Delivery Policy
Precious Earth Limited ("WE", "US" and "OUR") is the operator of https://www.personalised-jewellery.co.uk ("WEBSITE"). When a customer ("YOU" and "YOUR") places an "ORDER" through this website for "PRODUCTS" (or "PRODUCT" or SERVICE"), you agree to the terms below; this includes PERSONALISED ("CUSTOMISED") products.
These terms ensure both parties ("YOU" and US) are aware of and agree upon the following arrangement; this allows us to protect and set expectations on our service mutually.
SECTION 1 - STOCK
1.1 We try to maintain accurate stock counts on our website, but there may be stock inconsistencies from time to time, and we will not be able to dispatch all your products at the time of dispatch.
1.1 If you order an out-of-stock product due to our website's in-accuracy, we will contact you first to ask how you would like us to proceed.
SECTION 2 - DELIVERY COST
2.1 We calculate delivery costs during the checkout process; we will base this on the product weight, dimensions, and destination.
2.2 We will collect payment for delivery during checkout; this will be the final price for delivering the product(s).
2.3 Sometimes, we offer free delivery. If you choose free delivery as your delivery method, you understand that we will send your products via our slowest delivery service, with no guarantee of the arrival date. You also acknowledge that any delivery date displayed for this delivery method is a best-guess date, based on average workload throughout the year.
SECTION 3 - DELIVERY INFORMATION
3.1 When you checkout, it is vital that you check that all the delivery information you supply to us is correct and up to date.
3.2 We will not be held responsible for the accuracy of any personal information you enter on this website.
3.3 We will not be held responsible for any delay arising from inaccurate information you provided to us whilst using this website.
3.4 If you fail to receive communication from us due to inaccuracies in your contact information, we will accept no responsibility for loss, financial or otherwise.
SECTION 4 - DISPATCH
4.1 Upon dispatch, our systems will automatically email or text you tracking information, along with instructions on how to track your order.
4.2 You understand that it is your responsibility to ensure we have the correct contact information for you. Failure to provide accurate information could cause delay or non-receipt of products, resulting in additional delivery charges or even complete loss of products, for which we will not be held responsible.
4.3 We automatically protect your order against loss in transit only.
SECTION 5 - VAT
5.1 Product prices include VAT at the current rate where applicable.
5.2 Transactions exempt from VAT will have the charge removed before payment is requested.
SECTION 6 - IMPORT DUTIES AND TAXES.
6.1 Products delivered outside the United Kingdom may require the payment of import duties or other taxes.
6.2 If you refuse or fail to pay import duties and taxes upon arrival in the country of delivery, the courier will return your order to us at your expense.
6.3 If you refuse or fail to pay import duties and taxes for any customised products, you will not receive a refund upon their return to us, and we may charge you additional fees to cover any financial loss we incur.
6.4 If you refuse or fail to pay import duties and taxes for any products that are not customised, we will refund the cost of the goods, minus the original delivery cost and minus the cost of the return to us and any other fees we may incur.
6.5 We may offer to pre-calculate import duties and taxes on this website; however, we are under no obligation to provide this service.
6.6 We may offer to pre-calculate import duties and taxes and offer you to pre-pay duties and taxes, or you may choose to pay them separately upon arrival to your destination country; we are under no obligation to provide this service.
6.7 Import duties and taxes may cause a delay in the delivery of your order.
SECTION 7 - TRANSIT TIMES
7.1 All delivery times are estimates.
7.2 We accept no responsibility for any delays that occur through the fault of the courier.
7.3 We take no responsibility for any delay resulting from any third-party company or individual.
SECTION 8 - DELIVERY CHANGES BY THE CUSTOMER
8.1 If you request a safe place delivery from the courier without our prior authorisation in writing, by doing so, you accept full responsibility for the safe delivery and the condition of the products from the time you logged the request with the courier.
8.2 If you request an order to be delivered to a neighbour, without our prior authorisation in writing, by doing so, you accept full responsibility for the safe delivery and the condition of the products from the time you logged the request with the courier.
8.3 If you request an order to be delivered to a shop, without our prior authorisation in writing, by doing so, you accept full responsibility for the safe delivery and the condition of the products from the time you logged the request with the courier.
SECTION 9 - DELIVERY
9.1 If the delivery time has exceeded the forecasted time, please get in touch with us to launch an investigation.
9.2 If you receive a damaged parcel in transit, reject the package from the courier and get in touch with our customer services team.
9.3 Forecasted delivery time will be in line with the times provided by the chosen courier for the service used.
9.4 We are under no obligation to resend or provide a refund for an order not delivered within the forecasted time.
9.5 We will only offer a refund and replacement of products damaged in transit when the courier has investigated the claim.
9.6 We will only offer refunds and replacement of products lost in transit when the courier has completed their investigation into the claim.
9.7 If the courier loses your order, we will investigate with them to establish the whereabouts and safe delivery.
9.8 There may be times when we cannot deliver to PO Box addresses; this is unavoidable, and we will contact you if needed.
9.9 There may be times when we cannot deliver to military addresses, this is unavoidable, and we will contact you if needed.
9.10 Change of delivery address can only be accepted 24 hours before dispatch in writing; if you make this request after or within these 24 hours, additional fees may be payable.
SECTION 10 - RETURNS
Due to the nature of our business, we have more than one set of terms in place for our products. You must always contact us before making a return for authorisation.
10.1 We will happily honour any valid warranty claims, provided you submit a claim within the warranty period.
10.2 Upon returning products under a warranty claim, you can expect us to process your warranty claim within 14 days.
10.3 If you change your mind within 14 days of receipt of products that have are not customised, we will happily allow you to return them under sections 10.4, 10.5 or 10.6 below.
10.4 We will not be held responsible for any loss from you failing to contact us before returning products.
10.5 We will not be held responsible for any loss resulting from customers failing to use our chosen Return method.
10.6 We will not refund any charges you incur for returning products to us via your own chosen delivery service.
10.7 Returned products must be in their original condition, with their original packaging unused and resellable.
10.8 Products returned under a warranty claim will be either repaired or replaced. If we cannot repair or replace the product, only then will we offer you a store credit or a refund.
10.9 Products returned under warranty must be authorised before return and must be returned via our chosen service, for which we will supply a pre-paid label. Failure to use this pre-paid label will invalidate your warranty.
10.10 If we suspect return fraud, we will treat this as a criminal offence.
10.11 Once we receive returned products, we may take up to 14 days to process a refund.
10.12 If there is a fault or damage to a customised product, we strictly operate a three-stage return policy for these products. If we cannot restore the products to their original condition (in line with our Terms of Service), we will offer a replacement; if we cannot provide either, we will refund the product.
For any questions or comments or any other customer service inquiries, don't hesitate to get in touch with us at: help@personalised-jewellery.co.uk