Website Terms and Conditions

Returns & Refund Policy

At Victoria James we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 7-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 7 days of the date you received the item. By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. To cancel your purchase within the seven-working-day cooling-off period, please contact us, giving the reason for the return. The item(s) MUST be returned in the exact same condition and so that we receive it within seven working days of the day after the date that the item was delivered to you.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

As soon as we receive notice of your cancellation of the order, we will refund the relevant purchase price for that item together with the item's normal postage charge--we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the seven working day period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/ccp/topics1/guide/homeshop.htm#cooling

Due to Health & Safety issues, Earrings can NOT be returned to us unless the packaging has not been opened.

Items returned because they are damaged, defective or incorrect
If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us. We will also refund the cost of giftwrapping and other services provided to you in connection with your purchase, where applicable.


We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the iitem(s) and to recover our fees and expenses from you.

Delivery within the United Kingdom
All orders are dispatched as soon as possible after receipt. If in the event of a delay it is not possible to dispatch orders promptly we will advise you by e-mail. Due to the nature of some products, all hand-made Jewellery items have a delivery time of between 7 to 10 days. Currently most orders are dispatched by Post Office first class mail, large bulky items are sent by courier. We do, however, reserve the right to select our carrier at our discretion.

Customer Support
Our telephone number is 0121 515 1161(UK). Office hours are 9.00am to 5.00pm.

Overseas (non UK) customers.
We are a UK based company.
All items on our site are priced in Pounds Sterling and you will be billed in Pounds Sterling . This means that the amount you actually pay will vary depending upon the exchange rate at the time your transaction is processed.

Complaints
We believe that the goods we offer are of good quality and make every attempt to offer the most efficient service we can. However should our goods or services not live up to your expectations then please contact us either by:
e-mail: info@victoria-james.co.uk (this is probably the quickest way)
or by writing to:

Victoria James
39 Vyse Street
Jewellery Quarter
Birmingham
B18 6JY

We endeavour to respond to complaints within two working days. Please make sure you quote and order numbers when contacting us.

Delivery times (within UK)
Most of our products are supplied direct from stock and will be delivered by first class mail, the Post Office aim to deliver 92% on the next working day after posting. However, due to the nature of some jewellery products, selected hand-made Jewellery items may have a delivery time of up to 10 days, but we will contact you if this is the case. The vast majority of our craft and jewellery items are despatched within 48 hours.

Heavy items are sent by courier and will normally be delivered within three working days. Because we are in the hands of the carriers here we would ask that you allow five working days after your order has been placed before contacting us.

We always send an e-mail to the address you submitted to inform you of the despatch of your goods, if goods cannot be shipped within a reasonable time we will e-mail you to advise you of this and, if there is to be a delay, ask if you wish to continue with the transaction and offer you the opportunity to cancel your order.

If you have received an e-mail informing you of the despatch of goods you can be certain they are in transit, if you have not received the goods within seven working days you should contact us. Compensation is limited to the cost of the goods ordered and will take the form of replacement or refund. This does not affect your statutory rights.

Postage Charges
Postage charges to mainland uk are kept to an absolute minimum. Unlike many mail order companies, Victoria James do not seek to make any profits on postage and as a result, we constantly monitor postage costs to keep them to an absolute minimum. In response to the new Royal Mail Pricing in Proportion scheme, adequately sized packaging will be used on each item, without comprimising protection for your product(s).

All UK orders are sent by Royal Mail recorded delivery to avoid any confusion, and to make sure you receive your item safely and on time.

International Postage charges and delivery times vary in accordance with the location. Any international customers will be kept informed via email as to when to expect your order. All international orders are sent via Royal Mail Air Mail.