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Customer Service

Our company details are as follows:

Palenque Jewellery (Chester) Ltd,
60 Low Petergate, York, YO1 7HZ

Company Number: 0429510

Contact telephone: 01904 638152
Contact email: orders@palenque.co.uk Please use this email address as the main way of getting in touch. We will get back to you as soon as possible.

 

Shipping & Delivery

Delivery
All deliveries are subject to stock availability and authorisation of your payment. We can advise you of availability of any out of stock items. As our website is live and interactive, we aim to only show ‘in stock’ items. If there is high demand for certain item, the website may show that the item is ‘in stock’ when fact it is out of stock. In such an event will be contacted as soon as possible. Any payment taken will be refunded if we cannot fulfil the order. 

If you have specified a separate delivery and invoice address, the invoice and receipts will be emailed directly to the bill payer.

A signature will be required upon delivery of the goods. Receipt of a signature at the delivery address will be proof that the order has been delivered.

Delivery Times
Our standard delivery time is 48 hours. If we receive an order online before 1pm we will aim to despatch the order that same day, but this is not always possible and doesn't include weekends. We will advise you of availability of any out of stock items. Our aim is to show only items that are in stock items, however, due to the fact we are a small operation, sometimes regretfully this is not always possible. If delays are likely for whatever reason, or we cannot supply you with what you have ordered, we will notify you as soon as possible.

Overseas Delivery

We are happy to accept orders for delivery to any part of the world. Posting and Packing charges will apply according to destination and the details entered automatically at the checkout. Overseas order will be sent via International Registered or International Recorded Delivery depending on the country of destination.

1) Simply browse through our product catalogue
2) Select the items you wish to purchase by 'clicking' the buy now button
3) The items are now stored in your shopping cart

Each item you order from 'PALENQUE ONLINE' is sent to you enclosed in a complimentary gift box. Take advantage of our gift-wrap service and your gift to a friend or loved one will be perfectly presented with a gift tag and delicate ribbon decoration.

Gift Wrap Service
All you have to do is order the service at the checkout. Let us know your personal message and provide the delivery address details, and we will do the rest. The invoice and receipt will be sent to the cardholders address separately. The charge for gift-wrap is just £1.50 per item.

Privacy & Security

Data Protection
We are committed to protecting your privacy and the security of any information given to us in order for us to process your order.

Our Data Protection Policy
We will not gather or hold personal information about you unless you have given your express permission for us to do so. By placing an order, you will consent to the use of such personal information. Any personal information held or processed will be kept up-to-date and will be destroyed as soon as the reason for its collection or processing has lapsed. No personal data about customers will be passed to any third party, except to fulfil the delivery of the goods to you, and as is necessary to process credit or debit card payments. Your privacy and confidence will be respected at all times.

What Information is collected about you and how is it used?

When you place your order we will collect your name, address, e-mail and telephone number as well as details of the method by which you intend to pay for the Goods. This information allows us to process your offer to purchase Goods and delivery of those Goods to you. We use your e-mail address to send you notification of the status of the order. We will contact you by e-mail or by telephone if any problems occur regarding delivery of the Goods to you. This information may be provided to third party service providers for the purpose of processing your offer to purchase the goods. We may use your e-mail address to send you information about products, services, promotions and special offers where you have given your permission for us to do so by checking the box on the Delivery details page.

Third parties
We will not sell or pass your details to third party organisations except for the purpose of processing your offer to purchase the goods.

Consent
By making an offer to purchase Goods, you consent to us using the information you provide for any of the purposes mentioned.

Cookies
Cookies are small pieces of information that are sent from your browser to our web server. On this web site, cookies are used to keep track of the items you place in your shopping basket. These cookies expire after 24 hours. We do not store any personal information in the cookie; they are designed only to collect information of an anonymous nature. We will not combine such anonymous information with your personal details. You will need to ensure your cookies are enabled to allow you to purchase from our site.

Security
Palenque.co.uk is a secure shopping website. We recognise the importance of security for the credit and debit card details and other information you communicate with us over the Internet.

Below are listed details why shopping at Palenque.co.uk is safe:

palenque.co.uk use the industry-standard Secure Socket Layer (SSL) technology to encrypt your personal information including credit/debit card numbers and name and address details. In simple terms, the encryption process takes the characters you enter and converts them into encrypted/coded characters that are then securely transmitted over the Internet. 

Subject Access Request

Upon your written request, we will (within 40 days of such a request being received by us) supply to you details of the personal information that we hold about you. You must specify clearly what information you require: we are not obliged to supply you with information that is not specifically requested by you. Under the terms of the Data Protection Act 1998, we will charge you £10.00 for providing such information. Once we have received your written request and payment of the fee, we will respond to your request within 40 days. You should note that, under certain circumstances, we will not be obliged to disclose the requested information to you, in which case we will explain to you the reasons for our refusal.

Returns & Replacements

The Palenque Online 100% satisfaction guarantee

All of our online jewellery carries a full money back guarantee. Any items, except earrings*, can be returned within 14 days for a full refund or exchange. Please ensure that the goods are in perfect condition, unused and in their original packaging. Remember to include your name, address and order number and to specify whether you would like a refund or exchange. (Please note that refunds only apply to our online orders and not to purchases made in our shops).  Any items returned after 28 days are not eligible for a refund (unless faulty), in these instances you will be offered an exchange or credit to the value of goods purchased.

Christmas Returns. If you are buying jewellery which is intended to be given as a gift for Christmas, you will have 14 days from Christmas to return any unwanted items. If you are unsure, please get in touch at orders@palenque.co.uk and we will sort out any queries from there.


Returned goods which are lost in the post, arrive damaged or in an unfit condition for re-sale, will NOT be refunded, and the delivery charge for the original order will not credited.

Goods despatched by Palenque that are damaged in transit, will be replaced at no extra cost, with free delivery. Please inform us of breakages immediately upon receipt of your order or within three days.

* Palenque reserves the right to refuse exchange of earrings for reasons of health and hygiene. If you are returning an item, you will be responsible for the postal costs, unless the item you are returning was sent to you in a faulty condition.

Ordering

How to Order Online

5 easy steps to ordering online:

1) Browse though our product catalogue
2) Add items to your shopping cart by clicking the buy button next to your desired product: you are then directed to the shopping cart page
3) In the shopping cart page you can select to go to checkout, alternatively you can choose to carry on shopping. If you select to go to checkout you will be prompted to Login(existing customer) or Register(new customer)
4) Once you have logged in/registered you will be directed to the shipping page where you can amend your delivery details and shopping basket contents if desired
5) Finally you will be directed to the secure payment page.

Security
palenque.co.uk is a secure shopping website. We recognise the importance of security for the credit and debit card details and other information you communicate with us over the Internet.

Below are listed details why shopping at palenque.co.uk is safe:

palenque.co.uk use the industry-standard Secure Socket Layer (SSL) technology to encrypt your personal information including credit/debit card numbers and name and address details. In simple terms, the encryption process takes the characters you enter and converts them into encrypted/coded characters that are then securely transmitted over the Internet.

Sending a Gift
Each item you order from 'PALENQUE ONLINE' is sent to you enclosed in a complimentary gift box. Take advantage of our gift-wrap service and your gift to a friend or loved one will be perfectly presented with a gift tag and delicate ribbon decoration.

All you have to do is order the service at the checkout. Let us know your personal message and provide the delivery address details, and we will do the rest. The invoice and receipt is always emailed to the cardholders email at the time of order. The charge for gift-wrap is just £2.50 per item.

By Telephone
Telephone your nearest shop where our helpful and knowledgeable staff are available to answer enquiries and take orders on the telephone, between 10am and 5.30pm every weekday. 
Outside of these times please contact us by e-mail at orders@palenque.co.uk.

Please have the following details ready: 
" The product name, item code and size where applicable. 
" Specify any items to be delivered as gifts, with their message and delivery address. 
" Your credit card details (we accept Maestro, Solo, Visa DebitCard, Visa, MasterCard, Delta, Visa Electron, Amex). 
Payment may be made by any of the methods above and will be debited when we process your order. The total amount you pay is the same, regardless of the payment method you use. Payments will not be taken until stock orders and availability have been confirmed.
Payment will be processed using the services of Streamline. Streamline is a service provided by National Westminster Bank Plc. NatWest is a member of The Royal Bank of Scotland Group.
We will confirm that the items are in stock and when they will be delivered.

Thank you very much for shopping with us!

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