Frequently Asked Questions & Terms

 

 

 

 

 

 

 

 

 

 

DELIVERY INFORMATION

We aim to despatch all orders within 2 working days of receiving the order. If we are unexpectedly out of stock at the time of ordering however the item may take up to two weeks to be made up especially. Therefore if you need the item by a specific date please contact us by email or by phone so that we can do our best to make sure the item reaches you in time.

UK Delivery - Delivery costs £6.00 per order and is sent by Royal Mail’s ‘Special Delivery’ service which is insured and requires a signature for delivery.

Have a super-urgent request? In most cases, provided the item is in stock we can organise sending you the item to be delivered the next day. Just call us to check we have the item and let us know how urgent it is.

Its her birthday TODAY? For London- based customers we can even offer a same-day biked service just contact us on 020 7033 9099 with your postcode for a delivery quote and to check stock availability.

International Delivery - Delivery costs £8.00 per order, and the parcel will be sent by Royal Mail’s ‘International Signed For’ service and your parcel will require a signature on receipt. We aim to post your order within 48 hours and it usually takes 5 working days to arrive, up to one month. We can’t guarantee delivery dates.

All payments must be received and authorised before shipment.

 

PACKAGING

Your jewellery will be packaged in a Comfort Station jewellery box and sent out safely and securely.

 

MEASUREMENTS

If after receiving your item you decide for whatever reason you would like to have the item made larger or smaller (or possibly the option of both) this will almost always be possible to do so since everything is hand-made in our London studio. Just contact us by email or phone and we can happily discuss the options with you (which may incur an additional charge) and arrange the adjustment by post.

 

CUSTOMISATION & COLOUR OPTIONS

We frequently receive requests to customise a piece of the collection or to alter the finish to suit certain requirements and many of these are possible since we make each item by hand in our London studio. The price of the item will alter depending on the work and materials involved.

Frequently asked requests that are almost always possible are:

• Providing the item in an alternative finish: bright silver, matt silver, oxidised silver, gold-plated or a mixture thereof;
• Altering the length of an item or altering chain lengths within the item;
• Changing a bead/ bead colour or a component on one piece for that from another piece;
• Adding a component from one piece to another piece.

If you have a specific query regarding a certain item please email us and we will get back to you and let you know if it is possible, costs and an estimated delivery time. Please note: we do not offer refunds on individually customised or made to order pieces.

 

PORCELAIN CARE

If you have purchased a ceramic piece of jewellery you may find if the porcelain is unglazed that it picks up fingermarks and gets grubby quickly. Fear not- to remove the offending marks simply wash the porcelain using a sponge or soft toothbrush using washing-up liquid or soap and dry on a clean towel. Try to avoid getting the rest of the piece wet if possible.

 

ORDERING ONLINE

Ordering Online with us is safe and 100% secure. We employ a method of interaction with our visitors that does not compromise credit card information.

 

ONLINE RETURN / REFUND POLICY

We will refund or exchange unworn items returned in the same condition as they were sent provided we are contacted within 7 days of delivery, and the item is returned to us within 21 days of delivery. The price of delivery however is not refunded. The item/s must first be sent back in their original, unworn condition and then we can organise the exchange. For hygiene reasons, we are not able to accept returns on Earrings unless they are faulty. We also do not offer refunds on made to order or customised pieces which have been personalised to suit your requirements.

We will refund or exchange any faulty item within 28 days of delivery, including postage costs.

To arrange a return, or if the item you received is faulty or is not what you originally ordered, please email info@comfortstation.co.uk quoting your name and address, details of the product, the reason for return and whether you require a refund or replacement. We will then advise on how to proceed with the return.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot be held responsible for returns that are lost in transit.

All products to be returned must be carefully repackaged in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show obvious signs of abuse. In this instance, the goods will be returned to the buyer at their own cost.

In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return.

Our returns policy for our shop in Cheshire Street is a little different - please see below.

 

SHOP RETURN / REFUND POLICY

Sorry, but we are unable to refund you if you change your mind. We will however offer you an exchange or credit note if the item is returned within one month of purchase in its original packaging in unworn condition.

Our returns policy for our online store is a little different - please see above.

 

REPAIRS

Oh dear, stepped on your favourite necklace? We make a small charge for any repairs (usually just a few pounds), plus postage costs. Please contact us at info@comfortstation.co.uk or on 020 7033 9099, to find out if we can fix it, then send the broken item to 22 Cheshire Street, London, E2 6EH with a note of your name, address and phone number. You can pay by cheque, or we can phone you for your card details.If you are returning something to us please wrap it carefully and securely in its box in a well-sealed padded envelope.

 

LATE AND LOST DELIVERIES

If your delivery has been delayed, then please contact us and we will track your parcel via the Royal Mail website and let you know the tracking number too.

We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items) - this is when the Royal Mail classes items as being lost.

International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. Unfortunately that means delivery problems are more likely. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) by filling in a signature request form. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.

Comfort Station cannot be held responsible for goods that are lost or delayed in transit.

 

PRICES

Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling (£ GBP).

 

FEEDBACK AND COMPLAINTS

We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, fax, e-mail or letter, then it will be dealt with promptly.

 

PRIVACY

We have created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this web site.

We use your IP address to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and to gather broad demographic information.

Our site uses cookies to keep track of your shopping cart. We use cookies to identify you so we can retrieve your information so you don't have to re-enter it each time you visit our site.

Our trusted gateway provider, RBS Worldpay requires users to fill in information, like their name and email address, and unique identifiers. We use the email address from this entry to send the user information about our company. The customer's contact information is also used to contact the visitor when necessary if they have subscribed to the mailing list. Users may easily opt-out of receiving future mailings by choosing to un-subscribe. We will never pass on your information to any third party.

 

UN-SUBSCRIBE

This site gives users the following options for removing their information from our database to not receive future communications or to no longer receive mail list messages. Send us an email by visiting the Contact page.

 

COMPANY DETAILS

Comfort Station Ltd.
Company Registration address: 22 Cheshire Street, London E2 6EH
Company Registration number: 4619109
Call us on: +44 (0)20 7033 9099
Email us at: info@comfortstation.co.uk

 

SERVICES AND CONDITIONS OF USE

As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below.

 

GENERAL TERMS AND CONDITIONS

This site is owned and operated Comfort Station Ltd. of 22 Cheshire Street, London E8 1NT. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at the above address or by emailing info@comfortstation.co.uk or calling +44(0)20 7033 9099.

1 The contract between us

We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide in your order form,Our acceptance of your order brings into existence a legally binding contract between us.

2 Ownership of rights

All rights, including copyright, in this website are owned by or licensed to Comfort Station Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

3 Accuracy of content

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only.

4 Damage to your computer

We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

5 Availability

All orders are subject to acceptance and availability. If the Goods you have ordered are not available from stock, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available from stock or to cancel your order.

6 Ordering errors

You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process.

7 Price

The prices payable for goods that you order are as set out in our website. All prices are inclusive of VAT at the current rates and are correct at the time of entering information.

Wherever it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, offer to sell you the goods of the specification and description at the price stated in the email and will state the period for which the offer or the price remains valid.

8 Payment terms

We will charge your credit account for payment upon receipt of your order unless delivery cannot be fulfilled within 30 days. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from your account then we can cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.

9 Delivery charges

Delivery charges vary according to the type of goods ordered and cannot be refunded.

10 Delivery

10.1 Our delivery charges are set out above in the Delivery section.

10.2 We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time.

10.5 You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

11 Risk and ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you, or if you fail to take delivery at the agreed time, the time when we tried to deliver. You will only own the goods once they have been successfully delivered and when we have received cleared payment in full. Goods supplied are not for resale.

12 Acknowledgement and acceptance of your order

You will need to provide us with your e-mail address and we will notify you by e-mail as soon as possible to confirm receipt of your order and e-mail you again to confirm details. An acceptance of your order will take place on despatch of the good(s) ordered.

13 Cancellation rights

13.1 Under the Distance Selling Regulations you have the legal right to cancel your order within seven days of receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for canceling your order nor will you have to pay any penalty. However, you will need to notify us if you wish to cancel your contract.

13.2 If you have received the goods before you cancel your order then you must send the goods back to our contact address at your own cost and risk. If you cancel your order but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

13.3 Once you have notified us that you are cancelling your order, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

13.4 You will be re-credited for the costs incurred in returning faulty or unsatisfactory goods.

14 Cancellation by us

14.1 We reserve the right to cancel the contract between us if:

14.1.1 we have insufficient stock to deliver the goods you have ordered;

14.1.2 we do not deliver to your area; or

14.1.3 one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

14.2 If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order.

15 Liability

15.1 If you do not receive goods ordered by you within 30 days of the date on which you ordered them, we will have no liability to you unless you notify us in writing at our contact address of the problem within 60 days of the date on which you ordered the goods (unless this is not reasonably practicable). If you notify a problem to us under this condition, our only obligation will be, at your option:

15.1.1 to make good any shortage or non-delivery;

15.1.2 to replace or repair any goods that are damaged or defective; or

15.1.3 to refund to you the amount paid by you for the goods in question in whatever way we choose.

15.2 Both parties shall only be liable under this contract for losses, which are a reasonably foreseeable consequence of the relevant breach of contract

15.3 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

15.4 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.

16 Notices

Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at 22 Cheshire Street, London E2 6EH and all notices from us to you will be displayed on our website from to time.

17 Changes to legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

18 Law, jurisdiction and language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

19 Invalidity

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

20 Third party rights

Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.