0 item(s) in the Shopping Cart

    Blog The latest news, products, promotions, events and projects at Bead Aura

    Continue Shopping
    Checkout
    * Excludes Postage and Packaging. Delivery charges are calculated during check-out based on the overall weight, destination and class of postage selected.

    Frequently Asked Questions

    Frequently Asked Questions

    Orders and Payments

    Can I place an order over the phone?

    Do you provide wholesale prices?

    What payments options do you accept?

    How can I amend/cancel my order?

    Delivery

    How quickly will my order be despatched?

    How quickly will my order arrive?

    Can I get free delivery?

    Is my order is lost in the post?

    I think my order is lost in the post

    Do you deliver outside of UK?

    How much is delivery?

    Can I refund/exchange items?

    Products and Services

    Do you sell Gift Cards?

    Do prices include VAT?

    Can you inform me when Out of Stock goods are likely to be available?

    Are all your items exactly as they appear on your website?

    My Bead Aura Online Account

    I’ve forgotten my password, how do I retrieve it?

    How can I update my personal details?

    Do I need to register with Bead Aura Online to place an order?

    How safe are my personal details?

    Bead Aura Online

    Do you only sell online?

    Do you have a shop?

    When is the next fair you are attending?

    How do I keep in touch?

    I have a complaint

    Orders and Payments

    Can I place an order over the phone?

    Yes, our phone number is +44 (0) 744 075 7208 and we take orders between Monday to Friday, 10am to 5pm. We are happy to take orders over the phone, but we do request that you have the Product Codes for the products ready, as we cannot take an order without them. We do not take payments over the phone for security purposes. Should you be placing an order over the phone, we will either send out a PayPal Invoice for you to securely make the payment, or we will provide you with details to complete a bank transfer. Orders will be dispatched once payment can be confirmed by us.

    Do you provide wholesale prices?

    Yes, most of our products will include wholesale discount prices. If there are not, it could be that the particular product is a limited-stock or clearance product. If you have a specific quantity in mind, you can e-mail us with the quantity you are after and we will get back to you as soon as possible. Our e-mail address is [email protected]

    What payments options do you accept?

    Payment for orders can be made by credit or debit card (excluding American Express) or PayPal. Unfortunately, we no longer accept cheques as a form of payment.

    How can I amend/cancel my order?

    Once you have placed your order, we do work as quickly as possible to dispatch it so that you may receive it as soon as possible. Therefore, if you would like to amend or cancel your order, you need to let us know immediately by calling us on +44 (0) 744 075 7208 during our opening hours (Monday to Friday, 10am to 5pm) or e-mail us at [email protected] Providing the order has not been dispatched, we can cancel the order and refund any payments you have made. However, if the order has already been dispatched, then we will process the request as a refund. For more information, please read our Cancellation, Return and Exchanges policy.

    Delivery

    How quickly will my order be despatched?

    We aim to despatch your order within 2 working days of receipt. For Express Delivery orders, as long as the order is made before 1pm, we will be able to dispatch your order on the same day. After this time, your order is likely to wait until the following working day.

    How quickly will my order arrive?

    Standard Delivery normally takes between three to five working days to arrive. We usually use the Royal Mail or ParcelForce service for most orders. If you need something urgently, you should opt for the Express Delivery service. Providing orders are made before 1pm and are in stock, you should receive it by the next working day before 1pm. While we will do our best to dispatch Express Delivery orders on the same day, you may need to wait up to 2 working days to receive your order if it is made after 1pm. For International orders, delivery will usually take between 7 to 9 working days.

    Can I get free delivery?

    Yes – Free delivery will be available for all orders over £40 with Standard Delivery. However, please be aware that this method is the least secure service offered by the Royal Mail. If you are placing an order that includes important or valuable items, we highly recommend that you use the Sign-For or Express Delivery Service which is more track-able and offers more protection against loss or damage.

    Is my order is lost in the post?

    From time to time, there will be a delay during delivery that is beyond our control. If this happens, please contact us at [email protected] so we can chase it up for you. While we do not take responsibility for any delay caused by the courier (in most instances, we use Royal Mail or ParcelForce), we will do our best to help you check and get an update from them. Royal Mail does not class items as lost until 15 working days after the due delivery date. If you still haven’t received your package by then, let us know and we can do our best to help you resolve this. To reduce the likelihood of orders getting lost or delayed, we recommend using Express Delivery, which is track-able and safer, or Sign For Delivery, which can allow us to find out whether the order has been delivered or not.

    I think my order is lost in the post

    If after 15 working days, you still haven’t received your package, then we will process the order as lost by the courier. In the rare instance that that happens, we will endeavour to re-send your order out to you providing the products you’ve purchased are still available and in stock. If it is not, we will do our best to exchange this for a similar product. To reduce the likelihood of your order getting lost, we recommend using Express Delivery - which is track-able and offers more protection against loss or damage, or Sign-For Delivery- which will allow us to find out whether the order has yet to be delivered or delivered to the wrong person.

    Do you deliver outside of UK?

    Yes – We do offer Postage and Packaging to addresses outside the UK. This will be updated on our system when you enter the delivery address details. However, please be aware that we do not take responsibility for any lost or damaged items caused by couriers with items sent outside the UK. If the order is lost and is being sent to a delivery address outside the UK, then we can only assist you in providing information so you can claim back any loss from the relevant courier.

    How much is delivery?

    Orders over £40 are free on Standard Delivery, otherwise prices are dependent on weight and start from £2.95.

    Can I refund/exchange items?

    If you are not completely satisfied with your product, you need to let us know as soon as possible by e-mail or phone so we can arrange an exchange or refund. Providing you contact us within 7 working days of the date of purchase, we are usually able to arrange a refund or exchange. However, occasionally, that may not be possible. Certain items such as earring studs cannot be returned due to Healthy and Safety reasons or items that have been used or are not in a resalable condition. On agreeing to a refund or exchange, please make sure that any returning products are packed securely and that you obtain a ‘Proof of Postage’ which is free at the Post Office. For more information, please read our Cancellation, Return and Exchanges policy.

    Products and Services

    Do you sell Gift Cards?

    Yes – You can order a gift card from us which will allow you to purchase items from our website. Just e-mail us on [email protected] and let us know how much you would like to put on the card.

    Do prices include VAT?

    Yes – All prices are inclusive of VAT.

    Can you inform me when out of stock goods are likely to be available?

    Yes – Just e-mail us with the Product Code of the item you are after and we will let you know if and when they will be re-stocked. Please be aware that with certain items, different batches from our suppliers can vary slightly. While we will do our best to ensure the restocked items are as close as possible to the previous batch, this will not always be possible. In such instances, we will let you know if there are any differences.

    Are all your items exactly as they appear on your website?

    Some of our goods are made of naturally occurring materials or may be handmade. In these instances, some variation in colour, size and cutting should be expected. Part of the charm of hand-carved beads or natural material is that no two are identical to each other. Examples of this include gemstones, pearls, lampwork glass beads and wooden beads. We do try our best to reflect our products as honestly as possible in the description and images of the products but please be aware that different monitors and display screens can cause a slight distortion in colour and shape of the product depending on how they are calibrated.

    My Bead Aura Online Account

    I’ve forgotten my password, how do I retrieve it?

    Simply click on the ‘Forgotten Your Password’ link at the login page. You will need to enter the e-mail address registered for your account. There will also be a code which is displayed on the screen which you will need to enter. An e-mail will then be sent to you with a verification code and a link to reset your password. Simply click on the link, type in and confirm your new password and enter the verification code from the e-mail.

    How can I update my personal details?

    You will need to login to your account with your e-mail and your account password. There will be a menu link available for you to update your personal details. You will also be able to choose whether or not to receive newsletters from us. We do not store any sensitive data such as bank payment details on our website.

    Do I need to register with Bead Aura Online to place an order?

    No – You can place an order as a guest without creating an account. However, if you register, you will be able to check your order history and will be able to go through checkout faster as your delivery address is saved in your account.

    How safe are my personal details?

    You personal details are safe with us. All information is stored in a remote secure server. We do not pass any personal information onto other third-party services other than the secure payment processing service for the purposes of completing a transaction. We do not store any sensitive data such as payment details either.

    Bead Aura Online

    Do you only sell online?

    Mostly yes, although we do occasionally attend bead fairs too.

    Do you have a shop?

    No – We are currently only selling products online and at bead exhibitions.

    When is the next exhibition you are attending?

    We plan to join a number of fairs and exhibitions throughout the year. To find out more, check out our News Section.

    How do I keep in touch?

    There are many ways you can keep in touch with us to find out what exhibitions we will be attending as well as any new products, tutorials or projects. You can either contact us by the usual means – our e-mail address is [email protected] and you can call us on +44 (0) 744 075 7208 (Operating hours are Monday to Friday, 10am to 5pm GMT). Alternatively, you can keep updated by regularly checking our Blog and News Section. You can also sign up to our Newsletter service, which will provide you with regular updates with what we are doing as well as letting you know any new products, blogs or news available. We are also signed up to all the major Social Media services including Facebook, Twitter, Google Plus and Pinterest. Just follow us on any of these to keep in touch. We love it when our customers show us the designs and projects they are working on!

    I have a complaint

    We do our very best to provide the best service and products we can to all our customers. However, we do sometimes make a mistake. If you dissatisfied with something, please let us know as quickly and as politely as possible. We will do our best to work out how the problem occurred and the best possible solution for it. If you do have a complaint, please e-mail us at [email protected] or write to us at Bead Aura Trading Ltd., 114 Colindale Avenue, London, NW9 5GX. We will always examine any written letters in detail and provide an individual response to anything written to us. We will take any constructive criticism on board as we hope to improve on our service where possible.