Please check all goods on receipt. Make sure you have received the correct product as there can be human errors. Please also ensure that you are satisfied with the product and quality of the workmanship. We intend for you to enjoy your jewellery for a lifetime and pass it on to future generations.
Diamond and gemstone jewellery set in precious metals like gold and platinum are delicate items which can suffer wear and tear over time. We offer a free lifetime sizing, cleaning, polishing service for any item sold by us unless disproportionate wear and tear has occurred. A written proof of purchase is required to use this service.
Unfortunately, we will be unable to accept any third party items for repair within our workshop, with or without charge. This is to safeguard both of us against any liability. There are specialist repairers/engravers in the area who we can recommend should you require this service for jewellery you own but purchased elsewhere. -Any item made bespoke for you, or any other alterations to our original design which you require and we may not recommend, will not be our liability after delivery.
Unless we accept a refundable deposit in writing, you have entered into a contract with us and any deposit or payment is non-refundable if purchased in our premises. We may issue credit notes instead, for you to use within a three year period. Normal rules apply for distance purchases.
We will endeavour to replace any smaller diamond/s lost due to normal wear and tear at our cost with some limitations and subject to proof of purchase documents being available for us to confirm the purchase. We pride ourselves as being the only UK jeweller to offer this service throughout the lifetime of our jewellery.
As we will be unable to replace any certificated central diamond or gemstone and/or any other diamond or gemstone over 0.10ct at our expense under any circumstances once you accept delivery of the item, we always advise that you insure all of your jewellery against accidental damage or losses. As we do not supply our own insurance, you may either use your current insurer or we recommend TH March at https://www.thmarch.co.uk.
Distance selling Provided goods are returned as sold within 30 days of receipt, we can exchange any goods, or send replacements. We provide the option of a full refund, again within 30 days, if the goods are deemed 'faulty', or different from those ordered. The 30-day refund period may be extended if prior consent is obtained from J.E.Marlow Sons Limited.
Please email [email protected] or call 0121-236-4415 for assistance with refund options. Any bank, postage or financial institution charges will be the responsibility of the buyer.
We will deal with any complaints in a fair, confidential, effective way that is available online and easy to use, should you have any complaints please contact us on 0121-236-4415 or email on
[email protected]
