FAQs & Customer Services

 

What are my delivery options?

  • We use either Royal Mail or UPS for our deliveries, depending on the item size and value. Both carriers take 3-5 working days to deliver your order and you will be able to track your item once the item has been shipped.
  • Where orders are of a small value, they may be dispatched via a service without a tracking reference.
  • Delivery for orders of £30 and under are charged at a fixed fee of £5.95.
  • Delivery for orders over £30 are free of charge.
  • There may be occasions where delivery costs are removed or reduced as part of a promotion.
  • Click and Collect is available for all items free of charge. Please select 'Pick Up' as the delivery method within the Checkout pages.
  • Please see our Delivery Policy for further details.

 

Do you deliver outside of the UK?

  • Currently we only deliver within the UK, apologies for any inconvenience.

 

Are all deliveries tracked?

  • The vast majority are tracked, however where orders are of a small value, they may be dispatched via a service without a tracking reference. We use Royal Mail and UPS for deliveries. Please see our Delivery Policy for further details.

 

If I place multiple orders on the same day, will these be packaged and dispatched together?

Yes, wherever possible we will package and dispatch multiple orders together.

 

Am I able to order and pay over the phone?

  • Yes, of course! Please call us on 01284 752634 and we will be happy to help. Please have your credit or debit card to hand when you call, in addition to the model number and product code of the item that you wish to buy.

 

What should I do if I would like to return an order?

  • Our extended Christmas Returns Policy has extended our usual time limit for returns over the Christmas period. Gifts bought between 5th November 2020 and 24th December 2020 can be returned up until 7th January 2021. 
  • You can cancel your order from the moment you have placed your order, but you must tell us within 14 days of receiving the goods should you wish to cancel, by emailing us to shop@sneezums.co.uk. You then have another 14 days from the date that you notify us of your cancellation, to return the goods to us for a full refund. All items must be in their original condition and packaging, unworn, unused, seals unbroken, with nothing missing, together with any accessories, manuals or other documentation and complete with all labels and tags attached.
  • For further details please see our Returns and Refund Policy.

 

Are there any items that cannot be returned?

  • There are certain items that are excluded from all refunds/exchange. We cannot exchange or refund earrings, body jewellery, beauty products/cosmetics, items made to your specific measurements/requirements or personalised items, or special orders that were ordered especially for you and are not stock items. We also cannot refund items that you have had personalised or altered. No refund or exchange can be given if the product has been manufacturer registered to a user and/or contains personal data.
  • For further details please see our Returns and Refund Policy.

 

Where is my order?

  • Occasionally deliveries may be delayed due to reasons out of our control. We cannot be held responsible for the delays in delivering your goods where such a delay is due to reasons outside of our control. If we are aware of a delay for whatever reason, we will contact you.
  • If you are not in when the delivery is attempted, at the discretion of the delivery driver, dependent upon the courier provider, your parcel may be left in a safe place, reattempted or taken to a collection point by Royal Mail or UPS. See Delivery Policy for further details. In regards to the latter, if you do not collect your parcel within the timeframe given and it is resent to Sneezums, you will be charged a £10 'return to sender' fee. This fee will be deducted from your refund of those items. If you still wish to receive your order then you will need to place another order and pay the appropriate delivery fee.
  • If your order has not been delivered within 5 working days, please use the Contact Us form, by email to shop@sneezums.co.uk or phone us on 01284 752634 Monday-Saturday 9.30am-4.00pm.

 

I have received a faulty or incorrect item, what do I do?

  • We carefully check the quality of every item prior to shipping. However, if an item is faulty, please email us to shop@sneezums.co.uk within 30 days from receipt of the item, so that we can arrange for a pre-paid label to be sent to you and also a replacement or a full refund including the standard delivery charge if applicable.
  • In the event of you receiving an order that is faulty, please submit a written summary and photographic evidence of the fault to shop@sneezums.co.uk, together with your order number.
  • Please be aware that we must receive the return of the faulty goods before we can send a replacement or process a refund. Sneezums will check the returned faulty goods before we are able to process any replacement or refund. We will not give a refund on faulty goods that you have tried to repair. If that item is out of stock, then we may need to refund or may be able to exchange for another item.
  • If you have received an incorrect item please email us to shop@sneezums.co.uk so that we can arrange for a pre paid label to be sent to you for a full refund including the standard delivery charge if applicable.
  • If the faulty or incorrect item was the only item within your order then we will refund delivery costs if applicable, however if the item was ordered alongside other items then the delivery costs will not be refundable.
  • Please refer to our Returns & Refund Policy for further information.

 

I have received my delivery, but it has arrived damaged, what do I do?

  • In the event of you receiving an order that has been damaged, please submit a written summary and photographic evidence of all damage to the packaging and product to shop@sneezums.co.uk, together with your order number.
  • Damage to goods must be reported to Sneezums by 12:00 noon on the day following receipt of the delivery. Sneezums will review the evidence and where possible provide a replacement of the damaged item. Please be aware that we must receive the return of the damaged goods before we can send a replacement. Sneezums will check the returned damaged goods before we are able to process a replacement. We will not give a refund on damaged goods that you have tried to repair. If stock availability does not allow a replacement product, we will offer a refund at the price paid.
  • If the damaged item was the only item within your order then we will also refund delivery costs if applicable, however if the item was ordered alongside other items then the delivery costs will not be refundable.
  • Please refer to our Returns & Refund Policy for further information.

 

What payment methods do you accept?

  • At Sneezums we accept Visa Debit and Credit, Mastercard Debit and Credit and American Express.

  

Can I add items to my order?

  • Yes you can add items to your order, providing the order hasn’t been processed. Please phone us on 01284 752634, quoting your name and order number. If the order has already been processed, we are happy to take a further order.

 

Can I cancel or change my order?

  • You can cancel your order from the moment you have placed your order, but you must tell us within 14 days of receiving the goods should you wish to cancel, by emailing us to shop@sneezums.co.uk. Please see Returns and Refund Policy for further details.
  • If we have already dispatched your parcel then you would need to return unwanted items as per our Returns and Refund Policy.

 

Do you have any discount codes?

  • We sometimes have discount codes available. Please see our home page for any current discount codes.
  • Discounts and/or discount codes that may be offered are only applicable to the products and do not apply to delivery charges.
  • Only one discount code can be used per order, however there are no limits of how many orders you can place the same discount code, or to enable you to use multiple discount codes that we are running at the same time.

 

Do your prices include VAT?

  • All products include VAT where applicable and are charged at the full applicable UK VAT rate at the time the order is placed.
  • Our VAT number is GB103403238.

 

How do I remove myself from Sneezums’ mailing list?

  • You can click the link at the bottom of an email from us to unsubscribe from our mailing list. If you do not have an email from us, please email us at shop@sneezums.co.uk and we can remove you from the mailing list.

 

What ring size do I need to buy?

  • Please see our ring size chart, found in Sizing Guides at the bottom of our home page.

 

What are Sneezums opening hours?

 

How can I contact Sneezums?

 

Are my personal details safe and your online shop secure?

  • Yes, we take great care with your personal information. Sneezums is aware of its obligations under the General Data Protection Regulation (GDPR) and is committed to processing your data securely and transparently. Our privacy notice sets out, in line with GDPR, how your personal information is collected, used and shared when you visit or make a purchase from www.sneezums.co.uk.
  • The Privacy Policy also describes how we use that information, how long we keep it for and other relevant information about your data. Please see our Privacy Policy for full details.

 

How can I share feedback about my experience with Sneezums?

  • You may give us feedback on our social media accounts via Facebook and Instagram or email us at shop@sneezums.co.uk.

 

How can I get help with something else please?

 

How do I make a complaint?

  • We hope you are happy with the service we provide and products you receive, however if you are not happy, please use the Contact Us form, email us at shop@sneezums.co.uk or phone us on 01284 752634 to speak to a manager.