Terms and Conditions

1. Definitions

"Fleur Jewellery" means Fleur Jewellery Limited Limited, company number 7479389, registered in England and Wales also referred to as "we" or "us" in these terms and conditions.
"Force Majeure" means any clause affecting the performance by Fleur Jewellery Limited of its obligations arising from acts, events, omissions, happenings or non-happenings beyond its reasonable control including (but not limited to) governmental regulations, fire, flood or any disaster or industrial dispute affecting a third party.
"Working days" means Monday to Friday, excluding Bank or other Public holidays

2.Orders

All contracts of sale made by Fleur Jewellery Limited shall be deemed to incorporate these terms and conditions, which shall prevail over any other terms from the party ("the Customer") with whom Fleur Jewellery Limited is dealing. Cancellation of orders by business to business customers is not accepted as many orders are despatched on the same day the order is placed. Cancellation of orders by consumers can only be accepted in accordance with the Consumer Protection (Distance Selling) Regulations 2000.
All orders are subject to acceptance and to availability of the goods ordered. Fleur Jewellery Limited is entitled to refuse any order placed by you.
You undertake that:
1. all details you provide to us for the purpose of purchasing goods or services offered on our web site are correct and
2. the credit or debit card you use to make a purchase from us is your own or your company’s card, that you are authorised to use it, and that there are sufficient funds or credit facilities to cover the cost of any goods or services you order from us. We reserve the right to obtain validation of your credit or debit card details before providing you with any goods or services.

3. Prices

All prices are inclusive of VAT at the current rates and are correct at the time of entering information. Prices throughout the website are quoted in Pounds Sterling. And payments can only be accepted in Pounds Sterling. Prices include VAT. Delivery will be added to the total. Prices are correct at the time of publishing. However, errors & omissions may occur and Fleur Jewellery Limited reserves the right to change prices without prior notice.

4.Delivery, Title and Risk

Any time or date stated for delivery is an estimate only. Fleur Jewellery Limited makes every effort to despatch goods on time, but does not accept liability for failure to deliver within the stated time
If Fleur Jewellery Limited is unable to deliver the goods within 30 days of the date of order, the Customer will, as its sole remedy, be entitled to cancel the order and require any monies paid to Fleur Jewellery Limited in respect of that order to be refunded. In order to cancel, the Customer must send written notice of cancellation to Fleur Jewellery Limited after the above date, but before delivery of the goods or notification from Fleur Jewellery Limited that the goods are ready for delivery.
Fleur Jewellery Limited does not accept liability for shortages or damage to deliveries unless the Customer notifies Fleur Jewellery Limited of the shortage or damage in writing within 7 days of receipt of the delivery.
The customer has to accept the goods when they are ready for delivery.
Delivery is deemed to take place when the goods are delivered to the Customer’s nominated address, whereupon the risk of loss, breakage and all damage and all other risks shall pass to the Customer.
Title in the goods does not pass to the Customer until payment is received in full by Fleur Jewellery.
If the customer cannot accept delivery, Fleur Jewellery Limited may at its option: (1) store and insure the goods at the Customer’s expense and risk or (2) sell the goods at the best price reasonably obtainable and (after deducting reasonable storage insurance and selling costs) pay to the Customer any excess over the sale price or charge the Customer for any shortfall or (3) re-arrange delivery provided that Fleur Jewellery Limited may charge the Customer for the additional delivery costs incurred.

5. Payment

Payment can be made by any major credit or debit card. Payment will be debited and cleared from your account before the despatch of your Good or provision of service to you.
You confirm that the credit/debit card that is being used is yours.
All credit/debit card holders are subject to validation checks and authorisation by the card issuer and we may share your personal information with such parties as are necessary to enable us to do such checks. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

6. Product Specifications

Fleur Jewellery Limited makes every effort to supply the goods as advertised but reserves the right to supply the goods subject to minor variations in actual dimensions, specifications and, in the case of bulk items, quantities without prior notice.
If Fleur Jewellery Limited cannot supply the goods ordered by the Customer, Fleur Jewellery Limited reserves the right to offer goods of equal or superior quality at no extra cost. In such a case, if the Customer does not wish to accept the alternative goods offered, he or she may cancel the order and require the refund of any money paid to Fleur Jewellery Limited in respect of that order. This shall be the sole remedy of the Customer in these circumstances.

7. Trade names and Trade Marks

Trade names and marks (other than 'Fleur Jewellery Limited') are not always indications of the actual manufacturer of a particular product.

8.Warranties and Returns

Fleur Jewellery Limited is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases, we offer the returns facilities described below.
All goods supplied by Fleur Jewellery are warranted to be generally free from defects in workmanship and materials and fit for the purpose for which such goods would normally be used. If you purchase goods in the course of your business, all other express or implied terms or warranties relating to the goods are excluded to the fullest extent permitted by law. Subject to this, however, goods are not tested or sold as being fit for any particular or for use under specific conditions, unless expressly agreed in writing. All services provided by Fleur Jewellery Limited will be provided with reasonable skill and care and within a reasonable period. If you purchase services in the course of your business, all other express or implied terms or warranties relating to the services are excluded to the fullest extent permitted by law.
Subject to the right of consumers to return goods for refund under The Consumer Protection (Distance Selling) Regulations 2000. Fleur Jewellery Limited does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering.
In the event that Fleur Jewellery, at its discretion (unless the Consumer Protection (Distance Selling) Regulations apply), agrees to accept the return for credit of unwanted products, the goods must be returned within the guidelines of the Returns Policy.

9. Fleur Jewellery’ Liability

Fleur Jewellery Limited shall under no circumstances be liable for any consequential or indirect damage or loss, however caused, (including (but not restricted to) loss of business or profits, loss of goodwill, damage to trading relationships, loss of data and other financial loss. (“Financial loss” in this sense does not refer to the price you have paid for the goods, which we may be liable to refund to you, in whole or in part, if the goods are faulty or do not comply with their description). Fleur Jewellery Limited' liability in respect of all other losses shall be limited to the invoiced amount of the relevant order, provided it has been paid.
Nothing in this agreement shall limit Fleur Jewellery Limited’s liability for death or personal injury caused by its negligence.

10. Health and Safety

In accordance with the Health and Safety at Work, etc Act 1974 and the Consumer Protection Act 1987, Fleur Jewellery Limited confirms that the goods it supplies as a distributor do not present a hazard to health and safety
1. when properly used for the purpose for which they are designed; and
2. if the Customer takes reasonable and normal precautions in their use.

11.Force Majeure

Where, in spite of its reasonable efforts, Fleur Jewellery Limited is unable to perform an obligation due to force majeure, it shall not be deemed to be in breach of its contract with the Customer.

12.The Consumer Protection (Distance Selling) Regulations 2000

Contracts for the purchase of goods by a Customer not acting in the course of a business and made over the telephone or through the Fleur Jewellery Limited website, or by mail order, are, with the exception of certain excepted contracts, subject to The Consumer Protection (Distance Selling) Regulations 2000 (“the Regulations”).
If the Regulations apply, Customers may cancel goods purchased from Fleur Jewellery by sending a written notice of cancellation by post or hand delivery addressed to Customer Services at Fleur Jewellery, Unit 1a, High Street, Walton on Thames, Surrey, KT12 1DGor by fax to 01932 252280 or by E-mail to customerservice@fleurjewellery.com) The notice of cancellation must be sent within 7 working days of the date of delivery after the goods are received.
The Customer will be responsible for the cost of returning the goods if he or she exercises this right of cancellation under the Regulations. If the Customer does not actually return the goods to Fleur Jewellery, the Customer is under a duty to make the goods available for collection at the Customer’s expense from the address to which they were delivered.
The Customer is under a duty to retain possession of the goods whilst awaiting return to Fleur Jewellery Limited and to take reasonable care of them during this period. The Customer will be liable for any loss of or damage to the goods if he or she fails to comply with this obligation.

13.Errors and Omissions

Fleur Jewellery Limited makes every effort to ensure that all prices and descriptions quoted on its website are correct and accurate. However, the frenetic tempo of e-commerce makes it inevitable that mistakes will occasionally occur. In the case of a manifest error or omission, Fleur Jewellery Limited will be entitled to rescind the contract, notwithstanding that it has already accepted the Customer’s order and/or received payment from the Customer. Fleur Jewellery' liability in that event will be limited to the return of any money the Customer has paid in respect of the order. In the case of a manifest error in relation to price, the Customer will be entitled to purchase the goods by paying the difference between the quoted price and the correct price, as confirmed in writing by Fleur Jewellery Limited after the manifest error has been discovered.
A 'manifest error', as the term is used in sub-paragraph a) above, means, in relation to an incorrect price, a price quoted in error by Fleur Jewellery Limited which is more than 10% less than the price that would have been quoted had the mistake not been made.

14. General

Nothing in these terms and conditions affects your statutory rights as a consumer
If any provision in this agreement is held to be invalid or unenforceable, it shall be deemed severed from the Agreement and this shall not affect the validity or enforceability of the remaining provisions.
Any waiver of a breach of this Agreement must be in writing
Any variation of this Agreement must be in writing and signed by a duly authorised Fleur Jewellery Limited official.
The headings are for convenience only and shall not affect the interpretation of this Agreement.
Any notices given under this Agreement shall be in writing and sent:
1. by first class pre-paid post to the last known address of the party; or
2. by fax to their last known fax number; or
3. by e-mail to the last notified e-mail address of the party.
The notice shall be deemed served:
1. two working days after posting; or
2. upon receipt of a successful fax transmission report; or
3. after system confirmation of e-mail delivery
These terms and conditions shall be governed by and construed in accordance with the laws of England and the parties submit to the exclusive jurisdiction of the English courts
Fleur Jewellery Limited may at its discretion record telephone transactions for staff training and quality control purposes.
Fleur Jewellery Limited reserves the right to change or amend these terms and conditions at any time and without prior notice.

15. Customer Service: Terms and Conditions

Our Aim de ourselves on 100% satisfaction, and thus our commitment to you is:

Your email will be answered within 24 working hours.
We will offer telephone help from Monday to Saturday from 10.00am to 5:30pm.
We will ensure that there is personalised care with every online and in-store request.
We will take into account all your comments and suggestions.

16. Definitions

Access to the website & registration

In order for you to obtain items from our website we will need you to register to enable you to order and purchase from our website, this is to ensure that your payment and delivery details are collected and stored safely for use to enable the purchase.

Availability

All information provided on the products on this website is intended as a guide only. Dimensions and weights are only approximate, as are colours. If you are ordering goods that are out of stock we will dispatch them when they are received from our supplier.

On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.

Pricing and secured payment

We aim to ensure that our website is 100% accurate and thus the content is thoroughly checked regularly before items are advertised. The price shown on our website for each item is inclusive or vat and this is the price that will be charged to your credit card, plus postage and packaging.

We accept payment by Visa/Mastercard/Connect/Delta/Switch.

Security (Sage Pay)

We use the industry leading internet payment company Sage Pay to protect your card details and protect us from fraud. We maintain the security of your data by ensuring that all transaction information passed between Fleur Jewellery Ltd merchant site and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive

Encryption and Data Storage. All sensitive data is secured on Sage Pay using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

Links to banks. Sage Pay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

Employee access. No individuals within our company or Sage Pay are able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even form our own employees because our systems never display the full card numbers, even on administration screens.

Security (PayPal)

We use the industry leading internet payment company PayPal to protect your card details and protect from fraud. PayPal keep your information safe. We will never actually see your bank or credit card details; they are passed in a highly secure way directly to PayPal for processing. Industry-leading fraud prevention is just one of the reasons PayPal is a safe way to pay online. PayPal uses proprietary technology and constantly innovates to monitor transactions and maintain a secure payment system. To help you keep track of your account activity, PayPal sends an email confirmation of every account transaction. For more information visit www.paypal.co.uk.

Delivery Information

The majority of our orders placed on-line are processed and will be shipped within 48 hours, except at weekends and on bank holidays when we will process and dispatch orders the next working day. Orders placed before 4pm, Monday to Friday, will be processed and despatched the same day. Orders received after 4pm will be despatched the following working day. Orders received after 4pm on Friday will be processed the following Monday. A Guaranteed Saturday Delivery option as available at the checkout. In the unlikely event that an item is temporarily out of stock, we will notify you of any delay and despatch the items as soon as possible.

All of our UK based customer orders are carefully packed and sent by Royal Mail recorded-delivery signed for service to ensure that all orders are delivered safely. We adopt this signed-for delivery method in order to avoid any failed deliveries. Any orders for shipping to overseas will be quoted separately.

We do understand that you might be in a hurry to receive your purchase, so we’ll always aim to keep you advised about how long you can expect delivery to take.

Standard Delivery £5.00. For total order values up to £100 there will be a delivery charge of £5.00. We aim to dispatch all orders within 2 working days but please allow 7 days for the goods to reach you.

Express Delivery £10.00. For orders received before 12pm Monday through Thursday we guarantee delivery within three working days. For those received after 12pm we can deliver within 48 hours. Unfortunately we cannot deliver on Sundays or bank holidays.

We can also offer free UK standard delivery on orders over £100.00 & free UK next day delivery on orders over £250.00.

A Saturday Guaranteed Royal Mail Service is available for £8.50. Orders placed throughout the week will be held and despatched on Friday for delivery on Saturday. Orders must be received no later than 4pm on Friday. Any orders placed after this time will not be despatched until the following week.

Orders to the Highlands & Islands of Scotland, Northern Ireland, Isle of Man, Isles of Scilly, the Channel Islands or any other country outside of the UK Mainland may be subject to an extra charge, dependant on the weight of the parcel - Customers will be contacted by e-mail first if this is the case and will be asked to confirm if they wish the order to proceed.

Our products are sent out according to the postage rate you added at purchase, but please allow up to 3 days for delivery, as the postal service is the only part or the shipping process we have no control over. Please note that delivery times may be extended over public holidays. If you choose to have a piece of jewellery engraved it may extend the delivery time by 10 working days.

Currently we are only able to accept on-line orders to shipping addresses within the United Kingdom. To inquire about shipments to addresses outside of the United Kingdom, please contact us Monday to Saturday 10.00am to 5.30pm. Whilst every effort is made to stock every product we list on our site, it is not always possible and sometimes events outside of our control dictate any delays, we will however contact you should there be a problem with immediate delivery.

We do not send out emails as a matter of course other than the confirmation email you receive when placing your order and any other information we feel will be of interest to you. Rest assured that we will contact you if there is a problem with your order!

All orders are despatched using your chosen method of postage.

We do not accept responsibility for any delays in the postal service or for undelivered goods and strongly advise customers to select the Guaranteed Next Day Delivery option, which includes Parcel Tracking Service and Insurance.

Packaging/Gift Wrap

All items will be packed in their branded packaging. (Subject to availability, or a suitable alternative will be supplied).orders over £60.00 will be despatched with a complimentary box (one per order).

We offer a complimentary Gift Wrap service on all items, only where requested.

Product Information

We endeavour to make sure that all of the stock shown on the website is available, however inevitably we may sell out of some items. We will inform you if your order is affected by any sold out items and if you would like an alternative item we will be happy to make suggestions. We try our best to ensure that all information shown on-line is as accurate as possible; however from time to time there may be changes to product or pricing during the season.

Returns & refund Policy

We want you to be happy with the jewellery you purchase from us. Our returns policy is detailed below:-

How to return an item

It is our aim to make exchanges and refunds as easy as possible.

To return an item

The returns process is very simple. You have seven working days to contact our Customer Service Department to advise us of your wish to return an item and to request an authorisation number for the return. Once you receive this, you then have a further seven working days (from the day you get the number) to get the item and the authorisation number back to us by post. The authorisation number is very important as it helps us to track your return and items returned without this number will not be processed, so don’t forget it!

You will have to pay for the postage costs of any items you return and should the return get lost in the post this is your responsibility. Therefore, we strongly advise that you preserve all evidence of your return and we highly recommend that you return anything to us by recorded delivery or by any other means that can provide proof of sending. Proof of postage documents must contain the address of the recipient (that’s us!), the date of postage and the authorisation number that you received from our Customer Service department.

When returning an item through post we recommend that send all items by recorded delivery and that you obtain a proof of posting as we do not accept responsibility for items lost in the post.

We are not liable for any delays that are caused by the Royal Mail delivery service.

We do not give back the price you paid for postage for any items returned unless faulty or a dispatch error.

For your benefit and security in the event of a return we recommend that you send the goods by Royal Mail Special Delivery. You can collect a Special Delivery bag free of charge at your local Post Office. This will ensure proof of delivery and insurance of the goods whilst they are in transit. Simply enclose a note giving the reason for the return, wrap the package securely and send the package to our address: Fleur Jewellery Ltd, 1a High Street, Walton on Thames, Surrey KT12 1DG. Please remember to enclose a copy of your invoice. Alternatively enclose your name, address, e-mail contact or daytime telephone number. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box.

Simply print off the returns form complete the relevant information, place the item you are returning, with the completed form, into a padded envelope, affix the returns address label and correct postage (you may wish to re-use the envelope your goods arrived in).

Send it to us using Royal Mail "Signed For" service, for items of higher value we would recommend Royal Mail "Special Delivery" service which offers full tracking and insurance. Costs of returning goods to Fleur Jewellery Limited are the responsibility of the customer. We do not accept responsibility for returned goods until they have been received by us.

All returns require Proof of Purchase; your order number can be found on your invoice/delivery note/confirmation email.

We endeavour to handle exchanges and refunds within 24hrs of receipt, although at busy exchange periods such as Christmas we may need slightly longer.

All exchanges are despatched using Royal Mail 1st Class "Signed For" service. Should your exchange be of an urgent nature, Royal Mail "Special Delivery" service can be purchased. In some instances it is quicker and easier to place a new order for the correct item and return the original item for refund.

Items can be returned to our Head Office which is our store at the following address:

Fleur Jewellery Ltd

1a High Street

Walton on Thames

Surrey

KT12 1DG

Please ring us on our helpline number below or email us if you have any queries about returns;

Tel: 01932 252280

Email: customerservice@fleurjewellery.com

Faulty or Damaged Items

If you are returning an item because of an error on our part or because it is defective, we will be happy to either replace the product or offer a refund for the value of the goods and postage returned upon receipt.* *If damaged in transit customer needs to notify us by 3pm the following day. If you need to return an unused item then you can do so within 14 days for an exchange or refund as required (this does not affect your statutory rights). Full details of how to return items will be sent with your order, or call 01932 252280 for advice. We promise to either refund or exchange any item, except earrings, within 18 days of the date of online purchase, unless items are damaged. We will not offer a refund on damaged items. We will also not offer a refund on sale items as they are heavily discounted for quick sale. We can accept items bought online to be returned in store as long as they are returned in perfect condition and with proof of purchase. We can offer an exchange, credit note or refund under the discretion of the director.

Incorrectly Ordered

We will accept the return of any item that has been incorrectly ordered by you provided that the products returned are in a resaleable condition. We will not be held responsible for the cost of postage for returned goods. All incorrect orders returned to us will be subject to a 10% restocking charge. Please note that jewellery made to order especially for you cannot be returned.

To return a gift

Cash refunds for a gift can only be made to the payment card used to purchase the goods.

Faulty or Damaged Items

We may amend these Terms and Conditions from time to time without notice and will post the new version on this website when we do so. Your continued use of the Website will signify your acceptance of those new terms.

Packaging

All gifts arrive gift wrapped and in a Fleur Jewellery Ltd box. For shipping, fragile items are wrapped in bubble wrap and securely packed.

Sale Items

We offer seasonal discounts to loyal customers via discount codes and we also reward customers that introduce a friend to our website. We also hold a January Sale and with regret there is no exchange or refund on sale items as they are discounted for quick sale.

Gift Vouchers

We can offer gift vouchers for any denomination and all of our gift vouchers are valid for twelve months from the date of issue.

Privacy Notice

This is the website of www.fleurjewellery.com. By signing up to our mailing list as well as any purchases you have made you is bound by our terms and conditions. The terms and conditions are set out below.

Fleur Jewellery is an independent retailer of jewellery based at 1a High Street, Walton -on- Thames, Surrey, KT12 1DG. The Company registration number is: 7479389. Our VAT registration number is: 114 2758 31.

To adhere to our terms and conditions you must have registered your details with us on our website and if an item is purchased you must be the owner of the credit/debit card.

Consent - When you register with us we will require the following personal data & information:
1. Your name, address, telephone number, email address, full valid details of your credit or debit card including card number, expiry date, security number, issue number and the name on your card.
2. By using this website, you signify your consent to us collecting and using personal data about you as specified below in accordance with this policy statement. Should we choose to change these terms for any reason, the changes will be posted here so that you are always kept informed about the collection and use of your personal information, and when we disclose it.
How we may collect personal information about you and how we use it.
1. You may provide personal information when communicating with us. You may use our services and give your name and e-mail address to make a comment about our services or web site.
2. If you enter a competition or promotion we will ask your name, address and e-mail address.
3. We will collect your personal details when you make an order.
4. We will collect information about your interest in the site when you tell us and by analysis of customer traffic, including using "cookies". We may use personal information collected about you to help us develop the layout of our website to ensure that our site is as useful, easy and enjoyable as possible. We may use personal information collected about you to let you know about functions on our web site or changes to our terms and conditions of use.
Traffic data, we may provide aggregate statistics about sales, customers, traffic patterns and information to third parties, but these statistics will not include any information that identifies you.
Disclosure policy
1. Your personal information will never be passed onto a third party. However, we reserve the right to access and disclose individually identifiable information to enable us to comply with applicable laws and lawful Government requests to operate its systems and to protect itself or its users.
How do we protect your information?
1. We have strict security procedures covering the storage of your information in order to prevent unauthorised access and to comply with the terms of the Data Protection Act 1998. This means that sometimes we may ask you for proof of identity or for other personal information before we can process your enquiry further.
What are cookies and how are they dealt with?
1. A cookie is a piece of information that is stored on your computer's hard drive. It is normally sent by a web server to you and enables the server to collect information back from your site visit.
How to contact us If you have any questions regarding this policy please contact us by email to customerservice@fleurjewellery.com.
1. If there are any problems with the despatch of your item we will contact you either by phone number or via the email address that you gave us at registration.

We reserve the right to refuse any transaction as well as the right to remove items off the website at any time.

The price of goods is inclusive of VAT but we reserve the right to amend prices at any time.

Fleur Jewellery is committed to maintaining your privacy and thus we promise that the data that you submit when placing an order will only be used by us for the purposes of meeting your customer services requirements. We promise that we will never pass your details onto third parties; we will however use your details for marketing purposes to advise you of any special offers, new stock alerts or additional services that we can offer.

Contact Fleur Jewellery

Please let us know if there is anything we can do to improve your jewellery shopping experience.

By Mail:

Customer Services

Fleur Jewellery

1a High Street

Walton on Thames

Surrey

KT12 1DG

By Phone:

To place your order do so online or alternatively call us on Tel: 01932 252280.

Our phone lines are open from 10.00am to 5.30pm Monday to Saturday.

Online:

Email: email us anytime at: customerservice@fleurjewellery.com