Frequently Asked Questions
Our friendly Customer Care team are available to help you 7 days a week – if you don't find the answers you're looking for in the following FAQ, please feel free to contact us using the following options:
Ring our dedicated call centre on 0800 151 2345 and press 2. This line is open from 8am to 7pm, Monday to Friday and 9am to 6pm on weekends.
Send us and email
Watch Ideal World
Where can I watch Ideal World?
FREEVIEW Channel 51
SKY Channel 668
FREESat Channel 810
Web TV www.idealword.tv
Orders
How do our TV presentations work?
Our presentations start with a start price and final price. Everyone pays the final price regardless of what point the item was purchased during the presentation.
The quantity of each item is reduced every time an order is received, but you will have nothing to lose from getting your bid in early to secure your purchase, since everybody pays the low final price.
How do I order online?
To buy from our website, the first thing you need to do is register with us. Simply provide your email address plus a few minor personal details and you will receive a pin number. It's free to register with Ideal World and there's no obligation to make a purchase.
If you're new to Ideal World register now. If you're already an Ideal World customer, simply login to make a purchase.
Will I get an order number when I order online?
Yes, you will automatically receive a confirmation email from us after you've placed an order. It will list your order number and confirm the item(s) that you've successfully purchased.
Each individual order will have a separate order number which will also allow you to track your order.
How do I make a TV order?
To order by telephone, simply give us a call from a landline or a registered mobile phone. If you are already registered, then you may complete your order by following the instructions. If you are a new customer, we will pop you through to our friendly call centre, who will set up an account for you, and place the order.
If you call from a withheld number, you will be transferred to the call centre team to pricess you order.
What is the exact process for ordering on TV?
When you see an item you want to purchase:
- Dial the number on screen, 0800 051 7878 (Freephone)
- Press # to bid
- Choose size/colour options if applicable
- Select your delivery preference
- Enter the last 4 digits of your credit card
- Enter the 3 or 4 digit CVV number
- If at any point you encounter a difficultly, hold the line and speak to an agent in our friendly call centre
What if I miss a product?
We strongly recommend that you purchase the item during the live presentation, as we are unable to guarantee that we will have stock available at a later time. However, please head to our "Recently Aired" section on our website to view items that were recently presented to our customers on the channel.
Track your order
Please log on to our account, and you will be able to track all orders that have been placed on the web.
Can I apply Flexi-pay to an existing order?
Flexi-pay can only be applied to eligible items and must be selected at the time of placing the order before the payment has been processed and the purchase has been made. We are unable to apply Flexi-pay, or amend the number of installments payable, after an order has been placed.
Payment
How do I pay for my order?
We allow payment using any of the major credit or debit cards (including American Express). The price on screen includes VAT at the UK rate.
When paying for goods with your card, we require your Credit/Debit Card Number, Expiry Date, Start Date, Card Type, Card Holders Name and Security Code.
Can I pay by cash / cheque / postal orders?
Unfortunately, we do not accept payment via cash, cheque or postal orders.
When will you charge for my order?
Your card will be initially charged with an authorisation amount which will be at the price of the presentation at the time to secure the item. Following this, your credit card will be charged within 24 hours of placing your order with the final settlement figure, which will be the lowest price charged in the presentation.
How can I can add a new card?
During the checkout process on our website you can add or remove cards. Alternatively, you can contact our Customer Care team on 0800 151 2345 option 2, who will be delighted to assist.
How to use your promotional code
To enter a promotional code, continue to the payment details page of the checkout process. Under Order Summary, click the check box I have a Discount Voucher/Groupon Code. Enter your code into the Enter Your Discount Code text box and click Apply.
Can I change the credit/debit card I use topay my Flexi-pay instalments?
Yes. If your credit card is lost or stolen or you simply wish to change your details, you can call our Customer Care Team on 0800 121 2345 option 2, so that we can update your BudgetPay account with your new card details.
How are my Flexi-pay instalments calculated?
Ideal World may provide an instalment amount that differs from the amount you were expecting. If you have purchased more than one item and applied a discount code, the discount will be applied and divided between all of the items on your order. Instalments will be calculated on the final basket price.
When your order cannot be split equally over your instalment period, we will always add the extra amount to the first instalment.
What happens if I miss a payment?
We understand that sometimes mistakes happen. If we attempt to take a payment and your bank declines it we will re-attempt to take payment again within 1-30 days after the original instalment date.
If your card is declined a second time, we will add an administration charge of £15.00 plus VAT to your outstanding balance payable immediately, along with your missed instalment.
Flexi-pay FAQ
What is Flexi-pay?
Fleci-pay is Ideal World's split payment system. It means that you can spread the cost of your new items into two or three predetermined easy monthly instalments - all completely interest free. When you order you'll make your first payment, along with any Postage & Packaging costs. Then there's no waiting around, your product will be dispatched for you to enjoy straightaway.
What items are eligible for Flexi-pay?
When you're shopping from live TV presentations, the presenters will indicate which items are eligible for Flexi-pay. When shopping online the Flexi-pay logo is shown either next to the product image, title or price of the eligible items. You will also be given the Flexi-pay payment option when ordering an eligible item through the automated phone system on 0800 051 7878.
How do I pay?
Flexi-pay instalments must be paid with a credit or debit card. We take payment of the first instalment and postage and packaging when you place your order and then subsequent instalments will be taken automatically from the same card until the order is paid in full.
To use Flexi-pay, your credit or debit card must be valid for longer than 3 months following the date of your order or with a long enough validity to cover the payment plan, whichever is longer. Please note: If the credit or debit card you used to pay your Flexi-pay instalments is lost, stolen or cancelled, you must contact Customer Care team on 0800 151 2345 so that we can update your Flexi-pay account with your new card details.
How are my instalments calculated?
Ideal World may provide an instalment amount that differs from the amount you were expecting. If you have purchased more than one item and applied a discount code, the discount will be applied and divided between all of the items on your order. Instalments will be calculated on the final basket price.
When your order cannot be split equally over your instalment period, we will always add the extra amount to the first instalment.
How do I settle the account early?
Once your order has shipped, you can pay the total remaining instalment balance at any time by contacting our Customer Care team on 0800 151 2345.
Can I apply Flexi-pay to an existing order?
Flexi-pay can only be applied to eligible items and must be selected at the time of placing the order before the payment has been processed and the purchase has been made. We cannot apply Flexi-pay to an order after it has been placed.
What happens if I miss a payment?
We understand that sometimes mistakes happen. If we attempt to take a payment and your bank declines it we will re-attempt to take payment again within 30 days after the original instalment date.
If your card is declined a second time, we will add an administration charge of £15.00 plus VAT to your outstanding balance payable immediately, along with your missed instalment.
What happens if the third attempt to take payment fails?
We will attempt to collect an instalment three times before escalating the requirement of the missing funds over to a debt collection agency. On the third attempt, we will add a second administration charge of £15.00 plus VAT to your account if this also fails.
At this point all remaining funds required for full settlement of the outstanding balance for your items (comprising the missed instalments and any future instalments) will be payable immediately in full, together with the combined missed payment administration fees of £30 plus VAT.
A debt collection agency will be instructed to recover these amounts from you and they will add additional administrative charges to the outstanding debt. Failure to settle the account with the debt collection agency may result in legal action being taken against you and any legal fees and costs added to your outstanding debt.
What happens if I need to return an item paid for with Flexi-pay?
If you need to return an item, we will refund your card for the exact amount that you have paid so far for that item excluding Postage & Packaging. If your order included more than one item and you still have further instalments remaining to pay, then we will adjust your schedule accordingly. Your statutory rights are not affected.
Delivery
What will it cost?
Postage and Packaging fees for Standard Delivery will be clearly displayed against each item when presented on our TV channels or website checkout section.
Delivery charges can vary depending on the product(s), but regardless of how many items you buy in any one day (defined as 00:00 to 00:00), the maximum you will ever be charged for Standard Delivery is £29.99 for 2 or more items (Per item charges are variable between £1.99 to £7.99).
You also have the option of choosing our speedy Fast Track service, which also costs £6.99.
How is my order delivered?
Your order will be delivered to the address provided by you, either via Royal Mail or courier (depending on the products you've bought).
Ideal World can only take orders for delivery to the UK mainland, Northern Ireland and the Republic of Ireland. We are happy to accept orders made by customers from other countries, provided you have a UK Credit/Debit card and we can post to a UK address.
If you order more than one product in a day, we will try to group them into one delivery but this also depends on the items you've chosen. If we do deliver your products separately, you will NOT be charged additional delivery fees, or for more than the maximum daily Standard Delivery charge of £29.99.
In some instances, you may be asked to sign for your delivery or provide ID and a signature. If you're out, the courier may attempt to post the item through your letter box, depending on the package size and value. In other cases, the courier will leave a card with their contact details so you can arrange a more suitable delivery time.
We can also in most instances deliver your order to an alternative address to your registered membership address. This alternative address can only be provided to us when ordering by phone and speaking to a member of our Customer Service Team, or through our website checkout process.
Please be advised that it is not possible for us to deliver products within the same order to alternative delivery addresses, and first time orders can only be delivered to the billing address which is registered to your Ideal World account.
For full details on Delivery Terms & Conditions, please view our Deliveries & Returns page.
How long will my order take?
Our Standard Delivery time to the UK Mainland is 3 to 5 working days (after authorisation of your Credit/Debit card).
Deliveries to non-UK Mainland, Northern Ireland, The Islands and the Republic of Ireland may take a further 2 to 3 working days.
We also offer a speedy Fast Track UK Mainland postage service, which will see your delivery winging its way to your doorstep within 2 working days of payment receipt.
Unless otherwise advised, items marked as 'Pre-order' will be delivered within 8 to 14 working days after we receive payment. You can also choose our Fast Track service for your pre-ordered items - they will be delivered within this time frame, but using an expedited service.
For full details on Delivery Terms & Conditions, please view our Deliveries & Returns page.
Do I need to sign for my order and what happens if I'm out?
We'll deliver your items to the address you provided us when placing your order. Depending on the package size and value of the stock you've chosen, you might be asked to sign for the goods. If you happen to be out, the courier may attempt to deliver your package through your letter box, or alternatively they will leave a calling card with their contact details so you can arrange a more suitable delivery time.
What if the item I order is out of stock?
All orders are subject to stock availability. Where you have ordered several products and not all are in stock, we may send you the products which are available, then send the remainder of your order as soon as the items are back in stock.
If certain goods happen to be out of stock, we will contact you within 30 days from the day after your order was placed. If the items are due to come back in stock, we will propose a new delivery date to suit you, or if you prefer we may be able to provide equally tantalising substitute goods.
If we've received payment from you for items that are out of stock and you do not want to wait for them to become available or are not interested in our offer of substitute goods, we will refund your purchase within 7 days of receiving your go-ahead.
Returns
Can I return my order?
We know you will love your purchase from Ideal World, but just in case you are not entirely delighted with your purchase for any reason, simply follow the returns instructions provided when you received with your purchase. Just ensure that we receive it back to us within 30 days of the dispatch date to receive a full refund (including VAT).
The only exception on refunding items are those that have been personalised to your specification, such as resized rings (done through us or another jeweller).
Please note that we cannot accept returns of goods that have been personalised to your specification such as resized rings, by us or another jeweller.
For full details on Returns Terms & Conditions, please view our Deliveries & Returns page.
What is the return address?
Please post your item to: Ideal World, PO Box XXX, Southall, UBXX XXX
How do I make a return?
- Fill out our Returns Form (attached to your receipt) with your reason for return.
- Post us your Returns Form along with the item in the condition it was shipped in (including all packaging materials), within 30 days of the invoice date.
- If you return an item for refund that was part of a promotional offer, kindly return any free gift that was supplied as part of that promotion.
- If a Returns label is included with your item, you may use this to return the item. £3.99 will be deducted from your refund to cover the cost of postage.
- Alternative, you may use the cut our returns label and pay for your own postage via Royal Mail. Plesae ensure that you use a tracked and insured service tht covers the cost of the item.
Faulty Items
In the unfortunate case that your purchase develops a fault then we try to make the returns and repair process as swift and painless as possible.
If the fault occurs within 30 days of purchase (or delivery) we will always offer you either a repair, exchange or refund. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service or replacement. In all cases we reserve the right to inspect the product and verify the fault.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
Do I have to pay to return my order?
Yes please. We recommend you return your item via Royal Mail Special Delivery (or other similar tracked and insured delivery service) to ensure you have proof of postage and that your item is covered during transit. This is important since we will not be able to issue a refund for any items returned that are damaged or lost in shipment.
If a returns label is included with your item, you may use this to return the item. £3.99 will be deducted from your refund to cover the cost of postage.
How long does it take to process a return?
Provided that the item you returned is in original purchase condition and within its original packaging, the full price (including VAT) will be refunded to you within 14 days of receipt of the item back to our warehouse. Your money will be returned to the account that you made your purchase.
What happens if I need to return an item paid for with Flexi-pay?
If you need to return an item, we will refund your card for the exact amount that you have paid so far for that item excluding Postage & Packaging. If your order included more than one item and you still have further installments remaining to pay, then we will adjust your payments by removing the amount of the returned item off your outstanding payments on that order.
Can I receive a refund on my returned item?
Please ensure the security tag has not been removed if the item is being return for a refund.
Key things to remember to guarantee your refund:
- The identification tag must not have been removed from the item.
- The item must be returned in a clean, unused and unaltered condition and in its original packaging and with the authenticity card if supplied.
- The only exceptions on refunding items are those that have been personalised to your specification, such as resized rings (done through us or another jeweller.
- Earrings/under garments cannot be refunded for hygiene reasons. Items returned without the hygiene strip in place will also not be refunded.
- Refunds made under this returns policy will not include either the original postage and packing charge or any return costs.
- Refunds will be made within 30 days from receipt at our return address.
- Refunds will be made to the original means of payment.
- This policy does not affect your statutory rights.
- Ensure that the outer packaging for your return item is suitable to protect it while in transit to our return address.
- If you return an item for refund that was part of a promotional offer, kindly return any free gift that was supplied as part of that promotion.
Bits and Bobs
What ring sizes do you sell?
To make it easy for everyone, we have standardised all of our ring sizes. Unless other wised stated at the time of sale on our TV channels or website, all ladies' rings are UK size O, while all men's fits are the standard UK size U.
If the ring does not fit can I get it re-sized?
Yes, that's not a problem. We offer specialised ring resizing at Ideal World. For fees and instructions on going about this, please contact our Customer Care team by simply sending them an email at customercare@idealworld.tv
When posting your ring for resizing, we recommend that you use Royal Mail or a similar insured service to ensure it is safely covered during transit.
How can I get my order valued?
To obtain a true value of your item, you will need to contact an independent consultant who is trained in gemstone valuation. Be advised however that a fully comprehensive valuation would usually require a jeweller to dismantle the item in order to calculate the carat weight and cuts of the gems that are not visible to the naked eye. This would invalidate your eligibility to return the product.
What is an Authenticity Card?
As a reputable supplier, certain pieces of jewellery we sell come with a 'Certificate of Authenticity'. Depending on the product, this information can include details such as Shape, CTW, Cut, Colour, Dimensions, Count, Composition, Treatment, Gemstone Group, Setting, Product Type, Style, Length, Width, Weight, Closure Link, Material Type, Material Colour and Material Purity.
Where does the start price come from in your presentation?
Since the presentations we run have a falling price format, we initially kick off with a randomised price which drops from there. The start price does not infer any market value or worth.
What is Ideal Worlds diamond policy?
In 2003, leading organisations in the industry agreed on a program of self-regulation to complement the Kimberley Process, which was created by the Governments of countries involved in the diamond trade. The core of the program is a chain of warranties that follows rough diamonds, polished diamonds and jewellery containing diamonds through the supply chain to ensure they comes from legitimate sources.
We at Ideal World welcome and fully support this global system, as it's designed to fight against the illegal traffic of 'conflict diamonds'. Every product we sell containing diamonds is covered by the following guarantee:
"Ideal World only sells diamonds purchased from legitimate sources not involved in funding conflict and in compliance with United Nations resolutions. Ideal World hereby guarantees that the diamonds contained in all our products are certified to be from sources that are free from conflict, based on personal knowledge, and/or written guarantees provided by the supplier of these diamonds."
As a Trade Member of the program, we also continue to encourage other vendors of diamonds and diamond products to adhere to this Code of Practice.
For more information about the program and the diamond trade, see www.diamondfacts.org. Finally, rest assured that Ideal World internally grade diamonds for clarity and colour if they have not been independently certified.
Are your gemstones treated?
Unless specifically marked as 'Natural', our gemstones may be treated to enhance their beauty. Such treatments are usual practise and comply with CIBJO guidelines as well as industry standards. If you'd like any further information on possible treatments performed and any special care requirements for a particular jewellery item, simply send us an email at customercare@idealworld.tv
Here at Ideal World, we fully support the Kimberley Process and require all of our trade suppliers of diamonds to do the same.
We work hard to ensure, wherever possible, we identify the source of the items that we sell.
We're committed to responsible sourcing through vertical integration into our supply chain and have been in the gemstone sourcing and jewellery making business for over thirty years now within the VGL group of companies.
How long will my order take to reach me?
All deliveries should reach you within 5-7 working days.