Terms & Conditions

Payments:

We accept payment via credit/debit card, PayPal and direct bank transfer

Shipping Policy:

We aim to ship items within 4 days of purchase/creation, please allow an extra week for ring re-sizing.

Domestic items are sent via Royal Mail Special Delivery, International orders are sent via Royal Mail International Tracked and Signed.

For invoices, we must post to the address attached to the invoice. This cannot be altered once payment has been made. If you would like to change the address, we must cancel, refund, and re-issue the invoice.

Expedited international shipments are sent via Parcelforce Global Express or DHL Express

Please note that it is the duty of international buyers to be aware of and responsible for any and all custom fees, duties, VAT tax, local tax, levies that is required by your country. Please also be aware of imposed import restrictions of your country.

All shipments are sent insured, and any shipment lost, stolen or damaged during shipping will be refunded.

Refund and cancellation policy:

We try and give as much information as possible in both the photos and the description of our products, and hope that these are clear and concise to you. It is important that if you have any doubts or queries, to contact us before purchasing.

If you are not happy with your purchase then we offer a 14 day return and 30 day exchange policy for any item once it has been delivered or collected. If any item has been altered in any way by a party other than ourselves, then the ring will not be eligible for refund. If the ring is pre-made and has been resized up or down by more than 1 size then it will not be eligible for a refund or exchange.

Custom orders are not refundable or exchangeable.

Made to order rings are refundable and exchangeable.

Pre-made rings that have been resized up or down by more than 1 size are not eligible for a refund or exchange.

Deposits are non-refundable.

Any additional services are non-refundable.

If more than one ring is ordered from the same customer, only one ring is refundable or exchangeable. Exchanges are non-refundable and final.

If you are unhappy with your purchase then we request you notify us in writing within the 14 days (or 30 for exchanges) allocated. The item must be shipped within 7 days of notification. The item must be returned in original condition and with original packaging. Shipping is the responsibility of the buyer and must be sent tracked, fully insured and signed for via a courier company such as FedEx, DHL, UPS etc. A full refund minus the cost of shipping and any additional services will be given if this criteria has been met.

Customers may cancel any standard made to order item at any time before the item is posted or collected with no penalty. Customers have 14 days after delivery to cancel their order unless the item is custom made or customised.

Customers may cancel any pre-made ring order at any time before the item is posted or collected with no penalty, providing no alterations have been made.

Customers that place an order that requires any alteration to an existing ring will not be able to cancel the order.

All custom orders cannot be cancelled.

Each ring comes with a 10 year warranty against manufacturing defects as standard.

Complaints procedure:

We at Aardvark Jewellery take complaints very seriously, we aim to resolve complaints as quickly as possible and to the complete satisfaction of our customers.

Our procedure will explain how we deal with any complaints, what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint, we would like to hear from you. You can contact us directly by telephone on 07904780313 or in writing using the details in the table above and your complaint will be resolved.

Any complaint verbal or written will be referred to the relevant department manager (i.e. the sales manager) and to our general manager. This will happen at the earliest opportunity if the relevant manager is unavailable. We will also:

• Acknowledge the complaint in writing promptly
• Make contact to seek clarification on any points where necessary
• Fully investigate the complaint
• Keep you informed of our progress
• Discuss with you our findings and proposed response

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

Advisor or Provider

From time-to-time clients express dissatisfaction to their adviser about the product/provider/manufacturer. We will need to establish whether your complaint relates to the advice given, the adviser service or the service or performance of the product/provider/manufacturer. If unclear, this must not delay investigation and we will proceed with our own investigation. We will review this matter and take the complaint to the provider/manufacturer if appropriate in consultation with you.

Investigation

We will work with the relevant department manager to establish the nature and scope of your complaint.

Holding letter

In situations where we require further time to investigate your complaint, we will issue a holding letter informing you of this, we also advise in this letter that you would have our final response within eight weeks of the date of receipt of your complaint.

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. Our intention is always to provide a fair outcome for all parties. This outcome does not affect your legal statutory rights.