Terms of sale

Who you are buying from

Cleave & Company Limited, registered in England and Wales under company number 04259273, of 1 Buckingham Place, London SW1E 6HR. Write to byappointment@cleave.com or telephone +44 20 7016 1499.

Which terms apply to what

The distinction matters more here than it usually does, because it decides whether you may change your mind.

From the shop

A piece already made, to a settled pattern, held on our shelf. These terms apply, and the right to cancel described below applies with them.

A commission

A piece drawn and made for you, or an existing piece engraved or altered for you. The terms of commission apply, a deposit is taken, and because the piece is made to your specification there is no right to cancel once work begins.

If an order contains both, each part is governed by its own terms and we will say so plainly on the quotation.

Prices

Prices in the shop are shown in pounds sterling and include VAT at the rate applying on the day of the order. Delivery is additional and is quoted before you commit to anything.

If a price is wrong — and occasionally one is — we will tell you before we take payment and you may withdraw. We will not quietly charge a different figure from the one shown.

When a contract is made

Placing an order is an offer to buy. The contract is made when we confirm the order in writing, not when the order is submitted and not when payment is authorised. Until that confirmation we may decline an order, and will say why.

We may decline where a piece has sold, where a price was wrong, or where the item is a badge of office and we are not satisfied it is going to the person entitled to wear it.

Payment

Payment is taken at the time of order, by card, through our payment provider. Card details are entered on the provider’s own page and are never seen by, or stored on, this website or by us. Our privacy policy names the provider and says what they receive.

Delivery

Within the United Kingdom, by insured and tracked post. Elsewhere, by courier. We will tell you the cost and the expected time before you commit.

Risk passes to you on delivery. Title passes when we have been paid in full. If nobody is there to receive an insured parcel it goes back to the carrier’s depot, not through the door.

Delivery dates are estimates. Where a date genuinely matters — an investiture, a presentation — tell us before you order and we will say plainly whether it can be met.

If something is wrong with it

Under the Consumer Rights Act 2015 what we sell you must be of satisfactory quality, fit for purpose and as described. If it is not, you have the right to reject it within thirty days of delivery and have your money back.

After thirty days we will repair or replace it. These rights sit alongside the right to change your mind described on the returns and cancellations page; they are not the same thing and neither limits the other.

Nothing in these terms affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Hallmarking, and what a piece is

Precious metal is hallmarked as the law requires. Where a piece is described as being of a particular metal or carrying particular stones, that is what it is, and the description is part of the contract.

Photographs are of the piece or of its pattern. Hand work varies a little between pieces, and enamel and stones take light differently in a photograph than in a room; that variation is not a fault.

Badges of office

Some of what we make identifies the holder of an appointment rather than decorating them. A badge of office is supplied on the footing that it goes to the person appointed, or to the office appointing them.

We may ask who it is for before we send it, and we may decline. That is not an obstacle put in your way; it is the reason the badge means anything.

If we disagree

Tell us first, so that we can put it right. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts.

Questions

byappointment@cleave.com, marked for the attention of Sanay Shah.