READY-TO-ORDER TERMS & POLICIES

How ready-to-order differs from a bespoke commission

A bespoke commission is designed with you, from scratch, and is priced individually. A ready-to-order ring is an existing design, already created, made to order for you. You are choosing a design rather than commissioning one.

This means the following parts of our Company Policies do not apply to ready-to-order orders:

• estimates, quotations, seven day and fourteen day price holds, and re-quoting for movements in metal and stone prices. Ready-to-order rings have a fixed published price;

• the 50% deposit arrangement. Ready-to-order rings are paid for in full at the time of ordering;

• confidentiality of a commission, and the ownership or marketing of a commissioned design;

• customers supplying their own loose stones or jewellery, proof of origin, and examination and assessment. Ready-to-order rings are made with diamonds we source;

• the 5 to 8 week bespoke production estimate. Ready-to-order lead times are set out below; and

• the position that changes of ring size are chargeable. Every ready-to-order engagement ring includes one complimentary resize.

 

What you are ordering

1.    Every ready-to-order ring is made individually for you in your chosen design, metal and ring size. We do not hold or sell stock.

2.    The designs are fixed. Metal and ring size are yours to choose, but the design itself remains as it was created. If you would like something entirely unique to you, our bespoke design service is the better route and we would be glad to talk it through.

3.    The Muse Collection is set with carefully selected laboratory grown diamonds and is handcrafted in the United Kingdom.

4.    You must be 18 years or over to place an order with us. We supply jewellery for domestic and private use.

Pricing

5.    Ready-to-order rings have a fixed price, published on each ring's product page. The price shown at checkout is the price you pay. No estimate or quotation process applies.

6.    Prices are inclusive of VAT and of insured delivery within the United Kingdom.

7.    Prices may change from time to time, but a change will never affect an order for which we have already sent you an order confirmation.

8.    It is always possible that, despite our best efforts, a ring may be incorrectly priced on our website. Where a pricing error is obvious and unmistakeable, and could reasonably have been recognised as an error, we may end the contract, refund any sums you have paid, and require the return of any ring provided to you.

 

Ordering and payment

9.    Ready-to-order rings are paid for in full at the time of ordering. The 50% deposit arrangement that applies to bespoke commissions does not apply.

10.    We accept all major credit and debit cards, including American Express, Mastercard, Visa and Visa Debit. We also accept PayPal and BACS transfer.

11.    Placing an order is an offer to buy. 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 your chosen design, metal and ring size. Please check it carefully and tell us straight away if anything is not as you intended.

12.    If we are unable to fulfil your order, for example because diamonds cannot be sourced to the specification required, we will tell you as soon as possible and refund you in full.

 

Lead times

13.    Ready-to-order rings are made within 6 weeks, from the date your order is confirmed and payment is received. Your order confirmation will confirm that your ring will be ready within 6 weeks of the date of that confirmation.

14.    If you need your ring for a specific date, please contact us before placing your order and we will confirm what is possible. We will always tell you as soon as we know.

15.    If you need your ring for a specific date, please contact us before ordering. We will tell you honestly whether we can meet it rather than promise something we cannot deliver.

 

Delivery

16.    Delivery within the United Kingdom is free of charge, fully insured and tracked. A signature is required on delivery.

17.    We do not currently deliver ready-to-order rings outside the United Kingdom. If you are outside the UK and would like to order, please contact us directly and we will tell you whether we can help.

18.    Deliveries are not made to PO Box or hotel addresses.

19.    Please make sure your delivery address is correct when you order. We cannot be held responsible for delays caused by incorrect delivery information.

20.    Your ring becomes your responsibility, and your property, from the time we deliver it to the address you gave us, or from the time you collect it from us.

21.    If your parcel arrives damaged, or does not arrive at all, please tell us within 48 hours of the delivery date so that we can investigate with the courier. If you cannot tell us within that time, 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.

 

Ring sizing

22.    Ready-to-order rings are made in the size you select, so please be sure of your size before ordering. Confirming the correct size is your responsibility.

23.    We recommend having your finger professionally sized by an independent jeweller before ordering. Any sizing advice we give is offered in good faith, but the final choice of size is yours, as fit is always a matter of personal preference.

24.    The Muse Collection is available in sizes I to Q. If you need a size outside that range, please contact us before ordering and we will discuss what is possible for that particular design.

 

One complimentary resize

25.    We know that ring sizing can be difficult, particularly when planning a surprise proposal. Every ready-to-order engagement ring therefore includes one complimentary resize within three months of delivery. This replaces the position in our Company Policies, under which changes of ring size are chargeable.

26.    Complimentary resizing is subject to:

• the ring being returned to us within three months of delivery;

• the adjustment being within the limitations of the design; and

• the ring showing no signs of damage, alteration or misuse.

27.    Resizes are carried out by our workshop. Most are completed within 2 to 3 weeks, including return postage.

28.    You are responsible for the cost of securely returning your ring to us, and we cover the cost of returning it to you within the United Kingdom. Please see Sending your ring back to us below.

29.    Certain designs can only be adjusted by a limited number of sizes. If you have any concerns about a particular design, please ask us before ordering and we will tell you exactly what is possible.

30.    Any further resizing after the complimentary resize may be chargeable. We will always quote you before carrying out any work, and you are free to decline.

 

Warranty

31.    Every ready-to-order ring is covered by a 12 month manufacturing warranty from the date of delivery. The warranty covers:

• ring construction;

• setting workmanship;

• manufacturing faults; and

• defects arising from the production process.

32.    If a manufacturing fault is identified within the warranty period, we will repair or replace your ring at our discretion, without charge for materials or labour. Where a ring cannot be repaired, we will replace it with the same design, or with one we consider closely equivalent.

33.    The warranty does not cover:

• general wear and tear;

• accidental damage;

• stones lost through impact or misuse;

• scratches, dents or surface wear;

• damage caused by third party repairs or alterations;

• loss or theft; or

• damage resulting from failure to follow our care guidance;

• damage or loss resulting from a failure to obtain repairs needed to maintain the integrity of your ring;

• deterioration caused by long term or incorrect wearing habits; or

• slight variations in craftsmanship, and natural inclusions or characteristics in diamonds, which are part of their character and are not defects.

34.    The warranty, and the complimentary services described in these terms, are available only to the original purchaser and cannot be transferred. The warranty is invalidated where maintenance, repair, resizing, or any other service is carried out on your ring by anyone other than Holly Robinson Jewellery or a workshop acting on our instructions.

35.    Please keep your proof of purchase, as it will be needed for any warranty claim.

36.    If there is a dispute about the cause of damage, we may send the ring to a mutually agreed independent assessor. We will carry out a warranty repair where their assessment confirms a defect in materials or workmanship.

37.    Please tell us as soon as you become aware of a defect, and in any event within the 12 month warranty period. There is no shorter window: the warranty runs for the full 12 months from delivery.

38.    Nothing in this warranty affects your statutory rights. Please see Faulty rings below.

 

Aftercare and caring for your ring

Your ring arrives with a care guide, and aftercare advice is always available to you. Please just get in touch, however long ago you ordered.

To keep your ring at its best, we recommend removing it during heavy lifting, gardening, exercise, swimming, and when using cleaning products or hand sanitiser. Diamonds are hard but settings are not indestructible, and most damage we see comes from knocks rather than age.

Clean your ring gently with warm water, a little mild soap and a soft brush, then dry it with a soft cloth. Please avoid ultrasonic cleaners and abrasive polishes unless we have advised otherwise for your particular design.

We recommend having your ring professionally cleaned and inspected periodically, so that settings and stones can be checked before a problem develops. We are glad to do this for you.

Every ring comes with complimentary Ring Spa Membership. This entitles you to a free annual cleaning and inspection, at which your ring is professionally cleaned and fully inspected, and you receive a report setting out anything we think you should know. We recommend having this done every 12 months, or sooner if your ring has taken an accidental knock.

Membership must be activated by registering on our website. Each wearer registers separately. Details are included in the care booklet that arrives with your ring.

We cannot accept responsibility for problems arising where this care guidance has not been followed.

 

Returns and cancellation

Every ready-to-order ring is made individually for the customer who has ordered it, in their chosen metal and ring size. For this reason we do not accept returns, exchanges or refunds because you have changed your mind.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods made to the consumer's specifications. As every ready-to-order ring is made to order, there is no cooling off period, and no right to cancel once work on your ring has begun.

Orders cannot be cancelled once manufacture has commenced. Any ring sent back to us for the purpose of a change of mind return will be refused and returned to the sender.

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 honestly whether it is still possible.

We do everything we can to make sure you are certain before we begin. Your design, metal and ring size are all confirmed with you in writing before any work starts, every ring page sets out the full specification, 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 rings

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

If your ring 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 it, or replace it where a repair is not possible. A repair by the workshop that made the ring 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 ring you may ask for a refund rather than a repair. After 30 days we will repair or replace it, 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 terms limits those rights.

 

Sending your ring back to us

If we have asked you to send your ring back to us, whether for a resize, a warranty repair or assessment of a fault, please follow this process.

• Please call 01285 402662 before sending anything. You will be given a returns reference number, which must accompany the ring. Any unauthorised mail will be returned to sender.

• Your care booklet also shows a return address. Please still call us before posting anything, so that we can issue your returns reference and confirm the address to use, which may not be the one printed in the booklet. Please do not write Holly Robinson Jewellery anywhere on the outer packaging.

• Send the ring with its original packaging, including any diamond certificate. Where a ring is returned for assessment of a fault and the certificate is not returned with it, a charge of £250 may apply, reflecting the cost to us of obtaining a replacement. No such charge applies where a ring is returned for a resize.

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

• Use a fully insured, tracked service. We cannot accept responsibility for packages lost, stolen or damaged in transit to us.

• We will check and assess your ring once it arrives, and email you to confirm what we will do next, quoting your returns reference number.

 

Diamonds, metals and photography

39.    The Muse Collection is set with laboratory grown diamonds. Laboratory grown diamonds are chemically, physically and optically identical to mined diamonds.

40.    Centre diamonds are supplied with independent certification. Smaller accent diamonds are not individually certified.

41.    Every diamond is unique, so minor variations in colour, clarity and measurements may occur between the ring you receive and the images shown. Where a minimum carat weight is specified on a ring's product page, that minimum will always be met.

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

43.    Photographs are intended to show the design. Although we make every effort to display colours accurately, we cannot guarantee that your screen reproduces them exactly.

 

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.

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.

We will acknowledge your complaint within 2 working days, and give you a full response within 14 days. If we need longer, for example where a ring 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 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.

 

Everything else

Where these terms are silent, our Company Policies apply to your order, including the sections on website use, limitation of liability, force majeure, intellectual property and governing law.

Our Privacy Policy explains how we look after your information.

These terms, and your use of this website, are governed by and construed in accordance with English law. Nothing in these terms affects your statutory rights.

If anything here is unclear, please contact us on 01285 402662 or at admin@hollyrobinsonjewellery.com and we will be glad to help.