Guarantee

All of our products come with a 14 day money back guarantee. We have confidence in our products and service and will help sort out any problems you may have. If you are not completely satisfied with the quality of your items or if you have simply changed your mind you may return your purchase within 14 days.

You must ensure that the rings/items have not been worn (as described below) and contact us by email or telephone as soon as possible to discuss any concerns.

Delivery

We will send you an email (with an estimated time of delivery) as soon as your order has been received. We will endeavour to deliver your item to you within 7 days, sooner if possible, (where items are in stock delivery can be achievable within 48 hours.) If you are concerned about availability or delivery times before purchasing an item then please contact us and we can give you more information.

We will deliver your items by Royal Mail Special Delivery, which will need to be signed for upon receipt. Whilst we try to effect delivery within 7 working days from receipt of your order, if an item is temporarily out of stock or is being custom made and shipping to you is anticipated to be longer, we will contact you by e-mail or telephone to arrange a new delivery date. If this cannot be agreed a refund can be given.

Returns Policy and Cooling off period

When you order from us online, you are entitled to a cooling off period where you can return your goods without any penalty. The value will be replaced or refunded less the postage and packaging (unless we are at fault). Our cooling off period is 14 days, which includes any statutory cooling off period. This period starts the day the contract is agreed, i.e. you receive an email from us saying we have accepted your order and payment or 14 days following delivery of the goods. The item or items must be delivered back to us no later than 14 days after it was originally received by you, unless by prior consent.

If for any reason you are not entirely happy with your purchase, under our 14 day money back guarantee we will replace the items or give a full refund provided that the goods are returned to us in the condition sent. You must keep the items in your possession and return the goods in their original condition along with any immediate packaging and supporting paperwork, within the cooling off period.

All items will be dispatched with a security tag attached. The jewellery tag is designed in such a way to allow you to examine your product carefully without obstruction. Please check all items carefully before removing tags as by removing them you are accepting the item and will no longer be entitled to a refund. Please take care in handling the items because we reserve the right to reject items if it appears that you have misused or damaged the item. The product must be returned in the identical condition it was in when you received it. For instance, if you have resized or otherwise altered the product or its tag, we will not be able to accept your return. To return your items you must inform us in writing, by email or letter.

All goods must be returned to us within 14 days from the delivery date. Items received later than this will only be accepted for return at our discretion and if accepted will be refunded as a credit note only. We will assess the returned items and contact you about replacing them or giving a refund. You must return items in person or by Royal Mail Special delivery or another courier service with insurance for Jewellery to match or exceed the purchase value of the item, tracking and a signature required. Victoria James does not accept responsibility for pieces being returned to us until such time as we have physically taken possession of them. Returned items will remain the responsibility of the sender until such time. Any costs incurred by returning the item remain the responsibility of the customer. Claims against couriers for goods lost or damaged in transit will remain the responsibility of the sender.

If you wish to return goods you must email us at

info@victoria-james.co.uk

Custom made pieces

Unless we are at fault, certain items are excluded from the cooling off period guarantee. These include custom made pieces, items that have been designed through our bespoke service, personalized items such as Diamond or gemstone full eternity rings which are personally made to order, engraved items or rings of the wrong size being ordered. In this case we will offer to correct the size by adjustment or replacement (this may incur an additional charge if the difference is considerable) or offer a credit note. If you have placed an order for a piece made to order which includes personalized or engraved items we will contact you to discuss delivery of these items before your order is processed. Victoria James will do their best to sort out any problems you may have.

Damaged or faulty goods

You must check the goods on delivery. If goods are delivered damaged or faulty you must inform us by email or telephone immediately. If you do not inform us within 5 working days of receiving them we shall have no liability for goods said to be faulty or damaged on delivery. Returned items will be inspected and if found to be faulty or not as described a replacement will be despatched or a full refund can be given. You must return items in person or by Royal Mail Special delivery or another courier service with insurance for Jewellery to match or exceed the purchase value of the item, tracking and a signature required. Victoria James does not accept responsibility for pieces being returned to us until such time as we have physically taken possession of them. Returned items will remain the responsibility of the sender until such time. Any costs incurred by returning the item remain the responsibility of the customer. Claims against couriers for goods lost or damaged in transit will remain the responsibility of the sender.

Privacy Policy

Any card or payment details related to items purchased online are processed by RBS Worldpay and are not dealt with by Victoria James Jewellery. Cookies are used on this shopping site, but only to keep track of the contents of your shopping basket once you have selected an item. We do not ‘spam’ and Victoria-James.co.uk does not disclose buyer's information to third parties. Our prices reflect the current trading prices of precious metals and Gemstones and are subject to change on a daily basis.

"The Consumer Protection (Distance Selling) Regulations 2000" can be found here