Terms and Conditions

We only accept orders when we've checked them:

If you are selecting a pre-designed item from our website or stock list: We contact you to confirm we've received your order and then we contact you again (normally within two working days) to confirm we've accepted it.

If you have approached us, either through our website, email, Instagram or any other method, to design and create a bespoke piece for you or to source a diamond for you (whether natural or lab-grown) then your order is accepted once the design is agreed and a 10% deposit is paid on account in relation to that product.

Any monies deposited with us shall be held in our general trading account, unless we decide otherwise. We will not account to you for any interest that accrues on the monies held for you, and any interest earned shall be retained by us.

 

Sometimes we reject orders:

Sometimes we reject orders, for example, because a product is unexpectedly out of stock; a diamond cannot be sourced either of the correct quality or at the correct price; because you are located outside the UK; 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.

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We charge you when we accept your order:

However, for some products we take payment at regular intervals, as explained below (unless during the ordering process we advise you of something different, in which case that alternative arrangement will prevail). You will own any goods you buy once we have received payment for them in full.

In the case of pre-designed items selected from our website or stock list, payment will be taken upon placing the order via the website. If for any reason the order is rejected, as noted above we will let you know as soon as possible and refund any sums you have paid.

In the case of a piece of jewellery which is designed on a bespoke basis by us for you, once a design is agreed between us and you a 10% deposit will be required on account. Once the CAD designs are prepared, you are happy with them, and (where the piece includes a certified diamond(s)) you have approved the diamond(s) sourced for you, a further 40% deposit will be required on account so that the piece of jewellery can be sent off for production. The balance will be required before the piece is shipped to you.

 

All items are ordered on a pre-order basis:

All items sold are done so on a pre-order basis, as each item (whether designed and produced as a bespoke item, or selected from our product list) are made to order. We will endeavour to deliver your item as soon as reasonably practicable; to provide you with a reasonable and realistic estimate of the timeframes upon accepting your order; and to keep you updated in the event that those timeframes change. Pre-designed items are estimated to be provided at least 10 to 15 working days following acceptance of your order, or in the case of bespoke items at least 10 to 15 working days following the later of (i) approval of the CAD design; (ii) approval of the certified diamond(s) (if any); (iii) payment of the 40% deposit on account.

 

We charge interest on late payments:

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

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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 (but not limited to) the diamond that we have selected for you not being supplied in time by a third party; or delays with the jeweller producing the item, we will contact you as soon as possible to let you know and do what we reasonably can to reduce the delay. As long as we do this, we won't compensate you for the delay and you waive any statutory rights in that regard (to the extent lawful to do so), but if the delay is likely to be substantial (meaning in excess of 20 working days) you can contact us to cancel the order and receive a refund for any products you have paid for in advance, but not received.

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Products can vary slightly from their pictures:

A product's true colour may not exactly match that shown on your device or its packaging may be slightly different. Because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website can vary.

 

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. Find information and tips on how to measure on our website or please contact us.

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We may, but are not obliged, to accept changes to an order after it has been made:

We are not obliged to accept any request to make alterations to a piece of jewellery once that order has been placed. We will however do what we can to accommodate any reasonable requests. This may not be possible however if, for example, a diamond has already been set into a piece and your request for an alteration would require the sourcing of an additional diamond. Where a request to alter a piece is agreed by us, this may impact our estimated timeframes for delivery and we will notify you of this as soon as reasonably practicable.

 

Charges for requesting changes:

In the event that you place an order with us which is accepted and the piece is put in for production and you request an alteration either during or following production or design, we reserve the right (subject to accepting your request at our absolute discretion) to levy additional charges to cover any additional work, including additional materials, as a result of this change.

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If 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.

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When you can't change your mind. You can't change your mind about an order for:

·       goods that are made to your specifications or are clearly personalised, once the production of that product has commenced or passed a point where we are able to cancel with our manufacturing partners; or

·      once any costs to third parties associated with your order (for example the purchase of a diamond from a vendor) have fallen due from us to the third party and cannot be cancelled (although in such circumstances we will (but are not obliged to) endeavour to refund as much as we can from the order and treat it as cancelled (i.e. less those costs that we cannot avoid))

·        goods that are being held for you while payments being made monthly to us. Once the payments have started and passed 14 days deadline, we would not be able to offer cancellation/refund 

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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:

·       if it is non-bespoke goods (for example a piece of jewellery that we stock), the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

·       if it is for the design and or creation of a piece of jewellery for you, the day we confirm we have accepted your order.

 

How to let us know. To let us know you want to change your mind please contact us through any of the contact information on our website.

You have to return the product at your own cost. If your product is goods, for example, a piece of jewellery, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service. 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 we don’t receive the goods at all or within a reasonable time we won't refund you the price.

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You cannot re-order a product from us if you have returned the same product to us within 90 days and the price of the product when re-ordered would be cheaper than the original order.

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You have to pay for work carried out before you change your mind. If you cancel an order once the 10% deposit has been paid, and a CAD design has either been undertaken or is underway a fixed charge of £50 plus VAT will apply and will be deducted from the 10% deposit before it is returned to you.

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. The same applies if you have modified the product. For example, we reduce your refund if the product's condition is not "as new", the packaging is damaged or accessories or diamond certificate(s) 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. Where refunds are to be issued, these will be paid within 14 days of the refund being confirmed by us to you in accordance with these terms and conditions.

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You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us immediately but in any event within 28 days of delivery. 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.

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Refunds are not provided nor are returns accepted for errors arising to due incorrect measurements or sizing details being provided by you to us on bespoke items. Where possible we will endeavour to offer a replacement, if stock is available, however due to the unique nature of bespoke items it is highly unlikely that we will be able to provide replacements. The same applies to rings that cannot be re-sized. We may (without obligation) make enquiries on your behalf with our manufacturing partners to ascertain whether or not a ring can be re-sized before confirming whether or not a refund or replacement can be made.

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Summary of your key legal rights

If your product is goods 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.  

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We can change products and these terms:

Changes we can always make. We can always change a product:

·       to reflect changes in relevant laws and regulatory requirements;

·       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 cancel. We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact us to cancel the order before the change takes effect and receive a refund for any products you've paid for in advance, but not received:

·       necessary adjustments appearing necessary due to (for example) unanticipated practical issues such as a limitation in the manufacturing process, which without them would result in your jewellery not being to the specification that you requested or which we would consider would create an unsatisfactory product otherwise

 

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

·       deal with technical problems or make minor technical changes;

·       update the product to reflect changes in relevant laws and regulatory requirements; or

·       make changes to the product (see We can change products and these terms).

 

We can withdraw products

We can withdraw and alter products shown on our website at our discretion.

 

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

·       you don't make any payment to us when it's due and you still don't make payment within 28 days of our reminding you that payment is due;

·       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;

·       you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. In those circumstances no refund will be permitted save as to the extent required by law.

 

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

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·       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 We're not responsible for delays outside our control.

·       Avoidable. Something you could have avoided by taking reasonable action.

·       A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession

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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, which can be found on our website.

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You have several options for resolving disputes with us

Our complaints policy. If you have complaints about your product then this must be notified to us by email to sales@diamondforeversheffield.com within 28 days of delivery, or the problem to which your complaint relates becoming known (e.g. if the product breaks after a period which is not outside of its normal life-expectancy but the 28 days since delivery have expired).

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The email must include photographs and a sufficient description of the problem. We are entitled to request further information from you, and if the circumstances require it, a return of the product for inspection (at your cost), before agreeing a resolution with you.

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We will seek to agree with you a resolution which is appropriate in the circumstances and having regard to any legal rights you have. Below we set out examples of resolutions that we will seek to adopt unless circumstances require a reasonable adjustment to these:

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·       where the issue relates to a defect in the product’s design or creation: where possible we will take steps to rectify this as soon as reasonably practicable or provide you with a partial refund equivalent to the reasonable cost of having the rectification works carried out, to enable you to attend to the same

·       where the issue relates to the product not matching the agreed upon specification: where possible we will take steps to rectify this as soon as reasonably practicable or provide you with a partial refund equivalent to the reasonable cost of having the rectification works carried out, to enable you to attend to the same

·       where it is not possible to carry out rectification works we will either:

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o   accept a return of the product(s) and a full refund will be provided;

o   if you wish to keep the product we will provide you with a partial refund based on the actual value of the product taking into account the defects, such figure to be agreed between us; or

o   accept a return of the product(s) and provide a re-made product in its place.

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The above is subject to us being satisfied that the defect is due to an error on our part. No liability is accepted for issues or damage caused by you the buyer, or the wearer or anyone else once the product has been delivered to you.

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We will provide a response to your query within 28 days of obtaining all necessary information from you.

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No liability is accepted for any issues arising from the delivery not being safely or correctly delivered due to the courier being unable to obtain an answer at the delivery address.

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Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Alternative Dispute Resolution Ombudsman via their website at https://www.disputeresolutionombudsman.org/. The ADRO does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.

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You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. 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. We can claim against you in the courts of the country you live in.

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Other important terms apply to our contract

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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 we'll ensure that the transfer won't affect your rights under the contract.

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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.

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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.

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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.