Terms & Conditions

These terms

What these terms cover. These are the terms and conditions on which we supply products to you through our website, www.roxannefirst.com(our site).

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.

Information about us and how to contact us

Who we are. We are Roxanne First Fine Jewellery Limited (we or us), a company registered in England and Wales. Our company registration number is 10592434 and our registered office is at 38, The Limes Avenue, New Southgate, London, N11 1RH. Our main trading address is at Robert Glenn, C/O Roxanne First, 32-34 Greville Street, Hatton Garden, London EC1N 8TB. Our VAT number is 269813659.

How to contact us. You can contact us by telephoning our customer service team at +44 2031462093 or by writing to us at hello@roxannefirst.com.

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.

Our contract with you

How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because the quantity you have ordered is too high for us to fulfil, because we have identified an error in the price or description of the product on our site, or because we are unable to meet a delivery deadline you have specified.

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 consumers in the UK and EU. Our site is solely for the promotion of our products in the UK and EU. Unfortunately, we do not accept orders from, or deliver to, addresses outside the UK or EU.

Our products

Products may vary slightly from their pictures. The images of the products on our site 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 site.

Our rights to make changes

Minor changes to the products. We may change the product:

  • (a) to reflect changes in relevant laws and regulatory requirements (for example health and safety requirements); and
  • (b) to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
Providing the products

Delivery costs. The costs of delivery will be as displayed to you on our site.

When we will provide the product. During the order process we will let you know when we will provide the product to you.We will contact you with an estimated delivery date, which will be within 48 hours after the day on which we accept your order.

We are not responsible for delays outside our control. If our supply of the product 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.

If you are not at home when the product is delivered. If no one is available at your address to take delivery and the product cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the product from a local depot.

If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot, we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.If we do this, we will refund any money you have paid in advance for any products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

When you become responsible for the product. The product will be your responsibility from the time we deliver it to the address you gave us.

When you own the product. You own the product once we have received payment in full.

What will happen if you do not give required information to us. We may need certain information from you so that we can supply the product to you, for example, your correct mailing address, the recipient’s address if different, payment details, contact numbers, any special delivery instructions, and proof of identity. If so, this will have been stated in the description of the product on our site. If you do not give us this information when you place your order or within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract 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.

Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

  • (a) deal with technical problems or make minor technical changes;
  • (b) update the product to reflect changes in relevant laws and regulatory requirements;
  • (c) make changes to the product as notified by us to you (see clause 5).

Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 24 hours, and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

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, and when you decide to end the contract:

  • (a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back), see clause9;
  • (b) If you want to end the contract because of something we have done or have told you we are going to do,see clause7.2;
  • (c) If you have just changed your mind about the product, see clause7.3. 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 goods;
  • (d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.6.

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 at (a) to (e) 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:

  • (a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 5);
  • (b) 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;
  • (c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
  • (d) 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 14 days; or
  • (e) 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:

  • (a) Earrings; due to hygienic reasons

How long do I have to change my mind? You have 7 days after the day you (or someone you nominate) receives the products.

Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 7.1), you can still end the contract before it is completed, but you may have to pay us compensation. The contract is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. 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.

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:

  • (a) Phone or email. Call customer services on + 44 2031462093or email us at orders@roxannefirst.com. Please provide your name, home address, details of the order, and, where available, your phone number and email address.
  • (b) Online.Complete the form on our site; www.roxannefirst.com/pages/contact-us.

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 unless the products are damaged, in which case please take a photograph of the damaged products and email it to us atorders@roxannefirst.com. If the products are not damaged, you must return them to us, either by posting them back to us at Robert Glenn, c/o Roxanne First, 32-34 Greville Street, Hatton Garden, London, EC1N 8TB . If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the contract.

When we will pay the costs of return. We will pay the costs of return:

  • (a) if the products are faulty or misdescribed (although please note that we prefer you to photograph the products rather than send them back to us in the situation: please see clause 8.2 for details);
  • (b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, 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
  • (c) if you are exercising your right to change your mind.

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 excluding delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

  • (a) Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
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 telephone our customer service team at+44 2031462093, or write to us at orders@roxannefirst.com

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.

Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • up to 30 days: if your goods are faulty, then you can get an immediate refund.
  • up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
  • up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

See also clause 7.3.

Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us.

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 on our site is correct. However please see clause 10.2 for what happens if we discover an error in the price of the product you order.

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, 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. We accept payment with all major debit and credit cards, including American Express, through our third party payment services provider. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.

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, including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care; and for defective products under the Consumer Protection Act 1987.

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.

How we may use your personal information

How we will use your personal information. We will use the personal information you provide to us:

  • (a) strictly in accordance with our privacy policy
  • (b) to supply the products to you;
  • (c) to process your payment for the products; and
  • (d) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

We will only give your personal information to third parties where the law either requires or allows us to do so. Please refer to our privacy policy for details about how we will use your personal information.

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 contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 24 hours of us telling you about it and we will refund you any payments you have made in advance for products not provided.

You need our consent to transfer your rights to someone else. 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. This contract is between you and us. No other person shall have any rights to enforce any of its 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.

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.