Terms and Conditions

Terms and Conditions

The terms and conditions for use of the DiademJewellery.co.uk web store are detailed below and should be read carefully. The terms may vary from time to time. We advise that our terms are checked before every new purchase.

Please be advised that any use of this web store or purchase made using this web store constitutes an agreement to abide by the terms and conditions outlined below which shall override any other terms and conditions. All contracts and/or agreements formed between you and Diadem by means of using this web store shall be governed and construed according to English law and any disputes or proceedings shall be subject to the exclusive jurisdiction of the English courts.

Online Shopping

At Diadem we try to portray all of our products at their best. Because people view websites in different ways; monitors, tablets, smartphones etc this can result in the resizing or distorting of some images in some circumstances, therefore we cannot guarantee that all images on the Diadem web store are an accurate representation of the tangible product. We try our best to ensure all of our products are portrayed accurately and would ask anyone unsure of making a purchase to enquire with us or visit the store before purchasing.

Customer Service

At Diadem we’re here to help. If you have any queries regarding any of our products or about our Altrincham store please don’t hesitate to get in touch.

Please visit our Contact Us page if you have any questions.

Contact Details

We mainly communicate via e-mail for web store enquiries but if you’d like to reach us by phone or post you are most welcome. Please see our Contact Us page to get in touch.

Orders

Once you have completed an online purchase, we will send you an email confirming your order details.

Once you have placed your order your funds will be ‘pending’, meaning they will temporarily be seperated from your main balance. Once we have the product in stock and have inspected it to our requirements, we will then debit your account with the amount authorised.

Once we have successfully debited your account and the goods have been despatched we will send a confirmation e-mail with delivery details.

Whilst we are under no obligation to accept your order, we will normally do so when:

(1) the product is available
(2) the order reflects current pricing
(3) your payment is approved by the card issuing company and;
(4) your order passes our verification and security checks

We cannot accept orders from anyone under the age of 18.

For customer security, all online orders must be placed online only and cannot be conducted over the phone.

Please note, any fees incurred for importing our products from abroad are not included in the product price and will be the buyers responsibility. Only the item and postage is included in our prices.

Please note that gift-cards are non-refundable once purchased and cannot be transferred. Nor can gift-card remaining balance be withdrawn. Gift cards are valid online and offline from one year from the date of purchase.

Tracking Orders

Once we have posted your items after the payment has been authorised, we will then notify you as soon as possible that your item has been despatched and provide you with a Royal Mail tracking number. There is no need to contact us to request this number as it will be provided in our postage confirmation e-mail.

Expected Arrival of Deliveries

If we already have your items in stock we will post via Royal Mail Insured Special delivery. Usually this should take between 1 and 3 business days. Please check the tracking number provided as this should give you an indication of delivery date. If we do not have the item in store we will order it to our store via first class post and despatch the product immediately after inspection. This may mean for goods not in stock the delivery could take up to seven working days. If you require your item sooner, please Contact Us to see if we have it in stock.

Delivery Address

All deliveries will be sent to the delivery address specified within the order details and will require a signature on delivery. If you miss the delivery don’t worry, you should receive a card from Royal Mail detailing re-delivery options. Please see Royal Mail Redelivery Help for more information

Once we have received payment in full for the goods then ownership will be transferred directly to the purchaser.

If you decide to have your order delivered to a different address than your own, a signature may still be required and the general conditions of delivery will remain the same.

Lost Packages

In some exceptional circumstances, Royal Mail may not have delivered your item when you were expecting. At Diadem we pride ourselves on our efficient and secure delivery and would ask that you contact us as soon as practicably possible and we will help to trace the order. As part of our terms and conditions, we’d ask that you inspect all goods before signing as any signed for good will be deemed as ‘delivered in good condition’ and may effect your ability to make a claim.

Credit/Debit Card Payment

When you place your order with Diadem, we automatically check your card for authorisation with your card provider. Once we have the item in our possession and have completed our inspection we will debit the payment from your account and the goods will be sent once the payment has been debited successfully.

Our site is secure and you can rely on us to keep your details safe. If we do not have the product in stock we will cancel the payment and notify you as soon as possible. We will never send an alternative replacement without your consent.

Validation Checks

All transactions must go through security and verification checks with the card issuing company. If the card issuing company refuses to honour the transaction, then we are under no obligation to deliver the goods. If your card is declined it could be due to numerous different reasons. The best way to rectify the issue is to contact your card issuing company. Most cards keep a contact number on the back of the card itself, we advise you to contact the card issuer to be able to process the payment.

To prevent fraud we check customer supplied information against publically available information when processing customer orders (e.g. Electoral Roll data, Credit Reference Agencies). We have stringent fraud prevention measures put in place to keep our customers secure and to deter fraudsters from using our services. We reserve the right to use a third party to conduct these checks on our behalf. By ordering goods from the DiademJewellery.co.uk website you consent to such checks being made. We may (in some circumstances) need to contact you by telephone, letter or email to verify details before we are able to process and despatch your order, or we may be unable to accept your order. Any information disclosed may be sent to a registered Credit Reference Agency which may keep a record of the information. By purchasing goods from us you consent to these checks being carried out.

All of the information provided will be treated in the strictest confidence in accordance with GDPR. These security measures are taken as an extra protection for you, to ensure your online shopping experience with us is as safe and secure as possible.

Coupons, Vouchers and Gift cards.

We may from time to time offer the use of vouchers/coupons on our website. All coupons/vouchers will have an expiry date and individual vouchers/coupons should be used once per individual. We have processes in place to ensure vouchers and coupons are not misused and we reserve the right to terminate accounts if we suspect voucher/coupon misuse has occurred.

Normal terms and conditions for using DiademJewellery.co.uk apply except when they conflict with these terms and conditions. Our terms and conditions do not affect your statutory rights.

Prices and Charges

We try to ensure that all product information and pricing displayed on this website is correct and up to date at the time you place an order. We verify pricing at time of despatch and in the event of an inconsistency or error the following rules will apply:

• Actual price lower than price shown at time of ordering – at our discretion we will charge you the lower amount and despatch the product.
• Actual price higher than price shown at time of ordering – we will contact you immediately and you shall have the choice of cancelling the transaction or accepting the correct price.
• All prices shown on the website are inclusive of VAT.
• All delivery charges are shown as a separate line item on your order summary page. For details of our delivery charges please see our Delivery section.

Sales

• Our sales and offers usually cannot be used in conjunction with a voucher or coupon. We may at our discretion allow the use of vouchers or coupons on sales items.
• We reserve the right to modify, withdraw or cancel a sale or offer at any time.
• If a mistake has been made with the marketing, wording, pricing, content or terms and conditions of a sale or offer we reserve the right to modify, withdraw or cancel a sale or offer at any time.
• Our prices may vary. Whilst we take every effort to ensure the prices of stock in our physical store match those of the online store it may not always be the case. We reserve the right to charge more or less for the same item both in store and online as part of regular pricing or for a promotional sale or offer.
• If an item purchased using a sale, offer, voucher or coupon is returned, then we will refund the price originally paid for the item and not the retail price at time of return. You will need to keep the receipt to process the refund/return.

‘Online Only’ Prices

1. Our online only offers are available for a limited time only.
   2. This offer is available exclusively online.
   3. This offer applies to selected items only, while stocks last and is subject to availability.
   4. No cash alternative can be offered.
   5. Diadem Jewellers reserves the right to alter the selling price or withdraw this offer at any time at our discretion.
   6. Offer cannot be used in conjunction with any other offer, voucher, discount or coupon unless at our discretion.

Gift Wrapping

We like to stand out from other Jewellers by offering a free gift wrap service for all products purchased, online or in store. Whether you’re purchasing for a loved one, a friend or just treating yourself, we’re happy to wrap all our items completely free. If you would like anything else included, please Contact Us and we’ll be happy to help.

We reserve the right to alter or withdraw this service at any time.

Returns, Refunds and Cancellations

At Diadem Jewellery we pride ourselves in delivering quality Jewellery to our customers. In rare situations you may find you would like to exchange or return an item purchased from our web store, please get in touch as soon as possible and we can assist you. We may have a replacement item in stock in our store.

Before returning your item, please contact us via e-mail to let us understand the nature of the issue and to authorise the return of the product.

On the day you receive your product you will have 14 days to request a refund or return (this does not apply to pieces which have been customised, e.g. the piece has been ordered in a specific metal, a certain size, with gemstones or with custom engraving). When posting your product to Diadem, we will refund the original postage price if the item is faulty or significantly not as described. We will not refund the return postage on items where you have changed your mind about the product. Additionally, if you have received free delivery on the original order, we will deduct postage costs of £4.99 from your final return amount if you change your mind about the product.

Any returns must be delivered (recorded delivery) to our Altrincham store, please use the address below:

Diadem Jewellery Returns Dept.

55 Stamford new Road

Altrincham

Cheshire

WA14 1DS

Unfortunately we cannot accept any returns of earrings. This is for hygiene reasons and doesn’t affect your statutory rights.  We cannot accept items that have been engraved, made-to-order, personalised or altered/modified, except in relation to faulty or incorrectly supplied goods, where your statutory rights are unaffected, personalised goods made to a customer’s specifications may not be returned.

If any items in your order prove to be faulty, please get in touch as soon as possible and we can assist you in the process.

Our guarantee to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse.

Any refunds for items purchase using any form of Cryptocurrency, e.g. Bitcoin, Dash – will be refunded at the rate at the time of refund issuance. We will not refund at the exchange rate on the day of purchase, this is to protect both the consumer, and the business from volatile price fluctuations. You will receive the equivalent amount of money returned as you initially spent.

Some of our products are crafted from ‘blackened’ silver. This effect is created by a process known as oxidisation, where exposure to large amounts of oxygen in high-pressure conditions causes the silver to become darker in colour. Oxidised jewellery does not require the same amount of aftercare as other metals. DO NOT use silver polishing cloths or cleaning solutions on oxidised jewellery as this may remove the blackened effect. As with all of our jewellers, we will not allow returns for jewellery that has experienced general wear.

Cancellations

Under the Consumer Contracts Regulations, you are provided the right to cancel your order with us at any time within 14 days of receiving your goods. In the event we are unable to deliver your order within our standard delivery timescales you are entitled to cancel your order with no fee or penalty.

Should you choose to cancel the contract we will then refund you the price you have paid for the goods, this will not include delivery charge if you have cancelled after your order has been despatched. You are under a duty to take reasonable care of the goods, which means the goods must be unused.

Availability

All products and services displayed on our website are subject to availability. Prices of products may change from time to time. We will confirm availability and price at the time your order is placed. If a product is not available when we come to despatch your order, we will contact you either by phone or email as soon as possible.

Website Errors

We always endeavour to present the most accurate and most reliable information on our web store at all times. However, there may be rare occasions when some of the information provided may contain incorrect data, typographical errors, or other inaccuracies. Any errors present are wholly unintentional and we apologise if erroneous information is reflected in product price or item availability.

We present all of our content ‘as is’ and make no claims to its accuracy, either expressed or implied. We reserve the right to amend any errors or to update our product information at any time without prior notice.

Copyright Trade Marks and Site Content

Diadem Jewellers are the Copyright holders to all content on this site; excluding content from third parties e.g. product photographs etc. Diadem Jewellers holds the rights to all design, copyright and published material on DiademJewellery.co.uk web store.
You are allowed to download and print content from this site for media related purposes or for your own personal non-commercial use only. This is subject to the material being reproduced accurately and not being used in a derogatory or demeaning manner or in a misleading context. Where this material is reproduced, published, broadcast or otherwise issued to others the source and copyright status must be acknowledged. The permission to reproduce Diadem press releases does not extend to any material on this website which is identified as being the copyright of a third party. No right, title or interest in any downloaded materials or software is transferred to you by such downloading. You may not make any other use of material on this site (including reproductions, publication, alteration, distribution, broadcast or any other exploitation except as above) without our written permission.

Disclaimers

This site is provided on an “as is” basis without making any warranties or representations of any kind with respect to this site or its contents and Diadem Jewellers disclaims all such representations or warranties. In addition Diadem Jewellers makes no representations or warranties about the accuracy or completeness of the data contained on this web store. These disclaimers do not exclude Diadem Jewellers of liability for matters which may not be excluded under any applicable national law.

Neither Diadem Jewellers nor any of its directors, employees or agents shall be liable for damages arising out of or in connection with the use of this web store. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without any limitation) compensatory, indirect, direct or consequential damages, loss of income, data or profit, loss or damage to property and claims from third parties. Diadem Jewellers does not exclude any liability for death or personal injury resulting from its negligence or the negligence of its directors, employees or agents.

Diadem Jewellers cannot be held responsible for any losses you may incur in transmitting information to us by internet link or by e-mail. Any such loss shall not be borne either wholly or partly by us, and shall be entirely your responsibility.