Shipping & returns
Thank you for visiting our website and buying from Sarah Jane Whittaker Contemporary Jewellery. For your security, this website uses Paypal for your card payments, but you don’t need a Paypal account in order to shop. This means your credit or debit card details are kept safe by Paypal, when you purchase.
If you order by phone, rest assured your payment is processed immediately by Worldpay Zinc, and your card details are then securely shredded. We’re as protective of your confidential information as if it were our own.
We aim to get your gorgeous handmade jewellery to you with all haste, and can usually dispatch web orders for items that are in stock within two working days of receiving your order. Like most artisans, we work stupid hours and will often be found at the jewellers’ bench late into the night and at weekends – thankfully we love our work – but for these purposes, assume ‘working days’ means Monday to Friday, excluding UK bank/public holidays and excluding rare personal holidays (check the message banner on the home page, above the six category images).
Occasionally, items go out of stock without notice. In this event, we’ll email you to let you know that there will be a little wait, while we make your jewellery specially for you. If you don’t want to wait, you’ll be able to tell us then, and we’ll refund you the full price paid including shipping. If the item you want needs to be specially handmade for you (and hallmarked if appropriate), this may delay despatch by as much as 35 days at busy times. For this reason, please allow up to 35 days (plus shipping time) for making, hallmarking and despatch of all orders, just to be on the safe side. It’s very rare that orders take anywhere near this long to be despatched, but please do check the home page for any special messages.
If it’s important that your order is despatched quickly, or that it reaches you by a certain date, please be sure to contact us before ordering: we will be able to advise you about current stock levels, likely despatch date and any expedited shipping options for your order, to help it arrive in time.
Packaging & gift-wrapping
Most of our jewellery is sent out in a stylish black satin gift bag. A full gift-wrap service with recycled card gift box, premium hand-screenprinted gift-wrap (all-occasions or festive), grosgrain ribbon and hand-stamped gift tag is also available, for that special gift. Our packaging and shipping boxes are all made from eco-aware recycled materials wherever possible.
UK Standard (UK mainland shipping address): FREE for orders over £30; £2.95 for orders totalling £40 and under. Orders are despatched by Royal Mail First Class Recorded Delivery: Royal Mail aims to deliver these items within 1-2 working days of despatch. However, please allow up to 14 days after despatch for delivery (especially at busy times like Christmas). Despite the ruinous cost (cheers, Royal Mail) we may choose to despatch certain orders (qualifying for free shipping) by Royal Mail Special Delivery or similar service (at no extra charge to you). Please be aware that, unless you have opted out of Royal Mail’s Deliver to a Neighbour scheme, your package may be delivered to a nearby property (opt out here: http://www.royalmail.com/personal/receiving-mail/delivery-to-neighbour). Where you have specified delivery to a third party or work address, please note that it is your responsibility to retrieve the item as proof of delivery will be construed as fulfilment of the contract.
UK Special Delivery (UK mainland shipping address): £7.95. Orders are despatched by Royal Mail Special Delivery (or similar trackable service). If in stock at the time of ordering, orders are despatched on the next working day and are usually delivered the following working day after despatch, though we cannot guarantee this, as delivery time is out of our hands, once the item is accepted by Royal Mail. Where you have specified delivery to a third party or work address, please note that it is your responsibility to retrieve the item as proof of delivery will be construed as fulfilment of the contract. If out of stock at the time of ordering, your item will be made for you as a priority and will be despatched by Royal Mail Special Delivery (or similar trackable service) when completed (see Despatch times, above). So if your order is urgent, please do check with us before ordering that it’s still in stock.
International (non-UK mainland shipping address): £14.95. Orders are despatched via Royal Mail Airsure or International Signed For (where available to your country), or similar service. Please note that these orders may take considerably longer to arrive, and are not trackable, though a signature on delivery will be required.
Prices, duties & local taxes
The prices payable for goods are as set out in the website, exclusive of any duties and local taxes. Customers ordering for delivery outside of the UK mainland will be responsible for payment of any local taxes, import duties etc applicable, and will be required to pay extra for delivery and clearance where necessary.
Returns & refunds: our promises
We aim for complete customer delight. If you’re ever not happy with our service, we’ll take all reasonable steps to put a smile back on your face.
We’re fair characters, so aside from earrings for pierced ears (which are shipped in a tamper-evident clear cello inspection bag, and which aren’t returnable for hygiene reasons, unless faulty when received), all our jewellery carries a 14-day returns policy. If you want to return your jewellery, contact us immediately and you can exchange it or receive a full refund, as long as it’s returned within 14 working days of delivery, and in perfect, complete, unworn condition, with the original packaging. Can’t say fairer than that, can we? Please retain proof of posting if returning any item (we recommend using a tracked service, for your peace of mind).
We check and double-check every piece before we send it out, so we’ll eat our hat if it’s not perfect when it reaches you (though we haven’t, in fact, got a hat – they don’t suit us). In the incredibly unlikely event that your jewellery is found to be faulty when it arrives, please let us know immediately, and we’ll do all we can to resolve the problem.
Jewellery that’s had a car run over it, has been dropped from a high building, trodden on by Genghis Khan and his hairy hoardes, or has been otherwise mistreated, can’t be refunded or replaced. Sorry about that.
Please read on for important specific refund or replacement arrangements.
If you change your mind: If you are contracting with us as a consumer online or by phone, you have the right to cancel (under the Consumer Rights Directive 2011/83 as implemented in the applicable EU member state (“CRD”)), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below. Please note the delivery charge refund will be to the value of standard delivery only. Sarah Jane Whittaker Contemporary Jewellery will process your refund with 14 days of receipt of the products, to the specified address. You must take reasonable care of the goods while in your possession and they must be returned to us before we can issue your refund.
Earrings for pierced ears: Please note that, for hygiene and health reasons, earrings for pierced ears are supplied in a tamper-evident sealed cello bag, so that you can inspect them while in their sealed bag. Earrings are non-returnable if the seal has been broken, removed or tampered with. See other exceptions, below.
Specified returns address: Sarah Jane Whittaker, Lawley Farmhouse, 2 Farm House Road, Lawley Village, Telford, Shropshire, TF4 2SB, United Kingdom. To contact us about a return, please call +44 (0)7939 696 465 or email info[at]sarahjanewhittaker.com.
For further information about your statutory rights, contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau if you are in the UK). If you are a non-EU customer, please see our international returns policy.
If you wish to cancel (or are considering cancelling) a product or service you have ordered from us, please be aware of the following terms that apply:
Applicability of cancellation rights: legal rights of cancellation under the CRD available for UK or EU consumers do not apply to certain products and services.
Damaged or incorrectly supplied products: you should check all products you receive against your order, immediately on receipt. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post, phone or email only) within a reasonable period of time. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.
Damage during the course of returning products: if you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use an insured and tracked delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
Other cancelled products: if you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this in writing within 14 calendar days the day after you receive the goods or services in accordance with the CRD or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel. Products should be returned in or with their complete original packaging.
This is not intended to be a full statement of all your rights under the CRD. Full details of your rights under the CRD are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
In the case of damaged or incorrectly supplied goods, we may offer you a replacement product.
Any refunds given by us will be made to the debit/credit card or Paypal account (as applicable) provided when you placed your order and will be subject to our right to withhold amounts for products which are damaged or not in a re-saleable condition on return.
Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us.
Please note the exceptions below.
If your jewellery is faulty: you must contact us within reasonable time period after your receipt of the goods. In most cases, a full refund, exchange or repair will be offered (depending on how much time has elapsed since your receipt of the goods). Such situations are dealt with on a case-by-case basis, and we aim for fairness to all parties. All jewellery is carefully inspected for quality, and photographed, as it’s being gift-boxed, securely packaged and despatched, so it is extremely unlikely that your order will arrived faulty or damaged.
If a refund is agreed for any reason: you must return the goods to us promptly. Failure to do so is a breach of your statutory duty, and you may be charged recovery costs. It is your statutory duty to take reasonable care of the goods, until they are safely returned to us. Any goods must be returned within a reasonable timescale, in perfect and unworn condition (unless you are returning them because they’re faulty), with the original gift box, and must be securely wrapped, preferably in the original packaging. Please return goods by Royal Mail special delivery (or similar trackable and insured service) as any damages or losses incurred during return may mean we are unable to refund you.
A refund will be carried out by us within 30 days of agreeing in writing to the return. Your refund will include the original postage cost if the wrong goods were sent or the item was faulty, but you are required to pay the cost of returning the item to us, unless it is faulty or the incorrect item.
The refund process means money can only be refunded to the source originally used to pay. For credit card sales, this will be the exact card which was used. For Paypal customers, the refund will be refunded into the customer’s Paypal account (rather than to the credit card used to pay through Paypal).
Exceptions: we regret that, for hygiene reasons, earrings for pierced ears (which are sent in a tamper-evident clear cell inspection bag) can only be returned if they are found to be faulty on delivery. Custom or bespoke goods (where jewellery is made to order or altered at your request) cannot be returned or refunded, unless faulty.
For any items judged by us to be damaged due to improper use, or when reasonable care has not been taken by the customer, Sarah Jane Whittaker Contemporary Jewellery is entitled to claim against the customer for damages and breach of statutory duty. This does not affect the customer’s right to a full refund.
Purchases via a stockist: please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly. Unfortunately, we cannot accept returns for items purchased from a stockist.
Delivery delays: If the goods have been sent by Royal Mail within the UK mainland, we will re-send or refund, at our discretion, if the goods have not been delivered (or if delivery has not been attempted) 35 days from date of despatch. For ex-UK addresses where the goods are discovered to be missing in transit 45 days after despatch date, we will re-send and may require a contribution to the shipping costs (this also applies to orders where a there is an option of a tracked service and the non-tracked service has been selected).
If you have queries about our jewellery, encounter problems using the website or checking out, or if you wish to place an order by phone instead, please call us on 07939 696 465 (ex-UK please call +44 7939 696 465).
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