Many of the answers to the questions we are asked most frequently can be found through use of the “small print” navigation buttons running along the base of the site. We have also listed more of our most frequently asked questions and the corresponding answers below. If you can not find the answer to your question then please email us at help@pistachio-jewellery.co.uk or call us in the UK on 0845 458 0898 (local rate). If you are outside the UK please check the “Contact us” button at the bottom of the page.

Shopping

1) What is this site?
www.pistachio-jewellery.co.uk is an online shop for Pistachio Contemporary Jewellery. The collection is significantly updated twice a year with the arrival of the new collections. If you have registered with us we will email you to let you know when the new collections are released. New additions to the collection are added to the front pages of the various categories on the website as they arrive.

2) Can I order jewellery from this site?
Yes, this site is a fully enabled e-retail website. You may add items you wish to purchase to your shopping basket, proceed to the checkout, and pay for your purchases in safety with a credit or debit card through a fully encrypted secure server.

3) How do I place an order on this site?
Click on any of the product categories shown at the bottom of the web page, (rings, bracelets & bangles, earrings etc), this will take you to your chosen category. You can now browse the chosen category by using the left and right scrolling arrows underneath the product pictures. You can also move through the pages by clicking the page numbers set between the scrolling arrows.

You can get further information on an item or see a bigger picture of the item by either clicking on the picture or by clicking the appropriate. The prices of the items are shown underneath the thumbnail images and in the information sections of the enlarged pictures.

Should you wish to order an item you simply click the “add to the basket” button. The item(s) will then be added to your “shopping basket”. You will then see a confirmation at the top of the page that the item has been added to your shopping basket. You may then continue to browse through the collection. Should you wish to purchase more than one of any particular item you can adjust the quantity at the “shopping basket” page.

Once you have finished shopping you simply click the “Shopping Basket” icon, which is on the top navigation bar. This will take you to a web page showing a summary of the items you have ordered. Here you can alter quantities or delete items should you so wish. You can also remind yourself as to which items you have ordered by clicking on the jewellery item name which will produce an enlarged picture of the item.

To place your order click the “go to checkout” button. This will then take you to a page where you can enter the delivery details. For security reasons Pistachio prefers to deliver to the address of the payment card holder, however if the item is a gift you may enter the appropriate delivery details here. Having satisfied yourself that the delivery details are correct you should click the “next” button.

“Checkout step 2” details a final summary of the items you have ordered and the delivery details. On this page you may also take up the option of next day delivery at a small additional cost. Items sent standard delivery to an address in the UK should arrive within 2 to 3 days. If you would like to have your order sent “next day” delivery just click the tick box on the screen.

The total figure showing on this page is the total price of the goods you have ordered plus “next day” delivery if you have chosen this option. This is the figure you will be paying to Pistachio. If you are satisfied that all the details are correct you should click the “pay now” button.

You will now be transferred from the Pistachio site to the Protx secure server. Protx offer secure server facilities on behalf of Pistachio. All transactions through Protx are fully encrypted and their site is “Verisign Secured”. You can check the authenticity of their site by clicking the “Verisign Secured” logo at the bottom of the page. You should also note the SSL Secured padlock symbol at the bottom of your screen.

You will now be asked to enter your card details and your billing address. Please follow the instructions on screen. Following successful completion of these pages your payment will be authorised and we will forward your goods to the address requested.

4) How do I know my payment and personal details will be secure?
Protx have proffered the following security statement; “The Protx payment system uses a combination of established and innovative techniques to ensure the security and integrity of all sensitive data. Our Internet facing web servers are certified by Verisign, this ensures that no third parties can impersonate Protx to obtain secure information”.

“The transfer of the less sensitive transaction details from the retailers site to Protx is encrypted and digitally signed. This ensures that the information passed is secure and tamper proof.”

“Any communication between the customer and Protx is encrypted to the maximum strength supported by the customer’s browser. The customer is also protected from fraudulent use of their card in a “card not present” environment by their card issuer.”

“All data stored on Protx systems is held on encrypted and highly secure databases. Protx are regularly audited by Visa and Mastercard to ensure their systems conform to the latest security standards.”

5) Do you have a privacy policy?
Yes we do. Our privacy policy conforms to the requirements of the Data Protection Act of 1998. Please refer to our privacy policy by clicking the privacy button on the lower navigation bar. Further information is also available in our terms & conditions section.

6) What ring sizes do you offer?
We can only offer rings in the following UK sizes; K, M, O, Q and S. These sizes are based on our most popular selling sizes. On browsing the rings section of the website you will see that there is a drop down button showing the available sizes. Simply click the size you want. Sizes and quantities can be adjusted on the shopping basket page.

7) My ring size isn’t one of the sizes you’ve mentioned; can you alter the size for me?
Sadly we can’t. We only stock the sizes mentioned. You may be able to find a local jeweller who can make alterations but we are not able to do this. Please note that if you make an alteration to an item then it will not be covered by our guarantee.

8) I don’t know what my ring size is, what should I do?
We can supply ring sizers, on request to info@pistachio-jewellery.co.uk. However to guarantee accuracy we would respectfully suggest that a trip is made to a “bricks and mortar” jeweller who will be happy to measure your finger for you, most will do this for free.

9) I know what I want, how do I find it on your site?
If you know the catalogue number of an item, you want to check out say “blue rings” or you want items in a certain price bracket, use the Pistachio Search facility. You will find the search button on the top navigation bar at the top of the page. Click this button and you will be taken to the search page, this page gives instructions on how to proceed to search the Pistachio Collection.

10) Do you supply outside the UK?
We are happy to supply to customers outside the UK. We can accept payment by international bankers draft, bank transfer or credit card. For security reasons we may not be able to accept large payments by credit card from overseas. For further information concerning payment from abroad please contact us at info@pistachio-jewellery.co.uk or call +44 1726 844 466.

11) Do you supply gold or platinum?
No. Pistachio specializes in designs working with Sterling silver, semi-precious stones, plastics, shell, wood, crystal and various other substances.

12) Do you supply gift packaging with your jewellery?
All items from the Pistachio Collection are supplied with our own specially commissioned high quality boxes. These boxes are black, finished in linen effect paper, French trimmed in Pistachio pink and tastefully embossed with the Pistachio logo. They are very solid; the jewellery is wrapped, within the box, in Pistachio pink tissue paper.

13) I want to place an order now but don’t want delivery until next month, what do I do?
You can, of course, place your order via the website whenever you want. If you do wish to delay delivery please contact us at info@pistachio-jewellery.co.uk or call us on 0843 458 0898.

Payment

1) Can I pay by credit card?
We can accept payment by credit and debit cards. We are able to accept Visa, MasterCard, Maestro, Delta, Switch, Electron, Solo and American Express. Sadly we cannot accept Diners Card.

2) Can I pay by cheque?
We will accept cheques made payable to Pistachio-Jewellery Ltd. Should you wish to pay by cheque you should contact us at sales@pistachio-jewellery.co.uk or call us on 0845 458 0898. See our contact page for further details. If you pay by cheque, the items ordered will not be released until the cheque has been cleared, this may take up to 5 working days.

3) Can I pay by BACs or Chaps?
Please contact us at sales@pistachio-jewellery.co.uk or call 0845 458 0898 should you wish to pay by bank transfer.

4) Can I pay in foreign currency?
Pistachio can only accept payment in Sterling. All payments by overseas credit card holders will be in sterling at the rate of exchange in force at the time. Your credit card provider will be able to provide you with more information on this.

Delivery

1) How do you deliver your goods and are there P&P costs?
All items are delivered on a “signed for” basis. In the UK this service is supplied by the Royal Mail. Deliveries to overseas addresses are made by a comparable service. For UK orders, postage and packaging costs are included in the price of the item. Should you require a special “next day” delivery service an additional fee of £4.50 will be added to your invoice. For customers ordering from abroad we will contact you with regard to p&p costs prior to accepting your order. Please check our delivery policy for further information.

2) I have placed an order on your website, how long will it be before I can expect delivery?
We hope to be able to deliver orders to addresses in the UK within 3 working days. If an item is out of stock we will contact you for further instruction. Deliveries to the more far flung parts of the UK and overseas may take a little longer.

3) It’s a friend’s birthday tomorrow and I need to get a gift to them, can you help?
We can offer a “next day” delivery option for a small additional fee of £4.50. This option is available at checkout. If you do require next day delivery we need to have your order and payment by 3pm of the day prior to requested delivery.

4) I want the items I have ordered to be delivered as a gift to a friend, is this OK?
For security reasons Pistachio prefers to deliver to the billing address of the credit card holder. In order to protect against credit card fraud; if the item is to be delivered to a different address, the signature of the person to whom the goods are to be delivered will be required by the postal company at point of delivery. If an item is to be delivered to an address other than the card holder’s, Pistachio may need to make additional checks to verify the transaction.

5) I am staying at a hotel and would like the items delivered to me there, is this OK?
Due to the level of fraud currently being experienced through internet transactions, Pistachio is not able to make deliveries to hotels, offices, PO boxes, temporary accommodation etc.

Returns

1) I bought an item from your site and I don’t like it, what can I do?
Pistachio operate a “If you’re happy, we’re happy” guarantee. This means that if you receive an item from us, for 14 days from receipt, you can return it to us no questions asked. All we ask is that the item is returned unused, in the condition it was supplied with all its packaging. We will refund your money to you within 30 days of receipt of the returned goods. Please see our guarantee page and our returns page for further details.

2) I bought an item from you and it is faulty, what do I do?
Items from the Pistachio Collection are handmade. From time to time faults may occur. Pistachio is happy to replace, repair or refund items which have developed genuine faults within 6 months of purchase. Please refer to our returns page for more information.

3) I have been sent the wrong item of jewellery, what should I do?
Please notify us immediately if there is an error on your delivery. Call us on 0845 458 0898 to arrange rectification of the problem.

4) I have received a delivery and there are items missing from the invoice, what should I do?
Please notify us immediately if there is an error on your delivery. Call us on 0845 458 0898 to arrange rectification of the problem.

5) I have received a delivery and the package is severely damaged, what should I do?
Please notify us immediately if there is any problem with your delivery. Call us on 0845 458 0898 to arrange rectification of the problem.

Stockists

1) Do retailers sell your jewellery?
Yes. Pistachio has been selling its jewellery through retailers across the UK since 2000. Please see our stockists page for information regarding stockists near you.

2) Why should I check out one of your stockists?
A bricks and mortar stockist can offer a level of service we, as an internet based operation, cannot. You can see the physical product, see the colours clearly, feel the weight of the items and, of course, try them on. Though we do offer a 14 day money back no questions asked guarantee, you may find it more straight forward and quicker to check out a stockist.

3) If I don’t like an item bought from your web site can I take it back to a stockist?
No. www.pistachio-jewellery.co.uk operates independently of Pistachio Jewellery stockists. An item bought through the website should be returned to the website. Similarly items purchased from a stockist should be returned via the same stockist.

4) I visited a stockist and the price of the item I wanted was different from the one on your website, why is this?
Stockists are free to charge whatever they like for items for sale in their shops. They offer a very personal service and pricing will often reflect local conditions. www.pistachio-jewellery.co.uk has pitched its pricing policy at an average level of retail prices. You may, therefore, find some retailers charging more and some charging less.

5) I visited a stockist and they did not have everything from the Pistachio Collection, why?
Stockists will stock whatever they feel appropriate for their market; it is most unlikely that any one stockist will stock all of the Pistachio Collection which is, as you can see, large! Most stockists will be more than happy to assist you in tracking down an item you have seen on this site.

6) I have seen an item on your website and I want to order it from my local stockist, how should I do this?
All the items on our website carry a catalogue number; if your local Pistachio stockist doesn’t have the item in stock, they will be able to order it for you. Many of the stockists have access to our wholesale website and should be able to trace the item with ease. Please remember that a local stockist is under no obligation to charge exactly the same price as that shown on this website (see item 4 above).

Wholesale

1) Do you sell your jewellery to the retail trade?
Yes we do. We have agents covering most of the UK, though sadly we do not have representation in Ireland nor in mid to North Scotland. If you would like to arrange a visit from one of our agents please get in touch with us by emailing us (with your contact details) to info@pistachio-wholesale.co.uk or call us on 0845 458 0898. We also have a wholesale only website. Please contact us for further details.

General

1) Can you make items from your collection bigger or smaller than those offered on the site?
Generally speaking what you see is what you get. We may be able to alter certain items as a special request. Any cost in so doing will be passed on to the customer. Any customer requesting such a change to be made will be informed as to the likely cost prior to any changes being made. For more information please contact info@pistachio-jewellery.co.uk.

2) Are the items in your collection hallmarked?
All items in our collection are hallmarked as per the United Kingdom statutory regulations on the hallmarking of silver. All items in the Pistachio range are made from .925 Sterling silver. The law states that if you are selling silver it must be hallmarked. Each piece with over 7.78 grams of silver in it is hallmarked. This is the legal minimum weight for hallmarking. Some earrings and rings won’t be hallmarked because they are under this weight. They are still silver though!

Pistachio uses the Edinburgh Assay Office to hallmark its jewellery. Further information concerning hallmarking, Sterling silver and the Edinburgh Assay Office can be found at www.edinburghassayoffice.co.uk.

3) What is 925 Silver?
All our jewellery is .925 Sterling silver. This means each item is made from 925 parts of silver and 75 parts other metals. These other metals are unspecified but are usually nickel and copper. Hallmarking is a guarantee that your silver is “Sterling” or “925” silver. Sterling silver means that the silver is .925. There is also Britannia silver which is .950. Some people are of the misconception that to be Sterling silver the silver has to be mined in the UK or made here. Not true – it is just a name for the grade of silver.

4) You haven’t answered my question, what should I do?
Email us at info@pistachio-jewellery.co.uk or call us on 0845 458 0898. We’ll do our best to help you.

5) Who made your website?
Details with regard to the long suffering, deeply talented types who brought this website to fruition are given on our “links” page.

6) Who does your photography?
Details with regard to the long suffering, deeply talented types who brought this website to fruition are given on our “links” page.

Looking after Jewellery

Items of jewellery should be treated with respect. If they are looked after properly they will give many years of pleasure to the owner. Many of the items returned to us as faulty have in fact been mistreated, often unintentionally, by their owners. For this reason you may find the following helpful.

1) My jewellery seems marked with brown and black stains, what is this and what should I do?
Over time, silver jewellery will tarnish through contact with air, water, perfumes, finger marks etc. This may look like brown or black stains on the silver. If any items of jewellery do appear tarnished we would recommend cleaning the items with a proper silver cloth available from hardware stores. We would recommend that your jewellery is polished weekly to keep it at its fully alluring best!

2) Can I use silver dips or other chemical cleaners to clean my jewellery?
We do not recommend chemical cleaners as they can be very harsh. Chemical cleaners should never be used on any items containing stones, glass or plastics as they may damage them.

3) I was just helping my husband lay the patio and the stone fell out of my ring, why is this?
Joking aside, it is worth pointing out that rings containing semi precious stones, crystals and glass etc. should be treated as “dress” rings. They are made for that glamorous night out, not for doing the gardening, the pottery class, the car maintenance class, or indeed falling over in the gutter following the glamorous night out! Care should also be taken that items of jewellery are not caught in items of clothing, cupboard doors etc.

4) It was like a miracle, honestly I only wore it once and it looks like a car has run over it. How can that be?
Silver is a relatively soft metal, this is why quite complex and intricate designs can be produced in silver. Consequently care should be taken with rings and bangles such that they are not put under undue pressure. Rings and bangles do not go out of shape unless undue pressure has been applied to them. We will not replace items that have been mistreated.

5) I went out surfing for the day and my suede necklace has gone funny, why is that?
Remember to apply a little common sense to the ownership of your jewellery. We recommend that people do not sleep, shower, swim, bath, partake in sports activities, wrestle crocodiles etc. in their jewellery. In particular, jewellery containing natural substances such as wood or suede should not be worn in wet environments.

6) The other day my bead bracelet caught on a door handle and when I yanked it free it burst into many pieces, what’s the problem?
Bracelets and necklaces are designed to have a “weak spot” so that if they are caught on something it will be the necklace rather than one’s neck that suffers the consequence. If at all possible it is best to avoid catching one’s jewellery or if does happen to be very careful about untangling oneself.

7) I had an allergic reaction to a piece of silver jewellery. Why is this?
If a person is allergic to a piece of jewellery it is usually the nickel or other metals that they are allergic to. We do not suggest that any piece of jewellery offered on this site is nickel free and do not offer any guarantees with regard to allergies. If you have a nickel allergy then you should be aware that though the jewellery is Hallmarked this does not guarantee the absence of nickel from the product. If you have a severe nickel allergy we would suggest that you do not purchase the items offered on this site. There are specialist suppliers who can produce items guaranteed to be free from nickel.

On rare occasions silver can make a customer’s skin go black in the area where the jewellery is in contact with the customer’s skin. This usually happens during the summer months and is a chemical reaction within the body to the metals. It is not usually an allergy and will probably stop very quickly. Should this occur we would suggest that you avoid spraying hairspray, perfume, sun tan lotion etc near the silver. This can discolour the jewellery and may cause the reaction.

Disputes

1) I have a complaint what should I do?
Pistachio wants its customers to be happy and satisfied with the service it offers. If you have a problem or are not happy with any part of the service we offer we want to know and we will do our best to resolve any dispute. Please contact us at info@pistachio-jewellery.co.uk or call us on 0845 458 0898.

2) When I complain to you what will happen?
We will log and acknowledge your complaint within 48 hours of receipt of a complaint from you. We will then try to resolve any problem that may exist and will write or email you to let you know our position as soon as is practicable. Should you not be satisfied with our response you may pursue the following options:
I. Take the matter up with your credit card provider.
II. Take the matter up with our trade organisation the BJA. Details on the BJA may be found by clicking on the logo on our home page or by clicking the link from this page.
III. Take the matter up with Safebuy who offer an arbitration service. You may find further details about Safebuy and its conflict resolution services by clicking on its logo on our home page or clicking the link from this page.
IV. You may pursue the matter through the courts if you so wish.
V. Nothing in this site, in its terms and conditions or elsewhere affects your statutory rights.

If you have any further questions which are not answered here, please contact us at info@pistachio-jewellery.co.uk letting us know the nature of your query and we will endeavour to supply the answer.