Hatton Garden Jeweller (London) Ltd.

1. Products & Orders

• All of our products are bespoke and handmade to order in our workshop. As such, no two items are identical, and minor variations in finish, colour, or detailing should be expected as part of the handcrafted nature of our work.
• A deposit is required at the time of placing your order. The balance is payable upon completion and prior to delivery or collection, unless otherwise agreed in writing.
• We want you to be completely satisfied with your purchase. If you are unhappy with your item upon delivery or collection, please notify us immediately. We will make reasonable efforts to carry out any adjustments or alterations where possible.
• If a resolution cannot be reached, we will provide a refund of your deposit (or full payment if already settled in full). Refunds will be processed using the same payment method originally used.

2. Lead Times

• Our standard lead time for completion is 12–15 working days from confirmation of order and deposit payment.
• Please note that these timeframes are estimates and may vary due to factors outside of our control (e.g., supply chain delays, material availability, or unforeseen workshop issues).
• We will keep you informed of any significant delays and provide an updated completion date.

3. Guarantee & Valet Service

• All purchases come with a 3-year guarantee against manufacturing defects.
• This guarantee is conditional upon the customer making use of our complimentary annual valet service, which includes a professional check-up and cleaning of your item.
• Customers must return their item to us once per year for this service to remain eligible for the guarantee.
• The guarantee does not cover:
• Normal wear and tear
• Accidental damage, misuse, or neglect
• Alterations or repairs carried out by third parties
• Should a defect arise within the guarantee period, and the above conditions are met, we will repair or replace the item free of charge.

4. Shipping & Returns

• We offer free shipping for the initial delivery of your order.
• All items are shipped via Royal Mail Special Delivery (or equivalent tracked and insured service) and require a signature upon receipt.
• For any returns (e.g., for adjustments, repairs, or valet service), the customer is responsible for return shipping costs. We recommend using a tracked and insured service, as we cannot accept liability for items lost or damaged in transit.
• We will cover the cost of shipping the item back to you once any work has been completed.

5. Cancellations & Refunds

• Orders may be cancelled within 48 hours of placing the order for a full refund of the deposit.
• After 48 hours, deposits are non-refundable as work on your bespoke item may have already commenced.
• In the event of dissatisfaction upon receipt, we will first attempt to resolve the issue through adjustments. If this is not possible, we will issue a refund as outlined in section 1.

6. Contact

If you have any questions or concerns regarding your order, please contact us.