Terms & Conditions
Whilst we maintain a small stock of the most popular jewellery pieces, typically each piece of handmade jewellery is made-to-order and will usually be dispatched within 6-8 weeks. However, all pieces will be dispatched as soon as possible. If there is a delay for any other reason we will contact you. You will receive confirmation by email once your jewellery has been dispatched.
However, should you urgently need an item for a certain date or special occasion please contact us email@example.com and we will do our utmost to get the item to you by the required date.
Your order will be sent by Royal Mail 1st Class or Royal Mail Special Delivery. Royal Mail 1st Class typically takes 1-2 days from the date of dispatch. Royal Mail Special Delivery typically arrives by 1pm on the next working day from the date of dispatch and requires a signature; we will contact you to arrange the best date for delivery prior to dispatch.
Deliveries outside of the UK will be sent via Royal Mail International Services. Delivery costs and times for international orders will vary.
Non-EU parcels require a customs form to be attached.
Please be aware that international customers may be required to pay custom duties and we are unable to provide details of what these charges may be.
Your jewellery will come beautifully presented in either an eco-friendly presentation box or an eco-friendly pillow box.
Your parcel will be posted in an eco-friendly jiffy bag.
Items sent to the gift recipient’s address at your request. Please contact us prior to dispatch.
Each piece of jewellery also comes with detailed care instructions.
We hope you will be thrilled with your beautiful jewellery. Every possible care will be taken to ensure that your jewellery arrives safely, but if there has been damage caused in transit please contact us within 5 calendar days of receiving your order.
If you have changed your mind, then please contact us within 14 calendar days to organise its return and a refund or replacement. You will need to return your jewellery in perfect condition and in its original packaging. You have 14 days from the date you receive your goods to notify us that you have changed your mind.
We will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse.
We strongly recommend that you return your jewellery using tracked delivery and want to emphasise that jewellery is only insured in transit when posted using Royal Mail’s Special Delivery service. Any other delivery method is at your own risk and we will be unable to refund items lost in transit where they are not insured in transit.
We regret that we cannot offer refunds on earrings for health and safety reasons.
Custom orders or commissions (i.e. those made to a requested size not generally listed on the website or with personalisation) may not be eligible for refund or exchange.
If you should receive an item that is defective, damaged or not what you ordered, please contact us within 5 working days and provide an image of the damaged goods. We will help you resolve any issues as quickly as possible by replacing the item and arrange for you to return the faulty item to us by post. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item. We will confirm the return address in writing, once you have contacted us about the fault.
If you suspect a parcel has been damaged in transit, parcels should be opened in the presence of the Courier upon receipt of the Goods. This will allow you to verify that the Goods are contained in the parcel are untampered with and undamaged. Should you fail to do this, and subsequently find the Goods are not contained therein, or have been damaged during delivery, we may not be able to claim against the Courier or against our insurers. Accordingly, if you do fail to do this, you agree that you will be solely liable for any such loss or damage and shall waive, release and indemnify us from and against any claims relating thereto, to the fullest extent permitted by applicable law.
All our manufacturing work is covered for up to 6 months from the receipt of your jewellery. Should a fault occur within this timeframe, please contact us with details of the issue and photos of the fault.
We will then require the piece to be sent to us for inspection. If it is determined during the inspection that the damage has been caused by accident, neglect or misuse, there will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred. Please note that we are not liable for any other jewellers work. A faulty jewellery item corrected by another jeweller voids our warranty period.
If you wish to cancel an order placed online at www.proseccoandrubies.co.uk that has not yet been dispatched, please email us at firstname.lastname@example.org within 14 calendar days of your order date. Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to request a refund, then a further 14 days to return the item to us. The item(s) will need to be returned in perfect, unworn condition and in their original packaging to be eligible for a refund. In this circumstance, please follow the above return instructions.
Your refund will be processed within 30 calendar days.
The above does not affect your statutory rights.
Purchases exempt from both the refund and exchange policies, unless they are structurally faulty are:
- Bespoke pieces (commission work)
- Customised pieces (pieces that have been altered from their original design shown online).
- Earrings due to hygiene reasons.
LATE AND LOST DELIVERIES
If your delivery has been delayed, then please contact us and we will provide you with the tracking number (when available) to enable you to locate it with Royal Mail or the appropriate international postal service.
UK Delivery - We unfortunately cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items) as this is when the Royal Mail classes items as being lost.
International delivery - When items are sent to another country, your parcel is handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.
Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.
Prosecco & Rubies cannot be held responsible for goods that are lost or delayed in transit.