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Terms & Conditions

Last updated: September 2026

Company Information

The Floating Jeweller LTD
Registered in England & Wales
Company Number: 16486815

Registered Office:
Suite 101
73 Holloway Road
Highbury & Islington
London
N7 8JZ
United Kingdom

Website: www.thefloatingjeweller.co.uk
Email: info@thefloatingjeweller.co.uk

All jewellery is designed and handcrafted by Hayley under The Floating Jeweller LTD.

General

By placing an order through this website, you agree to these Terms & Conditions. Please read them carefully before purchasing.

My jewellery is individually handcrafted rather than mass-produced. Subtle differences in texture and finish may occur between individually made pieces and form part of their handcrafted character. These variations do not affect the quality or craftsmanship of the jewellery.

Nothing in these Terms & Conditions affects your statutory rights.

Orders & Payments

All prices are displayed in GBP (£).

Payment is required in full at the time of purchase unless otherwise agreed, such as for a bespoke commission where a deposit or payment arrangement has been agreed.

I reserve the right to cancel and refund an order where a product has been listed with an obvious pricing or availability error, or where I am unable to fulfil the order.

Bespoke & Made-to-Order Jewellery

Bespoke commissions and pieces made to your individual specifications or clearly personalised for you may not be eligible for cancellation, return or exchange where the statutory cancellation exception for personalised or custom-made goods applies.

Made-to-order jewellery can include choices such as ring size, metal, gemstones and other design details. Whether a particular piece falls within the custom-made or personalised exception will depend on the individual order.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

For bespoke commissions, the design direction and relevant details will be agreed with you during the commission process. Once a design stage has been approved and work has progressed, further changes may not always be possible and additional work may incur further charges. Any additional costs will be discussed with you before proceeding.

Ready-to-Ship Jewellery

Ready-to-Ship pieces are completed pieces of jewellery that have already been made and are generally not customised.

When purchasing Ready-to-Ship jewellery online, you normally have the right to cancel your order within 14 days of receiving it, without giving a reason.

After notifying me that you wish to cancel, you then have 14 days to return the item.

Returned jewellery should be unworn beyond what is reasonably necessary to inspect it, and returned with its original packaging where possible. I may make a deduction from the refund if the value of the item has been reduced through handling beyond what would reasonably be permitted when examining it in a shop.

Unless the item is faulty, damaged or not as described, you are responsible for the cost and safe return of the jewellery. I strongly recommend using a tracked and appropriately insured service.

If a Ready-to-Ship piece has been altered or personalised specifically for you before dispatch, different cancellation rights may apply.

Refunds

Where you exercise a statutory right to cancel an eligible online purchase, refunds will be processed in accordance with applicable consumer law.

Where required, the refund will include the cost of standard outbound delivery. If you selected a more expensive delivery service, any additional delivery cost above the standard option may not be refundable.

Refunds will be made to the original payment method.

Faulty, Damaged or Incorrect Items

If your jewellery arrives faulty, damaged, not as described or you receive an incorrect item, please contact me as soon as reasonably possible at info@thefloatingjeweller.co.uk so I can help resolve the issue.

Your legal rights are not limited to a seven-day reporting period.

Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement or refund.

Normal wear and tear, accidental damage, damage caused by misuse or failure to follow appropriate jewellery-care guidance is not considered an inherent fault, although I may still be able to help with a repair or restoration.

Resizing & Alterations

Whether a ring can be resized depends on its design, construction, metal and gemstone setting.

Some resizing work is straightforward, while other pieces may require more complex work or removal and resetting of gemstones.

Unless expressly included in your purchase, resizing and alterations are charged separately. Please contact me for an assessment and quotation.

Lead Times

Every piece is made and finished with care, and stated lead times are estimates rather than guaranteed completion dates unless expressly agreed otherwise.

Made-to-order and bespoke timescales may be affected by design complexity, material or gemstone availability, hallmarking, studio workload and circumstances outside my reasonable control.

If I become aware of a significant delay affecting your order, I will contact you as soon as reasonably possible.

Privacy Policy

Last updated: September 2026

The Floating Jeweller LTD respects your privacy and is committed to handling your personal information responsibly.

This Privacy Policy explains what personal information I may collect when you visit this website, place an order, make an enquiry, join the newsletter or otherwise interact with The Floating Jeweller.

For privacy-related questions, please contact:

info@thefloatingjeweller.co.uk

Information I May Collect

Depending on how you interact with the website, I may collect information including:

  • your name;

  • email address and telephone number where provided;

  • billing and delivery address;

  • information relating to your order or bespoke enquiry;

  • correspondence you send to me;

  • newsletter and marketing preferences;

  • technical information associated with your use of the website, such as cookie or device information where applicable; and

  • payment-related information necessary to process your purchase.

Full payment-card details are processed by third-party payment providers and are not stored directly by The Floating Jeweller LTD.

How I Use Your Information

I may use your personal information to:

  • process, make and fulfil your order;

  • arrange payment and delivery;

  • communicate with you about an order, commission or enquiry;

  • provide customer service and aftercare;

  • maintain appropriate business, tax and accounting records;

  • prevent or respond to fraud, security issues or legal claims;

  • operate and improve the website; and

  • send marketing or newsletter communications where I have an appropriate lawful basis to do so.

Lawful Bases

Depending on why your information is being used, I may rely on one or more lawful bases under UK data protection law.

These may include:

Contract — where processing is necessary to fulfil your order, bespoke commission or take steps at your request before entering into a contract.

Legal obligation — where information must be retained or processed to comply with legal, tax, accounting or regulatory requirements.

Consent — where you have actively chosen to receive certain marketing communications or where consent is otherwise required. You may withdraw consent at any time.

Legitimate interests — where necessary for the reasonable operation, protection and improvement of my business, provided those interests do not override your rights and freedoms.

Sharing Your Information

I only share personal information where necessary to operate the business, fulfil your order or comply with legal obligations.

This may include relevant service providers such as:

  • website and ecommerce providers;

  • payment processors;

  • delivery and courier companies;

  • email and newsletter providers;

  • professional advisers or accounting services; and

  • government, regulatory or law-enforcement authorities where legally required.

These providers receive only the information reasonably necessary for the relevant service.

I do not sell your personal information.

Some service providers may process information outside the United Kingdom. Where this happens, appropriate safeguards are used where required by data protection law.

How Long I Keep Your Information

Personal information is kept only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting and regulatory requirements.

Different types of information may therefore be retained for different periods. When information is no longer required, it will be securely deleted or anonymised where appropriate.

Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you rights including the right to:

  • request access to personal information held about you;

  • ask for inaccurate or incomplete information to be corrected;

  • request deletion of your information in certain circumstances;

  • request restriction of processing in certain circumstances;

  • object to certain uses of your personal information;

  • request transfer of certain information where applicable; and

  • withdraw consent at any time where processing relies on consent.

These rights are not absolute and may depend on the circumstances and lawful basis being relied upon.

To make a request, please contact info@thefloatingjeweller.co.uk.

Marketing

If you join my newsletter or otherwise choose to receive marketing communications, you can unsubscribe at any time using the unsubscribe link included in the email or by contacting me.

Cookies

This website uses cookies and similar technologies to operate correctly and may also use optional cookies for purposes such as analytics or improving your experience.

Where consent is legally required for non-essential cookies, these cookies should not be placed unless you have chosen to accept them.

You can manage your cookie preferences through the cookie controls provided on the website, where available, as well as through your browser settings.

How to Complain

If you have concerns about how The Floating Jeweller LTD uses your personal information, please contact me first at:

info@thefloatingjeweller.co.uk

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

ICO Helpline: 0303 123 1113

Changes to This Privacy Policy

I may update this Privacy Policy from time to time to reflect changes to the website, business practices or legal requirements. The latest version will be published on this page.

Shipping Policy

Dispatch & Delivery

Every piece of jewellery is carefully inspected and packaged before leaving my floating workshop.

Ready-to-Ship, Made-to-Order and Bespoke jewellery have different preparation times. Relevant estimated timescales are provided on the website and, for bespoke commissions, discussed with you during the commission process.

Once your order has been dispatched, you will receive tracking information where available.

Ready-to-Ship

Ready-to-Ship jewellery is usually dispatched within 3 working days unless otherwise stated on the product page.

Made-to-Order

Made-to-Order jewellery is handcrafted individually after your order is placed.

My usual making time is approximately 3–6 weeks, although during particularly busy periods this may extend to approximately 10 weeks.

Pieces requiring hallmarking may need additional time.

Bespoke

Bespoke timescales are agreed individually and depend on the complexity of your design, gemstone and material sourcing, hallmarking and my current studio schedule.

UK Delivery

UK orders are sent using a tracked delivery service.

For higher-value pieces, I use an appropriately insured delivery service to ensure your jewellery is suitably protected during transit.

Tracking information will be provided following dispatch where available.

International Shipping

I ship internationally, with shipping costs calculated according to your destination.

Available international delivery options and costs will be shown at checkout. Once your order has been dispatched, you'll receive tracking information where available so you can follow its journey.

International delivery times can vary depending on destination and customs processing.

Customs, Duties & Import Charges

Orders delivered outside the UK may be subject to customs duties, taxes or other import charges imposed by the destination country.

These charges are not included in the purchase price or shipping charge unless expressly stated otherwise and are normally the responsibility of the recipient.

I recommend checking the relevant customs requirements in your country before ordering if you are unsure.

Customs processing may occasionally cause delays outside my reasonable control.

Lost or Delayed Parcels

If your parcel appears to be significantly delayed or lost, please contact me at info@thefloatingjeweller.co.uk.

I will work with the relevant postal or courier service to investigate the delivery and will deal with the order in accordance with your applicable consumer rights.

Questions

If you have any questions about an order, return, delivery or these policies, please contact:

info@thefloatingjeweller.co.uk

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