Delivery & Returns
Every piece is dispatched fully insured and fully tracked, delivery is included in the price, and you have 14 days to change your mind.
Draft for review — please have your solicitor confirm this before launch.
Delivery
Where we deliver
We dispatch to addresses in the United Kingdom only. If you are outside the UK and would like a piece, contact us before ordering and we will tell you honestly whether we can help.
What delivery costs
Nothing extra. Delivery is included in the price shown on the listing, and there is no separate postage line at checkout. The price you see is the price you pay.
How pieces travel
Every order is sent fully insured for its full value and fully tracked, and a signature is required on delivery. We cannot leave a parcel with a neighbour or in a safe place, and we cannot deliver to a PO box. We will send you the tracking number as soon as the parcel is on its way.
When we dispatch
Orders confirmed before 1pm on a working day are usually dispatched the same day, and otherwise on the next working day. Because every piece is one of a kind, some are given a final check before they leave us; where that will take longer, we will email you with a date. Working days are Monday to Friday, excluding public holidays.
Delivery address
For insurance reasons we deliver to the address given at checkout and cannot change it once a parcel has been collected by the carrier. If the address is wrong, tell us straight away.
Collection in person
You are welcome to collect by appointment instead of having a piece delivered. Order as normal and then contact us to arrange a time. Please bring photographic identification in the name on the order, and the card used to pay.
Returns
Changing your mind
You have 14 days from the day you receive a piece to tell us you want to return it, and a further 14 days to send it back. You do not have to give a reason.
How to return a piece
Email us at [email protected] before sending anything back. We will confirm the return address and arrange insured, tracked carriage. Please do not return a piece by ordinary post or without insurance: until it reaches us it remains your responsibility, and an uninsured parcel that goes missing cannot be refunded.
The condition it comes back in
Handle the piece as you reasonably would in a shop — try it on, look at it properly, check it is what you expected. Please return it with its box, papers and any tags. We may reduce your refund to reflect any loss in value caused by handling beyond that, for example a shortened bracelet, a resized ring, a scratched case or an engraved item.
Refunds
Once the piece is back with us and has been checked, we will refund you within 14 days, to the payment method you used. In practice this is usually two to three working days from receipt; your bank may take a few days longer to show it on your statement.
Altered pieces
If we alter a piece at your request before dispatch — resizing a ring, shortening a bracelet, engraving — that work is made to your specification and the right to change your mind does not apply to it. We will always tell you this clearly before any alteration is carried out.
If a piece is faulty or not as described
This is separate from changing your mind, and is not limited to 14 days. Contact us and we will put it right — by repair, replacement or refund as appropriate. Return carriage in that case is on us.
Your statutory rights
Nothing on this page affects your legal rights. The cancellation rights described here reflect the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and your rights in respect of goods that are faulty or not as described are set out in the Consumer Rights Act 2015.
Questions
If anything here is unclear, get in touch and we will explain it plainly.