POLICIES
FROM ORDERING TO HALLMARKING
HRJ GENERAL TERMS & CONDITIONS
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These Terms & Conditions apply to the purchase of all standard jewellery from Hannah Rose Jewellery, including ready to ship and made to order pieces. Bespoke and commissioned jewellery is subject to separate Bespoke & Commission Terms & Conditions in addition to these terms where applicable.
Definitions
i. 'Customer' means any individual purchasing jewellery from Hannah Rose Jewellery for personal use and not acting in the course of a business.
ii. 'Ready to Ship Jewellery' means jewellery that has already been made and is available for immediate dispatch.
iii. 'Made to Order Jewellery' means jewellery that is handmade after an order has been placed.
iv. 'Website' means hannahrosejewellery.co.uk.
v. 'Contract' means the agreement between Hannah Rose Jewellery and the Customer once an order has been accepted.
2. Ordering
2.1. By placing an order, the Customer confirms that all information provided is accurate.
2.2 All orders are subject to acceptance and availability.
2.3 Hannah Rose Jewellery reserves the right to refuse or cancel an order where necessary, including where an item is unavailable or an obvious pricing error has occurred. If payment has already been taken, a full refund will be issued.
3. Made to Order Items
3.1 Made to order jewellery is handcrafted especially for each Customer.
3.1 Please allow up to four weeks for the creation of made-to-order items before dispatch unless an alternative timescale has been agreed.
3.3 Estimated completion times are provided in good faith but may occasionally vary due to circumstances beyond Hannah Rose Jewellery's control. Customers will be informed of any significant delays.
4. Payment
4.1 Full payment is required before any order is processed.
4.2 Payment may be made using the payment methods available through the website or as otherwise agreed.
5. Delivery
5.1 Hannah Rose Jewellery currently ships within the United Kingdom only.
5.2 Orders will be dispatched using an appropriate tracked Royal Mail service unless otherwise stated.
5.3 Delivery times are estimates and are not guaranteed once an item has been dispatched.
5.4 Risk in the jewellery passes to the Customer upon delivery.
6. Returns and Cancellations
6.1 Ready to Ship Jewellery
6.1.1 Customers purchasing ready-to-ship jewellery online have the right to cancel their order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.
6.1.2 The jewellery must be returned unused, unworn and in its original condition and packaging within 14 days of notifying Hannah Rose Jewellery of the cancellation.
6.1.3 Unless the item is faulty or incorrectly supplied, the Customer is responsible for the cost of returning the item.
6.2 Made to Order Jewellery
6.2.1 Customers may cancel a made to order order before work has commenced.
6.2.2 Once production has begun, cancellation rights may no longer apply where the jewellery has been made to the Customer's specifications or is clearly personalised, in accordance with the Consumer Contracts Regulations 2013.
6.3 Earrings
6.3.1 For hygiene reasons, customers are asked to ensure earrings are suitable before wearing them.
6.3.2 Returns or exchanges cannot be accepted for earrings that have been worn.
6.3.3 Where earrings are returned under the Consumer Contracts Regulations 2013, they must be unworn, in their original condition and returned with all original packaging.
6.3.4 Nothing in this clause affects the Customer's statutory rights if the earrings are faulty, damaged or not as described.
7. Faulty or Incorrect Items
7.1 Hannah Rose Jewellery takes great care in producing every piece.
7.2 If a Customer receives an item that is faulty, damaged or not as described, they should contact Hannah Rose Jewellery as soon as reasonably possible.
7.3 Where a fault is confirmed, Hannah Rose Jewellery will provide a repair, replacement or refund as required under the Consumer Rights Act 2015.
8. Handmade Nature of Jewellery
8.1 Every piece is handmade and may contain slight variations in finish, texture, shape or colour.
8.2 These natural variations form part of the character of handcrafted jewellery and are not considered faults.
9. Product Descriptions and Photography
9.1 Every effort is made to ensure that product descriptions and photographs accurately represent each item.
9.2 Due to differences in screen settings, lighting and the handmade nature of the jewellery, slight variations in colour, finish, texture and size may occur.
9.3 Such variations are a natural characteristic of handmade jewellery and are not considered faults.
10. Ring Sizing
10.1 Customers are responsible for selecting the correct ring size when placing an order.
10.2 Hannah Rose Jewellery cannot be held responsible where an incorrect size has been provided by the Customer.
10.3 Where resizing is possible, this may incur an additional charge. Some designs cannot be resized.
11. Hallmarking
11.1 Where required by the Hallmarking Act 1973, jewellery will be hallmarked by a UK Assay Office before dispatch.
11.2 Items below the statutory hallmarking weight thresholds may not carry a hallmark but will always be accurately described.
12. Jewellery Care and Repairs
12.1 Customers are encouraged to follow any care instructions provided with their jewellery.
12.2 Normal wear and tear, accidental damage, improper storage, misuse, exposure to chemicals or perfumes or unauthorised alterations are not considered manufacturing faults.
12.3 If a Customer believes their jewellery has developed a manufacturing fault, they should contact Hannah Rose Jewellery as soon as reasonably possible. Each case will be assessed individually, and where appropriate a repair, replacement or refund will be offered in accordance with the Consumer Rights Act 2015.
13. Lost or Delayed Deliveries
13.1 Hannah Rose Jewellery is not responsible for delays caused by Royal Mail or any delivery provider once an order has been dispatched.
13.2 If a parcel is believed to be lost in transit, Hannah Rose Jewellery will work with the delivery provider to investigate the matter and, where appropriate, arrange a replacement or refund.
14. Intellectual Property
14.1 All jewellery designs, photographs, logos, website content, text and other intellectual property remain the property of Hannah Rose Jewellery unless otherwise stated.
14.2 No part of the website or Hannah Rose Jewellery's designs may be copied, reproduced or used without prior written permission.
15. Privacy
Any personal information provided by the Customer will be processed in accordance with Hannah Rose Jewellery's Privacy Policy.
16. Force Majeure
Hannah Rose Jewellery shall not be liable for any delay or failure to fulfil an order where this results from circumstances beyond reasonable control, including but not limited to severe weather, postal disruption, illness, supplier delays, strikes, pandemics, natural disasters or government restrictions.
17. Limitation of Liability
Nothing within these Terms & Conditions limits or excludes any rights that cannot legally be excluded under UK consumer law.
18. Changes to These Terms
Hannah Rose Jewellery reserves the right to amend these Terms & Conditions from time to time. The version published on the website at the time an order is placed will apply to that purchase.
19. Governing Law
These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising in relation to these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
20. Contact
If you have any questions regarding these Terms & Conditions or your order, please contact Hannah Rose Jewellery using the contact details provided on the website.
BESPOKE & COMMISSION TERMS & CONDITIONS
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The following terms and conditions apply to all bespoke jewellery commissions by Hannah Rose Jewellery. These terms and conditions are in addition to, and not instead of, our full terms and conditions.
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‘Client’ is any person or organisation not acting in the course of a business that has contacted Hannah Rose Jewellery requesting information, or who has entered a Contract with Hannah Rose Jewellery for the provision of Collection and Bespoke Jewellery or repairs to Jewellery. (collectively called the ‘Jewellery’).
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‘Bespoke Jewellery’ or ‘Commission Jewellery’ refers to jewellery individually designed or otherwise personalised for a Client.
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‘Contract’ – The legal agreement between Hannah Rose Jewellery and the Client for the provision of or repairs to Jewellery or the provision of Workshops.
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‘Website’ – hannahrosejewellery.co.uk
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‘Fee’- The sum payable for the provision of the Jewellery and repairs to the Jewellery as agreed with the Client and any additional sums agreed.
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‘Delivery Charge’- the sum for the delivery of the Jewellery to the Client.
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‘Payment’ – can be by BACS, card (by card machine or on the Website), PayPal, Apple Pay and Stripe as available.
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‘Days’- All the days in a week excluding weekends and Bank Holidays.
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The Client will have the opportunity to read these Terms and Conditions and any questions answered before placing an order and entering a Contract and so the Client is accepting these Terms and Conditions by entering the Contract.
2. Once the project is discussed, scoped and confirmed, the Client will receive an invoice for the full amount agreed. No design or making work will commence until a 50% deposit is paid, which is non-refundable.
3. The remaining 50% plus the delivery charge must be paid on completion and before the bespoke jewellery piece will be released to the Client.
4. Once the non-refundable deposit invoice is paid, Hannah Rose Jewellery will prepare designs and specifications.
5. For bespoke items, the Client acknowledges that the right to cancel under the Consumer Contracts Regulations does not apply once work has commenced on custom-made goods.
6. Hannah Rose Jewellery will answer all reasonable questions from the Client and seek to find a design acceptable to the Client.
7. Hannah Rose Jewellery will use her best endeavours to answer all questions and requirements from the Client, but this is subject to reasonable use of time.
8. Hannah Rose Jewellery may ask for the full Fee upfront in some circumstances.
9. Any changes to the original style or design may incur an increase in the Fee although the Client must accept that is some cases changes may not be possible.
10. Once the initial invoice has been paid and the design agreed, necessary materials will be ordered and the work commenced, so no refunds will be issued as the Jewellery is individual and personalised for the Client.
11. Due to the handmade nature of the Jewellery reasonable adjustments to the design may be required to complete the piece from a practical perspective. Hannah Rose Jewellery will always endeavour to keep the style as close as possible to the agreed form but if changes are essential the Client will be contacted to discuss the situation to find the solution most acceptable to the Client.
12. When the Jewellery is finished the Client will be sent a photograph and an invoice for the balance of the Fee and Delivery Charge.
13. Hannah Rose Jewellery may use trusted third-party specialists, such as assay offices, engravers or stone setters, where necessary to complete an order. Responsibility for the Contract remains with Hannah Rose Jewellery.
14. Once paid Hannah Rose Jewellery will send the finished Jewellery by Royal Mail 1st Class Special Delivery to the Client.
15. Bespoke pieces are non-refundable and ineligible for exchange. Bespoke jewellery cannot be returned or refunded unless it is faulty or not as described, in accordance with the Consumer Rights Act 2015 (CRA).
16. Should the Client for any reason be unsatisfied with the finished result, Hannah Rose Jewellery will work within reason to rectify the issue. Please be aware that there may be additional costs in doing this, which are to be covered by the Client.
17. If a fault arises within the statutory period, Hannah Rose Jewellery will offer repair, replacement or refund in line with the CRA.
18. Wear and tear, accidental damage, loss, improper care or unauthorised alteration are not covered.
19. Hannah Rose Jewellery aims to provide a respectful and professional service and expects the same courtesy from all Clients.
20. Hannah Rose Jewellery reserves the right to withdraw services at any time if the Client behaves in a way that is:
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abusive, threatening or harassing;
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discriminatory;
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persistently unreasonable; or
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obstructive to the design or production process.
Refund Position:
20.1. In the event of behaviour as described within point 20, the deposit and any payments already made are non-refundable to the extent that they cover work already completed, design labour undertaken, materials purchased or other costs reasonably incurred.
20.2. If Hannah Rose Jewellery withdraws services before production begins and only minimal costs have been incurred, a partial refund may be offered at Hannah Rose Jewellery discretion.
20.3. If significant work has already been undertaken or materials have been purchased specifically for the Client’s Commission, the Designer/Maker may retain payments in full to cover these reasonable costs.
This clause is applied in accordance with the Consumer Rights Act 2015 requirement that contract terms be fair, transparent and proportionate.
21. Hannah Rose Jewellery reserves the right to modify these terms & conditions at any time, so please review it frequently. Changes will take effect immediately upon their posting on the website.
22. By paying the deposit or approving the design, the Client confirms acceptance of these Terms and Conditions.
HALLMARKING
Hannah Rose Jewellery complies with the Hallmark Act 1973; an Act to make fresh provision for the composition, assaying, marking and description of articles of, or containing, precious metals, and as to agencies for the implementation and enforcement thereof; and for purposes connected with those matters.
Therefore, any jewellery that meets or exceeds any of the precious metal thresholds as stipulated within the Hallmark Act 1973 will be sent for assay and hallmarking accordingly. Please note that policy also applies to bespoke jewellery and cannot be waived under any circumstances.
Hannah Rose Jewellery is currently registered with the Birmingham Assay Office.
See below Dealers Notice for further information.
DEALERS NOTICE
JEWELLERY CLEANING SERVICE POLICY
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The Jewellery Cleaning Service is suitable for jewellery of good condition and made from gold, silver, platinum or palladium.
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Large items such as heavy chains, tiaras, haute couture, ornate jewellery or other jewellery that is not of standard everyday wear will incur an additional cost. Please contact me on hello@hannahrosejewellery.co.uk before placing an order for a quote.
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Due to the risk of damage, this service excludes base metals, (including plated jewellery and fashion jewellery) or vintage/antique jewellery that is significantly worn to the point that further damage may be caused.
2. It is your [the Customer] responsibility to complete the Jewellery Cleaning Form with accurate details of your jewellery. Hannah Rose Jewellery will base the appropriate cleaning methods based on the information provided.
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If the metal and/or stone cannot be identified, Hannah Rose Jewellery has the right to alter the cleaning process or cancel the service to prevent damage to your jewellery.
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In the case of the latter, a refund minus the cost of return postage will then be issued.
3. It is your [the Customer] responsibility to send Hannah Rose Jewellery your jewellery items, securely packaged in an appropriate manner and using a suitable service. It is strongly advised for your jewellery to be sent via Royal Mail 1st Class Special Delivery – Next Day Guaranteed. However, please note that sending jewellery is done so at your own risk and Hannah Rose Jewellery has no responsibility for any lost or stolen items during transit to and from Hannah Rose Jewellery – please see your chosen courier’s T&Cs for further information.