Once the order has been placed we will contact you to confirm the order. Once the order has been completed, we will contact you again to arrange delivery.
Once we have arranged a delivery date with you via email or phone call every effort is made to deliver the goods on that date. Kellerwood will be under no liability for delays due to unforeseen factors. Orders can be collected by hand, by prior appointment, with proof of identity. The items will only be released to the person that paid for the item.
Risk of loss or damage of item/s passes to you once the item is delivered. The item is delivered via Royal Mail Special Delivery. No item will be posted without confirmation – we will call or email prior to postage to arrange an appropriate delivery day.
Once the items are posted Kellerwood will email you the postal details for you to track and trace items.
Goods are deemed delivered when
- The postal agent delivers items to the delivery address and the items are signed for at that address.
- In the event of an attempted delivery that has failed the goods will be ‘delivered’ when you collect the item/s from the indicated post office collection point. The items are returned back to us if you fail to collect the item/s within 5 days. We will then call you to arrange another delivery attempt.
- Kellerwood will not be held liable for items undelivered, lost or damaged whereby the address provided is accessible by third parties.
Items ordered from preexisting stock are subject to cancellation if you inform us within 14 days from the day after receiving the goods. Once you have informed us the goods must be returned as soon as possible but no longer than 5 business days after notification. You will be given a full refund however Kellerwood is not liable for the costs of return postage. There is a legal requirement on your behalf to take care of the goods whilst in your possession. If the item/s are damaged in your possession Kellerwood reserves the right to reduce the refund in line with the cost of the damage to the items.
Items that are made to order are non refundable unless in the unlikely event they are faulty – in line with your statutory rights. Please call us 01273 978157 or email if you wish to cancel within one business day if you feel a mistake has been made when ordering. If the items have not been put into production we will cancel the order and refund you.
Returns of faulty orders returned within 30 days of delivery will be granted only where you have returned the item with its certificate where applicable. The following costs are for your consideration in relation to returned items:
a) Non-return of the certificate will be charged up to £350 for a replacement.
b) If the item has been worn showing signs of general wear and tear we will be reduce your refund by a value representing the loss of value caused to the item by that wear and tear.
c) If the item has damage in a way that is not the result of reasonable wear and tear we may decline to offer you a refund and will notify you of the costs of repair.
d) A faulty item being returned after 30 days will not be automatically subject to refund. A repair or re-make will be considered also. This is dependent on a variety of factors that will be decided one the item is assessed.
Lifetime Guarantee & Repairs
Jewellery from Kellerwood has a lifetime guarantee against defective workmanship and manufacturing. This guarantee does not extent to items subjected to wear and tear including accidental damage. If jewellery has been tampered with or altered, in any way, by another jeweller or third party the guarantee is rendered null and void.
Ring sizing is not an exact science and therefore is always an approximate. Kellerwood does not recommend ordering eternity rings and rings with diamonds in the shank unless you know the size. Please contact firstname.lastname@example.org if you are unsure.
With regards to diamond rings with a plain shank – if you are unsure of the finger size then the ring can easily be re-sized after the ring has been presented. If ordering online then generally a size L/M/N is the average ladies finger size. After the item has been presented and you are able to establish the size you can return the ring and we will then resize for free with limitations that are dependent on the product.
A re-size of 2 sizes smaller or larger is complimentary. If the re-size is larger than 2 sizes appropriate charges will apply. This fee will be confirmed after the item has been assessed. For engagement rings with diamonds in the shoulders – each ring needs to be initially assessed to confirm a re-sizing can take place or if the ring mount needs to be re-made. Appropriate charges will then apply.
Eternity & Half Eternity Rings
Full eternity rings cannot be re-sized. When buying a full eternity always be sure to know the correct finger size. Kellerwood does not offer full eternity rings online for this reason. However, we do make them upon request when a finger size can be taken, by us, first.
Half eternity rings can often be sized within a size each way. However each ring needs to be assessed to determine if a sizing can take place or if it needs to be remade. If a sizing can take place within a size each way there will be no fee. Any additional sizes beyond this will potentially be subject to charges.
Wedding bands that are not stone set or patterned can be re-sized for free within two sizes – charges may apply to size increase above two sizes. Wedding bands that are patterned or diamond set will require assessment.
One bespoke ring can be so different to another that each rings needs to be assessed in regards to sizing.
How long does it take?
Most of the items seen on the website are made to order. Therefore some items can take about 4 weeks. However, single and three stone engagement rings are often completed in 2 weeks. We recommend calling or contacting us if items are required within 4 weeks/urgently.
Can I have an item FAST?
Many items can be completed very fast (48 hours) depending on what is available. Sometimes there are mounts already made and some diamonds are more available than others. Please don’t hesitate to call or contact us.
How is the item posted?
We use Royal Mail Special Delivery (insured) for all items. We will always call you before sending an item to arrange delivery. If we cannot contact you via a call or email we will not post the item until contact has been made (unless prior arrangement has been made). The jewellery is placed in a in an elegant jewellery box placed within a protective box and protective packaging.
Can I simply collect my item?
Yes. Jewellery can be collected in Hove if an appointment has been pre-booked. The person collecting the items must be the person that paid. ID will be required.
Do you ship to alternative addresses?
Yes. However, due to fraud prevention, we would politely request identification and proof of address matching the debit/credit cards. Please call 01273 978157 or contact us if this service is required.