If you need to find more information on specific support related issues then please follow the information links below:

If I want to buy something from Jerusalemthegolden.com, is my credit card number safe from hackers?
A. During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.

How secure is buying over the web / I've heard horror stories about other Internet companies?
A. If we look at the security issue first, when you type your credit/switch card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our server decodes it. In layman's terms this means that anyone "listening" to traffic en route will be able to make no sense of the number. Our system the "Secure Socket Layer" works, every trading web company uses it. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen.

Secondly if you are a UK resident using a UK issued card for a transaction over £100 you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company are equally liable for the debt. In practise this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practise putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.

Once you have my email address and personal home/business address, is it your standard practise to send unsolicited mail?
A. At jerusalemthegolden.com we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore once your data is with us. We will not pass it on to any other companies.

How can I pay for my order?
A. We currently accept Amex Visa/Visa Electron/Mastercard/Solo/Debit and Switch.

Can you ship my order to another address?
A. Yes

Can I call Jerusalemthegolden.com to place an order?
A. Although we prefer that you place your order via our website, telephone orders can be placed through our Mail-Order department. The telephone lines are primarily provided for support purposes. If however you can't find the Item/help that you need please do call us and we will assist you in placing your order. Please note however that prices published on our website can not be offered for Mail-Order.

If I've placed an order on your site, am I able to amend it later?
A. If you're order has already begun to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible.

If I have a problem with a product that I have ordered from you, how do I get help?
A. You can send us an e-mail to info@jerusalemthegolden.com with your name, order number and the item you have a problem with. We will try to deal with your request within 12 business hours.

What shipping options are available to me?
A. Depending on your location we can generally ship to you Royal mail First class which is a 24 48 hour delivery. For Larger items we use Parcel Force and for Silver and Tefillin we use Insured Next Day delivery.

If I am not home when the couriers try and deliver my order what happens to it?
A. If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required on request.

If I place an order and something is out of stock what happens to the rest of my order?
A. We will contact you via e-mail to advise you of the status of the item and give you the option to receive the available items.

When do you take payment for my order?
A. We do not charge debit / credit cards until the order is ready to be shipped. All orders that are placed will only be charged when the goods are ready to be dispatched. Your order will only be processed once authorisation of your credit / debit card has been properly received.

What is the Time Limitation for Notification of Claims?
A. Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us within 2 days from delivery. Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 2 days from delivery. Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this. Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date.

What is the Customer Support opening hours?
A. We are open Sun - Thu 9am- 8pm. Fri 9am 1pm Unfortunately we do not work Saturday. If you need to contact us outside our opening hours then please leave a message or e-mail info@jerusalemthegolden.com

I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please e-mail info@jerusalemthegolden.com to report this discrepancy to us. On receipt of your e-mail we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item within 48 hours of its return to us.

How do I return a product to Jerusalem the golden for replacement / refund?
A. Follow the exact instructions provided in the e-mail from our returns department.

What happens if I receive my order and it is damaged, or there are items missing?
A. This must be reported to Jerusalem the Golden as soon as possible and we will take the appropriate action.