our terms and conditions....

Our Products:   most of our items are fashion/costume jewellery and contain no precious metals or stones unless otherwise stated. There may be tiny manufacturing scuffs and imperfections on the jewellery but if present, these would be tiny and unnoticeable when worn. Where the term "Swarovski" is used, this refers to the crystals which are manufactured by Swarovski for many jewellery designers - the product is not produced by the Swarovski brand.

Please note that Kenneth Jay Lane pieces are hand-finished and as a result, there may be slight variations between items of the same style.  KJL products are manufactured in several countries but the majority are produced in the USA. If you have any concerns or questions regarding the finish/appearance of our products, please contact us.

Our Packaging: we provide our own gift packaging or the designer's branded packaging where this is provided.  Please note that Kenneth Jay Lane Couture pieces do not come with branded packaging.

Stock Availability: we strive to ensure our inventory is up to date.  However, on the very rare occasions where an item is out of stock, we will contact you as soon as possible to cancel the order and payment (if applicable).

Payment Methods: all bids/purchases are binding - please ensure you are able to make payment before completing a transaction.

We prefer PayPal.  We will despatch your item once your payment has cleared.  We can also accept credit and debit card payments over the phone - please contact us for more information.

For all items listed in US$ on eBay.com, we can only accept PAYPAL in accordance with eBay regulations. 

For items listed in GBP£ sterling on eBay.co.uk with a value of over GBP£50.00, we also accept INTERNATIONAL bank transfers.  If you wish to pay by this method, the buyer pays all bank charges and fees associated with the transaction which is in GBP£ Sterling.  Please note: we are unable to make refunds by bank transfer.   If you wish to return an item, we can offer an exchange where available or store credit.  Please contact us for more information.   

If payment is not received within 7 days, an EBAY Unpaid Item Dispute will automatically be initated.   If payment is not received in a further 7 days, unless you have contacted us to let us know payment is on its way, we will cancel your transaction and re-list the item.   

If you have any questions or problems regarding payment, please let us know as soon as possible.

Shipping/Postage charges: all payments must be received and authorised before shipment.

We offer a flat rate charge for UK delivery by Royal Mail:

UK standard delivery by Royal Mail 1st Class for £2.50 flat rate per order (£3.25 if you choose the recorded delivery option) A signature may be required on receipt. Delivery is generally next business day after despatch but it can take longer. If your order is required for a specific date, we recommend you select the Royal Mail Special Delivery option.. If no-one is available to sign for the package, it will be retained by the post office to await re-delivery or collection. We recommend you use a secure delivery address.  

UK next day (Special) delivery costs a flat rate of £5.95 per order and is available for orders placed before 11am - please select the Special Delivery option at checkout. We use Royal Mail's Special Delivery service which guarantees delivey by 1pm the next business day after despatch. This service requires a signature on receipt. Please note that Royal Mail do not guarantee delivery on Saturdays or Public Holidays. Orders placed after 11am will be posted the next business day. Delivery to some areas of the UK (Highlands and Islands) may take longer. If no-one is available to sign for the package, it will be retained by the post office to await re-delivery or collection. We recommend you use a secure delivery address.  We reserve the right to substitute this service for a courier service if necessary.

Estimated delivery times for international orders is 5-7 business days but please allow up to 21 business days for your order to arrive. USA customers, please note that delivery by USPS can vary greatly and can take up to 21 business days.

If you require expedited international delivery by UPS courier, please see the listing for charges or contact us to discuss options and charges. 

For customers outside of the EU, please be aware that it is your responsibility to pay any import taxes/customs duties. If you have any questions regarding international delivery, please contact us for assistance.

Late and lost deliveries:  if your delivery has been delayed (7 days for UK and 14 days for international since despatch) please contact us and we will assist with tracking the package, where possible. Often a delivery attempt has been made but a card has not been left.  We cannot refund or replace lost items until 15 working days after the date of despatch (25 days for international items) as this is when Royal Mail considers items as being lost.

For international items, the package is handled by more than one postal service. We cannot guarantee delivery times as this is the responsibility of the destination postal service. Delays are possible due to customs clearance - this can take up to 2 weeks. We always recommend you use a secure delivery address.

For customers outside the European Union - please note that we are not responsible for delays caused by Customs clearance or duties/import taxes levied in your country.

Obviously you, the customer, recognise that we rely on Royal Mail's postal service, UPS (or other national carriers for overseas deliveries) to perform the 'contract'. If you do not receive your item within 7 working days (UK orders) and 14 working days (International orders), please contact us and we will assist.

We monitor the performance of our carriers continuously. Whereas we have so rarely had a complaint about the quality of our goods, there have been a very small number of occasions (less than 0.01%) when due to circumstances entirely beyond our control our goods have not arrived by the requested time. In these cases, we have always worked with our customers to resolve the situation satisfactorily.

Returns: with the exception of  pierced earrings or cosmetic items (for obvious hygiene reasons) and goods sold by eBay AUCTION, we offer a 100% Satisfaction Guarantee. In the unlikely event that you are unhappy with your purchase, please let us know by email within 7 days of delivery so we can authorise a return. Unauthorised returns will be rejected. Please send the item back within 14 days of delivery. Once the item has been returned in its original, unworn condition (with packaging/tags attached if appropriate), we will issue a refund to your Paypal account or offer an exchange if preferred/available. Goods returned damaged or worn will be returned to you and no refund made.

Please note we are not responsible for postage costs or postal losses on returned goods - please ensure that you use the appropriate postal service for your item and obtain proof of posting. We recommend you use an insured and registered service.

International customers - please ensure the item is clearly marked "RETURNED GOODS" on the customs form to avoid additional import charges. If such charges are incurred when the item is returned, this will be deducted from the refund. Please contact us for more advice regarding returning goods.

All items are checked prior to despatch. In the unlikely event that your item is lost in transit or arrives damaged/faulty, a full refund will be issued once the item has been returned to us (if appropriate) or sufficient time has elapsed so that the item is considered lost by Royal Mail. We will reimburse you for reasonable shipping costs involved in returning the goods. Where the initial payment was by credit/debit card or Paypal, then the refund will be made back to your credit card/bank account or Paypal account. If however payment was by cheque, then the refund will be posted to you by cheque promptly. Our major concern is to maintain our happy relationship with you, our customer.

Feedback: we see feedback as confirmation that you have received the item and are happy with your purchase.  As a result, we will leave feedback once positive feedback has been received from you.  If there is a problem or you are not happy with any aspect of your buying experience, please contact us before leaving feedback.  We believe in the importance of excellent customer service and are keen to resolve any issues. 

Other Questions? just ask using the Contact Us link or eBay messaging system - we endeavour to respond within 24 hours, usually much sooner....