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Frequently Asked Questions

We're here to help

That's why we've put together the most frequently asked questions and answers. However if you can not find what your looking for then please either email us (sales@stephen-arnold.com) or call us on 020 8444 8282.

 

General Questions

Do you have a shop that I can visit?

We are a dedicated online retailer/wholesaler. Therefore we do not have a shop available to the public.

Do you have a catalogue?

We don;t have a printed catalogue, however our website lists the a huge range of products. Catalogues from Swarovski can be downloaded in the Downloads section of our website.

Can I see prices in my currency?

Prices shown are available in Pounds Sterling, Euros and US Dollars.

I'm new, how do I register?

At the top of the website there's a button to Create an Account. Once you've registered, you'll be able to review your previous orders and manage your preferences.

I forgot my password, how do I log in?

Just click Forgot my Password in the Sign In section and we'll send you information on how to reset your password.

How do I change or update my details?

In order to change or update your details you'll need to Sign In to your account.

How can I see the colour/size of the item?

Colour Charts Downloads are available for free. If you would like to see the real thing, Colour Charts are also available for sale. Size Charts can only be downloaded for free.

 

 

Order Information

How do I pay for my order?

Payment for your order can be made securely online via credit card, debit card, PayPal or bank transfer.

Is it safe to order online?

You can be assured that shopping with Stephen Arnold Ltd is safe! We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

Can I amend or cancel my order?

Unfortunately, once you've placed your order, our team will have already started to process your order. Please see our returns policy here

I have been informed that an item from my order is no longer in production/available?

We will do what we can to find you an alternative item from our range. 

 

 

Delivery Information

Where do you deliver to?

We deliver internationally.

How much is delivery?

We have various shipment options. You could click and collect your orders from us for free or get them shipped to you via various delivery methods. (See our Delivery and Returns page for full details of all of our shipping options).

International - Will I be charged customs and import duties?

You will not be charged customs and import duties if you reside within the Unite Kingdom. If you are elsewhere in Europe you will need to supply us with a valid VAT number so that you will not be charged. For anywhere else in the world you will be charged based on the value of your shipment and your relevant customs authorities. Please bear in mind that we do not have control over these charges and unfortunately we will not be able to reimburse you for any customs costs incurred by your shipment.

Please bear in mind that we need to have your ordered WHOLESALE items delivered to us from Swarovski. Please allow 2 or 3 days before your items get shipped.

What time will my delivery arrive?

We are unable to give you an exact time for your delivery to arrive but we do have an estimate for the number of days It should take to reach you depending on the option you choose at checkout. However, if you choose the next day delivery option within the UK and is being delivered via DPD they will give you a set hour slot on the morning of delivery. If it is via the Royal Mail Next Day delivery It will arrive by 1pm. 

Will a signature be required for my delivery?

Yes, all items sent from us will require a signature to ensure you receive your order safely.

 

 

Returns Information

Do you accept returns/exchanges?

If you are a customer in the European Economic Area (EEA), you have a legal right to change your mind within 14 days and receive a refund for most products that you buy from us online. If you would like to cancel an order because you have changed your mind, you must tell us no later than 14 days after the date you receive the last of your items and you must return your items to us within 14 days of notifying us that you would like to cancel your order.

If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.

For USA, Canada, Australia and New Zealand customers please return items within 30 days of the date shown on your dispatch note.

For all other International customers, please return unsuitable items within 14 days of the date you receive the parcel.

Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

Please note we are unable to accept returns or exchanges for Swarovski Wholesale Packs.

I have received an incorrect item?

Please let us know as soon as your has arrived if there is an issue with the wrong item being sent. Ensure the packet is not opened then contact us to arrange return of the item before we send out the correct item to you.

An item is missing from my order?

Please inform us of anything missing from your shipment as soon as you receive it and we will do our best to resolve this.

 

Product Information

Do prices include VAT?

All our products show the price including and excluding VAT

Are they genuine Swarovski Crystals?

All our Swarovski products are genuine and purchased directly from the Swarovski factory in Austria. Click here to view our distribution certificate from Swarovski.

Do you sell wholesale?

Yes, as the Official Distribution Partner for Swarovski Crystals we offer the full range of items. Most are available to view and purchase here. Alternatively the Swarovski Catalogue can be downloaded here and an order placed over the phone.

How can I see the colour/size of the item? 

We have colour charts available to download or physical versions for you to purchase. Please bear in mind that computer images do not fully represent the colours of the stones as much as the physical chart does.

 

 

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