FAQ
1. How can I pay?
1.1. PayPal:
PayPal is the easiest and safest way to pay on the Internet!
Prong works with PayPal for online payments. PayPal, a company owned by eBay, allows any consumer with an email address to securely, conveniently, and cost-effectively send payments online. It is a convenient, easy-to-use, and secure way for individuals and businesses to send money online for goods and services.
After you have confirmed your order you can choose to pay by PayPal. If you you choose Paypal you will be taken to the PayPal website, from where you can send your payment.
If you already have a PayPal account, you just have to login and confirm your payment.(If you do not already have a PayPal account, you have to sign up for one.
Once you are registered, you can specify how you would like to fund your PayPal payment (debit card, credit card or PayPal balance).( Then, just click Send to make your payment. That's all there is to it!
PayPal is free for Prong customers.
1.2. Credit Cards:
We accept Visa, Visa Delta and Mastercard. You can choose to pay via our secure payment portal hosted by Barclaycard, or pay over the telephone. Please call us on 07944 236983. Transactions will show on your statement as "Prong."
2. Delivery
We ship worldwide!
Prong Jewellery items are individually handmade, and made to your individual order. Therefore, we quote a 4 week/28 days delivery time.
Very often, you will receive your order within 7 to 10 days, but there are various times of the year that we are subject to a very high order volume.
We send out using Royal Mail Special Delivery for the vast majority of web orders based in the UK. This is a guaranteed delivery service within 24hrs of posting (Not 24hrs of ordering! Your jewellery still has to be made!) and has a tracking number and insurance. Larger orders will be sent via courier, and international orders via Royal Mail Aisure or International signed for depending on the destination.
If you need your item for a particular date, PLEASE TELL US! Please make a note in the Customer Notes section when you place your order, and Prong will endeavour to deliver your goods for your special occasion. This is not a guarantee, and if it is not possible to meet your deadline, we will inform you via email. If you would like to check with us before you place your order, then email us or phone us and we will help answer your questions!
3. Returns and Exchanges
If you are not happy with your Prong, we want to help! You must let us know within 7 days of receiving your goods if there are any problems. We will happily exchange your item for another of equal value, or issue a credit note for you.
If your Prong arrives faulty, or not as described, we will refund you the full cost of the goods, not including the shipping.
In all cases, you will be responsible for returning the goods to us, including all original packaging. Refunds and exchanges will only occur when the goods have been received by us.
We would strongly recommend that all exchanges and returns are sent to us by Recorded Delivery as we cannot be held responsible for goods lost in transit.
The refund will be send to you within 30 days after receiving your damaged items.
Note that we do not refund nor exchange any item(s) that show signs of deliberate damage.
The new item(s) will be sent to you at our cost.