Terms and Conditions
- Delivery Information
- Returns and Exchanges
- Cancellation Policy
- Late and Lost Deliveries
- Online Security
- Services and Conditions of Use
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
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.
The Information we collect and how we use it
We register your details through website sales and subscription to our newsletter. Your name, email address and postal address will be the information we save and will only be used to send you information about our company. You may opt out of receiving mailings from us by choosing to unsubscribe.
A ruling by the European Court of Justice has invalidated the existing Safe Harbour Framework http://www.export.gov/safeharbor/, which allowed data to be transferred to and from the EU and US. As a response, Shopify, being a US company, now have to carry an explicit consent notice saying that your data will be transferred to the United States. This is because their servers are located in the US, and it's where they do their payment processing. By purchasing through this site you consent to your payment being processed by a US company and your information being sent to their server.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
Links to Other Websites
We do not store financial information like credit or debit card numbers on this site.
All transactions are handled by a secure online independent payment service provider in the US.
We accept payment online by Visa, MasterCard, Maestro, Electron, Amex or Solo via the secure payment provider Sage Pay.
Payment can also be made using Paypal.
If you are a newsletter subscriber, then you can update your subscription preferences or completely 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.
Services and Conditions of Use
As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as 'customer' in this agreement.