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Terms & Conditions

Service Agreements

CARAT* LONDON - TERMS AND CONDITIONS OF ONLINE SALES

These General Terms and Conditions of Online Sales govern the sale of products and merchandise by CARAT* London.

Whenever we refer to “CARAT*”, “CARAT* London”, “we” or “us” in these terms and conditions or elsewhere in this Website, we are referring to CARAT* London.

CARAT* London is a trading name of Managebest Limited, a company registered in the United Kingdom. Our registered address is 62 High Street Wimbledon Village, London SW19 5EE, United Kingdom.

These terms and conditions will apply to any purchase you make through this website. You should carefully read these terms and conditions before you make any purchase.

As a consumer you have statutory rights in relation to products you buy from us. Your legal rights are not affected by these terms and conditions.

We only supply products through this website for domestic and private use. You agree not to use any products purchased through this Website for any commercial, business or resale purposes. For enquiries about business sales, please CONTACT US.

This website is for consumers located in the United Kingdom. If you are located outside the United Kingdom, please visit the correct CARAT* website for your location.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you

1. THESE TERMS

1.1 What these terms cover. These are the terms and conditions on which we supply products to you.

1.2 Why you should read them. Please read these terms carefully before you submit 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 USto discuss.

1.3 By agreeing to these Terms, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

2. ELIGIBILITY TO PURCHASE

In order to make purchases on our website, you will be required to provide your personal details. In particular, you must provide your full legal name, phone number, e-mail address and other requested information as indicated. You will be required to provide payment details that are both valid and correct, and you confirm that you are the person referred to in the billing information provided.

The website is available only to individuals and others who meet the CARAT* London terms of eligibility, who have been issued a valid credit/ debit card by a bank acceptable to CARAT*, whose applications are acceptable to CARAT* and who have authorised CARAT* to process a charge or charges on their credit/debit card in the amount of the total purchase price for the merchandise which they purchase. CARAT* reserves the right to restrict multiple quantities of an item being shipped to any one customer or shipping address and reserves the right not to fulfil an order and process a full refund accordingly.

By making an offer to purchase merchandise you expressly authorise us to perform credit checks and where CARAT* feels necessary, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your credit/ debit card number, to authenticate your identity, to validate your credit/debit card, to obtain an initial credit/debit card authorisation and to authorise individual purchase transactions.

3. ORDERS AND CONFIRMATION

The website will guide you through the steps necessary to place an order with us. Before you submit your order, a summary page will be displayed featuring a photograph of each selected product, its colouring, and reference the quantity selected, its unit price and the total amount payable for your order (including any delivery charges for your chosen delivery option). You should check that this information accurately reflects your selection before submitting your order.  The summary page will allow you to identify and amend any errors in your order before you submit it.

Upon submission, your order will be forwarded to CARAT* for checking and processing. We will send you confirmation by e-mail that we have received your order.  This confirmation does not constitute our acceptance of your order. Once your order and your payment have been cleared, you will receive an e-mail confirming our acceptance of your order (the “Order Confirmation”).  A contract of sale is made between you and us at the moment we send you an Order Confirmation. Contracts of sale will neither be filed by us nor accessible to you.

Each Order Confirmation will include full details of your order, including the total price to be charged for the order, including taxes and delivery charges for your chosen delivery option. Please check the Order Confirmation very carefully. If there are any problems with your Order Confirmation, please CONTACT US.

In the unlikely event that CARAT* is not able to fulfil your order (for example, if the product selected is unavailable), CARAT* will contact you by email and/or phone informing you and offering you the possibility to cancel or amend your order. Once your order is processed and ready to ship you will receive by email a shipment notification with the tracking information for your package. You can also check the status of your order by logging into your online account.

You understand that your order and any other content (not including credit card information) may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

4. ACCURACY OF ORDER, BILLING AND ACCOUNT INFORMATION

    You agree to provide current, complete and accurate purchase and account information for all purchases made through our Services. We are not responsible for any information entered on your order. It is your sole responsibility to provide accurate and true information at all times. You agree promptly to update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

    5. PRIVACY POLICY

    Please refer to our Privacy Policy for information on how CARAT* London collects, uses and discloses personally identifiable information and personal data relating to its customers.

    6. PRODUCT INFORMATION AND DISPLAY

    We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer or mobile monitor's display of any colour will be accurate.

    All descriptions of products or product pricing are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product at any time.

    The price of the product will be the price (subject to any specified expiry dates) set out in our price list, brochure, catalogue or e-catalogue 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 the product advised to you is correct. However, please see the Errors section below for what happens if we discover an error in the price of the product you order.

    We reserve the right, but are not obligated, to limit the sales of our products or provision of our services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer.

    7. ERRORS, INACCURACIES AND OMISSIONS

    Occasionally there may be information on our site that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or (subject to the following paragraphs and applicable law) cancel orders if any information in the website or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

    It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If a pricing error is made on your order date, where possible we will inform you and give you the option of buying the goods at the correct price or cancelling your purchase.

    If we accept and process your purchase 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.

    8. ON SALE ITEMS

      Sale products are sold on a "first come-first served" basis and are available whilst stocks last. We will confirm stock availability within seven days of your order and unsuccessful orders will be refunded accordingly.

      No price adjustments for prior and pending orders will be granted. Promotional offers cannot be used in conjunction with any other online promotions.

      9. PROMOTION & DISCOUNT CODES

      Any and all promotions offered by CARAT* London are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers and must be redeemed within the validity period. Additional promotions and guarantees offered by CARAT* London from time to time are subject to their own terms and conditions which are stated separately. 

      10. PAYMENT

      CARAT* London accepts credit cards, debit cards, PayPal, Apple Pay and Google Pay to purchase your item/s.

      11. PRICING POLICY

      UNITED KINGDOM & EUROPEAN COUNTRIES

      Prices shown on the website are inclusive of VAT. Orders are dispatched from the United Kingdom. (If your shipping destination is Jersey, Guernsey, Norway or Switzerland, VAT will be deducted at checkout.)

      UNITED STATES

      Prices shown on the website in USD are exclusive of VAT or GST and the order will be dispatched from The United Kingdom. CARAT* London ships these orders on a DDU (Delivery Duties Unpaid) basis, which means no duties and taxes are included in the final purchase price and any incurred in the destination country are solely the responsibility of the customer. You will be invoiced for these costs directly by our shipping partner or your local customs office. As a recipient you are liable for all import duties, customs and local taxes levied by the country you are shipping to and payment of these are necessary to release your order from customs upon arrival. If you require further information on these duties and taxes, we recommend you contact your local customs office directly before accepting these terms and conditions. For more information, please refer to our Shipping Info.

      REST OF THE WORLD & AUSTRALIA

      Prices shown on the website in USD, AUD and HKD are exclusive of VAT or GST and the order will be dispatched from Hong Kong. CARAT* London ships these orders on a DDU (Delivery Duties Unpaid) basis, which means no duties and taxes are included in the final purchase price and any incurred in the destination country are solely the responsibility of the customer. You will be invoiced for these costs directly by our shipping partner, FedEx. As a recipient you are liable for all import duties, customs and local taxes levied by the country you are shipping to and payment of these are necessary to release your order from customs upon arrival. If you require further information on these duties and taxes, we recommend you contact FedEx or your local customs office directly before accepting these terms and conditions. For more information, please refer to our Shipping Info.

      PLEASE NOTE

      Prices online are subject to change and we reserve the right to amend these without prior notification.

      CARAT* sells in GBP, EURO, USD, AUD and HKD if your bank is issued in another currency We cannot be held responsible for any differences in exchange rates at the time of purchase or refund.

      12. PRODUCT AVAILABILITY

        If the item is in stock it can be shipped within 5-12 working days. If the item is not in stock and needs to be made to order it will normally be shipped within 9-10 weeks. We will notify you if your order will take longer than normally expected due to delayed at our workshop. Pre-order items can take between 5-12 weeks to be shipped.

        13. 24 HOURS CANCELLATION

          If you wish to cancel an order, please notify us immediately by emailing uk@carat.co including your order number, name and reason for cancellation. CARAT* must receive your cancellation request within 24 hours, as we may not be able to process the cancellation once the order has shipped.

          14. TERMINATION OF THE CONTRACT

          We may end the contract for purchase of a product at any time by writing to you if:

          • you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
          • 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; or
          • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

          If we end the contract for one of these reasons 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.

          15. YOUR LEGAL RIGHT TO CANCEL

          If you wish to return your order, CARAT* London offers a 14 day returns period from the date your parcel is signed for to return it to us for a refund. As a consumer, you have a legal right to cancel all or part of your contract for sale for any reason at any time during this period. 

          Please follow the steps below to return your order:

          1. Contact our customer service team at uk@carat.co informing us of your order number, items you with to return and reason for return. We will reply with your return instructions and a returns form.
          2. Each item must be returned in new condition as it was received and must include all original packaging and collateral material.
          3. You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.  
          4. Return items via a traceable delivery service (Local courier, Royal Mail, FedEx, UPS). Clearly write your original order number on all shipment-related paperwork.
          5. We recommend that you insure the package for the full amount of the item/s plus shipping charges. It is best to avoid writing “jewellery”, “diamonds” or other luxury related words anywhere on the package, therefore we suggest you write “fashion accessories”.
          6. All orders returned must be received by CARAT* on or before the 14th day from the date your parcel was signed for.

          PLEASE NOTE:

          • Your legal right to cancel does notapply to products that have been engraved, personalised or made to order.
          • Any return shipment lost in transit is the responsibility of the customer; CARAT* London is not responsible for items lost or damaged during transit.
          • All returns will be inspected upon receipt of the package, and if the item/s are found to be in perfect condition and arrive within the 14 day return period you will be credited for the cost of the goods back to your original form of payment minus any delivery charges. Note: Refunds take between 5-10 business days to show back in your account.
          • Goods found to be damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt or additional workmanship by other jewellers are non-refundable and non-exchangeable. We are permitted by law to reduce your refund to reflect any reduction in the value of any product caused by excessive handling of the product by you.
          • Earrings cannot be returned for a refund or exchange if the hygiene seal is damaged or has been tampered with. If this security tag is removed or damaged a refund will NOT be granted. 
          • Items purchased online via www.caratlondon.com can only be returned online and are not eligible for return at CARAT* London boutiques, concessions or third-party stockists.
          • Due to sizing costs, the return of rings are subject to a refund minus a 10% restocking fee – this does not apply to sale rings. All other returned items will receive a full refund, provided that all requirements are met.
          • Return shipping costs are the responsibility of the customer.

          16. EXCHANGE

          CARAT* London are unfortunately unable to offer exchanges on items ordered online (unless the terms of a specific promotion allow this). If you have purchased a ring and need to exchange for a different size, please place a new order. When you CONTACT USto return the original ring, inform us of the new order number and we will waive the restocking fee.

          17. REPAIRS

          All CARAT* London jewellery is designed and assembled by hand to the highest quality, by master jewellery craftsmen. Customers are advised to wear and care for their jewellery in the same way they would do a fine jewellery piece, please see our Jewellery Care page here. Our warranty covers manufacturing faults and defects, it does not cover damage caused by accidents, inappropriate use or wear and tear; as stated on the warranty card included in your order. Repair fees and stone charges may apply if there is proof of artificial damage and lost stones due to negligence.

          If you require a repair, please follow the instructions below:

          Email us at uk@carat.co with your order number, description of problem, image of item and warranty card. A member of our customer service team will then be in contact to advise further.

          We may ask you to ship the item back to us for assessment. If this is the case, you will be provided with return shipping instructions and a return form. This form must be completed and included in with your item.

          Ship items via a traceable delivery service (Local courier, Royal Mail, FedEx, UPS). Clearly write your original order number on all shipment-related paperwork. NB: Customers are responsible for return delivery charges unless advised otherwise by a member of our customer service team.

          Following inspection, we will repair the item and return it back to you as soon as we can. If we deem the item was damaged due to fair wear and tear or customer negligence, repair costs will apply.

          State “item return for repair” on the commercial invoice of the shipment in order to request exemption of any potential duplicated tax and duties on the order. Please note this is down to your local customs office and outside of CARAT* London’s control.

          18. RESIZING

          If you find that your ring is not the right size, please contact us at uk@carat.co within 30 days of receiving your order for a one-off complimentary resizing service. We will then contact you to discuss your re-sizing options. NB: We are unable to re-size microset or eternity bands.

          19. YOUR RIGHTS IN RESPECT OF DEFECTIVE PRODUCTS IF YOU ARE A CONSUMER

          If you are a consumer we are under a legal duty to supply products that are in conformity with this contract. See the section below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.

          Summary of your key 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.ukor call 03454 04 05 06.

          If your product is goods, 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:

          a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

          b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.


          c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

            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 or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please contact us at uk@carat.co for more information on how to return your products.

            20. LIMITATION OF LIABILITY

            CARAT* London is under a legal duty to supply products that conform to the contract for sale between you and us.

            As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by these terms and conditions. Further information about your legal rights in respect of products that are faulty or not as described is available from your local Citizen’s Advice Bureau or Trading Standards office.

            We are responsible for loss or damage you suffer that is a foreseeable result of our failure to comply with these terms and conditions. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time entered into the contract for sale. We are not liable for any loss that is not foreseeable.

            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; and for defective products under the Consumer Rights Act 2015.

            We only supply the products for domestic and private use. If you use the products for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

            21. CHANGES TO THESE TERMS AND CONDITIONS

            CARAT* may change these terms and conditions from time to time. Each time you order products from this Website, your order will be governed by the terms and conditions posted on this website at the time of your order. Please read these terms and conditions each time you place an order.

            22. GOVERNING LAW, JURISDICTION AND OTHER MATTERS

            These terms and conditions and any contract between you and CARAT* for the sale of products, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, shall be governed by and construed in accordance with the law of England and Wales. We each irrevocably agree that the courts of England and Wales shall have jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this contract or its subject matter or formation

            If any provision of the Terms is found by a court of competent jurisdiction to be unenforceable or invalid, we each nevertheless agree that the court should endeavour to give effect to our respective intentions as reflected in the provision, and the other provisions of the Terms shall remain in full force and effect.