The content of the Hockley Jewellers policies incorporated in this website and any specific terms arranged between Hockley Jewellers and the client form part of the terms and conditions of all orders made through the Hockley Jewellers website (www.hockleyjewellers.com). You (the customer) are deemed to have read all the terms and conditions including all policies displayed on this website and are deemed to have accepted them.

Please note that our online policy and in-store policy are separate and may have different terms and conditions.

LOCATION

Hockley Jewellers retail shop is located at 103-104 Vyse Street, The Jewellery Quarter, Hockley, Birmingham, B18 6LP.

All orders made through the Hockley Jewellers website and all incidental agreements and matters are governed by the laws of England and Wales. Hockley Jewellers reserves the right to correct, update, modify or otherwise change the terms and conditions of sale, information, and prices at any time on our Website at our sole discretion and without notice. Hockley Jewellers or its employees shall not be held liable for any indirect, incidental, punitive or consequential damages arising directly or indirectly from the use of any of the information contained in or received from this site.

ORDER ACCEPTANCE

Using your supplied details we will notify you as soon as possible to confirm receipt of your order. We will then prepare your order based on the quoted prices and the contract for the sale of the goods shall be formed. Dependant on your instructions we will supply the goods to you in accordance with your final order and these Terms and Conditions.

SALE OF GOODS POLICY:

Client satisfaction is our main priority. We guarantee all our products will be delivered to you in a new condition without damage or fault in craftsmanship. Should a product be damaged or faulty in its craftsmanship at the time of delivery to you (the customer), you may return the product to us (within 14 days of the delivery date) to have the product replaced, repaired or receive a refund of the purchase price (at the discretion of Hockley Jewellers). This guarantee will not apply if the product is damaged after the date of delivery. See the Refund and Exchange Terms below in our Exchange and Refund policy.

PRICING

You will appreciate that the price of gold, platinum and precious stones fluctuate along with the dollar rate. These changes have to be reflected on our website and consequently, our pricing may change from time to time. However, once an order has been placed the quoted price will be honoured UNLESS there has been an error in pricing in which case we will contact you as soon as possible to discuss whether you wish to proceed with the order.

PAYMENT METHOD

For Web Orders, we are able to accept payment by PAYPAL ONLY (although this may change). The currency charged for the transaction will be in UK Pounds (£). For overseas orders, we are, unfortunately, not able to accept payment by international money order or international bank cheque.

Hockley Jewellers reserves the right to refuse to accept any orders that we consider to be suspicious. For high-value orders and for international orders that fall outside our credit fraud checking network, we reserve the right to take all reasonable actions to ascertain the authenticity of the purchaser and payment method.

All goods remain the property of Hockley Jewellers until all monies owing are paid by the purchaser. Should a transaction be detected as a fraud at a later date, Hockley Jewellers reserve the right to commence all legal action necessary to recoup all money owing including any legal expenses incurred.

SHIPPING POLICY:

All goods shipped to you are insured against loss and damage whilst they are in transit. Once you are advised (by e-mail or phone) that your order has been shipped, we guarantee delivery of all items except in cases where the address supplied is incorrect, illegible, incomplete or if the recipient is away or has moved, in which case you will be liable for payment of the purchase price and shipping of the order irrespective of whether the order arrives on time or not at all.

Please Note: We can not guarantee the time of delivery. Once the product has been dispatched, you will receive confirmation of when your order was dispatched and an approximate delivery date. If you require the goods by a specified date this can be discussed during the quote or order process.

All bespoke goods are made to order so delivery time will vary, up to but not limited to 3-4 weeks. 

DELIVERY AND COST

Hockley Jewellers will dispatch all orders free of charge within the UK. For all overseas orders, a shipping and insurance charge will apply however this will be discussed with you prior to the order process. Any taxes and duties incurred through the shipping of goods internationally will be the responsibility of the purchaser.

DELIVERY TO INTERNATIONAL COUNTRIES OUTSIDE THE UK

Royal Mail International is a well respected and trusted worldwide courier company which provides fast and secure shipping. In accordance with our secure shipping commitment, you will be required to sign for your order upon delivery for your piece of mind.

Royal Mail International also offers Internet shipment tracking. Your Royal Mail International tracking number will be e-mailed to you when your parcel has been dispatched. You will then be able to track your parcel’s movements whilst it is being shipped. Please ensure that someone will be at the delivery address to sign for the shipment.

INTERNATIONAL DUTIES

Please note that for all international orders (orders outside the UK), your order is exempt from Value Added Tax (VAT). You may be subject to import duties and taxes which are applicable to all products imported into a country and are levied by the recipient country’s government. All additional charges for customs clearance, import duties and taxes are payable by you. Such charges are not included in the delivery fee or purchase price of our products as these vary from country to country. We have no control over those charges and cannot determine what they may be. As customs policies vary widely between countries, you should contact your local customs office for further information.

When ordering from us you are also considered the importer of the ordered goods and you must comply with all laws and regulations of the country in which you are receiving the goods. We will not be held responsible for the payment of any customs duties under any circumstances.

When ordering from us you agree to pay any import duties which may be imposed by your country’s government. If you refuse to pay any import duties imposed and thereby prevent delivery of your order, you will remain liable for the purchase price of the product and you will be charged the full purchase price of the order and the shipping price together with any shipping amount incurred in the return of the goods to us and any customs duty or penalty imposed by your government.

EXCHANGE AND REFUND POLICY:

If, when you receive your product(s), you are not completely satisfied you may return the items to us within fourteen days to claim an exchange or refund. If the items are in stock returns will take approximately 5 working days (within the UK) to process once the goods have arrived. All Refunds/Exchange claims will be subject to Hockley Jewellers Refund and Exchange Terms.

Hockley Jewellers has a simple returns policy to minimise the expenses for all concerned. If you contact us with a problem we will discuss the best course of action.

All shipping back to Hockley Jewellers is paid for by the customer. We are unable to refund your shipping fees incurred.

REFUND AND EXCHANGE TERMS (ONLINE STORE)

It is the customer’s responsibility to choose products of their choice wisely. Exchange or refund will only be granted by Hockley Jewellers if the product is damaged or faulty on receipt or returned within 14 days if unsatisfied.

Refunds will be processed online only; refunds will not be performed in-store under any circumstances.

Returns must be accompanied by a copy of your invoice so that we can complete your refund.

For more information please visit our returns page.

Hockley Jewellers reserves the right to refuse to exchange or refund the purchase price of the product if the returned product is:

1. NOT in its original new and unused condition.
2. If the product is NOT found to be faulty or damaged as a direct result of a manufacturing.
3. If the product is NOT returned within 14 days of receipt by the client;
4. if the the product is bespoke (specifically created to suit your needs)

ORIGINAL CONDITION

Original, new and unused condition means there is no damage to any part of the product; scratches, marks or any other signs of wear or tear whatsoever. Hockley Jewellers will not accept any item with any indication that it has been used or worn. If an item is deemed to have been used, altered or damaged it will be returned to you (the customer) and the full purchase price will stand, plus any shipping costs incurred during delivery of the return.

CANCELLATIONS

Hockley Jewellers reserves the right NOT to accept a cancellation and to proceed with delivery of the product(s) ordered. Hockley Jewellers may use their sole discretion to accept a cancellation as they see fit. The following provides basic guidelines for cancellation scenarios:

1. If a product has already been shipped to you, the order cannot be cancelled.
2. The Exchange and Refund Policy for the quality of products may not be used to claim a refund when an attempt to cancel the order has previously been initiated.
3. If a client attempts to cancel the order, a cancellation fee of 20% of the total sale price will apply.
4. If a client attempts to cancel an order more than one week after the order date, the cancellation may be refused by Hockley Jewellers. If the order is not refused and the cancellation is processed prior to dispatch, a cancellation fee of 20% of total sale price will apply.
5. A cancellation fee of 20% of the total sale price will apply to all custom made and special orders.

CLAIMING A REFUND

It is imperative you contact Hockley Jewellers if you intend to return an item for a refund or exchange. Contact can be made via mail, phone or email and we will confirm whether you can return the item. This decision will be subject to our Refund and Exchange Terms. Please note for international customers the return instructions are important to minimise your costs for the return delivery fees and any other applicable customs fees. For more information please visit our returns page.

We strongly recommend you fully insure the goods packaged, you are returning. We can suggest the use of a courier company we use, which provides reliable and efficient service. Hockley Jewellers will not be held responsible for any items lost or damaged in transit.

After receiving the returned products, we will contact you to confirm receipt. The full cost of the returned item will be refunded, EXCLUDING shipping, handling and insurance costs. Refund will be made in the original form of payment.