1. Faulty Items
Under the Consumer Rights Act 2015, consumers may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described. You must be able to produce a receipt or proof-of-purchase in order to return an item.
All of our products come with a manufacturers warranty, or our own 12 month warranty (whichever is longer) for complete peace of mind. If your product is faulty, we will repair your purchase completely free of charge. Please note, this does excludes accidental damage such as denting, pulled claws, chipped diamonds and malfunctioning watches which have received knocks and anything similar which is not deemed by ourselves as a mechanical or intrinsic fault with the product.
Please ensure that any water resistant watches have their crowns properly tightened before submersion. If in any doubt, do not just assume your watch is water resistant, as you could cause serious damage to the mechanics. Simply contact our customer care team, who will be able to advise the correct course of action.
At our own discretion, we reserve the right to await manufacturer comment on return of watches, jewellery or other items before we decide whether or not to offer an exchange or refund. Any mechanical watches may need their time-keeping to be regulated and tailored to suit the individual wearer. Some inaccuracies, or time gain/loss, is not deemed a fault.
2. Unwanted Items
After receiving your product, you will have 14 days in which to make a return provided that the items are accepted by us as unworn, where all packaging and relevant paperwork (where applicable) is unaltered and in the same condition as when purchased (on which we have full discretion).
If we procured a product that we did not have in-stock at the time of order at your request, then a stocking fee of 20% will apply should you wish to return the special order.
If your purchase involved the use of a credit note, insurance payment, or any other form of alternative payment arrangement, then this policy may not apply, and subsequent actions will be decided upon at our absolute discretion.
In the scenario that you wish to return an item within the returns period, but showing signs of wear, we reserve the right to refuse any refund, however, at our own discretion, may refund a proportion of the original purchase price. This is dealt with on a case-by-case basis, where we will exercise fair practice to the very best of our possibility.
You must be able to produce a receipt or proof-of-purchase in order to return an item. Any authorised refund will be repaid in the same or similar form as originally paid.
3. Sale or Reduced items
If you purchase a product during a sales or reduction period or promotion, we may not be able to offer a full refund, or any altered pricing, if returned outside of the promotional period or where the original purchase price has altered.
If your return an item, that has since fallen in price, you will only receive a refund up to the current listing price. Our aforementioned returns policy applies, whether the item is faulty or unwanted.
Some items, such as rare watches or jewellery, can fluctuate in price due to global economics and availability. If a product has increased in price since your purchase, you will not be able to return the item at the new market value.
4. Bespoke Orders
Custom ordered, or modified items are not subject to standard refund or exchange. If you have ordered a bespoke piece of jewellery in the wrong size, or have changed your mind, or the item is an unwanted gift - there is no automatic right to return goods.
We are not able to refund goods that are made to a customers specification or are personalised - for example, a made to measure bracelet, or a watch that has a name engraved on it, or any jewellery that has been made specifically to preference for the customer. The same applies where a ring is purchased by mail order and an incorrect finger size is provided.
In the case of our fine diamond jewellery, we pride ourselves in creating bespoke and unique, tailored experiences for the customer, and as such, the majority of our jewellery is custom made and not automatically refundable in full due to the costs involved in this process of acquiring parts and the specialist labour performed.
There are some cases where we may be able to offer a credit note for a portion of the purchase value, but this will be entirely at our discretion dependent on the costs involved. As always, we will endeavour to be as fair as possible and to ensure customer satisfaction wherever we can without incurring losses to ourselves or any partners involved in a bespoke order.
Once a design is finalised, before we begin procuring any required elements and labour, we will require a minimum 50% non-refundable deposit. If you decide you no longer desire the jewellery once the deposit has been paid we will be unable to refund the deposit as work will have commenced on the jewellery. We may be able to alter it however or issue you a credit note. The final balance is required once the commission is complete and ready for dispatch or collection.
5. Trade-ins, Part-Exchanges & Buybacks
We always offer good prices for watches and diamonds, in-line with current market positions. We never pay for products upfront as all purchases require expert inspection before any exchange of monies, but we will be happy to provide a written valuation. Following a final inspection approval, your agreed offer will be paid directly to your bank account within 4-5 working days.
We will always offer a generous part-exchange price on popular goods you have bought here or elsewhere. Custom, bespoke or personalised items we may not be able to offer anything back for.
6. Additional Information
We highly recommend insuring your purchases from us straight away. We are always more than happy to provide a free insurance valuation upon request, as well as assist with the insurance. There are many accidents and events that can harm your investment. For example, a chipped diamond snagged ring-claw or dropping a watch, none of which will be covered by our warranty, and all can cause a significant loss. Enquire with our team today about our insurance offers.