NEW BILQUES LIMITED / Customer information
Service Policy
Reviewed 22 October 2026 · GBP / United Kingdom
What customer service covers
Our support covers product selection, care information, request corrections and problems with an agreed order. Compare the whole dress silhouette, garment length and UK size, rather than assuming that a picture guarantees fit. Ask for the actual garment measurements before accepting an offer. For bracelets, compare the stated length, link width and closure; discuss material sensitivities without sending medical information. No precious-metal or hypoallergenic claim is made. Selection advice and help with an agreed order are free; this policy does not require a separate support subscription.
Contact and response target
NEW BILQUES LIMITED is the trader and data controller, company number 16925207. Write to [email protected] or 129A East Park Road, Leicester, England LE5 5AZ. This is a correspondence address, not a shop or an unsolicited returns destination. Telephone: +447427569488. We aim to reply within two business days, Monday to Friday excluding local public holidays. This is a response target, not a claim of continuously staffed telephone opening hours. For a written trail, use email and retain your reference. No automated delivery or confirmation email is promised by this website.
Information to include
Include the product name or SKU, chosen variant, request reference if available, a short description of the problem and the result you would prefer. Give only information relevant to resolving it. Never send full card credentials, identity-document scans or unrelated household data. Optional defect photographs should show the object rather than people. If images are difficult or unsafe to obtain, explain the issue in words; photos are not an absolute condition of your legal rights.
Selection guidance
Compare the whole dress silhouette, garment length and UK size, rather than assuming that a picture guarantees fit. Ask for the actual garment measurements before accepting an offer. For bracelets, compare the stated length, link width and closure; discuss material sensitivities without sending medical information. No precious-metal or hypoallergenic claim is made. If you need clarification, ask before accepting an offer. Tell us which measurements or design details matter to you, without sending intimate personal information. We will distinguish the catalogue description from specifications actually checked for the offer. Support cannot turn an illustrative picture into a guaranteed fit, capacity, colour match on every screen or manufacturing claim.
Request review
Before issuing an offer the merchant reviews actual availability, the selected SKU and variant, the included pieces, the eligible domestic address and the complete itemised total. We may ask for missing essential details; that does not reserve stock or commit you to buy. A material specification or timing change needs a revised proposal. We do not replace a selected product or size merely because another item looks similar.
Amend or withdraw a request
Before explicit acceptance of an offer, you can amend or withdraw your request without charge. Email the reference and the line, quantity, variant or address you want changed. We will identify the original request and provide a revised offer where needed, so you can review the total and dates again. Please do not send a second request for the same intention merely to correct a spelling mistake.
After acceptance and dispatch
After acceptance, contact us promptly about an amendment. We will try to correct details before dispatch but cannot guarantee that a parcel can be intercepted. There is no undisclosed amendment fee. If dispatch cannot be stopped, we will explain the applicable cancellation and free collection route instead of pretending that statutory rights no longer apply. Do not pay an extra delivery or change charge unless an actual optional service and price have been agreed.
Missing or wrong items
For a missing or wrong item, check the packing contents safely and send the reference and expected/received SKU. A picture of the object or package may assist but is not compulsory. We investigate with the delivery handler where appropriate rather than requiring you to pursue the carrier. Applicable replacement, refund and recovery of wrong goods are arranged without charging you for the merchant’s mistake.
Damage and safety concerns
Stop wearing a damaged clasp or sharp link and stop using a torn or unsafe garment. Do not attempt a risky repair. Object-only photographs can help; we never require a modelled body photograph. Care and fit advice is not a guarantee of suitability or a professional alteration service. Tell us the reference, product and what happened. We will discuss safe recovery and the appropriate remedy, including collection at no customer cost where required. There is no rule requiring you to continue using an unsafe item, repair it yourself or produce an unboxing video before reporting an original defect.
Complaint workflow
A complaint is logged by reference with the concern, relevant evidence and requested outcome. We target acknowledgement within two business days and a reasoned outcome or substantive update within 14 calendar days. The response should explain the proposed remedy and why it is appropriate. If a check is still outstanding, we give a real next-update date rather than leaving the issue in an indefinite investigation.
Escalation and limits
If merchant review does not resolve a consumer dispute, Citizens Advice consumer service can advise and explain how information reaches Trading Standards; GOV.UK provides consumer-rights guidance. We do not claim membership of an ombudsman or ADR scheme. Privacy complaints can be raised directly with the ICO under the Privacy notice and need not follow a product complaint route. Statutory remedies and access to courts are preserved.
Fees and support data
Selection advice, request assistance and merchant-arranged collection under these policies cost £0.00. There is no restocking, inspection or support subscription fee. Support correspondence follows the Privacy retention schedule: unaccepted-request details normally 90 days after last substantive contact, accepted-order operational details 730 days after fulfilment, with narrow documented holds reviewed every 90 days. Send only what is needed to resolve the issue; additional irrelevant data does not improve a claim.