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Terms & Conditions
These Terms together with any other documents referred to herein, set out the terms on which we supply Products to you when you buy in-store.
2.1 Please read these Terms very carefully before you place an order with us in-store. These Terms explain who we are, how our Products will be provided to you, how you or we may change, cancel, or otherwise end the Contract, what to do in the event of problems, and other important information.
2.2 Each reference in these Terms to “writing” and any similar expression includes electronic communications whether sent by e-mail or text message or other means.
3.1 Who we are We are Bentley & Skinner (Bond Street Jewellers) Limited. We are registered in England and Wales under company number 356125 and have our registered office at New Derwent House, 69-73 Theobalds Road, London, England, WC1X 8TA and trading address at 55 Piccadilly, London, W1J 0DX. Our VAT number is 239792712.
3.2 How to contact us You can contact us by telephoning our customer service team on 020 7629 0651 or emailing us at info@bentley-skinner.co.uk by writing to us at 55 Piccadilly, London, W1J 0DX.
4.1 These Terms govern the sale of Products by us and will form the basis of the Contract between us and you. Before making your Order, please ensure that you have read these Terms carefully. If you are unsure about any part of these Terms, please ask us for clarification.
4.2 Nothing provided by us including, but not limited to, sales and marketing literature, price lists and other documents constitutes a contractual offer capable of acceptance. Your Order constitutes a contractual offer that we may, at our discretion, accept.
4.3 A legally binding contract between us and you will be created upon our acceptance of your Order, indicated by our Order Confirmation. Order Confirmations will be provided in writing. The Contract means the contract between you and us for the purchase and sale of a Products or Products. The Contract will be completed when you have paid for the Product and we have delivered it to you or when you have collected the Product.
4.4 We shall ensure that the following information is given or made available to you prior to the formation of the Contract between us and you, save for where such information is already apparent from the context of the transaction:
4.4.1 The main characteristics of the Products;
4.4.2 Our identity (set out above in Clause 3) and contact details (set out above in Clause 3);
4.4.3 The total Price for the Products including taxes or, if the nature of the Products is such that the Price cannot be calculated in advance, the manner in which it will be calculated;
4.4.4 Where applicable, all additional delivery charges or, where such charges cannot be calculated in advance, the manner in which they will be calculated;
4.4.5 Where applicable, the arrangements for payment, delivery and the time by which we undertake to deliver the Products;
4.4.6 We shall ensure that you are aware of our legal duty to supply Products that are in conformity with the Contract;
4.4.7 Where applicable, details of after-sales services and commercial guarantees; and
4.4.8 Where applicable, the functionality, including appropriate technical protection measures.
5.1 All Products are subject to availability.
5.2 If we find, or are made aware of, any typographical, clerical or other accidental errors or omissions in any sales and marketing literature, price lists or any other documents we will make every reasonable effort to correct such errors or omissions as soon as is reasonably possible. If, as a result of any such error or omission, you have received the wrong Products, you may return those Products to us for non-compliance with the description as provided in Clause 10. If, as a result of any such error or omission, you have paid too much, we will refund the excess paid for the Products.
5.3 We make all reasonable efforts to ensure that all descriptions and graphical representations of Products available from us correspond to the actual Products. Please note, however, the following:
5.3.1 Images of Products are for illustrative purposes only. There may be slight variations in colour, size and scale between the image of a product and the actual product sold due to differences in computer displays and lighting conditions.
5.3.2 Images and/or descriptions of packaging are for illustrative purposes only, the actual packaging of Products may vary.
5.4 Please note that sub-Clause 5.3 does not exclude our responsibility for mistakes due to negligence on our part and refers only to minor variations of the correct Products, not to different Products altogether. Please refer to Clause 10 if you receive incorrect Products (i.e. Products that are not as described).
5.5 Where appropriate, you may be required to select the required size, model, colour and number of the Products that you are purchasing.
5.6 Bespoke Products If we are making the Product to measurements provided by you or if we are engraving a product for you, then you are responsible for ensuring that those measurements and engraving instructions are correct. Our sales people will be happy to provide you with information and tips on how to measure and provide engraving instructions.
5.7 When placing an Order for bespoke Products, please ensure that all information that you provide to us is correct, accurate and complete. We cannot accept the return of any bespoke Products if the return is due to incorrect information provided by you. Please note that this does not affect your legal rights (including but not limited to those described in these terms).
5.8 Warranty We warrant to you that any product purchased from us through our website 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. A hard copy of our warranty is available in-store.
6.1 All Orders for Products made by you will be subject to these Terms.
6.2 You may change your Order at any time before we despatch the Products by contacting us.
6.3 If you wish to make a change to your Order 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 12.1).
6.4 This does not apply to bespoke Products. We will only accept changes to Orders for bespoke Products if we are reasonably able to accommodate your request without additional work. Requests to change Orders need to be made in writing.
6.5 If your Order is changed we will inform you of any change to the Price in writing.
6.6 You may cancel your Order at any time before we despatch the Products by contacting us. If you have already paid for the Products under Clause 8, the payment will be refunded to you within 14 calendar days. This does not apply to bespoke Products (unless you are cancelling under sub-Clause 9.1.16 due to an event outside of Our control). We will only accept an Order cancellation for bespoke Products if we have not yet begun making or altering the Products. If you request that your Order be cancelled, you must confirm this cancellation in writing.
6.7 We may cancel your Order at any time before we despatch the Products in the following circumstances:
6.7.1 The Products are no longer in stock and we are unable to re-stock (if, for example, the Products are discontinued); or
6.7.2 An event outside of our control continues for more than 14 calendar days (please see sub-Clause 9.1.16 for events outside of our control).
6.8 If we cancel your Order under sub-Clause 6.5 and you have already paid for the Products under Clause 8, the payment will be refunded to you within 14 calendar days. If we cancel your Order, the cancellation will be confirmed by us in writing.
7.1 We may make minor changes to certain Products for example, to reflect changes in relevant laws and regulatory requirements, or to address particular technical or security issues. Any such changes will not change any main characteristics of the Products and will not normally affect your use of those Products. In some cases, as described in the relevant product descriptions, we may also make more significant changes to certain Products or to the price of those Products. We may also discontinue selling a Product if the Product is no longer available.
7.2 In addition, we may make more significant changes to these Terms.
7.3 If we do make any changes, we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Products paid for but not received.
8.1 The Price of the Products The Price of the Products will be that shown in our price list or showroom display in force at the time of your Order. If the Price shown in your Order differs from our current Price we will inform you upon receipt of your Order.
8.2 Our Prices may change at any time but these changes will not affect any Orders that we have already accepted.
8.3 We have made every reasonable effort to ensure that our Prices, as shown in our current price list are correct. Prices will be checked when we process your Order. If the actual Price of the Products is lower than that stated in your Order, you will be charged the lower Price (unless the lower price was an obvious mistake that you could have reasonably recognised). If the actual Price of the Products is higher than that stated in your Order, we will ask you how you wish to proceed.
8.4 All Prices include VAT. If the rate of VAT changes between the date of your Order and the date of your payment, we will adjust the rate of VAT that you must pay. Changes in VAT will not affect any Prices where we have already received payment in full, from you.
8.5 Cost of delivery Our Prices do not include the cost of delivery. Delivery costs will be as told to you during the order process and will be added on to the final sum due.
8.6 Additional charges: Additional charges to you may be applicable to your order including:
8.6.1 Insurance costs: All of our Products will be insured during transit to your address, at our expense. However, where a product is of a high value, then additional insurance may be charged to you. Such charges will be explained to you during the order process. Your Order will not be accepted if you decline to pay the additional insurance charge.
8.6.2 Import duty, other taxes and applicable laws:
(a) If you order Products for delivery outside the UK, they may be subject to import duties and taxes which are levied when the Products reach the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount and we are unable to inform you of what import duty is payable during the order process.
(b) We strongly advise you to contact your local customs office for further information about what import duty or other local taxes you will have to pay, before placing your Order.
8.7 Applicable laws and regulations outside the UK Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. We are unable to advise you of such applicable laws and regulations during the order process. We will not be liable for any breach by you of any such laws.
8.8 Payment
How you must pay All payments for Products must be made in advance before you collect them or before we can despatch them to you.
We accept the following methods of payment:
8.8.1 We use PayPal and other providers to process your payments.
8.8.2 Payment can be made by Bank transfer using Faster Payment, BACS, CHAPS or by using debit or credit cards.
8.8.3 We accept payment by Visa, Visa Debit, Mastercard, Maestro and American Express. You must pay for the Products during the order process and before you take them away from our store. Where you are to collect the Products from us at a later date or if we are to despatch them to you at a later date then we will not take payment from your credit or debit card until you collect the Products or we despatch the Products to you.
8.8.4 All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If your card issuer refuses to authorise payment, your Order will be cancelled and we will not be liable for any delay or non-delivery. We are not obliged to inform you of the reason for the refusal. We are not responsible for your card issuer or bank charging you as a result of us processing of your credit/debit card payment in accordance with your Order.
8.8.5 Where payment is made by BACs transfer and where no currency conversion charges apply, then any charges levied on you by your Bank with respect to your purchase will be paid by us.
8.8.6 Where currency conversion charges and any other charges are levied by the Bank with respect to your purchase, whether payment is made by BACS, debit or credit cards, then you will be responsible for paying those Bank charges.
8.8.7 We accept payment in cash in Pound Sterling up to a maximum value equivalent to €9,999 for a single transaction.
9.1 During the order process we will let you know when we will provide the Products to you.
9.1.1 If the Product is a service, (for example a repair to an item), we will tell you during the order process the estimated time to perform the service and an estimated delivery date if you have asked us to deliver to you or an estimated time when you can collect the Product in-store.
9.1.2 If the Products are goods. If the products are goods we will let you know when we will provide the Products and may provide you with an estimated delivery date. In any event, we will contact you with an estimated delivery date, which will be within 7 calendar days.
9.1.3 Collection
If you have requested to collect the Products from our store, you can do so during normal business hours (this means on any working day Monday to Saturday between the hours of 9:00 am to 5:00 pm. We are unable to allow collection on any Bank Holliday.
9.1.4 Delivery
9.1.5 For one-off purchases, Products will normally be delivered within 14 calendar days after the date of Our Order Confirmation unless otherwise agreed or specified during the order process (subject to delays caused by events outside of our control, for which see sub-Clause 9.1.16). Normal delivery times may be extended in the following circumstances:
(a) Some of our Products may require an export licence from the UK Government before we are able to make delivery. The time period may vary but can be many months.
(b) Please note that where an export licence is not granted then we will be unable to deliver the Product. In these circumstances, the Contract between us will be ended in accordance with sub-Clause 13.3 below.
9.1.6 Your Order will be delivered during normal business hours, once payment has been made, to the invoicing address of the card you pay with.
9.1.7 Deliveries require a signature on delivery. You must provide a signature acknowledging delivery of your Order. For this reason, it is not possible to deliver to a PO Box address or a hotel.
9.1.8 In the unlikely event that we fail to deliver the Products on time, or any of the following apply you may treat the Contract as being at an end immediately:
(a) We have refused to deliver your Products; or
(b) In light of all relevant circumstances, delivery within that time period was essential; or
(c) You told us when ordering the Products that delivery within that time period was essential.
9.1.9 If you do not wish to cancel under sub-Clause 9.1.8 or if none of the specified circumstances apply, you may specify a new (reasonable) delivery date for the Products in question. If we fail to meet the new deadline, you may then treat the Contract as being at an end.
9.1.10 Any sums that you have already paid for cancelled Products and their delivery will be refunded to you within 14 calendar days. Please note that if any cancelled Products are delivered to you, you must return them to us or arrange with us for their collection. In either case, we will bear the cost of returning the cancelled Products.
9.1.11 In some limited circumstances we may need to suspend the delivery of Products to you for one or more of the following reasons:
(a) To fix technical problems with the Products or to make necessary minor technical changes;
(b) To update the Products to comply with relevant changes in the law or other regulatory requirements;
(c) To make more significant changes to the Products, as described above in sub-Clause 7.
9.1.12 If we need to suspend delivery of the Products for any of the reasons set out in sub-Clause 9.1.11 we will inform you in advance of the suspension and explain why it is necessary. No payment will be taken from you while delivery is suspended. If suspension lasts (or we tell you that it is going to last) for more than 14 calendar days, you may end the Contract as described below in sub-Clause 12.2.
9.1.13 Delivery shall be deemed complete and the responsibility for the Products will pass to you once we have delivered the Products to the address including, where relevant, any alternative address you have provided.
9.1.14 Ownership of the Products passes to you once we have received payment in full of all sums due (including any applicable delivery charges) for those Products.
9.1.15 Any refunds due under this Clause 9 will be made using the same payment method that you used when ordering the Products.
9.1.16 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.
9.1.17 If no one is available at your address to take delivery and the Products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery.
9.1.18 If you do not re-arrange delivery. If you do not re-arrange we will contact you for further instructions and may charge you any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and clause will apply.
9.1.19 Risk for damage and ownership
(a) The Products will be your responsibility from the time of delivery. Therefore, if the packaging is damaged at the time of delivery, please check the package in the presence of the carrier in order to verify the condition of the Products. In the event of damage, please make a note on the delivery slip and contact customer services.
(b) Ownership of the Products will pass to you when we receive full payment of all sums due in respect of the Products, including any applicable delivery charges.
10.1 By law, we must provide Products that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information we have provided, and that match any samples or models that you have seen or examined (unless we have made you aware of any differences).
10.2 For further information on your rights as a consumer, please contact your local Citizens’ Advice Bureau or Trading Standards Office.
11.1 Beginning on the day that you receive the Products (and ownership of them), you have a 30 calendar day right to reject the Products and to receive a full refund if they are not as described, fit for purpose and of satisfactory quality.
11.2 If you do not wish to reject the Products, or if the 30 calendar day rejection period has expired, you may request a repair of the Products or a replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, we may instead offer you the alternative (i.e. a replacement instead of a repair or vice versa) or a full refund. If you request a repair or replacement during the 30 calendar day rejection period, that period will be suspended while we carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Products. If less than 7 calendar days remain out of the original period, it will be extended to 7 calendar days.
11.3 If, after a repair or replacement, the Products still do not conform (or if we cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may ask us to attempt the repair or replacement again (you do not have to give us multiple opportunities to do so if you do not want to), or you have the right either to keep the Products at a reduced price, or to reject them in exchange for a refund.
11.4 Please note that you will not be eligible to claim under this Clause 11 if we informed you of the fault(s), damage or other problems with the Products before you purchased them (and it is because of the same issue that you now wish to return them); if you have purchased the Products for an unsuitable purpose that is neither obvious nor made known to us and the problem has resulted from your use of the Products for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not cancel or return Products to us under this Clause 11 merely because you have changed your mind.
11.5 To return Products to us for any reason under this Clause 11, please speak to one of our sales people by telephoning 020 7629 0651 or email us at info@bentley-skinner.co.uk to arrange for a collection and return. We will be fully responsible for the costs of returning Products under this Clause 11 and will reimburse you where appropriate.
11.6 Refunds (whether full or partial, including reductions in price) under this Clause 11 will be issued within 14 calendar days of the day on which we agree that you are entitled to the refund.
11.7 Any and all refunds issued under this Clause 11 will include all delivery costs for the affected Products.
11.8 Refunds under this Clause 10 will be made using the same payment method that you used when ordering the Products.
12.1 You may end the Contract at any time if we have informed you of a forthcoming change to the Products that you do not agree to, as described in Clause 7, or if a change is caused by your wish to change your Order (see sub-clause 6.3).
12.2 If we have suspended delivery of the Products for more than 14 calendar days or we have informed you that we are going to suspend delivery for more than 14, you may end the Contract.
12.3 You also have a legal right to end the Contract at any time if we are in breach of it. For more details of your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office.
12.4 You will be refunded in full for any Products paid for that you have not yet received or will not receive due to your cancellation. Refunds under this Clause 12.4 will be made within 14 calendar days of the date on which your cancellation becomes effective, using the same payment method that you used when ordering the Products.
12.5 If any Products are to be returned to us as a result of your cancellation under sub-Clauses 12.1, 12.2, or 12.3, we will be fully responsible for the costs of returning those Products and we will reimburse you the purchase price, including any adjustment to take account of a fluctuation of the currency exchange rate if applicable to your Order.
12.6 If you wish to exercise your right to cancel under this Clause 12, you may do so in any way you wish as follows:
By telephone or email: Call customer services on 020 7629 0651, or email us at info@bentley-skinner.co.uk or by post: Simply write to us at Bentley & Skinner (Bond Street Jewellers) Limited, 55 Piccadilly, London, W1J 0DX.
In each case, providing us with your name, address, email address, telephone number, and Order Number.
13.1 We may end the contract if you break it. We may end the contract at any time by writing to you if:
13.1.1 you do not make any payment to us when it is due and you still do not make payment within 7 calendar days of us reminding you that payment is due;
13.1.2 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, a valid address;
13.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
13.2 You must compensate us if you break the contract. If we end the Contract in the situations set out in clause 13.1, we will refund any money you have paid in advance for 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.
13.3 We may end the Contract in the event that an export licence necessary for Products to leave the UK is not granted by the UK Government.
14.1 Even if we are not at fault and you do not have a right to change your mind, you can still end the Contract before it is completed, (i.e. before we have delivered the Product(s)), but you may have to pay us reasonable compensation for costs we incur as a result of your ending the contract. Costs incurred may include:
14.2 Currency exchange rate fluctuation charges: if applicable, we may levy a charge to take account of any fluctuation in the currency rate of exchange if the rate changes between the date of purchase and the date of return;
14.3 Payment processing charges: Where you have purchased a Product via PayPal or other payment provider, then charges levied by PayPal on us will have to be paid by you. Such charges will be deducted from your refund at cost;
14.4 Carriage charge and insurance of the Product: during transit from you to us.
14.5 If you wish to exercise your right to cancel under this Clause 14, you may do so by telephone or email:
Call customer services on 020 7629 0651, or email us at info@bentley-skinner.co.uk or by post: Simply write to us at Bentley & Skinner (Bond Street Jewellers) Limited, 55 Piccadilly, London, W1J 0DX.
In each case, providing us with your name, address, email address, telephone number, and Order Number.
15.1 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.
15.2 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.
15.3 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.
16.1 We always welcome feedback from our customers and, whilst we always use all reasonable endeavours to ensure that your experience as a customer of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint.
16.2 If you wish to complain about any aspect of your dealings with us, please contact us in one of the following ways:
By telephone or email: Call customer services on 020 7629 0651, or email us at info@bentley-skinner.co.uk or by post: Simply write to us at Bentley & Skinner (Bond Street Jewellers) Limited, 55 Piccadilly, London, W1J 0DX.
In each case, providing us with your name, address, email address, telephone number, and Order Number.
16.3 In the unlikely event that we are unable to settle your complaint, you may take your complaint to an Alternative Dispute Resolution body, (see clause 19 below). If you are not satisfied with the outcome you can still bring legal proceedings.
17.1 All personal data that we may collect about you and use will be collected, held, and processed in accordance with UK data protection law (including, but not limited to, the GDPR (and any successor legislation which applies following the UK’s departure from the European Union), the Data Protection Act 2018, and the Privacy and Electronic Communications (EC Directive) Regulations 2003).
17.2 For complete details of our collection, processing, storage, and retention of personal data including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of your rights and how to exercise them, and personal data sharing (where applicable), please refer to our Privacy Policy which is provided with your order confirmation or which can be found in-store or on-line at our website www.bentley-skinner.co.uk
18.1 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 14 calendar days of us telling you about it and we will refund you any payments you have made in advance for Products not provided.
18.2 You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
18.3 This contract is between you and us. No other person shall have any rights to enforce any of its Terms. 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.
18.4 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.
18.5 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.
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to The Retail Ombudsman via their website at www.theretailombudsman.org.uk. The Retail Ombudsman will not charge you for making a complaint and if you are not satisfied with the outcome you can still 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.