Ruvane,
I can see some things that might be slowing you down on orders. I don't mean to be critical, but here are some of my reactions to the site:
-The home page is too busy. I didn't know where to look. Your menu is well integrated into the header, but maybe too well!
-I'd put a very simple overview on the home page, and not have the three narrow columns. I'd restructure how you present your product line. Maybe separated between custom and standard with custom engraving. Then, give people a really simple way to get to what they want to see. And, show it to them quickly. You have to scroll down on the Gifts page before you can see the products.
-I agree with the earlier comments about satisfaction guarantee and more about the company.
-People want to be able to buy online without needing to contact the vendor. I'd add a simple payment solution. Even PayPal "Add to Cart" buttons on each item. I don't want to have to contact you to figure out how to pay for something.
-I'd make up a form for custom orders. You say "For custom made items we require you to send us exact details of your requirements". You could boil that down to specific questions you need to have answered and all I'd need to do is fill in the form.
Your products are beautiful. I think a little redefinition of your product line and updating a few things on the site would make a big difference in your online sales. You've got the traffic, and that's usually the hard part!
By the way, your Products menu nav button is broken on the Orders page. If you click on it, it doesn't drop down. After I found some of the products, and discovered I couldn't choose something to purchase, I went to orders and discovered I'd have to contact you to place an order. Then, I wanted to go back to the Products, and couldn't do it. That might be frustrating some people.
Hope this helps.
Kathleen
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