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Terms and Conditions
Confirmation of Your Order
Full, detailed confirmation is sent for every order.All the pieces offered in the SilverTree Jewellery Design Bridal Collection are made to order to the specific requirements of the client and as such the cost of each piece may vary according to the materials chosen and the availability of these materials.
Items in The Sterling Silver Collection are sold as seen, according to the details given on the website. A full quotation will be given for any bespoke commissions from either the Bridal Collection or Sterling Silver Collection.
Our order forms are intended to determine your exact requirements and detailed confirmation is sent to ensure the order details are correct before we begin work on your order.
Exclusive Designs from the Sterling Silver Collection are sold on a first come first served basis. In the event of 2 orders being received at the same time for the same item, we will use the time/date details on the order email to determine which order was received first. A confirmation will be sent in the usual way to confirm the order.
Any changes to the order after acceptance of the confirmation will be notified in writing in the form of a new confirmation of order, following consultation with the client.
At the time of confirmation we will give you an estimated completion date. We will always inform you of any changes to this estimate.Prices
Our standard prices - as stated on the website and in your confirmation - are based on the most cost effective source of materials. If an urgent order is placed, it may be necessary to obtain materials from other more expensive sources than those we usually use OR we may need to place orders for stock using priority delivery services.
In these circumstances, any additional extra costs incurred for materials and/or postage when completing an urgent order will be passed on in the cost of the finished product.
Where this is the case, the quoted price of an item may be higher than advertised. We will always give a full explanation of any price changes under these circumstances and only ever use more expensive sources to ensure we are able to meet your specified delivery date.
Prices for the items in The Sterling Silver Collection are fixed and as advertised on the website. Prices of specially commissioned designs will be confirmed in the form of a bespoke quotation.
Changes to your Commission
Any unreasonable or substantial changes to the design after completion that were not previously discussed will be charged for. This could include a fee for re-making or re-modelling the item plus the cost of additional or replacement materials.
Changes made before the completion of the jewellery (or any alterations) may result in an change to the price, which will be notified in writing.
SilverTree Jewellery Design will make no changes to your order without prior discussion.
Postage
SilverTree Jewellery Design always uses the Royal Mail's Special Delivery(tm) Next Day service as this offers insurance against loss and damage and late delivery. While it is possible to track your order using Royal Mail's track and trace service, it is not always as reliable or accurate as it could be. We therefore please ask that you confirm the safe receipt of your order.As well as an estimated delivery date at the time of order, we will also send you an email:
(a) when your jewellery is ready to despatch - which will confirm that the estimated delivery date is suitable for you and ask if an alternative delivery address/time is needed AND
(b) once you parcel is on its way to you - and when you can expect delivery.
Royal Mail's Special Delivery(tm) Next Day service requires a signature on delivery. If there is no one available to accept delivery, the item is returned to the nearest depot for collection and a card will be left. The parcel will be held at the depot for 21 days, after which time it is returned to us. Please note: the cost of any re-delivery once the jewellery has been returned to us after 21 days is the responsibility of the client. (Please also see below our policy on unwanted items.)
Damaged/lost items
SilverTree Jewellery Design is unable to accept any responsibility for items damaged or lost in transit. All our items are posted using Royal Mail Special Delivery(tm) Next Day, as this is the only service that insures jewellery. This insurance will more than cover loss or damage in transit.
SilverTree Jewellery Design will offer every reasonable assistance in recovering losses, repairing damage or replacing lost items. HOWEVER - all claims against the Royal Mail for loss or damage using the Special Delivery(tm) Next Day service must be made within 14 days of posting. It is therefore your responsibility to ensure you notify us immediately you experience any problems.
In these circumstances, please contact us immediately for our advice and help.
Unwanted/unsuitable items
During the initial ordering/consultation/confirmation process, we always aim to take into account our client's requirements and therefore hope that you will only be delighted with your jewellery when you receive it.If you accept our confirmation of your order, we will assume that you have accepted our terms and conditions AND that we are proceeding with your commission/order in line with your requirements. Only errors on our behalf will be corrected free of charge.
If your jewellery is custom made (which means made to order to your specific requirements OR if a design has been altered to fit) we are unable to accept any returns.
If the item is not made to order OR has been purchased without any alteration, refunds can only been made if the jewellery is returned, unworn within 7 days of receipt. Please let us know why you are returning the item(s).
Please note: for hygiene reasons we are unable to refund or exchange earrings.
If an item is received and does not fit correctly, we will of course alter the item, but if the error was not ours, a charge may be incurred.
The cost of returning any altered items are the responsibility of the client.
If on receipt there are any problems with your jewellery, please contact us for our help.
Your statutory rights are not affected.
A copy of these Terms and Conditions will accompany every confirmation of order.
Other ordering details
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