Terms and Conditions

We're not big on small print, so we'll keep this short and simple. A few points you really need to know first, then we'll get on with the details:

 

• If you change your mind about your order, or decide what you've bought isn't suitable, you can return it to us within 30 days for a full refund (unless it's a personalised or special order item). You are responsible for the cost of postage to send it back to us. We do ask that all items are still in as-new condition, in their original packaging,  If your goods are not in this state, please contact us to discuss if we can help - we'll do our best!
• Please note we are unable to offer refunds on any personalised Products due to the personalisation element of the Product, unless the Product is defective
• Some companies don't really want to hear from you, and would really rather not help if there's a problem. That's not us. We want you to be happy with what you buy from us, and we're very happy to talk to you. If there's a problem with anything, please do let us know. We can usually sort out problems you might have thought were too small to bring up, and even things that are just a matter of taste, or suitability for an unusual purpose, are often really useful for us to know about.

If you do have a problem, we will:

 

• Respond to your query within one working day.
• Keep you informed.
• Work with you to reach an amicable resolution.
• If your item arrives and is faulty, we will refund the cost of your return postage as well as offering a repair, exchange or refund.

These terms do not affect your statutory rights.

 

• We are trading as Hatters Jewellery, We're registered in Bidford on Avon, we are a young company so as yet we are not vat registered,

Still with us? Good - that's the most important stuff done, so things may go on a bit from here, but it's still important stuff if you want to know the details. We'll do our best to keep it readable.

Regulations and The Law

We are bound by the Consumer Contracts Regulations in the UK, and by the EU Consumer Rights Directive across the European Union. We generally go a bit further than the rules say in trying to keep you happy, but they're always there to fall back on. You can find out more about these laws and regulations here:

 

Promotions and Discounts

• We regularly offer product discounts, multi buy offers and gift with purchase offers on the website and these are applied at product level. These offers will be stated on the website and detailed on the relevant product page.
• If products are included in more than one product promotion (we'll try to avoid this!) only one offer will apply and the best saving will be applied at the checkout. We also occasionally offer order discounts which apply to full price items only. Products discounts and order discounts do not combine and the best saving will be applied at checkout.
• Multi-buy offers of the 'buy x get 1 free' type will always be on the basis of the cheapest item being free. For example, if you use a 3-for-2 deal with three differently priced items, the lowest priced item will be the free one.

Pre-ordering Items

 

• For items pre-ordered before they become available, your order will be shipped once the pre-ordered item is available.
• If an item is available for pre-order, you will be able to purchase online. We will take the payment at the time of the order and dispatch to you as soon as the order is complete. Expected date of dispatch will be stated on the website, and if this changes you will be advised.
• While every effort will be made to complete your order, we can't guarantee availability until the pre-ordered product is received, but we will keep you informed.
• Unless clearly stated otherwise in the product description, you can cancel or return any pre-order the same way as any other item bought from us.

Description and Image Errors

We do our best to make sure images on the site accurately represent the items we're selling, because we think it's important. It's worth keeping a few things in mind, though:

 

• Colours show up differently on different screens. What looked right on our screen when we set it up might look a little different on yours.
• Manufacturers make minor changes to products occasionally, and we don't always know about them in time to keep up. If you know a design has changed, and the version is important to you, it's best to check with us so we can check the actual stock we have, rather than assuming it's exactly as shown.
•   Manufacturers change box designs, and may sometimes have to substitute a different gift box. Again, it's best to double-check with us if the specific box is important to you.
• While we're very careful with our descriptions, errors are possible here too.
• Pricing errors can happen - we've all heard stories of retailers who accidentally list an item at a fraction of the price it should be. Some people say the store has to sell it at that price, but they don't. We're a small company, so we're unlikely to be able to afford to cover the cost of a simple typo. If an error like this happens, and you place an order, we'll let you know about the error, and give you the option to cancel the order or pay the correct price. It's very unlikely, though, as we're very careful people. A contract is not agreed until we confirm shipment of your order.

All in all, we try very hard not to make mistakes, but we are human (and one spaniel), and humans do sometimes make mistakes. So do spaniels, very occasionally, but they are a bit closer to perfection.

Guarantees and Warranties

We only stock items from good, reputable wholesalers from China. As such, you have the full backing of the manufacturer's guarantee as well as your consumer rights from us. Just let us know if you have any problems, and we'll always be happy to help you out if you need assistance with a fault.

Klarna

Klarna offer various payment options. Please take the time to understand this payment method before using it. Klarna's Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. T&Cs and late fees apply.

We may update these Terms from time to time to reflect changes in our business, services or legal requirements. The latest version will be available on our website and will apply from the date shown. Changes will not affect orders already placed or rights already accrued.

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Shipping and Delivery

Within the UK, we ship all orders by Evri , using standard or next day delivery. While standard delivery is usually delivered within 3 to 4 days,  delivery time isn't guaranteed, and delays can happen. Evri  won't consider a package lost until 15 business days from posting, but we'll usually assume it's gone missing after 14 actual days - two weeks. This sort of delay is very unusual, but happens occasionally. We'll always sort out any delivery problems, but please be patient when things go wrong. If you have a deadline, we'd always recommend upgraded delivery, and contacting us so we can be really sure of stock levels before we make any promises.

We can't guarantee delivery to PO Boxes, but we don't usually see any problems with them. Delivery via forwarding companies is also something we can't guarantee, and it removes some of the protection of the signature on delivery.

If your order doesn't arrive, you need to let us know within 30 days of ordering.

Returns Policy

You can return anything for any reason, within 30 days of receiving it, as long as it's in 'as-new' condition, with all packaging intact. If you have something you'd like to return that doesn't fit into that, do contact us to ask, and we'll help if we can. We have to be fair to other customers, though - if something is too old, or has been out of our hands for too long, it wouldn't be fair for us to sell it as new, and in cases where we decide we can accept returns of items over 30 days old, we may need to charge a restocking fee.

If an item is faulty, the above time frames don't apply and we would also refund the cost of returning the item to us.