Terms of service

Hopkins & Jones Limited, trading under the names S&R Jewellers and Suttons and Robertsons, can terminate or amend any promotional offer at its discretion without advance notice, in line with the laws of England & Wales.

Our promotions are available to individuals aged 18 and above. Exceptions include S&R Jewellers employees, those directly affiliated with the promotional offer, and their immediate family members.

For our international customers, the discount will be applied in GBP, and the remaining amount will be converted using our bank's exchange rate.

As mentioned, this promotion is non-transferable, and we will not provide cash replacements. Furthermore, no excess change will be returned.

This promotion cannot be combined with other offers, deals, or discounts and is contingent upon product availability.

This promotion does not apply to any previously acquired items.

This promotion only applies to online orders checked out online; it does not apply to store purchases.

Decisions made by Hopkins & Jones Limited regarding any part of the promotion are conclusive and binding.

All promotional codes remain valid for 12 months from the issue date.

These offers cannot be used in tandem with any other discounts or promotions, and they are exclusively available for non-discounted items.

By registering, you agree to receive our promotional emails. We'll email your discount code, and you can unsubscribe at any time.

Returned promotional items will follow our standard Returns Policy.

Non-acceptance of an order may be a result of one of the following:

• The product you ordered being out of stock
• Our inability to obtain authorisation for your payment
• The identification of a pricing or product description error
• Failure to meet the eligibility to order criteria set out in the Terms and Conditions

Shortly after you place an order online with us by pressing the ‘Confirm Order Button’, we will email you an acknowledgement with the exact details of your order. Should you not receive an acknowledgement within five business days, please contact our Customer Care Team by calling 0203 915 2287. Lines are open Monday to Friday 9.00 am – 5.00 pm & Saturday 10.00 am – 4.00 pm (closed Sunday and Bank Holidays)

Order cancellation or amendment

If you wish to cancel or amend your order placed online, please contact the S&R Jewellers Customer Service Team:

• Phone 0203 915 2287 (UK only / local rate number for BT users only. As mobile and other network call charges may vary, please refer to your service provider for more details). Lines are open Monday to Friday 9.00 am – 5.00 pm & Saturday 10.00 am – 4.00 pm (closed Sunday and Bank holidays). It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately. If your order has already been dispatched, please return the order following the instructions above. Further details are set out in our Returns Policy. To change your order details, you must notify us within 30 minutes of placing your order. Please have the order number to hand. After this time, we are unable to amend your order as we endeavour to process orders immediately; therefore, we would request that you return the goods once they have been delivered – please see our Returns Policy for our returns procedure.

Your right to cancel

If you are a consumer and you place an order online, you have a legal right to cancel your order within 14 days of receiving the goods, and a further 14 days to return them to us. Full details, including how to return an item and when this right does not apply, are set out in our Returns Policy.

All prices shown on the website are in £ sterling and include VAT, where applicable. Prices may change, and offers may be withdrawn at any time. Although we try to ensure all our prices displayed on our website are accurate, errors may sometimes occur. If we discover an error in the price of an item you have ordered, we will contact you as soon as possible. You can reconfirm your order at the correct price or cancel it. If we can't contact you, we may treat your order as cancelled for the incorrectly priced item.

Delivery information

Please refer to our Delivery Information policy.

Postal and courier services 

Our preferred shipping method is via Royal Mail Special Delivery, guaranteed by 1 pm. If you wish to send your items without using our free shipping pack, we strongly recommend using the same service. You can choose the level of insurance to apply to the package at your post office. The standard levels Royal Mail provide are £500, £1000 and £2500. If you believe your items' value exceeds £2500, we advise you to purchase additional insurance at your cost.

If you choose to use the free shipping pack provided, we will insure your items up to £20,000.

Please ensure that, before shipping your goods, you take at least one photograph of each item and send it to us in advance. This provides added security and will help if an unusual event requires you to raise a claim via Royal Mail. You are able to read the full terms and conditions of Royal Mail’s claims process here.

When shipping via the post office, you will need to ensure you receive a proof of postage receipt. Please also send us a photograph of this and keep the receipt safe, in case you need to raise a claim.

Under certain circumstances, we may be able to offer collection via a same-day courier service insured up to £20,000. This would usually be if you live within a 50-mile radius of one of our stores. We may even be able to arrange collection via one of our store-based colleagues. If you live outside the 50-mile radius, we may still be able to arrange collection, depending on where you live and the items you wish to send us.

The website

We may change the S&R Jewellers website and correct or update information (including product information) on it or change these terms and conditions at any time without notice. Except in relation to the description of products and services available for order from our website, we do not guarantee and are not responsible for the accuracy of any information provided on the website.

You may access and use the website for your personal, non-commercial use. Provided you retain all copyright and proprietary notices, you may:

• retrieve and display the content of the website on a screen
• print copies of the content for your own personal use
• store the content in electronic form (except that you may not store it on any server or other storage device connected to a network)

You may not use the website or its contents:

• for commercial purposes
• for resale purposes including the systematic extraction and/or re-utilisation of any part of the contents of this website (eg. item listings, descriptions, prices)
• to interfere with or disrupt any network or website connected to this website or gain unauthorised access to other computer systems
• to interfere with the enjoyment or use of the website by any other person
• for any purpose which is unlawful
• In addition, you may not, in relation to this website, use any:
• data gathering and extraction tools
• framing techniques to enclose the trademarks, logos and other proprietary images, text layouts and formats which we use on the website
• meta tags or any other “hidden text” which uses our name or trademarks

Using this website does not give you permission to link to it or to use any of the trademarks, designs, get-up and/or logos contained within it

We do not represent or warrant that the material contained in the website, any of the functions of the website, and the server will operate without interruption or delay, or will be error-free, free from defects, viruses, or bugs, or compatible with any other software or material. The website is provided ‘as is’. Accessing the website is entirely at your own risk. You must not transmit through or to our website any defamatory, threatening, obscene, distressing, harmful or pornographic material or material which may infringe upon the rights of others (including intellectual property rights, rights of confidentiality or rights of privacy) or which does not comply with all relevant laws. This website may include links to third-party websites (“Third Party Site(s)”) from time to time. You acknowledge and agree that we will not be responsible for the availability of such Third Party Sites and will not be responsible or liable for any content or services available from such Third Party Sites. You should check the privacy statements and terms and conditions of use of Third Party Sites accessible from this website.

Liability indemnity

We do not exclude or limit our liability for death or personal injury resulting from our negligence, for fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English law. Except as set out above in relation to our contractual obligations to supply goods and/or services following acceptance of orders placed on our website, neither we nor any of our agents, affiliates, directors, employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use or misuse of the website or customer services. We shall not be liable for any indirect or consequential loss of whatever nature, including damage to software or hardware, loss of data, damage for loss of business, loss of profits, or any other indirect or consequential loss arising out of or in connection with your use of the website or customer services (including without limitation, any such loss arising out of or in connection with any order placed on the website, whether or not accepted by us).

Privacy communications

When you place an order online, we collect certain personal information from you, such as your name, delivery address, email address and contact phone number. Payment card details are collected and processed by our payment providers through Shopify's secure checkout. We do not hold your full card details. To fulfil our obligations under these Terms and Conditions, we may communicate with you by email, phone, SMS, and by posting notices on the website. You agree to receive communications from us electronically in this way and that electronic communications will satisfy any legal requirement for communications to be in writing.

We will also share your details with Third Party organisations for the prevention of fraud and our other legal obligations. For full details, please read our Privacy Policy.

Jurisdiction

The website is controlled and operated in the UK. These Terms and Conditions and all matters connected with any order you place on our website are governed by English law. You agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with or arising out of the website or your use of customer services or any order you place on the website.

Promotions

Suttons and Robertsons promotions vary from time to time and may be withdrawn without prior notice.

General

We may change these Terms and Conditions at any time. If any of these terms and conditions are invalid or unenforceable, the remainder of these terms and conditions shall continue to have full force and effect. We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control. If you breach these Terms and Conditions and we take no action, we will still be entitled to use our rights and remedies in other situations where you are in breach.

Customer support

Please contact our Customer Care Team in the event of any queries:

• Phone 0203 915 2287 (UK only / local rate number for BT users only. As mobile and other network call charges may vary, please refer to your service provider for more details). Lines are open Monday to Friday 9.00 am – 5.00 pm & Saturday 10.00 am – 4.00 pm (closed Sunday and Bank holidays).

Customer complaints procedure

We take great pride in our approach to customer service and meeting our customers' needs. To ensure we continually meet the highest levels of service, we are committed to listening to your feedback and resolving any issues you may have.

• Telephone our Customer Relations Team on: 0203 915 2287

• Lines are open Monday to Friday 9.00 am – 5.00 pm & Saturday 10.00 am – 4.00 pm.
• In Writing
  Hopkins & Jones Limited
  127 Victoria Street, London, England, SW1E 6RD

• Email
  info@sandrjewellers.com
  

What happens next?

1. If you contact us with any concerns and we cannot resolve your complaint immediately, the Customer Relations Unit will send a letter acknowledging receipt of your complaint. We will consider all factors you have raised, and we may need to contact you for further information.
2. We will try to resolve your concerns as soon as possible and let you know what we will do to reach a satisfactory conclusion. If we cannot resolve matters immediately, we will carry out an investigation, and we will detail it in a response letter to you. This letter is called the “Final Response”.
3. We should send the Final Response within 8 weeks of receiving your complaint. If we are not able to issue a response by then, we will send you an update and let you know how you can refer your complaint to the Financial Ombudsman Service, should you wish to do so. We will also enclose a leaflet explaining this process, or for further information, please refer to:www.financial-ombudsman.org.uk However, in the meantime we will continue our investigation and issue the Final Response as soon as possible.

The Financial Ombudsman Service can only consider complaints relating to regulated credit, such as a payment plan taken out through Klarna. It cannot consider complaints about the goods you have purchased from us. Your rights in relation to faulty or misdescribed goods are set out in our Returns Policy and under the Consumer Rights Act 2015. We handle complaints about our pawnbroking and financial services separately. Please see the complaints policy at suttonsandrobertsons.com.

What if I remain dissatisfied?

If you are still dissatisfied after receiving the Final Response letter and if your complaint relates to the provision of credit, you can refer your concerns to the Financial Ombudsman Service within 6 months of receiving our Final Response.

• Phone
  033 123 9123
• In Writing
  THE FINANCIAL OMBUDSMAN SERVICE
  Exchange Tower
  London
  E14 9SR
• Email
  complaint.info@financial-ombudsman.org.uk

Payment methods

We only accept payment for orders in £ sterling. We accept payment by all major debit and credit cards. If you choose to pay for an item using a payment card with a foreign currency denominated account, the account will still be taken in £ sterling at the conversion rate applied by the relevant payment scheme at the time of processing your order.

Please note, we cannot guarantee the security of data which you send to us by email. Accordingly, please do not send us payment information using email. For details of the security measures we employ, please read our Security Privacy policy. Unless we are fraudulent or negligent, we will not be liable to you for any losses caused as a result of unauthorised access to the personal transactional information you provide us when placing an order.

Please note that Suttons & Robertsons does not accept cash or cheques as payment online. If you have any queries about your card payment, please contact your bank/card issuer.