Using our Website
About these terms and conditions
These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content. Because we provide a range of services and products on line, there are some general terms and conditions which apply to everything we do, and there are some which relate to specific types of product or services which we provide.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
We are 365carat Limited (“We“). We are registered in England and Wales under company number 15818944 and have our registered office and main trading address at 2a Mather Avenue, Prestwich, Manchester, England, M250LA.
If you have any questions or comments, please contact us:
Write to: 365carat Ltd, 2a Mather Avenue, Prestwich, Manchester, England, M250LA
Email us at one of the following:
General Enquiries will be handled by our Customer Services Team at customercare@365carat.com
Complaints will be handled by our Servicing Team at customercare@365carat.com
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
Our contract with you
Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your order, we will inform you of this and issue a full refund. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
Our Website shows ‘one off’ items which may also be on sale in one of our high street branches. 365carat operate a dual real time IT system to limit this situation from occurring, in the unlikely event than an online purchase is completed at the same time as in branch, the item will be allocated to the customer that successfully completes payment. If this happens to be an in branch customer, any online payments taken will be refunded back to the account.
Your right to make changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
Providing the Products
If you are picking up your order from a local store, you will need to go in person, and take with you the payment card you used to pay online as well as your receipt. These requirements are for your peace of mind, as they allow us to ensure your details are completely secure.
If you fail to collect your order from your selected 365carat location within 30 days of the collection date then your Order will be marked as “not-collected” and may be cancelled at the sole discretion of 365carat.
If you have asked to collect the products from our premises, you can collect them from us at any time during our opening hours.
If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
If we process a refund for you, the date the monies reach your bank account is dependent upon your bank processing the refund which could take from 2 to 10 Working Days.
The product will be your responsibility from the time you collect it from us.
You own the goods once we have received payment in full.
Our right to end the contract
We reserve the right to cancel any order for jewellery and watches at any time and issue a full refund. This right does not apply in relation to an order for goods or services other than jewellery and watches.
Your rights to end the contract
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
- Ending the contract because of something we have done or are going to do.
If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:- we have told you about an upcoming change to the product or these terms which you do not agree to;
- we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
- there is a risk that supply of the products may be significantly delayed because of events outside our control;
- we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or
- you have a legal right to end the contract because of something we have done wrong.
- Exercising your right to change your mind (Consumer Contracts Regulations 2013).
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these term.
How long do I have to change my mind?
In relation to the purchase of goods (jewellery and watches), you can cancel your order at any time between the time we confirm receipt of your order and the day which falls 14 days after the day you (or someone you nominate) receives the delivery of the goods. You must return the goods within 14 days of you notifying us of your intention to cancel. Please note that this right to cancel does not apply where either:
- the products sold are personalised or bespoke to you (such as engraved items or unstocked rings which are ordered in to size); or
- for health and hygiene reasons earrings / pierced jewellery cannot be returned.
The procedures and terms set out above do not affect your right to reject faulty goods. Further information about your rights can be found at https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/.
Your right to return faulty goods
Customers who are in receipt of faulty goods have 30 days from receipt to return these goods.
How to end the contract with us
If you change your mind after placing an order, you can cancel it at any time before we have sent our Dispatch Email to you. To cancel your order, you will need to give us your name and address details, as well as your order number. Please contact us at customercare@365carat.com or telephone 01618230130 between 9am and 5pm Monday to Friday.
Emails will be acknowledged within 24 hours, Monday to Friday 9am – 5pm. Emails sent on a weekend will not be picked up until the following Monday.
Delivery & Returns in relation to Jewellery & Watches
To view our full Delivery & Returns information for Jewellery & Watches, click here.
Pricing and payment
Prices for goods throughout the Website are quoted in Pounds Sterling and payment can only be accepted in Pounds Sterling. All prices include VAT where applicable. Prices quoted on the Website are applicable exclusively to goods purchased through this Website. Prices applicable to goods for purchase in 365carat stores may differ from those quoted on this Website.
While we make every effort to ensure that the goods shown on our Website are currently available at the price shown on the Website, we cannot guarantee that this will always be the case. If goods you have ordered online are unavailable at the price or conditions shown, you will be notified as soon as possible.
If a pricing error is made on our Website or in the ordering process we will inform you as soon as possible and give you the option of buying the goods at the correct price or cancelling the order. If we cannot get in contact with you to notify you of the error, your order will be cancelled. In those circumstances, no payment will be taken from you or, if applicable, any payment taken in advance will be refunded.
We can accept credit and debit payments on the following cards, if issued in the UK:
- American Express
- Maestro
- MasterCard
- Visa
- Visa Debit
- Visa Electron
Your card will be debited once your order is placed, you will then receive an Order Confirmation email.
We will aim to inform you as soon as possible if there is an issue with the payment authorisation process or with any validation checks for your order. We will not accept your order if payment is not authorised. Where there are issues with the authorisation process or validation checks, your delivery may be delayed as a result.
If there are any issues with payment or stock delivery, a full refund will be given
Paying using vouchers
A voucher code allows you to take advantage of special discounts and offers. Voucher codes are issued by email, in-store, by post, in magazines, newspapers, on affiliate websites and through other promotional literature.
Where can I redeem my voucher code?
Voucher codes that have been issued by a 365carat store, an affiliate website or by post can usually be redeemed at 365carat.com or in any 365carat store but please refer to the terms and conditions of the offer.
To find out where other voucher codes can be redeemed, please refer to the terms and conditions of the offer.
How do I use my voucher code online?
When you have qualifying items in your shopping basket, simply enter the voucher code in the Coupon code field and click on ‘Apply’. The discount or offer will automatically be applied to your shopping basket.
If you have applied your voucher code but decide to continue shopping or edit your order before paying, the code will remain in your basket. You will not need to enter it again when you proceed through checkout.
If you have applied your voucher code but decide to exit the website before proceeding through checkout, the code will be removed from your basket. You will have to re-enter it when you visit our website again.
I have entered my voucher code but the discount/offer has not been applied.
Here are the main reasons why the discount or offer may not have been applied.
- Your order does not qualify
Please check that the items in your basket meet the offer criteria by referring to the terms and conditions. For example, most voucher codes are only valid on full price items and exclude certain brands. - Your voucher code is not valid
You may have mis-typed the code we provided you with. Please check and try again. - Your voucher code has already been used
Voucher codes can only be used once so make sure that you have not previously redeemed your code. - The voucher code you used is not yet active or has expired
Voucher codes are valid for a certain period only and must be presented within that time. Please refer to the terms and conditions of the offer to check that the offer has started or that it has not ended.
Voucher code Terms and Conditions
Voucher codes can only be used once. Voucher codes offering a discount cannot be used for the purchase of repairs, cleaning products, accessories, warranties or insurance replacements and may exclude certain brands or products. Voucher codes offering a discount cannot be used in conjunction with any other promotion or sale, coupon, discount or offer. If an order or part of an order is cancelled, the voucher code will become invalid. Voucher codes have a valid period during which they must be presented.
For full terms and conditions, please refer to the terms and conditions of the offer.
Warranty in relation to Jewellery Purchases
Your online jewellery purchase from www.365carat.com comes with a 14 day full refund warranty.
Damage to the item(s) due to accident, neglect or misuse is not covered by this warranty.
The warranty in relation to your purchase does not affect your statutory rights. To validate the guarantee, please include the receipt/copy of dispatch note in your parcel. For your own security, please return defective item(s) to us by registered mail or with a return receipt. We are unable to assume liability for damage, loss or theft during transport.
Warranty in relation to Watches only
View our Warranty for Watches here.
Hallmarking of jewellery
365carat supply jewellery made from precious metals. Jewellery is hallmarked in accordance with United Kingdom hallmarking laws. Gold items weighing less than one gram and silver items weighing less than 7.78 grams do not require a UK hallmark.
Product Weights
All product weights displayed on our website are approximate.
Product Sizes
All product sizes displayed on our website are approximate.
Gemstone Gradings
Stone gradings, weights, colour, clarity and dimensions are approximate and are based on calculated averages which are subject to tolerance.
Changes to Terms & Conditions for Buying Goods Online
We reserve the right to change these terms and conditions from time to time. If this happens, we will post the new terms and conditions on the website. You are expected to check our Conditions from time to time to take notice of any changes we make, as they are binding on you. If you do not wish your purchases or orders to be governed by the revised terms and conditions, you must not place any further orders. By using the Website or buying goods through the Website, you will be accepting the changes.
Other important terms
By using the Website you confirm that you are at least 18 years old, or, if you are under 18, that you are accessing the Website with the consent of your parent of guardian. We do not sell products to children, but we do sell children’s products for purchase by adults.
We may transfer its rights under these terms and conditions to another business where it reasonably believes the Customer’s rights will not be affected. If you breach these terms and conditions and we choose to ignore this, we will not be prevented from using our rights and remedies at a later date or in any other situation where you breach these terms and conditions.
We shall not be responsible for any breach of these terms and conditions caused by circumstances beyond our reasonable control.
If you are a consumer, please note that these terms and conditions, its subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
If you are a business, these terms and conditions, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms and conditions is found to be invalid by law, the rest of them remain valid and enforceable.
Some images displayed on our website are shown for illustration purposes only.
Price Match
If you find a better price we will match it – provided:
- It is the same product and offered from a UK Company (including delivery charges)
- The product is in stock and available for immediate delivery
- We are able to verify the offer
- Occasionally we cannot match some genuine offers as the competitors have bulk bought the stock in large quantities
We will not price match with companies whom we believe are not selling authentic products.
Please e-mail our team at customercare@365carat.com clearly stating the following details;
- Your name and delivery postcode
- The product, price and product code (if applicable) you are interested in purchasing
- The URL of the Internet site offering a better price.
Once the price is verified either by written evidence (e.g. advert, quotation, dated screen, print etc.) or verbally from our competitors, we will e-mail you a discount code to use when placing your order. We aim to reply to your e-mail within 24 hours (Monday-Friday). The discount code is limited to one product per customer and must be used within 1 working day of the date of our e-mail. We do not match: Warehouse clubs, any retail club requiring membership, special offers or discount for multiple purchases.
These Terms & Conditions were last updated on %%content%%