Terms & Conditions

Terms & Conditions

1.      Introduction

1.1.    These are the ‘Terms and Conditions’ on which Murray Jewellery Ltd (also referred to in these terms as ‘we’ and ‘us’) will conduct business and supply products to you.

1.2.    You can contact us by emailing or by calling +44 (0) 2890 242144. If we need to contact you, we will do so by using the details provided by you. 

1.3.    We may contact you, if required, to discuss your enquiry or order by phone or by other forms of messaging such as WhatsApp/Text/Live Chat.

1.4.    A ‘Bespoke Product’ refers to a product made to order, customised with engraving or resizing or changed in any way from the stock product.

2.      Our contract with you

2.1.    These terms and conditions will be published on our website, and are available as a print out in store by request.

2.2.    The contract will be between us and you to provide a product or service as agreed will commence when an order is placed online, or agreed and confirmed by you in our store accordance with these terms and conditions. Once an order is placed through the website, you will receive a confirmation email. This is a provisional order acceptance but not an order confirmation. We reserve the right to cancel an order. Below is an example of some situations where your order may be cancelled, this includes, but is not limited to;

- An ordered item is out of stock. While our website has live products, these are removed manually when purchased in store, there may be a delay in this due to staff absence.
- We suspect fraudulent activity related to the order
- Discovery of a pricing or product description error

2.3. Where items are secured with a deposit, said deposit will be non-refundable unless for any reason, we can not provide the product or service agreed.

2.4. Online orders may be returned for a refund within 14 days of the sale under the ‘Distance Selling Regulations’. This excludes bespoke or modified products or made to order products. Earrings are exempt from refund or exchange for hygiene reasons. Products can be returned to our store or should be posted by secure post back to us, unused and in the condition in which they were sent out. Returns are the responsibility of the customer until received back by us, at which point the items will be inspected for any damage. If returned in the condition in which they were sent, we will then process your refund back to your original method of payment less any processing costs. Please see our ‘Returns Policy’ page for further details.

3.            Privacy

3.1.         All details taken via our website or provided to our staff in store will be treated with the strictest confidentiality

3.2.         If you have made an enquiry, we may make notes on your query. Any contact information may be used for a follow up enquiry.

3.3.         In order to purchase goods from us via our website. You should be over 18 years of age and the registered owner of the credit or debit card used for payment. We reserve the right to cancel any order which we suspect to be fraudulent.

3.4.         Any personal information provided may be used by us in the preparation of your order and we may contact you with the details provided to us should we require any information or clarification.

3.5.         We may use information provided such as online reviews or photographs from our Google page or our social media pages for the promotion of our business. If you are not happy for your review/photograph to be used, please contact us on and we will remove any relevant information.


4.            Pricing

4.1.         Prices shown are inclusive of VAT at the standard rate unless otherwise stated.

4.2.         Whilst we make every effort to ensure that pricing is reflected accurately, where an error is discovered due to human error, we reserve the right to cancel any sale of said incorrectly priced product. Where there has been a pricing error, we may contact you to offer an alternative product at the correct price, you have the right to reject the offer and will receive a full refund.

4.3.         We reserve the right to amend pricing at any time.

5.            Availability

5.1.         While we take reasonable steps to keep our website up to date, products are only removed automatically if sold through the website. If the products is sold in store, it needs to be removed manually. If a product is ordered online between the time of being sold in store and being taken down from the website, we will contact you to offer an alternative or issue a full refund.

5.2.         Where a product has been agreed in store and can no longer be provided, we will contact you to offer an alternative product or a full refund.

6.            Repairs and Engraving

6.1.         Where a repair/alteration/engraving job has been agreed in principle with our sales staff. This is subject to inspection and confirmation by our jewellers/engravers. We reserve the right to cancel any order taken on instruction of the jeweller/engraver. If payment has already been taken, this will be refunded in full.

7.            Promotions and Offers

7.1.         Promotion and sale prices are only available while stocks last and we reserve the right to cancel any sale or promotion at our discretion.

7.2.         If a promotional/sale product has been oversold and we cannot fulfil the order, we will offer a product of equal or greater value or if there is nothing suitable available we will offer a refund.

8.         Products

8.1.      Whilst we try to accurately represent all products. We cannot guarantee that products will be an exact match to our online visuals. Our product photographs are taken simply in a lightbox under bright lights. We do not edit our images ensuring as close a match as possible to the actual product. The final image is dependent on a number of factors such as the cameras distance from the lightbox at time of taking and positioning of the product before photographing. How the product appears on screen may vary depending on your visual display settings and may not be an exact match to the true colour or size of the product.