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Terms & Conditions

These terms and conditions govern your use of the website www.willowandstag.com and the purchase of goods and services from Willow and Stag, including  our stands, directly at our events, or direct sales from our official seller (not including retail sellers). Here, you will also find information on orders and returns, privacy and security on the pages of the website. If you have any questions, please Contact Us using our online contact form. This is the quickest way for us to respond to you. Where possible this will be within 48 hours (not including weekends or bank holidays), but may be longer at peak sales times such as Christmas. In these terms and conditions, “we”, “us”, “our” and Willow and Stag all refer to Willow and Stag.

Please read these terms and conditions carefully before using the website. By accessing the site and/or placing an order, you signify your agreement to be bound by these conditions and you consent to us using your information in accordance with our privacy policy. If you do not accept these terms then please do not use the website.

You must be 18 years of age or older to purchase goods from the website.  If you are under 18, you may use the site only under guidance of a parent or guardian.

Returns

14-day money-back returns policy

We offer all of our direct customers purchasing through the website a 14-day money-back returns policy. So if for any reason you are unsatisfied with your Willow and Stag jewellery, you may return it unworn and in its original presentation packaging, to us within 14 days of receipt for a full refund of the cost of goods. For all returns, except where the item is faulty or dispatched in error by us, you will be required to arrange and pay for the return of the products to us. We do not offer refund on postage. Where an item is faulty or dispatched in error, Willow and Stag will only reimburse returns within the UK (excluding international returns) after the item(s) has been returned to and assessed by our workshop.

Returns and Repairs

You are legally obliged to take reasonable care of the goods received from us.  Our returns policy does not apply to damaged items or items sent to you in error. These are dealt with separately on our “Delivery & Returns” Page.

We do not exchange or refund earrings (for hygiene reasons), custom hand stamped or personalised items (unless they are defective pre-delivery), or vouchers (including physical vouchers or e-vouchers).

 Items purchased through an approved Willow and Stag retailer must be returned to its original place of purchase and are not included in this Terms and Conditions policy.

Please note that the customer must return any items directly to us and we must be in receipt of those items and have assessed them before a refund will be given.

Promotions: If you wish to return your original item(s) you must also return any extra discounted or free item(s) included in the promotion. Any item(s)  returned without a promotional item(s) included with the original transaction will have the value of the promotional item deducted from the refund amount. If you purchased a discounted item, you will be refunded the actual price you paid on purchase, and not the full retail price either listed in the shop or relayed in person at an event.

When returning items you must get and retain proof of postage, as we do not accept responsibility for packages lost in transit back to us. Returns must also be made using a postal service carrying the correct level of insurance to cover the full cost of replacement of an item or items being returned. Please contact your local post office to find out about what current services and insurance levels you require for this, as these services can change and vary.

Any refunds due will be issued through your original payment method once all the criteria above has been met. If there are any problems with your refund, a member of our Customer Care team will contact you. Any funds due should usually appear on your bank statement within 5-10 working days after the refund is issued. (However please note that refund times are down to the card issuers and are outside our control. So any queries should be directed to your card issuer directly).

Where an item is faulty or dispatched in error, Willow and Stag will only reimburse returns made within the UK (excluding international) after the returned goods are received and assessed by our workshop.

For more information on making a return to us, please see our “Delivery and Returns” page.

Customer Service

To contact us for any reason, please access our Contact Us page, where we have an online contact form  for your convenience. This is the quickest way for Willow and Stag to respond to you. Where possible we will get back to you within 48 hours (not including weekends or public holidays), but this may be longer at peak sales times, including Christmas.

Payment Methods

To securely receive your payments over the Internet we use Secure Sockets Layer (SSL) technology, which is the standard Internet practice to protect personal details. We use Paypal as our third party payment gateway unless otherwise specified.

Please do not send orders via email. Orders received this way will not be accepted as we cannot guarantee your security with this method.

We will take all reasonable care to keep your order safe and secure, but we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any data (including credit and account details) you provide when accessing or ordering from the site.  If you’re still worried about security over the Internet, please Contact Us.

Bespoke items

Bespoke items cannot be returned for refund or alteration unless deemed faulty after inspection by our workshop. All rings, bespoke or otherwise that are returned in this way will be corrected to the same standard dimensions, and any detail, pattern or sizing will be unchanged from that which was accepted on the original order.

 

Delivery and Customs

Please see our “Delivery and Returns” page for information on production times (also referred to as “making times”), estimated delivery times and delivery fees.  We will always aim to deliver goods or services to you within the times indicated.  However, where delivery times and dates are given, they are for general guidance only and we will not be held liable for late delivery of goods caused by postal services, or other circumstances beyond our reasonable control. All guarantees provided are by our courier services, and not Willow and Stag directly.

Your goods will be sent to the address you supply us with at the time of ordering, or on your account with us. Please ensure these are up-to-date and correct. If no  address is given then we will use the Paypal address you provide. 

  You are responsible for making arrangements to receive the goods, and collecting them if they are held at the post office or other delivery company’s depot, due to no one being available when they were delivered.

Our courier or postal delivery service may obtain any signature as a proof of delivery to the address provided by the customer at time of transaction. Any signatures from the address will be accepted as valid. We do not take responsibility for goods collected by unauthorised signatories at the given delivery address.

If for any reason, a customer’s goods are misappropriated, we will obtain a proof of delivery from Royal Mail  in order to assist the customer to resolve the issue.

It is the sole responsibility of the parcel’s recipient to let us know of discrepancies relating to the contents (i.e. incorrect or missing item(s) received) within 7 days of receiving the parcel. We will not be held liable for any discrepancies brought to our attention after this time.

Please note that we are not able to currently deliver to P.O. boxes or military bases.

For customers in the United Kingdom (not registered for VAT), the prices you pay includes any duties or taxes applicable to the UK. If these duty rates change, we reserve the right to charge extra or to not to supply. It may not be possible for us to deliver to some countries, if an order is received with a delivery address outside the territories stated. If this is the case you will be contacted by our Customer Care representative via email. Please ensure your email address is corect at time of ordering.

 Please bear in mind that to ship a package overseas involves a courier service as well as insurance and administration costs. These are reflected in the price to overseas customers. All orders from outside the UK will  incur an additional postage cost. Please refer to the International Delivery section on our Delivery and Returns Page for further information.

 Parcels returned to us from outside the UK, are the responsibility of the customer to pay associated shipping costs, customs duties, taxes or other charges that may be relevant.

 

Delivery of Products Outside the UK

Goods are delivered at the standard UK International rates set by our postal service providers. Customers are responsible for all further related costs which may incur after the products arrive in their destination country.

Order Confirmation

After making your online order through Willow and Stag website, you will receive an order confirmation email from us. It is the customer’s sole responsibility to inform Willow and Stag of any discrepancies in the content (i.e. incorrect or missing items) of this email prior to the items being sent out, and to avoid incurring any unnecessary postage charges. Willow and Stag will not be held liable for any discrepancies informed after the parcel is released to our postal service provider.

 

Hand stamping and Repair Service

We offer hand stamping on specific products. The additional time needed for these services, if the item is in stock, is an additional 7 working days (excluding postal delivery time). This will be longer during peak periods, including national holidays.

For more information, please Contact Us.

Willow and Stag products are made to a high quality. However, should you require it, we offer a repairs service for items bought from us. This service does incur a charge.

For more information on the price and timings of this service, please Contact Us via our online form. A Customer Care representative will be in touch to advise you further.

Please note, we only offer  our personalised hand stamping service for appropriate items purchased directly from us.

 

Our Standards

All our jewellery is hand polished and finished at our workshop. All diamonds and precious stones are hand selected for colour and purity.  Diamond weights quoted are the average carat weight per piece or pair in the case of earrings or set, unless stated otherwise. This weight can fluctuate up and down slightly.

Willow and Stag is committed to offering high-quality conflict free diamonds and gemstones from our trusted suppliers. Please refer to our Sustainability page for further information.

All rings, bespoke or otherwise maintain the same dimensions regardless of finger size, and the pattern or any other detail will be unchanged. The only difference will be the inner diameter of the ring.

Appropriate wear

The beauty of our jewellery is that each piece is designed to capture the beauty and uniqueness of the materials used in it, from fine gemstones to the gold and silver metals. Therefore the wear ability of certain pieces can vary. For example a wedding ring is designed to be worn every day and can cope with hard wear and tear, whilst a more delicate band subjected to the same wear as a wedding ring will show signs of wear faster.

It is also important to remember that chemicals will affect all jewellery if regularly exposed to it.

Gemstones

The gemstones that Willow and Stag uses are all natural unless stated otherwise and as such there may be slight variations in appearance. 

Measurements and Weights

All measurements and weights are approximate and have been rounded up or down to the nearest quarter-inch, centimetre, millimetre or gram. While every effort has been made to ensure these measurements and weights are correct, Willow and Stag accepts no responsibility or liability whatsoever with regard to stated sizes or weights in a brochure or on our website, www.willowandstag.com. If you are in any doubt about any of the sizes or weights, please  Contact Us.

Contract for Sale or Services

The description of the goods, services, price, currency, VAT and delivery costs are set out on the order page.  The advertising of products and services on this site is an ‘invitation to treat’. That means your order is an offer and no contract of sale is formed between you and Willow and Stag until you receive the confirmation of order email.  Orders shall be accepted at our sole discretion but are normally accepted once credit card authorisation has been confirmed, the order reflects current pricing and stock levels.  When you place an order direct with Willow and Stag, payment is taken immediately at the point of order, whether the item(s) is in stock or not. Once we accept your order, you shall pay the price for the goods or services plus VAT (where applicable) and delivery and other costs specified on the order page and we shall charge your account for payment.  Please keep your “confirmation of order” e-mail for your records.

In exceptional circumstances, if we are not able to fulfil an order we have accepted, your card will be re-credited with the original price and we will notify you by email. In no circumstances will we be liable to you for any additional amounts.

These terms and conditions may be updated from time to time by Willow and Stag.  Your continued use of the site after such notification shall be taken as your full acceptance of such changes.  You will only own the goods you purchase once they have been successfully delivered and when we have received cleared payment for them in full.  Until that time we will retain title to the goods. 

Cancellations and Exchanges

If you realise you have made a mistake and want to cancel your order, please contact us as soon as possible. If your item has already been sent out then it may not be possible to stop your order so please follow the instructions in our ‘Returns‘ policy section, in those instances.  Please follow these instructions for exchanges as well. If your order needs to arrive to you hastily, it will be faster to re-order a product rather than send it back for an exchange, so please follow the above instructions while you order the product you would like instead. We realize this means two transactions on your credit card but feel it is faster for you to get the product you would like.

If we are providing repair or hand stamping services we cannot cancel your order if we have already started the work.

Defective and Damaged Items

If you should receive an item you have ordered that is defective, damaged or not what you ordered, please contact us as soon as possible. Our customer care team will help you resolve any issues as quickly as possible by delivering another item, replacing your order or refunding the amount paid.

Disclaimer and Liability

Jewellery on this website is not shown to scale for illustration purposes. All of the diamonds/gemstones used in Willow and Stag jewellery are from non-conflict countries. Willow and Stag reserves the right to change prices or specification without prior notice.

We reserve the right to change, modify, substitute or remove without notice any information on the site from time to time.  We will endeavour to ensure that all descriptions and illustrations of the items on the site or in our catalogue or otherwise provided to you by us are accurate but there may be slight variations due to print and publishing limitations.  Willow and Stag works to keep the site up to date but cannot guarantee that this site and its contents are completely free of technical errors, viruses or anything else that may have a harmful effect on any technology.  We will endeavour to allow uninterrupted access to the site but access may be suspended, restricted or terminated at any time.  By using this site, you acknowledge that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with this site.

In no event shall we be liable for any indirect loss, consequential loss, loss of profit, data, revenue, business opportunity, anticipated savings, goodwill or reputation whether in contract, tort or otherwise arising out of or in connection with the terms and conditions or use of the site save where such liability cannot be excluded by law.

You must use the site for lawful purposes only.  If we allow you to register with us you are fully responsible and liable for all access made to the site using any password or user name that you register with us.  You should keep such passwords and user names confidential at all times.

If you are not satisfied with the site, then please Contact Us with your comments.

If you have a valid claim in respect of any of the goods which is based on any defect in the quality or condition of the goods, we shall be entitled to replace the goods (or the faulty part in question) free of charge or, at our sole discretion, refund to you the price of the goods (or a proportionate part of the price).

If you have a valid claim based on the quality of any repairs we make to your goods, then we shall be entitled to rectify the defect free of charge or, at our sole discretion refund to you the price for the repair of the goods. We are not responsible for damage to items before the jewellery was in our possession or for any sentimental or other unknown value of the items.

We will not be liable for loss of or damage to any item left for repair which you do not reclaim within 6 calendar months, or for the receipt for the item if it has been lost or cannot be produced.

To the maximum extent permitted by law, our liability to you in connection with any claim or series of connected claims under these terms and conditions shall not exceed £1,000 or the value of the goods to which a claim is relevant, whichever is the greater.

These terms and conditions do not affect your statutory rights (if appropriate) as a consumer.

We shall not be liable to you or in breach of these terms and conditions for delay or failure to perform if the delay or failure is due to a cause beyond our reasonable control.

In the case of repairs and hand stamping we strongly advise that you maintain adequate insurance for your jewellery while it is in our possession.

Cooling-off Period

Customers are legally entitled to cancel an order within 7 working days of receipt of the product and to return it for a full refund. However, our 14-day money-back returns policy extends your ability to return an unsatisfactory online purchase for up to 14 days.

Customer Responsibility

Willow and Stag cannot guarantee that the sale and delivery of its goods to your particular country or location is permissible, so please be aware of your own geographic import restrictions.

This site and its contents will not constitute the basis for any contractual commitment between Willow and Stag and any prospective customer in any jurisdiction in which the solicitation of interest or the offering of or sale of products by Willow and Stag would contravene any applicable local, regional or national legislation. No prospective customer should seek to make any order through the site from jurisdictions in which it would be illegal for Willow and Stag to sell products.

Legal Governance

Your use of this site and any contract between you and Willow and Stag for the sale of products shall be governed by and shall be construed in accordance with the laws of England and Wales and shall be subject to the non-exclusive jurisdiction of the Courts of England and Wales. If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable from these terms and conditions and shall not affect the validity or enforceability of any remaining provisions. If we fail to enforce a right under these terms and conditions, that failure will not prevent us from enforcing other rights, or the same type of right on a later occasion.

Unless otherwise stated in these terms and conditions, no part of these terms and conditions are enforceable by anyone who is not a party to them, pursuant to the Contracts (Rights of Third Parties) Act 1999.

Copyright and Other Rights

All materials, including images, illustrations, designs, site layout, photographs, written and other text or script that are part of this site is protected by copyright, trade mark, design right, and/or other worldwide intellectual property rights and are owned or controlled by or licensed to Willow and Stag.  All rights are reserved.

The contents of the site and the site as a whole are intended solely for personal, non-commercial use. You may download or make a single copy of the contents and other downloadable materials displayed on the site for the sole purpose of placing an order with Willow and Stag or using the site as a shopping resource. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or exploit in any way, in whole or in part, any of the contents, the site, or any related software without our express prior written permission.

Sale

If you wish to return an item purchased at sale price, please refer to the 14-day money-back returns policy.

Gift Vouchers

Gift voucher purchases do not qualify for promotions where a free item is given with a specified minimum spend. The free item can only be given on redemption of the gift voucher(s) as long as the other terms and conditions of the offer are met.

Promotions

All promotions and offers run by Willow and Stag are subject to terms and conditions. Offers are subject to stock availability, can not be substituted for cash or equivalent, cannot be used in conjunction with other offers unless stated otherwise and are time limited. Willow and Stag reserves the right to amend or foreclose any offer without notice or correspondence.

Free item offers:

1. Offer begins and closes at time stated, or while stocks last – whichever comes first. 2. A minimum spend (excluding purchases of gift vouchers) may be required in order to qualify for the offer. 3. The free item offered is stated. In the event of unforeseen circumstances, Willow and Stag has the right to substitute alternative prizes or, in exceptional circumstances, to amend or foreclose the offer without notice. No correspondence will be entered into. 4. Offers are available on a first-come, first-serve basis only, and subject to availability. 5. If you wish to return your original item(s) you must also return the free item. Any promotional item that is not returned, the value of this item will be deducted from the refund amount. 6. Offer available only when you place an order direct with Willow and Stag by placing an order via one or more of the following: www.willowandstag.com, by Direct sale at a stand with one of our official in-house sellers, and/or via selected stockists. 7. Only one free item offered per order. 8. No equivalent – cash or otherwise – will be given. 9. The offer cannot be used in conjunction with other offers.

Voucher and Coupon offers:

1. Vouchers and Coupons expire at the time and date stated. 2. Only one voucher or Coupon per order. 3. Vouchers or Coupons can only be used once. 4. Vouchers or Coupons cannot be used in conjunction with any other offers. 5. Vouchers and Coupons cannot be used against bespoke items, accessories, postage, gift vouchers or gift wrap unless specifically stated on them. 6. Order total may be required to meet a minimum amount before the voucher or coupon can be applied. 7. No equivalent – cash or otherwise – will be given. 8. Can only be used when ordering direct from Willow and Stag website and not through any of our stockists. 8. Free vouchers cannot be used to purchase paid-for vouchers.

Prize draw offers:

Prize draws are open only to UK residents aged 18 years or over, with the exception of employees of Willow and Stag, their families, agents and anyone else connected with this promotion. No purchase necessary. All registrations must be complete by stated time and date to be valid entries in the draw. Entries must be made by following the instructions provided. Registration completion is based on the necessary information being provided. The prize draw will take place at the stated time and date. Entrants may not win more than one prize. Winners will be drawn independently and at random from all valid entries received and will be notified by email or mail within a stated time after the actual draw date. The judge’s decision is final and correspondence will not be entered into. The winner agrees to take part in reasonable post event publicity and to the use of their name in such publicity. The prize must be redeemed by the stated time and date. No extension is available. If the prize is unclaimed after this time, it will lapse and the Promoter reserves the right to offer the unclaimed prize to a substitute winner selected in accordance with these rules. The prize is subject to availability. In the event of unforeseen circumstances, the Promoter reserves the right (a) to substitute alternative prizes of equivalent or greater value and (b) in exceptional circumstances to amend or foreclose the promotion without notice. No correspondence will be entered into. The prize is strictly non-transferable. The prize is not redeemable for cash or exchange. The prize cannot be used in conjunction with any other discounts or special offers. By entering the prize draw, entrants agree to be bound by these terms and conditions, rules, and by any other requirements set out in promotional material. The Promoter will use any data submitted by entrants only for the purposes of running the prize draw, unless otherwise stated in the entry details. By entering this prize draw, all entrants consent to the use of their personal data by the Promoter for the purposes of the administration of this prize draw and any other purposes to which the entrant has consented. We respect the accuracy, privacy and security of your personal data. For more information, see our Data Protection Notice. Entries not submitted in accordance with the rules or incomplete will be disqualified. No liability shall be taken for entries lost, damaged or delayed in transmission. Willow and Stag accepts no responsibility for participants being unable to participate in the prize draw, or if their entry is late or lost. The Promoter is Willow and Stag. www.willowandstag.com. Email: info@willowandstag.com.

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