Frequently Asked Questions

Ordering

Tracking your order is easy! Simply go to our "Order Tracking" page and enter your order number and your email address to find out where it is (#.....).

All this information is also sent by email to the address you gave when you placed your order. Please contact us at info@snake-jewelry.uk if you encounter any problems at this stage, our customer service will be happy to help you as soon as possible.

The Snake Jewelry team sincerely apologizes, we are doing our best to keep you informed throughout the delivery of your order.

We also update this information on your customer area, to access it simply log in to your account and use the delivery tracking URL link with your tracking number provided by the carrier to know exactly where it is and when.

For more information, please contact our customer service team who will be happy to help you as soon as possible.

Due to the current high demand as a result of the COVID-19 health crisis, our delivery times are longer, but our order picking team is doing its utmost to reduce them as much as possible.

In addition, the freight transport sector is currently under great pressure. This affects the time it takes for our products to arrive at the ports and may result in a change of shipping date or a delay in the delivery of your order. We will do our utmost to ensure that your orders are dispatched as quickly as possible.

If you have any problems, please contact us at info@snake-jewelry.uk or see our Ordering section for more information.

A small number of orders from China have been delayed due to the current COVID-19 situation. We are working hard to gather as much information as possible about this health crisis and will keep our customers informed of the status of their orders as soon as anything changes.

However, if you have any other problems with your order, please check our items in the Order section or contact us at info@snake-jewelry.uk.

Our delivery team is committed to preparing your orders with care and as quickly as possible, but we are not in a position to speed up the dispatch of your orders as we want to send them to you in the best possible condition.

Are some elements missing? We are very sorry for this inconvenience. Your missing packages should not be long in coming, however if within 48 hours after the first delivery you have not been delivered, we invite you to contact us, our customer service will be happy to help you and find a solution to this problem.

The entire Snake Jewelry team sincerely apologizes. Occasionally, the shipment of your orders may be delayed due to the health crisis and the deadline may be slightly exceeded.

For this, you can check the status of your order by going to our "Order Tracking" page with your order number (#...), the delivery tracking information is updated very regularly.

For more information, we invite you to contact us by email at info@snake-jewelry.uk, our customer service advisors will be happy to help you as soon as possible.

Delivery

Once your order has been placed, we send you a confirmation email indicating the estimated preparation and shipping time (usually 48 to 72 hours).

When you receive this email, it means that your parcel is on its way to our carrier. The latter will contact us directly within 72 hours to arrange a delivery date with you.

For any other request concerning the delivery of your order, discover our articles in the Delivery section or by contacting us.

We do offer the possibility of ordering several products, but this is only possible if all products are delivered by the same carrier and with the same delivery option (standard or secure):

- If all products are delivered by the same carrier and with the same delivery option (standard or secure).

- If the delivery times are not too far apart.

In this case, we will be able to make a grouped delivery of your items. However, as our watches are produced by a number of manufacturers, our products may arrive at our delivery services on different dates and may have different delivery times.

But don't worry, we will keep you informed throughout your order so you can track the arrival of your various products.

If you have a problem with the delivery of your order, please do not hesitate to contact us by email at info@snake-jewelry.uk, our customer service will do its best to find a solution with you.

We confirm the shipping preparation for each product when you receive your order confirmation by email.

In general, it will take between 1 and 2 days of shipping and between 5 and 20 days before you receive your package at home once the order has been validated and shipped on our website.

First of all, the Snake Jewelry team would like to apologize to you. In the event that the product received is not the one you ordered, we invite you to contact our customer service as soon as possible to inform them of the references received and not received. Customer service will get back to you with a clear and precise answer within 24 to 48 working hours.

Of course! If you would like to give us additional details for your delivery, you can contact us and our shipping department will add these.

However, for organisational reasons the request should be made to our services up to 24 hours after placing your order as it is not always possible to add new details if your order has already been dispatched.

We have developed our products so that small and large orders can fit into a box that we have designed to be as compact as possible.

This is primarily to limit the carbon footprint of transport but also to make it easier for you to receive them in your letterbox if possible. All shipments are made by our most reliable suppliers who ensure carbon neutrality.

First of all, the Snake Jewelry team would like to sincerely apologize if this happened. This happens very rarely and we are sorry that you have not received your order.

We invite you to contact us so that we can investigate with the carrier and find a solution as soon as possible to this problem.

Products

At Snake Jewelry, we are here to advise you even on the maintenance of your products, because what's worse than a piece of jewellery in bad condition!

Firstly, you can dust your product with a soft cloth as often as you like. If the jewellery is dirty or stained, clean it with a slightly damp, soapy, non-abrasive sponge and then wipe with a soft, dry, lint-free cloth.

Avoid direct exposure to sunlight, artificial sources of heat and air conditioning or other aggressions to the jewellery such as humidity etc...

Oops! Unfortunately, we are unable to process orders by phone at the moment. Please do not hesitate to contact us, our customer service will be able to guide you step by step through the ordering process in our shop.

At Snake Jewelry, you have several options for searching for our products :

- The search field at the top of the page, you can enter one or more search terms. You will then see a selection of different search suggestions, categories and products.

- Also, you can directly access a selection of suitable jewellery using the categories on our homepage.

- On the respective category pages, you have the option of refining your search using the specially designed filters.

Visit the homepage to discover our products according to your taste and preferences!

At Snake Jewelry, our product sheets are filled in as accurately as possible in order to provide you with as much information as possible.

However, you can also contact our sales advisors by email at info@snake-jewelry.uk who can provide you with all the information you need as quickly as possible.

The availability of our items is displayed just below the "Add to Cart" button when you click on it.

If your product is automatically added to your shopping cart, this will show that it is available and ready to be delivered by our services.

Nevertheless, an error message will be indicated if the product is no longer available in our warehouses so that you do not make any mistake on a reference that is no longer in stock for the moment.

Made by our various partner designers and collaborators from Asia, our catalogue of products is selected by the care of our teams in order to satisfy our customers.

The materials have very strict quality controls in order to offer the best. Snake Jewelry is committed to respecting these selection criteria in order to be in line with its values while offering products at the highest level of its market.

Payment

Yes, we only keep an imprint for your future orders and enough information to allow you to recognize your card in your customer account:

- The last 4 digits of your credit card number

- The expiry date

- Type of card (Visa, Mastercard)

- The name of the cardholder.

In addition, we only authorize the transaction if the registered card has already been used for the chosen delivery address. This reduces the risk that if your Snake Jewelry account is hacked and your credit card details are used for an address other than your home address or the last address where you were delivered.

First of all, remember to check the validity date of your discount code and also to respect the box by entering your code without putting a space in it. Remember to empty your computer's cache, if your code works, a text will be displayed to indicate that your coupon has been taken into account.

The codes cannot be combined: if you have several, only one of them can be used for your order.

Once you have followed these procedures, if the code does not work, please contact our shop's customer service by email at info@snake-jewelry.uk.

When you make a payment by credit card, a check is made for security reasons. There are several reasons why your payment may be refused. We invite you to contact your bank directly for more information on the conditions of transaction when purchasing on the Internet.

Furthermore, our site is secured with 3D SECURE technology. Your bank may send you a code by SMS to be entered during the banking transaction to verify that you are the cardholder. If you do not receive the code, please contact your bank directly or our customer service department who will deal with you as soon as possible.

In the shopping cart area, enter the code in capital letters, without spaces, exactly as it has been presented to you. Your code may be subject to a minimum amount (excluding delivery charges) which can be found in the terms and conditions of the promotion.

Please contact us if you encounter any problems while adding your discount code.

Unfortunately, you can only pay by credit card. However, if you order in quantity for a company for example, we invite you to contact us, our customer service will deal with your request as soon as possible.

Cancellation And Return

You can cancel your order at any time and receive a full refund. Simply contact us by email at info@snake-jewelry.uk before the product is shipped from our distribution centre.

If your order has already been delivered, please contact us within 14 calendar days (including Sundays and public holidays) of delivery. You will be refunded the full amount of your order except for the cost of return (which varies from €5 to €60 depending on the items you are returning).

The return costs will be applied as soon as your order is shipped (i.e. as soon as the carrier takes charge of your order).

First of all, we are very sorry that this is the case and apologise to you.

However, we have put in place very strict quality controls, both at the manufacturers and at our delivery warehouses. Breakage is therefore exceptional but possible in certain cases.

We invite you to contact us as soon as possible after delivery by sending us photos of the damaged areas of your item, our customer service will then explain the options available to you quickly.

Sometimes even the best can't be exactly what you want and we understand that. That's why you have 14 days to let us know if you want to return an item, even if it's undamaged.

However, if you change your mind after the 14 day period has expired, we will unfortunately not be able to take back your item, so you must inform us of your decision to return within 14 days of receipt at info@snake-jewelry.uk.

You will receive a full refund (minus any return or collection costs) once we have received the item in our storage warehouse.

If you wish to return a product to us, please see our Refund Policy page for any return fees that may apply or contact us if you require further information.

You must inform us of your decision to return your order within 14 days of receipt.

However, you will have 60 days to send us your package depending on your choice of carrier. You will receive a full refund (minus any return or collection costs) once we have received the item.

We fully understand that you may change your mind and having your feedback may help us in making future decisions. If, after receiving your order, you find that the shape or finish is not to your liking, you are free to return it.

Please contact us within 14 calendar days (including Sundays and public holidays) of delivery and include the details of your order and our customer service team will be happy to deal with you and arrange the return.

Of course! Our delivery partners maintain contactless delivery, at your doorstep or in the room of your choice according to the information provided during order validation.

For the safety of all, we ask you to apply the barrier gestures and to wear a protective mask when delivering your product to the room of your choice.

For any other request (delivery, product, refund...), we invite you to consult our various headings on our frequently asked questions page or contact us, our customer service will be pleased to help you as soon as possible.

At Snake Jewelry, the health and safety of everyone is one of our priorities. Our various teams have done their utmost over the past few months to adapt to the COVID-19 situation and offer you new services.

Today, we continue to support our customers and employees every day with a reinforced health protocol in order to remain protected:

- Our customer service teams provide answers to your questions by working at home as quickly as possible.

- At the time of delivery, our partners ensure a home delivery without contact or protected with a mask if it is necessary to bring your products inside your room.

- The preparation of the orders is done with limited manpower in order to reduce as much as possible the contacts while keeping a good organization in the expedition of your orders.

Yes, at Snake Jewelry online sales are possible every day and without any limits, our teams of web developers do their utmost to validate all orders so that they are shipped as quickly as possible.