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Terms & Conditions
Making a Purchase:
You will receive email confirmation of your order as soon as it is received and a further email notification of dispatch. Payment is made via our secure server, Paypal, using a Paypal Account or any major Credit / Debit Card. All prices displayed on the site are in Pounds Sterling (GBP). We welcome purchases from Overseas. Please note that your card company will charge you for the purchases you make in your local currency at that date's exchange rate.
Bespoke Service:
Please note that as well as all the products featured on the site we do offer a bespoke service. For example if you would like a colour combination that isn't featured on the site or say you would prefer a design with silver rather than gold, please don’t hesitate to ask.
Descriptions:
We do our absolute best to ensure that all our descriptions and images describe the items for sale as accurately as possible. However, since all items are individually handcrafted, often using natural materials i.e. semi precious stones, their composition and colour may vary slightly from that shown. Each item is therefore unique and all measurements are close approximations. If you are at all unhappy with your purchase or our service please contact us immediately and we will do our very best to rectify the situation or arrange for a return (please see Returns section below).
Shipping:
MerleOGrady.com offers shipping worldwide via Royal Mail. We make many items to order - as specifiied in each product description. This usually takes no more than 14 days and in most cases approx. 7 days . Once your order has been produced we dispatch items within 1-2 working days and every purchase comes carefully packaged it's own branded luxury jewellery box along with our jewellery care card.
All items are sent by secure Recorded Delivery to cardholder/ account holder's address only. Delivery to a different address from the cardholder/account holder's is only available wihin the UK and only by prior arrangement by emailing sales@merleogrady.com. Please note a signature is required upon delivery. In the event of non-delivery we can replace or refund your order after 15 working days of your order's due delivery date, after which time Royal Mail will classify the parcel as lost. If you prefer (and stock permits), we can send a replacement immediately if additional payment is provided. The original payment will then be refunded after the 15 working days have elapsed. Unfortunately Merle O'Grady Accessories cannot be held responsible for the late delivery or loss of items in the post.
Please note we cannot deliver to P.O. Boxes and any customs charges or local charges are the sole responsibility of the customer.
| Area |
Cost |
Services* |
|
UK:
|
£2.99 |
1-2 business days, Royal Mail 1st Class Signed For |
|
IRELAND:
|
£3.99 |
3-5 business days, Royal Mail International Signed For |
|
EUROPE:
|
£4.49 |
3-5 business days, Royal Mail International Signed For
|
| USA & CANADA: |
£5.99 |
4-10 business days, Royal Mail International Signed For |
| REST OF WORLD: |
£6.99 |
4-14 business days, Royal Mail International Signed For |
* Shipping times are approximate
Privacy Policy:
We do not disclose customer details to any third parties whatsoever.
Returns Policy:
If you are unsatisfied with your purchase you must inform us within 7 days of your receipt of the goods. Please note that for hygiene reasons we are unable to refund or exchange earrings. We are also unable to refund any item that was specially commissioned and made for you outside our usual range.
Returns Procedure:
Send an email to
sales@merleogrady.com detailing the item(s) you would like to return including the order reference number from your receipt. We will then issue you with a Returns Reference Number which you will need to write clearly on the front of your returns package. Please send your parcel by recorded delivery* to the following address:
Merle O’Grady Accessories
26 Burwash House
Weston Street
London
SE1 3RW
England
Attn: Returns Reference (write your returns ref. here)
*Items must be sent by recorded delivery as we cannot accept responsibility for returned items lost in transit.
Upon receipt, we will be happy to issue a refund or exchange provided item(s) have been returned in perfect condition and in their complete original packaging & within 7 days of receiving your returns reference by email (7 days for UK, within 10 days for Rest of Europe and within 15 days for Rest of World).
A refund will not be issued if the returned item(s) are damaged in transit as a result of original packaging not used.
Repairs:
We will repair any design purchased through MerleOGrady.com. Items purchased through other retailers must be returned for repair through the store where the item was purchased. Please email sales@merleogrady.com and request a Repair Reference Number.
To return an item for repair, please follow these steps:
1. Obtain a Repair Reference via email at sales@merleogrady.com. We will not accept packages without a repair number clearly writen on the package.
2. Please include a copy of your receipt or proof of purchase.
3. Pack your item, wrapping delicate items well.
4. Please Include the Repair Number in the following return address:
Merle O’Grady Accessories
26 Burwash House
Weston Street
London SE1 3RW
Attn. Repair Number (write repair number here)
*Items must be sent by recorded delivery as we cannot accept responsibility for returned items lost in transit.
Repairs on items less han 1 year old are free (exc. shipping) & approximate repair time is 2 - 5 weeks. Please note, due to the limited edition nature of our products, we may not be able to order certain components needed to repair items. In the unlikely event of this happening we will due our utmost to find the most similar component possible to repair your item.