Delivery & Returns
Placing an order
Online Orders
If you place your order online before 1pm, subject to the item being in stock and payment being cleared, your order will be dispatched within 5 working days (Monday to Friday).
During the online checkout process you can select whether you would like your order sent by Royal Mail Special Delivery (see below) or collect it from our Guildford store.
All orders will be paid for in Pounds Sterling (GBP).
Orders by Phone or Email
Contact one of our sales team on:
01483 506111
info@simonpure.co.uk
Orders In Store
Items purchased in store have different terms to orders made online. Details are printed on the back of all receipts and are in addition to the terms and conditions required legally. These do not affect your statutory rights.
Bespoke Orders
Bespoke (made to order) designs may take up to 6 weeks depending on the complexity of the design. We can often accommodate shorter lead times and will do all we can to help you achieve your deadline – please contact us to discuss.
Delivery
Delivery to all UK addresses will cost £12 per order. (Unfortunately, at the moment orders are limited to the UK and Northern Ireland. We are sorry for any disappointment this may cause.)
All deliveries are by Royal Mail Special Delivery Guaranteed by 1pm and will need to be signed for in person.
Alternatively, if you wish to collect your order from our Guildford store then please phone 01483 506111 or email info@simonpure.co.uk to make arrangements. Online orders can also be collected from our Guildford store only.
Please be aware that if you order multiple items, your delivery may arrive in separate parcels.
Returns
General Returns Policy:
We will only exchange any unworn items (excluding: any items which have been adapted/altered to customer specifications, special commissions and any commissions using customers own materials/designs) if returned in perfect condition, in original packaging and with original receipt within 28 days of purchase.
In the unlikely event that there is a manufacturing fault please return the item, which will then be assessed in our workshop. Please retain your receipt as proof of purchase.
We regret we cannot refund monies where items are merely unwanted. At the manager's discretion a credit note may be issued for use in either of our stores where an immediate exchange is not possible. Credit notes are valid for one year from the date of issue.
The items must be received back in the condition they were delivered to you in, along with the original Simon Pure packaging. If the returned items (including packaging) are damaged or missing we shall be entitled to deduct the direct costs of recovering the items from the amount to be credited to you.
Your statutory rights are not affected.
NOTE: Bespoke Special Orders, due to their unique nature, cannot be exchanged or returned under any circumstances. Please see our Terms and Conditions for details.
Cancelling or Returning your Online Purchase:
If your items have not been dispatched:
You may cancel the order and we will refund you within 30 days. You do not need to give us any reason for cancelling your order nor will you have to pay any penalty.
If your items have been dispatched:
You may cancel the order any time up to 14 calendar days from the date you receive the items. You do not need to give us any reason for cancelling your order nor will you have to pay any penalty.
Once we confirm the cancellation, you must return the items, at your cost, within 14 calendar days. If you don't return the items during this time, we may not be required to refund any payment.
Once the items are received back by us, any sum debited from your credit card (minus postage) will be credited to your account as soon as possible and in any event within 14 days of us receiving the items.
Official Dispute Resolution
We are proud to be a member of the National Association of Jewellers (NAJ) and are part of their 'Resolve' dispute resolution service. In the unlikely event that all efforts by us to settle a complaint or dispute have been unsuccessful, you can register a dispute with the NAJ by completing the online complaint form. If you do not have access to the internet you can request a call back from the NAJ compliance officer by calling 0121 237 1111. You will receive notification that they have received your complaint within five working days.
This service can be found at https://www.naj.co.uk/naj-resolve