Troubleshooting

What do I do if my Fameo ID is taken?

To shop at Fameo Online Jewellery Boutique you need a Fameo ID (login or user name). Once you decide to sign up with Fameo, we will ask you to create your Fameo ID, which must be at least 4 characters and may consist of a-z, 0-9 and underscores. If your requested Fameo ID is not available or already taken by someone else, try adding a letter, word or number to make it unique. Once you find a Fameo ID that is not already in use, you will be able to create your account.

When you sign up, you aren't required to create an e-mail address and we are not allowed to use an e-mail address as your Fameo ID due to security issues. In the event that you would like to receive Fameo communications, including transactional messages to your e-mail address, you will be asked to verify your e-mail address. Otherwise all messages will be sent to your Fameo private message mailbox.

If you suspect an unauthorized person has used your Fameo ID or accessed your account, please change your Fameo ID and/or reset your password immediately, and open an incident with Customer service.

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What if I forgot my password?

If you have forgotten your password, you must reset it before you can sign in to Your Account again. You can reset your password by either requesting a password reset e-mail message or by answering your secret question. If you have forgotten your password and no longer remember your Fameo ID, you should create a new account.

Please note that if you have not verified your e-mail address, you will not be able to receive a password reset e-mail message, and if you have not created your security question and answer, you will be not able to use the Fameo automated password retrieval system. Multiple attempts at sign-in with the incorrect password might cause your account to become blocked for 24 hours.

If you have forgotten your password, and your Fameo ID and/or doesn't have a verified e-mail address and/or security question, but you still would like to gain access to Your Account, you can contact us for assistance. We will ask you to confirm your identity by either providing us with details of your order or we may ask that one of the following proof of identity is faxed or mailed to us:

Utility bill (under 3 months old) (mobile telephone statements are not accepted);
Local Authority tax bill (valid for the current year);
Bank/building society or credit card statement or passbook (under 3 months old);
Local Council rent card or Local Council tenancy agreement (under 3 months old);
Correspondence sent to you by the Inland Revenue.

To reset your new password, please go to the Password assistance page. To confirm your identity, please go to Customer support and open an incident.

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Why doesn't my password work?

There are several possible reasons for getting a "Your entered password does not match the password we have on file." error message:

You have CAPS LOCK on: Passwords are case sensitive, (meaning that "PASSWORD," "PAssWoRd," and "password" are not the same). Please keep this in mind when entering your password.
Your account is blocked: Multiple attempts at sign-in with the incorrect password might cause your account to become blocked for 24 hours. Please wait up to 24 hours if you recently tried to sign in with the wrong password.
Your cookie is broken: A cookie is a small piece of information stored by your browser. If your cookie is not being accepted correctly, you will be logged out of Your Account and this may be blocking your current ability to sign in. Please delete your cookies (or Fameo cookie) from the "cookies" directory, after you close all your browser windows.
Your browser cash is full: Sometimes it is necessary to clear your browser's cache (Internet Temporary Files). The cache is the memory your browser uses to store content of the web pages that you visit. Storing that content lets your browser load those same pages more quickly the next time you visit them. Please try to clear your browser's cache and try to sign in again.

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How do I unsubscribe to your e-mails?

Fameo Online Jewellery Boutique will never sent you unsolicited e-mail messages (SPAM) and if you receiving an e-mail message from Fameo, it is because you subscribed to it and confirmed this by verifying your e-mail address or it is a "phishing" or "spoof" e-mail message that looks very similar to a real e-mail from Fameo.

If you have instructed us to send you e-mail notifications and/or newsletters, but now decided not to receive them anymore, you may stop it by updating your "Privacy preferences" through your account or, if you have subscribed to Fameo newsletters, please unsubscribe through the "E-mail subscriptions" at your account.

If you have never verified your e-mail address and/or subscribed to any e-mail notifications or newsletter, please check if the e-mail messages you are receiving are not "phishing" or "spoof" messages. These messages are easy to identify:

We will never ask you the following information in an e-mail

Your national insurance number or VAT registration number;
Your bank account information, credit card number, PIN number or credit card security code;
Your mother's maiden name;
Your Fameo ID or your account password;
Unsubscribe you from a service. (Many spammers use this to create a list of valid e-mail addresses);
Confirm your order delivery address;
Confirm your billing address.

We will never send you a message from another domain

Genuine Fameo e-mails come from an e-mail address ending in "@fameo.co.uk" or "@fameo.com" or "@fameo.biz";
Fake e-mails only look like they originated from Fameo, for example, by putting "Fameo" at the beginning of the address, such as fameo-orders@hotmail.com;
If the return address contains the name of another Internet Service Provider (ISP), you can be sure the e-mail is not from Fameo;
Please note, that a return address can be forged.

If you are unsure the e-mail message is legitimate or not, please contact us filing a "Report phishing or unsolicited ("Spam") e-mail communication" and send us the full and unmodified message source.

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Why are there no matches for my search?

The search box can be found at the top right hand side of every page. Enter one or more jewellery related keywords using any combination of the jewellery features. For example:

Entering "Ring" finds all rings from all Fameo catalogues;
Entering "Sapphire ring" finds all rings with all colours of sapphires;
Entering "Blue sapphire ring" finds all rings with blue sapphire stones;
Entering "Sapphire" finds all jewellery with sapphire stones;
Entering "Blue" finds all jewellery with a prominent blue look.

If your search return no results, make sure that you didn't use quotation marks or any other search operators, such as "+", "OR", etc. Check if your search terms are spelled correctly or try using fewer words to make the search less specific.

If you are looking for a particular length of chain or size of ring, do not specify the size it is in your search term. Every Fameo jewellery item can be sized according to your requirement.

If you still can't make your search work, we have 3 specialised jewellery search forms, which allow you to search all catalogues by defining the jewellery design, diamond characteristics or colour gemstone detail. No specialist knowledge is required to use any of the search forms and you don't need to learn anything about diamonds or coloured stone grading. And if you are looking for a specific document or an answer, please use the website search form.

For more information about search, refer to "How do I find specific jewellery?".

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Why do items disappear from my basket?

Your shopping basket is there to store items you plan to purchase. If you placed any items in the shopping basket and did not proceed to the order checkout, all items will be automatically saved in the shopping basket for as long as they are not discontinued and you are using the same computer from the one you used to save your items. If you want to permanently save your items, use the "Save to my list" option at the right of the basket page.

If you are receiving an error message or having other difficulties with your shopping basket, please try one of the suggestions below which may help:

Enable cookies: If you have enabled cookies in your browser and are still having trouble adding items to your shopping basket, try signing in through the "Sign in" link on the top of every page before adding items to your basket;
Reload the page: If the Fameo website is taking a long time to load or respond, click the "Stop" button at the top of your browser and then click "Reload" or "Refresh" at the top of your browser window;
Check parental control: If you are using any type of parental control software, or if your Internet Service Provider has such controls active on your account, please make sure that these functions are disabled;
Clear your cache: Sometimes it is necessary to clear your browser's cache (Internet Temporary Files). The cache is the memory your browser uses to store the content of the pages that you visit. Storing that content lets your browser load those same pages more quickly the next time you visit them. Please try to clear your browser's cache and try save items to the basket again.

If none of these suggestions solves your shopping basket problem, please contact customer support and file "Report a technical fault, typo or an error on the Fameo website."

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Why have I been asked to enable cookies?

Cookies are short pieces of data that are sent to your computer when you visit a website and Fameo uses cookies to keep track of what you have in your shopping basket or order. Cookies cannot harm your computer and do not contain any personal or private information. Cookies also allow Fameo to recognize you automatically whenever you visit our website, so that we can personalize your experience and provide you with a better service.

If your web browser is set to refuse cookies from Fameo website, you will not be able to complete a purchase or take advantage of certain features of our website, such as saving items in your shopping basket or customizing your jewellery. We strongly encourage you to configure your web browser to accept cookies from Fameo website.

To enable cookies, follow the instructions below for the browser version you are using.

Mozilla Firefox (1.0 final release and earlier)

Go to the "Tools" menu;
Select "Options";
Select the "Privacy" icon in the left panel;
Check the box corresponding to "Allow sites to set cookies";
Click "OK" to save changes.

Netscape Communicator 4.x

Select "Preferences" from the Edit menu;
Find the "Cookies" section in the "Advanced" category;
To enable:
Select "Accept all cookies" (or "Enable all cookies");
Click "OK".

Netscape 7.1/Mozilla 5.0

Select "Preferences" from the Edit menu;
Click on the arrow next to "Privacy & Security" in the scrolling window to expand;
Under "Privacy & Security", select "Cookies";
Select "Enable all cookies";
Click "OK".

Microsoft Internet Explorer 6.0+

Select "Internet Options" from the Tools menu;
Click on the "Privacy" tab;
Click the "Default" button (or manually slide the bar down to "Medium") under "Settings";
Click "OK".

Microsoft Internet Explorer 5.x

Select "Internet Options" from the Tools menu;
Click on the "Security" tab;
Click the "Custom Level" button;
Scroll down to the "Cookies" section;
To enable:
Set "Allow cookies that are stored on your computer" to "Enable";
Set "Allow per-session cookies" to "Enable";
Click "OK".

For more information on what data we collect from you and how we use it, please refer to our Privacy policy.

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What do I need to use Fameo mobile service?

Fameo Mobile is an alternate version of Fameo.co.uk website. The online jewellery boutique specializes in custom made and fine jewellery that has been specially designed for viewing on your mobile phone. It is updated daily, and includes all Fameo jewellery catalogues and many features from the regular site as well as some exclusive content, such as access to your order tracking facility and mobile customer service.

To use Fameo Mobile you need a mobile phone with web-browsing capabilities. Check your account to make sure you have activated your web browsing. In terms of devices, Fameo Mobile is compatible with the most popular handsets from Motorola, Nokia, Samsung, LG, Sony Ericsson, Sanyo and others. Viewing Fameo Mobile is free, however your mobile-service provider may charge you for access to the wireless web. If you are not sure how you are being charged for wireless web access, contact your mobile-service provider.

You can also sign up for Fameo alerts service for the latest jewellery arrivals, price changes and special promotions by getting the details sent as a SMS text message directly to your mobile phone. All you need to do is register your mobile number with us by texting FAMEO to 07624806277 and we'll send you details. Standard text message charges apply as per your carrier plan.

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Why can't I use Fameo mobile on my phone?

To use Fameo Mobile you need a mobile phone with web-browsing capabilities. The Fameo Mobile website will operate on all the major UK mobile networks and is accessible from all WAP or GPRS-enabled mobile devices including the most popular handsets from Motorola, Nokia, Samsung, LG, Sony Ericsson and Sanyo.

If you are having trouble accessing Fameo Mobile, please check with your mobile-service provider that your device is capable of accessing the Internet and your service plan includes Internet access. Then make sure that you are entering the correct address into your device's Web browser. It should be either mobile.fameo.c.uk or m.fameo.co.uk. For easier access at a later stage, save this link as a bookmark or a favourite.

Alternatively, you can text FAText FAMEO JOIN to 07624806277 and we will send you a message which will contain a link to the Fameo Mobile website. This message will be found in your text message, WAP push or service message inbox. Check the message and then open the link or load the page. You will be connected to Fameo Mobile via the mobile internet. Please note, that standard text message charges apply as per your carrier plan.

If you are still having problems, please visit Customer Service and use "Open an incident" form to let us know about your problem. Choose the "Report a technical fault, typo or an error on the Fameo website" option from the menu and describe your problem in detail in the text entry field.

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