Frequently Asked Questions

RETURNS

  • How do I return a product?

For all questions on Returns, Refunds and Exchanges please see our separate Returns policy https://infinitebeads.net/pages/returns-policy. You can find the Returns tab at the bottom of any page, on our website.

 

GENERAL

  • I have a general question; how do I contact Infinite Beads?

We have tried to cover the majority of questions in this Q&A to save you and us time on general question. If you cannot find the answer you are looking for you can either send us a direct message using our Facebook page  www.facebook.com/infinitebeads.net, you can email us at admin@infinitebeads.net or you can simply click on the 'Contact Us' tab at the top right of any page on our website. 


 

  • How long will it take Infinite Beads to respond to my question?

We aim to respond to all Facebook or Email enquires within 24 hours (if not sooner). However this time can differ on weekends, busy periods or bank holidays so please excuse us if it does take a little longer to respond. 

 

  • How can I give feedback on items I have received and the service provided?

First of all thank you for your support, we are always thrilled to hear from our happy customers. The best way to give us feedback is either on our Facebook page - www.facebook.com/infinitebeads.net or on our Instagram page @InfiniteBeads so that your friends and other potential customers can hear about your experience :) We also have a review section on each product page of our website where you can add a review for others to see.



 

  • Who can I contact regarding a wholesale enquiry?
The best person to talk to is our Director. You can send an email to admin@infinitebeads.net with your Name, contact number and details of your interest and we will get back in touch soon. 



     

    • I have not received a response to my Email or Facebook message?
    Oh no, we are truly sorry to hear this as we pride ourselves in our customer service. Please send an email to admin@infinitebeads.net with your name, order number (if applicable) and details of your original query and we will do our best to respond quickly.



       

      • I have a complaint, who do I contact?

      We are very sorry if you have to complain to us at Infinite Beads. You can send us a complaint by emailing us at admin@infinitebeads.net with your name, original order number and address.

       

      ORDERING

      • Will I receive an order confirmation?
      An order confirmation will be sent once the order has been placed, to the email address provided upon checkout. This email means that we have received your order and payment has been taken from your PayPal account or payment type. Please check the details within this email are correct. If you spot an error please contact us immediately using the email address admin@infinitebeads.net. Most orders are processed within 24 hours therefore we cannot guarantee that we are able to make any changes to your order once it has been placed.

         

        • What if I haven't received an order confirmation?
        Firstly check that the email address you provided to us was correct. Secondly check your email 'Junk' or 'Spam' folder as our email may be hiding in there. If you still haven't received a confirmation email you can email us at admin@infinitebeads.net and we can look into this for you. Please provide us with the original name and address given for the order. 

           

          • I made a mistake on my order (address, products, quantity etc)... can I change it?
          If this happens you must email us at admin@infinitebeads.net as soon as possible and we MAY be able to amend the necessary mistake dependant on the time restraints encountered. If a mistake has been made with the delivery address given to us and therefore your item does not arrive unfortunately we cannot be held responsible. 

             

            • What payment methods do you accept?
            We accept all major credit cards through the Stripe powered Shopify Payment system and PayPal. 

All of our payment methods are secure and your payment is covered if you do not receive your order, Which you will of course :)

               

              • Can I cancel my order?

              If you would like to cancel your order we can try to do this before the order is shipped. You must email us at admin@infinitebeads.net as soon as possible. However it is not guaranteed that we can cancel your order in time before the order is processed.

               

              SHIPPING

              • How much does UK shipping cost?

              Shipping to the UK is $4.99 on orders below $30 and free for any order over $30 and 7-14 working days delivery. Saturdays are included in working days. Any orders placed Friday - Sunday can only be posted Monday. For items not received within the above time frame please allow 30 working days before contacting us.  For International delivery please see below. Unfortunately, we are not responsible for any shipping delays and customers are asked to take this into account when ordering for a specific time or event. 



              • Do you ship internationally?

              Yes, we offer international shipping. International shipping is $4.99 and free for orders over $30. It usually takes 7-14 working days however you must allow up to 30 working days for your order to arrive. Unfortunately, we are not responsible for any shipping delays and customers are asked to take this into account when ordering for a specific time or event. 

              



              • I ordered 2+ items, but only received one... where's the rest of my order?

              Since we have a large assortment of products, some not stocked in house, when you order multiple items at a time, they may be posted separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. Please allow up to 30 days for all items to arrive.

               

              • How do I know when my order has been shipped?

              You will receive a shipping confirmation email, to the email address provided upon checkout, on the day that your order is shipped. You will also receive a Facebook message if you have opted into our Messenger updates 



               

              • I have not received my order and 30working days have passed?

              We are very sorry about this. Firstly, please check that the address that you provided us upon checkout is correct. Secondly check if a 'Sorry we missed you' card has been left at the delivery address. Thirdly please check to see if either anyone else who lives at the address or any close neighbours have received the order on your behalf. Finally, please check if you have received any emails from Infinite Beads advising you of any potential delays. If you have checked all of the above and still cannot locate your order - please contact us at admin@infinitebeads.net and we will investigate this issue with the postal service. Please do not contact us until you have made your own investigations as mentioned above and 30 working days have passed. Please include your original order number, name and address in the email. 

               

              • Can I order my items to be delivered to a different address other than my own billing address?

              Yes, you can, however if the address supplied is not your own personal living address we cannot accept responsibility if the order is not received by you.