Home - F.A.Q.

Free Stainless Steel Chain Necklace with orders over £35

F.A.Q.

Frequently Asked Questions
 
Do you take orders over the Telephone? -  No we are sorry, we are a Web Order Company only at the present time.
  
We are able to take payment by Credit Card for placed orders over the telephone.
 
 
I have forgotten my password, how do I login?
We do not have access to customers passwords and so we cannot email it to you. You must use the Recover Password system. Just enter your email address (the one you registered with) into the Recover Login/Password box (next to login), if you have forgotten your login details and also changed your registered email address, please contact us with as much information as possible to verify your account.
 
How do I use my Bonus Points?
Every order placed earns Bonus points. In the top right hand column where you manage your account, you will see Bonuses this confirms how many points you have and takes you through the process of converting them into a Gift Certificate. Once you have your gift certificate emailed to you, the code can be entered in your Shopping Cart before checking out.
 
How do I use a Gift Certificate?
Choose to pay by Gift Certificate when you checkout, just enter (or paste) the unique gift certificate code into the box provided. If your order is greater than the gift certificate value, then after you submit your code you will be asked to choose another payment method to clear the remaining balance.
 
Note: Many people make the mistake of entering their Gift Certificate code into the "Coupon Box" on the Your Cart page, you need to press "Checkout" to reach the Shipping & Payment page, after selecting your Shipping method choose the second payment option of Gift Certificate/Bonus Points, this will take you to a new form to paste your Gift Certificate code into. You will then return to Shipping and Payment to clear the balance if necessary.
 
How do I Redeem a Coupon?
You can redeem a Coupon on the Your Cart/Shopping Cart page  View Cart only when you have placed something in your cart. Below the products in your cart you will find the "Redeem a discount coupon" form, paste or enter your coupon code here.
 
Are you VAT registered?
Yes our VAT number is 175149689
 
I am an EU Business with a VAT number, will I pay tax?
No, if you are a non UK - EU VAT registered business, please create an account and email us to conform verification of your zero rated status. You will not be charged VAT.
 
 
Where Can I find Direct Deposit Details/Payment Information?
Payment Information is supplied immediately after Checkout. A link will be available on your Order Complete page, in your Orders History (under Orders Management), and also in your automatic Order Notification email.
 
Do you ship internationally?
Yes, we ship worldwide from the UK.
 
How much is shipping?
Shipping and Handling costs are automatically calculated and displayed at checkout, the cost is determined by the weight of the final order and your location. Postage starts at 95p in the UK... 
 
Do you give out Free Samples?
No, our items are available in small affordable quantities (often individually) for the customer to try before ordering a large quantity,  customers can return an item that does not meet their expectations.
 
Our stock is usually in exact live quantities, taking "samples" out of stock costs us administrative work, time, post and packing and put costs up.

Free samples are generally given out by Manufacturers and Wholesale companies in business to business transactions, who only sell in Bulk packs to retail businesses.
 
How long before I receive my order?
We generally ship orders out every day of the week (Mon-Fri), and if possible your order will be shipped the same day (up till 2pm) or within 3 working days of your payment being processed at busier times.

International Shipping usually takes 5-14 working days for Airmail/Insured. If you have chosen Recorded or Special Delivery, please check with your local Post Office!.
 
Do you have a printed catalogue?
No, we are a small Internet only business, our inventory of 10,000 is constantly growing. All the items we have for sale are listed on the web site.
 
Do you have a Showroom,  Shop or Warehouse I can visit?
At this present time, we only display and sell products via this Online Shopping Website, we do not have a public/display premises.
 
Do you allow Pickup?
No, at the present time we do not offer this facility.
 
Do you sell wholesale?
Because we directly import our products and sell online, our prices are much lower than regular Retail Shop prices!. our customers also benefit from the quantity discounts we offer on some products, cart total discounts and bonus points.
 
Are my items in stock?
We use a real-time catalogue on Alchemy and Ice, the quantities that are available on the Website are the actual quantities available, so generally you can only order numbers of items that are in stock, occasionally there may be in-corrections and if this happens you will be notified and offered either alternative products of equal/greater value, a store credit or refund.
 
Why have I not received any email from you?
When you register, or place an order, you should receive an email straight away from our Website. If you do not please check:
  • That you entered your email address correctly, please check your profile.
  • Your Spam Box has not deleted the email - This is more common with Hotmail or AOL users.
What payment methods do you accept?
We can only accept payment by Credit Card through the secure PayPal online gateway.
In addition to PayPal we accept Direct Bank Deposit. We also accept Cheques/Postal orders in UK Pound Sterling, and Bank Transfer for UK, European and Australian customers.
 
What currencies do you accept?
All prices on our Website are quoted in UK Pound Sterling, we also invoice in UK Pounds. We provide a conversion rate for guidance and cannot guarantee that the exchange rates shown are accurate.
   
 
What are your Business hours?
By shopping over the net you can browse and buy at a time that is convenient to you. We usually deal with any queries within 1-2 business days.
 
Alchemy and Ice
our new administration address is:
219 Ditchfield Road
WIDNES
Cheshire
WA8 8HY
England
U.K.
 
Administration/Telephone Hours
(Mon-Fri) 10.30am - 3.30pm
Tel: 0750 4051 172
Email: help@alchemyandice.com

Other questions?
Please use the Contact Us form, we will gladly get back to you as quickly as possible.

Gift certificates