Our Terms and Conditions

Our terms and conditions are for the use of the Gladstones Jewellers website, you should read them carefully and ensure you understand them fully, we may vary these from time to time and you should therefore check through them before making any purchases. As any use of this site or any purchases made constitutes an agreement to abide by these terms and conditions. Any contract formed between us and you shall be governed by English Law and any disputes that arise shall be resolved in the Courts of England.

Products

We will try and ensure our products on our website are as accurate as possible, both in terms of prices, product descriptions and imagery. All measurements, dimensions and weights stated are approximate and any errors will be purely unintentional. All prices displayed are in pounds sterling and inclusive of VAT. We will try and ensure all prices displayed are correct and up to date, however we reserve the right to reject an order should there be an error in the price displayed at the time of order. Product image sizes may vary and not be of actual size and will depend on your monitor's display and colour capabilities. The colours reproduced are as accurate as electronic processes will allow. Before you place an order, you should read through our Returns Policy.

Ordering Online

When you have successfully ordered an item off our site you will receive an email confirmation containing details from your purchase. This in no way acts as acceptance of your order as it is subject to the following:

  • The product(s) being in-stock/available for delivery
  • All information and pricing being accurate
  • Payment from yourselves being authorised
  • Your order not passing our verification checks

If all the above criteria are met and authorised, we will dispatch your order and send a shipping notification email. It is at this point that a contract now exists between us both under these terms and conditions.

Identity Checks

We carry out identification checks on all orders to validate the details supplied within your order. This is to prevent against fraudulent card activity and to promote a secure shopping experience. When carrying out checks, we may elect third party services to perform checks on our behalf. Should we suspect fraudulent activity we may need to contact you to verify your information. If your order fails identification checks, we reserve the right to refuse your order and cancel any pending payments.

Payment

We will contact your payment card company for authorisation when you place your order. Your payment card will then be debited when we pick your order for despatch. We accept the following cards for payment: American Express, Mastercard and Visa. The total amount you pay is unaffected, regardless of the payment method used.

We take every reasonable care to ensure that your order and subsequent transactions are conducted in a secure environment. If products are not available for any reason after we have accepted your order, we will let you know. We will not charge you for these products and will refund any amounts already paid (if any) by way of a credit to your credit card/debit card account.

Delivery

Once you have placed your order you will be advised an approximate delivery date, we will make every effort to ensure this date is met however on rare occasions we may be unable to meet this advertised date. Should this happen we will notify you of a delay and state a new delivery date. If you require any items for a certain date please contact a member of our customer services quoting your order number and make your delivery request, we will try our upmost to meet this delivery date for you.

When a delivery time is quoted in days, this refers to ‘working days’ defined as Monday to Friday (excluding bank holidays) when ordering before 1pm.  All orders under £100 will be subject to a £3.99 charge for Standard UK Delivery. Our collect in store service is offered free of charge regardless of order value.

If you decide to return your full order for a refund, any delivery charges paid will only be reimbursed if the item has been misrepresented by us or is damaged/faulty. The only exception to this is if you have paid for Next Day Delivery and we have failed to meet the promised delivery date.

Lost Packages

Even though packages are sent via a secure courier, on rare occasions we do experience losses whilst in transit. Please get in touch with our customer service team if you think this may be the case. Please be aware that if we are not contacted within 30 days, an insurance claim cannot be made and thus you will be unable to claim for any loss from us.

Returns

We are confident you will be completely satisfied with your purchase, but if on a rare occasion you are not, please return it to us, and we will be happy to offer you an exchange, credit note or refund on your purchase. Providing it is returned to us within 21 days of purchase, and is in pristine condition, i.e. unworn with all its original packaging, labels, and all relevant receipts and documentation. You will be responsible for paying postage costs associated with returns under this policy. We are not responsible for any items not reaching us.

When requesting a refund, please allow 10 days for your return to be processed. We will issue a refund to the card or PayPal account, used to purchase the item(s), for the full price of any product properly returned, excluding the original delivery charges and the costs of returning the product to us.

We are unable to offer exchanges or refunds on bespoke or special orders. This means that we cannot provide refunds, credit notes or exchanges on items that have been specially made to order for you, items that have been altered or personalised in any way, and products that are not normally stocked, but have been ordered specifically at your request. Bespoke or specially ordered products may only be returned if the goods are faulty or were supplied incorrectly.

We guarantee all our products against manufacturing defects. This guarantee will be honoured in our stores, or through our mail order department on production of a sales receipt. This is in addition to and does not affect your statutory rights.

Cancellations

In agreement with the Consumer Contracts Regulations 2014, you have the right to return an item should you change your mind, you are also able to cancel your order from the moment it is placed, and up to 14 days from the day you receive the goods. You then have a further 14 days from the date you notify us of the cancellation to return the goods to us. Items must be in the same pristine condition as they were received. Bespoke, personalised and custom-made items are exempt from these terms if they have been made, engraved, personalised, etc.

Faulty Goods

Under the Consumer Rights Act 2015, you have the right to reject goods that are of an unsatisfactory quality, unfit for purpose or not as described and receive a full refund. This right is limited to 30 days from date upon which you receive the goods from us. If an item is faulty and needs to be returned, we will refund postage costs incurred by returning the goods to us. Should you need to return goods that are faulty please contact a member of our customer service team who will advise you on how to return the items and arrange a full refund.

Intellectual Property

Our suppliers or Gladstones Jewellers own the intellectual property rights to any material on this site, and its use is subject to the following terms of use. You may download and view or print pages for your own personal use. You must not reproduce or copy or use any of our material for any commercial purpose.