Delivery and Returns Information
Coronavirus Update for Delivery (April 2021)
The delivery of internet orders is currently within our usual dispatch time, however we cannot guarantee that the postal services which we use will remain as efficient as usual because of greater demand and staff shortages due to Covid-19. If you require an item urgently, please contact us directly and we can update you on the latest information we can obtain.
Delivery Policy & Delivery Notifications
You will receive an email at the address you have specified when your order has been dispatched. This email contains the tracking number, where applicable so you can track it online right to your door.
Delivery Timescales
The delivery time scale is specified on the product page to indicate when you will receive your order. If placed before 11am, subject to passing necessary checks, your order will be shipped the same day to be received according to select delivery method (excluding Sundays and Bank Holidays). Next day delivery applies automatically for free to all UK orders over £100.00. If the order is under £100.00, a next day delivery option can be selected at the checkout. We also offer 2nd Class Signed for Delivery which delivery takes 3-5 working days (excluding Sundays and Bank Holidays). Orders received just after 11am are also dispatched the same day although this is not guaranteed.
Orders placed on Friday by 11am will need to have selected Saturday Guaranteed Delivery which is not included for free on orders over £100.00.
Orders placed over the weekend including bank holidays will be dispatched on the next working day depending on which delivery method has been chosen.
If there is any delay, Gold Arts will contact you either by email or telephone to inform you of this.
If you would you like your engagement ring delivered next day, but are unsure if its the right size? Not a problem, we will send you out your beautiful piece in its current size to allow you to propose in your own time. Once your partner says yes! Come in together and we will arrange your first sizing free of charge.
Unless specified we will send our jewellery and rings out in their current size. If you know the finger size you would like, many of our rings can be resized on the same day, so please contact us. Some designs are not suitable for resizing, so we will need to re-order in your size, which can take up to 4 weeks. If you would prefer a different length chain or have any other request, please do not hesitate to contact us before we dispatch your goods. Many of our designs are available in alternative metals and diamond weights, so again, please call to discuss your requirements.
Reserve Service for Collection in Store - FREE!
Select collect in store option online or phone to reserve your items and we will endeavour to deliver it to the store most convenient for you. You can collect your item from our stores based in Chichester, Brighton or Eastbourne.
Nominate your day of collection and your item will be packaged and ready.
Collection in store available during shop opening hours Monday-Sunday
International Deliveries
The delivery estimate on the product page does not necessarily apply to international deliveries. International shipping is calculated in the checkout with the estimated delivery timescale shown on the final page of the checkout. This is generally between 2-10 working days. Orders outside the UK will have a delivery charge which is calculated during the checkout process after you have selected your country. Customs charges for delivery to countries outside the UK may also apply, please also be aware that due to customs delays there may also incur a delivery delay.
Postage Method
All orders over and equal to £100.00 qualify for free next day delivery, which is usually Royal Mail Special Delivery. This means that your item will usually be delivered the working day after dispatch.
For orders under £100.00, the delivery method is automatically chosen as Standard Delivery which is Royal Mail 2nd Class Signed for. This delivery method is usually 3-5 working days after dispatch, but you do have the option to select Next Day Delivery at the checkout for £6.00 extra.
Delivery to business addresses and multiple occupation buildings
Gold Arts Ltd allow delivery to alternate delivery addresses including business addresses and places of work. If you do specify a business address for delivery, please ensure that there will be someone available during normal working hours who can sign for delivery on your behalf as Royal Mail deliver to the address and not necessarily to the named person.
Please note that in a multiple occupation building, anyone can sign the parcel to confirm its receipts. Royal Mail consider an item as delivered once a signature at the designated address has been achieved. It is your responsibility to ensure that the recipient is at the delivery address or obtain the delivered parcel from the signatory.
Signature upon delivery, missed deliveries and denial of receipt.
All orders shipped by Gold Arts Ltd require a signature upon delivery. Due to security reasons no parcel can be left without a signature. If you miss the delivery person, a card will be left to give you instructions to either arrange a redelivery or to collect it from the local sorting office.
If for any reason the item is returned to us (e.g. incorrect address specified, item not called for), then Gold Arts Ltd will inform you immediately by email or telephone as soon as the item is received. From this point forth, you will be given a choice to either re dispatch the item or for you to cancel the order. If re dispatch is chosen and it is undelivered again, we reserve the right to charge delivery charges for subsequent deliveries. Please note that for items that were undelivered through fault of the customer and a refund is requested, Gold Arts Ltd reserve the right to deduct our outwardly shipping fees from the refund total.
In the case of a parcel being signed for and a delivery confirmation being available on the courier’s website, if the customer denies receiving the package, this is called a ‘Denial of Receipt’. Under these circumstances, we must contact Royal Mail to confirm the delivery details, who will in turn contact the customer to ask for written documentation to be completed to confirm that the parcel has not been received. These circumstances must be mediated by the delivery service and we cannot take action until it has been confirmed whether or not the parcel was received by the customer.
Inspection upon delivery
When receiving your order, you should inspect the package to ensure that it has not been tampered with in anyway. If it does appear to be tampered with, you should refuse delivery.
Late deliveries or dispatch
Although Gold Arts Ltd can ship almost every order in the specified delivery time scale, in rare circumstances our shipping capacity can be exceeded and cause a delay of one extra day. Gold Arts Ltd regret that this situation can occur occasionally and is an unfortunate situation which is naturally associated with buying online, however this only occurs in rare situations and, should this occur, your order is marked as urgent delivery for the following day.
The other circumstances which may cause a delay is when the delivery service itself has a problem. This again is a rare occasion but is unfortunately beyond our control. In these situations, Gold Arts Ltd will do our upmost to take responsibility for the situation and ensure that your order is delivered as quickly as possible.
Compensation for late deliveries
If a delivery is late, e.g. the postal service fails to deliver within the guaranteed timescale, then Gold Arts Ltd will provide a refund of any delivery charges that were charged to you. If the delivery was free, Gold Arts Ltd do not provide any compensation. Compensation will not be provided to cover consequential losses, e.g. time taken off work to receive deliveries or the item is intended as a gift, and you purchase the same item from more expensive retailer.
Gold Arts Ltd use the Royal Mail for all our deliveries for reason of reliability and convenience. Unfortunately, as with all delivery services, there are rare occasions where parcels do not arrive in the agreed timescale or they are lost completely. Under these circumstances, we endeavour to ensure that the item is delivered to you as soon as possible by contacting the delivery service and attempting to locate your parcel and have it delivered. You may also contact the delivery service yourself with the tracking number supplied to you in your dispatch email. In the case of lost items, we cannot refund orders or send out a replacement item until the delivery has been confirmed to be lost. This must be confirmed by the delivery service themselves, and the time periods at which items can be confirmed lost depends on the delivery service used, and are detailed as follows:
- Royal Mail Signed Delivery / 2nd class - 10 working days after expected delivery date to confirm a lost parcel.
- Royal Mail Special Delivery - 5 working days after expected delivery date to confirm a lost parcel.
- International Mail - 20 working days after due date for items in Europe and 25 working days for the rest of the world to confirm lost parcel.
Returns Details
Returns Policy for Online Purchases
If you are not 100% happy with your online purchase, we operate a simple and straight forward returns policy. Simply return your item to us within 30 days of receipt for a full refund.
To return your item please follow instructions below:
Please return with your original receipt and a covering letter, which should include your full name, address and contact information, along with what it is your returning, why your returning it and what you would like us to do (refund, exchange or credit note)
Complete with the necessary information including the reason for the return and enclose with the return package. You should return the goods in their original unworn condition. Goods should be returned no later than 30 days of receipt. We are happy to honour the exchange of items up to 30 days of receipt.
We strongly advise all customers to check their purchase thoroughly before removing any tags and discarding any packaging.
Gold Arts will not accept returns of items that have been worn or damaged. We will not accept the return of earrings for reasons of hygiene and where an item has been ordered or altered to suit the buyer's requirements this will be non-refundable; however, we will be happy to exchange it or an item of equivalent value.
Returns Policy for In-Store Purchases
Any item purchased in a Gold Arts branch will be exchanged for up to 28 days with proof of purchase. This can only be done if the item has not been damaged or shows any sign of wear and tear or has been altered to suit the buyer's requirements. We are unable to offer refunds however credit notes can be issued and are valid for six months.
Our policies do not affect your statutory rights.
If you are unhappy with any of our services or products you have received and would like to get in touch, you can do so by calling us on 01273 203 178 (Monday-Friday, 10.00am-5.00pm), emailing us at info@goldartsonline.co.uk or in writing to:
Gold Arts
7 Brighton Place
Brighton
East Sussex
BN1 1HJ
We aim to follow up all correspondence within 24 hours of receipt.
*We cannot accept liability for goods that get lost in transit on their return journey, the goods are your responsibility until received by Gold Arts, we advise all items be return via a tracked & insured method, for your peace of mind. Please note that we currently do not offer free returns, return postage is non-refundable.