Frequently Asked Questions

How long will my order take to arrive?
Our orders are sent out from the UK, second class mail within the UK, and airmail elsewhere. We cannot guarantee delivery times, as once we have posted orders this is out of our control. Please allow 10 days for domestic post, and 15 days for international post (including the USA and Canada). We do not anticipate orders will generally take this long to arrive. We let you know your order has been received and when it will be posted. If after the times above you have not received them, please contact us so we can arrange a replacement order to be sent to you at no charge.

What are your delivery charges?
All our orders are sent at a flat shipping rate, however large the order; $3 for UK orders, and $6 for overseas. My order hasn’t arrived
Once orders have been posted we have to rely on the postal service used. The Royal Mail works on a 3-5 working day delivery for airmail services to Europe and 5-9 for the rest of the world. We ask you to be patient and allow 10 days for domestic post, and 15 days for international post, although we do not anticipate they will generally take this long to arrive If after this time you have not received them please contact us so we can arrange to send them again at no additional charge. We sell our jewellery to raise money for charity, so we use the lowest cost postal service available, without tracking information, and trust that should the missing order arrive after we have replaced it you will let us know so we can arrange for them to be sent back.

I don’t have a Paypal account. Can I still order?
Currently we only accept Paypal for on-line purchases. We can arrange for you to send payment by alternate means, eg money/postal orders, if you contact us here.

Are your products guaranteed?
We work to buy the best quality we can whilst keeping our prices reasonable, and it should withstand reasonable wear. Silver will tarnish if left exposed to the air for periods, so we suggest you give it a buff with a jewellery cloth after wear and store it out of daylight. All our jewellery comes in a black velvet pouch and includes a small anti-tarnish strip, which should keep it looking good when you are not wearing it. If you feel something has not provided you with reasonable wear or is faulty please contact us and we will arrange a replacement or refund for the item. We may ask you to return the item and in that case will enclose a stamped return envelope where practicable, or refund you the actual postage cost of returning them, but we do not return your original postage.

What is your returns policy?
We will always replace items which are faulty, at no cost to you, but may ask you to return the item, in which case we will send you a stamped return envelope where practicable, or refund you the actual postage cost of returning them. We may alternatively simply offer you a refund. If for any reason you change your mind or do not like your purchase you may return it for an exchange or a refund of the cost of the item(s) only. These are reasonable cost items to raise money to help sick children, and we do not offer refunds on postage when you change your mind, but if you contact us you can return your item to a representative in Australia or the USA to save your own postage costs.

You raise money for The Painted Turtle. Can I make a donation?
Of course, they would be delighted. You can access their donation site here. You can also make one-off or regular monthly donations via our site. 100% of all donations received by AAbacus go to the charity at the end of the month received.