Once we have confirmed your order, we normally take 2-3 weeks to ship a standard order and 3-4 weeks for a bespoke order. We will make every effort to ship your goods within our estimated timescales, however in the event of unforeseen delays, we are under no obligation to ship the goods within these estimated timescales. We are also not liable to pay compensation should we fail to meet an estimated shipping or delivery date.
We can ship your goods to an address that’s different to your payment billing address. However, as a security precaution we require that this alternative shipping address is registered with your payment card company.
If you would prefer to collect your goods in person from the Goldsmiths Centre, Hatton Garden, please contact us first to arrange an appointment. We will require you to show proof of identity such as your passport or driving licence.
Once your goods have been shipped, we will provide you with a tracking number and status updates via email. Delivery will usually be with Royal Mail Special Delivery, and will require a signature upon delivery; otherwise a collection ticket will be left which will give you instructions to collect the goods or organise redelivery. You will need to collect the goods within the time specified on the collection ticket, or they will be sent back to us; in this event, we may charge you for the extra delivery fees. We deem the goods to be delivered when a signature has been received, or it has been collected from the collection centre.
It is your responsibility to ensure the delivery address you provide to us on the order is secure and not accessible by anyone else. We deem the goods to be delivered when the goods have been signed for or collected from the collection point, and not when delivered to you personally.
We will notify you by email when your goods have been shipped and provide you with a delivery tracking number. It is your responsibility to monitor the expected delivery date and/or time. If you have not received the goods within the scheduled time, you must notify us within 10 working days of this scheduled time; after 10 working days, we will deem the goods to be successfully delivered, and returns can only be made under the Returns policy outlined in these Terms and Conditions.
Once your goods are delivered, all risk is passed to you and it is your responsibility to insure and protect your items. We provide guidance on this in our Insurance section on our website. If the delivered goods are not what you ordered, not in the right quantity, or are damaged or defective, you must notify us within 10 working days of the delivery date. We will do our utmost to rectify the problem, either by repairing or replacing the item free of charge, or refunding the item in full once you have returned it to us. If you fail to notify us within 10 days of the delivery date, we will not be held liable.