Terms & Conditions
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods or repair services.
1.2 Why you should read them. Please read these terms carefully before you submit or confirm your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Bicknell's Jewellers Limited a company registered in England and Wales. Our company registration number is 01425912 and our registered office is at 12 Vyse Street, Hockley, Birmingham, B18 6LE. Our registered VAT number is GB389336113.
2.2 How to contact us. You can contact us by telephoning us at 0121 523 3417 or by writing to us at email@example.com.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1 How we will accept your order. Our acceptance of your order will take place when we write to you to accept it or we tell you that we are able to provide you with the product, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We only sell to the UK. Our brochure and website are solely for the promotion of our products in the UK. Unfortunately, we do not deliver to addresses outside the UK.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. The images of the products in our brochure and/or on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours or the printed pictures in our brochure accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because our products are handmade where possible, all sizes, weights, capacities, dimensions and measurements indicated on our website and in our catalogue or brochure have a 10% tolerance.
4.2 Product packaging may vary. The packaging of the product may vary from that shown on images on our website or in our brochure.
4.3 Making sure your measurements are accurate. If we are making a bespoke product to a design using measurements you have given us you are responsible for ensuring that these measurements are correct. For tips on how to measure please contact us. For bespoke products made to your design, you shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct, indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties and legal costs (calculated on a full indemnity basis) and all other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with any claim made against us for actual or alleged infringement of a third party's intellectual property rights arising out of or in connection with our use of the design provided by you. This clause shall survive termination of the Contract.
5. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
6. OUR RIGHTS TO MAKE CHANGES
Changes to the products and these terms. As we informed you in the description of the product, we may make changes to the product, but if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect
7. PROVIDING THE PRODUCTS
7.1 Collection by you. Items purchased in-store will not be handed without original proof of purchase and the item/s will only be handed out the the person named on the receipt. Photographic identification (i.e. Driving Licence or Passport) may be required upon collection. The security of your item is important to Bicknell's. We reserve the right to retain the item if we do not have sufficient documentation/identification.
If you have been informed that your goods are ready for collection and you have been asked to collect the products from our premises, you can collect them from us at any time during our working hours of 10:00am-16:45pm on weekdays (excluding public holidays) or 10:00am-16:45pm on Saturdays.
7.2 Delivery costs. If applicable, the costs of delivery will be as told to you during the order process.
7.3 When we will provide the products. During the order process we will let you know when we will provide the products to you.
(a) If the products are goods. If the products are goods we will contact you with an estimated delivery date, which will be within 30 days after the day on which we accept your order.
(b) If the products are one-off repair services. We will begin the services on the date agreed with you during the order process. The estimated completion date for the services is as advised to you during the order process and we reserve the right to continue to carry out work on your goods up until 16:00pm on the day of collection.
7.4 We are not responsible for delays outside our control. 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.
7.5 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.6 If you do not re-arrange delivery. 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 and clause 9.2 will apply.
7.7 Your legal rights if we deliver late. You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:
(a) we have refused to deliver the products;
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances).
7.8 Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
7.9 When you become responsible for the product. The product will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collect it from us.
7.10 When you own goods. You own a product which is goods once we have received payment in full.
7.11 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website or our premises. We will ask you when making the order at our premises, or will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (see clause 9.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end the contract for the supply of a product
before it has been completed. You may contact us to end your contract for a product at any time before we have delivered it or completed supplying it and you have paid for it, but in some circumstances we may charge you for doing so, as described below. Of course, you always have rights where a product is faulty or mis-described (see clause 10, "If there is a problem with the products").
Where the product being purchased is a bespoken product, this being a product that is not a stock item displayed at our premises, you do not have a right to cancel the contract. If you do cancel a contract for a bespoke product before delivery has taken place, we reserve the right to claim damages against you in respect of a breach of contract as detailed in clause 8.3.
8.2 What happens if you have a good reason for ending the contract. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided or have not been provided properly and you may also be entitled to further 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 (see clause 6);
(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) you have a legal right to end the contract because of something we have done wrong (but see clause 7.7 in relation to your rights to on end the contract if we deliver late.
8.3 What happens if you end the contract without a good reason. If you are not ending the contract for one of the reasons set out in clause 8.2 then the contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) an amount equal to any costs incurred by us as compensation for the net costs we will incur as a result of your ending the contract. Such compensation could be applied for time taken to source and purchase items that shall form part of a larger piece, any re-sizing work carried out to any products, if any repair work has been made to a product at the time of the cancellation or any other such situation whereby we have incurred a cost up to the time of cancellation. Where you cancel a contract of a bespoke product before delivery has taken place, we reserve the right to charge you for up to the full value of the products or we may sell the items and then charge you for the difference in the amount we were able to sell the item for against the amount agreed between us for the product at the time the contract was formed.
8.4 Returning products after ending the contract. If you end the contract after products have been dispatched to you and (because we cannot recall them) they are delivered to you, you must return them to us. If you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you are exercising your legal rights to end the contract because of something we have done wrong then we will pay the costs of return. In all other circumstances you must pay the costs of return.
9. OUR RIGHTS TO END THE CONTRACT
9.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 3 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or
(d) within a reasonable timeframe, we cannot source the items that are necessary for manufacturing your product.
9.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract, as compensation for the net costs we will incur as a result of your breaking the contract.
9.3 Uncollected items. If you have purchased a product, have provided a product to us for repair or in order to provide a fee for a repair or other such service and 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 and clause 9.2 will apply.
10. IF THERE IS A PROBLEM WITH THE PRODUCT
10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0121 523 3417 or write to us at firstname.lastname@example.org. Alternatively, please speak to one of our staff in- store.
10.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights. This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. If your product is goods, for example an item of jewellery, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: up to 30 days: if your goods are faulty, then you can get an immediate refund. Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. If your product is services, for example a contract to repair an item of jewellery, the Consumer Rights Act 2015 says: you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it. If you haven't agreed a price beforehand, what you're asked to pay must be reasonable. If you haven't agreed a time beforehand, it must be carried out within a reasonable time.
10.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us by Royal Mail Special Delivery or (if they are not suitable for posting) allow us to collect them from you. We will pay the reasonable cost of post age, please contact us for a free returns label or collection.
11. PRICE AND PAYMENT
11.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price set out in our price list in force at the date of your order unless we have agreed another price in writing. We take all reasonable care to ensure that the price of product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.
11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
11.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
11.4 When you must pay and how you must pay. For goods and repair services, you must pay for the products and service in full at the time the contract is entered in to and before the repair takes place unless otherwise agreed in writing.
11.5 We can charge interest if you pay late. If it is agreed that payment can be made after the goods or repair has been provided and you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 5% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
11.6 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
12.1 We are responsible to you for foreseeable loss and damage
caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
12.2 We do not exclude or limit in any way our liability to you where it
would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 10.2; and for defective products under the Consumer Protection Act 1987.
12.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13. OTHER IMPORTANT TERMS
13.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
13.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
13.3 Nobody else has any rights under this contract (except someone
you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
13.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
13.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
13.7 Protection of the goods. We would advise that you have your purchased items examined by us annually to ensure all items are safe and in good repair. If you are concerned about the state of your item please contact us and arrange for the item to be inspected by us.
13.8 Jewellery Maintenance. Due to rising operational costs, such as electricity, consumables, and wages, we are making some essential adjustments to this offering:
(a) Effective immediately, the complimentary service will now be limited to an ultrasonic clean and a check of the settings on your jewellery.
(b) Items Under 7 Years Old: To be eligible for the complimentary service, original proof of purchase is required for each item.
(c) Items Over 7 Years Old: Items older than 7 years are no longer eligible for the complimentary service. These will incur a charge and should be booked in on our website. “Repairs, Resizing & Full Clean, Check, Polish (Chargeable)”. Items priced individually.
The company reserves the right to withdraw this service without notice.
"COMMITTED TO VALUE AND PRICE"
Here at Bicknells, we only sell the highest quality jewellery at fair prices. We like to go above and beyond in our pursuit of customer satisfaction; this means we take every step to ensure every person who walks through our doors will be guaranteed stunning items at competitive prices. Our prices are relative to our quality; we do not sell below-standard products that can be bought at any other jeweller.
Bicknell's Price Promise
We pride ourselves on our exclusive, luxury jewellery. If you find any of our branded jewellery at a lower advertised price elsewhere, we will look to provide a like-for-like quote for you. This promise is subject to the following criteria:
- It is an identical product that is in stock.
- The retailer you are matching against is an authorised stockist.
- The price may be advertised online or in-store, providing that the retailer has a physical store in the UK.
- The Bicknell's Price Promise is not available against online only retailers
If you are quoted a cheaper price for an Engagement Ring, Wedding Ring or Diamond Jewellery Piece that you see on our website, please provide us with an official quote from the retailer and we can look to provide a like-for-like quote.
This quote will take the product style, metal type, gram weight, diamond specification, quality, and bespoke features into account.
Please contact us for more information if you are unsure on how to use our price promise and we will be more than happy to help.
- For the Bicknell's Price Promise to apply, the product must be identical (i.e. same brand, model, style, colour and finish), not damaged, not pre-owned and sold directly through an authorised stockist in the UK in £GBP.
- For Diamond Engagement Rings we require a quote of the exact Diamond Certification, Quality and Specification and Approximate Gram weight of the Ring in the Metal chosen along with a written quote from the retailer or a screenshot of the website page in order to provide an accurate price match.
- For Wedding Rings we require an approximate gram weight of the ring in order to quote a like for like price.
- The Bicknell's Price Promise cannot be used in conjunction with any other Bicknell's promotion, or discount offer.
- The Bicknell's Price Promise is available on items which are currently held in stock by an authorised retailer, available for purchase immediately (for delivery within 2-3 days). Products that have to be ordered, or which specify a delivery time of a week or more will be quoted separately.
- The Bicknell's Price promise cannot be applied to custom or bespoke products. We are more than happy to provide a quote based on prices obtained form other retailers.
- The Bicknell's Price Promise is not available to business customers. We restrict our Price Promise on each item to one per customer.
- Some authorised retailers will promote branded products at a lower price in certain local stores. In these cases the Bicknell's Price Promise is also available in stores in the same vicinity (15 mile radius).
- Interest Free Credit is not available on Price Promise purchases. Please ask in store to see if there is an alternative offer available.
- The Bicknell's Price Promise will not apply if the selected authorised stockist or branch of a stockist is in administration or closing down. Nor will the Bicknell's In-Store Price Promise apply if the purchase is made in an outlet store.
- Items sold as part of any product bundles at discounted prices or with free items (i.e. buy one get one free) will not be matched. Please ask in store to see if there is an alternative offer available.
- The Bicknell's Price Promise cannot be used on orders placed using Insurance cards or gift cards purchased from a third party.
- The Bicknell's Price Promise cannot be used to match Tax Free Shopping or Duty Free prices.
- The Bicknell's Price Promise cannot be used to match online only retailers. A retailer must have a high street presence to be eligible for price matching.
- All in-store Price Match needs to be within 15 miles of the store the Price Match is requested in.
We understand you wish to replace your lost, stolen or damaged jewellery as soon as possible. Bicknells can support you if the unfortunate event does arrive.
It is always a good practice to follow various precautions when purchasing jewellery. This would include declaring your valuable jewellery to your insurer as soon as possible. Update your declarations regularly, especially with expensive purchases that could be a major loss financially. Proof of purchase is always necessary when determining insurance pay-outs. Keep receipts as a general rule of thumb, and valuation certificates will also help in the long run. Generally, the business will have most of a customer's information on record for such events, but independent action is a good start in making an insurance claim. Lastly, take images of your jewellery, and of anything that is wrong with the item. Damages, or lack thereof, can be crucial in your efforts.
Follow this advise to ensure your jewellery is legally covered for insurance claims.
Of course, as jewellery manufacturers, you will get greater value for money. We sell or replace at manufacturer prices, not retail prices. When jewellery is lowered in quality over an amount of years, it is best to contact the jewellers you initially purchased from. That company will better understand your enquiry, and will be better suited to fixing an issue. Please get in contact to discuss your options in making an insurance claim, or with jewellery repairs.
Bicknell's do it better