Delivery & Returns
DELIVERY CHARGES
UK Customers
Royal Mail Signed For® 2nd Class - FREE on orders over £75
Royal Mail Signed For® 2nd Class - £5.50 on orders under £75
Royal Mail Special Delivery Guaranteed® (Monday - Friday, on orders placed before 3:00pm) - £20
If you would like your item sooner or delivered on a Saturday, please contact us and we will do our best to accommodate you. This service may incur an additional charge.
Overseas Customers
Prices for International Tracked (Tracked & Signed where applicable) - from £20
DESPATCH
Despatch times will vary according to what item you have ordered. If we have the item in stock, we aim to despatch within three working days*.
If we are making your item especially for you (eg. rings made to a specific size), then please look for the manufacturing times detailed on each product page. Unfortunately, we cannot hold all our designs in all the finger sizes and consequently 99% of our rings are made to order.
If you require an urgent delivery, please email our customer service on online@lancejames.co.uk to discuss your requirements and we will endeavour to progress your order with our express service. Remember to allow for both the despatch time as well as Royal Mail’s delivery time.
In the unlikely event that the despatch of your order from Lance James is delayed for any reason, we will contact you immediately by email or telephone. Please note, however, that we are unable to leave a message on an answerphone.
DELIVERY
UK Deliveries
Our deliveries are made by Royal Mail Signed For & Special Delivery next working day services. However, only Special Delivery is guaranteed. (Saturday deliveries are available on request).
Your order will be securely packaged and insured against loss, damage or theft during transit. Please make sure that you inspect the package for damage or tampering before receiving or signing for receipt.
You will be asked to sign for the parcel and this will be used as proof of delivery. Please ensure that the address you provide us with is secure and that you are able to sign for delivery. Please note, once your item(s) have been despatched, they are no longer the responsibility of Lance James the Jewellers.
Please note that Royal Mail services are sometimes affected during peak holiday times, so please allow sufficient time to place your order. Lance James the Jewellers cannot be held responsible for events outside our control eg. strikes, delays at Customs, adverse weather conditions.
If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then repeat delivery costs will be charged.
Overseas Deliveries
All our overseas deliveries are made by Royal Mail International Tracked (& Signed For, where applicable) service. Please ensure that the address you provide us with is secure and that you are able to sign for delivery.
Royal Mail and courier services are sometimes affected during peak holiday times, so please allow sufficient time to place your order. Lance James the Jewellers cannot be held responsible for events outside our control eg. delays at Customs, adverse weather conditions. Some more remote locations may take slightly longer than quoted.
Once your item(s) have been despatched, they are no longer the responsibility of Lance James the Jewellers.
If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then repeat delivery costs will be charged.
RETURNS
We want our customers to be 100% happy with their purchase and we will endeavour to help you with your return query.
We are pleased to accept returns of a stock item as long as they satisfy our returns criteria detailed below.
However, please be aware that as a manufacturing jeweller, we cannot hold all our stock in all sizes and so most of our sales are made to order to fit our customers. If for some reason, you are not happy with the fit of the item purchased, please do let us know and we will try our best to help. Please understand that a refund or exchange is not normally possible but we will try our best to find a solution.
RETURNS CRITERIA
Customers within the UK should return items in a saleable condition within 14 days of receipt. Overseas customers must return items within 28 days of receipt. Your rights to return goods are protected under the Consumer Contracts Regulations – June 2014.
All items must be returned unworn, in their original packaging together with proof of purchase and all associated material.
Unfortunately, the following items are not eligible for return:
- bespoke items, one-off commissions and items made to order
- items that have been customised, sized, engraved or personalised in any way
- Any items showing signs of wear or tear, or damaged in any way
- Items that have been worked on by a jeweller other than Lance James
HOW TO RETURN AN ITEM
- Inform us by email to online@lancejames.co.uk that you wish to return an item.
- Once you have received authorisation from Lance James, please return your item using Royal Mail’s Special Delivery service or if overseas, we strongly recommend that you use a trusted service and use the appropriate insurance within 5 working days of the date of the authorisation.
- Please return your items to: Lance James the Jewellers, PO Box 13373, Chelmsford, Essex, CM1 9LX.
- Make a note of the tracking reference provided by your chosen courier. Please ensure you keep proof of posting as Lance James the Jewellers Ltd cannot be held responsible for items that are lost or damaged on their return to us.
- All items returned will be checked by our experts before a refund is processed.
- Overseas Customers returning goods must mark their return shipping documents/waybill with "Return of British Goods". Otherwise, you will be liable for any British customs duties or taxes charged on your returned item.
REFUNDS
We aim to make a refund within 10 working days of receipt of the returned item(s) although this may vary during busy periods. All refunds will be made by the same method of the original payment; refunds may take up to 5 working days to appear on your statement. We are unable to refund the postage & packing charge for any customer unless the item(s) returned were faulty or damaged. In this case, please notify us immediately by email to online@lancejames.co.uk.
We are unable to refund any custom duties fees for our overseas customers.
WARRANTY
In the unlikely event, that your jewellery requires repair, Lance James the Jewellers offers a 12 month warranty from the date of purchase on the production of proof of purchase. This warranty guarantees against defects in manufacturing and workmanship and does not apply to general wear and tear, abuse, misuse or physical damage whether accidental or otherwise.
If the item has been in any way tampered with or altered by the customer, another jeweller or any other third party, the warranty and the returns policy will cease to apply and the item becomes non-refundable and non-returnable.