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Welcome to Silverfernz.com Help
Silverfernz.com is committed to making your shopping experience as easy as possible. With this in mind, we have tried to make it easier for you to get answers to your questions.
If you are unable to find the answers to your questions in our Help and FAQ pages, you can e-mail, phone or fax us from the 'Contact Us' button located in the top menu bar on every page. We will be delighted to help you.
Please select a topic from the Help Menu below:
Help Menu
Shipping & Delivery
About Us
Returns & Replacements
Ordering
The Shopping Cart
The Checkout Procedure
Payment Methods
Taxes and customs duties
Corporate Gift Enquiries
Security when Shopping
Privacy Statement
Changes to our Policy
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About Silverfernz.com
Silverfernz.com are online retailers of New Zealand gifts and Jewellery. We are located in Nelson, New Zealand, one of
the sunniest areas in New Zealand. We are constantly sourcing the best in gifts, arts, crafts and jewellery to offer
to you, our customers.
We strive to offer you the best quality New Zealand gifts and products at the best possible prices. We hope this
stands us apart from other stores.
We pride ourselves in our exceptional customer service and we try our hardest to make shopping at Silverfernz.com
as pleasurable and enjoyable as possible. We hope you enjoy browsing our store and if you have any comments
or suggestions we would be glad to here from you, please use our "contact us" form.
We would like to extend our best wishes to all our customers whom have made Silverfernz.com the success it is today.
We hope you enjoy your stay at our store.
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Returns & Replacements
It is Silverfernz.com intention that you are delighted with your purchase and the service you receive. However if
you are not satisfied with your purchase, we can offer you a full refund or a replacement item, whichever you
prefer. Just return the item to us within 30 days of receiving it.
Unless the item is faulty or damaged the refund will NOT include shipping costs. The items must be returned in
their original condition with no signs of wear and the refund will only be processed once the item has been checked
by Silverfernz.com.
Returning an Item
Please following the instructions below when returning an item:
- If we have made a mistake when processing your order, please email us within 7 days of receiving your order and
we will give you instructions on how to proceed.
- Any items delivered to the customer in a defective or damaged condition and reported to us within 30 days can
be returned or exchanged at no cost to the customer. If you do receive damaged or defective goods, please report
it to us via telephone, fax or email and we will help you through the process.
- If, for some reason, you are not satisfied with our order, you may return it to us for a full refund
minus shipping charges. If you have received free shipping on your order, actual shipping charges will be
deducted from your refund.
- You must obtain prior approval from Silverfernz.com before returning an item. Please contact us by Email, Fax
or Telephone, explain the issues and we will give you further instructions.
- Items returned must be unused and in their original condition.
- Please ensure all returns sent to Silvefernz.com are sent with tracking and/or insurance as Silverfernz.com
cannot be responsilbe for items lost or damaged in transit back to us.
- If your return is because the item is defective, damaged or the incorrect product, shipping costs will
be refunded.
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Ordering
Browsing and Adding Items to the cart
As you browse through Silverfernz.com you will find many gifts for sale. At any time you can click on either the
 or
 button.
If You click on the button you will be brought to the
product detail page where you will find more information about the product you are interested in.
If you click on the button, you will add this product to
your shopping cart without viewing the extra information, however you will be brought to the product detail page if
there are more options to select for example: Size or Color.
 Once you are in
the Product Detail page you will see a large picture of the gift item. You will also find more information regarding
the product. If it is an item you wish to purchase you will notice the "Ready to Order?" box on
the right hand side of the screen. In this box you can select any product options, such as size or colour, then input
the quantity of items you require and click the button.
The item(s) will then be added to your shopping cart and stored while you continue to browse our store or ready
for purchase.
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The Shopping Cart
Once you have finished browsing our store and adding items to the shopping cart, you can at any time click on
 at the top right of the screen or the
 button found on the top menu bar
of the website. Both these links will bring you to the Shopping Cart area of our store.
Once you are in the Shopping Cart area of our store you can perform several tasks.
- Change the quantity of items you are ordering by changing the number in the
QTY box and clicking the
 button.
- Remove items from your Shopping cart by clicking on the
 button.
Note: This will remove the item from you cart not just one, if you wish to reduce the quantity, please use
the qty box above.
- The Discount Code box is only used when you have been given a Discount Code, either by someone
from Silverfernz.com or one that has been featured as part of a Silverfernz promotion. If you do have a Discount
Code please enter it into the box provided and click on the
to apply your discount.
- The Shipping Estimate feature allows you to estimate shipping costs before proceeding to
your checkout.
More information about shipping estimate can be found here.
- The button will update any changes you have made in
the shopping cart.
- The
 button will save your order so you can make your
purchase in the future.
- The
 button will bring you back to the main store so you
can continue to browse and purchase items.
- The
 button will start the checkout process where you
can give you details and make payment for the items you wish to purchase.
On the Shopping Cart page you can also add Gift Wrapping to you order. In the Gift
Wrapping Service box, just type the message you want to appear on the card and then click the
button and gift wrapping will be added to your order.
If you want Gift Wrapping please add it to your cart before clicking on the
button.
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The Checkout Procedure
Once you are ready to purchase your items you can click on the
button in the shopping cart or click on the 
button on the top menu of the store.
The first page you will be brought to is the login screen. New customers, those who have not purchased from us
before, should click on the "New Customers Click Here" button.
Returning customers, those who have purchased from us before, should enter their username and password in the
boxes provided in order to login Note: If you have forgotten your password click on Forgot
your Password? and enter your email address in the box provided and we will send the password to that
email address.
New Customers
If you clicked the New Customer button, you will be brought to Step 1 of a 4 Step process.
Step 1.
Please enter all you personal details here.
This page is self explanitory. The Password box is any password you choose, this password will allow
you to logon to silverfernz in the future and you will not have to enter your personal information again.
The Payment box has a choice of Mail-in, Fax-In or
Credit Card, please select your preferred method.
You can then go ahead and fill in your Billing Address details.
Please only fill out the Shipping Address details if you are sending the order to somewhere other
than your billing address.
Step 2.
On Step 2 you get to select you Shipping Method and also input your Credit Card
details if you are intending to pay by credit card.
Please select one of the Shipping Methods by putting a tick in the circle beside your
chosen method.
If you are intending to pay by credit card you will be greeted by a Payment Detail section, this
section will not appear if you are paying by fax or mail.
Please enter the appropriate information in the boxes provided.
Please enter any comment you may have in the box provided for Additional Comments.
Step 3.
Verify Order Page, on this page you just need to review your order and make sure everything is
correct, once you are sure everything is correct please click the "Submit Order" button. Once you
click the "Submit Order" you order will be processed.
Step 4.
Step 4 is just a thank you page for your order, it also gives you all the details required to make payment by Mail or
Fax, if that is what you had selected. Your order will now be processed.
Returning Customers
Once you logon on you will be brought to Step 1 of a 4 Step process.
Step 1.
All you personal details are here.
Please review them to enure they are correct and make any necessary changes.
Step 2.
On Step 2 you get to select you Shipping Method and also input your Credit Card
details if you are intending to pay by credit card.
Please select one of the Shipping Methods by putting a tick in the circle beside your
chosen method.
If you are intending to pay be credit card you will be greeted by a Payment Detail section, this
section will not appear if you are paying by fax or mail.
Please enter the appropriate information in the boxes provided.
Plesae enter any comment you may have in the box provided for Additional Comments.
Step 3.
Verify Order Page, on this page you just need to review your order and make sure everything is
correct, once you are sure everything is correct please click the "Submit Order" button. Once you
click the "Submit Order" your order will be processed.
Step 4.
Step 4 is just a thank you page for your order, it also gives you all the details required to make payment by Mail or
Fax, if that is what you have selected. Your order will now be processed.
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Payment Methods
Credit Cards: We currently accept Visa, Mastercard, American Express and JCB.
Checks (we do not accept Euro cheques): Please be sure to write your order number on the check. Orders will
not be processed until the check clears with our bank.
International Money orders (It must be an international money order in U.S. dollars):
Please be sure to write your order number on the money order.
Please make all checks/money orders payable to SilverFernz
Our check payment address:
SilverFernz LTD
3 Cambria Street,
Nelson
7010
New Zealand.
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Taxes and customs duties
Import duties and/or taxes may be imposed by your local government on shipments from outside your country. These
charges are seperate from Silverfernz.com's charges and are beyond our control or ability to predict. These charges
(if any) are made payable to your government. You are responsible for paying any taxes, duties and/or customs
fees charged by your government. Please check with your local post office for more information.
Customs sticker
Silverfernz.com is required by law to declare an accurate monetary value on all non-New Zealand shipments. We are
unable to honour any requests to suppress the value of an order on the customs sticker.
GST
A Goods Service Tax (GST) may be applied to certain items shipped to a New Zealand destination. The total GST charges
(if any) will be calculated for you before you place your order.
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Corporate Gift Enquiries
For all corporate enquiries please email us.
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Security when Shopping
When you go ahead and make an online purchase with Silverfernz.com all your information is protected by one of the
most trusted and used security systems on the net.
Silverfernz.com is protected by SSL (Secure Socket Layer) digital certificate which is the industry standard
security system and is employed by millions of websites. This security protects and safeguards all your personal
and credit card information.
Once you enter our checkout you will notice that the url http://www.silverfernz.com will change
to https://www.silverfernz.com. This extra 's' means you have entered the secure area of our site. Also you will
notice in the bottom right hand side of your browser a small lock will appear signalling that you are in a secure
area. You can also click on this lock at any time and view the digitial certificate.
Our 100% trusted SSL digital certificate is issued to us by XRamp. They provide a high level of encryption that
protects and encrypts your information for transmission over the internet.
We do not recommend that you ever put your credit card number or any other information that you deem to be sensitive in
an unprotected email.
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Privacy Statement
We will not rent or sell your name, address, email address, credit card information or personal information to any
third party. However, we must co-operate fully should a situation arise where we are required by law or legal process
to provide information about a customer.
If you have purchased from our store or subscribed to one of our newsletters, we may occasionally update you via email
of special opportunities. We may also contact you if you have entered one of our contests or sweepstakes. If you
choose not to receive updates when you enter a contest or sweepstakes, it will not affect your chances of winning.
We may share non-personal, non-individual statistical or demographic information in aggregate form with our marketing
partners, advertisers or other third-parties for research purposes. In other words, we will not tell our
marketing partners that you purchased a specific product, but we may tell them how many customers purchased
that product.
If you have any questions regarding our privacy practices, please email us at
info@SilverFernz.com.
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Changes to our Policy
Our Policy is intended to provide you with the safest and most secure shopping experience possible. Since offerings
and technologies change, we reserve the right to change, modify, add or remove portions of our Privacy Policy at any
time without prior notice. If policy changes are substantial, we will notify our customers via email. Please
periodically review our Privacy Policy for changes.
For your protection, all SilverFernz.com employees are required to abide by SilverFernz.com's Privacy Policy.
If you have any questions, or would like further clarification, please contact our Customer Service department at
info@SilverFernz.com.
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