Client Service

Thank you for visiting Blacklockjewellery.com.

The below sets out how to get the most from your visit with the aim of ensuring a seamless, luxury shopping experience.

We pride ourselves on making sure you have the best service at all times so please feel free to contact us at any moment if you would like further help.

Blacklockjewellery.com primarily sells to a UK audience. We do sell and ship internationally however there are certain limitations to fulfilment of International Orders (please see below). The site is currently only available in the English language.

We sell the fine jewellery – diamonds and precious gemstones set in 18ct gold or platinum. You can purchase items up to £30,000 directly through our website. We are available for viewing for items over the value of £1,000. Please see ‘Arranging Viewings’ below for details.

All items under £1,000 are available for purchase directly through the website and are not available for viewing.

We have several categories of fine jewellery on our website;

• Collections – items shown can be bought directly through website. Some items are available for viewing (dependent on stock available)
• Fine Jewellery - items shown can be bought directly through website
• Bespoke – items shown on website are showcase items. Arrangement to meet to discuss a Bespoke commission can be requested by contacting us directly on +447515 475 604

We carry a small amount of stock including finished fine jewellery and loose diamonds and precious gemstones. In most instances we ‘make to order’ and therefore we present designs and loose stones as part of the sales process. If requested (at a cost) we can make a model of the design prior to purchase commitment. This cost will be reimbursed once the full design and proceed is confirmed. It will then be deducted from the agreed final price of the commission.

We have done our best to structure our website to make navigation as easy as possible. We have organised Blacklockjewellery.com into several categories as listed above.

The majority of our products are included on the site, however it is not possible to showcase all of our jewels so if you are looking for a very particular item online please contact us for further details or to arrange a viewing.

One of our key tenets as a business is to price fairly. Each piece of jewellery sold is priced according to current industry prices / indexes for precious metals, diamonds and gemstones. Each Bespoke Order is priced in relation to the design, weight of gold or platinum employed, the cost of diamonds and/or gemstones, hallmarking, additional fittings, setting and finishing. Prices are updated monthly so please check the price of an item that you have viewed in the past and then want to purchase at a later date.

All prices on our website are displayed in pounds sterling (£) and include value added tax (VAT) at the current applicable rate. Please note that your payment card will also be debited in pounds sterling.

For high value items we ‘price on application’.

We do this due to the variable nature of the high value precious materials employed in its creation – diamonds over the size of 2 carats are rarer and are therefore subject to greater price fluctuation. Our sole aim when we do this is so that we can price accurately and fairly. Please do not hesitate to contact us to enquire about the price of the item in question and organise an appointment.

Blacklockjewellery.com allows you to browse through items with ease. Once you have found the ideal piece, you can make your buying selection at any time – simply click on 'add to bag' and follow the instructions. It is a very straight forward process that is secure and easy to complete. If, however, you require assistance please do not hesitate to contact us straight away.

We offer resizing free of charge for 6 months post purchase. We can alter the sizes of items - whether it be the length of a pendant chain, bracelet or size of ring without issue. Our workshop expertly resizes to achieve the perfect fit. Within the Checkout process there is a detailed Sizing Guide that will guide you through the process.

If you require a Blacklock ring sizer please use the Contact us form, selecting the second option and with the title 'Ring sizer' detail your address and we will send one out as soon as possible.

We accept all major debit and credit cards, (including American Express). You can also send us your payment by BACS bank transfer, details of which are part of payment process through the website. Please ensure that you use your surname as the payment reference. If you would like to pay by another means please contact us to discuss your options.

Certain banks may seek authorisation directly from you before approving your payment.

Please be assured that we will be here for you every step of the way to make your buying experience as easy as possible. All our prices are in Pound Sterling (GBP) and include UK VAT at the current rate. For all international sales please see below.

Delivery is subject to stock availability so please check with us directly if the required time frame for delivery is tight. We try to deliver within 3 to 5 working days if in stock. Items that are out of stock take 10-15 days to be delivered. Bespoke items by their very nature are subject to a different manufacturing schedule.

We will communicate directly with you, through email or by messenger to keep you informed of the status of your delivery whatever item or service you have purchased through us.

All our deliveries within the UK and Channel Islands are free of charge, and our courier service will ensure your jewellery reaches you as soon as possible.

Please be aware that all deliveries need to be signed for, and photographic identification is required. If you are not present at the time of delivery, our courier company will leave a card and you will be able to reschedule your delivery for a more convenient time.

If you prefer that we deliver to your place of work or to another alternative address please advise. If so we may require extra security verification to ensure the safe arrival of your package.

In certain instances we are able to ‘deliver by hand’. We require full identification and sales confirmation communication for proof of purchase before we hand over the goods. If the required proof of identity and purchase is not confirmed this may delay the hand-over of goods. Please see our Terms of Sale and contact us to discuss arrangements. Please note that we are not always available to deliver by hand as circumstance may not allow.

For deliveries within the UK, delivery should be 24 hours after dispatch during the working week. Please allow extra time on weekends, Bank Holidays and during our busy Christmas and Easter periods.

If you do have a preferred delivery time, please do say and we will try our best to fulfil this request.

Blacklock Jewellery takes security very seriously. In certain instances orders may be subject to additional security checks. This may cause a slight delay in the processing of some orders. Please ensure your contact details are fully up to date so that your delivery is not delayed.

In addition to the above security we check items against the Recipero / CheckMEND database – the world's leading database for stolen and counterfeit goods.

For items up to the value of £20,000 we use Royal Mail Special delivery which will be fully insured. For items above this value we will arrange a specialist secure courier.

All packages are fully insured and delivered to your door. No packages are overtly branded or sent with the contents made clearly identifiable. If you are sending any package to ourselves we request that you do not display any information about the contents on the exterior of the package.

In all instances we will require photographic identification and signature for a jewellery package to be delivered. Failure to provide all of these will mean that the package will be held securely until proof of identity has been provided.

We are happy to arrange delivery to the following countries:

Europe

Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland

North America and Far East

USA, Canada, Hong Kong, Japan, Malaysia, Singapore, Thailand

Rest of the World

Australia, Bahrain, India, New Zealand, Qatar, Saudi Arabia, UAE

Other destinations may be available on request, please contact us on +44 7515 475 604 or sales@blacklockjewellery.com for more information.

We are able to take International Orders directly, however we are currently unable to process International Orders through the website. If you are an Overseas Client please do not hesitate to contact to us to discuss the chosen item(s) you wish to buy. Once you have contacted us we will confirm all details such as final price quoted at an agreed exchange rate (All prices quoted on site include VAT and are in GBP), payment and shipping details and cost. All will be confirmed and finalised before any transaction takes place.

Please note we only accept orders for delivery to addresses located in one of the countries listed above and Blacklock Jewellery will not ship to PO Boxes or hotels.

As soon as we have confirmation that your piece of jewellery has been collected by our courier we will contact you to advise an estimated delivery date. Please note that any delivery times are dependent on the availability of courier services and customs clearance at the point of entry into a country.

Our items are sold on the basis that we do not pay any import taxes or duties payable on any products. Blacklock Jewellery cannot be held responsible for payment of import duties or other taxes. Recipients outside the EU who may have to pay import duty or other taxes will be separately liable for these duties and taxes. Please familiarise yourself with any local charges applicable to you before placing your order.

It must be noted that on International Orders if returned we cannot refund delivery / insurance surcharge.

We hope that you will love your Blacklock jewellery, but if you have made the wrong selection you can return your item within 14 days and we will be happy to arrange an exchange or a full refund for you. Please note that Bespoke Orders cannot be returned.

Please call us on +44 7515 475 604, stating the reason for your return, and pack your parcel securely in the original Blacklocks box and non-descript secure packaging. We strongly recommend that you use recorded delivery or another secure method of delivery to return the item(s) to ourselves. Unfortunately, we cannot be held responsible for non-delivery of returned goods.

For security reasons, we do not store customer credit/debit card details. Therefore, on receipt of your returns form, we will contact you by phone and ask for your card details in order to arrange the refund via the original payment method.

Should you wish to cancel an order before despatch, please contact us on +44 7515 475 604 or sales@blacklockjewellery.com as soon as possible.

Please refer to our Terms and Conditions for further details of our Returns Policy.

Security when using our website is of the utmost importance to us. We use industry standard technologies such as Secure Socket Layer (SSL) to protect sensitive information passed between you and the website. The use of SSL ensures that all data passed between our web server and your browser remains secure and private. You will notice the company logo shown on the address bar of your browser and by clicking on this, a window will be shown that verifies the website credentials and the encryption that is in use.

The SSL Certificate and the appearance of the padlock show;

1. That you have a secure (encrypted) link with this website
2. That this website is a valid and legitimate organisation

The SSL Certificate has become synonymous with online trust and integrity. By clicking on the Certificate or padlock you are able to identify our validity.

Although no credit card details are stored on the website servers they are nonetheless hosted in a secure environment that is compliant with the Payment Card Industry Data Security Standard (PCI DSS).

The website servers are located in the UK and all information captured during the purchase process are stored within the UK and processed by Blacklock Jewellery in the UK.

In certain circumstances extra security measures have been put into place to ensure that fraudulent payments are stopped. In particular cards issued from overseas banks and for customers that ask us to ship to a different name and/or address than is listed for that particular credit card account. If your order falls into one of these categories then your order is immediately placed into our Fraud Prevention Queue.

Once this happens we will place the processing of the payment 'on hold' and proceed to acquire further information to ensure that the payment is legitimate. At this stage we will undertake various checks that may involve you providing further information and involve direct contact with ourselves. Once your payment has been verified your order will be processed immediately.

We are constantly updating our security, privacy and payment processes and policies to ensure that shopping with us is safe and secure. These measures have been put in place to eliminate any unauthorized use of your card. Please check back here regularly for any updates on these policies, from time to time you will be informed of any significant updates on these policies.

Protecting your privacy is of utmost importance to us. We do not keep a record of your payment details. We will only use your personal details to provide you with the service you deserve. We will only pass on your contact telephone number and/or email address on to our courier service with your prior consent – this is purely so our courier can contact you for a speedy delivery and, if appropriate, customs clearance.

For more detailed information, please see our Privacy Policy or call us on +44 7515 475 604

We pride ourselves on excellent Client service. One of the reasons for our longevity has been how we look after our Clients. We strive to ensure that you are treated the way that we would like to be treated – fairly, with honesty, integrity and respect. We like to think once you have completed your purchase – the relationship does not end there.

We host an annual event whereby we celebrate our wonderful jewellery and where we also get to know you better. It is part of the Blacklock DNA.

Whenever you have purchased a Blacklock piece of jewellery we offer a free cleaning service for life. Simply contact us and we will arrange this for you.

We love getting to know new Clients through existing relationships so if you recommend a friend, colleague or family member we will offer you a significant discount on your next purchase with us. This discount will be agreed on a case by case instance.

We are available for consultation on any fine jewellery related matters. If you require an understanding of what to do with a family heirloom or would like reminding of important dates such as anniversaries please do not hesitate to pick up the phone.

We will try and repair any piece of our jewellery if returned to us in the correct manner. As a Client, you will always have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by our Terms of Sale or our Returns Policy.

Please contact us to arrange the return or repair of any products that are faulty.

Please view our Returns Policy for any further clarification.

For any item sold by ourselves over the value of £2,000 you will receive a valuation for insurance. We would recommend that you have this updated by us once every three years in order to reflect changes in precious metal and gemstone prices. This service is free of charge.

You will be responsible for ensuring that you insure all of your jewellery against any loss. We can guide you through this process and will recommend a trusted specialist jewellery insurance partner.

For any item over the value of £1,000 we are available for viewing at any convenient time and location. Please use either the contact us form or Bespoke Appointment form to organise a viewing. Please note we require 3-5 days notice to ensure the necessary arrangements are made.

Klarna is a Swedish payment service provider that takes responsibility for your payment. Klarna is the provider of smooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

What is ‘Pay in 3’?

When you shop online, Klarna’s system reviews each order to determine which payments options are available to you. If ‘pay in three’ is offered, simply select this option. The first time you shop with this method, you will be asked to apply for a Klarna Account. If you’re approved, Klarna will create an account for you and your order will be placed. Every time you shop with ‘pay in three’ after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans.

I am being redirected to the Klarna site – is this what should be happening?

If you have chosen to pay monthly by Klarna, Klarna will send you an email with further details on how to pay with details of security.

Are there Age limitations?

Monthly financing is only available to people aged 18 or over.

How do I manage my Klarna account?

Log in to the customer portal at Klarna.com at any time day or night to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna's Customer Service team directly.

What are the factors for being accepted by Klarna?

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered ‘Pay by instalment’ by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually.

Are statements sent?

If you chose to 'Pay by instalment', we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have landed on your Klarna Account overview page, simply select 'Make a payment' and enter the amount you wish to pay towards your balance.

What do I need to provide when I make a purchase?

If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details; otherwise you will not receive monthly statements and will be liable for late payment fees.

Is my payment information safe?

Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

How do I make a payment?

Firstly, log in at www.klarna.com and visit your Klarna Account overview page. Then simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service here.

I have not received my statement?

Please contact Klarna’s Customer Service via live chat or phone. They will be able to provide you with details on how to pay.

What happens if I cancel or return my order?

As soon as Blacklock have accepted your cancellation/return, Klarna will then make any necessary adjustments to your balance and provide further help if needed. Please see our Returns & Exchange policy for more details.

How long will it take for me to receive my refund?

As soon as the store has registered your cancellation or your return, we will credit the balance back to your Klarna Account within the next 5 business days.

How will I be refunded?

If you have paid for your order with a card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

A payment is due but I have not received my jewellery yet. What should I do?

You should of course not pay your statement until you’ve received your goods. In this case, we would ask that you contact Blacklock and get an update on your order. You should also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I still have questions around payment and about my jewellery. What should I do?

Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.

Any questions about your jewellery and when it will be sent to you please reach out directly to sales@blacklockjewellery.com.