COMPANY POLICIES

TERMS & CONDITIONS

The following Terms and Conditions of Sale ("Sales Terms") and Terms of Website Use ("Website Use Terms"), together with our Privacy Policy, tell you information about the legal terms and conditions ("Terms") on which we sell any of the products ("Products") listed on our website ("Site") to you.

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Terms and Conditions

1.    Your purchase of products which we supply to you through this Website (whether orders are placed online or over the telephone) ("Products") is subject to the Website Terms and Conditions of Sale ("Terms and Conditions of Sale"). These Terms will apply to any contract between us for the sale of Products to you ("Contract").

2.    Please read these Sales Terms carefully, together with our Website Use Terms and Privacy Policy. If you purchase Products through our Website, our Terms and Conditions of Sale govern our relationship with you in relation to this Website.

3.    We may revise these Terms as they apply to your order from time to time to reflect changes in relevant laws or regulatory requirements. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time.

Sales Contract for Online Orders

4.    Orders placed by you on the websites www.hollyrobinsonjewellery.com and www.hollyrobinsonjewellery.co.uk (the "Website") for the products offered by us through the Website are only an offer to conclude a sales contract.

5.    You are the individual or individuals placing the order ('you', 'your'). You must be 18 years or over to enter into a contract with us. By placing an order with us, you confirm that you are 18 years or over. We supply products for domestic and private use.

6.    This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither party will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

7.    We intend to rely upon these purchase terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by ourselves, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.

Order Placement

8.    Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please carefully check your order at each page of the order process.

9.    After you have placed an order, you will receive an email from us acknowledging that we have received your order. Please note that this acknowledgement does not in itself mean that your order has been accepted.

10.    Our acceptance of your order, and the formation of the Contract between us, takes place when we send you an order confirmation email. That email will confirm the details of your order and, where relevant, an estimated completion date. We will send you a separate dispatch confirmation when your item is on its way to you.

11.    If we are unable to supply a Product you have ordered, for example because materials cannot be sourced to the specification required, or because we cannot verify the delivery or payment information you have supplied, we will inform you of this by email and we will not process your order. If you have already paid, we will refund you the full amount, including any delivery costs.

12.    If we are unable to verify the delivery or payment information you have supplied, we may restrict delivery to the address to which your credit or debit card is registered.

Payment

13.    We accept all major credit and debit cards, including American Express, Mastercard, Visa and Visa Debit via PayPal along with BACS transfer & cash. If you would prefer to pay by another method, please contact us.

14.    Where you pay by card, your card will be debited when you click on the "confirm" button.

15.    You must pay for products before we dispatch them. Please see the Bespoke Commissions section below for payment terms applying to bespoke commissions.

16.    In the event that the sum due cannot be debited for whatever reason, the sale will be cancelled and you will be notified in writing.

17.    If you wish to arrange for delivery or collection of jewellery in a country other than the United Kingdom, you will need to contact us directly by telephone or in person to make the order and arrange payment and delivery.

18.    Any credit card used for payment must be in the name of the person ordering, and the same card must be carried at the time of delivery, as it may be required for verification and for obtaining a signature on a credit card charge form for delivery.

19.    If you are paying by bank transfer, we will send you BACS details by email and will confirm receipt of payment with you once your funds have arrived in our bank account.

20.    If you are paying by cheque, we will send you details by email. Whenever paying by cheque you are required to print your name and address on the reverse as reference. Without these details we will not be able to identify your payment.

Pricing

21.    All international orders are manually inputted to ensure the correct tax charges for your location.

22.    It is your responsibility, as the customer, to provide the requisite evidence and information to be able to claim back VAT and prove that your order is zero rated, if applicable. Once the full required evidence and information is received and verified by Holly Robinson Jewellery, you will be credited back the VAT that you have been charged. You will receive the rebate in the form that the payment was received.

23.    Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures. If we accept and process your order where a pricing error is obvious and unmistakeable, and could reasonably have been recognised by the average customer as an error, we may end the Contract, refund you any sums you have paid and require the return of any products provided to you.

24.    Product prices and delivery charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an order confirmation.

25.    Our jewellery is priced according to current industry prices and indexes. Each bespoke commission is priced in relation to the time spent on design, the weight of gold or platinum employed, the cost of diamonds and gemstones, hallmarking, additional fittings, setting and finishing. Prices are updated regularly. Please see the Bespoke Commissions section below.

Products and Services

26.    All jewellery supplied by Holly Robinson Jewellery is made to order. We do not sell jewellery from stock. Every piece is made individually for the customer who has ordered it, which is what allows us to maintain the quality of our work and our commitment to limited production.

27.    We offer a bespoke commission service, where clients work with us to create a one-off piece of fine jewellery designed for them from scratch.

28.    We also offer the Muse Collection, our ready-to-order engagement ring collection, in which pre-designed rings are made to order in the customer's chosen metal and ring size. The Muse Collection has its own separate terms.

29.    Because every piece is made to order, the production times set out in these policies apply to all of our jewellery. Nothing we supply is held in stock for immediate dispatch.

Hallmarking and Materials

30.    All precious metal jewellery we supply is hallmarked in accordance with the Hallmarking Act 1973, where the weight of the item requires it.

31.    We describe every diamond and gemstone accurately, and we always state whether a diamond is natural or laboratory grown. Where a piece is set with laboratory grown diamonds, this is stated clearly on the product page and on any accompanying documentation.

32.    Photographs are intended to show the design. Every diamond and gemstone is unique, so minor variations in colour, clarity and measurements may occur between the item you receive and the images shown. Where a minimum carat weight is specified, that minimum will always be met.

Bespoke Commissions

This section applies to bespoke commissions only. It does not apply to the Muse Collection, which has its own separate terms.

General

• The creation of bespoke commissions will be undertaken in full confidence and discretion of the person ordering the commission. From time to time we may request that the design is recreated for further sales and marketing purposes. This will always be undertaken in full knowledge of the person that has placed the order.

• The design and all rights associated with it remain owned by Holly Robinson Jewellery.

• We do not allow the individual who has commissioned the piece to market or sell the product as their own.

• An estimate of the cost of undertaking the commission will be given at any stage that the client requests. The estimate is an approximation of the cost of the job being undertaken, and is based upon similar previous jobs and the cost of the precious metals, diamonds and gemstones being used.

• We will not be held to an estimate as the confirmed finished price. A quotation will be issued when the finished design is approved. We will, however, hold that price for seven days from the date the quotation is issued, due to the fluctuation of prices of precious metals, diamonds and gemstones.

• Bespoke commissions require a 50% deposit on approval of the design and confirmation of the order. The remaining 50% is paid upon delivery.

• All bespoke commissions are payable by BACS transfer or card payment only.

• Production and delivery timescales for bespoke commissions depend on the complexity of the piece commissioned. We estimate an average time frame of 5 to 8 weeks from start to delivered item received.

Supply to us of loose stones or jewellery

• When we are supplied loose stones or jewellery by clients for the purposes of a bespoke commission, in certain instances we may ask for proof of origin. This protects you and us against unethical and criminal practices. We reserve the right to refuse to proceed with the commission if the requisite paperwork is not provided.

Examination and assessment

• In the event that you wish to commission a bespoke piece from a loose diamond or gemstone, we will need to examine the gemstone to determine the correct way to proceed.

• We will submit a quotation to you when the jewellery has been examined by a working jeweller, or the gemstone assessed by Holly Robinson.

• The examination process may take up to 2 weeks for the quotation to be confirmed. If gemstones need to be tested there may be an additional cost. You will be informed of this cost at the earliest convenience.

• Holly Robinson Jewellery reserves the right to refuse to work with loose diamonds or gemstones supplied by the client.

Estimates, quotations and order processing

• Estimates are approximate calculations for the cost of undertaking an order. At no stage is Holly Robinson Jewellery liable to uphold an estimate.

• A quotation from Holly Robinson Jewellery formalises a previous estimate and confirms the current market price for your order. Once a quotation is received, you are required to confirm in writing by email or letter that the quotation is approved before production can proceed. We will only commence work once we have received this written confirmation.

• Quotations provided by us are valid for 14 days only. After this time we will re-quote, since the price of jewellery-based commodities such as diamonds, gemstones and precious metals is liable to change.

• We determine in our sole discretion whether to proceed with any bespoke commission.

• Should the order not be accepted by us, Holly Robinson Jewellery will return the loose gemstones, diamonds or jewellery by exactly the same method of delivery receipt, free of charge.

Shipping an item to us

• When an item of jewellery is sent to us for bespoke commission purposes, the cost of delivering the item to us for examination and assessment will be covered by you. We advise that any items sent to us under the value of £2,500 are sent via Royal Mail Special Delivery Next Day. Any items over the value of £2,500 should be sent to us by a recognised courier.

• We should be informed of all delivery details prior to any item being sent to us. It is the customer's responsibility to advise Holly Robinson Jewellery of any item being sent to 204 Watermoor Point, Watermoor Road, Cirencester, GL7 1LF.

• We do not take any responsibility for the loss of, or damage to, pieces of jewellery or loose stones before receipt at 204 Watermoor Point, Watermoor Road, Cirencester, GL7 1LF.

• We strongly recommend that all our customers pack their items of jewellery or own gemstones in a Royal Mail Special Delivery envelope, for values under £2,500, to minimise the risk of damage. This envelope does not guarantee that the piece of jewellery will be received in the same condition as when it was sent. If your pieces of jewellery or own gemstones are lost in the post or during delivery, any claim must be made directly to the carrier.

• We will cover the cost of returning orders, packages and non-orders up to the value of £2,500. Holly Robinson Jewellery will deliver these items by Royal Mail Special Delivery Next Day, and these items are fully insured.

• We recommend that all orders and packages over the value of £2,500 are handled by our expert courier or delivered personally.

• Any orders or packages that are to be delivered to an area outside of the UK will be quoted for on an individual basis. Please see the International Delivery section below.

International bespoke commissions

• We do not accept items sent to us for bespoke commissions from overseas, outside of the UK. For UK delivery details, please see the Delivery section below.

Delivery

Delivery of all Products and Services

• All products delivered by us remain our property until such time as you have paid for them in full, including damages, costs and interest, in the event of late or delayed payment.

• You have no right to retain any jewellery that has not been paid for in full in accordance with the clause above.

UK Delivery

• All orders are delivered free of charge in the UK. Dependent on value, we deliver by our expert courier, in person, or by Royal Mail Special Delivery Next Day. These items are fully insured.

• Deliveries are not made to PO Box or hotel addresses in the UK.

• The Product will be your responsibility from the time we deliver the Product to the delivery address you gave us, or from the time you collect it from us.

• You own the goods once we deliver the Product to the delivery address you gave us, or from the time you collect it from us.

• UK delivery covers England, Scotland, Northern Ireland, Wales, the Channel Islands, the Isles of Scilly and the Shetlands.

International Delivery

• We use an expert courier for all international orders. These items are fully insured.

• For any international deliveries, please contact us directly to discuss your specific delivery requirements.

• Please note that deliveries are not made to PO Box or hotel addresses outside of the UK.

• The Product will be your responsibility from the time we deliver the Product to the delivery address you gave us, or from the time you collect it from us.

• You own the goods once we deliver the Product to the delivery address you gave us, or from the time you collect it from us.

• At the end of the order process we will confirm by telephone or email when your items will be delivered.

• We are not responsible for any delay or prevention of delivery of your items outside our reasonable control. We will inform you as soon as possible and advise on the relevant steps being taken to correct the situation.

• At this time we are unable to offer specific time or personal hand-over delivery services for international orders.

• Holly Robinson Jewellery is not liable for any damage to, or loss of, items of jewellery or loose stones after the courier has accepted the item for delivery. Any claim must be made directly to the carrier.

• International delivery covers the following countries:

  • Europe: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.

  • North America and Far East: USA, Canada, Hong Kong, Japan, Malaysia, Singapore, Thailand.

  • Rest of the world: Australia, Bahrain, India, New Zealand, Qatar, Saudi Arabia, UAE.

Warranty

33.    If any jewellery you purchase from us ("Jewellery") is found to have a defect in material or workmanship within 12 months of the date of delivery, we will repair that defect without charging you for materials or labour.

34.    In the event that the Jewellery cannot be repaired, we will replace the Jewellery with an identical piece, or with what we consider to be a near identical piece.

35.    This warranty is valid only to the original purchaser, when a new piece is purchased from us.

36.    This warranty is invalidated if you allow a third party to repair, or attempt to repair, any Jewellery.

37.    In the event of a dispute as to the cause of damage, we reserve the right to send the Jewellery to a mutually agreed independent third-party assessor to determine the nature of the defect. Only if their judgement indicates a defect in material or workmanship will we repair the Jewellery.

38.    This warranty does not cover expenses incurred by you due to a lack of proper care of your Jewellery. We provide comprehensive information on how to care for your jewellery, and we cannot accept responsibility for problems with your jewellery if this advice has not been followed.

39.    Please keep your proof of purchase documents, as they will be required in order to procure warranty service in the event you wish to make a warranty claim.

40.    Please tell us as soon as you become aware of a defect, and in any event within the 12-month warranty period. Where you are claiming that an item was faulty when it arrived, rather than under this warranty, please tell us within 30 days of receiving it so that we can deal with it under your statutory rights.

41.    Nothing in this warranty affects your statutory rights. Please see the section Faulty Items below.

Aftercare
Every piece we make comes with complimentary Ring Spa Membership, which includes an annual clean and inspection at no charge. To activate your membership, complete the short registration form on our Ring Spa Membership page.

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Ring Sizes

42.    Widely available UK to US ring size conversion charts are provided for information purposes and are accurate to approximately within a quarter of a finger size only. We do not accept responsibility for the inaccurate use of this information. We provide at-home sizing kits for bespoke commissions only. For ready-to-order rings from The Muse Collection, confirming the correct size before ordering is your responsibility, and we recommend having your finger professionally sized by an independent jeweller.

43.    We will either take your ring size in person, or provide at-home sizing kits, using industry standard Wheatsheaf ring sizers of either narrow or wide size. We will offer any sizing advice in good faith, however the final responsibility for finger size choice lies with the customer, as it is always a matter of personal preference.

44.    Once the customer's finger size has been agreed with a member of staff, this decision is binding and the customer will be charged for any subsequent changes of ring size. This does not affect the complimentary resize included with every Muse Collection engagement ring. Please see our Ready-to-Order Terms & Policies.

Loss and Damage

45.    We will repair or replace, free of charge including costs of re-delivery, any Products which are damaged or lost in transit where delivery is made by our carrier, but only if:

• you tell us about the damage within 48 hours of the delivery date, or about the loss within 48 hours of the delivery date we gave you when you placed your order; and

• you produce to us all documents relating to the lost or damaged Products, and the original packaging for damaged products.

If you are unable to tell us within this period, please contact us as soon as you reasonably can and we will still do everything we can to help. This does not affect your statutory rights.

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Import Duties and Taxes

Deliveries outside the United Kingdom

• For deliveries outside the United Kingdom, you may be subject to import duties and taxes, which are levied once the package reaches the destination country. This includes deliveries to the European Union. Holly Robinson Jewellery has no control over these charges and cannot predict what they may be. We are not liable to pay any additional charges for customs clearance in relation to goods entering a foreign country, and any such charges must be borne by you.

• It is your responsibility to contact your local customs office to understand the relevant customs policy for the country where the goods are being received. We recommend doing so before placing your order if you are unsure.

• When ordering from Holly Robinson Jewellery, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Limitation of Liability

46.    If you use this Website in breach of these terms, and that causes us loss, you may be responsible for that loss. Nothing in this clause affects your rights as a consumer, and nothing in these terms requires you to indemnify us beyond what the law allows.

47.    Subject to the following sub-clauses, our total liability to you, whether in contract, tort including negligence, misrepresentation, breach of statutory duty or otherwise, arising under or in connection with these Terms, shall not exceed the total amount you have paid to us under the confirmed order to which the claim relates.

48.    Each party's liability to the other in contract, tort including negligence, misrepresentation whether innocent or negligent, breach of statutory duty or otherwise arising out of or in connection with these terms and conditions shall not extend to any:

• loss of profits;

• loss of business opportunity;

• loss of goodwill;

• loss of data;

• loss of anticipated savings; or

• any special, indirect or consequential loss or damage whatsoever.

49.    The parties agree that the limitations on liability within these terms and conditions are reasonable, given their respective commercial positions and ability to purchase relevant insurance in respect of risks.

50.    Notwithstanding the above, and notwithstanding any other limitations and exclusions of liability set out in these terms and conditions, neither party excludes or limits any liability for:

• personal injury, including sickness and death, to the extent that such injury results from the negligence or wilful default of a party or its employees;

• fraud or fraudulent misrepresentation;

• any breach of the terms implied by the Consumer Rights Act 2015, or by section 12 of the Sale of Goods Act 1979 and section 2 of the Supply of Goods and Services Act 1982 where those provisions still apply; or

• any other liability to the extent the same cannot be excluded or limited by law.

Force Majeure

51.    We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control.

52.    A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control, and includes in particular, without limitation, the following:

• strikes, lock-outs or other industrial action;

• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war whether declared or not, or threat or preparation for war;

• fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

• impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

• impossibility of the use of public or private telecommunications networks;

• the acts, decrees, legislation, regulations or restrictions of any government; and

• pandemic or epidemic.

53.    Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close, or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

Cancellation of Orders

54.    All jewellery supplied by Holly Robinson Jewellery is made to order. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are made to the consumer's specifications or are clearly personalised. As all of our jewellery is made to order, there is no cooling-off period and no right to cancel once work on your order has begun.

55.    Orders cannot be cancelled once manufacture has commenced.

56.    If you wish to change or cancel your order before work has begun, please contact us as soon as possible and we will tell you whether that is still possible. Where work has already started, or where materials have been ordered specifically for your piece, any deposit paid is non-refundable.

57.    Nothing in this section affects your rights if an item is faulty, not as described or not fit for purpose. Please see the section Faulty Items below.

Returns & Refunds

All jewellery supplied by Holly Robinson Jewellery is made to order, individually for the customer who has ordered it. For this reason we do not accept returns, exchanges or refunds because you have changed your mind, and orders cannot be cancelled once work has begun. This applies to every piece we supply, including bespoke commissions and the Muse Collection.

Any item sent back to us for the purpose of a change-of-mind return will be refused and returned to the sender.

We do everything we can to make sure you are certain before we begin. Designs, specifications, metals, stones and ring sizes are all confirmed with you in writing before any work starts, and we would always rather answer a question beforehand than have you unsure. Please do ask us anything at all before placing your order.

Faulty items

Everything above concerns change of mind. The position is different if something is genuinely wrong with your jewellery.

If an item is faulty, not as described, or not fit for purpose, please contact us as soon as you become aware of the problem. In almost all cases we will repair the item, or replace it where a repair is not possible, and our Warranty section covers defects in materials or workmanship for 12 months from delivery. A repair by the jeweller who made the piece is usually the quickest and best way to put things right.

Your rights under the Consumer Rights Act 2015 apply to made-to-order jewellery in the same way as to any other goods. Within 30 days of receiving a faulty item you may ask for a refund rather than a repair. After 30 days we will repair or replace the item, and only where that is not possible, or does not resolve the fault, would a refund or a reduction in price apply.

Nothing in these policies limits those rights.

Sending an item back to us

If we have asked you to return an item to us, whether for a warranty repair, a fault, or a resize, please follow this process.

• Please call 01285 402662 before sending anything. You will be given a returns reference number, which must accompany the item when it is sent back to us. Any unauthorised mail will be returned to sender.

• Return the item with all original packaging, including any relevant diamond or gemstone certificates. Where an item is returned for assessment of a fault and a certificate is not returned with it, a charge of £250 may apply, reflecting the cost to us of obtaining a replacement certificate. No such charge applies where an item is returned for a resize.

• Address your package only after receiving the returns address from us. Please ensure that there is no mention of Holly Robinson Jewellery on any outer packaging, as this is a security risk.

• Quality checking and assessment will take place once the item is received.

• Once received and checked, you will receive an email quoting your returns reference number, confirming what we will do next.

• We will not assume responsibility for reimbursement or compensation if return packages are lost, stolen or mishandled in transit to us. We recommend a fully insured, tracked service.

Complaints

We want every customer to be delighted, and if something has fallen short we would always rather hear about it and put it right.

How to raise a complaint

Please contact us by email at admin@hollyrobinsonjewellery.com, by telephone on 01285 402662, or by post at 204 Watermoor Point, Watermoor Road, Cirencester, GL7 1LF. It helps if you can include your order number, what has gone wrong, and what you would like us to do.

What happens next

• We will acknowledge your complaint within 2 working days.

• We will look into it and give you a full response within 14 days. If we need longer, for example where an item must be examined by a jeweller or an independent assessor, we will tell you why and when you can expect to hear from us.

• Where we have got something wrong, we will tell you what we are going to do about it and by when.

If you are still not satisfied

If we cannot resolve matters between us, you may be able to refer your complaint to an alternative dispute resolution provider, or seek independent advice. Citizens Advice offers free guidance on consumer rights on 0808 223 1133 or at citizensadvice.org.uk. Nothing in this procedure affects your right to take legal action.

Governance

• These Terms and Conditions and your use of this site will be governed by and construed in accordance with English law.

• Please note that nothing contained in these Terms and Conditions of Sale in any way affects your statutory rights.