Terms & Conditions

About these terms

These terms apply to consumer purchases from LIAV Jewellery, including bespoke commissions, sourced pieces and jewellery from the collection. Please read them alongside the details of your order and our Delivery & Returns policy. Contact Lee at lee@liavjewellery.com or on 07356 013844 with any questions.

Business correspondence address:
LIAV Jewellery
Lower Ground Floor
30A Hatton Garden
London
EC1N 8DA
United Kingdom

For jewellery returns, contact Lee first to confirm the return address and instructions.

Your order

Before you commit, we will confirm the piece, specifications, total price, payment arrangements and expected delivery timing. Please check your details, including ring size, delivery address and any personalisation. A contract is formed when we expressly confirm acceptance of your order in writing; an automated acknowledgement alone does not constitute acceptance. If we cannot accept an order, we will let you know and refund any payment taken for it.

Prices and payment

Prices are in pounds sterling and include applicable taxes unless the order information clearly states otherwise. Delivery charges and any other agreed costs will be disclosed before you order. The payment methods available will be shown at checkout or on your invoice. If we identify a pricing error before accepting your order, we will explain it and give you the choice of proceeding at the correct price or cancelling for a refund.

Bespoke commissions

We begin by discussing your requirements and providing a quote. A 50% deposit is required to begin the design process. Once your piece is finished and ready, the remaining 50% is due before dispatch.

You will be able to review the CAD and rendering and discuss adjustments before approving the final design for production. Any changes affecting the price or timing will be agreed with you first. Approval confirms the agreed design; it does not remove your rights if the finished piece is faulty or does not match the agreed description.

Sourced jewellery

Lee may find suitable existing designs through suppliers and workshops. Availability, specifications and timing will be confirmed for your order. We will not substitute a materially different piece, stone or metal without your agreement.

Descriptions and imagery

Please refer to the agreed product description for metal, diamond type, dimensions and any stated characteristics. Photographs, sketches and renderings help illustrate a piece; screen colours and scale can vary. Any illustrative or computer-generated imagery should be identified as such. These differences do not permit us to supply jewellery that materially differs from its description or agreed specifications.

Delivery

UK catalogue delivery is £10 via Royal Mail Special Delivery with a signature required. Catalogue products allow 3–6 weeks before dispatch, with transit time additional. For international delivery, contact Lee directly before ordering. Individually commissioned production and delivery timing is agreed before you order. Unless a different period has been agreed, goods must be delivered without undue delay and within 30 days of the contract. Message Lee on WhatsApp before ordering if a particular date is essential. Some pieces may take longer than six weeks. Lee will contact you personally as soon as a longer delay is known, with an updated timeframe, and explain your options; your legal rights concerning late or failed delivery remain unaffected.

Jewellery remains our responsibility until it is received by you or someone you nominate, subject to the statutory exception where you independently commission a carrier we did not offer. For overseas delivery, availability and any applicable import arrangements will be explained before ordering. See Delivery & Returns.

Royal Mail Special Delivery & transit cover

For suitable UK orders, we use Royal Mail Special Delivery Guaranteed, with tracking and a signature on delivery. The selected service and expected delivery date will be confirmed for your order. A next-working-day service refers to transit after dispatch, not the time needed to create your jewellery; location and service restrictions may apply.

Royal Mail compensation is subject to the service purchased, value limits, proof of value and its terms. It is not unlimited insurance. We will confirm a suitable delivery and cover arrangement before dispatch; higher-value pieces may require additional cover or an alternative delivery arrangement.

If a parcel is missing or damaged, contact Lee so we can investigate with the carrier. Our responsibility to you is not limited to what the carrier pays, and your statutory rights do not depend on the outcome of a carrier claim. For jewellery you send to us, speak to Lee first about secure packaging and a service that expressly covers jewellery at the appropriate value.

Cancelling an online order

For purchases with a statutory cancellation right, you may cancel from the time you place your order until 14 days after the day you receive it, without giving a reason. You must then send the goods back within 14 days of telling us you wish to cancel.

Notify Lee at lee@liavjewellery.com, on 07356 013844, by WhatsApp or by post. A clear statement of your decision is sufficient; you do not need prior approval. Please include your order number or enough information to identify the purchase. You may use the cancellation form on our Delivery & Returns page, but it is optional.

Returning your jewellery

Contact Lee for the return address and instructions. This does not make your cancellation subject to approval. You are responsible for the direct cost of returning an item when you change your mind. Please package it securely. We recommend a tracked service with cover suitable for the jewellery’s value and keeping proof of posting.

You may inspect the jewellery as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. We do not charge a restocking fee.

Refunds

For a valid statutory cancellation, we refund the amount due to your original payment method unless you expressly agree otherwise. When you cancel the whole order, this includes the cost of our least expensive standard outbound delivery option; any premium above that is not refundable.

We refund without undue delay and within 14 days of your cancellation notice. We may withhold reimbursement until we receive the goods back or you provide evidence of having sent them back, whichever happens first. If goods have not been dispatched, no return is required.

Individually specified or personalised orders

The change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised where the legal exemption applies. We will identify any applicable exclusion before you order. Making a standard design after an order is placed does not, by itself, remove cancellation rights.

We do not offer additional change-of-mind returns or exchanges beyond your statutory rights.

Cancellation form

You may use the optional form in our Delivery & Returns policy. You do not have to use it to cancel.

Changes and cancellations of bespoke work

Contact Lee promptly if your plans change. For bespoke or personalised goods without a statutory cancellation right, we will discuss what is possible at the stage reached. Any cancellation charge must be fair and reflect actual losses reasonably incurred, allowing for savings or recovery. Deposits are not automatically forfeited in every circumstance. Any refund or amount due will be explained, and statutory rights take priority.

If something is wrong

Your jewellery must be of satisfactory quality, fit for purpose and as described. If there is a problem, contact Lee with the order details. Where the legal conditions are met, you generally have a short-term right to reject faulty goods within 30 days, with repair, replacement, price reduction or refund rights afterwards as applicable. These rights also cover bespoke and personalised pieces. We bear reasonable necessary return costs for faulty or misdescribed goods.

Normal wear, accidental damage and misuse are different from an original fault. Follow our aftercare guidance and ask Lee about resizing or repairs. Any assessment, service and charge will be explained before you agree to paid work.

Ring sizing and alterations

You are responsible for providing and confirming the correct ring size before ordering or approving production. We recommend having your finger measured by a professional jeweller, taking the width and style of the ring into account. Home measurements and printable guides provide an estimate.

If your ring matches the size you supplied and confirmed but does not fit, LIAV is not responsible for the incorrect size or the cost of correcting it.

Any resizing, remaking and associated delivery costs will be your responsibility. Not every design can be resized; Lee will confirm what is possible, the cost and timing before you agree to any work.

This does not affect your statutory rights, including any applicable cancellation rights, or our responsibility if we supply a different size from the one agreed or make an error in measuring or advising you.

Diamonds, metals and documentation

Your order description will specify whether diamonds are natural or laboratory-grown, the metal and fineness, and any agreed stone characteristics. A grading report or valuation is included only where expressly stated. Where a report accompanies a stone, its details form part of the information supplied with your order. Photographs and CAD images do not replace the written specifications.

Precious-metal jewellery will carry the legally required hallmark where applicable. Small variations inherent in hand finishing do not affect our obligation to supply the agreed design, quality and specifications.

Looking after fine jewellery

Fine jewellery needs care. Gold can scratch and wear, diamonds can chip under impact, and settings can loosen with wear. Remove jewellery for activities that could damage it, follow our aftercare guidance and contact Lee if a stone feels loose. Rhodium finishes on white gold may need renewal, and platinum can develop a soft surface patina.

Wear, accidental damage and work carried out by another jeweller may affect what repair is appropriate, but do not automatically remove your statutory rights. Ask Lee before arranging alterations so we can discuss the piece’s construction. Consider your own jewellery insurance against loss, theft and accidental damage after delivery; carrier cover is not ongoing personal insurance.

Our responsibility

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. Nothing limits liability that cannot legally be excluded, including fraud, death or personal injury caused by negligence, or your statutory consumer rights.

Privacy and website use

Our Privacy Policy and Cookie Policy explain how personal information and tracking technologies are handled. Website content belongs to LIAV Jewellery or its licensors. You may use it to browse, consider purchases and retain a copy of these terms, but may not reproduce it commercially without permission. Do not misuse or attempt to disrupt the website.

Questions and complaints

Please email Lee with your order reference and the details of your concern. We will investigate and work with you towards a resolution. If a complaint cannot be resolved, we will provide information about a relevant approved alternative dispute resolution provider and whether we are obliged or willing to use it, as required by law. Nothing prevents you from using the courts or exercising your consumer rights.

Updates

The version agreed when your order is accepted applies to that order. Later website updates do not retrospectively change your contract without your agreement, except where required by law. You may save or print these terms for your records.