Our website prices are at least 10% cheaper than our prices on Amazon

Customer Service

Our Jewellery and Service in a Nutshell

We strive to provide only the best quality gemstone and sterling silver jewellery pieces that will be treasured for years to come, as well as excellent value for money. We do sell on other channels and you will find that you will get the best value when purchasing through this website.

We wish you to be completely happy with your purchase and our service and have a 30 day "No Quibble" return and refund policy. 

Making A Purchase

Buying our jewellery could not be easier. Just browse our online store and add jewellery that takes your interest to the cart. If you know what you are after, use the handy website filters to quickly focus your search. When you have finished  adding items to the Cart, click on the "Cart" button where you can review and modify your selection as you wish. You will then be asked for delivery and payment details to complete your order.

Highly Secure Payment

We accept Visa, MasterCard and American Express debit and credit cards. Card processing is carried out on a secure web server and our website does not hold your personal card details. The credit card numbers are encrypted using industry standard highly secure 256-bit encryption technology. Our website meets the highest level of the Payment Card Industry Data Security Standard (PCI DSS) which is an information security standard for organisations that handle credit card and debit card information.

Free Delivery, Fast Shipping and Handling Timescales:

Our jewellery is stored in Amazon UK's warehouses already packed, ready for shipping and Amazon do our fullfillment for us. Amazon provides a very reliable and effective service using courier companies and the Royal Mail. Your order is hand delivered to the address you specify, and requires a signature for receipt. 

We offer free UK standard delivery and subsidised UK expedited delivery. Standard UK deliveries normally take 3 - 5 working days from the time of order. Expedited UK delivery is subsidised and is available for a small additional charge. Expedited UK purchases will normally be delivered to you within 2 working days from the date of your order. Please note that the delivery times for areas not classed as standard UK delivery areas (Channel Isles, Northern Ireland, Highlands and Islands of Scotland including Aberdeenshire, Isle of Man, Jersey, Guernsey and Isle of Wight) may take slightly longer.

International Delivery to Europe is subsidised and timescales vary according to Zone as follows:

Zone 1: 3-7 days (Belgium, Denmark, France, Germany, Rep of Ireland, Luxembourg, Monaco, Netherlands).

Zone 2: 4-10 days (Greece, Italy, Portugal, Spain)

Zone 3: 4-12 days (Austria, Cyprus, Finland, Gibralter, Malta, Norway, Poland)

We do not currently ship outside of the UK and Europe.

Please note that our delivery estimates are not guaranteed, although most of our deliveries do arrive on time. We cannot refund for deliveries that are delayed due to couriers or Royal Mail. If your delivery is delayed by one day, please e-mail us and we will be happy to follow it up for you.

Signature upon delivery. All of our deliveries will require a signature upon receipt. If you are not there to sign for your delivery, a telephone number will be left for you to call to make alternative delivery arrangements.

Delivery Errors. If there is any shortfall in your order or items are received damaged please inform us within 3 working days of receipt of your order.


"No Quibble" Returns & Refunds

We wish you to be completely happy with your purchase and have a no quibble returns policy. If you are not satisfied, please return your purchase with its original packaging and documentation, within 30 days of receipt. You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item. You may return an order made on our website within 30 days from delivery. For Fulfilled by Amazon orders, Amazon provide a quick and reliable shipping service as our jewellery is stored in an Amazon UK fullfilment centre, attractively packaged and ready for immediate shipping. Provided the item you wish to return is in its original condition* and original packaging, we will issue a full refund upon receipt of the item by us.

Please email us at admin@frankibaker.co.uk if you wish to return an item, so we can send you the UK return address details.

We do not offer an exchange service. If you wish to order a different item to the one you have received, you will need to place a new order and return the item you wish to exchange.

* Original condition means that there are no scratches or marks or other damage to the item being returned.

Please note that we will not refund your original delivery charges (if any) unless the item you have received is faulty or we have sent you the wrong item by mistake.

Items being returned to us are your responsibility until they reach us and we cannot accept liability for any lost or damaged items. For your own protection, we strongly recommend that you return items using a delivery service that insures you for the value of the items and requires a signature upon delivery. Please note that you will not be refunded for delivery costs incurred when returning goods to us.

Faulty or Wrong Items

If the items you have received are faulty or you have received the wrong items by mistake, please follow the procedure outlined above. You have 14 days from receipt of the faulty or wrong items to return them to us.

If you have any queries concerning our returns & refunds policy please contact us.

Portrayal of Products

Whilst every effort has been made to portray items accurately, slight variations may occur. As our jewellery is a handmade product made from natural materials, there will be variations in colour, size and texture between different items. Unlike man-made products, natural gemstones will likely have some inclusions in them. All measurements are approximate and the reproduction of colours is as accurate as photographic and publishing processes will allow.  There may also be variations in displayed colours dependant upon the calibration and settings of your monitor screen.

Product Reviews:

We wish you to be completely happy with your purchase. If you are unhappy about the delivery of your order or the quality of any of our products, please contact us so we can resolve the situation to your satisfaction. If you are pleased with your purchase, we would be very grateful for a positive product review, as this helps us and other purchasers in choosing products.

Contact Us:

If you have any queries, feedback, or have any thoughts or comments, positive or negative, about our website, jewellery or service, we would love to hear from you. You may email me personally at franki@frankibaker.co.uk

With kind regards,

Franki

www.frankibaker.co.uk