaged in a beautiful solid beech wood presentation box. All others items are packaged in a high quality, attractive black or tan coloured leatherette box.
17. Do you offer a gift-wrapping service?
Yes, we can arrange to gift-wrap, just select at time of ordering. There is a small additional charge for this service.
18. Is it important to buy a certified diamond?
In our opinion, if you are buying a diamond above 1/4 carat in size, then it is important to buy a certified diamonds. The certificate is your guarantee that your diamond has been independently graded for carat weight, colour, clarity and cut by one of the three main independent, non profit making, diamond grading laboratories. Samara James only buys diamonds that have been graded by the very best laboratories;
GIA - the Gemological Institute of America,
IGI - the International Gemological Institute,
HRD – The Antwerp World Diamond Centre, formerly known as the Hoge Raad voor Diamant
EGL – European Gemological Laboratory
and
Anchor Cert - the certifying division of the London and Birmingham Assay Office.
19. Can I see the certificate before I buy?
Wherever possible, we will include a copy of the certificate on the website.
20. I don’t see the cut, clarity or colour of diamond I am looking for - do you have more stock?
At Samara James, we chose the best cut, colour and clarity 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 incredibly low prices so we are sure to be able to find exactly what you are looking for.
21. Do we sell conflict diamonds?
'Conflict diamonds' is a term used to describe diamonds that originate from areas controlled by forces or factions opposed to legitimate and internationally recognised governments and are used to fund military action in oppositions to those governments, or in contravention of the decisions of the Security Council. Our policy on conflict
diamonds is absolutely rigorous. We will not buy, sell or handle any diamonds of unclear provenance. We insist that all of our suppliers subscribe to The Kimberly Process Certification Scheme.
22. How do I know your diamonds are legitimate?
We purchase our diamonds from a DeBeers sightholder. A DeBeers sightholder obtains first choice and has access to the best rough diamonds that DeBeers mine. Purchasing from this source we can guarantee they our diamonds are not only of the highest quality but that they are also free of any treatments that some companies use to artificially enhance the appearance and that they are not conflict diamonds.
23. Can I view the product before I buy?
Samarajames.com do not have a retail shop in order to keep overheads to a minimum and hence keep our jewellery excellent value. We do offer a 30 day money back guarantee on all products to allow you to ensure you are entirely happy with your purchase.
24. What is a diamond certificate?
A certificate tells you exactly the quality of the diamond you are buying – where a diamond has been certified it is by an independent organisation.
All Samara James diamonds are certified to ensure consistent quality is delivered to our customers. We only use very best diamond grading laboratories, namely the
GIA - the Gemological Institute of America,
IGI - the International Gemological Institute
,
HRD – The Antwerp World Diamond Centre, formerly known as the Hoge Raad voor Diamant
EGL – European Gemological Laboratory
and
Anchor Cert - the certifying division of the London and Birmingham Assay Office.
