FAQs
PRODUCT INFORMATION:
Why are certain jewellery pieces and watches not available to be purchased online?
E&S does not ship especially valuable products to a chosen address due to security reasons. Those especially valuable products do not have a buy now button, but instead an enquire now button that can be used to send a request regarding the item.
You can still enquire or purchase them, however, they will be picked-up from our shop. If you are interested in such product/s, please do not hesitate to contact us on +359886266626 (Viber, WhatsApp, messages…) or on customerservice@eandswj.bg or through the contact form on the product page.
Is there only one available ring size on the e-boutique?
We have listed on our e-boutique the size that is currently available in the shop. However, your custom size can be ordered anytime, just get in contact with our Customer Care team on +359886266626 or on customerservice@eandswj.bg.
Keep in mind that different types of rings sometimes require different ring sizes. Therefore, it is best to come to our boutique for us to get your measurement correctly and suggest the best size for the given model.
I ordered a ring that does not fit. What should I do?
The size of the jewellery is indicated in the product description. If the item ordered does not fit, please get in touch with us on +359886266626 or on customerservice@eandswj.bg and we will assist you further.
Keep in mind that different types of rings sometimes require different sizes. Therefore, it is best to come to our boutique for us to get your measurement correctly and suggest the best size for the given model.
What can I do if I see a product that is not currently available?
If you would like to enquire about or order a product that is currently unavailable, please contact us on +359886266626 or on customerservice@eandswj.bg with a picture or description, so that we can best assist you.
Are your gold watches plated or solid gold?
Our golden watches are solid gold, not plated.
What is the standard delivery time of a product that is not available in stock?
It depends on the chosen brand. Please do get in touch with us if you want to make an enquiry on +359886266626 or on customerservice@eandswj.bg. Usually, wait time is between 2 weeks and 2 months, however, this is only an indicative timeframe.
Can I get an approximate delivery time before I place an order if I want to purchase an item that is not currently in stock?
You can always contact us before placing your order and we will gladly make a delivery time request to the brand of the chosen item. If you are satisfied with the delivery timeframe, do not hesitate to place your order online and we will keep you updated on its status and it will get delivered to you as soon as it arrives.
ORDER DETAILS:
Will I get notified that you received my order?
When we have received your order, an email confirmation will be sent to you with the order confirmation. If you do not receive an email from us, please check your spam folder and get in touch with us on +359886266626 or on customerservice@eandswj.bg. When your order has been shipped, we will send you a shipping confirmation.
Why is my order pending?
You would have received a pending order email for several reasons such as awaiting payment confirmation, organising special shipping, also in case of special requests. In addition, if you have ordered a custom size or another colour, that is currently unavailable in our shop, the order will indicate pending until the item is received. Once it is, you will receive another email confirmation.
Can I cancel my order?
If you wish to cancel an order please contact us on +359886266626 as soon as possible. If the order has already been shipped, you have to follow the return instructions or get in touch with us after you have received it to discuss how to plan the return. If the product passes the return criteria, its price will be refunded to you on the original method of payment you have used to purchase it.
Will my purchase arrive gift-wrapped?
All products will be securely sealed in a protective foil to avoid any potential damage and put into their original boxes.
Chopard products will be gift-wrapped in the signature blue-paper and ivory ribbon. All jewels and watches of all our brands will be wrapped in their original and signature wrapping papers. A paper bag will be included in all orders.
At check-out, you will have the option to include a gift-message that can be hand-written or printed.
PAYMENT INFORMATION:
What payment options do you provide?
Payments on our e-shop can be made using Debit, Credit cards as well as through bank transfers.
Validity and security checks and approvals of credit card holders are made by the card issuer. If the payment is not approved, please contact the card issuer to resolve the problem.
If you select to pay by bank transfer, we will process your order once we have received your payment. You can let us know when we should be expecting to receive the funds, by contacting our Customer Care on +359886266626.
If you choose the Pay by bank transfer option, you will see our bank details immediately after you have placed the order after check-out. You will also receive our bank details in the confirmation email of your order. Please use your Order ID as the payment reference.
All prices of the products offered by E&S in the online store are final, announced in euro (EUR) and in leva (BGN) including VAT and all other taxes or fees required by law.
Am I entitled to a VAT Refund?
VAT refund is an option only if the customer indicates a delivery address in Bulgaria and then within three months personally exports the goods to a country outside the EU, provided that he/she is a citizen of that country or can prove a permanent residence in that country.
For more details, please contact our Tax-Free office at http://eands-taxservices.com/, or +359 885 181 214, +359 889 800 415.
SHIPPING & DELIVERY INFORMATION:
What are the Delivery options?
The purchased products will be delivered either by our trusted courier partner TNT or by private courier. Delivery times vary based on postcodes. Products bought online can also be picked-up in our shop.
The purchased products will be delivered on working days with standard delivery times within 24 hours (next possible working day) for the territory of Bulgaria and the European Union. Outside of the European Union: standard delivery times within 4-5 working days.
Rest of the world: standard delivery times within 5-7 working days.
The specified deadlines are applicable for standard delivery.
In circumstances when delivery is made by private courier, we will be in contact to specify delivery times.
If you want to buy a product that is not currently in stock in our shop, we will contact the brand on your behalf and we will make a delivery time request. If you are satisfied with the delivery timeframe, do not hesitate to place your order online and we will keep you updated on its status and it will get delivered to you as soon as it arrives.
When due to its specifics the order requires more time, we will contact you for additional information and individual arrangement of delivery time.
In the case when the above described options or delivery times do not suit you, please contact us before placing an order.
Standard shipping and insurance of the goods are free of charge and assumed by E&S.
The shipment is insured until the receipt of the goods is confirmed by a signature from the recipient of the package in the specified delivery address.
Receipt of the order must be confirmed by your signature or the signature of a recipient at the specified delivery address. Please ensure that you have provided a valid delivery address and that there will be someone to receive the order and sign for it at the specified delivery address.
Please note: we ship Chopard products only to addresses within Bulgaria.
ERST Fine Jewellery can be shipped worldwide.
For more information on shipping, please refer to our General Conditions.
Can I change my delivery address after placing an order?
You can change the delivery address immediately after placing your order by contacting our Customer Care team on +359886266626. If you have received a shipping confirmation email and the order is on the way, then the address cannot be changed.
Do you ship internationally?
Yes, we ship internationally.
Please note that Chopard products are ship only to addresses within Bulgaria.
If you have any questions or enquiries about delivery addresses, please do not hesitate to contact us on +359886266626 or on customerservice@eandswj.bg.
Can I track my order?
Once the order has been dispatched, you will receive a tracking code in the shipping confirmation email from our courier partners.
Can I pick up my online order at your boutique?
Yes, online orders can be picked up at our boutique. You just need to indicate this at the checkout stage.
RETURNS & EXCHANGES:
Can I return a purchased item?
The purchased product can be returned within 14 days from its receipt. Please note that returns are not possible for individually crafted items.
All returns will be subject to strict Quality Control (“QC”) by us before they are accepted to ensure that the returned products are in their original condition, in an unused state, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original box and delivery package, including all accessories and documents. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you at your own cost. If the returned product meets the QC, we will proceed with the refund or exchange.
For full return conditions please refer to our General Conditions.
What is the return procedure?
Before returning the item(s), you will need to contact us that you wish to make a return and you need to download and complete the withdrawal form and send it back to us on customerservice@eandswj.bg (for products with a delivery address outside of Sofia or Bulgaria) or by personal return to our shop (Sofia 1000, Narodno Sabranie Square № 12) for all products with a delivery address within Sofia.
Upon receipt of the application, we will return a confirmation of receipt by email.
Within 14 days of receiving the application, the product must be sent by courier to the following address: Sofia 1000, Narodno Sabranie Square 12. Please keep in mind that we recommend that you ship the item(s) with insured courier and to request adequate insurance to cover the purchase price of the shipment. Our partner TNT provides such insurance that can be added to your parcel request while you book it (for more information: https://www.tnt.com/express/bg_bg/site/shipping-services/insurance.html). For the most accurate information, please contact TNT directly.
To make a return to our shop, after completing the withdrawal form, please bring in person the product and the form in its original condition and packaging to the following address: Narodno Sabranie Square № 12.
For full return conditions please refer to our General Conditions.
Can I make exchanges?
Yes, you can make exchanges. The same principle is followed as with returned items. The purchased products will be subject to strict Quality Control (“QC”) by us before they are accepted to ensure that the returned products are in their original condition. Then, exchanges can be made for products of the same price or more, with the difference being payable.
How do I get my refund?
After inspection of the product upon receipt by us and if it passes the Quality Control, we will refund you the selling price through the original payment method. If you wish to discuss this or request another payment method, please get in touch with us on +359886266626 or on customerservice@eandswj.bg.
REPAIRS & WARRANTY:
Does my product have warranty?
E&S provides an international manufacturer warranty for the purchased products for a period of 2 two years, and to 5 five years for certain products. In order to receive full extension of 5 five years warranty some of the items may require registration in the relevant brand websites.
What to do if my purchase has defects?
Upon receipt of your products by the courier, you should sign after checking that the number of items corresponds to the number indicated in the bill of parcels and that the packaging is intact and not damaged nor unaltered.
If any damage is detected in the packaging and/or the product, you should contact us as soon as possible on +359886266626 or on customerservice@eandswj.bg.
What to do if my product needs repair?
You can bring your product to our shop and we will get in touch with the respective brand to organise repair services on your behalf.