Free UK Delivery | £10 International Delivery

 

FAQS

Where is my order?

You can track your order by logging into your account or referring to your order despatch email. Tracking details are available from the moment your order is despatched from us to signed receipt at final destination.

What is the returns and refund policy?

We hope that you will be delighted with your order. However, if within 14 days of purchase you change your mind, we will be happy to offer you a full refund credited to the card used in the original sales transaction, or an exchange. Please note that goods should be returned in perfect condition, and in their original, undamaged packaging.

Please send returns by registered mail, insured for its full value to:

156 Walton Street, London, SW3 2JL

To ensure that you get a proof of postage please take your parcel into the Post Office, rather than using your company’s postal collection.

Which payment options do you accept?

We accept the following cards in payment for purchases made online: Mastercard, Visa, Maestro, JCB and American Express.

When will the payment be taken?

Payment will be taken from your credit or debit card as soon as you have placed your order. To ensure your shopping safety, all of our payments are processed through using WorldPay.

Do you deliver to my country?

We deliver to most countries. If in doubt, please get in touch with us on info@vanpeterson.com before placing your order.

You will be able to track the progress of your order from the link provided in your order despatch email, or by logging into your account.

What address details do you need for delivery?

We require you complete the following fields for your delivery address in the checkout process:

  • Building / Villa Name or Number
  • Street Name
  • City
  • State/Province
  • Post/Zip Code (if applicable)

Please provide accurate address details to avoid any unnecessary delivery delays.

How do I exchange an item?

You are able to exchange products by getting in touch with us on info@vanpeterson.com, and returning the item by post. Alternatively you can exchange the item at our shop, located at 156 Walton Street, London, SW3 2JL.

How can I choose the currency I pay in?

We accept payment in Pound Sterling, American Dollars, and Euro.

Is my personal information kept private?

We will treat all your Personal Information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner’s Office. We use your information only for the following purposes:
• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuses of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To administer this website;
• If you consent, to notify you of products or special offers that may be of interest to you.
You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled do so.

We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payments processor for authorisation by your bank. If you choose to store your card details for future payments, these are held by our payment processor, not us.

How long does delivery take and how much does it cost?

We offer the following delivery services:

  • UK Standard Delivery (Free) – orders will be delivered within 2 working days. Excludes weekends.
  • Europe Standard Delivery (£10) – orders will be delivered within 4-6 working days.
  • USA Standard Delivery (£10) – orders will be delivered within 5-7 working days

All orders are sent on a Royal Mail Special Delivery Service, so no additional customs or taxes will be charged on delivery.

Can I change or amend my order once it has been placed?

We generally process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you’ve received it, in accordance with our Returns Policy.
Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.

Do you offer a repairs service?

Many factors can influence the wear and tear of jewellery. Therefore you should make sure that your jewellery is properly cleaned, repaired and stored. Always protect your jewellery from sharp blows, scratching, chemicals, sunlight and heat/cold to minimise these effects. Ideally, store your jewellery in a soft lined box or pouch and try to keep pieces apart, so that they don’t rub together or tangle up. It is also recommended that you visit a jeweller once a year to have your jewellery cleaned professionally. This will keep them looking their best.
We offer repairs on all jewellery purchased from us, either in store or on the website. Please get in touch via email on info@vanpeterson.com, or stop by the shop on 156 Walton Street, London, SW3 2JL.

What size ring do I need?

We can size your ring to any UK or US size. To find out what size you need, please refer to our ring sizing guide or visit your local jewellers, where you can usually have your ring size measured. Please note: some sizes are subject to availability. If we do not have your ring size in stock, we will get in touch with you via email with an estimated dispatch time for the correct size.

Can I shop without creating an account?

Yes, when you have placed the goods into your bag and started the checkout process, you can select Guest Checkout. This means we will only collect the minimum amount of details from you to process your order and you will not be required to create an account.

 

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