These Terms and Conditions apply to the sale of goods by Fei Liu Fine Jewellery Ltd (“we”, “us”, or “our”) to individual customers (“you”, “your”) via our website, in-person, by email, or over the phone. Please read them carefully before placing an order.

Our registered office is:
Fei Liu Fine Jewellery Ltd
101A The Argent Centre, 60 Frederick Street, Birmingham, B1 3HS, United Kingdom
Company No: 7467605 | VAT No: 104814345

1. Ordering

• Orders may be placed online, in-person, over the phone, or by email.
• By placing an order, you confirm that you are at least 18 years old and legally capable of entering into a contract.
• All orders are subject to acceptance and availability. We reserve the right to refuse or cancel any order at our discretion.

2. Product Information and Pricing

• We take care to ensure that product descriptions, images, and prices are accurate. However, images are for illustrative purposes only, and there may be slight variations due to the natural characteristics of gemstones and materials.
• We reserve the right to change prices at any time, for example, in response to changes in the cost of raw materials.

3. Payment Terms

• Full payment is required for all made-to-order and ready-to-wear items at the point of order.
• For bespoke jewellery, a non-refundable deposit (typically 50%) is required to confirm the commission. The balance must be paid in full prior to collection or dispatch.
• We accept payment by debit/credit card, and other methods as stated at the time of order.

4. Delivery

• Ready-to-wear pieces are usually dispatched within 3–5 working days. Bespoke items will be dispatched following completion and final payment.
• Delivery charges and estimated timeframes will be confirmed at checkout or at the time of placing an order.
• All items are sent via secure, insured, tracked delivery services and require a signature upon receipt.
• We are not liable for delays caused by courier services or customs.

5. Bespoke and Made-to-Order Jewellery

• Bespoke, personalised, or made-to-order jewellery is crafted especially for you and cannot be cancelled, returned, or refunded once production has begun.
• We will provide an estimated completion time at the outset, but delays may occur due to the nature of the craftsmanship involved.
• Any design amendments requested after approval may incur additional charges and affect delivery times.

6. Right to Cancel (Ready-to-Wear Only)

Under the Consumer Contracts Regulations 2013, if you are a consumer purchasing a ready-to-wear item online or via telephone/email, you may cancel your order within 14 calendar days of receiving the item.

To cancel:

• Notify us in writing (email is sufficient) within 14 days of receiving your order.
• Return the item(s) in their original, unworn condition and packaging within 14 days of cancellation.
• You are responsible for the cost and risk of returning items to us. We recommend using an insured, tracked service.

We will refund you within 14 days of receiving the returned item(s), minus any delivery charges originally paid.

Exclusions:
You do not have the right to cancel or return:

• Sale items and discounted items are strictly non-refundable unless they are faulty or not as described. This includes items purchased during promotional events or with the use of discount codes.
• Bespoke, made-to-order, or personalised items are non-refundable and non-returnable unless faulty.
• Items showing signs of wear, damage, or alteration by a third party are not eligible for return or refund.
• Earrings are non-returnable for hygiene reasons, unless faulty.

7. Faulty Items

If an item is faulty or not as described:

• You must notify us within 14 days of receipt.
• We will offer a repair, replacement, or full refund depending on the circumstances.
• After 14 days, we may offer a repair or partial refund at our discretion.

Please note:

• Damage caused by wear and tear, misuse, or third-party repairs is not covered under warranty.

8. Returns Procedure

To initiate a return:

1. Contact us with your order number and reason for return.
2. Await return instructions.
3. Securely package the item with all original documentation.
4. Return to:
   Fei Liu Returns
   101A The Argent Centre,
   60 Frederick Street,
   Birmingham, B1 3HS, UK

We cannot be held responsible for items lost or damaged in transit.

9. Resizing and Repairs

• We offer resizing and repair services for Fei Liu jewellery. A quote will be provided prior to any work.
• Work undertaken by third parties may void any warranty or guarantee provided.

10. Limitation of Liability

• Nothing in these Terms affects your statutory rights.
• We shall not be liable for indirect, incidental, or consequential losses.
• Our total liability is limited to the amount paid by you for the item in question.

11. Privacy and Data Protection

• We handle your personal data in accordance with our Privacy Policy.
• Your information will only be used to fulfil your order and provide customer service.

12. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.