ONLINE ORDERS
Payment in whole, by credit card or debit card, is required before dispatch of goods. Once payment has been received by us (Castle Collection), we will confirm that your order has been accepted by sending a confirmation email to you at the email address you provide in your online order form.
Goods supplied by Castle Collection to customers remain the property of the Company, until paid for in full by the customer.
TELEPHONE ORDERS
Orders can be placed over the telephone by calling us on 01702 711322.
We can take payments by card over the phone.
These Terms apply to telephone orders also.
All prices and charges on the Website are shown in UK pounds sterling, include VAT and are subject to change. They do not include any delivery charges. These will be shown separately (where applicable) during the order process.
Prices may change at any time, but changes will not affect orders in respect of which we have already sent you an order confirmation.
OUR DELIVERY SERVICE
All personalised jewellery by Lisa Castle has been handmade in our workshop, with love and care but we do aim to deliver all personalised jewellery items within 7 working days for sterling silver jewellery and 14 working days for gold plated jewellery.
All over jewellery which has not been personalised will be delivered in 5 working days.
Silver jewellery and other non jewellery items are dispatched via Royal Mail’s tracked service which will not require a signature. We will send an email on the day of dispatch to include a tracking number. The item can be tracked here www.royalmail.com
For loved ones abroad, we also ship internationally. Delivery is charged in accordance with size and destination, so please check individual product pages. As a general rule, we ship jewellery items via Royal Mail’s International Tracked Service. We cannot be held responsible for items that are delayed via customs entering the country.
RETURNS
Castle Collection are happy to accept returns of unwanted items. Unless the item has been personlized and made to order. All items must be returned unworn in their original packaging with proof of purchase. We are unable to accept returns of items purchased through a retailer or internet third party. A refund will be made to the card used when placing your original order and will be for the full amount of the product purchased. It is important that you return the products promptly so that we can carry out the refund within 14 days of receipt.
Please note, that you will be responsible for the delivery charges and costs of returning the items to us unless we delivered the item to you in error, or if the item in question is damaged or defective. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.
We strongly advise all customers to check their purchase thoroughly upon delivery before removing any attached tags.
We recommend that you use a recorded delivery service (eg. Royal Mail Recorded or Special Delivery) for your own protection. In the event of failure to return any item to us within the time limits stated, even though validly cancelled, we reserve the right to charge any costs of recovery of the goods.
To return an item, please send it back to the following address:
Castle Collection
Unit 2 Stirling Hall,
11-13 Elm Road,
Leigh-on-Sea,
Essex
SS9 1SW
We cannot accept responsibility for any items lost or stolen in transit if they are not sent back via Royal Mail Recorded or Special Delivery. Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will only be refunded at Castle Collections discretion.
RETURNING FAULTY GOODS
In the rare and unlikely event that you receive a damaged or faulty item, please follow the standard Returns Policy as detailed above.
Faulty items will only be accepted if the goods are delivered to the customer damaged. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Postage or shipping costs will be refunded on any faulty goods.
Where possible, items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with a guarantee.
REFUNDS
Refunds will be made within 5 working days of receipt of the returned goods. All undamaged, correctly returned products will be credited to the original purchaser’s credit card. Refunds do not include postage or shipping costs.
This returns policy does not affect your statutory rights. If you have any questions on returns, please call us on 01702 711322 or send us an email to lisa@castlecollection.co.uk
EXCHANGES
Exchanges can be made for another style or a different ring size, depending on stock availability. Returns costs are not refunded but the first replacement item will be sent out free of charge.