CLOSE
clearpix
ORDER SUBTOTAL  $0
VIEW CART clearpix CHECKOUT

Frequently Asked Questions

Our team at Celtic Promise is always at hand to help with any questions you may have regarding our service. Below are some questions that our customers frequently ask. If none of them answer your questions be sure to Contact Us or email us at info@CelticPromise.com and we will try to respond to your queries within 24 hours Monday-Friday. We are here to help!

MY ACCOUNT

Why should I register an account with Celtic Promise?

Registering an account with Celtic Promise will make your experience with us more personable and convenient. By registering with us you can easily Track the progress of your orders, Sign Up for newsletters to be the first to hear about our latest designer jewelry collections and special offers, or Amend your Preferences to personalize the information we send you.

Do I have to register with Celtic Promise in order to make a purchase?

No. If you want to make a quick purchase or do not want to register your details with us, then we also allow guest shoppers to purchase on our site. You will still be able to track the progress of your order via your Shipping Confirmation Email once your purchase is on its way to you. You can always register at a later date, however please notice that any purchases made prior to registration will not be visible in your account order history.

What do I do if I forget the password to My Account?

If you forget your password, simply follow the Forgot Your Password instructions on our Sign In page and we will re-send a new password to your email account.

Back to top

PAYMENT

What forms of payment do you accept?

We accept all major credit cards; American Express, Visa, and MasterCard. We do not accept personal checks or CODs, wire transfers, or money orders.

Is it safe to use my credit card online?

Yes, we use the highest security encryption standards to ensure that your credit card details are kept completely safe. Our site security is checked daily to ensure that all transactions are completely secure. For more details, see our Privacy Policy.

Why is my credit card number not being accepted?

Typically when credit card numbers are not being accepted it means that you have incorrectly entered your details. Please ensure that you select the correct card type and that you enter the correct credit card name and number in the box provided.

Why are all of your prices in dollars?

At present all of our payment processing systems are US based. However our systems do support international credit cards. Your payment will be charged in dollars and any foreign exchange rates incurred will be processed by your bank.

We are working to support additional local currencies on our website as soon as possible. We will keep customers informed of any such updates via our Mailing List, Blog and Facebook page.

My promotional code / gift certificate code does not work?

Only one promotional code can be used per order. Your promotional code may not work as it may be out of date. Gift certificate codes do not expire, so you should not have any problems if it has not already been used. Simply enter your code number in the shopping cart to redeem its value. If you have any problems please contact us.

Back to top

ORDER STATUS

How do I know if you received my order?

When you submit your order you will receive a confirmation message together with your order number on the 'Order Confirmation Page'. If you do not receive this message it means that you have not entered all of the order details correctly, or that some order details have been omitted. Please review and correct the order details and submit the order again. If you still have problems please Contact Us so we can help guide you through the issue.

Once we receive your order, we will email you to confirm that your order has been received and is in line to be processed. Please be sure to double-check your confirmation email to ensure that your order is correct. It will confirm the item(s) you purchased, price, shipping details, ring sizes etc. If anything is incorrect in your order please Contact Us immediately, so we can correct your order.

How do I check the status of my order?

Once you place your order, you will receive an order number that can be used at any time to check the status of your order using our Track My Order service. Please have your order number and email address used at the time of ordering in order to use this service.

If you are a Registered Customer, then you can also check the status of all your current and past orders at any time via our website. Simply Sign In to your account and select "(Your Name)'s Celtic Promise" to view your order and billing history.

All shoppers, including Guest Customers, will receive a Shipping Confirmation Email once their order has been shipped. This email will detail the shipping service used as well as shipping confirmation number. You can use this information to Track My Order, including the tracking of shipping status via our carrier partner's tracking service.

If you have any additional questions or concerns, you can always Contact Us to check on the status of your order.

Can I order by phone?

If you wish to speak to our sales team in person, please Contact Us and remember to include your contact phone number and preferred call back time. We will endeavour to call you back as soon as possible - and certainly within 24 hours Monday-Friday.

Back to top

PACKAGING

Is gift wrapping available?

At this time, we are sorry, we do not offer a gift wrapping service. However we love beautiful things, and our standard packaging reflects this:

  • All Celtic Promise jewelry is packaged in either a luxury leatherette box or, for certain items, a luxury velvet pouch
  • All items are delivered with an exclusive Designer Card, hand signed by the jewelry designer
  • Packaging is finished with a hand tied fine satin bow

Jewelry will then be safely packaged, along with your packaging slip for reference, and discretely delivered in an unbranded box or padded envelope to ensure its safe and secure delivery to your door

Does the packing slip include pricing information?

No, the packing slip does not include pricing information. This will be kept private from the recipient. This information will be included in your confirmation email for your personal records.

Back to top

SHIPPING

How long will it take for my order to arrive including processing and shipping?

Please note that all our jewelry is made to order for our customers, so each piece must be made and certified once an order has been received. Additionally, we are required by Irish law to have each piece, that is made in Ireland, to be Hallmarked at Dublin Castle. Typically we aim to deliver your order within two weeks, however we ask that you allow up to 20 business days for delivery, especially around busy holiday periods.

If you need an item urgently please Contact Us and we will do all that is possible to speed up the order process on your behalf.

Where do you ship to?

Celtic Promise ships worldwide via our Dublin and New York based distribution centres. Packages are sent via Courier or Secure Mail, depending on value and destination of your order. We will ship securely to your door, wherever you are! Please allow up to five weeks for International Orders (non US/CAN or EUR) orders to arrive.

Is there a charge for shipping?

The charge for shipping is dependent on the destination of your order.

US and Canada | Allow 2-3 weeks delivery | FREE
Ireland | Allow 2-3 weeks delivery | FREE
UK | Allow 2-3 weeks delivery | FREE
European Union | Allow 2-3 weeks delivery | Cost $14.95
Rest of the World | Allow 5 weeks delivery | Cost $19.95

Is shipping safe?

Every order is guaranteed 100% to arrive safely at its destination. Each item is expertly boxed and securely packaged to guarantee the secure arrival of your order. Orders are shipped by Courier or Secure Mail and insured to your door for the full value of the item ordered. When your package ships, you will be notified via email. You can track the location of your order at any time once you receive your shipping number and courier details.

For additional Shipping information, please see our Shipping Policy page.

Back to top

RETURNS

What is your Returns Policy?

If for any reason you are not entirely satisfied with your jewelry purchase, customers can return any unchanged and unaltered fine jewelry item in its original condition for a refund through our simple, hassle-free return process. Simply email us at returns@CelticPromise.com with details of your Order Number and Reason for Return to be issued a Return Authorization Code.

  • You have 30 days from date of delivery to return the item to us.
  • Personalized Items cannot be returned.
  • All other returned items will be charged a 15% Restocking Fee, plus shipping charges incurred..
  • You must quote your Return Authorization Code on any returned items.
  • Customers should keep a copy of any shipping documentation and insure the value of the return / exchange item as Celtic Promise cannot be responsible for lost items.

If you have any additional questions or concerns, you can always Contact Us.

For additional Returns information, please see our Returns Policy page.

What is your Exchange Policy?

If for any reason you are not entirely satisfied with your jewelry purchase, customers can always return any unchanged and unaltered fine jewelry item in its original condition for another item through our simple, hassle-free return process. Simply email us at returns@CelticPromise.com with details of your Order Number, Reason for Exchange, and Items wanted in Exchange to be issued a Return Authorization Code.

  • You have 30 days from date of delivery to return the item to us.
  • Personalized Items cannot be exchanged.
  • Items that are exchanged for a different item are subject to a 10% restocking fee, plus shipping charges incurred. Any difference in price with the original order will be credited / debited to your credit card.
  • You must quote your Return Authorization Code on any returned items.
  • Customers should keep a copy of any shipping documentation and insure the value of the return / exchange item as Celtic Promise cannot be responsible for lost items.

If you have any additional questions or concerns, you can always Contact Us.

For additional Exchange information, please see our Returns Policy page.

I have lost my Returns Form. What do I do?

No problem. When you email us to get your 'Return Authorization Number', simply mention that you lost your returns slip. We will email you a new one that you can print off and complete to include with your exchange or return.

Back to top

JEWELRY

How do I know my ring size?

Prior to ordering your ring please insure that you are ordering the correct ring size. We always recommend that the best and most effective way to find out your ring size is to get measured by a professional jeweler, using a ring that is of similar width to that you are considering purchasing. Ring widths can be found on our product detail pages.

We have however put together a handy Ring Measure guide to assist with any questions you may have on International Ring Sizing. This guide includes a printable PDF to guide you through the ring measure process if you are unable to visit a jewelers or are buying a ring as a surprise.

If in doubt, please Contact Us.

Can I get my ring resized?

Our ring resize service is dependent on the designer and on your choice of ring. Most of our rings can be resized for a minor fee, but please Contact Us in advance of making your purchase to confirm whether your ring can be resized.

The cost of this service is dependent on the work required. Please note that we always work with our suppliers to ensure the highest level of service at the best possible price. Fee per ring, plus the cost of shipping applies to resizing and will be charged to your credit card.

In the event that your ring needs to be resized, you can return the ring to Celtic Promise within 30 days of delivery. Please email us at info@CelticPromise.com for a Resizing Reference Number, a resizing shipping address, and cost quote for work prior to mailing your item. Items should be sent via FedEx, UPS, or registered mail, and insured for the value of the item.

Alternatively, you can ask your local jeweler to resize the ring for you.

Do you offer an engraving service?

Our customised Ogham designs can be engraved with a message of your choice, free of charge. Please Contact Us for any other engraving enquiries and we will do our best to assist you. Please note however that personalized items cannot be returned.

Are Celtic Promise diamonds from trustable and traceable sources?

Celtic Promise diamonds are from traceable sources and adhere to the strictest guidelines as set out in the Kimberly Process. The Kimberly Process regulates 99% of the diamond trade worldwide via a system of import/export controls that prevent conflict diamonds from entering the legitimate supply chain. Key industry representatives work with governments and human rights groups to ensure policies are enforced.

Back to top

MISCELLANEOUS

How do you spell Jewelry?

We are frequently asked whether we know how to spell the word Jewelry. Outside of the US, the UK covention is usually used - Jewellery! That is one of the biggest challenges of being an international company. To match our US dollar payment system, for now we are sticking with US spelling conventions. However along with our support for international currencies, we will also work to bring you local websites (with correct spellings per region) as soon as possible. For now, if you are not US based, please bare with us.

We promise to bring you more insights into business startups and the logistics of running an international company in our Blog.

Back to top

Ask us
Subject
Message
Name
Email