Delivery

Products

Payment & Ordering

Technical Problems

Your Order

Returns

About Us

Delivery

1. Do you deliver internationally?
   We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. For example, we do not have licence to sell our Swarovski Crystal range to persons in the U.S.A.
   *please note: we do not have licence to send our acrylic Swarovski Crystal range to the U.S.A.
2. Which courier company do you use?
   We use Royal Mail for all orders.
    
3. Does my delivery need to be signed for?
   U.K. orders are normally sent using Royal Mail's recorded delivery service and this means that someone will have to sign for your purchase. This does not have to be you. If this will cause a problem, please e-mail us before you order to make alternative arrangements. International orders will not need to be signed for.
    
4. I won't be home when my package is delivered. Can I request that it is delivered to my work or another address?
   Yes, you will have the opportunity to specify a delivery address other than your home address during the checkout process.
    
5.  What is the delivery charge?
   All deliveries are free. International deliveries are also free at the moment, however, this is under review and may change in the near future.
    
6. I've requested delivery to be made to my home but what would happen if I'm not in when they deliver?
   Royal Mail will leave a card with instructions on how to re-arrange delivery.
    
7. How long will it take to receive my order?
   U.K. orders are sent recorded delivery with Royal Mail and you should receive it within 3-4 working days. International orders are sent first class with Royal Mail and could take up to 10 working days although they usually arrive sooner. 
    
8. Can I have my purchase sent to a PO Box address?
Items are sent recorded delivery and will need to be signed for. Therefore, we are unable to have items sent to a PO Box address.

Products

1. I would like more information about a product. What should I do?
   We try to provide you with as much information as possible, however, if you have a question about an item, please contact customer service and quote its full name.
2. Will you be getting more in stock?
   Some items may have been discontinued permanently whilst others may be out of stock temporarily. To find out if we are getting more in stock please contact customer service.
3. I am looking for something specific. Can you get it for me?
   We are always looking to meet your needs as best as we can and look forward to listening to what you would like. We will do our best to get you what you want so contact customer service with your request. However, please keep in mind that it may not always be possible to achieve this.
    
4. If there is a particular colour item I am looking for, can you help me find it?
   We welcome all requests, ideas and feedback and will try our best to find what you are looking for. However, please keep in mind that sometimes it is not practical or possible to find certain things.
    
5. The item I bought is now reduced. Can I have a refund of the difference?
   Unfortunately we cannot predict any future changes in prices and are unable to refund the difference should an item be reduced in the future.

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Payment & Ordering

1. What cards do you accept?
   We accept all major credit and debit cards as displayed below.
   
   
2. Can I pay by any other method?
   Yes, you can also pay with a paypal account.
3. Do I have to order online?
   Yes. We have taken all steps to ensure that ordering online is safe and secure using the latest technology. Unfortunately, we cannot accept telephone or fax orders.
4. Is it safe to order online?
   We use industry standard Secure Sockets Layer (SSL) technology, which encrypts all the data that is sent from your computer to our website. This means that should someone try to intercept your information they will not be able to read it, ensuring you are protected.
5. When will I be charged?
   Once you submit your order, we will immediately contact your card issuer or paypal to request authorisation to take your payment from your account.
   
   Once your payment has been authorised your order will be confirmed via email and the payment will be taken from your account normally in the next 1 or 2 working days.
   
   If your payment is authorised but we have a query regarding your order, we will email you to resolve it. If we are unable to resolve our query for any reason and as a result cannot send your order, we will issue a full refund to your card immediately.
   
   If your payment is not authorised by your card issuer or paypal we will email you to let you know.

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Technical Problems

1. My email address or password is not recognised.
   Please ensure that you are trying to log in with the correct email address. The email address and password combination must be an exact match to what you used to register.
   
   If your email address is still not being recognised, please contact customer service who will be able to resolve this for you.
   
   If you have forgotten your password, please click on the 'forgotten password' link on the login page, enter your email address and your password will be sent to you via email immediately.
   
   
2. Why haven't I received an email to verify my email address yet?
   Normally this is sent immediately but may have ended up in your spam or junk mail. Please check for it there and be sure to add us to your safe list.
   
   
3. The website isn't working properly. What should I do?
   If there are any technical issues with the website please email customer service as soon as possible so we may investigate and resolve the matter as soon as possible. We will also advise you when it has been resolved so that you can continue your shopping.

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 Your Order

1. Can I change my order?
   This depends on the status of your order, which you can check by logging in to your account. If the status is 'pending' or 'processing' then we should be able to change your order. You will need to contact customer service asap to do this but we cannot guarantee that it will be done.
    
2. Can I cancel my order?
   This depends on your order status, which you can check by logging in to your account. If the status is 'pending' or 'processing' then you may be able to cancel your order by contacting customer service with your order number. We cannot guarantee that it will be caught on time. If the status is 'delivered' you will have to return the item to us for a refund. Your statutory rights give you 7 working days to return an item you have purchased for a full refund but we give you up to 30 days, just like a normal store would.
    
3. I'm buying a gift for someone. Can I add a message to my purchase?
   Unfortunately, this is not a service we can provide at the moment.
    
4. Can I track my order?
   Yes, you can track your order by registering your details when you make a purchase and logging in to your account to check the status.
    
5. I haven't received my order. What do I do?
   Please allow up to 4 working days for delivery in the U.K. and 10 working days for International orders. If you still haven't received your order after this time, please contact customer service. We always retain proof of postage and will contact Royal Mail to check the status.

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Returns

1. Will you confirm that you have received my return?
   Yes, we will automatically send you an email to confirm that your return has been completed via the returns system.
    
2. What's the process for returning an item?
   If you are not completely satisfied with your purchase, you have 30 days to return it in its original condition for a full refund. 
   Important: Before you return it to us, please get a returns number. Log in to your account and select your order. You will then have an option to return the item, which will generate a returns number. Please include this number with your item when you return it.
   Note: For hygiene reasons, earrings are non-returnable.
   Please send your item to:
   

Return all items to:

Envious Desire
62 Lascotts Road
London
N22 8JN
UK

1. I have received a faulty item. What should I do?
   If you receive a faulty item, please return it to us with a returns number within 30 days of purchase. You can get your returns number by logging in to your account and clicking on your order. You will also be given the opportunity to decide if you would like a refund or a replacement.
    
2. I have received the wrong item. What should I do?
   Please return the item to us with a returns number. You can obtain this by logging in to your account and selecting your order. You will then choose the reason for your return and then select whether you would like a replacement or a refund. Your returns number will be provided once this process is complete and you must include it with your return.
    
3. How long will it take to be refunded?
   You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in most cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
   Please note: We can only credit the refund to the card account that was used to make the purchase. If for some reason this card is no longer in use (it may have expired or been cancelled) then we will send your refund by cheque within 3 working days. If you have paid using paypal, we will credit your paypal account with the refund.
    
4. How long will it take to receive my replacement?
   Please allow 3 working days to process your request from the day we receive your return. It will then take the normal standard delivery time of 3-4 working days for your replacement to arrive.
    
5. Part of my order is missing. What shoud I do?
   Please contact customer service with your order number and details of what is missing. We will investigate and aim to respond within 24 hours.
    
6. Who pays for the return postage?
   Although we offer free delivery on everything in the UK, you do have to pay for the cost of a return. Please remember that the item is your responsibility until it gets to us and therefore, we recommend you use a delivery service that insures the value of your items.
    
7. The amount you refunded me is incorrect. What should I do? 
   Please email customer service with all the relevant details and we will resolve the situation as quickly as possible.

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About Us  

1. Do you have a shop?
   No, we are a UK based online retailer.
    
2. Do you have a catalogue?
   Our website acts as our catalogue. In this way we can quickly update our products, stock levels and news so that you are always up to date. We do not provide paper catalogues.
    
3. Do you sell wholesale?
   No we don't. We are a retailer and sell direct to customers only.
    
4. Can I contact you by telephone?
   Please contact us by email as this allows us to resolve your queries more quickly and efficiently. The savings we make by not having a call centre allows us to give you better value.
    
5. How long will it take for you to answer my query?
   We aim to answer all queries within 24 hours but please allow us up to 3 days to investigate and respond.
    
6. If I have a request or an idea how do I contact you?
   We look forward to receiving all your requests and ideas. Please contact customer service with all the relevant details.

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