Customer Service & Company Information
The following policies and procedures have been written to assist you to
make informed and stress free decisions when dealing with our company.
Ordering Information
Security Policy
Our site uses the industry preferred SSL 128 bit encryption method to
securely send your payment details and other personal information such as
your delivery address across the Internet. We also maintain physical
and procedural safeguards to secure your personally identifiable
information.
Privacy Policy
New Zealand law requires us to keep a record of your
name and address, and details of your orders and payments. Beyond
this lawful responsibility we practise physical, electronic and procedural
safeguards to hold all client information completely secure and
confidential and no details are ever shared or sold to a third party.
Pricing Policy
Crystal Products: Beads, Pendants, Pearls, Sew
On Jewels, Tiaras, Iron on Transfers, etc
Our lowest prices start at 'per each'. You can purchase just one
or any multiple of one. If you buy more than one unit, the per each
price just multiplies by the number you're buying. Factory packing
units of any one article / colour / size attract a discount. Please
enquire as the quantities in factory packing units vary both from size to
size and also amongst the different articles.
Loose Rhinestones: Non Hot Fix, Hotfix etc
These have three price brackets (multiples of 10 pieces, multiples of
100 pieces, or a factory packing unit) and basically the more you buy, the
cheaper they become.
Returns and Exchanges
As we offer colour samples of rhinestones, beads and
most trims so you can confirm colours and sizes, we regret we're unable to
accept returns or exchanges just because you've changed your mind after
receiving the goods. Nor do we accept returns or exchanges on sale or
discounted items or any item we've cut to length specifically for your
order.
But we realise things do happen sometimes and should
you wish to return any unprocessed item for any other reason we reserve the
right to charge a 15% re-stocking fee unless the return is due to an error
on our part. We regret we don't accept any partial returns of units
purchased.
You will need to contact us within 10 working days of
the invoice date before returning any item so we can let you know the
procedures to follow.
If we consider any returned item to be faulty we will
meet our obligations under the Consumer Guarantees Act and send a
replacement to you free of charge. If the returns are for any other
reason then all original delivery and return delivery costs are your
responsibility, and the standard handling fee will be applied to any new
items are sent out to you as replacements.
Ordering Information
At Rhinestonz & Beads we pride ourselves on our friendly,
knowledgeable, responsive and efficient service and because we hold a high
stock inventory, your order will normally be processed and dispatched
within 1-2 working days of your payment being confirmed.
Ordering info for NZ clients
You can place your order by using our shopping cart facilities on this
website, or by phone.
You can pay using:
Credit Card - we accept MasterCard or Visa
Debit Card - we accept all debit cards supported in the NZ banking
system
Bank Deposit - account details are on the final page of our
shopping cart
If you wish to pay by any other method please contact us first to confirm details
We're available for phone queries and phone orders between 8.30am to 3pm
Monday to Thursday, late night Thursday 7-9pm, and Friday half-day from
8.30 am to 1pm, excluding Taranaki Anniversary day in March and all other
New Zealand Public Holidays. Please contact us for details for these
dates.
Orders with payments received before 1pm Monday to Thursday and before
12 midday Friday will usually be processed the same day. Orders received
after these times will usually be processed the next working day.
All orders are important to us, but we understand some are more urgent
than others. If you really need your order yesterday, please ensure you
have enough funds in your credit card account as insufficient funds will
decline your payment and delay your order. If paying by bank deposit
please allow 1-3 working days after you've made the deposit, for funds to
arrive in our account.
Ordering info for International clients
You can place your order by using our shopping cart facilities on this
website, or by phone.
You can pay using:
Credit Card - we
accept MasterCard or Visa
Debit Card - we accept all debit cards
supported in the NZ banking system
If you wish to pay by any other
method please contact us first to
confirm details. Sorry, we don't accept Paypal at present.
We are available for phone queries and phone orders between 8.30am to 3pm
Monday to Thursday, Late night Thursday 7-9pm and Friday half-day from
8.30am to 1pm NZST / NZDST excluding Taranaki Anniversary day in March and
all other New Zealand Public Holidays. Please see contact us for these
dates,
Orders under NZD 1000.00 received before 1pm Monday to
Tursday, and before 12 midday Friday will usually be processed either the
same or the next working day. You can opt for a longer service of 3-5
working day processing of your order and pay less in International
Handling. Orders over NZD 1000.00 require extra NZ Customs export clearance
and usually take 2 / 3 working days.
Telephone Orders
If you'd like to talk to a real person we're very happy to accept phone
orders. This is sometimes a good idea if it's the first time you're
buying from us, if you need advice because you're not sure you're ordering
the right product, or if you want to check the availability before
confirming your order. You may also want to give us your credit card
details in person rather than trust them to electronic gadgets.
If you are in a particular hurry then we strongly advise a phone call to
confirm availability and shipping options. Please have your credit card
handy.
We're available for phone queries and phone orders between 8.30am to 3pm
Monday to Thursday, late night Thursday 7-9pm, and Friday half-day from
8.30 am to 1pm, excluding Taranaki Anniversary day in March and all other
New Zealand Public Holidays. Please contact us for details for these
dates.
Orders with payments received before 1pm Monday to Thursday and before
12 midday Friday will usually be processed the same day. Orders received
after these times will usually be processed the next working day.
NZ Delivery
FLAT RATE IN NZ $4.00
Dispatch
Orders can be sent to a street address, a work address, a Rural (RD)
address or a PO Box. We're happy to add any special instructions such
as "please leave by the front door" or "please leave in the letterbox"
etc. If you require any special instructions to be noted, please
ensure you tell us this when placing your order, or make sure you add it to
your address details when using the Cart.
Most orders are processed and dispatched 1 - 2 working days after we
receive them and correct payment. Once an item has been dispatched
from our premises we will give you confirmation via email that the order
has been processed and sent. Please read our terms and conditions.
Delivery Methods and
Target Delivery Times
We send by 'track and trace' courier, 'non-signature' required.
With track and trace there is a record of dispatch from our premises and
delivery to the address provided. Town or city deliveries are usually
overnight Monday to Friday, but some areas further out, or rural deliveries
may take a couple of days.
If Saturday delivery is requested an extra charge will apply, however
this service is not guaranteed. Saturday delivery is NOT available to
areas that NZ Post deem to be RD (ie; those addresses or areas that have an
RD number, such as "RD 2"). If you're unsure if your area or address
has an RD number, it's easy to check on the NZ POST website.
On the other hand, even though they have no Saturday Delivery sticker
attached, occasionally items do get delivered on a Saturday by drivers keen
to have an empty van to start with on Monday morning. So if your
order's going out on a Friday and you don't want it
delivered on a Saturday - for instance if you're away for the weekend, or
the address is a work one please let us know. We don't want any
parcels sitting in your letterbox all weekend, or out on the footpath in
front of your dance studio or shop until it re-opens on Monday
morning!
Courier deliveries are usually made in the mornings, but some areas
further out from main town area may have afternoon deliveries so don't
panic if your order doesn't always arrive with your cornflakes. If
you're in doubt or need to know, please contact your local Courier Post
depot, or call them on 0800 268 437 to find out when delivery to your area
is usually timetabled.
Occasionally, due to bad weather conditions or unforseeable delays in
delivery, items may arrive to you later than expected. Please read
our terms and
conditions.
Delivery Information
International Delivery
Dispatch
Most international orders are processed and dispatched 1 - 2 working
days (or 3-5 working days if you opt for this slower service) after we
receive them. Once an item has been dispatched from our premises we will
give you confirmation via email that the order has been processed and sent.
Please read our terms and
conditions.
Delivery Methods and
Target Delivery Times in working days
We send by three methods. Please contact us to advise which shipping
method you would like us to use if you wish to use a method different to
that indicated on the checkout. In the event that you do not contact us to
advise method of sending we will send by indicated method as per our
checkout advice.
1. Airmail is the cheapest option and is prompt in its delivery time
frames. It is available to over 220 countries. There is no track and trace
service on this method of delivery, but 90% of our overseas clients choose
this method again and again for its prompt delivery time frames and
reasonable costs. Additional insurance cover is available for parcels over
the value of NZD250, please email us for these rates but usually this works
out to be NZD10.00. This is our favourite method - Airmail, OR Airmail with
additional cover (for orders over NZD250.00) - it's affordable, you've got
a measure of cover, and the only thing missing is track and trace.
2. Economy Courier costs a little more than Airmail but is a little
faster and has additional cover built-in, and track and trace. It is
available to the following countries - Australia, Canada, China, Hong Kong,
Japan, South Korea, Singapore, Taiwan, USA, Ireland, UK. There is free
online tracking (available on request), door-to-door delivery, and a
signature is required upon delivery. It's charged out at a minimum
chargeable weight of 500grams, so an item that weighs 200grams will cost as
much to send as an item weighing 500grams. We like Economy Courier if you
are getting a high value order shipped out and want peace of mind as to
it's whereabouts at each stage.
3. Express is the most expensive but is the fastest. It is a Track and
Trace courier service to over 220 countries. It has additonal cover
built-in, a free online tracking (available on request), door-to-door
delivery, and a signature is required upon delivery. It's charged out at a
minimum chargeable weight of 500grams, so an item that weighs 200grams will
cost as much to send as an item weighing 500grams. Express Courier is the
premium option for fast, fast, target delivery times.
If we take an example of an order of 2 x 10 gross packets of loose ss20
rhinestones, all packed up with attendant paperwork, we can compare
approximate costs, charged in NZD, and target delivery times across the
world zones. The weight of an order like this will be approximately
200grams. So let's compare;
World Zone
|
Airmail
(additional
insurance
can be purchased for
NZD10.00)
|
Economy Courier
(charged at a minimum
chargeable weight of
500 grams)
|
Express Courier
(charged at a minimum
chargeable weight of
500 grams)
|
Australia
|
3-6 days
NZD 7.00
|
2-3 days
NZD 25.99
|
1-3 days
NZD 37.80
|
South Pacific
|
6-10 days
NZD 10.40
|
N/A
|
2-5 days
NZD 62.50
|
East Asia
|
6-10 days
NZD 11.50
|
4-6 days
NZD 42.50
|
2-4 days
NZD 65.26
|
UK, Europe & Nth America
|
6-10 days
NZD 13.50
|
5-6 days
NZD 44.38
|
2-4 days
NZD 67.50
|
Rest of World
|
6-10 days
NZD 13.50 |
N/A
|
2-5 days
NZD 67.50 |
Please choose your delivery method carefully, and contact us to advise what your choice
is. Allow as much time as possible for delivery. Delivery where your
item is dutiable (see below) or is held for customs clearance may take a
little longer. Other delays, once a parcel leaves our premises, can
sometimes occur, although very infrequently. We do not accept
responsibility for any delays or their subsequent consequences. Please
read our terms and
conditions.
Duty and
Taxes
Small orders for personal use should not incur any additional charges,
taxes or other procedures on arrival in your country, however if you are
uncertain please contact your local Customs Office for clarification.
Please note: Loose rhinestones and beads are NOT
jewelry! They are classified under the different tariff heading
"glass craft beads" - tariff # 7018.10 and as such do not attract duty no
matter what any over zealous customs clearance agent may tell you.
Order Confirmation
If you buy through the website's shopping cart you'll receive an order
confirmation by email. If you have an 'xtra' or 'Yahoo' email address
you will probably need to add our email to your contacts list for these
emails to get through to your Inbox. We don't usually confirm orders
placed by phone.
Back Orders
All products on this site are considered ongoing unless otherwise
stated. Due to a variety of reasons some items may be low in stock or
temporarily out of stock from time to time. Please make sure your
email address or phone number (preferably a landline) is correct, as we
will use this method of contacting you about your order.
Need Help with the Cart?
Just as you would at a supermarket or department store, you have to go
through the same basic steps when you are shopping on our website too (but
without the parking hassles or muzak!)
1. Find the product you want.
2. Put the product in your shopping
cart.
3. Go to the check out and arrange payment.
How do I find the product I want?
Look through the lists of product headings we have over on the left hand
side of the screen.
Once you choose one of these, all the products
that group together under that choice will be shown. You can begin
browsing the aisles or go straight to the aisle or even to the shelf that
the product is on.
What if I can't find what I want?
If you're unable to find a product under the product headings you can
always use the Product Search function. If you were in a department
store this is just like asking someone who works in the store where a
certain product is. The Product Search function is located above the
product headings lists, on the left hand column of our website. Type in the
product name / colour / size etc and click the "Go" button. This will
search the product database and return products that match your search
query.
Now I've found what I want, how do I add it to my shopping cart?
Click on the " + " button which is to the right of each product.
If you wish to purchase more than one item just edit the amounts in the
right hand column of the website.
Checking Out
Once you have all the products you need it's time to head to the
checkout. This is via the "Check Out" button on the right hand side
of the website.
If you are a new client you'll have to fill out
the bottom section on the first Check Out page. Only your contact
details will be stored to identify you as a client. We do NOT store
your credit card details. Once you've completed this section you'll
be taken to the next step.
If you're a returning customer you'll already have a log-in and
password. Enter these and you'll proceed directly to the next
step.
The final steps are for you to select any applicable options regarding
your order, and your payment method. The details are then sent to us
via a secure server and your order will be charged. We will be in
touch with you every step of the way to let you know your order has been
received and is being processed and when it has been shipped to you.
If you
can't get through to the checkout you're not doing anything wrong.
If you're on a PC then it's probably just the version of IE
you're running.
Our website has been designed using the very latest technology and
unfortunately this does not support some older versions of IE, specially if
you haven't installed all the subsequent IE patches provided by Microsoft.
A way around this is to install Mozilla (Firefox) as your preferred
browser :-)
