Customer Service

Shipping & Delivery

We will email you as soon as your order has been despatched. If you chose Standard delivery: you should receive your order within 2 – 4 days (excluding Sundays).

If you change your mind after placing an order, you can cancel it at any time before we despatch it. Please telephone us to cancel your order. You will need to give us your name and address details, as well as your order number.

If you cancel part of an order, the postage and packaging charge is recalculated on the price of the goods you keep.

Privacy & Security

We will only have information about you if you willingly provide it. The information you provide is referred to as personal information. Please make sure you update your personal information if any of your details change.

In order to do any of the following, you will need to provide us with certain details:

  • place an order
  • sign up for e-newsletters
  • give feedback to us
  • be contacted by us so that we may notify you of our offers
  • make a payment to you for refund purposes

The details you provide may include your name, email address, delivery address, telephone number, credit or debit card number and the card's expiry date.

We may collect your IP (Internet Protocol) address to help diagnose problems with our server and to administer the website. An IP address is a number that is assigned to your computer when you use the Internet. Your IP address is also used to help identify you during a particular session and to gather statistical data.

We never share your personal information with other companies or businesses, such as our email provider. We will never release your personal details to any outside company for mailing or marketing purposes.

Payments on the website are processed by a third party, which adheres to the privacy policy that is set out here. We have a non-disclosure agreement with this third party, and they are certified by all the major card issuers to hold details securely.

Returns & Replacements

If you wish to return goods, you have a duty to keep them in your possession and to take reasonable care of them until you return them. Please telephone us on 023 8036 3160* if you would like to return your order so that you can discuss returning the item. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

Our returns policy does not affect your statutory rights. For further information on your statutory rights, see www.consumerdirect.gov.uk.

* Lines are open 9am-7:30pm Monday to Saturday.

We accept refunds or exchanges of pierced items in original packaging. If you would like to return your purchase please ensure the plastic bag containing your order remains sealed. If the items have been removed from the bag or if the bag has been tampered with, we cannot refund or exchange the item due to hygiene reasons.

For Commissioned Pieces there is no refund or return policy as these are one-off items.

Ordering

By completing and submitting an electronic order form, you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Please note orders will only be despatched once we have authorisation from your payment card issuer. We will not be liable if there is a delay, and we will not accept your order if payment is not authorised.

Certain steps must be followed for a contract to be formed, as described below. After you have placed your order:

  1. We will send you, as soon as possible, an email to acknowledge your order. It will confirm which goods you have ordered. This email is not an order acceptance from us.
  2. When we despatch your goods from the warehouse, we will send you a confirmation email. This email constitutes a formal acceptance of your order by us. This also means that a contract between us is agreed and we are obliged to fulfil our obligations under this contract.

We do not have to accept your order, and for example, we will not accept your order if:

  • we do not have the goods in stock
  • your payment is not authorised
  • you have cancelled it in accordance with the instructions

We reserve the right to refuse any order.

Payment & Pricing

Prices throughout the website are quoted in Pounds Sterling, and payment can only be accepted in Pounds Sterling. Packing and delivery costs will be added to the total price of your goods. Prices quoted on the website are applicable exclusively to goods purchased through this website.

While we make every effort to ensure that the goods shown on our website are currently available at the price shown on the website, we cannot guarantee that this will always be the case. If goods you have ordered online are unavailable, you will be notified as soon as possible.

If a pricing error is made on our website or in the ordering process we will inform you as soon as possible and give you the option of buying the goods at the correct price or cancelling the order. Your order will be cancelled if we cannot get in contact with you to notify you of the error.

Your payment card will be debited for your order on the day that we despatch your goods.