FAQ's

Below are the answers to some questions we're often asked.

If you still can't find an answer to your question, please contact our Customer Services team on 0871 720 1188 (international callers +44 1506 467286). Our team is available from 9.30am to 5.30pm GMT Monday to Friday.

Visit our Contact us page for alternative contact options.

 

Orchira:

How do I contact you?

Please fill in an email enquiry sheet which can be found within the Contact Us section of the website or alternatively call 0871 720 1188 (international callers +44 1506 467286) to speak to one of our customer care advisors. Representatives are available 9.30 am to 5.30 Monday to Friday GMT.

How can I get an Orchira Catalogue?

A copy can be requested via the ORCHIRA website using our enquiry form on Contact Us page to receive a copy.

What are your Terms and Conditions?

Please check our Terms and Conditions section at the bottom of the home page.

 

Products:

Are Orchira Pearl’s real pearls?

Yes, we use only 100% authentic cultured pearls and natural gemstones.  Orchira jewellery only selects the top 5-10% harvest of freshwater pearls grown from mantle tissue not a solid bead nuclei;  As all our pearls are grown from natural oysters, they are not man made, so a certain amount of natural blemishes is normal and should be tolerated for naturally formed gems.

What colours are natural?

Cream, white, peach, golden peach, pink, purple, grey purple

Why can there be differences in the natural colour?

Because pearls are naturally formed in an oyster, their colouring and condition are dependent on the quality of the water in which they grow. Different minerals and their levels in the water, have an effect on the colour. This is then reflected in the actual pearl colours; creams can be light or darker, the peaches again pale or almost orange with intensity, the pinks can be pale or almost light purple. That is the beauty of the natural pearl.

How can there be so many colours?

To create the many colours used today, sometimes pearls are enhanced with colour dying process using natural dying agent. As pearls are natural gem, there are plenty of pores on the surface of each pearl, the pores then absorb the dying agent deep inside the pearls to get the variety and intensity of colour which will last very long without fading; even then you can create magnificent variations by using a peach or pink pearl as the base before colour enhancing.

How do I take care of my jewellery?

Great care has been taken in creating your jewellery. To protect it and contribute to its longevity, there are a few care tips to follow on the Pearl Dossier section of our website.

What sizes do Orchira Bracelets come in?

Our standard size is 20cm

How do I get an item repaired?

We only repair items made by ORCHIRA. Please send your item via an insured method, directly to:

Orchira
Returns Department
c/o Sykam Solutions Limited
Geddes House
Kirkton North
Livingston
EH54 6GU

Tel: 0871 720 1188 (international callers +44 1506 467286).

Please provide contact information and a detailed description of what is wrong with the item. We will provide a quotation for the cost of completing the repair.

What is Gold Vermeil?

Gold vermeil is sterling silver which has been plated with gold through an electrolytic process. This material is used in our Yellow Gold and Rose Gold versions.

How can I have my Orchira necklace or bracelet restrung?

Yes you can, we offer a re-stringing service and will give you a quotation at the time of your enquiry. If you choose to send your bracelet into us please do so by recorded delivery and include a covering letter and please note that there will be a postage and packaging charge. This service can take up to 2/3 weeks and we will contact you once your bracelet is ready, at which time payment can be completed.

What is Orchira’s lifetime re-stringing service?

We offer a lifetime re-stringing service for certain products. Please send the product suitably packed with a note of explanation by recorded delivery, you only need to pay for the postage to us, the return postage will be charged on completion. It is a free service for your life time. This service can take up to 3 months and we will contact you once your product is ready, at which time payment can be completed for the return postage and packaging charge.

What is Gold Plating?

Gold plating is created by a process whereby a base metal such as stainless steel or brass is plated with a thin layer of gold through electroplating.

What's the guarantee policy on your products?

Our standard guarantee is 60 days, but we treat each case on an individual basis, looking at wear and tear since purchase and the reason for returning the item.

I saw an item featured on your site but it does not seem to be available anymore. Can you advise me if I can still purchase this item?

We discontinue products every year to make space for new ranges, and any remaining stock is held. So it is worthwhile contacting us and asking about a particular item.

Do you make custom jewellery?

In truth no, but it’s is always worth a call as we may have something similar in development.

How is my gift packaged?

Even the tiniest of gifts from ORCHIRA is beautifully hand packed in our exclusive branded boxes. Your gift is tied with the Orchira ribbon and sent off to either you or a loved one.

 

Order Process:

How do I place an order online?

Browse through our products to find what you want by using the menu along the top of the screen.
If you know exactly what you want, use the search function at the top right of the screen to quickly locate your item or use the drop down menu of products found under the tabs for pearl jewellery or pearl collections.
Choose the colour/size (if applicable) and number of items you want and click on the "Add to Basket" button. You can then go on shopping until you are ready to pay.
If you wish to view the products in your shopping basket while you are shopping, click on "Basket items" at the top right hand side of the page.
When you have chosen all of your items, click on the "Checkout" button and follow the very simple instructions on screen through our secure checkout process.
If you have any difficulty placing your order online please do not hesitate to contact us on 0871 720 1188,
international callers +44 1506 467286 (Monday - Friday 9.30am to 5.30pm GMT ).

How do I choose a different delivery address?

All you need to do is sign in to the My Account area of our website, go to the Address Book and add the address.  Once you have saved the new address this will always be available to choose when you go through the Checkout process.

Do I need to set up an account to place an order?

If it is the first time you have placed an order with us there is no need to register your details if you are in a hurry. Click on 'Guest Checkout' and follow the instructions. When you get time it is well worth setting up an account so that you can track your orders.

What are your delivery options?

You have the option of having your order sent on a Standard, Next Day, or Saturday Delivery service to your home or office (by agreement).

For Standard Delivery in the UK, please allow 3-4 working days. There is no charge for this service for orders over £20.

For Next Day Delivery in the UK, please order before 3pm for the next working day (Mon-Fri). The charge for this service is £12.

For Saturday Delivery in the UK, order up until 3pm the Friday before. The charge for this service is £15.

For International Delivery, please allow up to 5-7 working days. The charge for this service is £15. If your order is over £80, then delivery charge is free.

What information will I receive when I have placed my order?

If you have placed your order online, you will immediately see an order summary.

If we have your email address we will send you an email confirmation that your order has been placed and updates on its progress until it is delivered.

If there are likely to be any delays in sending your order to you we will email you.

How long will it take to deal with my return?

A prompt refund of the price of the goods will be issued once all the information and goods have been received. The credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, a member of our customer care team will contact you.

How can I check the status of my order?

To check on the status of an order please click on the “My Account” section of the website and Log-In.

Can I change my order?

It depends on what stage your order has reached. We do try to process all our orders as soon as possible after they have been placed so that you receive them quickly.
If you find you need to change your order, you should call us immediately on 0871 720 1188,
international callers +44 1506 467286, (Monday - Friday 9.30am to 5.30pmGMT), as there may be an opportunity to make the changes you require.
If the order is already in progress in our warehouse then it will not be possible to make changes and the order will be sent as it was placed. Our team will of course help you resolve any issues this may present.

How do I arrange an exchange?

If an exchange is required, your order will need to be refunded and a new order will be placed. Please contact our Customer Service Team and they’ll be happy to help you with this.

Will you deliver to my address?

We are currently not able to deliver to P.O. Boxes or military bases. However please contact us if you are from the British Armed Forces and we will assist with your request.

Can I make an overseas order?

Orders can be placed from abroad and you can place your order in the normal way. You have the option of having your order sent standard and express delivery. For all delivery charges please visit our Delivery page.

If your country is not listed on here please contact our customer service before placing your order - contact us on +44 1506 467286 (Monday - Friday 9.30am to 5.30pm GMT).

Can I track my order?

To check on the status of an order please click on the My Account section of the website.

Can orders be delivered to a different address to my own?

Not if it is your first order. If you haven’t shopped online with us before please note your delivery and billing addresses must match when placing your first order with us. We can only deliver to the cardholders address. This is to protect our customers against fraud.

 

Payments:

Which forms of payment do you accept?

We accept online payment in a secure environment by credit card and currently accept the following: Visa, MasterCard, Switch, American Express. We also accept PayPal.

How is VAT charged?

VAT is calculated on the final shipping destination and export regulations. In the UK the rate is currently 20%.

When will my card be charged?

Your card will be charged at the moment you complete the checkout process.

 

Returns:

How do I return something?

If you are not happy with your ORCHIRA goods that were purchased online, please return your order to us within 28 days of purchase and we will issue a refund as per your request. If an exchange is required, your order will need to be refunded and a new order will need to be placed. This can be carried out either by yourself or by contacting our Customer Care Team.

We do not refund the original delivery charge unless the order is returned within the 14 days cooling off period; goods are faulty or have been incorrectly supplied. Please send your items to:

Returns Department,
Geddes House, Kirkton North
Livingston,
EH54 6GU

Please refer to the Returns & Refunds page under Orders at the bottom of the home page.

What is your Returns policy?

ORCHIRA has as its priority your total satisfaction with our products and services. Customers are legally entitled to cancel an order within 14 working days of receipt of the product and to return it for a full refund. However, our Complete Satisfaction Promise extends your ability to return an unsatisfactory online purchase for up to 30 days.

Products need to be returned with their original packaging and dispatch note and we will be happy to refund your order. Please provide proof of purchase when returning an item. If you realise you have made a mistake and want to cancel your order, please contact us as soon as possible. Since we ship quickly, it may not be possible to stop your order so please follow the instructions for 'Making Returns' in those instances.

Please follow these instructions for exchanges as well. It will be faster to re-order a product rather than send it back for an exchange, so please follow the above instructions while you order the product you would like instead. We realise this means two transactions on your credit card but feel it is faster for you to get the product you would like. If we are providing repair or engraving services we cannot cancel your order if we have already started the work.

Certain products are excluded from our refund policy. We cannot exchange or refund earrings, unless they are defective or faulty. For hygiene reasons we do not accept exchanges or refunds of earrings bought online unless they are defective or faulty.

Items bought in our Sale or on promotion will not be refunded if returned after the 14 day cooling off period. We’ll be happy to exchange sale items after the 14 day cooling off period providing the goods being exchanged are in perfect condition and in their original packaging

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