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Terms & Conditions


General

Terms and conditions for Alex Monroe Ltd.
Registered Address: c/o Southwell, Tyrrell & Co, 15 Lower Ground Floor, 65 London Wall, London, EC2M 5TU, United Kingdom.
Alex Monroe is our trading name. Company registration number 5697071.


Delivery Information

At Alex Monroe, each piece of jewellery is lovingly hand made in the UK by a team of highly skilled jewellers. Many 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.

For all of our jewellery, please allow a possible 2-3 weeks from the date that you place your order, until your jewellery is dispatched for delivery.

Our fine jewellery collections, including all 18ct solid gold and platinum jewellery will take up to 4-6 weeks to make before it is ready to be dispatched for delivery. 


UK Delivery

Delivery costs £6.00 per order. We use Royal Mail Special Delivery, a secure, next day delivery service which requires a signature upon receipt.

Please note that although this is a next day delivery service - we will need to make the jewellery first once your order has been placed,. Therefore the next day delivery time is from the date of dispatch, not the date the order is placed. You will receive a confirmation email when your order has been finished and dispatched.


International Delivery

Delivery costs £10.00 per order. We use Royal Mail International Tracked & Signed service. Delivery times are estimated at 5-9 working days from date of dispatch.

Please note that we will need to make the jewellery once your order has been placed,. Therefore the next day delivery time is from the date of dispatch, not the date the order is placed. You will receive a confirmation email when your order has been finished and dispatched.

Your parcel will need a signature on arrival, so unfortunately we cannot send to an unmanned PO BOX.


Gift Vouchers 

Delivery costs £2.00 per order. Your gift vouchers will be sent via Royal Mail Recorded 1st Class post or International Airmail. 

Gift vouchers cannot be redeemed against purchasing further gift vouchers.

Online gift vouchers are valid for online purchases only. They cannot be used in our boutique.

Gift vouchers are redeemable on items of the same or higher value. 

All gift vouchers are valid for a year from date of purchase.

Once an order is dispatched, you will receive a notification email, with a tracking number and details of how to track your parcel.

Most of the time your order will be dispatched in a few days. But if you have left it a bit late and need something sooner, or by a specific date, then just give our Boutique a call on +442073786061.


Packaging

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 contact us within 14 days of receipt of your purchase.

Please note that earrings are excluded from the refund policy due to hygiene reasons. We are unable to refund any earrings purchased at Alex Monroe Ltd.

Also exempt from any refund are Bespoke commisions, made to order items or jewellery altered to a customer request.


To return an item to us, please follow the below steps:

• Contact us to request a Return Number.

• This can be done via telephone on +442073786061 or via email here.

• You have 14 days from receipt of your order to contact us to arrange a return of your purchase. The item must then be returned to us within 14 days from that point.

• Fill out the Returns Form that is included with your delivery. If you no longer have this form, then please download and print a copy here.

• Securely package your item/s in it's original box. 

• On the outside of the packaging, please make sure to clearly write your Return Number.

• Affix the return delivery sticker from the Return Form on the package (Please note that this is only an address label. It is not a paid postage sticker, the customer is responsible for these costs)

• If you do not have the original Return Form address sticker, then please clearly address the package to:

Alex Monroe
FAO RETURNS
37 Snowsfields
London
SE1 3SU
UK

• Return the item to us via a secure, trackable service. If you are in the UK, we recommend Royal Mail Special Delivery.
 

• 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.
 

International Returns

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 customs or post department before returning the item. Alternatively you can contact the customer service team at Alex Monroe for further assistance on +442073786061.

  

Exchanges

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.

 

Please Note

Any return received without a Return Number and 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 on +442073786061 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 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. 

 

Gift Returns

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 phone our customer service team on +442073786061.

Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to cancel your order, then a further 14 days to return the item to us. In this circumstance, please follow the above return instructions. 

The above does not affect your statutory rights.


Gift Vouchers

Gift vouchers and online credit notes cannot be redeemed against the purchase of further gift vouchers. Vouchers for use in our London Bridge Boutique 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.


Prices

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.


Privacy Policy

You acknowledge and agree to be bound by the terms of our Privacy Policy.


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.


Online Security

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.


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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.