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Answers:
General
1. Specialty of Magic and Spirit Jewellery
We are specialized in hand-crafted items which contain precious or semi-precious stones. The setting can be in gold or sterling silver. Our aim is to get the best quality available at an affordable price. Our collection contains more than 15 natural stones (moonstone, garnet, amethyst, citrine, turquoise, malachite, fluorite, chalcedony, jade, quartz, iolite, peridot, tourmaline, amber, opal, etc?) or created stones (dichroic glass and Rainbow calsilicat).
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2. Quality of Magic and Spirit Jewellery
Each item is checked when purchased, before listing and also when posting it off to you. We believe our Jewellery is as good as any item you could buy in a special stone Jewellery shop. Our standard is good to high quality and we make sure that this standard always remains at this level. It is part of the item to have some flaws and inclusions as they are all natural and genuine stone - often we encounter stones where the natural flaw has added a special quality to the stone.
3. Is the stone a real stone?
All our Jewellery that contain a stone is a real, genuine and natural stone or it will be said on listing. Some items (if mentioned) do get a certificate of authenticity.
If you have a doubt, you can always take it to a gem laboratory and have it evaluated. We will give you a complete refund for the item and we will also pay for the full stone evaluation if the item is not what we clearly stated on listing. We must see the certificate of authenticity to be able to give you a refund.
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4. How accurate is the color in the photos?
We always try to photograph our items in good/typical light and we also enlarged the item size to get the most detail - We do not alter the colors or modify the picture. It should be only a very slight difference (if any) in the picture to the actual item. The colour may vary depending on the amount of brightness and contrast used on your monitor. If you receive an item which does not match up with what you purchase, please contact us immediately.
5. How can I care for my item? Coming soon
6.
Can I order an item from you? We do take orders but
only in large buying scale. Please to contact us for more information
or go to our website (www.JGjewellers.com.au).
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7.
If I like one of your item (i.e ring) but it is not my size, would you
have this item in stock? It is very unlikely that we do have that
same item in a different size (i.e ring); we import our stock each month
and list nearly everything that we have (Best items go to our website).
We suggest that if you really like the item (i.e ring) you try and win
it and then get a local jeweler to match your finger size.
Bidding
8. I have won an item but wish to keep bidding on more
of your auctions do I need to inform you that I am still bidding? You
do not need to contact us, we assume that the reason you have not made
payment is because you are actively bidding on more items (even if the
other items that you wish to bid on are 10-20 days away) just simply keep
bidding and make payment when you finished. However we do require all
accounts to be paid by the end of the month.
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9. Can I combine the items I won this month with some of the items that you are auctioning off next month? We do not combine items from one month to another.
10.
Is it possible to retract my bid? Yes, See question
53 below.
11. Some of your listing do not make sense - the picture does not match what some of the words are saying? Occasionally we may leave the odd bit of information in the listing from another item that we listed. If in doubt contact us to get a confirmation of what the "real" item is.
Shipping and Handling
12.
Can I collect my item(s) if I live in Brisbane? Yes,
pick-up is welcome, a $2 handling fee per item is requested.
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13. Do we ship Magic and Spirit Jewellery overseas? Yes, we do ship our Jewellery overseas, you can get the delivery cost on our listing page.
14. How do we protect Magic and Spirit Jewellery during transportation? We protect Magic and Spirit Jewellery by sending the item/s in a padded envelope. We also add very fragile items in an extra box for a better protection.
15.
What is the regular shipping? The regular shipping
is indicated on the listing page. This price includes shipping and handling
- there is no insurance is registered post..
16.
How can I insure my item? You can insure your item/s
up to $100 by registering the item (extra $2.05). Overseas customers need
to pay $12.50 to insure the item. Insurance covers loss and damage.
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17.
Does my country qualify for insurance and registration?
Most countries are qualified for insurance and registration. However,
Canada and Germany cannot be covered.
18.
Do we use international couriers? Yes, but you will
be looking at around $100-$150 to send the items, please contact us a
quote if this is something that you are willing to pay.
19. When can I expect to receive my item (Australia-Overseas)? Australia post says it takes about 6 working days for items to travel within Australia, however we do occasionally have some items taking a little longer, a few have even taken 2 weeks?We send also an email to confirm the sending of your item/s but you might not receive the email. In this case, just send us a quick email and we will get back to you with the sending date.
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For overseas customers: we also ship items worldwide, receiving goods can take up to 10-15 days. However holidays, strikes, weekends and other unforeseen events can delay letters. Some clients received their items up to 2 months later. We do recommend registering/insuring your items as we won't be responsible if your item will be lost or damaged by regular post.
20. Will you let me know when you have received my payment and posted my item?
Yes, as soon as we receive your payment, we prepare your item to be sent, please to allow us 36 hours for us to send your item. When we have finished wrapping and packing your item/s, we will send you an email to confirm that the payment has been received and the item will be posted very shortly.
If you do not receive an email confirming that your item has been posted, please first check your 'bulk email' folder and if it is still not there send us a quick email and we will get back to you with the sending date.
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21. If I choose the fast post option (express post) do you guarantee that it will it arrive to my place the next day?
If your postcode is one of the following codes (click on the following link to see if Australia post delivers to you overnight) http://www.auspost.com.au/BCP/0,1080,CH2433%257EMO19,00.html
Australia post Guarantees it will arrive the next working day, if they do not deliver within that specified time they will refund us the postage cost. This amount ($7.00) we will give it to you - if this happens, please to contact us.
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22.
When I pay the extra $2.05 ($12.50 for overseas customers)
for registered post what does that mean? This means that if the item
has not arrived after 3 weeks you have to contact us and we will call
the post office to have your postage tracked. If the item is discovered
to be missing you will receive a full refund excluding postage. The refund
can take up to 6 weeks (Australia) to 3 months (Overseas) as it is the
time it takes Australian Post to complete the investigation.
In any case if it has been more that 2 weeks, please enquire at your local post if you have not received your item after 2 weeks (I.e. it might be because you simply have not received the notice paper to pick up your item at your local post office).
Unfortunately, we will not be responsible for this mistake made by your local post and you will automatically have to pay for the second postage of your item.
23. I made payment but I still have not received my item, what should I do?
First, contact us to check with us if we did receive your payment. Then, if we did receive your payment and we did send already the item, Please allow 3 weeks for the item to arrive. If after this time you have not received the item yet please contact us.
We are available by phone from Monday to Friday between 9 am to 6 pm and
Saturday between 9 am to 3 pm. If you are calling from overseas, we are
based at Brisbane, Australia Eastern Time. Please phone us on +61 (7)
3857 7740.
Another possibility to get a quick answer is through email if email.
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Refund - Guarantee
24. What happen if my item arrives damaged by the post? Firstly and only if your item has been registered, you must immediately go to your local post office and show them the damaged item and the packaging . They will ask you to fill out a form so you can receive a compensation. Unfortunately if you do not registered your item, we will not be responsible if your item is damaged by the post as we do recommend using Registered post (which covers for damaged during transportation). However, we pack each item very carefully and we send it in a padded bag to prevent any breakage. You can always contact us if you receive a damaged item and we will see if any option could be available as we want any customer happy by our services.
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25. What can I do if the item I received was not what I was expecting? If you receive an item different that what you were expecting, please to contact us. However, please note that it is different to receive an item which has been sent by mistake and an item you are not happy with.
26. If there was a mistake on listing, I received the item and I am not happy with it (size, weight, photo and/or writing) can I get a refund or exchange? Yes, you can. We want you to be happy with our service. Simply contact us with notifying your disappointment and we will find the best option for your situation.
27. After a few months, my item got damaged, can I get a refund and/or an exchange? Our items are hand-crafted by professional jewellery makers, Stone may contain flaws and inclusion as they are naturally formed. However, we do give you extra cover and comfort. Each item comes with a 90 day (with our Opal jewellery we offer 12 months) full refund guarantee only if there is a fault due to a manufacturing - you also must keep your receipt (electronic or paper). We do not refund item for being dropped, worn or scratched. (See question 29 below for return policy)
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28. If I receive my item but am not happy with it will you give me a refund?
If you change your mind about an item. Simply contact us within 7 days after receiving it, post the item back when you have our confirmation with the item number and your username. We will give a refund for the item purchase excluding the initial postage cost and you are responsible for all return shipping. We do reserve the right to refuse refunding if the item is not returned in its original state (dropped, worn or scratched) or if you don't follow the return procedure. (See question 29 below for return policy)
29. What is the return policy (procedure)? The return policy concerns any item which is return to us (it can be to be exchanged, to be refund, etc...).
The return policy is : 1. we need to be contacted before any sending back - 2.We do ask the return of the item in its original state (except when fault from craftmenship), no refund will be made if worned, broke, scratched (before or during transportation back to us) if the item was in perfect order when you received it - 3. you are responsible for any postage back to us (except when fault form craftmenship) - 4. Sending back must be done within 7 days (after receiving the item) - 5. The item must be protected by a padded bag or bubble wrap inside envelope (cd envelope is not suitable) to avoid breakage during transportation (you can use the envelope we send it to you) - 6. You must indicate your username and the item number with the return item. If you have followed this return policy you will be certain to be refund. In the event of one of those policies are not followed, it will be in our own discretion that you will be refund (or not).
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Custom's
30. What's happened when there is an extra charge at arrival (i.e custom charge)? If the item sells for less than AU$30 it is unlikely that you will be charged custom fees. However if you are charged a duty please contact us as we do refund (upon proof) 10% of the purchase amount excluding postage cost.
31. How do we fill out the customs form? Correct customs information will be written on Custom declaration form. Goods will be sent as merchandise. Please contact us for other options.
Discounts
32. How many items do we need to get a discount? We
are open and negotiable on our fixed price items however we do not give
any discounts on our auctioned items. All discounts are to be worked-out
prior to the end of any auction. We do not combine items when paid separately
and if not bought in the same month.
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33.
Can you combine Magic and Spirit Jewellery to receive shipping
discount? Yes, we can. Any items won in any month can be combined
- it must be paid all together (we do not accept several payment for a
same order). If you pay by Paypal make sure you finish or combine your
items prior sending through the payment.
34.
If I made payment and I forgot or did not combine my item/s
(no delivery discount has been given), can you wait to send the item(s)
if I wish to keep bidding and get the shipping discount afterwards?
Unfortunately not, once we receive payment this brings into action many
different operations regarding the item/s to insure that there is a smooth
profession faultless transaction. If we stop the process mid-way this
can cause several problems. For this reason we do not put on hold any
items once payment has been received. Sorry, no exceptions!
35. I paid for two items separately will they be added together if not yet posted?
If we receive two seperate payments from you and we have not posted the items. We will not add them together but treat each of them as 'uncombined postage' and post them separately.
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36.
I received an Invoice but the amount was not correct, i.e.
It did not include the postage discount? Sometimes you may need to
correct the invoice for registered post. If this is the case take the
register amount and simple add the $2.05. There are a few other reasons
to change the invoice, if you know the final amount please go ahead and
correct the invoice, otherwise simply send us an email asking for the
invoice and we will send one to you within 24 hours (more time is required
if it is a weekend).
Payment
37. Which method of payment do we accept? We accept Paypal, bank deposit and cheque for Australian residents. Euro zone residents can pay by Paypal, bank deposit and cheque. Rest of the World can pay only by Paypal.
38. I live outside Australia and have won one (or more) of your auctions but I do not have a credit card - how can I pay for the items? You can still pay using Paypal via E-check (debit from your bank - not available in Australia) - when you receive the invoice from ebay after you have won the auction there are three payment options one of these is called e-check - simply click on the link and follow the few instructions (E-cheque is not available to all countries).
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39.
How does Paypal work?
To use Paypal, you need to have a credit card and you have to set an account
at Paypal.com (Paypal is international company) via internet. When you
have the option to pay by Paypal you just follow the instruction on screen.
It is a more secure system than to deposit money in bank account. You
also have some assets like getting refunded or paying in different currencies
when buying overseas and you do also not have an extra when using Paypal.
40. Which payment method is the quickest way to get our item(s)? To receive your item quickly after winning them. The best payment method is Paypal as the payment goes through almost immediately.
41. Which payment method does Magic and Spirit Jewellery prefer to be paid? We prefer to be paid via bank deposit.
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42. Which payment method is the safest way? all ways are safe. However, sending a cheque can be a tiny bit risky as it is through the post.
43.
When do we have to pay for our items? We have auctions
ending every day. You can hold off making payment for all the items that
you have won until the end of the month, if you are actively bidding on
our auctions. The payment of your items is to be made within 3 days following
the end of the auction if you have no intention on bidding or buying any
more items.
44. How many days does it take to get payment confirmation when we pay by direct deposit or cheque ? If you make a direct deposit via the internet before 6.00 pm on Monday-Friday we receive confirmation of payment within 24-48 hours. If you make payment on Saturday or Sunday we receive confirmation on Tuesday.
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45. What should I do when I receive a message to make payment (or reminder) when I already have done so? Please contact us immediately so we can re-check our payment records. Most likely it was an automatic email that was sent before we have time to make note of the payment.
46. Why do I receive an email asking me to pay, I already contacted you to let you know that I will pay later because I am still actively bidding? This email is simply a reminder to those people who have no intention to bid on anymore of our auctions - we send a gentle reminder, it is automatically generated so we need to send it to everyone (bidding or non-bidding), if you are still bidding on our auctions please simply ignore it/them.
47. Do we have to pay a goodwill payment on some of the items that we are bidding on to prove that we are a genuine bidder? Please do NOT make payment for any of your items until you have finished all of your bidding (for that month) We believe that all our customer are genuine bidders :-)
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48. I am unable to make payment at the moment, but I will be paying shortly is that Okay? Yes, that is fine :-) What we ask is you to contact us and let us know you have money trouble and when you will be making payment.
49.
I am unable to make payment at the moment and I do not think I will be
able to make payment, is that Okay? We understand that there are times
when paying for things can be difficult so we do not wish to punish people
who fall upon hard times - if this is the case you MUST contact us. However
we also believe that people need to take responsibility for their actions
- especially on ebay - therefore we do give you a strike which result
in two things?
- It
allows us to recuperate eBay's fees that we were charged for.
- If
you are not genuine in you inability to pay and do this regularly then
you will prevented from bidding in eBay.
Please
note: We will block any ebayer who we feel is rude or refuses to contact
us.
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eBay listing and other
50. What information is always including on our listing page? The listing page contains all details that we know about the item (general information like the weight, size, stones, etc), photos of it, terms and condition.
51. How do we retract our bids? To retract your bids, you have to go through Ebay help. We do not interfere when you retract your bid. However to make it fair for us and any others bidders, please execute this action at least 24 hrs prior the ending of transaction. If you haven't retracted your bid when you could have done it or contacted us 24 hrs before bid ending. We consider you are genuine buyer and we will be waiting for the payment of the item.
52. Which responsibility do we have when we bid on an item? When you are bidding, you are signing a buying contract. The condition is the same as if it was buying an item in a retail shop. If you win the item, you have to pay for it.
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53. Is bidding a contract? Yes, it is. You are signing a contract which obligates you to pay the item and us to sell it to you. However, you do have the possibility of retracting your bids.
54. When can I expect a feedback from Magic and Spirit
Jewellery? We give positive feedback immediately after you give it
to us. What most people do is wait to give their feedback until they have
received the item in their hands and feel pleased with it. This way if
there is a problem with the item/transaction they can contact us and allow
us to rectify anything if there is a issue.
55. If I am not happy with the item, what is the best way of getting satisfaction? The first & best thing to do is to contact us. If you are not happy with the item because you just don't like your new acquisition. You can always send it back and get a refund for the item (excluding initial postage and return postage). You have 7 days after receiving the item to change your mind. (see refund-guarantee section)
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56. Does Magic and Spirit Jewellery team give negative/neutral
feedback? No, as a seller we are not able to give negitive feedback.
If we feel that a customer is rude to us, or disrespectful then we block
them from ever buying from us again. We, and our customers know that we
have a great site, being blocked from our site is worse than negative
feedback!
57. As an unhappy customer, Should I give neutral/negative
feedback to get satisfaction? Please contact us first! We work very
hard to make sure our customers are happy with their items (by taking
many pictures). If you are not happy with the item then please allow our
service to make up for it by giving a possible refund, than using the
threat of neutral/negative feedback.
58. What is the advantage to put us "as favorite"? The advantage to put us as favorite is for you to find our items faster (and easier). You also receive a taste of the collection once a month.
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Store
59.
What kind of item(s) can I find on Magic and Spirit store?
Pendants, bracelets, earrings, necklaces, rings and chains. Most of our
items contain a natural stone (or several). We do have a minimum of 50to
150 different natural stones in our collection at any time : amethyst,
citrine, quartz, chalcedony, peridot, garnet, jade, rhodochrosite, tiger's
eye (yellow or red), moonstone, rainbow moonstone, labradorite, amber,
turquoise, topaz, zoisite, malachite, black star and cat's eye. The setting
of our items can be made in sterling silver or gold, sometimes both. We
specialize in fine hand crafted manufacturing with a good quality final
product as well as quality Opal Jewellery (which have been created by
us).
60. Do we have to follow the same rules on Magic and Spirit store than if we were bidding? Yes, rules are the same on the Magic and Spirit eBay store.
Jewellery purchase
61.
I missed out on an item that I really wanted, would you
have another one like it that I may purchase? We may have simular
items still 'in the pipe-line' about to be listed, so keep an eye out
for them, however please also look for items on our French eBay and at
our website www.JGjewellers.com.au
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62. If I can describe a particular piece of jewellery (out of our collection) can you order it for me? Unfortunately, we don't have yet that system in place.
63. Do you sell jewellery off ebay? Yes we can sell Jewellery off ebay - at our website www.JGjewellers.com.au
64.
Can I purchase large amount of jewellery from you off ebay? Yes, you
can purchase a large amount of Jewellery from us. Please contact us at
our website for more information.
Email from us
65. What is an automatic email? An automatic email is an email you receive from us (or anyone) which has been sent automatically. Most of the time if it is from us, you will receive an automatic email : when you win an item, when we receive payment and when we have posted the item.
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66.
Can we change the amount of an invoice if it is not correct
(i.e adding cost of registered item)? Yes, but please also confirm
that you have done this via email.
67. Why don't we get an answer to our questions?
If you don't get an answer from us, it may be because your search engine
blocks our emails or they have been directed to your 'Bulk' folder. It
can be that we have not receive your question as well, please do not hesitate
to call us. If you send the email via eBay then we should receive it.
68. How can we get a very quick answer to urgent question? The best way to get a very quick answer is to give us a call. See "contact" section below for more information.
Bidding in both French and Australian Magic and Spirit Jewellery store
69.
I registered my eBay account using eBay.com.au but I see some items that
I wish to bid on eBay.fr, do I need to register on the French eBay to
bid on those auctions? Your eBay user name can be used for every eBay
country. Simply bid on the item(s) that you want - if you purchase on
eBay regularly it should be simple because all the eBay layouts are universal
- if you have any questions - pleasesend us an email.
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70.
If I purchase something on the French site, can I combine
those items with the ones I won on the Australian site so that I can save
on postage? No, eBay does not allow us to combine items from the two
sites. i.e. the 1st postage price will need to be paid for each ebay store
and you will have two seperate invoices.
71.
What is the different between French and Australian eBay? Nothing
is very different on our listing page for both countries (the postage
fees a slightly higher on the French side), we have tried to keep both
stores as simular and as simple as possible. However, be aware that in
French we use a "coma" for decimal and in Australian, we use a "dot" for
decimal. For exemple : 50.02 in Australian will be 50,02 in French.
72. Is it okay if I pay in Euros (or Australian dollars) if I bought an item in the Australian (or French) Magic and Spirit store? Yes, you can if you convert the currency or pay by Paypal. You can find friendly currency converter on internet.
73. Do I have to notify you that I am buying/bidding in both eBay stores? Only when you have finished bidding (prior making payment).
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Contact
74.
When can I call you? We are available from Monday to Friday between
9 am to 6 pm and Saturday between 9 am to 3 pm. If you are calling from
overseas, we are based at Brisbane, Australia Eastern Time. Please phone
us at +61 (7) 3857 7740. We do have Skype, internet phone service (communication
free of charge between skype users) : our username is magicandspirit.
75.
How long will it take for you to answer my email?
We work from Monday to Saturday, emails are normally asnwered in the morning.
In the afternoon we do keep an eye on our emails but we do not guarantee
a response until the following morning (i.e. emails sent after Saturday
morning may not be answered until Monday morning). It will be well appreciated
if the email contains an item reference and your username. If you are
living overseas, please allow us 24 hours to answer to your email.
If you wish an immediate answer to your question please phone us at +61
(7) 3857 7740. We do have Skype, internet phone service (communication
free of charge between skype users) : our username is magicandspirit.
76. What is the best way to get a quick answer?
The best way to get a quick answer is by phone, as you will get us immediately
and will get an accurate answer to your question. We do ask to first check
our FAQ as the answer may already be answered. We are available from Monday
to Friday between 9 am to 6 pm and Saturday between 9 am to 3 pm. If you
are calling from overseas, we are based at Brisbane, Australia Eastern
Time. Please phone us on +61 (7) 3857 7740. We do have Skype, internet
phone service (communication free of charge between skype users) : our
username is magicandspirit.
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