frequently asked questions
How do I contact Chez Bec?
There are a number of different ways you can get in touch with us. Please visit the contact us page for further details.
Do you have a catalogue?
No, Chez Bec does not produce a catalogue. New products are added straight to the website so please do visit our website regularly. Or why not sign up to our newsletter and we will keep you updated on new products by email.
How do I order goods?
All of the items you see on our website are available to buy online. Simply click on the item you wish to buy, enter the right quantity in the box and click 'add to basket'. You can then go back and add additional items to your shopping basket or 'proceed to checkout'.
Please note that in order to complete your order, you will need your credit, debit or charge card details handy, including the billing address for your payment card.
Can I place an order by phone?
No, Chez Bec is an internet-only boutique. However, please feel free to contact us by email if you have any queries or require any assistance with placing your order. Please visit the contact us page for further details.
Do you accept orders placed from abroad?
Yes we do. Payment for orders can only be made in pounds sterling (£) using one of the following payment cards: Visa, MasterCard, Solo, Switch, Visa Debit, Visa Electron and Switch.
Please refer to our delivery page for further information on the applicable delivery charges.
How can I check the status of my order?
You can email us at info@chezbec.com and we will give you a full update as to when your order will be delivered. Please quote your order number in any correspondence with us (you will find your order number on the order confirmation which will have been emailed to you shortly after you placed your order).
What if my order is late or lost in the post?
If you experience a problem with the delivery of your order please contact us and we will do our best to help you trace it. We will provide you with the Royal Mail tracking number so that you can enquire about your delivery with Royal Mail. In the event of a non-delivery, we can only replace or refund the order after 20 working days when Royal Mail will confirm that the parcel is lost. We cannot be held responsible for late or lost delivery.
What does "hand made to order" mean?
All of the items on our website our hand made for you in our studios by our talented team of designers once your order has been placed. Please refer to our delivery page for further information on delivery times.
Please refer to our returns & refunds policy for information on returns, exchanges and refunds.
Is it possible to modify your jewellery or have a bespoke piece made especially for me?
Yes. Most of our jewellery can be modified to suit your requirements. The lengths of our necklaces, earrings and bracelets can be adjusted, silver can be changed to gold and earring fittings can be changed to fish hooks, studs or clips-on in most cases. We also have a variety of other Swarovski crystal and pearl colours available if you are looking for something to match your colour scheme. Please contact us prior to ordering to enquire about any particular adjustments which you would like and we'll let you know if it is possible and if there will be any extra costs involved.
In addition, we also offer a full bespoke service to ensure that you have the most perfect accessories. Simply tell us what you want and we will design and make your jewellery exactly to your requirements.
If you would like to talk to us about your jewellery requirements, please email us at info@chezbec.com. We really would love to help.
Please note that bespoke items, or items which have been tailored to your individual requirements, are non-returnable.
How is my gift packaged?
Each and every purchase from Chez Bec, no matter how small, will be placed in to its very own little velvet pouch. Your order will then be beautifully wrapped by us in layers and layers of soft tissue paper and placed in to one of our luxury branded gift boxes.If you require a personalised gift card to be sent with your order, we will even handwrite that for you at no extra cost. Please select the gift card option during the checkout process.
If you are buying more than one item and would like each item to be separately gift wrapped and gift boxed, then please CLICK HERE to purchase extra gift boxes. Extra gift boxes and gift wrapping is charged at £3.00 per additional gift box. If you do not purchase any additional gift boxes then all of the items in your order will be dispatched beautifully gift wrapped in one gift box.
Why is an item still shown on the website if it's sold out?
We do apologise if an item you would like to order is sold out. Our stock availability is automatically refreshed on the website, but occasionally a number of customers place an order for the same item at the same time. If there are any problems with an order you place, we will contact you by email.
How do I pay for my goods?
We only accept online payment in a secure environment by payment card and we currently accept the following cards: Visa, MasterCard, Solo, Switch, Visa Debit, Visa Electron and Switch.
When will my account be debited?
Once you have entered all of your billing and delivery address details and order information in the checkout process, you will be asked to enter your payment details. Once you have done this and you click the 'proceed' button, your card will then be debited, subject to card approval.
Do I have to pay import charges?
Any customs or import duties are levied once your goods reach their 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. Chez Bec will not be held liable for any import charges whatsoever.
Is it safe to order online?
We use an industry standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event that someone else intercepts it. Every time you enter an area of our website that requires sensitive information such as your credit card details, a padlock will appear at the bottom of your screen, indicating that the site is secure. SSL encrypts your credit card number, name, address, phone number and identification number as it travels through the internet. This means that it cannot be read by anyone other than the secure server. Once each payment has been validated and authorisation approved, your card details are deleted. Your card details are not held on the internet.
I am buying a gift. Can I add a gift card?
Yes. You will have the option, during the checkout process, to add a handwritten gift card to your order free of charge. All you need to do is fill in the gift recipient’s name and the message you would like us to handwrite on the gift card and we'll do all the rest.
Do you sell gift certificates?
Yes we do. Please visit our Gift Certificates page for more information. We have a range of Gift Certificates available for purchase and these range from £10 to £100. Our Gift Certificates arrive in a beautiful handmade card featuring a gorgeous silk butterfly and the Certificates can be redeemed against any item at ChezBec.com. We will even handwrite the message of your choice in the card and send it directly to the lucky girl. Simply write your message in the gift card box during the checkout process and we’ll do all the rest. Perfect!
Can I cancel an order?
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order and you are entitled to a full refund (excluding the delivery charge). This does not apply to items that cannot be returned for hygiene reasons, such as earrings.
Order cancellations must be made in writing, quoting your order reference number, within 7 days of placing your order, to info@chezbec.com or by post to:
Chez Bec
P.O. Box 58
Tunbridge Wells
TN2 9FP
Once you have cancelled your order, the goods should be returned to above address, in their original condition and in their original packaging, within 7 days of receipt. The goods are your responsibility until they reach us. For your own protection, we strongly recommend that you return all goods to us using a delivery service that insures you for the value of the goods. Please note that you will have to meet the postal costs yourself when returning goods to us for any reason.
Please note that we will not refund the cost of your original delivery charges.
What shall I do if I have a complaint?
If for any reason you have a complaint about the Chez Bec website please do not hesitate to contact us via any of the methods described on our contact us page. We approach all criticism and complaints with the highest regard and it is our policy to address all complaints within five working days.
I have received a gift and I don’t like it. What shall I do?
Unfortunately we are only able to process returns and refunds when dealing with the original purchaser of the goods. This is to protect the security interests of the original purchaser. If you are unhappy with your gift, please inform the original purchaser so that they can return the gift to us for a full refund. Please refer to our returns & refunds policy for further information.
How do I return goods?
We really hope that you will be delighted with your purchase but if for any reason we fail to meet your expectations, you may return or exchange your jewellery within 7 days of receipt. Simply complete the returns form that accompanied your order and send it to us, along with the goods to be returned within 7 days of receipt.
Providing the items you wish to return are unworn and in a resalable condition with their original packaging, we will issue a full refund or an exchange within 28 days of receipt. Refunds, as well as any excess or credit due on an exchange, will be made to the original payment card used for your order. With UK orders, the first exchange will be sent free of charge but subsequent exchanges will have standard delivery charges applied. International exchanges will be charged standard delivery.
- We can only take responsibility for returns which are received at our warehouse. For your own protection you should obtain a Proof of Posting from the Post Office so that you can claim from them for any lost parcels.
- Please note that we do not refund delivery charges, or the cost of returns postage except where the return is the result of our own error.
- Bespoke items, or items which have been tailored to your individual requirements, cannot be returned unless faulty.
- We are unable to accept the return of earrings in compliance with current Health & Hygiene Regulations.
- We are only able to process returns and refunds when dealing with the original purchaser of the goods.
Please refer to our returns & refunds policy for further information.
Do prices include VAT and other sales taxes?
All prices quoted on our website are in pounds sterling (£) and include the UK sales tax (VAT) if applicable. Overseas deliveries may be subject to local import duties and taxes and may be affected by Customs and Excise delays. Chez Bec will not be held liable for any local import duties and taxes.
