Customer Service


About Arbaretta
We are working jewellers, registered with the Birmingham Assay Office and based in North Hampshire, UK. We retail jewellery sourced from leading UK jewellery manufacturers in addition to our own work and ship the jewellery worldwide. We also undertake creating bespoke pieces and adapting stocked pieces to customer requirements. Our Arbaretta brand is mainly focused on chain style jewellery however we do also make and work on other types of precious metal jewellery in our workshop, we do not have a showroom.
Our UK telephone number is 03333 350380 and to contact us via email: enquiries@arbaretta.com.

Assay Quality Guarantee
All Arbaretta Jewellery is guaranteed to be of the precious metal content as stated on the website. Each Arbaretta jewellery piece carries the legally required independent UK Hallmark verifying the precious metal content (unless the item is exempt by weight).
Arbaretta guarantees that all items under the exemption weight are of the precious metal content as stated on the website and are of UK assay standard.
For further information on the mandatory hallmarking of precious metal jewellery for retail sale in the UK and for export please visit our UK Hallmarking page.
 

Ordering
There is no minimum order.
We accept orders via the arbaretta.com website only. Check that the measurements of items given in the product details are in line with your requirements before ordering, altering orders is both time consuming and expensive.
Once you place an order, we automatically create an account for you and send your login details by email. When you login, you'll be able to review your past orders, save time by using the reorder and edit functions and track your order status.
Non EU orders may incur customs charges dependent on local jurisdiction rules. Such charges are wholly the responsibility of the buyer. We recommend that you research your local rates before checking out.
 

Secure Payments
We accept payments for our goods and services only via secure online transaction processor PayPal. Most types of credit & debit cards are accepted by the PayPal system. Arbaretta never have access to your payment card information, this is held securely by PayPal. PayPal use 128-bit SSL and powerful encryption to process your information securely.
We start processing orders only once we have received authorisation from PayPal that payments have cleared.
We deliver to only the PayPal confirmed address for all orders. It is the buyer's responsibility to make sure that the information provided to PayPal is up to date and correct. We cannot be held responsible for orders sent to an out of date or incorrect address.
 

Delivery
We aim to despatch orders as soon as possible once your order and cleared payment has been received. Jewellery that is required to be ordered in, made to length or made to order will normally be despatched within 5 to 7 working days of cleared payment to accommodate manufacture, mandatory assaying and hallmarking etc. If any issues arise that may delay dispatch further than 10 working days we will let you know via email.
Delivery prices are shown in the Shopping Basket before Checkout by selecting your country from the drop down list. We offer free fully insured UK & Ireland delivery for orders over £40.00, via Royal Mail. Free fully insured international delivery on orders over £60.00 to selected countries including USA, Canada, Australia and New Zealand, via the Royal Mail international services. 
We will send a despatch notification email when your order has been sent together with the Royal Mail tracking reference. All orders are shipped via Royal Mail tracked or signed-for services both domestically and overseas.
Jewellery items are sent boxed to ensure that they are fully protected from damage in transit.
 

Returns
We accept returns for whatever reason of unused, undamaged items in original condition where the date that the item is sent back to us is within 30 days of receipt of the item by the customer.
Please let us know that you wish to return an item via message including the order number and we will issue a returns code, the returns address and any other instructions relevant to your location.
We will issue a full refund of the item cost once received and inspected.
Refunds are issued within 15 working days and electronically using the Pay Pal system.
Postage & Packing charges for items shipped are non-refundable.
We are unable to accept returns of items that have been worn, altered or personalised in any way. Detailed photographs may be taken of such items and an offer will be made to the customer via email of a fair value or the option to have the item returned to the owner via an appropriate Royal Mail tracked or signed-for service, at the owner's expense.
You remain responsible for any returned goods until they have been delivered to Arbaretta, we recommend that you use a tracked or signed service and insure any returns as appropriate. Please note that proof of posting will not be accepted as proof of delivery.
 
Faulty items may be returned to us, let us know about the fault along with the order number via message and we will issue a returns code, the returns address and any other instructions relevant to your location.
After inspection and where found to be faulty, we will credit the cost of faulty item to you, plus the cost of returning the item to us. Please note that we cannot credit your initial delivery charge unless your entire order is defective.
If you are returning items for any other reason, you will be responsible for the cost of return postage.
Any item displaying damage deemed to be a result of fair wear and tear or indeed poor handling or storage including the pulling of chains and fastenings or kinking and breakage of snake chains will not be accepted as faulty. Detailed photographs may be taken of such items and an offer will be made to the customer via email of a fair value or the option to have the item returned to the owner via an appropriate Royal Mail tracked or signed-for service, at the owner's expense.
You remain responsible for any returned goods until they have been delivered to Arbaretta, we recommend that you use a tracked or signed service and insure any returns as appropriate. Please note that proof of posting will not be accepted as proof of delivery.
 

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