Process For Online Orders And Cancellations

Ordering Process And Contract Information

Please see our Ordering Online Is Easy guide for instructions about how to place an order.

By completing and submitting an electronic order, you are making an offer to purchase goods which, if accepted by us, will result in a binding contract.

Certain steps must be followed for a binding contract to be formed between us, which are described below. After you have placed your order:

we will send you, as soon as possible, an email to acknowledge your order. It will confirm which goods you have ordered. This email is not an order acceptance from us and at this stage no contract is formed between us;

when we despatch your goods from the warehouse, we will send you a confirmation email (“Despatch Email”). This email constitutes a formal acceptance of your order by us. This also means that a binding contract between us is formed and you and we are obliged to fulfil our obligations under that binding contract.

Important note regarding Personalised Items: The above order process does not apply in relation to your orders for Personalised Items. We will acknowledge your order as described in step 1 above, however the following order process shall apply:

Payment will be processed and taken when the order is placed with us. This is not an order confirmation or order acceptance from us.

Your order will go into production shortly afer the order is placed and payment is processed.

Once your order is ready for dispatch from our warehouse, we will send you a despatch confirmation email. This email constitutes a formal acceptance of your order by us. This also means that a contract between us is agreed and we are obliged to fulfill our obligations under this contract.

Please note that orders (whether for Personalised Items or other items) will only be despatched once we have authorisation from your payment card issuer. We will aim to inform you as soon as possible if there is an issue with the payment authorisation process or with any validation checks for your order. We will not accept your order if payment is not authorised. Where there are issues with the authorisation process or validation checks, your delivery may be delayed as a result.

We Do Not Have To Accept Your Order, And In Particular, We Will Not Accept Your Order If:

  • we do not have the goods in stock/the goods in stock appear to be damaged;
  • your payment is not authorised;
  • there is an error on our Website regarding the price or other details of the goods;
  • you have cancelled your order in accordance with the instructions below
  • We will be in contact with you as soon as practicable (by email or by phone) in each of the above circumstances to discuss your options. We reserve the right to refuse any order.

Please note that some Personalised Items will be sent direct from a third party supplier. If gift wrapping is selected, then gift wrapping for Personalised Items may differ to any non Personalised Items may differ to any non Personalised Item(s) that are in your basket.

Cancelling An Order Before Despatch

If you change your mind after placing an order, you can cancel it at any time before we have sent our Despatch Email to you. Please see the Contact Us page for our telephone number and email. To cancel your order, you will need to give us your name and address details, as well as your order number.

If you cancel part of an order the postage and packaging charge is recalculated on the price of the goods you keep. This may affect your delivery charge payment. For example, if your order is for £120 worth of goods and you then cancel a £40 item, your order total will drop below £100, and you will no longer qualify for FREE Standard delivery.

Please note the above does not apply to your orders for Personalised Items (please see our dedicated Personalised order section below).

Returning Goods After Despatch

Cooling off period

When you order from us online, you are entitled to a cooling off period after despatch of your goods. During this cooling-off period, you can return your goods without any charge. Our cooling off period is 14 days (from delivery of the goods to you) which includes any statutory cooling off period.

This period starts the day the contract is agreed and becomes binding (i.e. you receive a Despatch Email from us) and ends 30 days after the day following delivery of the goods.

Unless we are at fault (for example where you have received faulty items, or items which are not as described), certain items are excluded from the cooling off period guarantee: these include Personalised Items, as well as pierced items where their packaging has been opened (please also see our dedicated Personalised Items order section below).

Faulty Goods

If you do receive faulty goods, please follow one of the procedures outlined on the How To Return Items page.

Returning Goods

Please refer to our Returns & Exchanges page for details of how and where to return goods.

If you wish to return goods you have a duty to keep them in your possession and to take reasonable care of them until you return them. Please telephone us * if you would like to return your goods and we will send you pre-paid labels so that you can return them free of charge. Goods must be returned in their original condition, including immediate packaging, within the cooling off period..

We accept refunds or exchanges of pierced items provided they are returned in their original (unopened) packaging. If you would like to return your pierced items please ensure the plastic bag containing your order remains sealed. If the items have been removed from the bag or if the bag has been tampered with, we cannot refund or exchange the item due to hygiene reasons.

Our returns policy does not affect your statutory rights. For further information on your statutory rights look at

Personalised Item Orders

When you order a Personalised Item from our website, we will create a specific and potentially unique item designed around your own specific requirements.

You may change your mind and notify us that you wish to cancel your order for Personalised Item at any time before we receive your first instalment/deposit of your order for Personalised Items (see Ordering process and contract formation above).

Once we have received your deposit as an accepted order confirmation, a binding agreement will be formed and you will no longer have the ability to cancel your order. If however your item is faulty, not as described or does not match the specifications contained in your order, please refer to our Returns & exchanges section.

Delivery Information

Free Standard delivery applies only to orders of £100 or more (including VAT at the UK rate); free Next Day delivery applies only to orders of £500 or more (including VAT at the UK rate) placed on the Clarity and Brilliance Website.

  • To qualify for FREE delivery, the total amount of the goods (including gift options and engraving service) purchased after any discount voucher is applied, must be £100 (Standard) or £500 (Next Day).
  • Goods ordered must come to the applicable total before any packing charges are added.
  • We reserve the right to change or discontinue free delivery at any time.
  • We can deliver to anywhere in the UK (including Northern Ireland). Unfortunately, we cannot deliver online orders to stores or addresses in the Channel Islands or Eire, but you can find stores in these areas.
  • If you cancel part of an order, the postage and packaging is recalculated according to the postage rates mentioned above. This may affect your delivery charge payments and you may no longer qualify for FREE delivery.

When will I receive my goods? We will send you a Despatch Email as soon as your goods has been despatched. If you chose Standard Delivery: you should receive your goods within 2 – 5 days of despatch (excluding Sundays).

If you chose Next Day Delivery: you will receive your goods the next working day after despatch. If you order after 2pm on a Thursday, your goods will be despatched on Friday, and should be delivered on the next working day (Monday). If you order after 2pm on a Friday your goods will not be despatched until the following Monday, and should be delivered on Tuesday.

We will make every effort to deliver your goods in accordance with the timescales indicated in our Delivery information page. We will not be liable for delays in delivering your goods where such delay is due to reasons outside of our control.

Please note that you will need someone to sign and accept delivery of Next Day deliveries.


If you have any questions relating to your order or this website , please contact us:
Telephone: 07846234791