Terms of service

These Terms & Conditions govern the use of this website and the purchase of any products from Clementines. By accessing our site or placing an order, you agree to be bound by the terms outlined below.

If you have any questions, please contact us at contact@clementinesjewellers.com

1. Made-to-Order Jewellery

All Clementines jewellery is handcrafted to order. This means each piece is made specifically for you based on your chosen size, metal, diamond selection, and design.

Due to the personalised nature of our pieces:

  • orders cannot be cancelled once production begins, and
  • returns or exchanges are not accepted, except in cases of a verified defect.

Please ensure all details (e.g., ring size, metal choice, carat weight) are correct before placing your order.

2. Order Process

Once an order is placed, materials are sourced immediately and production begins shortly thereafter.
We reserve the right to refuse or cancel orders at our discretion (e.g., suspected fraud, incorrect pricing).

If an item becomes unavailable or cannot be fulfilled, we will notify you and offer an alternative or refund.

3. Production Timelines

Standard designs require approximately 5 weeks for crafting.
Bespoke pieces and complex designs require 8–12 weeks.

These timelines are estimates and may vary depending on material availability, seasonal demand, and workshop scheduling.

We will always keep you updated if any delays occur.

4. Shipping & Delivery

We ship all jewellery securely and require a signature upon delivery.

UK Orders

Shipped via Royal Mail Special Delivery (Next Working Day by 1pm).
Compensation up to £750 is included as standard.
Additional insurance can be arranged upon request.

International Orders

Shipped via DHL Express. Delivery times are typically 2–7 working days once dispatched.

Courier Responsibility

Once a parcel has been accepted by the courier, Clementines is not liable for courier delays, missed deliveries, or circumstances beyond our control (e.g., customs delays, weather disruptions, service strikes).

We will assist in tracking and support where needed.

If a parcel is lost in transit, we will help initiate a claim with the courier.

5. Customs, Duties & Taxes

For international customers, duties and taxes are calculated at checkout (DDP where applicable).
This ensures a smooth delivery with no unexpected fees upon arrival.

Customers are responsible for ensuring their shipping information is accurate.

6. Fraud Prevention & Verification

To protect our customers and our business:

  • We document all shipments, including tracking, packaging, and dispatch confirmation.
  • For high-value orders, we may require additional verification (e.g., proof of identity or address) before dispatch.
  • In cases of chargeback disputes, we will provide full evidence, including tracking data, delivery confirmation, communication, and order details.

We reserve the right to cancel any order suspected of fraudulent activity.

7. Warranty

We provide a 12-month craftsmanship warranty on all jewellery.
This covers manufacturing defects but does not cover:

  • normal wear and tear
  • accidental damage
  • loss
  • gradual changes (scratches, dullness, bent prongs, etc.)
  • damage caused by improper handling or third-party alterations

If damage occurs beyond the warranty period, we may offer repair services at a quoted cost.

8. Diamonds, Gemstones & Variations

All engagement rings and bespoke diamond jewellery (1ct individual diamonds and over) include an independent diamond certificate (IGI for lab-grown, GIA for natural).

Because diamonds and gemstones are natural materials, slight variations in colour, clarity, or weight may occur.

Product photos and videos are for visual reference only.

9. Intellectual Property

All content on this website — including designs, images, text, branding, and graphics — is the intellectual property of Clementine’s and may not be copied, reproduced, or used without written permission.

10. Privacy & Data

Your personal information is used strictly for order processing, communication, and fraud prevention.
We do not sell or share your data with third parties beyond essential service providers.

Please refer to our Privacy Policy for full details.

11. Limitation of Liability

Clementines is not liable for:

  • damage caused by improper care
  • loss or theft of jewellery after delivery
  • allergic reactions (we use high-quality metals, but sensitivities vary)
  • courier delays or third-party actions
  • customer-provided incorrect sizing or order details

Our maximum liability is limited to the purchase price of the jewellery.

12. Updates to Terms

We may update these Terms & Conditions from time to time.
Continued use of our website constitutes acceptance of the updated terms.