Terms & Conditions

Our Terms & Conditions

1. These terms
   • What these terms cover. These are the terms and conditions on which we supply products to you via our website, davidmrobinson.co.uk (“website”).
   • Why you should read them. 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.
2. Information about us and how to contact us
   • Who we are. We are David M. Robinson Limited a company registered in England and Wales. Our company registration number is 00958819 and our registered office is at 14 Railway Street, Altrincham, Cheshire, WA14 2RE. Our registered VAT number is GB164925150
   • How to contact us. You can contact us in the following ways:
     • By telephone: 0333 996 9987
     • By email: [email protected]
     • By post: David M Robinson Limited, 14 Railway Street, Altrincham, Cheshire, WA14 2RE

• How we may contact you. 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.
• “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you
   • How we will accept your order. Our acceptance of your order will take place when we email you to confirm that your order has been dispatched, at which point a contract will come into existence between you and us. Please note that we may email you prior to this to confirm receipt of your order and payment, but this does not mean that your order has been accepted.
   • If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product and if you have already made payment to us we will refund such payment to you. There may be circumstances in which we are unable to accept your order, this may be for example because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we or our credit provider have obtained for you does not meet our minimum requirements, 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. If we are unable to accept your order for any other reason we will inform you of the reason for this at the time when we decline your order. If your order has been declined because a credit reference our credit provider has obtained for you does not meet their minimum requirements, our credit provider will email you to confirm this and your order will not be accepted.
   • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
   • We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.
4. Our products
   • Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
   • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
   • Making sure your measurements are accurate. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct. You can get information and tips on how to measure by contacting us.
5. Your rights 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8- Your rights to end the contract).

6. In Store Appointments
   • We offer appointments at each of our showrooms for services including consultation for bespoke jewellery design, after sales services, watch servicing, valuations and jewellery modelling.
   • Appointments may be made over the phone and on our website. Whilst we will try to accommodate the appointment time and date you have requested in some circumstance we may need to make changes to the appointment time or date at time. Where this is the case we will use reasonable efforts to notify you of this before the appointment and to re-arrange the appointment.
7. Delivery of the products
   • Delivery costs. We offer free delivery on all orders, although reserve the right to change this policy at any time.
   • Home Delivery:
     • We aim to dispatch products as soon as possible after we issue confirmation of your order. We are able to deliver most orders within two working days of us confirming acceptance of your order. However, this timescale is not guaranteed as there may be circumstances which mean it takes us longer to deliver your order. These circumstances include the availability of stock, if we have to order a product directly from the supplier or if you have any special requirements, such as customising a product. If the dispatch of your order is substantially delayed we will contact you to discuss the expected delivery date and the options available to you.
     • Orders placed during the weekend. Orders are not dispatched over the weekend or on public holidays and orders placed during a weekend or on a public holiday will be dispatched on the next working day.
     • If you are not at home when the product is delivered. All orders are dispatched by the Royal Mail’s tracked service or by one of our approved couriers. All orders must be signed for upon receipt and so if no one is available at your address to take delivery our courier will leave you a note informing you when they will re-attempt delivery or alternatively of how to rearrange delivery or collect your order from their depot. Our couriers will only be required to re-attempt delivery on one further occasion, following which your will be returned to us and we will contact you for further instructions.
     • If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collection our courier will return your order to us and we will contact you for further instructions. In these circumstances and where a parcel has been returned to us following two failed delivery attempts, we may charge you for storage costs and any further delivery costs and if so we will inform you by email of what these costs are. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
   • Click & Collect.
     • Click & Collect. You can choose to collect your order from one of our four showrooms, as chosen by you as part of checkout. We aim to dispatch Click & Collect orders within 5 working days of us confirming acceptance of your order and, in most cases, it will be delivered to your chosen showroom within 48 hours of being dispatched. If it is going to take longer than this for your order to be delivered to the showroom we will contact you by telephone or email to let you know.
     • Informing you that your order is in the showroom. When your order has arrived into our showroom we will telephone you to inform you of this and to arrange a time for you to collect your purchase. You should not attend to showroom to collect your order until we have informed you that it is ready to collect.
     • Collecting your order from our showroom. Only the person whose name is on the order will be able to collect the products from our showroom. You will need to bring the following documents with you to collect your order:
       • your order email (this may be a digital copy or a printed copy); and either:
         • the original payment card used to pay for the order (where a card payment has been made we will use this to verify the order); or
         • one form of photo ID (we will accept a current passport, driving licence or a UK National Identity card).
       • Orders will only be available for collection from our showroom during normal trading hours. Details of each showroom’s trading hours can be found at https://davidmrobinson.co.uk/showrooms/.
       • Orders where Click & Collect is not available. Click & Collect is not available for orders paid for using PayPal or interest free credit and these orders must be delivered to the billing address.
     • Paying using PayPal. If you are paying by PayPal we will only be able to dispatch the order after we have received notification from PayPal that payment has been made. Orders placed using PayPal will only be delivered to your verified PayPal address.
     • We are not responsible for delays outside our control. 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.
     • Your legal rights if we deliver products late. You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:
       • we have refused to deliver the products;
       • delivery within the time period notified by us for delivery was essential (taking into account all the relevant circumstances); or
       • you told us before we accepted your order that delivery within the time period notified by us was essential.
     • Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 6, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
     • Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 6 or clause 7.7, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must either return them in person to one of our showrooms or contact us and we will arrange for the product to be collected from you at our cost. We may require you to take reasonable steps to assist us in arranging and facilitating such collection. Please call customer services on 0333 996 9987 or email us at [email protected] for a return label or to arrange collection.
     • When you become responsible for the products. The product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.
     • When you own products. You own the product once we have emailed you to confirm that the order has been dispatched. If you have bought the product using our third party finance provider you will own the product once the finance provider confirms that they have made payment to us (this will usually be at them same time as the product is dispatched). .
     • What will happen if you do not give required information to us. We may need certain information from you so that we can supply personalised or bespoke products to you.. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

8. Your rights to end the contract
   • You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we have performed the contract and when you decide to end the contract:
     • If what you have bought is faulty or mis described you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;
     • If you want to end the contract because of something we have done or have told you we are going to do, see clause 2;
     • If you have just changed your mind about the product, see clause 3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any products;
     • In all other cases (if we are not at fault and there is no right to change your mind), see clause 6 .
   • 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 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 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 2 weeks; 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 terms.
   • When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
     • any product which is bespoke or which has been re-designed or otherwise altered at your request;
     • any product which has been personalised or engraved; or
     • earrings or cleaning products if the tamper proof packaging has been opened.
   • How long do I have to change my mind? You have 14 days after the day you receive your order to change your mind. If your order is split into several deliveries over different days you have 14 days after the day you receive the last delivery to change your mind about the order.
   • Ending the contract where we are not at fault and there is no right to change your mind. If we are not at fault and you do not have a right to change your mind (see clause 1) and you still wish to end the contract before the product is delivered or collected from our showroom you should notify us in writing and the contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
9. How to end the contract with us (including if you have changed your mind)
   • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
     • Phone or email. Call customer services on 0333 996 9987 or email us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.
     • Online. Complete the form on our website and include a printed copy with your returned order.
   • Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us for a full refund or exchange. If you are exercising your right to change your mind you must send off the products or return the products to a showroom within 14 days of telling us you wish to end the contract. All returns must include a completed returns form.
   • Condition of products. All products which are being returned must be in their original condition and packaging.
   • Returning products by post. Items can be returned to us directly in the post. You will be responsible for the product until it is received by us. We recommend using Royal Mail Special Delivery when returning products to us as this will guarantee proof of delivery and insurance of the products whilst they are in transit. Please address your returned package to:

Client Manager
David M Robinson
14 Railway Street
Altrincham
Cheshire
WA14 2RE

Please note that products lost or damaged in transit when you are returning them will be solely your responsibility and so we always recommend that you take out appropriate insurance in respect of such products.

• Returning products to a showroom. If you have purchased your order online it may be returned to one our showrooms. Our showroom addresses are available at https://davidmrobinson.co.uk/showrooms/. You will need to bring with you your completed returns form, the original dispatch note and the item you wish to return.
• Returning products paid for using PayPal. All orders bought using PayPal may be returned to us at one of our showrooms. Alternatively you can contact us and we will arrange for the product to be collected from you at our cost. We may require you to take reasonable steps to assist us in arranging and facilitating such collection.
• When we will pay the costs of return. We will pay the costs of return:
  • if the products are faulty or misdescribed;
  • if you are ending the contract because there was an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

• How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
• Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
• When your refund will be made. If you return your order by post we will make any refunds due to you as soon as possible, and in any event within 14 days of receipt by us of the returned products. If you return your order to one of our stores we will refund you within 48 hours of you returning your order.

10. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, if you have requested a bespoke or personalised product and fail to provide us with the information we need in order to carry out your request; or
      • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
    •  You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for products we have not provided.
11. If there is a problem with the product
    • How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can do this by contacting us using the contact details at the start of these terms or by speaking to one of our staff in our showrooms.
    • Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

• Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them or post them back to us. We will pay the costs of postage. Please follow the steps set out at clause 9 to arrange for a return of the rejected products.
• Warranty. Any product purchased from us through our site, including products purchased on finance will, on delivery and for the following 12 months, conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied.

12. Price and payment
    • Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the product you order.
    • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing (taking into account the price at which the same or similar items are sold by other retailers), we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
    • When you must pay and how you must pay. Unless you are paying using interest free credit you must pay for your order at the time of placing it and your order will only be accepted once payment has been approved. Payment may be made by one of the following payment methods:

Major credit cards as listed: Visa, Visa Debit, MasterCard and Maestro

Digital payment services: PayPal.

Interest free credit may, subject to availability, be offered by our third party finance provider and if you pay for your order using interest free credit it will be subject to additional terms which will be provided to you and which you must accept when you place your order. A summary of the key terms can be found here. We act as a credit broker and not a lender in the offering of such interest free credit. We are authorised and regulated by the Financial Conduct Authority, registration number 720857.

• What to do if you think a price on our website is wrong. If you think we have priced any products on our website incorrectly please contact us promptly to let us know.

13. Our responsibility for loss or damage suffered by you
    • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 2.
    • We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14. How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

15. Other important terms
    • We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
    • You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

16. 16. Complaints procedure
        • Should you have a complaint that you would like to raise, you can do so by contacting the Concierge Department– [email protected]. We endeavour to respond within 5 working days. If you are not satisfied with the outcome please email the Client Manager, Victoria Green – [email protected]. You will receive a response within 48 hours. Should you wish to escalate the complaint further please contact Citizens Advice