Terms and conditions for Alex Monroe Ltd.
Alex Monroe Ltd is a company registered in England and Wales with company number 5697071.
Registered Address: 37 Snowsfields, London SE1 3SU, United Kingdom.
Alex Monroe is our trading name. VAT number
GB646090340. You can contact us at customercare @alexmonroe.com
At Alex Monroe, each piece of jewellery is lovingly hand made in England by a team of highly skilled jewellers. Some of the pieces available for purchase from our website are made specially to order, therefore we ask that you please be aware of our delivery times.
Delivery times are for in stock items only.
Next Day Delivery is for working days only.
For Next Day Delivery, your order must be placed before 1pm (BST). For example to receive an order on a Tuesday please place your order on the Monday before 1pm (BST). For Monday delivery an order will need to be placed on Friday before 1pm (BST). If your order is placed after 1pm (BST) then it will be dispatched the next working day.
Our full delivery information can be found here.
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
• Pay Later
• Pay Later in 3
Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.
Your order will be dispatched in an unbranded external envelope.
Jewellery is packaged in an Alex Monroe jewellery box, which is packaged in a protective external box.
All gift vouchers will be sent in a rigid envelope to help prevent damage whilst in transit.
Books will be sent in protective cardboard wrap packaging to help prevent whilst in transit.
Returns and Exchanges Policy
If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please return the item to us within 28 days of receipt of your purchase.
Exempt from any refund are Bespoke commissions, made to order items or jewellery altered to a customer request.
Alex Monroe Ltd. does not accept any responsibility for any items lost, stolen or damaged in transit. These responsiblities are those of the customer.
When returning an item from overseas, please still make sure to follow the above steps.
Alex Monroe Ltd. does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsiblities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Alex Monroe.
Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that a item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.
If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant local customs or post department before returning the item. Alternatively you can contact the customer service team at Alex Monroe for further assistance.
Unfortunately we don't exchange products. However you can return an unwanted item to us for a full refund and place a new order for an alternative item.
Any return received without a completed Return Form will result in a delay in your refund being processed, and in some circumstances may be returned to the sender.
Returns received outside of the above stated timelines are accepted at the discretion of Alex Monroe Ltd.
Refunds will be issued within 14 days of Alex Monroe Ltd receiving your return.
All refunds of undamaged and unworn products that have been correctly return, will be credited to the customer via the original method of purchase.
Unwanted gifts and goods returned without a receipt may be exchanged for a credit note.
Please refer to our standard refund policy for items that are exempt from refund.
Returning Faulty Goods
In the rare event that goods are delivered faulty or damaged please contact our customer services department here 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 customer services immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.
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 Alex Monroe Ltd, 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.
If you have received an item as a gift and don't have a receipt, we will happily provide a credit note for the current item price. This can be used on our website against the purchase of a different item with the same or greater value.
Please note that the above terms still apply to all gift returns.
Online Order Cancellation
If you wish to cancel an order placed online at alexmonroe.com please contact our customer care team here.
Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 28 days to return the item to us. In this circumstance, please follow the return instructions here.
The above does not affect your statutory rights.
Gift vouchers and online credit notes cannot be redeemed against the purchase of further gift vouchers and are not valid in Alex Monroe Boutiques. Vouchers for use in our London Boutiques can be purchased in store or via telephone. Gift vouchers are redeemable on items of the same or greater value. All gift vouchers are valid for 12 months from the date of purchase.
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.
Alex Monroe 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 excepted. 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.
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.
Feedback and Complaints
We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, email or letter, then it will be dealt with promptly. Please contact us here.
Environmental & Ethical Policy
As a company, Alex Monroe tries to be as green as possible, and we would hate to do anything we didn’t think was ethical.
For further information, please see here.
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. We accept payment online by Visa, MasterCard, Maestro, Electron 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.