Refunds – Antonia Guise

RETURNS, EXCHANGES AND REFUNDS

 

The right to cancel your contract with us for all goods that you have ordered is subject to the jewellery being unworn, undamaged and in saleable condition, and you requesting a return within 14 days of receiving your good(s). You must return the good(s) within the period agreed in the ‘returns’ correspondence in the fashion outlined below. Personalised or bespoke good(s) can also be returned, however because of the very specific nature of these items we cannot reimburse you for the full retail cost. For personalised goods (eg. engraved) we will retain 20% of the retail price. 

 

THE METHOD

 

Request a return by emailing hello@antoniaguise.co.uk. You will be sent a returns form. Fill in the form add it to the package and seal the good(s) in the package. If the jewellery is broken on its return to us we will not be liable to refund you, so make sure that the package is completely secure. You must also include any jewellery boxes etc. sent with the item. Delivery charges will not be refunded. Once we have received the good(s) we will let you know via email.

 

REFUNDS

 

Provided that the returned good(s) are in the condition they were in when dispatched to you initially and have been returned in the manner detailed above we will issue a refund to your account as soon as possible. If the goods have not been returned in the manner detailed we will be entitled to deduct recovery costs from the amount we refund you. We refund you in our absolute discretion. We are unable to accept returns on any of our rings which are made to order.

 

EXCHANGES

 

If you have requested an exchange i.e. you need a different ring size, we will only be able to ship your exchanged goods once we have received the returned good(s). Exchanges must be requested within the first 14 days of receiving the goods. You will be charged for any additional cost and any additional shipping. The returned good(s) must be unworn, undamaged and in saleable condition. If they are not found to be in this condition we reserve the right to return the items to you without supplying the exchange. 

 

YOUR RIGHTS TO CANCEL YOUR CONTRACT

 

After your purchase you have the right to a 14 day “cooling off period”. Subject to the conditions outlined below, you may cancel your contract with us for the good(s) at any time up to 5pm GMT on the seventh working day from the date you made payment for the good(s). You must inform us via email of your intention to do this with in this time period.

 

ORDER PROCESS

 

When ordering items, you will be required to pay the total balance of the order to us via Stripe using the information we provide. Please note that Stripe has its own terms which are separate from ours and must also be adhered to. 

We must receive payment in whole for the price of the good(s) that you order before your order can be accepted. Once payment has been received we will confirm that your order has been accepted by sending an e-mail to you at the e-mail address you provide in your order form. Some of our jewellery is made to order; therefore, the order confirmation email will contain information on how long the item(s) will take to be made. If you are unhappy with the length of time the item will take to be made you are entitled to a full refund, so long as you notify us of this within 14 days of receipt of the order confirmation email. 

We try our best to dispatch all orders within a 4 week period, but will not be held liable for any delay due to “Force Maejeure” (see below definition).

Our acceptance of your order generates a legally binding contract between us. We may also refuse to process an order for any reason at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site for whatever reason. 

 

CANCELLATION 

 

If we are unable to supply you with the items(s), for example because those items(s) are no longer available, or because we do not deliver to your area, or due to pricing error on our website we will notify you by e-mail and will refund to your account any sum paid by you for the good(s) referenced in the contract as quickly as possible, in any case within 30 days of your order. We will not be liable to offer any additional compensation for disappointment suffered.

 

DELIVERY

 

We will deliver the goods you order to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and that there is somebody to sign for and take delivery of the goods from the delivery service used.

All UK orders are delivered using Royal Mail Special Delivery.  Orders outside of the UK in Europe are sent by Royal Mail Special Delivery to. We charge a flat fee of £12.00 for this. Orders from the rest of the world are sent by Royal Mail for a flat fee of £15.00. We aim to fulfil every Order by the estimated delivery date set out in each Dispatch Confirmation email.

Antonia Guise is in no way liable for any import duties or value added taxes applied outside of the UK. This is the customer’s sole responsibility.

Postage costs incurred by the customer for returns will not be refunded, in conjunction with our Returns Policy.

You will become the owner of the goods you have ordered once they have been sent to you. Once goods have been delivered to you they will be kept at your own risk and we cannot be liable for their loss or destruction.

If your order is returned to us because the postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.

 

LIABILITY

 

If the good(s) delivered are not what you ordered or are damaged or defective or the package doesn’t contain the correct quantity of items, we shall have no liability to you unless you notify us by e-mail of the problem within 14 working days of the delivery of the goods in question to hello@antoniaguise.co.uk.

If you do not receive goods ordered by you within 14 working days of the date given on the dispatch order email, we shall have no liability to you unless you notify us by e-mail, or telephone, or at our contact address of the problem within 14 days of the date on the dispatch email. 

If you notify us of a problem with in the above conditions, our only obligation shall be, either; to make good any shortage or non-delivery, or to replace any goods that are damaged or defective, or to refund you the amount paid for the item(s).

We shall have no liability to pay any money to you by way of compensation other than to refund you the amount paid by you for the good(s) as above. 

Nothing in these Terms limits any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded, nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.

We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Royal Mail.

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