We will deliver most products (jewellery and watches) to you as soon as reasonably possible and in any event within 7 days after the day on which we accept your order. Selected items may be subject to an additional lead time with our suppliers. Where this is the case, the applicable product page will have the dispatch time noted. Typically, we will send goods to you using the first class service or special delivery service with Royal Mail. Selected high value orders will be delivered by DHL and may be subject to additional security checks. As a result this may delay the dispatch of your order and we thank you in advance for your patience should this happen. You can also choose to collect products from any of our branches in the UK.
We will not be liable for delays in delivering your goods where such delay is due to reasons outside of our control, if for whatever reason your delivery will be delayed we will contact you.
- delivery lead times are extended over public holidays.
- if your order contains multiple items they may be dispatched direct from different suppliers, locations and/or at different times.
If you are picking up your order from a local store, you will need to go in person, and take with you the payment card you used to pay online as well as your receipt. These requirements are for your peace of mind, as they allow us to ensure your details are completely secure.
If you fail to collect your order from your selected Ramsdens location within 30 days of the collection date then your Order will be marked as “not-collected” and may be cancelled at the sole discretion of Ramsdens.
If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours on weekdays (excluding public holidays) and Saturdays. Please be aware that opening hours vary across our branches, so please check online here.
If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
The pounds sterling amount less a £10 cancellation charge will be refunded by Ramsdens on the cancellation day if it is a Working Day or the next available Working Day. The date the monies reach your bank account is dependent upon your bank processing the refund which could take from 2 to 10 Working Days.
The product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.
You own the goods once we have received payment in full.
Your rights to end the contract
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
Ending the contract because of something we have done or are going to do.
If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
( a ) we have told you about an upcoming change to the product or these terms which you do not agree to;
( b ) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
( c ) there is a risk that supply of the products may be significantly delayed because of events outside our control;
( d ) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or
( e ) you have a legal right to end the contract because of something we have done wrong.
Exercising your right to change your mind (Consumer Contracts Regulations 2013).
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
How long do I have to change my mind?
In relation to the purchase of goods (jewellery and watches), you can cancel your order at any time between the time we confirm receipt of your order and the day which falls 14 days after the day you (or someone you nominate) receives the delivery of the goods. Please note that this right to cancel does not apply where either:
( a ) the products sold are personalised or bespoke to you (such as engraved items or unstocked rings which are ordered in to size); or
( b ) for health and hygiene reasons earrings / pierced jewellery cannot be returned
The procedures and terms set out above do not affect your right to reject faulty goods. Further information about your rights can be found at http://www.gov.uk/citizens-advice-customer-service.
Your right to return faulty goods
Customers who are in receipt of faulty goods have 30 days from receipt to return these goods.
How to end the contract with us
If you change your mind after placing an order, you can cancel it at any time before we have sent our Dispatch Email to you. To cancel your order, you will need to give us your name and address details, as well as your order number. Please contact us at firstname.lastname@example.org or telephone 01642 579957 between 9am and 5pm Monday to Friday.
Emails will be acknowledged within 24 hours, Monday to Friday 9am – 5pm. Emails sent on a weekend will not be picked up until the following Monday.
If you wish to return goods you have a duty to keep them in your possession and to take reasonable care of them until you return them. Goods must be returned in their original condition, including immediate packaging with the delivery note, within the cooling off period.
How to return an item
There are two easy ways to return goods you have purchased. You can either return items to any branch (excluding Bury, Leeds Harehills and Whitby) or return those items by post.
Return in store - what you need to do:
Place the items in their original presentation boxes. Take the items and dispatch note you received with your order to your nearest Ramsdens store. Please note that for health and hygiene reasons earrings / pierced jewellery cannot be returned.
If a customer is returning an item to store the item will then be sent to Head Office to be assessed. Once the item has been assessed by a member of Head Office staff an exchange will forwarded or a refund will be processed back on to the credit/debit card used to place the order online.
Return by post – what you need to do:
If for any reason you are not happy with your purchase we will endeavour to give you a refund, we do not refund delivery fees on items sent or returned to us unless items are being returned due to a fault. Please note that for health and hygiene reasons earrings / pierced jewellery cannot be returned.
If you are returning a faulty item, Ramsdens will refund the full postage amount shown on the parcel, back on to the credit/debit card that you used to place the order online.
What you need to do:
- Place the items into their original presentation boxes and make sure the parcel is sealed securely in a tamper proof envelope. You should also place a copy of the dispatch note you received with your order into the parcel.
- Should you require insurance, we recommend Royal Mail Special Delivery. 1st Class & Recorded delivery does not cover jewellery if the parcel is lost or damaged.
- We are not responsible for loss or damage of items when being returned.
- For refunds: once we have assessed the items, the money will be put back on to the credit/debit card that was used to place the order online.
This returns policy does not affect your statutory rights.