Collections Packs: Our collections pack is prepaid with First Class post, though we recommend that you upgrade to a tracked and signed for method with compensation such as 1st Class or 2nd Class Signed For (automatic compensation up to £50), or Special Delivery (levels of compensation starting at £500 going up to £2500 and consequential loss compensation) when you send your materials back to us. The 1st and 2nd class signed for methods are not necessarily signed for unless you specifically request it. We reccomend you use Special Develiery guaranteed for 1pm a the first level of value (£500) with consequential loss up to the value of your purchase. The pakaging we send you does not need any further wrapping for special delivery and is designed for the purpose as to what you are sending.
Finished Jewellery: We send completed jewellery along with unused materials (where approriate) by Royal Mail Special Delivery within the UK is normally guaranteed by 1pm the day after we have despatched your goods. Royal Mail First Class or Second Class UK delivery is normally guaranteed by 1-3 days after we have despatched your goods. Royal Mail deliver Monday to Friday (and for an extra charge on Saturday too) excluding bank and public holidays. If Royal Mail finds no one available to sign for the delivery on their first attempt, they will either leave a card notifying you of this with instructions as to where to collect your item or attempt a second delivery on the next business day. If you have elected to have your order delivered to a business premises, Royal Mail will usually leave the package or calling card with reception.
International orders including EU orders are subject to postal charges at cost plus any applicable Tax. International orders originating outside the EU are VAT exempt. We do not charge for packaging as this is included in the price of the jewellery. For collection packs please see our Buying Guide
Currencies: Please choose your currency if it is not automatically selected by the site. For currencies that are not represented on the site, use GBP and convert to your currency using www.xe.com . All payments are made in GBP at checkout and your payment method will convert them from your local currency. The conversions to other currencies on the site are approximate and are for information only (they are updated once as the user enters the site and are not in real time).
Puchases via on of our participating partners.
If you have bought your jewellery via one of our participating partners, you will collect your jewellery from them, though your guarantee will be through us - please see the returns policy and guarantees below. If you need to make a claim, please
contact us first for a returns number and a returns form. Please follow the instructions in Returns below.
We will inform you as to our expected despatch and delivery date of the finished jewellery when we reach the stage where we have fully processed your material, and once the parcel is sent containing your jewellery we will email you with your tracking number as appropriate.
Whilst we guarantee to despatch your order at the earliest advised date, any delay in delivery by the courier is outside of our direct control. Therefore it is advisable to allow extra contingency time if you are ordering an item for a specific date.
Separate Addresses For Multiple Pieces: If you wish to have items sent to separate addresses, please tell us which peice needs to go to each different address. Each piece has UK delivery included, though if you have a special circumstances, such as sending items abroad, additional delivery charges may apply to those addresses. NB: Southern Ireland is not within the scope of UK delivery and requires international signed for methods which carry additional charges.
As your purchase is a handmade quality piece of jewellery made in Britain, we are sure that you will be completely satisfied with your Artemis jewellery and will not wish to be parted from it.
Since all our jewellery is "made to order" and personalised using your material, the standard 14 day EU distance selling rules are exempted for "non faulty returns" if purchase was through our website. This means that a piece cannot simply be returned due to a change of mind no matter how it was collected. Additionally, if you collected the item in person from one of our outlets, it is deemed that those items have been inspected and accepted in terms of fitness for pupose and being of merchantable quality, the descriptions used in the Consumer Rights Act 2015 to describe the reasons you may have for any return. All items sent to you by post allow for a 14 day inspection for fitness for purpose and quality. All returns to us require the item to be sent back with a completed returns form which is included on your invoice that we send to you with the item. If you do not have one or you purchased your item via one of our partners, please contact us and we will email or post one to you. You are responsible for the initial cost of postage, for which we recommend a tracked and insured method requiring a signature. We advise you to use a method that best insures them and the full purchase price of your item and, since your material is in the jewellery, we advise you to consider a method which allows for consequential loss. If you start the returns process within the 14 day period of approval and do not wish for us to remake or repair the pendant, we will endeavour to return your material to you though the bonding process could mean that some or all of the material cannot be recovered.
When you receive your invoice, there is a space on the invoice for returns information. You should choose one of the following reasons for returning items as set out in the Consumer Rights Act 2015 and any amendments:
1. The item is not suitable
since all our jewellery is "made to order" and personalised using your material, the standard 14 day EU distance selling rules are exempted for "non faulty returns". Additionally there are no international distance selling regulations that apply to this category of returns. This means that a piece cannot simply be returned due to a change of mind or any other non-fault reason. However, we do not want you to be unhappy with your jewellery, so please speak to us and we will endeavor to help you. Please read the exceptions section below. Please do not send personalised items back as we will not be able to process them and you may be charged for their return.
2. The item is defective
If this is the reason for return, please contact us first using the Helpdesk (left menu) or Contact Us page fully describing the problem. We may ask for pictures which can be sent via email in order to best advise you as to the nature of the problem and avoid any unnecessary return. We will also issue a returns number for you which you can write on the returns portion of your invoice which you will send back to us with your item(s). Please ensure that you return ONLY the defective items back to us as soon as possible. Please complete the returns part of your invoice (make copies for your records and read the exceptions section below). You are responsible for the initial cost of return, we recommend you use a method with insurance which completely covers your entire purcahse and any consequential loss that might be applicable since your personal materials are contained in the item. Follow the instructions below and If you would like a repair/replacement, PLEASE ENSURE YOU ALSO RETURN THE LEFT OVER MATERIAL TO US THAT WE SENT BACK TO YOU (add more material to this if necessary):
We do allow 14 days from the receipt of your jewellery to examine and satisfy yourself that your piece is not faulty but, should your jewellery be reasonably found to be not of satisfactory quality or not fit for purpose, it can be fully refunded, repaired or re-made as required by you completely free of charge. We will also compensate return postage up to a maximum of the value at the time of sending of Royal Mail Special Deivery guaranteed devliery by 1pm next day, up to 100g weight at the correct compensation level for your purchase price but excluding any consequential loss that you decide to add. For international orders we will refund the a maximum of Royal Mail International Signed For compensation to £250 GBP up to 100g weight. Please note that before any refunds are issued we reserve the right to fully inspect the returned items.
b) For items where notification is received outside the 14 day approval period but within 30 days of the original despatch date, we reserve the right to inspect the defects and issue a credit via voucher for our website including your return postage (as described in point a. above) OR repair the item to merchantable quality and return items to you free of charge and compensate you for your return postage via a credit voucher for the website.
c) For items where notification is received after 30 days but within 90 days from the original receipt date
we reserve the right to inspect the defects and issue a credit voucher for our website for the amount paid for the item only which does not include your return postage to us OR repair the item to merchantable quality/replace the items as appropriate and return items to you free of charge.
d) For items where notification is received after 90 days from the original receipt date we reserve the right to inspect the defects and issue a credit via voucher for our website for the amount paid for the item only which does your return postage to us, OR repair the item(s) to merchantable quality/replace the items as appropriate. You must cover the cost of postage back to you unless specifically agreed in writing that we will cover postage costs. Please note our guarantees.
3. The item is not what I ordered
If this is the case, please ensure that you return ONLY the incorrect items back to us to reach us WITHIN THE 14 DAY APPROVAL PERIOD. Make sure you have not removed the items from the sealed wrapping. You must complete the returns part of your invoice (please make copies for your records). If you would like a repair/replacement, PLEASE ENSURE YOU ALSO RETURN THE LEFT OVER MATERIAL TO US
4. The item has been damaged or lost by the courier
These circumstances are extremely rare with Royal Mail, in fact so rare as to have never happened to us in 25 years of using the service. Any losses will likely result in an insurance claim. We reserve the right to remake the item where possible in these instances.
a) If the item has been damaged (NB: KEEP ALL PACKAGING TO PROVE DAMAGE WAS CAUSED BY ROYAL MAIL), please contact us and tell us of the situation letting us know the full details of the damage with photographs of the item itself AND THE DAMAGED PACKAGING (we will let you have the email address to send photographs to). We will contact Royal Mail on your behalf and instigate a claim for insurance. Royal Mail will investigate the claim. Once we have the agreement of Royal Mail that insurance can be claimed, we will begin the process again for you. All damaged items must be returned to us INCLUDING THE DAMAGED PACKAGING, for which we will claim the cost of the return from Royal Mail if they have not already returned it to us free of charge. IF YOU FAIL TO SEND THE PACKAGING WITH THE DAMAGED ITEM IT IS MOST UNLIKELY THAT WE WILL BE ABLE TO RECOVER ANY FINANCIAL LOSSES.
b) If the item is lost, please contact us immediately and let us know the circumstances. We will contact Royal Mail on your behalf and instigate a claim for insurance if they cannot find the lost item. Royal Mail will investigate the claim. Once we have the agreement of Royal Mail that insurance can be claimed, we will immediately begin the process again for you upon receipt of your replacement material(s). We will claim the value of the remake from Royal Mail. We do not insure for consequential loss unless you specifically ask us to, so compensation for the loss of material may not be recoverable.
ANY RETURNS SENT WITHOUT THE RETURNS SECTION OF THE INVOICE COMPLETED OR ITEMS THAT DO NOT REACH US WITHIN THE APPROVAL PERIODS MAY NOT BE ACCEPTED. ITEMS THAT ARE NOT ACCEPTED AS RETURNS MAY INCUR ADMINISTRATION CHARGES AND POSTAL CHARGES FOR RETURN TO YOU (MAXIMUM ADMININSTRATION CHARGE IS £12). PLEASE CONTACT US IF THE ITEM YOU ARE RETURNING IS NOT DEFECTIVE AND IS OUTSIDE ANY APPROVAL PERIOD.
Returns can be made via either of these options:
1. Returns by courier:
You must complete the returns part of your invoice as desribed above remembering to include the reason for the return and whether you want a refund or a repair. You are responsible for the cost of return postage and we advise to send the returned item(s) to reach us within 7 days from the time you notified us of the issue (21 days for international customers) via insured carriage, preferably signed for, to the address given on the returns form. Please note, this address is a collection point only. If you would like to return the item(s) in person, please call 01636 611001 to book an appointment.
Any items lost/damaged in carriage are the responsibility of the sender and items will not normally be accepted by Artemis should they arrive in poor condition as a result of inadequate or damaged packaging. If sending the item back from overseas, please ensure you have completed the relevant section of the declaration by your shipping agent that deals with exemption of import duty on return items. We will not be held responsible for import duty on return items. Any charges we receive will be deducted from any refunds or charged before any replair/replacement is made.
2. Returns to Artemis outlets:
Simply take the completed returns sections of the invoice and the item you wish to return or exchange to the Artemis outlet nearest you and tell the assistant where you purchased it. As long as we can find it in our orders, the assistant will process the return. All orders returned in this way MUST arrive within 14 days of receipt of the finished jewellery by the customer.
Please note: We will refund the price of the item to the purchaser via the same payment method with which it was paid for.
If we have supplied chains any other fittings to you, and these are the items that you wish to return under this policy, please note that these items are fully covered under the Consumer Rights Act 2015 and any amendments. You can return the item within 14 days for any reason allowed by the Act and ask for a replacement or refund. After 14 days and up to 6 months we will replace any goods deemed faulty or not fit for purpose following our inspection and your return postage limited to Royal Mail Special Delivery Guaranteed before 1pm limited to £500 compensation level will be refunded to you. A fair wear and tear policy will apply which may mean items cannot be returned under this policy. NOTE: ITEMS SUPPLIED WITH THE ASH-GEM/PHOENIIX-GEM JEWELLERY INCLUSIVE WITHIN THE PRICE CANNOT BE REFUNDED - THESE ITEMS WILL BE REPLACED IF FOUND TO BE FAULTY.
Disclaimer: We reserve the reasonable right to repair, exchange or refund as deemed appropriate upon inspection of items returned due to manufacturing faults. Due to the handmade nature of our work, there may be some differences in certain items from the pictures shown, particularly where the items feature semi-precious gemstones or pearls. This is not a defect and will not be returnable as such. As far as possible we try to use the same batches for all items, however we reserve the right to change or withdraw items from stock without notice. Please note our terms and conditions and guarantees.
This notice does not affect your statutory rights.