FAQ (Frequently Asked Questions) Page
1. How do I know my order went through properly?
Immediately after your order is placed, you should receive an automated email with your order information. Within the next 48 hours, you should also receive a 2nd email from one of our customer representatives stating the actual ship date for your package. Please note that customers with high spam filters or blocks in their email accounts (i.e. aol, yahoo, hotmail, etc) may have trouble receiving these messages. Alternatively, you can always check your order status by logging into your account and clicking "View Previous Orders." If you did not receive any confirmation email from us or there is no record of a purchase in your account, please contact us and we will be glad to look up the status of your order.
2. How can I recover my forgotten password to login to my account?
You can recover a forgotten password by visiting Password Retrievel. A new password will be immediately sent. Customers with high spam filters or blocks in their email accounts (i.e. aol, yahoo, hotmail, etc) may have trouble receiving these messages, so be sure to check your spam/junk mailboxes. If you are unable to retrieve a new password through our automated system, please email us and we can manually reset your password.
3. When will my order be shipped?
We ship within 1-3 business days after receipt of payment. Express orders made by 7:00am PST can often be shipped the same day. Otherwise, Express orders are shipped by 3:00pm PST on the following business day.
Please note that we cannot always guarantee the availability of items. Should there be a problem with your order, we will notify you of this via email.
Exclusive items and domestic orders totaling $200.00 and over will be shipped with signature confirmation. In some cases, we can ship to a valid work address if this is more convenient. If shipping to a work address, be sure to include your full name as well as your company name. Additionally, we reserve the right to send packages with signature confirmation in cases where we believe a signature receipt is appropriate for the safe delivery of your order. If you will not be available to receive your package at home, we highly recommend having your package shipped to a valid work address.
4. What is your credit card payment policy? Can I have my package shipped to an alternate address or to another person?
Please note that packages will be mailed to the same address as your credit card billing address or confirmed paypal address. If you would like to have your package mailed to a different person or a different address other than your billing address, you must:
1. Email us prior to making your purchase for approval, OR
2. Use "google checkout". We can ship to an alternate address only for orders paid through google checkout. Please note that your order must pass all security checks with google checkout before it will be approved. During the checkout process, choose "google checkout" as your payment option. If you do not already have a google account, you will need to sign up for one.
We verify all credit card payments. If inconsistent billing and/or
shipping information is submitted, this will either delay your
package or cause your order to be cancelled.
You must also be the actual credit card holder to place an order, meaning that we will not accept any other user of a credit card, even if you are a spouse, relative, friend, or other authorized user of the card. We reserve the right to request additional verification or information before accepting any order and may require a faxed copy of your credit card and identification clearly showing your billing address. If we suspect that an order has been made under fradulent circumstances, it will be cancelled.
5. Do you charge sales tax?
Tax will be added only to Nevada sales at 7.75% of merchandise total, excluding shipping.
6. What payment methods do you accept?
We accept:
1. Credit cards (Visa, MasterCard, or American Express)
2. Paypal (to confirmed addresses only)*
3. Checks (there is a 10 day holding period for clearance)
4. Money orders (made in US funds). International money orders are subject to a bank surcharge.
If you would like to pay by check or money order, or call in your credit card information, please FIRST email us your order. We will then reply with further payment instructions. After we receive your email order, we will hold items for 5 business days. If payment is not received within that time frame, items will be put back in inventory.
* We accept paypal payments to confirmed addresses in the United States, Canada, and United Kingdom only. Because paypal does not offer confirmed address status for other countries, we unfortunately cannot accept paypal payments coming from any other country. You will need to submit payment by credit card instead.
7. Why was my credit card payment declined?
Credit card payments are often declined because of inconsistent credit card billing and/or shipping information. The billing address you enter must match your credit card billing address, or it will be declined. Correct your billing address and re-try your order.
8. Is is safe to provide my credit card information?
You can shop at www.regencies.com online with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to offer safe and secure credit card and electronic check transactions for our customers.
The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card and electronic check processing networks (see an online payments diagram). The company adheres to strict industry standards for payment processing, including:
- 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
- Industry leading encryption hardware and software methods and security protocols to protect customer information.
- Compliance with the Payment Card Industry (PCI) Data Security Standard.
www.regencies.com is registered with the Authorize.Net Verified Merchant Seal program.
9. What is your privacy policy?
We respect your privacy, and will never share your private information with outside companies.
10. What are the conditions of a coupon code?
Coupon codes are valid only on orders placed through our website. Coupon codes cannot be applied to past orders, special orders, or sale items. We reserve the right to cancel coupon codes at any time without notice. Returns made on purchases that used a coupon code will be refunded the item price less any coupon code savings, where applicable. Coupon codes that require a minimum purchase amount will be deducted from any returns that fall below that amount. For example, a customer makes a $225.00 purchase using a "$20.00 off $200.00" coupon code. Customer returns $50.00 worth of items, causing purchase total to fall below $200.00 minimum amount. Refund will be reduced by $20.00 coupon code.
11. What is your return policy?
Special orders, exclusive items, & sales items are FINAL, meaning that they are non-returnable or exchangeable. Special orders are items specifically ordered for a customer. Exclusive items are noted in an item's description and state "Please note that because of the exclusivity of this piece, it is not returnable or exchangeable." Sale items are any discounted priced items, with prices noted in red.
For items that are returnable, we accept returns postmarked within 15 days after the item is received, in original unused condition. Orders placed All tags, cards, and/or pouches must be included with your return. Please email us BEFORE returning merchandise for a return authorization number (RA #). The RA number must clearly be written on the outside of your package, or it may be refused. No returns will be accepted past 30 days. All unauthorized returns will be sent back at the sender's expense.
Shipping charges are non-refundable. Refunds will be reduced by any
discounts or coupon code savings, where applicable. Returns totaling
$100.00 and over will be subject to a 5% restocking fee to cover the
cost of the sale. If you are ever in doubt of an item, please email
us prior to buying to avoid costly returns and disappointing purchases.
Items received as a gift must be accompanied by the original receipt and may only be exchanged. Please see below for our exchange policy.
We highly recommend shipping items back insured as we cannot be responsible for lost/damaged packages. Be sure to package returns well, as items damaged from improper packaging will be subject to a minimum $10.00 repair fee. A good rule of thumb is to gently shake your package - if it is packaged well, there should be no or minimal jiggling.
12. What is your exchange policy?
We will accept exchanges, provided you email us BEFORE returning merchandise. We will hold exchanged items for 10 days thereafter. Shipping charges may be applied to any exchanges.
13. What is your repair policy?
We offer a 30 day repair policy. Should you experience a problem with your item within 30 days, we will promptly repair or replace it free of charge. Should we not have the item in stock for replacement, the piece will be sent back to the manufacturer for repairs, which takes approx. 3-6 weeks to complete.
Email us for a return authorization number and include a detailed explanation of the problem. Repairs beyond 30 days will be handled on a case-by-case basis, and may only be repaired, and not replaced even should we have the item in stock. You will be responsible for shipping/insurance costs in returning the item back to us. Because our products come from around the world, a repair charge may also apply. Although we make every effort to help with repairs, some of our designers periodically retire pieces each Season and may not have the capabilities or materials available any longer to restore certain items. Please note that repairs will only be honored for manufacturing defects, NOT obvious abuse or mis-care so be sure to take proper care of your items.
14. How do I properly care for my jewelry and accessories?
Always treat your jewelry and accessories with respect. Although we cannot provide a comprehensive care guide, following a few simple guidelines will help ensure that you can enjoy your pieces for years to come.
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Always remove jewelry and/or accessories when washing hands, showering, or swimming. Moisture can cause stones to dull and become loose.
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Never leave pieces in extreme heat or direct sunlight over long periods of time as this may cause colors to fade.
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Do not spray or apply any alcohol or oil based perfume, hairspray, body lotions, hair grooming products, etc. on or near pieces. The alcohol or oil content will cause lucite beads to crack and will dull the finish of crystals and metal parts.
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To clean your jewelry, use a dry soft cloth. It is best never to submerge in cleaning solution or water unless specifically recommended by a cleaning professional.
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To protect your silver jewelry from contact with other metals and moisture, store them separately in a small bag and clean them using a silver polishing cloth.
15. Why is an item I purchased, or previously saw, no longer visible on your site?
We maintain a constantly updated inventory system. Items that become out of stock are automatically removed from our site. If you purchased the last item we had in stock, the item will no longer be visible. Email us directly to obtain a photo of your item.
16. Do you accept special orders on out of stock items or items not currently shown on our website?
Because of the time and costs involved in special orders, we will often not accept special orders under $100.00. However, if you are interested in an item not currently in stock, please feel free to email us and we will be happy to let you know if and when the item becomes available again.
17. Are gift boxes included with items?
For most of our jewelry items, we include either a gift box or pouch. However, we often pack more than one item in a gift box. If you would like a gift box and/or pouch for EACH of your items, please note it with your order.
18. Do you sell wholesale?
No. Please do not contact us regarding wholesale information as wholesale questions will not be answered. We are a retail only company.
19. What is your legal disclaimer policy?
Any unauthorized use of materials appearing on this site may violate trademark and other applicable laws and could result in criminal or civil penalties. None of the materials used on this site may be copied, reproduced, modified, transmitted, or distributed by any means without prior written consent. Our website may be used strictly for shopping on our site or placing an order on our site and for no other purpose. All trademarks, registered copyrights, and logos are the sole property of their respective owners.
20. What is your orders and pricing policy?
Regencies.com is not responsible for typographical, photographic, technical, or pricing errors listed on our website. We reserve the right to cancel any order. We also reserve the right to adjust prices without notice.
21. Who can I contact if I still have a question?
We are always happy to answer any questions or concerns you may have and do our best to reply within 24 hours. Please send your email to: sales@regencies.com
Be sure to read our Shipping Page for more information about our shipping policies.
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