Terms of service

Services and Conditions of Use

As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as 'customer' in this agreement.

Rules for Online Conduct

By using the service, you agree that you will not attempt to undermine the integrity of this web site.

Payment

Shopping Cart (Credit/Debit Card or PayPal) - Ordering online with us is safe and secure! We use Shopify secure payment. Simply click on the Card option in Checkout to enter your card details securely. We accept all major credit cards. Please note that all UK prices include VAT at 20% (not applicable on orders outside the UK). Telephone (Credit/Debit Card) - The second method of payment is to call us on 01579 550499 (open Monday to Friday between 10am - 6pm BST. If there is no answer, please leave your name and telephone number on the answer phone and we will call you back. All major credit/debit cards (including AMEX) are accepted and your card details will be processed and approved instantly. Again, your order will be processed immediately. You may also request to pay via Bank Transfer. Please contact us for details.

Returns

We understand how difficult it can be to purchase from the internet and your satisfaction is very important to us. If you are not completely satisfied with your purchase (for whatever reason) you are entitled to cancel your order (by telephone, letter or email) within 14 calendar days of receipt of the goods. All returns must be received by us within 14 calendar days of the day the order was cancelled, unworn and with the label still attached. We recommend that all returns should be sent using an insured tracked delivery service. Items returned after this period will be returned to the customer, no refund/exchange can be offered. Jewellery listed as 'in stock' on the Lilia Nash website, may be returned for a refund. This does not include made to order (size), bespoke, resized at the customers' request jewellery, or personalised jewellery (see below). Also earrings that have had the security label removed cannot be returned, for hygiene reasons.

Before cancelling your order, please notify us via the contact form on this website or by telephone (01579 550499). We will send you full instructions on how to return the goods. Goods returned without prior notification may not be accepted. You are required to take reasonable care of the goods and should return them undamaged. Return postage costs are payable by the customer. All returned items should be carefully repackaged in the original jewellery box and packaging, and should be returned using a tracked and insured system of postage such as Royal Mail Special Delivery. We cannot be responsible for items that are lost in the post. Please allow up to 14 days for your refund to be processed.

Item arrived damaged or faulty

We apologise if your item has arrived damaged or faulty. We always ensure the jewellery is well packaged and the item and gemstone/s are checked carefully before transit, but occasionally items can be damaged in transit. If your item is damaged or you find a fault please notify us within 2 days of receiving the package, preferably with photographic evidence of the fault or damage and we will instruct you on the next steps.

Sale items

Sale items may be returned for a refund. You must notify us within 7 days of receipt of the item if you wish to return a sale item. After this time, we can no longer accept the item/s back for a refund or exchange.

Resized or modified jewellery

Jewellery, including rings resized to a different size to the original stock size or necklace chains shortened or lengthened, cannot be returned for a refund or exchange.

Custom-made and Personalised Jewellery

Cannot be refunded or exchanged as these pieces are made to the customer's own specifications or personalised with specific stones or engraving, unless faulty or mis-described. These are items that the customer has requested a different gemstone or design to those offered for sale on the website, or an alteration to the standard design, such as a longer or shorter chain or custom sized ring. It also includes personalised jewellery such as text engraving. Please ensure that you provide the correct ring size before ordering, as many rings cannot be resized.  We reserve the right to refuse to refund for any item that has been custom made and where the correct size has not been given by the customer.  We will always do our best to help however, therefore if there is a problem please contact us. All bespoke designs are the intellectual property of Lilia Nash Jewellery Ltd. We reserve the right to replicate and reproduce bespoke designs in the UK or elsewhere in the world for general sale. A fast track service is available. If you require made to order or bespoke jewellery before the standard 8-12 weeks making and hallmarking period, before delivery, a fast track service is available for 20% of the order value. Please contact us for details before placing an order. Please note that discount or voucher codes are not applicable on fast track orders.

Handmade Jewellery

All of Lilia’s jewellery is made to the highest possible standard. As all our jewellery is hand made and hand finished (not cast and machine finished), small imperfections should be expected. Indeed, these add to the uniqueness and charm of each piece.

Item arrived damaged or faulty

We apologise if your item has arrived damaged or faulty. We always ensure the jewellery is well packaged and the item and gemstone/s are checked carefully before transit, but occasionally items can be damaged in transit. If your item is damaged or you find a fault please notify us within 2 days of receiving the package, preferably with photographic evidence of the fault or damage and we will instruct you on the next steps.

Wholesale Information

If you would like to place a wholesale order for Lilia Nash Jewellery, please contact us to discuss your requirements. Our wholesale policy is flexible and can easily be adjusted to suit your needs.

Legal Notice

Please note that all transactions made via this website are subject to UK law. Your statutory rights are not affected. By placing an order with Lilia Nash Jewellery you agree to the terms and conditions stated on this website.

Copyright

Please note that ALL text, designs and images featured on this website are protected by UK and International copyright law and are registered with the UK Copyright Service. We are able to detect copied material (jewellery designs, product names or website text) and will take action against those who break the law.

Complaints

If we should receive a complaint about any part of our service, by e-mail or letter, then it will be dealt with promptly (we will reply within 5 working days). Your complaint will be dealt with confidentially and effectively.

Marketing

By consenting to Lilia Nash Jewellery’s SMS marketing in the checkout and initializing a purchase or subscribing via our subscription tools, you agree to receive recurring text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us, even if your mobile number is registered on any state or federal do-not-call list.

Message frequency varies. Consent is not a condition of purchase. If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages.

You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be considered a reasonable means of opting out. We do not charge for the service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.

For any questions, please text HELP to the number you received the messages from. You can also contact us at Lilia Nash Contact form for more information.

We have the right to modify any telephone number or short code we use to operate the service at any time. You will be notified on such occasions.

You agree that any messages you send to a telephone number or short code we have changed, including any STOP or HELP requests, may not be received, and we will not be liable for honouring requests made in such messages.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
Your right to privacy is important to us. You can see our Privacy Policy to determine how we collect and use your personal information.

Workshop/Postal Address

Lilia Nash, PO Box 370, Saltash, PL12 9BF. United Kingdom.

Registered Address

Lilia Nash Jewellery Ltd,  3B Commercial Road, Calstock, Cornwall PL18 9QT. United Kingdom. Registered in England and Wales, registration number 07374541 VAT number GB111909830.