Browsing The Store
Finding your way around the store is performed using the menu bar
across the top of your screen. When you hover over the menu categories, a drop down box will appear with a list of sub categories. Clicking on any of the sub categories will take you to that store section,
where you can browse through products, or select a further sub section
from the sub menu on the left of the page.
If your looking for a particular item, you can try searching for it using the search tool on the menu bar.
Your Shopping Basket
When you have found the product you are interested in, clicking on
the 'Add To Cart' icon will add the product to your shopping basket at the top right of the page. Your shopping basket will keep track of what you have added, as well as the quantities chosen.
Clicking on the basket icon at the top right of the page will take you to your 'Shopping Cart' page. From here you can see a breakdown of all the products in the basket.
If you would like to change the quantity of a particular product, then in the quantity box type in the quantity you require and then press the update icon next to the quantity box. If you change your mind and no longer want a particular product, just click the 'X' icon next to the product which will remove it from your basket.
When you are satisfied with your selection, clicking the 'Checkout' icon will take you to the payment page. On successful payment, your order will be created and you will be provided with an order number for your records.
Tracking Your Order
If you would like to see the status of your order, then click on the 'view order' tool at the right of the page. You will be prompted for your order number, and the email address used to place the order (for security reasons).
The next screen will then show your order, the current status, and (provided your order is till in a 'pending' status) the option to cancel your order and recieve a refund.
The status of your order is described as;
|Pending||Your order has been recieved, and is awaiting to be processed. Orders in this state can be cancelled.|
|In Progress||Work has begun on your order. Orders in this state can no longer be cancelled due to the cutting/engraving process.|
|Complete||Work on your order has been completed, and your order is awaiting delivery.|
|Despatched||Your order has been despatched. Expect to recieve your order in the post.|
|Cancelled||Your order has been cancelled.|
Postage & Packaging
The cost of posting your order is added to the total at checkout and can be seen on your shopping basket page.
Postage is calculated by order weight and postal region, and is charged as follows within the UK;
|10g to 400g||£3.50|
|401g to 1000g||£3.75|
|1001g to 1500g||£4.00|
|1501g to 1750g||£4.25|
|1751g to 2000g||£4.75|
|2001g to 25000g||£5.75|
Dispatch times will vary for each product and is stated in the product description for each individual product.
Click and Collect
If you have chosen 'Click and Collect', you will be contacted with a confirmed collection date shortly after placing your order.
We aim to have all 'Click and Collect' orders ready for collection within the dispatch times stated for each product.
When collecting your order, please bring proof of purchase, this can be your order confirmation email or a print out, or proof of ID.
If someone else is collecting on your behalf, please provide them with a copy of proof of purchase or order number.
Non personalised items can be refunded within 28 days of receipt for a full refund or an exchange. All items must be unused, in their original packaging and in a resaleable condition.
Due to health and hygiene reasons, we are unable to offer a refund or exchange on pierced jewellery or beauty products.
We are unable to offer a refund for gift vouchers.
Due to the nature of our personalised products, we try to offer a returns policy which is fair.
For personalised products, the product will be replaced if the personalisation differs from that which was submitted during the ordering process, at no additional cost.
For personalised products which have been correctly personalised as to the specification on the order page, we regret that we cannot offer a refund for these items.
Returning an Item
If you would like to return your order, please email us at [email protected] or call us on 01639 750748 to inform us. You will then need to post the product to our workshop address:-
Units 20 - 21 Crynant Business Park
Please include your name and order number in with the parcel and we advise obtaining proof of postage, we cannot be held responsible for missing or damaged parcels. Postage costs are non refundable.
Returning to Store
Items can be returned to either our Swansea store, Neath store or Crynant workshop. If you wish to return to either, please inform us prior to this via [email protected] or call us on 01639 750748. We are unable to issue a refund for delivery costs paid.
We will only issue a refund to the original payment method. If paid via debit/credit card, card and cardholder must be present. Please bring proof of purchase, this can be your order confirmation email or a print out.
If you have received your item and find it to be faulty, please email us a photo of the product via [email protected], with a brief description highlighting the fault. Once checked, we will then arrange for the items to be collected via our courier. Once the item has been collected and reviewed, we can either issue a replacement or a full refund.
This policy does not affect your statutory rights.
Valley Mill retain information regarding customer relations for internal business use only.
At no point will we divulge any customer details to third parties without the explicit consent of the customer involved.
Information submitted via the Contact Form will not be distributed to any third parties.