FAQ

How do I order goods?

All of the items you see on our website are available to buy online. Simply click on the item you wish to buy and click 'add to cart'. You can then go back and add additional items to your shopping basket or 'proceed to checkout'. Please note that in order to complete your order, you will need your credit, debit or charge card details handy, including the billing address for your payment card. 

Can I place an order by phone?

Yes, you can. Please call us on 01276 35297 to place your order or contact us by email if you have any queries or require any assistance with placing your order. 

Can I try before I buy?

We usually have samples of pieces at our studio and therefore we are happy to send these out to you secured with a deposit. They must be returned within 7 days. Provided items are returned within that timescale in the same condition in which they left our studio with security seal in tact and in original packaging, your deposit will be returned less postage charges. You will be responsible for returning the items to us recorded delivery.

Do you accept orders placed from abroad?

Yes we do. Payment for orders can only be made in pounds sterling (£) using one of the following payment cards: Visa, MasterCard, Solo, Switch, Visa Debit, Visa Electron and Switch. Please refer to our delivery page for further information on the applicable delivery charges. 

Is it possible to modify pieces or have a bespoke piece made for me?

Yes all our pieces can be modified to suit your requirements. Please contact us prior to ordering to enquire about any particular adjustments you would like and we'll let you know if it is possible. In addition, we also offer a full bespoke service. Simply tell us what you want and we will design and make your piece exactly to your requirements, where possible. Please note that bespoke items, or items which have been tailored to your individual requirements, are non-returnable. 

How is my gift packaged?

Your piece is sent to you in a beautifully presented signature Donna Crain rigid keepsake box.

How do I pay for my goods?

We accept online payment in a secure environment by payment card and we currently accept the following cards: Visa, MasterCard, Solo, Switch, Visa Debit, Visa Electron and Switch. We also accept payments over the telephone or via paypal. 

Do I have to pay import charges?

Any customs or import duties are levied once your goods reach their destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Donna Crain is not liable for any import charges whatsoever. 

What shall I do if I have a complaint?

If for any reason you have a complaint please do not hesitate to contact us via any of the methods described on our contact us page. We approach all criticism and complaints with the highest regard and it is our policy to address all complaints within five working days. 

I have received a gift and I don’t like it. What shall I do?

Unfortunately we are only able to process returns and refunds when dealing with the original purchaser of the goods. This is to protect the security interests of the original purchaser. If you are unhappy with your gift, please inform the original purchaser so that they can return the gift to us for a full refund. Please refer to our returns & refunds policy for further information. 

Returns & Refunds

We trust you will be delighted with your purchase but if for any reason we fail to meet your expectations, you may return or exchange within 7 days of receipt. Providing the items you wish to return are unworn with security tag intact and remain in a resalable condition with their original packaging, we will issue an exchange within 14 days of receipt. We can only take responsibility for returns which are received at our studio. For your own protection you should obtain a Proof of Posting from the Post Office so that you can claim from them for any lost parcels. Please note that we do not refund delivery charges, or the cost of returns postage. We regret that bespoke items, or items which have been tailored to your individual requirements, cannot be returned for refund.

We are unable to accept the return of earrings in compliance with current Health & Hygiene Regulations.