SATISFACTION

Your satisfaction is our primary goal when we produce any item. All items are custom made by us in the UK or imported and customised by us in the UK. We take great care to ensure the highest quality of workmanship and materials.

Please ensure that you take care when typing in your required wording as we will only replace items if the mistake was made by us.

SILVER CARE

Silver tarnishing is a natural process due to Hydrogen Sulfide contained in any substance/material coming into contact with the silver including, but not limited to, oils in the skin, some foods and environmental factors. For more information on how silver tarnishes and what can affect it, you can do a simple search on Google.

To clean your silver items we recommend using either anti-tarnish silver polish wipes manufactured by a well established jewellery care brand or Goddards Silver Dip, both are available in many larger supermarkets or online. A standard silver polish does not usually contain the cleaning agent necessary to disolve away tarnish.

RETURNS, REFUNDS & EXCHANGES

You may return for refund any non personalised or non custom made to order item with the exception of any Cremation Ashes/Urn Jewellery, if we are contacted within 14 days of receipt and the item is returned back to us within 30 days of receipt in its original condition. Cremation Ashes/Urn Jewellery is not eligible for return due to the nature of the item. All items being returned must be in their original condition and packaging including any gift box. 

Please note that we do not refund the gift wrapping.

Personalised items and custom made to order items are non returnable. Some of our non personalised items are custom made to order including some pendants (please contact us before purchase if you are unsure of elibility for return), all initials/pendants with initials and all St Christopher pendants with Travellers Prayer. Please take care when entering your engraving requirements as they will be copied exactly.

All items are inspected before refunds or exchanges are processed.

Your order postage will only be refunded at the basic postage level offered and any additonal cost if you chose to upgrade the postage is non refundable.  If your order contained more than one item, your order postage will be refunded at the basic level only if all items in the order are returned and are eligiable for return - partial returns are not eligble for refund of any of the order postage.

The buyer is responsible for the return postage costs. We are not responsible for returns that have not been received back by us.

If you have received the wrong item, something is missing or there is a spelling mistake made by us, please send us a message using the Contact Us form quoting your order number and details of the issue. We will request photos of the issue for our records before we can proceed with any replacement and we may also request return of the item.

The buyer is responsible for inspecting the item(s) upon receipt for any defects and reporting to us immediatly (within 2 working days) should any be present using our Contact Us form or email: info@lovesilver.com so we may remedy the situation.  We will ask for a photo and/or ask for the item(s) to be returned to us for inspection. 

If there is a possibility that the item is faulty we may ask for images or for you to send the item back to us for inspection before an exchange is sent.

When you are returning items please ensure you include a note with your order number, full name and address and a brief explanation of the issue. This will avoid any delays when the item is received. If the issue is due to our error we will advise what postage level to use when returning an item if applicable.

All returns and exchanges are subject to a handling fee per item, this is for sanitising the items before we are able to re stock them. This is applicable even if the item is unworn. The fee for silver and gold plated items is £3.00 and for solid gold items £7.00.

To return/exchange an item, please use the CONTACT US form or email us at info@lovesilver.com including your order number, name and address and one of our team will get back to you to advise of the correct process to follow for your order.

If you require an exchange, please note this clearly inside the packet along with details of the item you would like in exchange. Please include your order number, name, address and your contact number. We will use this number to call you to take payment for any difference in cost, labour (if applicable) and postage & packing.

GENERAL TERMS

Ordering - When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. You must check all the details on the confirmation email are correct and contact us immediately if any details are incorrect. We will indicate acceptance of your order, and hence a contract between us, when we send you a shipment notification. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Please note that we are not responsible for addresses that have been entered incorrectly at checkout, and ask that you check the address on your order confirmation. If you have not received one, please contact us immediately. If your order has not been dispatched we will of course amend the address. Please note we do not send out replacements or issue refunds where the address has been entered incorrectly, but wait for Royal Mail/the applicable carrier to return the order to us. Once received back, we will contact you to request the correct full address and shipping payment for the item to be resent.

Delivery Delays Due to Industrial Action - We dispatch promptly within stated timescales however on occasion circumstances beyond our control can delay delivery of your item(s).  In times of carrier industrial action (strikes) your item(s) may be delivered shortly after a guaranteed delivery date due to no service from the carrier on the days of a strike. As we have no control over such situations, we regret we cannot refund any additional postage paid for a guaranteed shipping service (your item will still arrive quicker than non-guaranteed standard shipping) nor do we accept returns of personalised/custom made to order items due to a delivery delay.  The main carrier we use is Royal Mail - please be aware of any up and coming strike action and order in good time to cover these eventualities.

Back Orders & Out of Stock - If your item is not in stock for any reason, we will usually be able to have this on a back order for you. You will always be e-mailed with the option to cancel your order if you would rather not wait.

Taxes & Duties Charges - All orders shipped within the UK are subject to 20% VAT, which is included.  Orders for delivery outside the UK may be subject to local import taxes and duties. Any payment of import taxes and duties which may be due is the sole responsibility of the recipient specified on the delivery address in the destination country.

Credit Card Security - When the order is placed on our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our merchant account. They are not held in clear text on any web site or by us.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

We fully comply with all the regulations set by Trading Standards.

We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

Should you have any further queries not covered here or in our FAQ , please CONTACT US or call on 020 8953 7833.

Our admin office opening hours are Monday to Friday 10am to 4pm.

This web site is owned and operated by Christopher James of London Ltd who are completely dedicated to your total satisfaction.

The company is registered in the United Kingdom. Company Number - 06807882. VAT Number - 985571959.

Registered address - Christopher James of London Ltd C/O ClearFin Accountants Limited, Churchill House, 137-139 Brent Street, London NW4 4DJ

Please note this is not our returns address. For returns please visit the CONTACT US page.