- Delivery Information
- Returns and Exchanges
- Cancellation Policy
- Late and Lost Deliveries
Diana Porter’s jewellery is handmade by our highly skilled team of jewellers in our workshop behind the shop, in Bristol. Most jewellery is made to order so delivery can take up to three weeks for silver or six weeks for gold and platinum but we will endevour to get orders out as quickly as we can.
Silver jewellery - delivery time is 2 - 3 weeks
Gold and platinum jewellery - delivery time is 4 - 6 weeks
Once your order has been dispatched, you will receive an email with your tracking number for the parcel.
If you have left it a little late or need something sooner than these delivery times, or for a specific date, then please call us on +44(0) 117 909 0225 and we will do everything we can to meet your deadline.
All jewellery is packaged in a Diana Porter branded box. Your jewellery will arrive in a plain unbranded padded envelope, with our company name and address sticker on the back.
Delivery costs £7.50 per order.
Free delivery for orders over £200.
We use Royal Mail’s Special Delivery service. so the item will arrive before 1pm the day after it is dispatched (notification via email) based on normal working days ie. not weekends or bank holidays. Your parcel will require a signature upon receipt, so please ensure there will be someone present to receive the goods and provide a signature.
Delivery costs £14.00 per order.
We use Royal Mail’s International Tracked & Signed service and delivery times are approx 5 - 9 working days, from the date it is dispatched, based on normal working days ie. not weekends and bank holidays. Your parcel will require a signature upon receipt, so please ensure there will be someone present to receive the goods and provide a signature.
International delivery is the responsibility of the postal service in the destination country and we cannot be held responsible for any delays caused by the local country postal service or customs checks. Any import duties, sales taxes or other customs charges are the sole responsibility of the customer.
Returns and Exchanges
In light of the current COVID-19 situation please note that we have extended our returns policy so items bought online in November and December can be returned up to the 20th January 2021 if it is still in the original packaging and unworn. If you are at all worried about returning something please contact us (email@example.com) to let us know that you wish to return a piece.
If for any reason you are not completely satisfied with your online purchase and would like to exchange or refund, please return the item to us in its original, unworn condition within 14 days of receipt. Alternatively, we are happy to offer an exchange or credit note within 30 days of purchase. Refunds are made via the same payment method you used online, we do not offer refunds via our Bristol Store.
Exempt from any exchange or refund are bespoke pieces and items that have been customised to a customer’s request.
If you purchased your item in our Bristol Store and would like to return it, we offer an exchange for another item or a gift voucher within 30 days of purchase. We do not offer a refund on shop bought items.
When ordering rings online it is the customer’s responsibility to ensure they have ordered the correct size. We are happy to exchange silver rings in an average finger size free of charge, however gold and platinum rings may incur a charge of £50. Postage costs are the responsibility of the customer.
Please note that the original postage costs are not refundable and we do not accept any responsibility for the return postage costs. Exceptions to this are if an item is faulty upon receipt.
In the rare event that goods are delivered faulty or damaged please contact us as soon as possible on +44(0) 117 909 0255 or email us so we can arrange a replacement or a refund. If the package you receive is damaged or open, please do not accept the delivery and contact us immediately to arrange a replacement. We will bear the costs of postage to return the goods and issue a re-delivery.
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by us, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.
Please return all items to:
Diana Porter Contemporary Jewellery
33 Park Street
Return the item to us via a secure, trackable service. If you are in the UK, we recommend Royal Mail Special Delivery. We do not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These are the responsibility of the customer.
In the interests of Fraud prevention, your refund will be issued by the same method by which you paid within 28 days of receipt of the item.
If you have received an item as a gift, we will happily offer an exchange for an item of the same or greater value.
Please note that the above terms still apply to all exchange requests.
If you wish to cancel an order placed online at dianaporter.co.uk please phone us on +44(0)117 909 0255.
Please note that orders cannot be cancelled after they have been dispatched. If your order has been dispatched then we are unable to redirect it, so please follow our returns instructions in the 'Returns and Exchanges' section upon receipt. Your original postage costs will be refunded along with the full cost of an item.
The above does not affect your statutory rights.
Purchases exempt from both the refund and exchange policies, unless they are structurally faulty are:
- Bespoke pieces (commission work)
- Customised pieces (pieces that have been altered from their original design shown online.)
Late and Lost Deliveries
If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to locate it with Royal Mail.
We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items) - this is when the Royal Mail classes items as being lost.
International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.
Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.
Diana Porter cannot be held responsible for goods that are lost or delayed in transit.
Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Errors and omissions are accepted. Orders will be processed at our published prices; otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling £GBP. If you are purchasing from outside the UK, currency exchange rates and credit card charges may make a difference to the amount billed on your credit card. Diana Porter reserves the right to review her prices at any time.
We may from time to time offer promotional discount codes (either directly or via third parties). These codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.
Personal Information We Collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers) email address, and phone number. We refer to this information as “Order Information”.
How Do We Use Your Personal Information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
Sharing Your Personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
We also use Mailchimp to send our newsletter emails to keep our customers up to date with the latest news, exhibition and offers. You can unsubscribe by following the links at the bottom of any of our newsletters, or alternatively you can update your preferences from the My Account page on our website.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
Do Not Track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at firstname.lastname@example.org or by mail using the details provided below:
Diana Porter, The Shop & Workshop, 33 Park Street, Bristol Bristol GB BS1 5NH