Answers to Frequently Asked Questions

We strive to provide as many details on our products as possible to make searching for your favourite item a pleasant experience. You will also find several pictures (sometimes up to 12 per product !) at different perspectives to show in detail each design item.
If you need even more detailed information our customer care team will be happy to assist you. Please send us your query from the contact us page quoting the product reference code (eg: [N00107]) or follow the link provided on the main product description page.

Unfortunately, we cannot advise you in advance of the reduced product prices or reimburse you the difference after you have placed an order.

We do not sell gift vouchers at present, however such feature may become available in the near future. Please let us know if you are interested in gift vouchers.

We only accept online payments with:

• Visa
• Visa Debit / Delta
• Switch / Solo
• Mastercard
• Maestro
• American Express
• PayPal

No, We DO NOT accept the following payment methods:

• Payment on Delivery
• Email
• Instalments
• Splashplastic
• Cheque
• Bank Transfer
• Postal Order
• Laser Card
• Western Union

To change currency click on the country flag which corresponds to your preferred currency or select it from the drop-down list. Currency selection section can be found at the bottom of the left hand side navigation bar which is available on every page. Showing prices in different currency is provided for your convenience only and they should be taken as an approximation to the actual price that will be charged to your account. Regardless of the currency selected you will be charged the corresponding value in British pounds (GBP). If your account is held in different currency then the exact amount debited will depend on the exchange rate at the time of currency conversion and other associated fees your bank may charge. Please check with your bank for the details.

You may want to read more and check our currency rates >>

When you reach the final billing page and press 'Pay Now' your browser will be redirected onto the secure payments website provided by SagePay. Once you provide your card details your bank/card issuer will be contacted immediately for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

Any customs or import duties are levied once the package reaches its 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.

If you are buying from the UK or the European Union then you don't have to worry about taxes as our prices are inclusive of VAT and the applicable taxes which we pay on your behalf.

On the "Order Summary" page during the checkout, enter your code exactly as it appears into the box provided at the bottom of the page. (Codes are case sensitive.) Click "apply discount voucher" to see if your voucher code is valid and if so apply the discount to your order.

If your discount qualifies, it will be displayed on the "Order Summary" page. Only one Discount Voucher code will be accepted per one order.

All purchases from our website will show debit to 'avalaya.com'.

Ordering over the internet with Avalaya.com is the easiest and most secure method of paying and therefore we only accept orders placed online through our website.

We believe that our online product catalogue and ordering process are easy and intuitive to use. We focus on your convenience and provide as much details as possible for all of our products. If you find it is difficult to use please send us an email to support@avalaya.com or send a message from the contact us page - we are always happy to help !

Please note that to complete your order you will need a credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent).

Think of your "shopping cart" as an online version of a real shopping cart that you would use whenever you go to the store to buy goods.

Just like with a real shopping cart, you can add and remove the items you wish to purchase. Our online version of it also allows you to easily change quantities of each item or move them into your "wish list" if you are not ready to buy them right now. To add an item to your shopping cart simply click on "add to cart" button next to the item description. The status of your shopping cart is displayed on the left of each page - a "mini shopping cart". It displays how many items in total you have selected and their total price. You are also able to see the last few products you have placed into your cart. The newly added item is displayed in an alternative bright colour to show that contents of your cart has changed. To review or edit contents of your cart please click on "view / edit cart" inside the "mini shopping cart" or click on the header displaying "shopping cart".

"My shopping cart" page allows you to update quantities of each item, move the item into "my wish list", remove the item or empty the cart completely. By clicking on the item image or description you will see full description of the item you about to purchase.

You may go to the checkout from the "my shopping cart" page or directly from the "mini shopping cart".

Before you go to the checkout please make sure you have all the items you want as well as the quantities of each item in your shopping cart. You will need to have an account with Avalaya.com to checkout and complete your order. Once you click on the "checkout" button you will be given an opportunity to create a new account or log into the existing one. After providing all your relevant details you will have to click on "pay now" button on the "order summary" page. Your browser will be redirected onto our payment clearance website where you will have to enter your credit card details. Once your card details have been accepted you will see an order confirmation page which means that we have accepted your order and will start processing it soon.

Shopping on our website is secure and your credit card details are protected by the industry standard 128bit encryption. Whenever you shop on the internet and about to enter your credit card details, check that your browser address bar starts with HTTPS:// rather than usual HTTP:// (note the "S") and a closed padlock icon similar to this is shown rather than open like this on your browser's status bar. This indicates that the page you see in your browser and the details you are about to submit are encrypted on their way to our secure transaction processing servers.

If you require more technical talk, please try this page about HTTPS at Wikipedia.

As soon as you submit your order you will receive an order confirmation email. This email will contain a list of the products you ordered, the total cost and the order number which you can quote if you have any queries regarding the status of your order. After that you will be receiving emails confirming the change of status of your order as it progresses through our internal systems until you receive your complete order in the post.

After you place an order, you will receive several e-mails about the current status of your order. Below are examples of e-mails you might receive:

• Payment Received. This e-mail confirms that we have received your order and it has been paid for in full. The message will include your order number. Keep this e-mail safe for your own records.
• Waiting for payment. We were unable to verify successful payment for your order. Please log into your account by going to the order history page and select the order with the outstanding payment. You will be presented with the order summary page where you will able to pay for that order or cancel it altogether.
• Stock allocation. We are picking and packing the items on your order. During this stage we will determine if all of the items of your order is in stock, we will also inspect the items to guarantee the high level quality of the products that will reach you. If it turns out that not all of your ordered products are available for an immediate dispatch we will contact you with an offer for a suitable replacement or a refund for the unavailable items.
• Packaging. Your order items are being packed and prepared for the delivery. Depending on the size and nature of your order several packages may be prepared. You will be informed how many packages to expect. We take all necessary steps to ensure that your order will arrive safely and undamaged.
• Waiting for Pickup. Your order is packed and waiting for delivery pickup. If you place an order before 12am it will be dispatched the same day. If we receive your order after this time we can not guarantee the next day delivery (if such delivery service was selected by you at the time of checkout).
• Dispatched. This e-mail confirms that your order has been shipped. The arrival time of your order depends on your selected shipping method and destination.
• Cancelled. You will receive this message when you cancel the order. It may also be cancelled by a member of our order processing team by your request or if we have reasonable grounds to believe that the order can not be completed.

The status of your order is easy to find:

• Check your e-mail. You will receive order status messages sent to the e-mail address that you have registered with us.
• Visit the website. Click on order history link that is also available on the top of each page to view information about your last order as well as previous ones. The status of your last order is available almost immediately after you place it and is automatically updated each time your order moves a step further in it's processing. On that page you may roll your mouse pointer over this icon to get more information on the status.

  You will need to log into your account to access this facility.

• Contact us. If you still have questions about your order, please use contact us facility on our website or via e-mail: support@avalaya.com

When you place an order with us, an automatic confirmation email is sent to you containing all relevant order details. Your order will pass through several stages on our systems before it reaches you, for each one of those stages you will receive an "Order Status" confirmation email. It usually takes only few minutes for these emails to reach you, but during busy times it may take considerably longer. If after 24 hours you still have not received any of those emails, it is possible they may have been caught in your spam mail folder. Please check your "spam" folder to see if they are indeed there. It is also possible for some kind of network or email server failure to occur which could have prevented the emails from reaching you. In any case, you may always log into your account and check for the status of your present and past orders. "Order history" link is located on the top of every page.

Go to order history now.

After you have entered and submitted you credit card details you will either see order confirmation page or payment failed page. After this your order processing starts immediately and you cannot cancel or change it. Our systems are designed to fulfil orders and get them on their way as quickly as possible. Once you receive your order in the mail, simply return any items you do not want by following our Return Instructions.

Our warehouse is not suitable for direct customer order pick up. We believe that by delivering your order to your door we can provide a better service to you.

We use Royal Mail and Parcelforce for deliveries within the UK, to Europe and Rest of the World. You can change your preferred shipment method at the time of checkout by clicking on a link next to the delivery details.

Yes, anyone at the specified delivery address can sign for the goods.

Delivery is free (within the UK mainland) for all orders over £ 30.00. For orders under £ 30.00 a small order charge will be levied. The current charge is £ 1.95
For delivery to other countries please refer to the individual product information pages. The delivery prices could be found under the "delivery / returns" tab.

If you opted for the free delivery in the UK your goods will arrive within 1-3 working days (Monday to Friday but exclusive of Bank Holidays in the UK) subject to successful credit card authorisation. If you selected a different delivery service please refer to your order confirmation email (or order history page) for the delivery times.

Please inspect your goods as soon as you get the delivery. You must notify us within 14 days from the date of your order of any incomplete or damaged products to arrange for the replacement or a refund. Please follow our Return Instructions to start the process.

• Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site.
• ...or maybe you have forgotten your password ? If so we can send your password to the email address you have registered with. Click on the "password reminder" link on the login page, then enter your email address in the box provided and click "email password".

  Go to the password reminder now.

If these are not successful or you have other email address or password related problems please contact our customer care with your query.

Avalaya.com does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known to be caused by spyware and we recommend removing it by using a tool such as Ad-Aware, which is available to download here

If you often get Spyware on your PC then we would recommend tightening security further by installing firewalls and/or antiviruses. Try to avoid downloading browser plugins or extension bars from disreputable sources and using the latest versions of internet browsers such as Firefox or Opera.

Systems running MacOS or Linux (SuSE, Mandriva, Fedora) are less likely to get infected by a virus or a spyware. You may consider using them for more secure Internet browsing and shopping online.

We spend a lot of time improving our website and we put your online shopping experience as a top priority making sure it is as smooth as it could be. However, if you spot any inconsistency, broken links or other malfunction anywhere on our website, please don't hesitate to contact us or send us an email to info@avalaya.com. We will fix all the issues as soon as technically possible and will let you know when the update is complete.

Opening an account at Avalaya.com is easy. During the registration process you will be asked the essential information that we need to know to communicate with you and fulfil your order. You may also choose to provide us with some extra details which will help us understand your product preferences better. (Please note: we do not share any personal identifiable information with any third parties. You may want to refer to our full Privacy Policy) When you place an order, you will be prompted to log in with your e-mail address and password or, if you do not have an account yet, create a new one.

Set up My Avalaya.com and customize your preferences, improve your shopping experience by taking advantage of these great benefits:

• A safer, easier and faster way to order.
• Wish List. Save a list of your favourite items into your personal Wish List.
• Compare products. Once you select products into your wish list you may compare them side-by-side and order your most favourite one. (Or, indeed, all of them !)
• Persistent Shopping Cart. It remembers all the products you have put into your shopping cart between your visits to our site until you are ready to place an order. This is a convenient way to split your shopping time into several sessions. You can, for example, select your favourite cocktail ring, then take a break (or perhaps someone or something has interrupted you), after that return back to add a matching necklace and a bracelet to complete the set. Our secure checkout is smooth and easy, it will see you through the boring part of typing the numbers and letters in no time !
• Order History. Keeps record of all your previous orders with us. It is convenient to review all your purchased products and refer to it at a later date. It also may serve as a starting point for your next product search.
• Order Status Notifications. You will get a message into your email each time an order changes its status. In this way you will always know what is happening to your order.
• Faster Checkout. By providing us with your billing and shipping information you will save time when placing your subsequent orders with us. Enjoy hassle-free checkout !

Please note: You will not be able to complete your order unless you create an account with us. This is a common practice for many online retailers.

When you are looking for some special item you are not always sure if there is a better one. With the wish list you can save that item for a later review. Once you have several items in your wish list you may compare them and buy the one that suits you the most. If you have an account with us, your wish list will be saved with it for any period of time. You can easily move items between your shopping cart and your wish list.

You will first need to log into your account by clicking on "my account" on the top of the page using your email address and password that you have specified during the registration process. On the login details page that will appear after you have signed in you may find a list of facilities that will enable you to access and change your personal information and settings.

Just click on the "my account" link available on the top of the page which will open your account summary page. You then may click on "login email" to change it. Once you fill in your new address and click on the "change my email address", a message will be sent to that address containing a verification link. You will need to click on that link to complete the change of your account email address. This procedure is done for security reasons and to ensure you have entered your new email address correctly.

Just click on the "my account" link available on the top of the page which will open your account summary page. You then may click on "login password" to change it. For the extra security we ask you to provide your old password and type in your new password twice into two separate fields to avoid spelling mistakes. As soon as you click on "change password" button it will take an immediate effect.

The following information is saved with your account:

• Your login email address and password
• Delivery address
• Invoice address
• Your telephone numbers
• Your date of birth
• Your wish list items
• Your product search preferences: "style", "sort by" and "per page" available on all product search pages.
• Your display currency preference
• Your shopping cart
• Order history with all products you have included in each order.

We aim to answer your query within 24 hours (1 working day), but usually you will get a reply much sooner than that.

Please note, the more accurate and detailed information you can provide, the faster we will be able to deal with your query.

We prefer you to contact us via e-mail or contact us service provided on this website. This enables us keep track of our communication with you and to respond to all your queries quickly and efficiently. Costs of communicating via e-mail are lower than a having a call centre hence we can lower the prices on all our products.

No, we do not have a shop, we are a UK based Internet Retailer. We do however deliver to most countries.

Our range of products is constantly being updated with new and exciting designs. If we did have a catalogue it would have become outdated as soon as it's published. We believe that our online ordering process is much easier and more convenient to use than ordering from a catalogue. Please feel free to explore our website and familiarise yourself with our exciting search features.

You may get more help at our customer help desk or, if you are completely lost, please contact our customer support who will be happy to assist you.