Terms & Conditions for Goods
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Where to find information about us and our products
You can find everything you need to know about us, London Diamonds, and our products on our website or on our Instagram feed before you order.
For our standard designs, we also confirm the key information to you in writing after you order, either by email, or in your online account.
For bespoke designs, we will discuss your order with you by phone or email. We also confirm the key information to you in writing before you order, either by email, or in your online account.
We offer a lifetime guarantee for all our jewellery, to cover any manufacturing fault or defect. If you have any issues, just come back to us.
We also offer free ring re-sizes at any time. Again, just come to us and we will adjust the size of your jewellery.
For more details, please see the section titled We offer guarantees, below.
We don’t give business customers all the same rights as consumers
For example, business customers can’t cancel their orders, they have different rights where there is a problem with a product and we don’t compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.
When you buy from us you are agreeing that:
- We only accept orders when we’ve checked them.
- Sometimes we reject orders.
- We charge you when we accept your order (for standard designs) or in stages (for bespoke designs).
- We charge storage for unclaimed items.
- We pass on increases in VAT.
- We’re not responsible for delays outside our control.
- Products can vary slightly from their pictures.
- You’re responsible for making sure your measurements are accurate.
- If you are a consumer and you bought online, you have a legal right to change your mind.
- You have rights if there is something wrong with your product.
- We offer guarantees.
- We can change products and these terms.
- We can suspend supply (and you have rights if we do).
- We can withdraw products.
- We can end our contract with you.
- We don’t compensate you for all losses caused by us or our products.
- We use your personal data as set out in our Privacy Notice.
- You have several options for resolving disputes with us.
- Other important terms apply to our contract.
If you are a business customer this is our entire agreement with you
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
We only accept orders when we’ve checked them
For our standard designs we contact you to confirm we’ve received your order, and we accept it when we dispatch or supply the product and confirm dispatch or supply to you.
For bespoke designs, we contact you to confirm and discuss your requirements, and we accept your order when we send you our agreed invoice.
You may have the option to complete your order in any one of the following currencies: EUR, GBP, USD.
We accept the following payment methods: Credit and Debit cards (Visa, Mastercard), PayPal and bank transfer.
You promise that when you are purchasing something from us that (i) any credit information you supply is true and complete and your own, (ii) charges incurred by you will be honoured by your credit card company, and (iii) you will pay the charges incurred by you at the posted prices, including any applicable taxes, shipping and insurance.
Delivery and insurance prices will be set out when you make a purchase.
Deliveries may be made in separate shipments.
Value added tax (VAT) will be applied for all orders where applicable. The VAT amount is calculated based on the shipping destination of your order. If you choose to have your diamonds securely stored, you will be responsible for paying VAT should you decide to later take delivery of the items.
We use only professional, reputable delivery carriers. All shipments are fully insured. That means that your order is always shipped risk-free. For added security, a signature will be required upon delivery of your London Diamonds order. Please make arrangements so that you are available at the shipping destination to sign for receipt.
Please be aware that for some shipments we may require: the presentation of an identification document which matches the copy that you have provided and is kept in the London Diamonds file; and/or the delivery address matching the utility bill address you have provided and is held on file.
Upon acceptance of delivery, the insurance and protection of merchandise become the sole responsibility of the customer and London Diamonds shall not be held liable for any loss, theft or resulting damages that may subsequently occur.
If you prefer, we may be able to arrange to ship your order to an address other than your billing address. As a security precaution, we will require that you personally receive and sign for the item in addition to showing your valid identification document. This step helps protect you from fraudulent charges to your credit card.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because you are located outside our delivery areas (as stated on our website and in our marketing) or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid. If we are unable to contact you we will treat the purchase as cancelled.
Where a product is unexpectedly out of stock, our Diamond Consultant will attempt to source and offer you the closest matching alternative. If you do not wish to proceed with the replacement you will receive a full refund.
We charge you when we accept your order (for standard designs) or in stages (for bespoke designs)
For bespoke products we take payment at regular intervals, as explained to you during the order process. Generally, we charge a (fully refundable if you change your mind at this stage) 10% deposit. If you then approve the design and the diamond(s), we will charge 40% of the total agreed fee before commencing work. The remaining 50% is due before dispatch of your jewellery.
If you cancel a bespoke piece after you have approved the design and the diamond(s) then we will retain the 10% deposit, but return any further money you have paid. After we have completed the work and the final 50% is due, please see the section titled We charge storage for unclaimed items, below.
If your product is goods (rather than services), you will own it once we have received payment in full. In the event that a reservation is successful, but full payment of the item is not finalised or cancellation occurs before shipping, you may be liable for an administrative fee.
In case you receive goods that you have not paid for in full, and you are requested by us to return the same, you have to do so immediately without delay. London Diamond will incur the costs of delivery
We charge storage for unclaimed items
If you do not pay any amount required prior to dispatch, then we will securely store your jewellery for six months for free.
After six months, we will charge £50 per month to cover our insurance and storage costs.
If you have not completed payment of all charges for the jewellery and our storage charges after a year, or if we have not come to a further agreement, you will forfeit the jewellery and all sums paid.
If you are a business customer you have no set-off rights
If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We’re not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, such as where we experience supplier delays, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team at email@example.com to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
Products can vary slightly from their pictures
Every piece we make is unique, and we will do our best to ensure that our pictures accurately reflects our jewellery. However, some products’ true size, shape, colour and clarity may not exactly match what is shown on your device or in our marketing, or its packaging may be slightly different.
You can rest assured that the grading, colour, and clarity of all our diamonds will match the details set out on the diamond’s accompanying certificate.
Because our products are handmade, all sizes, weights, dimensions and measurements of our settings indicated on our website can be out by up to 2%.
You’re responsible for making sure your measurements are accurate
If we’re making or supplying the product to measurements you provide, you’re responsible for making sure those measurements are correct. If you need assistance, please contact our Customer Service Team at firstname.lastname@example.org.
If you are a consumer and you bought online, you have a legal right to change your mind
Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below. This guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see the section entitled You have rights if there is something wrong with your product).
When you can’t change your mind. You can’t change your mind about an order for:
- services, once these have been completed;
- goods that are bespoke, made to your specifications or are clearly personalised;
- goods that have been altered or tampered with in any way; and
- goods which become mixed inseparably with other items after their delivery, such as a diamond being placed into a setting.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:
- the day we deliver your product, if it is goods, for example jewellery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
- the day we confirm we have accepted your order, if it is for a service, for example work to be carried out to your own jewellery.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team at email@example.com.
You have to return the product at your own cost. If your product is goods, for example, jewellery, you have to return it (and all associated items provided with it, such as the original box and any certificate – see below) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we have offered free returns. You can:
- bring the product to our main trading address at 24 Greville Street, EC1N 8SS (by prior appointment only). You will need your email receipt and the card you paid with.
- send the product back to us, using an established delivery service, with adequate insurance to cover the delivery. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all, within a reasonable time, or damaged, we won’t refund you the price. For help with returns, contact our Customer Service Team at firstname.lastname@example.org.
Bespoke products. If the goods in question are bespoke jewellery, and we have already provided you with designs which you have approved, we will undertake any repairs or alterations at cost. In the unlikely event that we have not built the bespoke piece to the specification agreed upon, we will cover the cost of any repairs or alternations.
Diamond certificates. When you order a certified diamond, we ship it to you with the accompanying diamond grading report (also called a diamond certificate). These grading reports are detailed documents created by diamond grading experts at highly-respected diamond laboratories – making it very expensive to replace a diamond grading report.
Because of this, we require each diamond grading report to be included with each returned diamond. If you do not include the diamond grading report with your return, you will be charged a replacement fee of £500 (or equivalent).
You have to pay for services you received before you change your mind. If you bought a service (such as work on a piece of your own jewellery) we don’t refund you for the time you were receiving it before you told us you’d changed your mind.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, the packaging is damaged or accessories or certificates are missing. In some cases, because of the way you have treated the product, no refund may be due.
When and how we refund you. If your product is a service or goods that haven’t been dispatched to you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
You have rights if there is something wrong with your product
Return the product to us. If you think there is something wrong with your product, you must bring the product to our main trading address at 24 Greville Street, EC1N 8SS (by prior appointment only) or contact our Customer Service Team at email@example.com to arrange a return.
Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.
|Summary of your key legal rights If your product is goods, for example jewellery, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: |
– Up to 30 days: if your goods are faulty, then you can get a refund.
– Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
– Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
If your product is services, for example work done on your own piece of jewellery, the Consumer Rights Act 2015 says:
– You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
– If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
– If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.
Your rights if you are a business. We warrant that on delivery, and for a period of 12 months from the date of delivery (warranty period), any products which are goods shall:
- conform in all material respects with their description and any relevant specification;
- be free from material defects in design, material and workmanship;
- be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
- be fit for any purpose held out by us.
Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers’ warranty) if:
- you give us notice in writing during the warranty period within a reasonable time of discovery that a product does not comply with the business customer warranty (see Your rights if you are a business);
- we are given a reasonable opportunity of examining such product; and
- you return such product to us at our cost,
we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to business customers’ warranty. We will not be liable for a product’s failure to comply with the business customer warranty (see Your rights if you are a business) if:
- you make any further use of such product after telling us it is non-compliant;
- the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
- the defect arises because we followed any drawing, design or specification supplied by you;
- you alter or repair the product without our written consent; or
- the defect arises because of an accident or impact, fair wear and tear, wilful damage, negligence, lack of care, or abnormal working conditions.
We offer guarantees
We offer a lifetime guarantee against manufacturing faults or defects on all our jewellery.
This guarantee does not cover accidents, impacts, lack of care, fair wear and tear, or damage caused by mishandling or lack of care.
London Diamonds will assess the jewellery to establish whether it is due to a manufacturing fault or defect. Where we confirm there is a fault or defect, we will repair or replace the piece after discussion with you. We will also reimburse your shipping and insurance costs, provided the amount of such costs had been agreed with us in advance.
We also provide lifetime ring re-sizes, where the piece of jewellery allow it. All you will have to pay is the shipping and insurance costs. If resizing is not technically possible, we will discuss it with you.
To use our guarantees, the jewellery must not have been worked on, altered or changed in any way by anyone other than London Diamonds.
If you need to use any London Diamonds guarantee, please contact us at firstname.lastname@example.org so that we can discuss how to proceed.
Your item must be returned to us in suitable packaging.
Our guarantees may only be used by the purchaser of the piece, or (as with engagement rings) the person to whom the original purchaser gave the piece.
We can change products and these terms
Changes we can always make. We can always change a product or service:
- to reflect changes in relevant laws and regulatory requirements; and
- to make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.
Changes we can only make if we give you notice and an option to terminate. We can also other, larger types of change to the product or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team at email@example.com to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but won’t receive.
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product or service. We do this to:
- make minor technical changes;
- update the product to reflect changes in relevant laws and regulatory requirements; or
- make changes to the product or service (see We can change products and these terms).
We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply, for more than six weeks, you can contact our Customer Service Team at firstname.lastname@example.org to end the contract and we’ll refund any sums you’ve paid in advance for products or services you won’t receive.
We can withdraw products
We can stop providing a product or service. We let you know in advance and we refund any sums you’ve paid in advance for products or services which won’t be provided.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:
- you don’t make any payment to us when it’s due and you still don’t make payment within 12 months of the payment being due (see the section titled We charge storage for unclaimed items, above);
- you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, choices on bespoke products or ring sizes;
- you don’t, within a reasonable time, allow us to deliver the a product to you.
We don’t compensate you for all losses caused by us or our products
Our liability to consumers. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section titled We’re not responsible for delays outside our control.
- Avoidable. Something you could have avoided by taking reasonable action.
- A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in the section titled Our liability to businesses.
Our liability to businesses. If you’re a business, then, except in respect of the losses described in Losses we never limit or exclude:
- we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
- our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for products under such contract.
Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
- death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
- fraud or fraudulent misrepresentation;
- breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
- defective products under the Consumer Protection Act 1987; or
- any matter in respect of which it would be unlawful for us to exclude or restrict liability.
No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice.
You have several options for resolving disputes with us
Our complaints policy. Our Customer Service Team at email@example.com will do their best to resolve any problems you have with us or our products.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
Other important terms apply to our contract
Importer of record. When ordering from us for delivery outside the UK, you will be the importer of record and you must comply with all laws and regulations of the destination country. Title and risk of loss for items ordered will transfer to the recipient upon the shipment being picked up by the carrier from London Diamonds. Prior to delivery to you, the shipment may be subject to customs fees, import duties, taxes, and other charges of the destination country where applicable. These charges are always your responsibility.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and if you are a consumer we’ll ensure that the transfer won’t affect your rights under the contract. If you’re a consumer and you’re unhappy with the transfer you can contact our Customer Service Team at firstname.lastname@example.org to end the contract within 14 of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.
You can only transfer your contract with us to someone else if we agree to this. If you’re a consumer we may not agree if it will affect us negatively. However, you can transfer our consumer guarantee (as explained in We offer guarantees) to the recipient of the product. We can require the recipient to prove you transferred the product to them. If you’re a business you need our agreement to transfer your contract with us and it’s entirely up to us whether we give it.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.