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Website Terms of Use

This website is operated by Hearts of London whose address is 17 Arundel House, 36-43 Kirby Street, Hatton Garden, London, EC1N 8TE. Our telephone number is 0845 009 2376 and our email address is info@heartsoflondon.co.uk. If you have any questions please do not hesitate to contact us and our diamond and jewellery consultants will be pleased to assist you.

These terms and conditions govern your use of and any purchase from this website. These terms and conditions govern your use of and any purchase from this website. By visiting or using this website you agree to and accept these terms. If you do not agree to all of these terms, please do not use this website or make any purchases from it. We may amend these terms and conditions at any time without prior notice. If we do amend these terms and conditions, the amended terms will be effective when posted on this website.

Pricing and Product Availability

Hearts of London proudly adhere to and enforce the standards established by the Kimberley Process, an international system that polices the trade of diamonds to ensure they are from sources free of conflict. We only source diamonds through the largest and most respected suppliers who comply with the same.

If, as rarely happens, information, including prices, are inaccurately displayed on the website, we reserve the right to correct such errors. We do not honour inaccurate prices. If an item’s price on the website is lower than its actual price, we will first try to contact you for instructions before dispatching the item to you or, otherwise, we will cancel the order and advise you that this is the case.

If the item has already been sent to you, you agree to either return that item or pay the difference between the charged price and the actual price. The price of each product or service is regularly reviewed and may go up or down.

Promotional or discounted offers on this site are provided at our discretion. All offers are subject to availability and may be withdrawn at any time. We do not accept any liability to you or any third party for any error or omission on this website.

Policy on Conflict Diamonds

Hearts of London proudly adhere to and enforce the standards established by the Kimberley Process, an international system that polices the trade of diamonds to ensure they are from sources free of conflict. We only source diamonds through the largest and most respected suppliers who comply with the same.

Reviews

Hearts of London proudly adhere to and enforce the standards established by the Kimberley Process, an international system that polices the trade of diamonds to ensure they are from sources free of conflict. We only source diamonds through the largest and most respected suppliers who comply with the same.

Online Images

All images used on our website are available in order for you to view in great detail. Some products may appear larger or smaller than their actual size on the website and because of variations in computer monitors and settings, colour and size may vary.

Payment Methods

You may make your purchase using your VISA or MasterCard credit card. We will charge you for any handling fees incurred by us in respect of payment through a debit or credit card in addition to the price of your item. All such fees will be highlighted to you during the course of making your purchase.

If you would like to receive a 1.5% discount on your order (which must be over ₤500), please call us on 0845 009 2376 to arrange payment through your bank. We reserve the right to cancel your purchase in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you using the email address you provided at the time of making your purchase or via your bank.

In the event we are not able to contact you or your bank, we may cancel your purchase with no liability whatsoever.

Comparison Purchasing

We do not allow comparison purchasing. This is when you buy several of the same item, keeping the one you like best, and then returning the remainder. If you need assistance in purchasing from us, we would be happy to help you make your choice and so please call one of our diamond and jewellery consultants on 0845 009 2376.

VAT

All our prices include value added tax (VAT) at the prevailing rate. The UK VAT Retail Export Scheme allows the VAT amount to be reimbursed to customers when they purchase goods from within the European Union and export them outside thereafter. Hearts of London is an internet based company and so cannot participate in such scheme.

Delivery

Hearts of London is pleased to offer free delivery within the UK. We use Royal Mail Special Delivery (Next Day Service) and FedEX Priority Service and such methods of shipment are fully insured against losses, damages and theft in transit.

You will receive an email confirmation once you make your payment, which will give you complete information about the product details and the estimated delivery time. Typically orders will be dispatched within 5 working days (unless otherwise stated) however delivery times may be longer for some items.

We will make every attempt to contact you in the event of any changes or delays to this. In addition, you can check the status of your order online, any time. While every attempt is made to deliver goods within the estimated time, delays are occasionally inevitable due to unforeseen factors.

Hearts of London do not warrant or guarantee the specified delivery date, and shall have no liability to you for any loss, damage, expenses or other claims that you may incur as a result of a delayed or late delivery. Once you have received your purchase, you become the owner of those items and they will be held at your own risk. We are not liable for their loss or destruction once they have been received by you.

Signature and Identification Required

A signature will be required upon delivery of your order. Please make arrangements for someone to be available at the shipping destination to show photo identification and to sign for receipt. We urge all customers to inspect your package for damage or tampering before receiving or signing for receipt. If your packaging has been damaged or tampered with, you must not accept delivery.

Alternate Delivery Addresses

If you prefer, we can send your order to an address other than your billing address. As a security precaution, we require that your alternate delivery address be on file with your credit card company. This step helps protect you from fraudulent charges to your credit card. Please contact us on 0845 009 2376 to arrange such delivery.

In Person Collection

If you wish to receive your order immediately, you can visit our workshop in Hatton Garden and collect the same to avoid transit time. Simply let us know your preferred day and time so we can book an appointment for you to collect.

Diamond Certificates

You will receive the accompanying diamond grading report (also called a diamond certificate) with your order. They are very expensive to replace as they are detailed documents created by diamond grading experts at one of two highly-respected diamond laboratories (International Gemological Institute (IGI) & Gemological Institute of America (GIA)) . Therefore, we require each diamond grading report to be included with each returned diamond. If you do not include both the diamond grading report and appraisal with your return, you will be charged a replacement fee of £139.00+VAT.

Order Cancellation and Returns Policy

Hearts of London is pleased to offer its customers a period of 40 days from the date their order is despatched to cancel or return their order. If you wish to cancel or return your purchase, simply call our diamond and jewellery consultants on 0845 009 2376 for a return authorisation code and instructions.

You must call us before returning items so we can send you a ‘pre-paid’ returns packet. This packet must be used for returning your items to us. Any unauthorised, improperly packaged, or non-insured packages will be returned to back to you and will not be accepted by Hearts of London. Items that have been damaged in any way cannot be accepted for return.

Loss & Damage

Hearts of London will not be responsible for loss or damage of return shipments. We cannot be held liable for any loss you may suffer as a result of late delivery or cancellation of your order. Once your item has been returned, your order cancellation will take effect after a) it is received by Hearts of London, and b) we have analysed the item and verified that it is in its original condition.

The following conditions must be complied with for a refund to take effect:-

  • Items showing signs of wear or that have been altered, resized (by a jeweller other than Hearts of London), or damaged in any way cannot be accepted for return.
  • Returns with no Hearts of London return code and packages that are improperly packaged or uninsured will be refused.
  • Earrings for pierced ears cannot be returned due to health and hygiene considerations.
  • Ensure that you send back the original accompanying certificates as well as the original box in which the product was sent. If you do not do this, you will be liable for the replacement cost of the packaging and other material, including the certificate which carries a ₤139 + VAT replacement fee.
  • Address your package correctly and clearly with the address provided to you. Do not write Hearts of London anywhere on the outside of the box.
  • All items must be returned via Royal Mail Special Delivery which ensures there is proof of delivery. Please insure the item for a maximum value, which currently is £2,500.

Depending upon the payment method used, it can take 8-10 working days for the refund to appear on your bank/card statement.

Re-sizing

We will gladly re-size any item at any time after your purchase. We may make a small charge to cover any costs we incur. If you are in doubt of your ring size, please see our ring sizing guide, request a free ring sizer or call one of our jewellery advisors for assistance.

Please telephone us on 0845 009 2376 or email us at info@heartsoflondon.co.uk before returning your item for re-sizing. We will send you a returns packet and ring resizing form. You must state the desired size required, the product code for the ring and your name to make sure we can do this for you.

Generally resizing takes 3-5 working days, however some items can only be made within specific size ranges, and others can be specially made but this will take longer to return to you. Items that have been received and then sent back to be re-sized, will not be accepted for a refund.

Legal Notices

Hearts of London will not be liable for any indirect, special, incidental or consequential damages of any kind, regardless of the form of action, whether in contract, tort (including negligence), strict product liability or otherwise, in no circumstances, even if we have been advised of the possibility of such damages.

Privacy Policy

For details of how we may use information which we obtain from you by your use of the website, please refer to our privacy policy on our website which forms part of the contract under which we provide you with services. If you do not accept all of these terms, then please do not use this website. You must keep secure any means of identification which we supply to you in order to use services on this site. You must supply accurate and complete information when using this site.

Third Party Rights

A person who is not a party to these terms and conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these booking terms and conditions. This paragraph does not affect any right or remedy of any person which exists or is available otherwise than pursuant to that Act. Applicable Law

Applicable Law

These booking terms and conditions shall be governed and construed in accordance with the laws of England and the courts of England shall have non-exclusive jurisdiction to adjudicate any dispute which arises thereto.

Intellectual Property

The Hearts of London name, logo and all related product and service names, design marks, slogans, images, animations, pictures and videos are the trade marks or service marks of Hearts of London. All other names, logos and all related product and service names, design marks and slogans used on this website are the trade marks or service marks of their owners. All rights are acknowledged.

All copyright and other intellectual property rights in any material, including html code, text, photographs or other images displayed on our website, are either owned by us or have been licensed by the owner for our use.

If you wish to use any of the information or material displayed on our website, you must first obtain our written permission, or that of the owner of the rights to the material, as the case may be. You must not modify, copy, transmit, display, perform, publish, license or create derivative works from any information or software accessed by means of the service. Where copying or transmission is expressly permitted, you must not change or delete any author attribution or copyright notice.

Reference in this website to any products, services, processes, trade names, trade marks or other information of third parties does not imply or constitute an endorsement, sponsorship or recommendation to you by us. Links to other websites not operated by us are solely for your convenience. We are not responsible for any products, services, processes, trade names, trade marks or other information provided by third parties. Our inclusion of hyperlinks to such websites does not imply any endorsement of the material on such websites or any association with their operators.

You must not use our website for any activities which breach any laws, infringe any party's rights, or breach any standards, content requirements or codes promulgated by any relevant authority. You must not use our website in any way which interferes with other users or defames, harasses or menaces anyone. You indemnify us from and against all actions, claims, suits, demands, liabilities, costs or expenses arising out of or in any way connected to use of the website by you or any other person using your membership identification or password.

Unless otherwise provided within these terms, or unless specific applicable law requires Hearts of London to allow you to do so, you may not do any of the following without the prior written consent of Hearts of London:

  • Use any robot, spider, other automatic device, or manual process to monitor content on Hearts of London website
  • Use the Hearts of London website other than to make legitimate enquiries or purchases
  • Use the Hearts of London website to make any false, fraudulent or speculative purchase, or any purchase in anticipation of demand
  • Imply in any fashion that Hearts of London is endorsing your products or services
  • Place false or misleading information on Hearts of London website
  • Post or transmit any unlawful, threatening, libellous, defamatory, obscene, indecent, inflammatory, pornographic or profane material or any material that could constitute or encourage conduct that would be considered a criminal offense, give rise to civil liability, or otherwise violate any law; or for any other purpose that is unlawful or prohibited by these terms
  • Use or access the Hearts of London website in any way that, in our reasonable judgment, adversely affects the performance or function of the Hearts of London website, or any other computer systems or networks used by Hearts of London, other Hearts of London website users or customers
  • Upload or transmit to the Hearts of London website or use any device, software or routine that contains viruses, Trojan horses, worms, time bombs, or other computer programming routines that may damage, interfere or attempt to interfere with, intercept, the normal operation of Hearts of London website, or appropriate the Hearts of London website or any system, or take any action that imposes an unreasonable load on our computer equipment, or that infringes upon the rights of a third party
  • Use any device, software, or routine that interferes, or attempts to interfere, with the normal operation of Hearts of London website, or take any action that impose an unreasonable load on our equipment; or disguise the origin of the information transmitted through the Hearts of London website