Terms and conditions

Returns Policy and Cooling off period

If for any reason you are not entirely happy with your purchase, when you order from us online you are entitled to a cooling off period where you can return your goods without any penalty.

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.

Should the purchaser or recipient not like their jewellery, for example; If the recipient of an engagement ring would prefer a different style ring or would prefer red gold rather than platinum we would be happy to quote for the cost for any additional metal, diamonds or labour required on such occasions to remount the diamond and/or gemstones (where one or more were selected) in a design of their choice. 

In cases of the wrong size being ordered by the customer we will offer to correct the size by adjustment or replacement (this may incur an additional charge if the difference is considerable). We offer one free resizing of all of the rings purchased online or instore, after this first occasion there may be an additional charge.

Our cooling off period is 14 days, which includes any statutory cooling off period. This period starts on the day that we notify you of the acceptance of the order by email 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. Items received outside the applicable cooling off period will only be accepted for return at our discretion and if accepted will be refunded as a credit note only.

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 ensure that the rings/items have not been worn, (as described below) you must keep the items in your possession and return the goods in their original unworn condition with security tags still attached and along with any immediate packaging and all supporting paperwork/documentation, including diamond certificates and/or gem reports and valuations within the cooling off period. Failure to return items as described may result in the refusal of your return.

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 returns are subject to verification and authentication by Victoria James jewellery. We will assess the returned items and contact you about replacing them or giving a refund. Items must be returned by Royal Mail Special delivery or another courier service with tracking, insurance and a signature confirmation for declared/itemised Jewellery to match or exceed the purchase value of the item. 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 customer.

Unless we are at fault, certain items are excluded from the cooling off period guarantee. These include earrings, custom made pieces, designs by or for the client, personalized items and engraved items. Any deposits placed against orders, work to be carried out, gemstones or services including CAD work are non refundable.

You may contact us by telephone to discuss any concerns you may have, however, we must be informed in writing of any intention to return goods.

If you wish to return goods you must email us at: info@victoria-james.co.uk

Or write to us: Victoria James Jewellers, 39 Vyse street, Hockley, Birmingham. B18 6JY. UK.

You must state your name, the email address associated with the order, the order number reference and the reason/s for the return.

Please note; if you are writing to us by letter you must send your letter via recorded delivery as we cannot be held responsible for letters not arriving in time or being lost in transit.

Delivery

For domestic orders (UK) we offer free delivery on new orders over £200. This is for Royal mail special delivery, Monday to Friday, guaranteed before 1pm. Other options are available at checkout.

This does not include the return of repair items where postage may be charged. 

We will send you an email (with an estimated time of delivery) as part of the order acceptance. We will endeavour to deliver your item to you within 14 - 30 days, sooner if possible.

Whilst we try to effect delivery within 14 -30 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 to arrange a new delivery date. If this cannot be agreed a refund can be given.

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 items to UK customers by Royal Mail Special Delivery, which will need to be signed for upon receipt. International orders will be delivered by UPS and will also need to be signed for upon delivery.

Please note; When paying online using credit or debit cards through our secure payment merchant- Sagepay, we are only able to deliver items to the billing address of the card used to make payment. Alternatively, items can be collected in store (as long as this has been agreed with the sales team) The person collecting must be the person who paid for the goods and must be able to prove their identity and proof of purchase, you will also need to sign for your items on collection.

If you wish goods to be delivered to an alternative address then a bank transfer payment must be made when purchasing.

Our responsibility as a seller is to ensure that your order is confirmed as delivered to the billing address of the card used to make payment or at an alternative delivery address which has been formally requested by the customer. It will be tracked and insured to the value of the purchased item/s and will need to be signed for upon delivery.  We will inform the customer of our intention to despatch the order so the customer can make arrangements to be available to receive/sign for the item personally.

Our responsibility ends once the order has been confirmed as delivered with a signature. We cannot be held responsible for deliveries that are signed for at the address by anyone other than the customer.

Guarantee

All our goods come with a 12 month manufacturers guarantee. However, this guarantee does not cover wear and tear or damage caused by the wearer. By nature jewellery is delicate and problems can occur after being worn. If you incur any problems then we will be happy to inspect your items and give any advice.

As a consumer you have 30 days to report any developed faults with the item. If, after inspection by Victoria James Jewellers we conclude that the item has developed a fault we will offer to repair or replace the item or offer a full or partial refund. 

Any adjustments made by you or any third party other than Victoria James Jewellers including re-sizing, re-finishing or any other work or adjustments being carried out will void any guarantee that may be in place.

Please note; We document the condition of every item with photographs prior to despatch or collection.

Custom made pieces

Custom made, bespoke commissions are excluded from the cooling off period guarantee. Any deposits placed against orders, work to be carried out, gemstones or services including CAD work are non refundable.

When placing an order for a custom made piece you (the consumer) have seven working days in which to cancel the order from the day you placed a deposit. Once the seven days have expired the consumer will not be refunded any deposits placed against orders, work to be carried out, gemstones or services carried out including CAD work.

We will not start work until the seven days have expired unless directed to by the consumer for example due to a deadline that is needed to be met by the commission, in which case the consumer will waive their right to cancel the order and thus lose their right to a refund of any monies paid.

Cancellations must be put in writing and sent to us by email. 

If you have placed a deposit for an item to be made or for an item available to purchase on our website we will endeavour to complete the purchase within 30 days of the written confirmation of our acceptance of the order unless agreed by us and the consumer that it may be longer.

Victoria James will do their best to sort out any problems you may have. Credit notes may be offered on a case by case basis.

Payment

When paying for orders on our website through our secure online payment merchant (Sagepay) customers must be verified as the card holder using the 'Verified by Visa' or 'Mastercard Securecode' scheme (Also known as 3D secure) Where you are prompted by your card issuing bank to enter a password.

Failure to verify yourself as the cardholder via 'Verified by Visa' or 'Mastercard Securecode' scheme will result in the decline of your payment.

If you are not enrolled or are unsure what the 'Verified by Visa' or 'Mastercard Securecode' scheme is then you please contact your card issuing bank and ask them how to get enrolled for secure online purchases.

Alternatively, we can accept bank transfers or BACS. If you would prefer to use this method of payment then please select this option at checkout, we will then provide you with the necessary details.

When paying online using Sagepay we are only able to deliver items to the billing address of the card used to make payment.  

Orders paid for by bank transfer can be delivered to any address supplied by the customer at the time of order.

Please note; Any card or payment details related to items purchased online are processed by our secure online merchant Sagepay and are not dealt with by Victoria James Jewellery, therefore Victoria James jewellers do not retain or save your card information within our website.

For orders where the customer has placed a depositWe will inform you of the completion of your order by email. You (the consumer) then have 30 days from the date of the email confirming it's completion to pay the remaining balance against orders, work carried out, gemstones or services. Failure to pay the remaining balance within this time may result in a late payment surcharge being placed on the order. This will be calculated at 5% of the full value of the original order and again for each full 30 days that the balance remains unpaid thereafter. Failure to pay the balance within 90 days may result in the cancellation of your order and the loss of any monies paid as a deposit. The balance must still be settled within 30 days even if you (the customer) are unable to collect the items within 30 days of being notified of the completion of the order.

A link to the payment page for the order will be included in the order completion notification email. Bank transfer is also accepted.

Damaged or faulty goods.

In the unlikely event that the goods turn out to be faulty, damaged or different from those the customer ordered, Victoria James will make good the item free of charge by repair, replacement or a full or partial refund.

As a consumer you have 30 days to report any developed faults with the item. If, after inspection by Victoria James Jewellers we conclude that the item has developed a fault we will offer to repair or replace the item or offer a full or partial refund. 

You must check the goods on delivery. If goods are delivered damaged or faulty you must inform us by email or in writing immediately. You may contact us by telephone to discuss your concerns but your intention to return goods to us must  be placed in writing. 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 declared items of 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. This must be confirmed by signature. 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 customer.

Please note; Victoria James jewellers document the condition of every item with photographs prior to despatch or collection.

Gift certificates

Gift certificates may be purchased on our website. We will email you with a unique code and a printable certificate for presentation which can be redeemed instore or online by the purchaser or by the recipiant/s named on the voucher. 

Comparison Purchasing

Comparison purchasing is the act of buying several of the same item, keeping the one you like best, and then returning the remainder. To keep our prices low, we do not allow comparison purchasing. This causes undue restocking and inventory overheads and can be very costly. To confirm the quality of a diamond or to help you make a decision as what item/s would be the best choice for you please contact us and we will be happy to guide you through the selection process. There may be the possibility of us being able to supply you with models of certain ring styles.

Display pricing errors

The price you pay is the price displayed on this website at the time we receive your order. Whilst we make every effort to ensure that all prices on our website are correct, errors sometimes do occur. If such an error in the price of the goods you have ordered is discovered, we will let you know of this as soon as possible. You will be given the option of reconfirming the order at the correct price or cancelling it. If we are unable to contact you we will treat the purchase as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

Value Added Tax (VAT)

Victoria James jewellers is a UK based company and therefore Value added tax (VAT) will be applied for all orders placed on the website where applicable. The VAT amount is calculated based on the shipping destination of your order. Items to be delivered to countries who are part of the European union (EU) will have VAT added to the order. Items to be delivered outside of the European union (EU) may not be liable for VAT. Please note that any adjustments will appear in the shopping basket after you have entered a shipping destination.

Customs, Duties And Taxes

The customs office of the destination country may impose customs fees, import duties, taxes, and other charges to your international order where applicable. These additional charges required for customs clearance are the responsibility of the customer/recipient. When your order arrives at customs either our shipper UPS or the customs office will contact you directly to arrange for the payment of any charges that may be due.

Intellectual Property

All designs on this website are copyrighted by Victoria James jewellers and the reproduction of our designs or the commissioning of third parties to reproduce our designs is strictly prohibited.

Victoria James jewellers reserves the right to re-produce all designs made by victoria james jewellers including bespoke, commissioned designs by or for customers. 

Privacy Policy

Any card or payment details related to items purchased online are processed by Sagepay and are not dealt with by Victoria James Jewellery, therefore Victoria James jewellers do not retain your card information within our website.

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.

Legal information

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and content made available as part of your use of this website shall remain at all times vested in us. You are only permitted to use this material if expressly authorised by us or our licensors (as appropriate). 

You acknowledge and agree that the material and content contained within this website is made available to you for your own personal and non-commercial use and that you may only download such material and content for the purpose of using this website. You further acknowledge that any other use of the material and content of this website is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

We reserve the right to change these terms and conditions at any time. Any such changes will take effect from when they are posted on the website. It is the customers responsibility to read the terms and conditions on each occasion that they use this website or purchase through Victoria James jewellers. Your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

Victoria James is a trading name of Victoria James fine jewellery LTD, registered in England and Wales with Company No. 08722701. VAT No. GB171826402.

Registered Office: Church court, Stourbridge road, Halesowen. West Midlands, B63 3TT