Laalie Jewellery / Customer care
Terms and conditions
These terms apply when you buy jewellery or a crystal keepsake directly from Laalie for personal use in the UK. They explain how we look after your order, from the details you send us to the piece that arrives at your door.
Placing an order
Choosing your piece
Check the material, dimensions, quantity and engraving options on the product page. Photographs may show an enlarged detail or another customer’s design. The measurements and options you choose describe the piece you are ordering.
You can review your basket, spelling, uploaded files and delivery address before placing your order. If an image is all you have and you are unsure whether it will work, ask us to check it.
Price and payment
Your order confirmation
Prices are in pounds sterling. The total at checkout includes applicable taxes and the extras you select. The available payment methods are shown before you pay. For pieces priced by enquiry, we give you a quote to consider before you order.
By placing an order, you offer to buy the piece on the details shown. We accept your order when we email you to confirm we will make or supply it. Keep that confirmation with your order details.
Your personalisation
The image and wording we engrave
Your original
Please send the clearest copy you have and check names, dates, punctuation and any special instructions. We prepare the artwork to suit the size, shape and material of your piece. If the detail available will materially affect the agreed design, we will discuss the options with you before engraving.
Changes and proofs
If you notice a mistake, contact us straight away. Where we have agreed to send a proof, check the layout and wording before approving it. We will agree any material change or additional charge with you first. If our engraving differs from what we agreed, please tell us so we can put it right.
Permission to use an image
Please only send material you are entitled to share and have engraved. A professional photograph, for example, may require the photographer’s permission. Rights in the original stay with their owner. You give us permission to copy and prepare the material as needed to fulfil your order and deal with any problem with it.
Sharing a finished piece
We ask separately for permission to use a customer’s material or finished piece for marketing. We use only what that permission covers. Our Privacy Policy explains how we handle personal information.
Making and delivery
When your keepsake will arrive
Please allow up to two weeks from placing your order for UK delivery. This includes preparing your artwork, engraving your piece and tracked delivery. Standard UK delivery is free. We send orders from our Yorkshire workshop using Royal Mail Tracked 48.
If you need your piece for a particular date, contact us before ordering so we can confirm whether we can meet it. If a missing image or an unexpected delay affects your order, we will let you know and discuss any revised date with you.
We are responsible for your order while it is with our chosen carrier until you, or someone you have nominated, receives it. If it is late, lost or damaged in transit, contact us and we will follow it up. If we refuse to deliver, miss an essential delivery date, or miss a reasonable further deadline you give us when one is needed, you can end the contract and receive a refund.
Cancellations and returns
If you change your mind or something is wrong
Personalised orders
We can cancel your order if you contact us before we start processing it. Pieces made to your specifications or clearly personalised for you are exempt from the usual 14 day online change of mind cancellation right. Once we start processing a personalised order, we do not offer a change of mind return or exchange.
Standard items
If you buy an eligible standard item without personalisation, you can cancel before delivery or within 14 days starting the day after you receive it. For one order delivered in parts, the period starts the day after the last item arrives. Tell us clearly that you wish to cancel, then send the item back within a further 14 days. You can contact us by email, post or our online form.
For a change of mind return, you pay the direct return postage if we told you this before purchase. Otherwise we cover it. We refund you promptly and within 14 days of receiving the goods or evidence that you have sent them back, whichever comes first. If you cancel the whole order, we also refund any standard outbound delivery charge you paid.
Faults and mistakes
Your piece must match its description, be of satisfactory quality and be fit for its purpose, including any particular use we agreed with you. These rights apply to engraved pieces too. If the item was faulty when supplied, arrives damaged or differs from your order, you can normally reject it for a full refund within the first 30 days. You may still be entitled to a remedy after that. We cover reasonable return postage for these problems.
Read our Returns and Refunds policy for the remedies available and how to arrange a return.
Customer care
Our responsibilities to you
If we find an error
If we discover a price error or availability problem before accepting your order, we will explain it and give you the choice to proceed on the corrected details or cancel. If we cannot accept the order, we will promptly refund any money taken. After acceptance, we will ask for your agreement before changing the price or substituting a piece.
Questions and complaints
Please email shop@laalie.com or use our contact form. Include your order number if you have it, what went wrong and what outcome you are looking for. We will look into it, explain our decision and tell you about any dispute resolution arrangements available that we are required to use. You keep your right to take a claim to court.
Loss or damage
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. This includes loss that was obvious or that we both knew could happen when you ordered. Nothing in these terms excludes responsibility for fraud, or for death or personal injury caused by negligence, or restricts any right the law does not allow us to restrict.
Which terms apply
The terms and any more generous promises offered when you ordered apply to that order. Updated terms apply to future orders. The laws of England and Wales apply, subject to the mandatory consumer protections of the part of the UK where you live. You can bring proceedings in the courts of the part of the UK where you live.
Using our website
Our site photographs, designs and wording belong to Laalie or their respective owners. You are welcome to share links to our pages. Please obtain permission for commercial reuse of our material unless the law permits that use.
If you create an account, keep your sign in details private. Any review you submit should reflect your own experience. Please leave out private order details or personal information about someone else.
About Laalie
Business details
Your contract is with Steven Bowen trading as Laalie Jewellery.
Business address
72 Runnymede Way, Northallerton, DL6 2FR
shop@laalie.com · 07305 834681
We sell online. For a return, please contact the workshop for the correct return details.
