+44 (0) 1708 733 258

sales@romfordgold.com

Terms & Conditions

CUSTOMER SERVICE

How do I contact Romford Gold’s customer service ?

The Romford Gold FAQs are designed to answer most questions in full detail. If you still wish to contact one of our customer representatives, you can reach us: by filling out the contact form on the ‘Contact us’ page; by email at:customerservice@romfordgold.co.uk; by telephone on +44 (0)1708 733 258 from 10am to 5pm (GMT) Tuesday to Saturday (excluding UK bank holidays).

SECURITY & CONFIDENTIALITY

What is the confidentiality policy?

You are not required to give any personal information when using the www.romfordgold.co.uk website. However should you open an account on our website, we do collect the information necessary for invoicing and delivering any products you might order, such as your name, address, email, etc. The www.romfordgold.co.uk website agrees to share your contact details only with the third parties involved directly in the order process: for example banking establishment, delivery service, etc. The only case in which we would share any personal information other than mentioned before is when we are legally obligated to do so.

 

Is www.romfordgold.co.uk a secure site?

Any information transmitted through our site is processed securely, using up-to-date Internet protocols. Any financial information is stored on the secure site of our bank and not on the www.romfordgold.co.uk website.

ACCOUNT & PASSWORD

How do I create an account on www.romfordgold.co.uk?

At the top of the homepage, click on 'Log in', then on 'Create an account'. Fill in the registration form and then click on 'Submit'.

 

How do I identify myself if I've forgotten my password?

At the top of the homepage, click on 'Log in', then on 'Forgotten password'. You will receive an email that will allow you to set a new password.

 

How do I change any personal information on www.romfordgold.co.uk?

You can modify your personal information at any time by logging in and click on ‘LOGIN’

 

How do I unsubscribe from the newsletter?

Click on the link 'If you no longer want to receive our newsletters, please click here' that is located at the bottom of each newsletter or click 'Modify' in the 'Newsletter' section of your 'My Account' profile.

 

ORDERS & DELIVERIES

Delivery

Romford Gold will offer a FREE delivery service to our customers with a minimum order of £49.00 and over. Our free delivery service may take up to 4 working days once payment has cleared. All orders are subject to the item being in stock.

For all orders under £49.00 there will be a charge of £5.00 for an up to 4 working day delivery service once payment has cleared. All orders are subject to the item being in stock.

For next working day delivery please select ‘Royal Mail next working day special delivery £15.00’. This service is for UK Mainland only. Orders must be confirmed by 3pm for next day delivery. (Saturday delivery cannot be guaranteed) All orders are subject to the item being in stock.

 

2015 Delivery Rates

UK Delivery

£5.00:  Standard Delivery (up to 4 days)

£6.00:  48 Hour Delivery (up to 48 Hour Service)

£15.00: Next Day Special Delivery (Weekdays - Before 1PM)

£20.00: Saturday Special Delivery before 1PM

*All deliveries are tracked. 

Europe:

£15:00: 2-5 days Delivery 

Rest of the World:

£20:00: 2-5 days Delivery

 

What is the delivery area covered by www.romfordgold.co.uk?

Romford Gold delivers worldwide.

International customer orders are delivered using an signed for delivery serviceat the cost of £15.00 per order.All orders are subject to the item being in stock and relevant security checks.

If an item is out of stock we will contact you regarding your order.

For special orderswe will contact you with an estimated time for delivery. Special orders can take between 4-6 weeks. Any dates quoted for delivery are approximate only, and Romford Gold shall not be liable for any delay in delivery or supply however caused.

Delivery dates might change if your order is placed during a weekend, Bank Holiday, Public Holiday, natural calamities, adverseweather conditions and any circumstances beyond our control.

 

Where can I find my order basket?

Your basket can be found at the upper right hand corner of the homepage. You can access your order basket by clicking on 'My Cart'.

 

What is the pricing policy?

The prices mentioned on www.romfordgold.co.uk are valid for the website and store.

 

Is it possible to have something gift wrapped?

Romford Gold do not gift wrap but each item will be delivered with Romford Gold packaging.

 

Customer Comments box

This box enables you to enter any special instructions regarding your order. For example if your item is a gift you could put 'plain packaging required' (no logo on envelope). You can find this box in the checkout page.

 

RETURNS / REFUNDS

How do I return an item ordered through the www.romfordgold.co.uk website?

REFUND

We are confident that you will be satisfied with your purchase however, if for some reason you are not satisfied or if an item has been received faulty, you must report it immediately to our online customer service team on 01708 733 258 or email customerservice@romfordgold.com to obtain an authorised return form.

Please note that only within 14 days of receiving your ordered goods may you opt for a full refund. Please ensure the returned item is sent securely in its original packaging. Please return via a signed for delivery service we recommend Royal Mail Special Delivery which includes insurance (see below for details of the return address).

The latter is essential as should the parcel go missing, this method of delivery allows it to be tracked. Please keep your proof of posting till the repair/refund has been made. We will not accept responsibility for any missing or non-delivered items if you cannot provide proof of posting.

Only at Romford Gold’ discretion would ‘special orders’ be accepted for returns and refund. Please note that due to hygiene reasons we cannot exchange or refund earrings, unless defective or faulty. Please note items engraved or modified cannot be refunded.

Refunds are issued back in the same way they were received i.e. payments made by credit card will be refunded back to the card used. Please allow 2-5 working days for the payment to be returned to your card.

 

CANCELLATIONS & EXCHANGES

If you wish to cancel your order please contact Customer Service on 01708 733 258 (Tue-Sat 10:00 till 17:00) or email customerservice@romfordgold.com. If there are any problems with your order a member of our customer service team will contact you.

 

How to return an item(s). You must return your item(s) to the original place of purchase.


1) IN STORE PURCHASES

Place the item(s) in the original packaging and return to the place of purchase with your receipt.

 

2) RETURN OF ONLINE PURCHASES BY POST

Advise customer services of your intended return. Please contact customerservice@romfordgold.co.uk to obtain an authorised return form.

Please place item(s) in the original packaging.Please ensure the returned item is sent securely in its original packaging. Please return via a signed for delivery service we recommend Royal Mail Special Delivery which includes insurance (see below for details of the return address).

Please keep your proof of posting till the repair/exchange/refund has been made. We will not accept responsibility for any missing or non-delivered items if you cannot provide proof of posting.

Please do not return any item before contacting Customer Services.

For hygiene reasons we cannot exchange or refund earrings,unless they are defective or faulty.

Romford Gold

27 Quadrant Arcade

Romford

Essex

RM1 3ED

Tel: 01708 733 258

AFTER SALES – SERVICE

What type of guarantee is offered for Romford Gold jewellery?

Each Romford Gold item purchased comes with a one year guarantee (unless otherwise stated).

Following lapse of the guarantee or if you cannot supply a valid proof of purchase, Romford Gold offers a repair service.

 

How much does the repair work cost?

The following is a guideline only. An exact price for repair will be provided when the item has been inspected for repair and an estimated time frame will also be given for the completion of repair.

Category Item RRP Repair Cost
1 £11-£50 £10.00 + P&P
2 £51-£150 £30.00 + P&P
3 £151-£500 £50.00 + P&P
4 £501 and over P.O.A.
5 DIAMOND ITEM     P.O.A.

An estimated time frame will be given for the completion of repair.

 

Where shall I take/send my Romford Gold jewellery for repair?

Please return your item to the place of purchase with your valid receipt. If your item was purchased from our website please call 01708 733 258 and quote your order number. A Customer Service Agent will then send you an authorised return form or alternatively bring into store with a valid receipt.

This returns policy does not affect your statutory rights.

Romford Gold
27 Quadrant Arcade
Romford
Essex
RM1 3ED
Tel: 01708 733 258

PAYMENTS & SECURITY

What means of payment are accepted on www.romfordgold.co.uk?

You can pay online using a bank transfer, credit card or PayPal (i.e. Visa or MasterCard). Most major credit and debit cards are accepted whilst using PayPal.

 

How do you look for a particular item?

There are several ways to search for an item: by type of product, by colour or by collection. Just type your search request in the 'search' field located on the home page.

 

Caring for your jewellery

Jewellery is delicate and should not be subjected to abrasion or chemicals.

Take care not to spray with perfume / lotions / Fake Tan as this tarnishes the stones and remember to remove before showering / bathing / swimming / sleeping. Soap etc leave films on the precious metal and soft materials used.

Take care not to bang your jewellery down on hard surfaces. This may result in the stones falling out/damage. Store your jewellery in a clean and dry place. Keep your jewellery separate.

Pearls are especially sensitive to cosmetics (soap, hairspray, perfume etc). When using cosmetic products you should wait at least 30 minutes before putting on your jewellery.

 

Strung Jewellery

Always wear as advised by your Romford Gold jewellers.

Avoid stretching, twisting tying in a different ways other than intended. Romford Gold stockists will advise you when restringing is required.

We recommend you have your strung jewellery checked every three months.

Do not swim or shower with any strung jewellery.

Do not scrape or rub against hard / sharp surfaces.

RECRUITING

How can I apply for a position with Romford Gold?

Send your application by email to jobs@romfordgold.com. You can also consult the employment ads and apply directly on the website in the section 'Business'.

GIFT CARDS

How to get a Gift Card?

Please contact customer service with your requirements on 01708 733 258 or email customerservice@romfordgold.com

Diamonds

CARING FOR YOUR DIAMONDS

Diamonds known as the hardest substance on earth

To avoid scratching do not store your diamonds next to each other. We recommend a fabric lined case with separate compartments.

Depending on how often you wear your diamond(s) we recommend you carry out a regular inspection to ensure the setting / claws are secure. If you are not sure please take your diamond(s) to Romford Gold where they will check for you.

We strongly suggest you have your diamond jewellery checked by a professional at least once a year.

If you wear your diamond(s) daily i.e. engagement ring you will notice after a period of time there may be a build of residue due to soap, perfumes, hand creams and household chemicals which may make your diamond(s) look dull. To bring back the sparkle we recommend you soak in warm water and add a soft detergent i.e washing up liquid. You may also clean behind the stone(s) by gently using a soft bristled tooth brush. Finally use a clean soft cloth to dry your jewellery.

DO NOT use harsh chemicals to clean your jewellery

DO NOT wear your diamond if there is a chance it will come into contact with chlorine bleach or any other harsh substances.

PLATED TRESOR PARIS JEWELLERY AND WATCHES

The plating on your jewellery may fade overtime. As with all our Romford Gold plated jewellery and watches, we advise that plated items are not to be worn when showering or exercising. Preventing them from getting wet and keeping them away from abrasive materials, harsh chemicals, lotions and perfumes will maintain its lasting original look.

We advise not to wear your plated jewellery when you go to sleep and remove it for sports and water activities.

The plating is not covered by your one year manufactures warranty.

CLEARANCE ITEMS

Clearance items are excluded from our usual returns policy. Refunds will not be given on clearance items but you may exchange to a different item. Please note there will be a £5.00 admin charge per item exchanged. Earrings and Navel Bars are exempt from returns and exchanges due to hygiene reasons.

Your statutory rights are not affected.