The majority of our orders placed on-line are processed and will be shipped within 48 hours, except at weekends and on bank holidays when we will process and dispatch orders the next working day. Orders placed before 4pm, Monday to Friday, will be processed and despatched the same day. Orders received after 4pm will be despatched the following working day. Orders received after 4pm on Friday will be processed the following Monday. A Guaranteed Saturday Delivery option as available at the checkout. In the unlikely event that an item is temporarily out of stock, we will notify you of any delay and despatch the items as soon as possible.
All of our UK based customer orders are carefully packed and sent by Royal Mail recorded-delivery signed for service to ensure that all orders are delivered safely. We adopt this signed-for delivery method in order to avoid any failed deliveries. Any orders for shipping to overseas will be quoted separately.
We do understand that you might be in a hurry to receive your purchase, so we'll always aim to keep you advised about how long you can expect delivery to take.
£5.00. For total order values up to £100 there will be a delivery charge of £5.00. We aim to dispatch all orders within 2 working days but please allow 7 days for the goods to reach you.
£10.00. For orders received before 12pm Monday through Thursday we guarantee delivery within three working days. For those received after 12pm we can deliver within 48 hours. Unfortunately we cannot deliver on Sundays or bank holidays.
We can also offer free UK standard delivery on orders over £100.00 & free UK next day delivery on orders over £250.00.
A Saturday Guaranteed Royal Mail Service is available for £8.50. Orders placed throughout the week will be held and despatched on Friday for delivery on Saturday. Orders must be received no later than 4pm on Friday. Any orders placed after this time will not be despatched until the following week.
Orders to the Highlands & Islands of Scotland, Northern Ireland, Isle of Man, Isles of Scilly, the Channel Islands or any other country outside of the UK Mainland may be subject to an extra charge, dependant on the weight of the parcel - Customers will be contacted by e-mail first if this is the case and will be asked to confirm if they wish the order to proceed.
Our products are sent out according to the postage rate you added at purchase, but please allow up to 3 days for delivery, as the postal service is the only part or the shipping process we have no control over. Please note that delivery times may be extended over public holidays. If you choose to have a piece of jewellery engraved it may extend the delivery time by 10 working days.
Currently we are only able to accept on-line orders to shipping addresses within the United Kingdom. To inquire about shipments to addresses outside of the United Kingdom, please contact us Monday to Saturday 10.00am to 5.30pm. Whilst every effort is made to stock every product we list on our site, it is not always possible and sometimes events outside of our control dictate any delays, we will however contact you should there be a problem with immediate delivery.
We do not send out emails as a matter of course other than the confirmation email you receive when placing your order and any other information we feel will be of interest to you. Rest assured that we will contact you if there is a problem with your order!
All orders are despatched using your chosen method of postage.
We do not accept responsibility for any delays in the postal service or for undelivered goods and strongly advise customers to select the Guaranteed Next Day Delivery option, which includes Parcel Tracking Service and Insurance.
All items will be packed in their branded packaging. (Subject to availability, or a suitable alternative will be supplied).orders over £60.00 will be despatched with a complimentary box (one per order).
We offer a complimentary Gift Wrap service on all items, only where requested.
All gifts arrive gift wrapped and in a Fleur Jewellery Ltd box. For shipping, fragile items are wrapped in bubble wrap and securely packed.
Fleur Jewellery Limited is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases, we offer the returns facilities described below.
All goods supplied by Fleur Jewellery are warranted to be generally free from defects in workmanship and materials and fit for the purpose for which such goods would normally be used. If you purchase goods in the course of your business, all other express or implied terms or warranties relating to the goods are excluded to the fullest extent permitted by law. Subject to this, however, goods are not tested or sold as being fit for any particular or for use under specific conditions, unless expressly agreed in writing. All services provided by Fleur Jewellery Limited will be provided with reasonable skill and care and within a reasonable period. If you purchase services in the course of your business, all other express or implied terms or warranties relating to the services are excluded to the fullest extent permitted by law.
Subject to the right of consumers to return goods for refund under The Consumer Protection (Distance Selling) Regulations 2000. Fleur Jewellery Limited does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering.
In the event that Fleur Jewellery, at its discretion (unless the Consumer Protection (Distance Selling) Regulations apply), agrees to accept the return for credit of unwanted products, the goods must be returned within the guidelines of the Returns Policy.
How to return an item
It is our aim to make exchanges and refunds as easy as possible.
To return an item
The returns process is very simple. You have seven working days to contact our Customer Service Department to advise us of your wish to return an item and to request an authorisation number for the return. Once you receive this, you then have a further seven working days (from the day you get the number) to get the item and the authorisation number back to us by post. The authorisation number is very important as it helps us to track your return and items returned without this number will not be processed, so don't forget it!
You will have to pay for the postage costs of any items you return and should the return get lost in the post this is your responsibility. Therefore, we strongly advise that you preserve all evidence of your return and we highly recommend that you return anything to us by recorded delivery or by any other means that can provide proof of sending. Proof of postage documents must contain the address of the recipient (that's us!), the date of postage and the authorisation number that you received from our Customer Service department.
When returning an item through post we recommend that send all items by recorded delivery and that you obtain a proof of posting as we do not accept responsibility for items lost in the post.
We are not liable for any delays that are caused by the Royal Mail delivery service.
We do not give back the price you paid for postage for any items returned unless faulty or a dispatch error.
For your benefit and security in the event of a return we recommend that you send the goods by Royal Mail Special Delivery. You can collect a Special Delivery bag free of charge at your local Post Office. This will ensure proof of delivery and insurance of the goods whilst they are in transit. Simply enclose a note giving the reason for the return, wrap the package securely and send the package to our address: Fleur Jewellery Ltd, 1a High Street, Walton on Thames, Surrey KT12 1DG. Please remember to enclose a copy of your invoice. Alternatively enclose your name, address, e-mail contact or daytime telephone number. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box.
Simply print off the returns form complete the relevant information, place the item you are returning, with the completed form, into a padded envelope, affix the returns address label and correct postage (you may wish to re-use the envelope your goods arrived in).
Send it to us using Royal Mail "Signed For" service, for items of higher value we would recommend Royal Mail "Special Delivery" service which offers full tracking and insurance. Costs of returning goods to Fleur Jewellery Limited are the responsibility of the customer. We do not accept responsibility for returned goods until they have been received by us.
All returns require Proof of Purchase; your order number can be found on your invoice/delivery note/confirmation email.
We endeavour to handle exchanges and refunds within 24hrs of receipt, although at busy exchange periods such as Christmas we may need slightly longer.
All exchanges are despatched using Royal Mail 1st Class "Signed For" service. Should your exchange be of an urgent nature, Royal Mail "Special Delivery" service can be purchased. In some instances it is quicker and easier to place a new order for the correct item and return the original item for refund.
Items can be returned to our Head Office which is our store at the following address:
Fleur Jewellery Ltd
1a High Street
Walton on Thames
Please ring us on our helpline number below or email us if you have any queries about returns;
If you are returning an item because of an error on our part or because it is defective, we will be happy to either replace the product or offer a refund for the value of the goods and postage returned upon receipt.* *If damaged in transit customer needs to notify us by 3pm the following day. If you need to return an unused item then you can do so within 14 days for an exchange or refund as required (this does not affect your statutory rights). Full details of how to return items will be sent with your order, or call 01932 252280 for advice. We promise to either refund or exchange any item, except earrings, within 18 days of the date of online purchase, unless items are damaged. We will not offer a refund on damaged items. We will also not offer a refund on sale items as they are heavily discounted for quick sale. We can accept items bought online to be returned in store as long as they are returned in perfect condition and with proof of purchase. We can offer an exchange, credit note or refund under the discretion of the director.
We will accept the return of any item that has been incorrectly ordered by you provided that the products returned are in a resaleable condition. We will not be held responsible for the cost of postage for returned goods. All incorrect orders returned to us will be subject to a 10% restocking charge. Please note that jewellery made to order especially for you cannot be returned.
To return a gift
Cash refunds for a gift can only be made to the payment card used to purchase the goods.
Faulty or Damaged Items
If you are returning an item because of an error on our part or because it is defective, we will be happy to either replace the product or offer a refund for the value of the goods and postage returned upon receipt.*
*If damaged in transit customer needs to notify us by 3pm the following day.
We offer seasonal discounts to loyal customers via discount codes and we also reward customers that introduce a friend to our website. We also hold a January Sale and with regret there is no exchange or refund on sale items as they are discounted for quick sale.
We can offer gift vouchers for any denomination and all of our gift vouchers are valid for twelve months from the date of issue.
Why you can feel secure shopping with us
When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.
Industry leading transaction security
All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Internationally recognised encryption and data storage
Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
Private network links to banks
SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.