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To order items from the website you will follow the ordering procedure set out on the ordering pages of our website.
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The submission of your order on our website is an offer to buy from us. There will be no contract between you and us until payment has been made in full by you and we have sent an e-mail confirmation of your order to you. At any point prior to the sending of the e-mail confirmation to you we may decline your offer and any money paid by you will be returned to you.
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If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you except to ensure that you are not charged for the item and that should you have already made payment for the item, you are refunded in full.
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Orders placed for delivery outside the UK without the required international postage supplement will be cancelled and any payment returned in UK Sterling (£) we shall not be liable for any exchange rate or consequential losses incurred.
- Bespoke Pieces - For all bespoke pieces, please note, once the order has been confirmed, you have 24 hours to cancel the order or there will be a 100% production fee for cancellation. Thereafter the full amount will be liable. Returns or amends will not be accepted once the jewellery has been produced.
Klarna
In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.
General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy.
Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit.
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The price payable for the items you order is the price stated on the website at the time you place your order and will be confirmed to you during the ordering process. We may change the price of any item at any time before you place your order
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We try to ensure that the prices displayed on the website are correct and accurate. In the event of a pricing error and where the correct price for an item is higher than that stated on the website or your order we shall notify you of such and you may cancel the order and decide whether to reorder the item at the correct price.
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All prices are expressed inclusive of any VAT payable unless otherwise stated.
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You must pay for the items you order at the time you place your order on the website. All payments must be made in UK pounds sterling.
Warranty and Returns
Please contact us at hello@heavenlylondon.com quoting your order number for instruction on how to return your item.
After receipt of goods, if you are not satisfied with your purchase, or simply change your mind, then you can return your item within 21 days.
The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original packaging. Items that appear worn or used will not be refunded and returned to the customer.
Our policy lasts 21 days. The purchased item you wish to return must be received by us within 21 days of receiving your order.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A full refund of the item/s (excluding any delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
Unfortunately our shipping costs are non-refundable and we ask you to pay the cost of any returns back to us. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.
We cannot repair damage to any items that exceed 6 months from purchase. Any damage incurred by the customer from mis-use cannot be repaired.
Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions on how to avoid this.
All products are covered by our standard 6 month warranty to cover any manufacturing defects. Please note the warranty is void if any damage is incurred by the customer, including any damage caused by perfumes or exposure to some chemicals.
Any lost items cannot be replaced or refunded.
We do not accept returns on earrings due to hygiene reasons however we will make exceptions if the earrings are unworn.
Special Orders and Bespoke Jewellery
Items that are specially made to order, including but not limited to bespoke designs or jewellery customised to a specific size, engraving, or design, are non-returnable and non-refundable. These pieces are created specifically to meet individual requirements and, as such, cannot be restocked or resold.
If you have any questions about our policies or need assistance with a special order, please contact our customer service team before placing your order.
Sample Sale
Any items purchased is a SAMPLE SALE from our website are non-refundable and non-returnable.
