Gem Craft Help & FAQ

How to find a Product

Most of our products use a 5-digit computer code than can be found in our catalogue and price lists.
1) IF YOU KNOW THE CODE: then insert it, in the format ##-### (where '#' is a number and the third character is a '-' dash), in the field in the top right of our site, which is labelled SEARCH and then click on the adjacent button. A screen will then appear with a line of text representing the selected item - click on that text to go to the product in our on-line store.
2) IF YOU DON'T KNOW THE PRODUCT CODE: insert a word, or words, which best describe the item, in the SEARCH field (top right of this site) and click on the adjacent button. A number of possible matches will then be presented in list form: select the one that most closely matches your requirement and click on that text. You can narrow your search by being more specific with the words to describe your requirement.

Is on-line ordering secure?

Yes, you can order with confidence as all credit/debit card numbers are encrypted in the software, when the order is placed. They are only decrypted after they reach 'WorldPay' and the security solutions have been endorsed by NatWest and other leading global banks. They are not held in clear text on any web site.
We also offer an option to pay via the popular 'PayPal' secure system.

I am unhappy about providing my payment details on-line !

Although our on-line payment facility is safe and secure (as shown by the lock symbol in your browser), we offer an alternative at checkout allowing wary customers to phone or fax payment card details to us without sending them through the internet. This option does however delay processing of your order as priority is given to on-line payment.

If I'm unhappy with my purchase, can I return it?

We guarantee your satisfaction.
Should any item fail to give satisfaction, please return it WITHIN 7 DAYS OF RECEIPT and we will then refund the full amount for any goods returned, providing they are IN THE SAME CONDITION AS WHEN THEY WERE DESPATCHED BY US. Please pack careful to protect the contents in transit. We regret we cannot accept books for return so please ensure the title ordered is the one you require. Carriage on your order is not refundable.

Are my personal details secure?

Hilton Brothers Ltd does not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart - once you have selected an item - to store delivery addresses and to store your details if you select the 'Remember Me' Option. Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

How soon will my goods arrive after ordering?

We process most orders on the day of receipt and goods are despatched within 24 hours. The speed of delivery depends on your destination and chosen despatch method at the time of checkout. For UK delivery addresses, Royal Mail 'Special Delivery' and ParcelForce24 will normally be received the next working day after ordering and ParcelForce48 will be received within two working days: These services can be tracked on line.

How much will it cost to send my order?

Carriage charges shown on this web site, when checking out from your shopping cart, have been calculated on an average weight basis and will vary according to the order content, method of despatch chosen and the destination. To view the carriage charges for different despatch options proceed to checkout from your shopping cart and then select the option required. Our lowest rate is for a UK address choosing 1st class (uninsured and not trackable) packet at £0.94

My order is going overseas; do I have to pay Tax?

Prices on our site are shown both with and without tax. For overseas customers or destinations in countries exempt from British Value Added Tax, the tax is not charged and will not appear on your order. You may be charged your local tax on import.

Why can't I find the item that I require?

If an item is temporarily unavailable (out-of-stock) it may have been momentarily removed from our site and will be re-instated when new stock arrives. If an item is discontinued it will have been permanently removed from our site. Not all our products are available for on-line ordering so if you cannot locate something within our site please phone (0161 477 0435), fax (0161 480 5095) or e-mail (select the 'CONTACT US' option in the left frame).

Can I have my order sent to an address other than my own?

Yes, we do have a facility within our 'checkout' pages to allow input of a different address for the goods to be delivered to.

I am not a trader: Can I buy wholesale on-line?

Sorry but only those customers able to provide 'proof-of-trading' are allowed to purchase at a wholesale price through this site. Please click here if you are a retail customer.