Terms of service
ORDERS
All items are handcrafted in the UK, London and most of them are:
Most of our jewellery is handcrafted to order in our studio, allowing you to choose your perfect size, metal and gemstone. Crafting time: 10-15 working days.
HANDCRAFTED to ORDER pieces - the processing/ making time is currently approx 2-3 weeks before shipping.
Handcrafted and READY to dispatch pieces are posted within 2-3 days.
CUSTOM MADE / BESPOKE ORDERS
Although all of our Jewellery pieces are handmade to order, we are also happy to take requests from our customers for specially designed Custom Orders with Gemstones and Materials of their choosing.
Custom-made (bespoke) orders can be made by contacting us via custom request, email or phone, please see our contact details on the CONTACT page.
Custom-Made Orders take approx 3-6 weeks to complete but sometimes take longer depending on materials and design.
100% payment is required at the time of placing an order.
Please make sure your ring size is accurate before placing an order. If you need any help with sizing, we are happy to help, please ask.
You can cancel your Custom order within the 1-3 days period, in the event if any non-refundable materials were bought towards your order - it will be deducted from your original payment.
Every effort will be made to replicate stones, supplied graphics and photos on previous designs.
*Please refer to paragraph 1. of “Guarantee of quality”.
Custom Orders are excluded from any seasonal / special Offers and Sales.
____________________________
Personalised Jewellery Engraving
Our optional Personalised Jewellery Engraving Service is available as a separate purchase and can be added to selected Bijoux de Chagall jewellery.
As each engraving is completed to your individual requirements, please ensure that all names, dates, spelling and punctuation are entered correctly before placing your order. Engravings will be completed exactly as provided by you.
Once your jewellery has been engraved, it becomes a personalised item and cannot be cancelled, returned or refunded, except where the item is faulty.
If you are unsure whether your chosen engraving will fit your jewellery piece, we will contact you before production begins to discuss the available options.
• We reserve the right to contact you if we believe your requested engraving may not be suitable for the size or design of your chosen jewellery piece.
____________________________
Professional Custom Jewellery Design & Development Service
The Professional Custom Jewellery Design & Development Service is a standalone design consultancy service provided prior to the manufacture of bespoke jewellery.
The Design & Development Fee covers the time, expertise and creative work involved in researching, developing and presenting your bespoke jewellery concept. This includes, where applicable, design consultation, concept development, gemstone recommendations, CAD modelling, rendered visualisations and design refinements.
As this is a personalised service that begins shortly after purchase, the Design & Development Fee is non-refundable once work has commenced, even if you later decide not to proceed with the manufacture of the jewellery.
Should you commission your jewellery with Bijoux de Chagall, the full Design & Development Fee paid will be deducted from the final price of your bespoke commission.
All concept designs, renderings, CAD models and production files remain the intellectual property of Bijoux de Chagall and may not be reproduced, shared, manufactured or used by another jeweller without our prior written permission.
The service includes one round of reasonable design refinements. Additional revisions or significant changes to the original design brief may incur additional design fees.
The purchase of a Design & Development Service does not include the manufacture of jewellery. A separate quotation for the finished piece will be provided following completion and approval of the design.
____________________________
ONLINE SECURE PAYMENTS:
Credit/Debit Cards, PayPal, PayPal Pay Later / Pay in 3 (subject to eligibility).
____________________________
Optional instalment payments:
1. PayPal Pay Later / Pay in 3
Customers paying via PayPal may be offered the option to spread payments using PayPal Pay Later or Pay in 3, subject to PayPal’s eligibility criteria and approval.
These options are provided directly by PayPal and will only appear in the customer’s PayPal checkout if they qualify.
Bijoux de Chagall does not influence eligibility decisions or lending approvals made by PayPal.
2. Pay it Monthly
We offer flexible monthly payment plans through PayItMonthly.com.
Please contact us before placing your order and we'll send you a secure application link. Once approved, you can spread the cost of your jewellery over up to 6 months, subject to PayItMonthly's terms and eligibility.
____________________________
PRICES:
As our Jewellery business depends on commodities of precious metals such as Silver and Gold, the prices can be changed at any point in time.
All prices displayed on our website are inclusive of VAT (Value Added Tax). This clearly states that VAT is included in the final price.
Our VAT registration number is 488474138.
INTERNATIONAL TAXES:
• Payments of International Taxes & Duties are the sole responsibility of the purchaser.
Please NOTE - NO Refund will be given on Orders in the event of refusal to pay Import Taxes and Duties.
INTERNATIONAL DELIVERY
International orders are sent using our secure express international delivery service through Parcelforce/FedEx. We remain available to assist directly with the carrier should any delivery or customs queries arise.
International delivery charges are subsidised by Bijoux de Chagall, meaning the delivery price paid by the customer represents only part of the actual shipping cost.
GUARANTEE OF QUALITY
1. *Part of the charm and artistic value of handcrafted and finished jewellery is it could contain small marks and imperfections as opposed to mass-produced machine items and are not necessarily an indication of flaws.*
2. All handmade pieces are unique and no two items are identical so please take it into consideration when placing a custom order based on previous designs.
3. 12-Month Craftsmanship Guarantee
All jewellery pieces created by Bijoux de Chagall comply with UK Hallmarking Laws, and all metals and gemstones used are authentic and genuine.
We offer a 12-month Craftsmanship Guarantee covering manufacturing faults. If a piece appears to have a fault related to the way it was made, we will repair it free of charge within this period (excluding shipping costs).
This guarantee does not cover damage resulting from normal wear and tear, accidental impact, improper use, or activities that place unusual stress on fine jewellery. Examples may include heavy manual work, lifting, sports, or situations where the ring may be struck against hard surfaces or exposed to harsh chemicals such as cleaning products or chlorine.
Fine jewellery should be removed during such activities to prevent damage to prongs, stones, or settings.
Prongs and stone settings are delicate elements of fine jewellery and may require maintenance over time depending on lifestyle and wear.
Our jewellery is crafted with substantial thickness in ring shanks, prongs, and settings to ensure durability when worn with normal care.
We always supply Jewellery and Gemstones Care instructions with every purchase. If damage occurs outside of the guarantee conditions, we are always happy to assist with professional repair services for a reasonable repair fee.
PHOTOS & COLOURS
The colours of the product's pictures can vary depending on the brightness, colour tones etc of customers' devices and can look slightly different in real-time viewing and as such we do mention this in our adverts. The colour of individual gemstones is unique and Bijoux de Chagall cannot guarantee that the colour of the stone will exactly match that shown in illustrative photographs on its website.
The colour of precious metals vary and for illustrative purposes only as each precious metal Jewellery piece is standard and Hallmarked by UK official Assay Offices.
SUSTAINABLE and ETHICAL JEWELLERY
Our jewellery pieces are made from recycled materials and ethically sourced gemstones. We take great satisfaction in using non-toxic products during the production process of our Jewellery. Recyclable materials and packaging are used wherever possible. All our Gemstones are Ethically sourced and our Diamonds are Conflict Free. We use NATURAL and LAB-CREATED Gemstones as these stones are Eco-Friendly and yet they are 100% still REAL Gemstones.
GEMSTONES
We use many Natural and Lab-grown Gemstones in our Jewellery pieces. Some of the gemstones are exclusively hand-cut and unique.
Those Gemstones are more valuable and rare, and as they are often custom and hand-cut some minor imperfections are expected and normal.
The majority of Natural gemstones have some natural inclusions and traces of minerals.
All gemstones require care including Diamonds. Rough, Salt & Pepper Diamonds are more fragile than standard, traditional stabilised clear Diamonds.
Softer Gemstones such as Moonstone, Turquoise, Aquamarine, Opal and Pearls require special caution and extra care. We include Jewellery, Gemstones and Opal gemstones Care instruction leaflet with every Order.
The colour of individual gemstones is unique and Bijoux de Chagall cannot guarantee that the colour of the stone will exactly match that shown in illustrative photographs on its website.
WHY DO WE USE NATURAL and LAB-GROWN GEMSTONES?
We absolutely love and use lots of NATURAL gemstones, they are gorgeous and beautiful, but some of our gemstones are Lab-created.
It's because some Natural stones are very rare and almost disappeared from our planet and Lab-Created gemstones have less effect on the ecology and are conflict-free!
Mining natural gemstones is an energy-intensive and ecologically invasive procedure, affecting fragile ecosystems across the world. Lab-grown gemstones are a victory for the environment, human rights and gemstones supply chain transparency.
WHAT ARE LAB-GROWN GEMSTONES and DIAMONDS?
The Lab-created Gemstones & Diamonds are physically, chemically and optically identical to the natural mined geological gemstones. They are Real and Genuine gemstones and they should never be confused with artificial ones.
We are proud to use lab-grown diamonds and gemstones in many of our designs. They are Real and Genuine gemstones with the same essential chemical and physical properties as their mined counterparts and they should never be confused with artificial imitation ones.
We see lab-grown gemstones as a revolutionary development in modern jewellery: beautiful precious materials created through advanced technology without the need to extract every new stone from the Earth.
For us, this is an important environmental choice. Traditional gemstone and diamond mining can involve extensive land disturbance, resource use and environmental impact. Choosing lab-grown stones allows us to reduce our reliance on newly mined gemstones while embracing innovation and a more environmentally conscious approach to fine jewellery.
We are proud of this choice. We believe it is time to rethink the traditional idea that a gemstone must be taken from the Earth to be precious. Beauty, craftsmanship, meaning and love are not defined by a mine.
Most of our Lab-grown Diamonds are IGI Certified (International Gemological Institute).
PRECIOUS METALS RECYCLING
Unfortunately, we can not accept your own jewellery pieces for melting and repurposing as being a small business - we do not own a refinery and casting business facilities, so our individual designs are sent to a big professional casting company which uses recycled precious metals in already refined and grain form. They cast hundreds of other jewellers designs and are unable to do individual refinement/ melting service.
We could suggest you could sell your own Jewellery to the refinery and contribute to an ecological and recycled process to support our Eco system and Eco jewellery movement and use the money from that sale to put into your purchase of the new Jewellery pieces.
Here is the link to the biggest UK Jewellery supplier Cooksongold which uses and recycles precious metals and where we are often buying tools, findings and gold:
https://www.cooksongold.com/scrapgold/
At the link above you can get an instant quote of your Jewellery's gold's worth (you need to know the weight of your ring in grams).
MATERIALS AND CARE
PRECIOUS METALS
9ct Gold, officially classified as 375 fineness, is an alloy containing 37.5% pure gold, the rest is another metals - approx 42.5% silver and 20% copper. It is also possible to find slight variations in this combination.
14ct Gold, officially classified as 585 fineness, is an alloy of 58% pure gold with 42% other metals (such as copper, silver, and zinc).
18ct Gold, officially classified as 750 fineness, is an alloy of 75% pure gold with 25% other metals (such as copper, silver, and zinc).
Sterling Silver is an alloy composed of a weight of 92.5% silver and 7.5% other metals, usually copper. The sterling silver standard has a fineness of 925.
Fine Silver combines 99% of pure Silver and 1% of other metals.
METAL'S WEIGHT
All precious metals weight stated in our jewellery product's pages are approximate and estimations only as it's due to ring sizes and fluctuations during the casting process and it can not be taken accurately.
SILVER and LOW CARAT GOLD
The tarnishing and oxidation of precious metals is a natural reaction to various factors such as long open-air exposure, air humidity, chemicals, skin body fluids, cosmetic products etc.
The tarnishing and oxidation of Silver and low carat Gold such 9ct and 14ct is NOT a fault and is not a reason for return or refund.
Our UK precious metals are Nickel Free and Nickel is a toxic metal which is prohibited in the UK.
JEWELLERY PRODUCTS CARE INSTRUCTION
Please NOTE - We include Jewellery, Gemstones and Opal gemstones Care instruction leaflet with every Order.
To keep your Jewellery, Gemstones and Opals looking safe and in the same new condition, it's vital that you follow those instructions as we are unable to offer free-of-charge replacements in the event that customers fail to comply with them.
1. Proper Handling and Storage:
• Store jewellery in a clean, dry place away from direct sunlight and humidity. Use a soft pouch or a lined jewellery box to prevent scratches or damage.
• Avoid storing multiple pieces together to prevent tangling or scratching.
2. Avoid Exposure to Chemicals:
• Keep jewellery away from harsh chemicals, including perfumes, lotions, hairsprays, cleaning agents, and chlorine. These substances can damage metals and gemstones.
• Remove jewellery before swimming, bathing, or cleaning.
3. Wear with Care:
• Fine jewellery is delicate and should not be worn during strenuous activities such as exercise, gardening, or heavy lifting to avoid accidental damage.
• Be cautious with prong-set gemstones or delicate chain designs, as they can snag on clothing or objects.
4. Regular Maintenance:
• Periodically inspect jewellery for loose stones, worn prongs, or clasps that need repair. Seek professional cleaning and maintenance when necessary.
• Avoid using abrasive materials or harsh cleaning solutions when cleaning at home. Use a soft cloth or a gentle jewellery cleaner designed for the specific material.
Please do not use any Alcohol wipes, sprays or gels and other chemicals.
7. Warranty and Repairs:
• Follow the manufacturer’s guidelines for care and maintenance to ensure warranty coverage remains valid. Use authorised repair services to avoid voiding warranties.
If you are not sure how to clean your jewellery piece - please get in touch with us, we are always happy to help.
CONTENT OF THE WEBSITE and COPYRIGHT
All rights reserved, all images, designs and products used are subject to intellectual property rights and copyright law.
All information is provided for non-commercial, personal use only on this site and may not be copied, duplicated, altered, or transferred to any website or medium whatsoever.
CUSTOMER SERVICE & HELP
We very much hope you enjoy your shopping experience with us and love the jewellery you purchase.
Please contact us with any queries and we will be always happy to help!
We will appreciate your positive feedback if you are happy with your item, in the event you are not totally satisfied with your purchase - please contact us as we will make every effort to resolve any issues you may have.
RING SIZES
We strongly recommend checking your ring size before ordering your ring.
Ring size conversion is available widely on the internet.
Ordering the correct ring size is your own responsibility.
If you have ordered the wrong size, please contact us within 5 days of delivery.
If your ring size needs to be made 1/2 or 1 size bigger or smaller - it is possible to do this in our IN-HOUSE workshop studio.
An additional Fee will be charged for re-sizing service.
Please get in touch with us for Ring re-sizing processing time and service prices:
sales@bijouxdechagall.co.uk
Please NOTE: Changing a ring size can be a complicated process when all gemstones are already set in place and it can be damaging if not correct equipment is used.
Shipping charges and any International Taxes / Custom Duties are payable by customers for ring size repairs.
SPECIAL OFFERS AND SALES
From time to time, we are running special promotions including seasonal and special offers and sales.
Only one Special Offer Discount Code can be used at any one time per order. Multiple (Two or more) Discount Codes cannot be used for the same order.
Custom Orders are excluded from any seasonal / special Offers and Sales.
RETURNS OF FAULTY ITEMS
At Bijoux de Chagall, we inspect every item of jewellery before it is sent out to our customers. However, if you feel that your item is faulty or damaged in any way then please contact us by email at sales@bijouxdechagall.co.uk within fourteen days (14) days so we can offer you the option to refund the item.
A refund will not be possible if:
1. You have not contacted Bijoux de Chagall by email at sales@bijouxdechagall.co.uk within fourteen (14) days of receiving the item.
2. Upon return and inspection the item is not in its original condition or shows signs that it has been used or damaged after you received the item. In this case, a partial refund may be offered but this is at the sole discretion of Bijoux de Chagall.
3. Items that have been customised, including engraving and special ring sizing, are not eligible for a refund or exchange unless they are found to be faulty.
Shipping charges are not included in Refunds.
RETURDS and REFUNDS:
Our UK retail customers are covered by the UK Consumer Contracts (Information, Cancellation and Additional Charge) Regulations 2013 and may return a Ready-made item or faulty items for a refund within fourteen (14) days of receiving it, provided that:
1. You contact Bijoux de Chagall by email at sales@bijouxdechagall.co.uk within fourteen (14) days of receiving the item. The return Address is provided by Bijoux de Chagall.
2. You return the item by post to us within fourteen (14) days of notifying us of your decision to return the item.
3. You are responsible for paying the cost of returning the item. We strongly recommend that you return items by a signed & insured postal service so that you have written proof that you have returned the item to Bijoux de Chagall.
4. You return the item unused and in the original state you received them, including in the original undamaged packaging, so that we are able to resell the item. Bijoux de Chagall reserves the right to reject the return of any item which has been damaged or handled other than in compliance with its handling instructions, in particular if it has been polished or cleaned using chemical cleaning agents.
Shipping charges are not included in Refunds.
Buying with Confidence:
MADE TO ORDER Items:
We understand that choosing a unique engagement ring or meaningful bespoke piece online is an important and personal decision.
As each handcrafted Made-to-order item is individually created and customised specifically for the customer, these pieces are generally non-refundable under UK consumer regulations. However, we always aim to support our customers fairly and compassionately should a concern arise.
For eligible Made-to-order items, Bijoux de Chagall may offer a store credit of 100% of the original purchase value to reflect the production, materials, and specialist services already committed to the creation of the piece.
Store credit may be used towards another jewellery piece or future custom order with Bijoux de Chagall.
1. You contact Bijoux de Chagall by email at sales@bijouxdechagall.co.uk within fourteen (14) days of receiving the Made to Order item. The return Address is provided by Bijoux de Chagall.
2. You return the item by post to us within fourteen (14) days of notifying us of your decision to return the item.
3. You are responsible for paying the cost of returning the item. We strongly recommend that you return items by a signed & insured postal service so that you have written proof that you have returned the item to Bijoux de Chagall.
4. You return the item unused and in the original state you received them, including in the original undamaged packaging, so that we are able to resell the item.
Bijoux de Chagall reserves the right to reject the return of any item which has been damaged or handled other than in compliance with its handling instructions, in particular if it has been polished or cleaned using chemical cleaning agents.
Credit notes issued under our Order with Confidence Promise may be used only once towards a replacement Bijoux de Chagall piece or custom design. The replacement piece is considered a final sale and is not eligible for a further credit note or exchange under this policy.
Shipping charges are not included in Refunds/ Store Credits.
Exclusions:
Earrings:
Please note that for hygiene reasons, earrings are not eligible for a refund unless they are faulty or damaged when you receive them.
Made to Order, CUSTOM MADE, Bespoke Items:
Any customised items - custom Made to Order and Custom/ Bespoke Orders where the design, material and/or gemstones are chosen, including specially sized rings and personalised products, are not eligible for a refund.
Any items which incorporate coloured precious or semi-precious gemstones and precious metals cannot be returned for non-compliance of the colour with the colour requested at the time of ordering. Bijoux de Chagall will use its best efforts to comply with the requested colour. However, the colour of individual stones is unique and Bijoux de Chagall cannot guarantee that the colour of the stone will exactly match that shown in illustrative photographs on its website.
The tarnishing and oxidation of Silver and low carat Gold such 9ct and 14ct is NOT a fault and is not a reason for return or refund.
CANCELLATIONS
As most of the Jewellery pieces are Handmade to Order, we can only accept cancellation of your order within 1-2 days of purchase.
Custom orders can only be cancelled within 1-2 working days after the placing of your order. After such time, full refunds are not possible as materials / gemstones would have been purchased from our suppliers specifically for your Custom design.
This Returns and Refund Policy has been prepared for Bijoux de Chagall by LawBite (the trading name of LawBriefs Limited). LawBite is authorised and regulated by the Solicitors Regulation Authority, SRA No. 62280.
EU Customers - Right of Withdrawal
Under EU consumer protection law, consumers generally have a right to withdraw from a purchase within 14 days of receiving goods.
However, this right does not apply to goods that are made to the consumer's specifications or clearly personalised.
As Bijoux de Chagall jewellery is individually handcrafted to order and frequently made according to customer-selected specifications, many items may fall within this exemption.
Where an order is considered personalised or made to the customer's specifications, cancellation and return rights may not apply once production has commenced.
If you are located in the European Union and have questions regarding your cancellation rights before placing an order, please contact us and we will be happy to clarify the status of your chosen piece.
EU - GPSR Regulations:
New GPSR - General Product Safety Regulation where each business must to have a legal representative in EU and provide all safety and legal documentations with each selling product - we are fully compliant with the GPSR regulations and Authorised Representative based in EU is set & available.
SAFETY INFORMATION for Fine Jewellery Products:
1. Nickel-Free and Non-Toxic:
• Our fine jewellery products are free from nickel and other toxic chemicals, ensuring they are safe for most skin types.
2. Children and Pets:
- Fine jewellery is not a toy and should not be handled or played with by children. Keep it out of reach of children and pets to prevent choking hazards or accidental damage.
3. Age Restrictions:
• Not suitable for children under 14 years of age due to small parts that could pose a choking hazard or risk of injury.
4. Avoid Ingestion:
• Jewellery should never be placed in the mouth or ingested, as it may cause serious harm.
5. Skin Sensitivity & Allergic Reactions:
• While our products are designed to minimise allergic reactions, some individuals may experience skin sensitivity or allergic reactions to certain metals. If irritation occurs, discontinue use and consult a professional.
6. Wear with Care:
• Avoid wearing jewellery during physical activities, such as sports or heavy lifting, to prevent injury or damage to the piece.
7. Safe Handling:
• Ensure clasps, prongs, and settings are secure before wearing to avoid accidental loss or injury.
8. Keep Away from Heat and Chemicals:
• Do not expose jewellery to high temperatures, open flames, or chemicals such as cleaning agents, as they may damage the materials or finishes.
9. Supervision Recommended:
• For older children or teenagers wearing fine jewellery, supervision is recommended to ensure proper handling and care.
10. Storage Safety:
• Store jewellery in a safe place out of reach of children and pets to prevent accidental damage or swallowing.
By adhering to these safety guidelines, you can enjoy your fine jewellery with peace of mind.
Our precious metal components are sourced from reputable UK suppliers and are specified to comply with applicable UK/EU REACH restrictions, including restrictions on nickel release and restricted metals.