TERMS & CONDITIONS

By ticking the box at the checkout, you are confirming that you are over the age of 18 and acceptance of our terms and conditions as described below.

Please do not use our site if you are not willing to abide by, or do not agree with our terms and conditions which comply with the current Distance Selling Regulations.

Full payment is required when placing an order online using a credit/debit card, PayPal or Pay in Three. Once you have placed an order you will automatically receive a confirmation email specifying the item, price and delivery cost. We advise printing this for your future reference.

Prices
Our prices are displayed clearly alongside each product in GBP (£ Sterling).

We will from time to time, allow promotional discounts, this will be made clear at the time of ordering within the site and a code will be entered at the checkout to receive this discount.

Lead time
Orders are dispatched within 48 (working) hours of placing an order unless otherwise stated on the product page.

Despatch will be by Royal Mail Second Class Postage unless you opt for a premium delivery service. Options for premium delivery are Royal Mail Special Delivery or Evri parcel delivery. A postage quote will be provided at time of request.

If for reasons beyond our control we foresee that your order will be later than this time, every effort will be made to contact you, giving you notice. You are fully entitled to cancel your order and receive a full refund should this occur. If jewellery is required for a specific date, please contact us before placing an order to allow us to confirm that we can meet your deadline.

The product

All products made by Lucy Loves are handmade and therefore each item is slightly unique and sizes advertised are approximate.

Natural stones, woods and other materials used may be represented in a slightly different shade due to variations in monitor/screen tones.

Natural stones, woods and other materials used are also unique and therefore natural variations will occur from item to item.

Cancellations & Returns
If your order does not meet your expectations or if you have simply changed your mind, the Distance Selling Laws state that your order can be cancelled up to 14 days after the order is delivered.

Unfortunately bespoke, personalised and engraved items are exempt from this regulation.

Please email lucylovesbylucy@gmail.com to notify us about your return, with your name, address, order number, we will reply to acknowledge receipt of this. We expect you the customer to return goods to us in an unworn/unused state and in the original packaging, it is your responsibility to ensure that the parcel is safely delivered to us at your own cost; we suggest using Royal Mail Special Delivery. We will email to confirm receipt of your order and a full refund will be given within seven working days using your original payment method.

Damages & breakages
At Lucy Loves, we hold customer satisfaction very highly and our quality control standards are paramount. If you discover that your item is faulty, please email us at lucylovesbylucy@gmail.com within 14 days from receiving it. We will contact you and ask you to return the item using Royal Mail Special Delivery service (initially at your cost) to allow us to assess, repair or remake. Please include your contact details and order number (ideally a copy of the invoice) with your returned item. Lucy Loves will refund the postage cost for faulty items. We will confirm by email, that we have received your returned item and advise you of the next steps.

Earrings
Due to hygiene reasons we cannot exchange earrings unless they prove to be faulty.

Payments
Purchases made through the Lucy Loves website are conducted via Square or PayPal; we do not have access to your confidential bank or payment details. PayPal will email you directly to confirm the completed transaction after the checkout process. Refunds are carried out with the same payment method as the original purchase. There can be a delay from the refund date to the funds being credited to your account; unfortunately this is out of our control.

Dispatch & Delivery
We will email confirmation of dispatch when your order is complete and has been posted, a tracking code will be included.

All items delivered to the UK are sent free of charge unless a premium service is requested. The service used will generally be Royal Mail Second Class Postage.

Premium despatch is possible using Royal Mail or Evri with the option of:

Special Delivery (Signed for, tracked, insured & guaranteed by 1pm) price: £7.50
First Class Signed for, (Signed for, confirmation of delivery) £3.50
Evri Next Day Parcel £7.50.

Please note that the 48 hour (2 business day) turnaround time stands, even with Next Day dispatch.

Lucy Loves use your contact details solely for our own office use, to update you with progress of your order or for delivery, gift vouchers or completed jewellery orders. We do not sell your details to any third party organisations. Please refer to our privacy policy.

Our trading and contact details are as follows:
Lucy Heslop, Trading as Lucy Loves,
6 Cleeve Cloud Lane, Prestbury, Cheltenham, Gloucestershire GL52 SE.
Email: lucylovesbylucy@gmail.com
Website: www.lucyloves.co.uk
Telephone: 07860 657606
Our terms and conditions can be downloaded or printed off for your reference.

If you have any questions/comments about your privacy, please contact us.
We are open 9am - 3pm, Monday to Friday. In-person appointments may be possible by prior arrangement. Telephone or email is always the best way to contact us.
6 Cleeve Cloud Lane, Prestbury, Cheltenham, Gloucestershire GL52 SE.
07860 657 606

Lucy Loves...

PRIVACY & SAFETY

This Privacy Policy is applicable to all visitors to the website and should be read in conjunction with our Terms and Conditions outlined above.

By visiting and using our website, you acknowledge and accept the practices outlined in this Privacy Policy.

What is personal information?
Personal information (or personal data) is information about an individual that allows us to identify that person. In order to provide you with a smooth shopping experience at lucyloves.co.uk we collect the following personal information about you:

Name
Date of Birth
Billing and Delivery Address
Telephone Number
Email Address*
Items ordered

*We also collect your email address when you opt in to join our newsletter.

When else may my information be collected?
Information regarding your visit to lucyloves.co.uk may be collected by lucyloves.co.uk, or third party providers of advertisements. This includes:

Your location geographically
Your browser
Your device type
How you were referred to us
Search terms you used to get to us
What you browsed on the website
How long you stayed on the website for
Use of cookies
Our website uses cookies to identify your computer and recognise you from other users to improve your experience.

In common with many other website operators, we may use standard technology called ‘cookies’ on this site. Cookies are small pieces of information that are stored by your browser on your computer’s hard drive. Our cookies enable us to understand who has seen which pages and advertisements, to determine how frequently particular pages are visited and to determine the most popular areas of our website. Our cookies also enable us to enhance your visitor experience by storing information about the products and services that you select between visits so that we can provide you with focused information each time you visit our website.

Most browsers automatically accept cookies, but you can usually change your browser to prevent cookies being stored, however if you do turn cookies off this will limit the service that we are able to provide to you.

Our cookies do not store sensitive information such as your name, address or payment details: they simply hold the ‘key’ that, once you are signed in, is associated with this information. However, if you would prefer to restrict, block or delete cookies from our websites, or any other website, you can use your browser to do this. Each browser is different, so check the ‘Help’ menu of your particular browser (or your mobile phone’s handset manual) to learn how to change your cookie preferences.

Information collected
Some cookies collect information about browsing and purchasing behaviour when you access this website via the same computer or device. This includes information about pages viewed, products purchased and your journey around a website. We do not use cookies to collect or record information on your name, address or other contact details.

Google analytics
When someone visits insilver.co.uk we use the Google Analytics service, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website.

Mailing list
As part of the registration process for our monthly e-newsletter, we collect personal information. We use that information for a couple of reasons: to tell you about things that you have asked us to tell you about; to contact you if we need to obtain or provide additional information; to check our records are right and to check every now and then that you’re happy and satisfied. We don't rent or trade email lists with other organisations and businesses.

We gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our e-newsletter. You can unsubscribe to general mailings at any time of the day or night by clicking the unsubscribe link at the bottom of any of our emails or by emailing us at lucylovesbylucy@gmail.com.

How do we use your personal information?
We want you to have a great shopping experience at lucyloves.co.uk so we use your personal information to make it easy for you to browse and place an order. We may use your information in the ways below:
To process your order, we need to take payment details and know where to deliver your jewellery.
Our postal and courier services have access to your delivery address in order to be able to dispatch your jewellery to your chosen address.

Information regarding your visit to lucyloves.co.uk including what you have browsed or bought is used to improve your experience on our website.

We may also contact you via the below channels:

Email:
We will email you once an order has been placed to remind you of what has been ordered. A further email is sent by lucyloves.co.uk to let you know your order has been dispatched.

We send newsletters to customers and individuals who have given us permission to contact them. These are used to inform you about new launches, sales/special offers and information we think you’ll find interesting. It is easy to stop receiving these newsletters by clicking on the ‘unsubscribe’ button found on the bottom of each communication we send.

By placing an order as a guest, your email will not be added to our database and therefore you will not be contacted with Lucy Loves news, updates and special offers. If you would like to hear more from us, simply subscribe to our mailing list here.

Phone:
If there is an issue with your order or we need to refund/take any further payments, we may need to call you on the phone.

If you are a winner of a competition, we will use your personal details to notify you that you have won a prize.

Post:
Marketing communications may be sent by post if we have had your permission. If you’d like us to stop sending these to you, please notify us via email on lucylovesbylucy@gmail.com with your full name, door number and postcode.

Social Media:
If you contact us via social media, we will respond on the same channel or move to email if we feel the conversation needs further assistance.

What are your rights?
You have the right to obtain confirmation that your data is being processed, request access to your personal data and the right to be forgotten. You can make a request by email to lucylovesbylucy@gmail.com and we will come back to you within 30 days.

If you wish to raise a query with the United Kingdom Information Commissioner, you may do so at www.ico.org.uk or on 0303 123 1113.

WHOLESALE INQUIRIES

If you would like to discuss a wholesale purchase, please contact me using the Contact section.

PAYMENT METHODS

- Credit / Debit Cards
- PAYPAL

- Offline Payments