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Welcome to our Help Center...where we hope to answer many of your questions about how to work with our website.
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Frequently Asked Questions (FAQ's)
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Contact Us by email!
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email us, and if you can tell us the page(s) you were viewing, describe the problem, the browser you are using (Netscape or Internet Explorer and version, for example), it would be very much appreciated, and may help us to improve our service for you. Emailing us about these problems will not result in your being placed on any kind of list for unsolicited mail...we promise!
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Can you ship my order to someone else as a gift?
We are happy to send your order out as a gift! On the Shopping Cart, enter the Zip/Postal Code of the gift recipient for the correct shipping quote. On the CheckOut form, you will enter both the gift recipient shipping address, as well as your credit card billing address. There is also a place to indicate gift card information. For gifts, we will not put receipts in the shipped package (so print your email receipt). Please note... if you do not indicate a gift card or tell us that this is in fact a gift, then we assume that your order is NOT a gift, so receipts will be included in the package!
How do I add another item to my order?
After you click [Order] for your first item, you will be taken to the Shopping Cart. If you want to add another item to your order, further down on the Shopping Cart page you will find the [Continue Shopping!] button. This will take you back to the page you were viewing before, and you can continue browsing the website for more items! Clicking on [Order] or [View Shopping Cart] will take you back to your Shopping Cart again!
I placed an order, how do I print a copy of it?
You can print the "Thank You" screen that appears after your order is submitted and accepted, using the Print feature of your Internet Browser. You will also receive an email receipt for your order, which you can print from your email system.
When I click on [Order] why do I get an Error message that the item is sold out?
In most cases, the [Order] button is labelled [Out of Stock] or [SOLD] for items we do not have in stock, but occasionally an order will come in immediately prior to you placing your own order, and the item will become unavailable before the order button has been modified! Another possibility, is that you are viewing a page that has been updated, but your computer is showing you an older stored (cached) version of it. To make sure you are seeing the most recent version of our web page, click "Reload/Refresh" on your browser toolbar...more about this.
Where is my order, what if it arrives late or not at all?
After you placed your order, we sent a Shipping Confirmation email with a link to tracking information for the carrier method you selected. Please check the tracking status with the carrier (all orders by UPS can be tracked en-route, USPS is sometimes scanned enroute). Please do not delay in checking on late deliveries, because it may be sitting outside your door, behind a planter, or held at a shipper's office waiting for you, and delaying could result in loss or returning to sender!
UPS services offer a money-back guarantee for late delivery, you can read more about that. In the rare and unfortunate circumstance that your package is permanently lost in transit, we will either replace the item or refund you in full. Lost packages are covered by the UPS/USPS insurance, see Policies & Service page about this.
I placed an order, but I did not receive any email confirmations, what does that mean?
You should received TWO emails from us after placing an on-line order. The first Order Confirmation email is automated, and is sent immediately when your order is submitted. The second Shipping Confirmation is sent after your order is picked and processed for payment on the shipping day. The Next Ship Date box in the upper right-hand corner of the Shopping Cart tells you our estimated shipping date. It is usually the next business day with occasional exceptions. If you did not receive the first, then perhaps you provided a wrong email address, you have blocked our emails with email filters, our emails went to your bulk mail file or junk mail file, your ISP is having transmission and delivery problems, or perhaps your mailbox is full. If we are unable to reach you, we may not process your order...please contact us!
How do I order a ring in a particular size, or re-size?
We offer rings by several designers, who each have their own policies regarding ring size availability based on production methods. In most cases, we suggest you purchase a ring we have in stock for immediate shipment, and decide you like it before we re-size, you re-size, or we order a new one in your size. In all cases, once a ring is altered, it cannot be returned. The Artful Soul does not do any re-sizings in our own shop, we only utilize the original designer for this. If your question about re-sizing is not answered on the particular artist web page, please contact us about what you want, and we'll let you know.
Can I track my order shipment?
In our Shipping Confirmation email, we provided you with a link to your tracking information! Use the tracking number on the UPS or USPS tracking websites to see the status of your shipment (available by the end of the day your package is shipped). If you did not get the tracking link from us in an email, contact us by email with your name and order number!
Can I review previous orders I placed?
If you have placed orders utilizing the Customer Registration feature, where you logged in with an email address and password, then this information is available to review at any time. To review information in your Customer Registration account, click on any [View Shopping Cart] link and Sign In. You do not have to make a purchase to do this.
If you did NOT use Customer Registration when placing an order, since it is optional, then that order will not be stored in your account.
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Why do I get a not eligible message for my Coupon or Credit?
You may not have met the minimum requirement or eligible products in your order...as soon as you meet the Coupon requirements, the coupon savings will appear! In the event you wish to use a coupon that has a minimum order provision, and you are within a few dollars of that amount, you have the option of paying those few dollars as a shipping surcharge, and thus use the coupon. See our Minimum Order page to do this.
If the coupon is for Free Shipping, there may be shipping area restrictions, which can void your ability to use the coupon.
Okay, and we admit, we sometimes make mistakes in Coupon setup, especially when it involves a large event. If you believe that the Coupon should be valid for the item in your Shopping Cart, please contact us (email is best) to inquire or fix the problem!
A final note, the Shopping Cart is unable to handle negative dollar totals for orders. If you are attempting to redeem a Credit or Coupon that is an amount higher than your merchandise total, it will not be applied. The Credit will appear as soon as your merchandise total exceeds the amount of the credit! If you wish to place the smaller order and use part of your Credit, either contact us, or place your order and make notes in any Comment box about what you would like to do!
I clicked on [Order] but nothing happens, what do I do?
Occasionally there is a hang-up in the processing of your order request before getting to the Shopping Cart, so you experience a "delay" or "freezing". In most cases, the item is put into your Shopping Cart right away, but you cannot see this! Technical people tell us that the software's complex code (script) pulls information from many computers and needs to communicate back to your particular computer, and along the way a small hang-up can occur. The problem may resolve within a few minutes, so click on [ View Shopping Cart ] to see if your item is there.
Because a person reviews all orders, a duplicate order would not likely be processed without contacting you, so don't panic if you think you may have placed the order twice (you would get two order #'s and two Confirmation emails in that event).
I put items in my Shopping Cart, but how do I look at them again to remember what I ordered?
You will notice that all (or part) of the item description in your Shopping Cart will be underlined. This is a link to the enlarged image and description page for that item. If you click on this, it will open in a new window...but do not click on [Order] again, it is already in your Shopping Cart!. You may Close this window after opening it.
I have two entries for the same item in my Shopping Cart, how do I delete one of them?
You may have clicked on [Order] twice, causing this to happen. Simply click the "Delete" button beside the unwanted item.
How do I order more than one of the same item?
Simply change the quantity from 1 to the quantity desired, then click "Recalculate". Please note, though, that we carry unique and limited production pieces, so may only have the ONE available! An error message will prompt you to reduce your quantity selection if this is the case!
How long will my Shopping Cart selections remain available?
Items you have put into your Shopping Cart may remain in your Cart for up to 24 hours, until you complete CheckOut and place your final order. Until the order is completed with payment, though, your merchandise is not set aside for you, and could be ordered by someone else and sell out. But enjoy browsing our website at your leisure, selecting items you think you want, then go back to it and make your final decisions!
Why don't I see UPS shipping options?
We offer on-line quotes for UPS and USPS shipping in the Shopping Cart, but first the Shopping Cart needs to know where the package is going! STEP 1, enter your "Ship-To Zip/Postal Code" in box indicated, and CLICK "Recalculate" to get your shipping choices (if you are not in the U.S., select another country from the list). STEP 2, CHECK a shipping option box before you CheckOut. In the rare instance that the UPS computers are unavailable, or UPS does not deliver to your area, an error message usually appears. Use any comment box to explain the shipping method you want, we WILL read the comment, and include the shipping amount in your email confirmation.
How do I redeem a Coupon, Credit or Gift Certificate on my order?
Coupons and Credits operate a little differently than a Gift Certificate. See Gift Certificates page for more details on redeeming a Gift Certificate. For credit coupons issued (either a dollar or percentage-off offer), the Shopping Cart, has a box called Redeem Code into which you can enter the unique code provided to you. When you click "Recalculate", the discount or credit will be applied, or a message about any error encountered will pop up. If you forgot the code given to you, please Contact Us.
How do I enter more than one credit or coupon toward my order?
Most Coupon offers are limited to ONE per order. Occasionally we have an offer that allows more than one Coupon to be applied. In that case, after you have entered all your purchases selections to the Shopping Cart, simply enter the code provided you for the first offer in the Redeem Code box, and click "Recalculate". Then enter your second code in the Redeem Code box, and "Recalculate" again. You should see both credits applied, or receive a message about any error encountered. If you forgot the code given to you, please Contact Us.
What is CVV2 Security Code?
After you have entered your credit card information for payment, there is a space requesting the Card Verification Value, which requires that you have the credit card in front of you! We will be unable to process your credit card order without this, as a security precaution for you. Read more about where to find your code. If you are NOT paying by credit card, you may enter the value "NONE" instead.
I keep getting an error about changing my postal code/country before I can CheckOut?
After you have entered your items into the Shopping Cart, entered your ship-to country and postal code, you then proceed to the Check Out page. You then enter your Billing address, and proceed down the page to the "Ship-To" address section. You should see the postal code entered for you from your Shopping Cart entry. Do NOT type over this, or you will need to follow directions below. If your shipping and billing address are the same, you check the box accordingly, and do not enter anything in the ship-to section.
If you want a different country or postal code than the one shown (your original ship-to selections were wrong), please type it in, do NOT check the box for "billing and shipping are the same", then go back to the Shopping Cart page by clicking Change Items/Shipping. You should see that your new entries are shown there. Simply Proceed to CheckOut screen again...and continue (it's now okay to check the "billing/shipping are the same" box), but do NOT change or delete the postal code/country again on Ship-To side!
Why is this a problem? The Shopping Cart calculates shipping rates based on country and postal code on the "Ship-To" address (or on the Bill-To side if the same-as checkbox is marked)...if these fields are changed during CheckOut, then it will want to start over to recalculate your shipping charge.
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Why do I see enlarged product images, then cannot find them again?
All our products have links to enlarged images and product details. If you CLICK ON THE IMAGE from the main web page, the enlarged image will appear IN THE SAME BROWSER WINDOW (call it Window #1) as the main web page...this is the BEST METHOD for users who use FULL-SCREEN (maximized) window to view the Internet. If you CLICK ON THE PRODUCT NAME from the main web page, the enlarged image will appear IN A NEW BROWSER WINDOW (call it Window #2), which can be handy when you keep many smaller-screen windows going (custom sized/restore). So, if you "lost" in open product image, it may be in a window "underneath" the window currently on your screen, or it is in a MINIMIZED version! Somewhere on your computer screen is contained the list of "open windows", and you can see what's on them by clicking that list to bring them into view...if this is too technical, ask someone handy to help you out!
How do I make sure I am seeing the most up-to-date pages?
We make changes to The Artful Soul website daily! The date shown on each page indicates the last time products were added or deleted, but the page is more current than that when it comes to item availability! If there is an Order/Out of Stock indication, that IS current!! If you wonder whether the page you are viewing is up-to-date, simply click on "Reload/Refresh" in your browser toolbar.
How do I find a particular artist on your website?
Most of the artists we carry are listed on the Designers page. Artists and designers are listed alphabetically with a little information about the line. If a name is underlined, then it is a link to a web page of their work! If the artist name is not underlined, we may still have some work shown in a Theme or Gemstone page, so try entering the artist name in our Search page! If we carry your favorite designer (on our list), and there is no work being shown by either of these methods, then please inquire about specific items you are seeking...our showroom is super full of wonderful treasures!
How do I find certain styles, colors, shapes, functional items?
We have three major navigation pages that gather designer links to help you. Our Color & Stones page offers links to color pages offering a variety of jewelry and accessories, and gemstone pages for jewelry. Our Style & Function page offers lists for finding jewelry and handbags by style, home decor and accessories according to functional use, and finding most anything made from a variety of materials. Finally, the Theme & Occasion page lists product-finding hints according to the occasion like birthday, as well as special interest and hobby themes. If you do not see your theme there, then go to the Search page and enter your key word...this will find products that are in our database for the website that contain the word you entered somewhere in their description. If you still wonder what we have, then contact us!
How do I get on your mailing list?
We maintain an email list for customers who indicate they want to be on our list while placing an order. We email special offers and news to existing customers, and this is our only mailing list. If you are not yet a customer, we recommend you follow us on Facebook/TheArtfulSoul for updates!!
Do you have a catalog?
Our website is the perfect tool to show you a wondrous array of artistically inspired jewelry, accessories and gifts. Because of their unique or limited production nature, we change the website offering daily! A printed catalog could not possibly do this for us...so the answer is No.
Do you offer quantity discounts?
Our News & Sales Page lists Buy & Share Quantity Savings available for certain products! However, most individual items offered on our website are currently available in a quantity of ONE for immediate shipment. If you would like to Special Order a larger quantity of one item, please see Special Order instructions, and we would explore the possibilities.
If you have purchased from us before and elected to be on our email list, then you will receive special discount coupon offers by email from time to time. Many of our offers are never posted on the website! Our policy is to reward our valued customers, who purchase from us time and again, and THEY get the discounts and special offers!
How can I contact an artist?
As a general and simple and strict rule, we do not give out artist contact information, nor do we send your contact information to our artists. PERIOD, do not get mad at our non-responsiveness to your request. We respect the potential privacy of an artist to not give information out. If you are a retail store trying to contact one of our artists, we encourage you to utilize your trade resources, as we have spent many years sourcing our designers to build our unique shop for our valued customers. If you are a personal/long-lost friend of an artist, tell us a good story, so that we will at least be entertained while taking time to read it!
How do you measure your jewelry?
We try to provide measurements with all our jewelry, but you can always email an inquiry if it is unclear.
Post-style and clip-on style earrings are measured lengthwise from top to bottom. Earrings on any kind of earwire are measured lengthwise from the top of wire where it enters the ear, to the bottom. If a width is provided, it is usually at the widest point.
Necklaces are measured sometimes for design span across the front, then again for finished length. The length will be shortest length, then longest if an extender chain is included. If a width is provided on a necklace, it is usually the place where the design is the widest, or at the center.
Bracelets are measured for length when clasped, so the length if you go tip-to-tip will be slightly longer. Bangle bracelets will include an inside diameter of the opening. Cuff-style bracelets do not always require a measurement, since they adjust.
To visualize all measurements, it is extremely helpful to compare them to a piece of jewelry you already own! You can even try drawing your own piece of jewelry on paper, measuring it, then marking the on-line item measurements against this!
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Web site designed and managed by Marcea Donovan Reid "The Artful Soul"|
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