These terms apply when you buy from us through this website. Please read them before you order: they explain who we are, how your order becomes a contract, and your rights, including your right to cancel. Nothing in them affects your legal rights as a consumer.
In short: you can cancel most orders within 30 days of delivery for a full refund of the piece; pieces made to your own design or resized for you can't be cancelled unless they are faulty; and if anything is faulty the law protects you and we will put it right.
About us
This website is run by Nellys Diamonds Limited, a company registered in England and Wales under company number 17478508, with its registered office at 23 Goodlass Road, Liverpool, L24 9HJ. We trade as Nellys Diamonds.
You can reach us by email [email protected]. If we need to contact you, we will use the email address or phone number you gave us with your order.
These terms
These terms apply to consumers: people buying for themselves, not for a business. We deliver to addresses in the United Kingdom only. We may update these terms from time to time; the version on this page when you place your order is the one that applies to it.
Our jewellery
Every diamond we sell is laboratory-grown. Laboratory-grown diamonds have the same crystal structure, hardness and optical properties as diamonds from the ground; they are grown rather than mined, and we describe them as laboratory-grown throughout.
We describe and photograph every piece as accurately as we can. Diamonds and precious metals are natural materials, so small differences in colour, sparkle and finish from the photographs are normal and are not a fault. Diamond weights and grades are given as described on the piece's page or its certificate.
Some pieces are made to order in the metal, size and carat weight you choose. The time it takes to make a piece is shown on its page and confirmed in your order email.
Bespoke pieces, designed with you through a consultation, are agreed separately, in writing, before anything is made. The design, price, deposit and timescale we agree then form part of our contract with you alongside these terms.
Your order
Placing an order is an offer to buy. We accept it, and the contract between us is formed, when we take your payment and email to confirm your order. We may decline an order, for example if a piece has sold out, or if there is an obvious error in its price or description, and if we do, we will tell you and refund everything you have paid, in full.
Prices and payment
Our prices are in pounds sterling and are the total price for the piece, including VAT where it applies. Delivery charges, if any, are shown before you pay. Card payments are taken securely by Stripe; we never see or store your full card details.
If we discover that a price shown was obviously wrong, we will contact you before your order is accepted to ask whether you want to continue at the correct price, or to cancel.
Delivery
We explain our delivery services, charges and timescales on our Delivery & returns page, and you choose your service at checkout. Every parcel needs a signature on delivery.
The piece is your responsibility once it has been delivered to you, or to someone you nominate. It becomes yours once we have received payment in full.
If we do not deliver within the time agreed, or within 30 days of your order if no time was agreed, you may treat the contract as ended and we will refund you in full, as the Consumer Rights Act 2015 provides.
Your right to cancel
The law gives you the right to cancel within 14 days of receiving your order, without giving a reason. We give you longer: 30 days from the day your piece is delivered.
To cancel, tell us clearly, by email to [email protected] is quickest. You can use the model cancellation form at the end of these terms, but you don't have to. We will acknowledge your request by email.
Then send the piece back to us within 14 days of telling us, unworn and undamaged, with its packaging and any certificates. You are responsible for the cost of returning it, and because jewellery is valuable we strongly recommend an insured, tracked service such as Royal Mail Special Delivery. The piece remains your responsibility until it reaches us.
We will refund the price of the piece, and the cost of delivering it to you at our standard delivery rate, within 14 days of receiving it back (or of receiving proof that you have sent it, if that comes first). If you chose a more expensive delivery service, we refund only the standard rate. We refund to the card you paid with, and there is no fee.
We may reduce your refund if the piece has been worn, altered or handled beyond what you would need to examine it, as you might in a shop.
When you can't cancel
The right to cancel does not apply to pieces made to your specifications or clearly personalised, including:
- bespoke pieces designed with you;
- pieces made in, or resized to, a size you asked for.
This does not affect your rights if one of these pieces is faulty.
If something is wrong
Every piece must be of satisfactory quality, fit for purpose and as described. If it isn't, the Consumer Rights Act 2015 gives you:
- up to 30 days from delivery to reject it and get a full refund;
- after that, the right to a repair or replacement, and a price reduction or refund if that doesn't put it right;
- up to six years to bring a claim.
Contact us at [email protected] as soon as you notice a problem. If a piece is faulty, we will pay the reasonable cost of returning it to us.
Gift cards
Gift cards are bought and spent in pounds sterling on this website. They cannot be exchanged for cash. A gift card is paid for when it is bought, so if you cancel within 14 days and the card has not been used, we will refund you in full. Keep your gift card code safe: anyone who has it can spend it.
Our responsibility to you
If we break these terms we are responsible for loss or damage you suffer that is a foreseeable result of that, but not for losses that were not foreseeable. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights as a consumer.
We are not responsible for delays caused by events outside our reasonable control. If one happens, we will tell you, keep the delay as short as we can, and you may cancel for a full refund if it goes on for a long time.
Complaints
If you are unhappy, please tell us at [email protected] and we will do our best to put things right. If we cannot resolve your complaint between us, we will tell you in writing, give you the details of an approved alternative dispute resolution provider, and say whether we are willing to use it. You can also get free advice from Citizens Advice on 0808 223 1133, or at citizensadvice.org.uk.
Your information
We use the information you give us only as explained in our Privacy notice.
Law and courts
These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland you can also bring them in the courts where you live.
Model cancellation form
Complete and return this form only if you wish to cancel.
To: Nellys Diamonds Limited, 23 Goodlass Road, Liverpool, L24 9HJ. Email: [email protected]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number (if you have it):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: