Terms & Conditions - Lloyds Family Jewellery™️

Lloyds Family Jewellery Terms & Conditions

Everything you need to know

Quick jump to a section

13. Jewellery Price Fluctuation

14. Online Ordering & Security

1. Company Details

Office address:
North Shore Road
Stockton-On-Tees
TS18 2FN
United Kingdom

PLEASE NOTE: No stock is kept at the above address which is used for office use only.

Tel: 0800 002 9905
Int: +44 800 002 9905
Fax: 0800 002 9906
Email: [email protected]

This page states the 'Terms and Conditions' under which you may use the Lloyds Family Jewellery website. If you do not accept the Terms and Conditions stated here, do not use this website and service. By using this website, you are indicating your acceptance of these Terms and Conditions. These terms can be viewed at any time, you will also have the opportunity to view these terms before placing your order. You may print a copy of this contract (terms & conditions) or save a copy to your personal computer. Please review our terms when using our website in the future as our terms may change from time to time.

The terms 'You', 'User' or 'Customer' as used here in refer to all individuals and/or entities accessing this website for any reason.

2. Order Acceptance

Before processing your order we may check your details with fraud prevention and protection agencies. You have a right to know the information provided by these agencies and the information we hold about you, you may receive a copy if applied for in writing. We reserve the right not to accept an order for any reason (see below for examples). We do not specially order multiple items in order to choose between them, we may offer multiple stock items for this purpose at our discretion.

We do not have the stock to fulfil the order
We are unable to deliver the product to your area.
An item was incorrectly priced or described on the website.
Your payment was not authorised.
If you have not complied with our terms and conditions of sale.
We have reason to suspect fraud.

3. Stock Availability

No stock is kept on premises, we order items from numerous manufacturers as orders are placed, enabling us to keep costs and final prices low. For this reason it is not possible for us to keep live stock details online. No item should be presumed to be in stock unless stated. We will update you on the lead time of your item/s within 24 hours of placing your order (Monday - Friday excluding public and bank holidays). We only give average and approximate lead times online. If required by a particular date, we advise you to check lead times with us by email or telephone before placing your order.

4. Payments

Payments made by credit or debit card can only be accepted if it passes all security checks. Your cards security code must match your card and the billing address provided must be the registered address for the card (address registered with your bank). We may require a form of ID in some cases.

5. Delivery Address

For security reasons our policy is to only deliver to the registered billing address of the customers payment card. Please note: we can not deliver to a temporary address such as hotels or a PO Box address. You must have access to the authorised billing address, if you have since moved address or do not have access please ensure you let us know so that this can be stated on your order details. If you require delivery to an address other than your registered billing address, this is done at our discretion, we may request one or more forms of identification showing your name and billing address. ID may include: driving license, passport or utility bill (dated within the last 3 months). We may request this information at any point in the order process.

6. Delivery Dates

All delivery dates quoted by us at the time of your order and after are approximate. We will make every effort to ensure that we honour estimated delivery dates, it is possible that circumstances beyond our control may cause delivery dates to be changed.

7. International Delivery

International delivery is offered at our discretion. It is the customer's responsibility to pay any import taxes/duty applicable in your country, you may want to check if this applies to you before placing your order. For security reasons we can only deliver to the registered billing address on all international orders. We may need to request additional identification for security reasons.

8. Ring Sizes

8.1. Surcharge

All prices quoted are based on a standard UK size of approximately size M. Due to additional precious metal and or additional diamonds or gems required, some larger rings may incur a surcharge, where ever possible we will try to keep prices from increasing.

Half Eternity: Some of our half eternity rings need additional diamonds in larger ring sizes. However most of our half eternity rings are considered 40% to 50% depending on ring size unless otherwise stated.

Full Eternity: Full Eternity Ring prices are based on size M, each size up may require additional stones as well as extra metal content.

Plain Wedding Bands: Price is based on metal weight, additional charges for larger ring sizes are generally added automatically at point of sale.

Top set rings: Some rings such as engagement rings with stones set at the top with plain bands may incur a surcharge above size P. This can vary depending on ring size and metal type.

8.2. Wrong Size

If you have ordered the wrong size in a standard item you may return it to us for an exchange within 30 days if item is in its original condition with tags attached if applicable (see full exchange details in section 19 Cancellation Policy & Exchanges). Delivery times on the exchanges vary depending on stock availability. If your preferred ring size is out of stock there will be a lead time of approximately 6-8 weeks on average. We may offer re-sizing at our discretion*, however there are costs involved.

*Certain rings cannot be re-sized including eternity style rings, channel settings and tension settings, so please be sure of the ring size before placing your order. Rings can only be sized within reasonable parameters i.e. we may not be able to size a ring too much up or down as this may adversely affect the rings shape or settings. Sizing costs vary depending on the metal type and number of sizes up or down.

9. Packaging

We provide jewellery packing with each order including a jewellery presentation box for your rings, earrings, pendants etc. The style and material of these boxes may be subject to change without notice depending on stock availability. Upon the purchase of multiple items such as earrings and pendants we may use a single presentation box, if seperate boxes are required for each item please let us know. Postage costs are applicable for additional presentation boxes required after the initial delivery of your order.

10. Bespoke Items

Items which have been made especially to the customers requested specification are excluded from cancellation, returns or exchanges, see section 19 for details.

11. Price Promise

If you find an item cheaper elsewhere we will endeavour to match or beat the price, providing, in our opinion, the following conditions are met.

The items must be identical.
The price must be inclusive of VAT and any additional charges.
The item must be new and not end of line or returned stock.
You must be able to verify the price e.g. written quotation or link to an online product.
The alternative item must be currently available.
Price promise only applies to goods available in the UK.

12. Data Protection

If you would not like to receive future promotional emails or newsletters from us do not tick the appropriate box at checkout. If you currently receive emails from us and decide you no longer wish to receive direct marketing information please contact us, we will then amend our database to reflect your wishes and cease to send such information. You may also click the 'unsubscribe' box at the bottom of our emails.

13. Jewellery Price Fluctuation

Precious metal, diamond, precious and semi precious gem prices fluctuate substantially within a short span of time. Whilst we do our best to maintain prices, from time to time we may have to increase our prices. If our prices decrease after you have placed your order or after you have received your goods, you are not entitled to receive the difference back as goods have already been purchased from our manufacturers at the higher price.

14. Online Ordering & Security

As part of our continuing effort to protect our customers we may use identity checking services to confirm the identity of the customer. This is not a credit check and does not affect your credit rating. No electronic note, or 'footprint' is left on your record to say that a check has taken place, the information is not sold to third parties.

Anyone entering into on-line credit or other payment card transactions, will be provided with secure server access. The secure server software encrypts the information that you input before it is transmitted to us. To prevent unauthorised access, we follow legally required security procedures in the storage and disclosure of information that you have given to us. This means that sometimes we may ask for proof of identity before we disclose personal information to you.

See our Secure Shopping page for more information on how we keep you safe online.

15. Item Description

All sizes and weights quoted are approximate and may vary slightly in a finished item, sizes are quoted to the nearest 0.5mm. Occasionally mistakes can happen with price or product description. We are not obligated to fulfil orders for items priced incorrectly or with errors in the description or specification. Gemstones are natural materials and colours will vary, we will do our best to supply gemstones to the customers preference but variations will occur and we are limited by the materials available at the time of order.

16. Product Images

Our product images have been provided to give an example of the final product. As diamond, gemstone and metal are natural materials, they can vary in colour, shade and appearance from the product image. Photography lighting can also affect colour or shade so images will show jewellery in a brighter than normal light. Monitor settings also vary between computers. Product images are large to provide detail and do not represent the size of the actual item, pay close attention to the items dimensions.

17. Safety Disclaimer

Products are not recommended for children under the age of 5 years. Jewellery purchased for children should be worn under supervised conditions and all products should be stored out of the reach of toddlers. We will not take any responsibility for the use and safety of our products after purchase. This does not affect your rights in terms of replacement of faulty goods.

18. Guarantee on Jewellery

18.1. Jewellery Guarantee

All our jewellery is guaranteed against manufacturing defects for 12 months from date of delivery. Manufacturing defects may include; casting, plating or setting errors.

This guarantee does not cover damage, this may include: scratches, dents, cracks in metals (unless caused by a manufacturing error), damaged settings, broken/cracked/chipped or missing diamonds or gemstones.

Upon claiming under this guarantee we must inspect the item to establish how the issue has occurred which may include sending the item to the original manufacturer, this process may take up to 14 days. We may provide assessments and photographs if possible on request. Should the item be damaged and show no sign of a manufacturing defect then we may offer a price quote for repair if possible at our discretion.

Our manufacturer backed quality guarantee is not to be confused with a warranty or insurance, we send information on third party insurance providers with all orders and recommend customers take out their own insurance policies.

It is the customer responsibility to return the goods to us via insured and tracked delivery and cover postage costs, if the issue is found to be a manufacturing defect then you may make a claim for postage to be refunded. We will cover the costs of returning your jewellery back to you.

18.2. Watch Guarantee

We do not provide guarantees on watches, we only supply watches from third party brands and manufacturers who may have their own manufacturers guarantee still included depending on the age of the watch.

19. Cancellation Policy & Exchanges

If you are not completely happy with your jewellery purchase you may return it for a refund or exchange (some exclusions apply, see below). Simply inform us of your wish to cancel within 30 days of receiving your order. Please note all cancellations must be put in writing by emailing your sales person.

Upon submitting your cancellation request you have 14 days in which to return your order. Goods must be in their original condition with tags attached if applicable. Specially made items and ring sizes not available as a standard option are excluded from returns and can't be cancelled once production begins. Orders placed using credit facilities/finance must be returned within 14 days starting the day after you receive your order.

Refunds are processed upon receiving goods back into stock, or within 14 days of receiving proof of postage, whichever is sooner, once processed refunds usually clear within 7 days.

How to return: Simply tell us you would like to return your item within the cancelation time frame, all cancellations must be put in writing before returning goods; by email or post. We will reply to your request within one business day. Once your return is accepted we will send you instructions and the return address. Please quote your order number and surname in any correspondence to enable us to deal with your enquiry quickly.

It is the customers responsibility to ensure goods arrive back with us safely with the correct postage paid and postal insurance applied. Delivery on your initial order is free, subsequent deliveries for exchanged goods are charged at £7. If free delivery is offered on exchanges which are subsequently returned then postage will be deducted from any refunds issued. Lloyds do not take responsibility for lost parcels being returned to us. Please ensure the package is secure in a sealed parcel. We recommend returning via Royal Mail Special Delivery, as it is safe, reliable, tracked during transit and has insurance options up to £2500. The average cost of this service is £7.50 insured up to £500. If your jewellery is valued over £500 a surcharge will be added by the post office. If your goods are lost in transit, it is the customers responsibility to make any necessary claims.

Exchanges: We offer exchanges on standard products within 30 days of delivery, item must be in its original condition. For rings, the tag must still be attached. Return postage is to be paid by the customer. We can arrange a collection on request at a cost of £7 for UK parcels. Outgoing postage for your first exchange is free on orders over £200. Subsequent outgoing UK postage is charged at £7 per dispatch. Exchanges for international parcels are charged at £14 per dispatch. If there is a price difference in the new item this will either be refunded before dispatch, or if money is due this must be paid prior to dispatch. Should you exchange your item within the returns period then the returns period on the new ring is also renewed from date of delivery. If we agree to exchange after your initial 30 day cancellation period, this does not renew or extend the returns policy.

20. Returns Exclusions

We are unable to accept returns or exchanges (within 30 days or thereafter) on items which are listed below, we can also not cancel once production has started:

Specially made jewellery (including bespoke items)
Engraved jewellery
Ring sizes not displayed on the product page
Any item which has been modified
Items made in a different metal not advertised as standard

21. Refunds

If an order is cancelled and a refund has been authorised, any payments made to us will be processed for a refund within 14 days of receiving goods back into stock, or within 14 days of you supplying evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. Missing packaging or necessary repairs may be charged against your refund (we reserve the right to refuse refunds if goods have been damaged whilst in your care). Upon processing your refund, payments may take up to 30 days to show in your account depending on your bank, however most refunds show within 5 working days after being processed.

Voucher/Coupon codes: If discounts have been applied to your total order value as a result of multiple purchased items, you are not entitled to keep your full discount for the return of part orders.

22. Website Access

Although we will do our best to provide constant, uninterrupted access to the Lloyds Family Jewellery website, we do not guarantee this. We accept no responsibility or liability for any interruption or delay.

23. Use of Materials

For the purposes of this agreement, 'material' means material including, without limitation, text, graphics and sound material, published on Lloyds Family Jewellery website, whether copyright of Lloyds Family Jewellery or a third party. The Material may contain inaccuracies or typographical errors. Lloyds Family Jewellery makes no representations about the accuracy, reliability, completeness, or timeliness of the website or the Material. The use of the website and the Material is at your own risk.

Changes are periodically made to the website and may be made at any time. You may download and print extracts from the material and make copies of these for your own personal use only; not to be used for business purposes. You are not allowed to download or print the material, or extracts from it, in a systematic or regular manner so as to create a database in electronic or paper form comprising all or part of the material appearing on the Lloyds Family Jewellery website.

You shall not copy or adapt the code used to create the website pages. It is copyright protected. Attempting to decipher, decompile, disassemble or reverse engineer any of the software comprising or in any way making up a part of the website is prohibited. You must not reproduce any part of the Lloyd Family Jewellery website, or the material or transmit it to or store it in any other website or disseminate any part of the material in any other form, unless we have indicated that you may do so in writing.

24. Disclaimer of Liability

In no event shall the company, its suppliers or any third parties mentioned on the website be liable for any damages whatsoever (including, without limitation, incidental and consequential damages, lost profits or damages resulting from lost data or business interruption), as a result of your doing, or not doing, anything as a result of viewing, reading or listening to the material or any part of it or as a result of your inability to use the website and the material, whether based on warranty, contract, tort, or any other legal theory. We give no warranties of any kind concerning the Lloyds Family Jewellery website or the material. In particular, we do not warrant that the Lloyds Family Jewellery website or any of its contents is virus free. You must take your own precautions in this respect as we accept no responsibility for any infection by virus or other contamination or by anything, which has destructive properties.

25. Title of Ownership

All goods remain the property of Lloyds Family Jewellery until payment is made in full. For cases in which you receive goods that you have not paid for, you must pay for those item/s or return the goods within 30 days of receipt.

26. Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully. We are registered with the information commissioners office and the Data Protection Act 1998. Our data controller is Matthew Lloyd, Proprietor of Lloyds Family Jewellery.

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will give you the chance to refuse any future promotional and/or marketing emails from us. We will never collect sensitive information about you without your consent. Your information will not be passed to any third party.

The type of information we will collect about you includes:

Your name
Address
Date of Birth
Phone number
Email address
Credit/Debit card details

You can check any information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. Cookies are used to store small amounts of information on your computer, which allows certain information from your web browser to be collected. Cookies are widely used on the internet and do not identify the individual using the computer, just the computer being used. Cookies and other similar technology make it easier for you to log on to and use our websites during future visits. We use analytic software to keep track of visits to this website, cookies are able to generate pseudonyms for user profiles to log the activity of your IP address. This allows us to see which products and categories are most popular.

By using this website, you are indicating your acceptance of our Terms and Conditions (your contract). These terms can be viewed at any time here>>, you will also have the opportunity to view these terms before placing your order. You may print a copy of the terms & conditions or save a copy to your personal computer to readily look them up. Please review these terms when using our website in the future as they may change from time to time. We will send you a copy of your order details via email once your order has been placed, you can access your order details at any time in the customer login section. You may also request a copy of your order details at any time via email, details will be sent to the original email address used when placing your order.

27. Variation of Terms

These terms may be varied from time to time. Please ensure that you review these terms and conditions regularly as you will be deemed to have accepted a variation if you continue to use the site after it has been posted.