1. Introduction

These Terms of Sale govern the sale, purchase and delivery of any products listed on the website at www.morganandfrench.com (the “Site”) which you have chosen to order.

At Morgan & French, most of our jewellery is individually handcrafted and made to order. By placing an order with us, you agree to these Terms of Sale.

When we accept your order, a contract of sale (the “Contract”) will be formed between Morgan & French Limited (“we” or “us”) and you on these Terms of Sale. Please ensure that you have read and understood these Terms before placing any order on the Site.

2. About Us

We are Morgan & French Limited, a company registered in England and Wales under number 06592851.

 

Registered Office: 9a St George’s Square, Stamford, Lincolnshire, PE9 2BN

Registered VAT Number: GB947756174

Email: studio@morganandfrench.com

 

If we need to contact you, we will do so by telephone or in writing using the contact details you provided in your order. When we use the words “writing” or “written” in these Terms, this includes emails.

3. Placing an Order

You can place orders for our products through the functions of the Site. When placing an order, you confirm that:

•       All information provided is accurate

•       Personalisation details (including names, dates, and spellings) have been checked carefully

•       Any sizing information provided is correct

•       You have checked your order for errors before submitting it

 

Most of our products are made to order, so it is essential that you have given correct measurements and ensured any personalised messages are spelled correctly. We are not responsible for any errors in your order.

Acceptance of orders

Our acceptance of your order will take place when we email you to accept it (or, if earlier, when we despatch your order, or any impression kit, or start work on any made-to-order product), at which point the Contract will come into existence between you and us.

Non-acceptance of orders

If we are unable to accept your order, we will inform you in writing and will not charge you for the product (and will return any payment already received). This might be because the product is out of stock, because of unexpected limits on raw materials, because we have identified an error in the price or description, or because our order books are full. All of our products are hand-crafted, and there is only so much work we can do.

Order numbers

We will assign an order number to your order and tell you what it is when we accept your order. Please quote your order number whenever you contact us about your order.

4. Pricing and Payment

The prices for our products will be set out on our Site. Some product prices will vary depending on the nature and degree of customisation required. You should check that the product prices reflect your customisation choices before placing your order. Unless otherwise stated, all prices are inclusive of VAT.

 

Payment is taken at the time you place your order through our nominated payment processing service providers. You can make payment by most major debit or credit cards. We do not receive your credit or debit card information directly, as this is processed by our payment provider. See our Privacy and Cookie Policy for further information.

 

We reserve the right to decline any transaction or for our payment processing service provider to reverse any transaction (for example, to prevent money laundering or fraud). If your payment is not received for this reason, your order will not be accepted and no Contract will be in place.

Mistakes in product pricing

Despite our best efforts, a product on the Site may be incorrectly priced. We will normally check prices before accepting your order. If the correct price is lower than the stated price, we will charge the lower amount. If the correct price is higher, we will contact you for your instructions before accepting your order. If a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the Contract, refund you any sums paid, and require the return of any product already provided.

5. Made-to-Order Products

Most of our products are made specifically for you. Once production has begun:

•       Orders cannot be cancelled or changed

•       This includes changes to wording, sizing, or design

 

It is your responsibility to ensure all details are correct at the time of ordering.

6. Personalisation and Materials You Provide

We create products using the exact information you provide. We are not responsible for:

•       Spelling errors in the details you provide

•       Incorrect dates or names

•       Incorrect sizing information

 

Orders will be produced exactly as submitted.

Impression kits

Some of our products are made using impression kits, which take impressions of fingerprints, footprints, paw-prints or similar. If you order such a product, we will post an impression kit to you shortly after accepting your order (typically within two working days). You should read and follow the instructions included carefully to ensure the best possible quality. We are not responsible for the quality of the impression you take. If you send us an impression which is in our view unsuitable, we may contact you and provide a further kit.

Your artworks and content

You may provide us with artworks or other content for the purposes of making personalised products. We will not use your content for any purpose other than making and supplying our products to you. However, you agree that we may use images of our products for our own promotional purposes, and that the products depicted might feature your content.

Personal data

If you provide us with any personal data in connection with a customised product (such as fingerprints or names to be engraved), we will use that data to produce the product and may retain it as part of our record-keeping in accordance with our Privacy and Cookie Policy. Our data retention policy is to delete any such retained data after twelve (12) months.

7. Handmade Nature of Products

All Morgan & French jewellery is handcrafted. As such:

•       Each piece is unique

•       Variations in shape, texture, and finish are expected

•       Images on our website are for guidance only and your product may vary slightly

•       Handmade products may vary from images or descriptions in terms of sizes, weights, capacities, dimensions and measurements within a reasonable tolerance

Products are created based on the information and materials provided and the nature of the making process. We cannot guarantee that finished items will exactly match customer expectations or imagined outcomes.

These natural variations are not faults.

8. Memorial & Sentimental Jewellery

Some items incorporate personal materials such as ashes, fingerprints, or handwriting. Due to the nature of these materials:

•       Each piece will vary

•       Exact replication is not possible

•       Results depend on the quality and nature of the materials provided

 

These variations are not faults.

9. Making Time & Delivery

Making times are stated on product listings and begin once:

•       Full payment has been received

•       All required information or materials have been provided

 

Making times are expressed in working days (Monday to Friday, excluding UK bank and public holidays) and are estimates. We will let you know once we have started making your product.

 

We are not liable for delays caused by circumstances outside our control or by incomplete information from you. If our supply of the products is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise the delay. If the delay is so substantial that you are entitled by law to end the Contract, you may do so by contacting us and may receive a refund for products paid for but not received.

Delivery

Delivery costs and options are shown at checkout. We will deliver to the address specified in your order. We will not deliver to PO box addresses.

 

Once your order has been delivered, responsibility for the item passes to you. You own any product once you have paid for it in full.

 

We are not responsible for:

•       Incorrect delivery details provided by you

•       Failed delivery attempts due to absence

 

If no one is available to take delivery and the products cannot be posted through your letterbox, we (or our carrier) will leave a note informing you of how to rearrange delivery or collect from a local depot. If you do not rearrange delivery or collect within a reasonable time, we may contact you for further instructions and may charge for storage and further delivery costs. If we are unable to contact you or rearrange delivery, we may end the Contract.

 

Additional charges may apply for redelivery.

10. Cancellation Rights & Returns

Made-to-order & personalised items

Consumers in the United Kingdom and Europe are generally entitled by regulation to certain cancellation rights in relation to contracts concluded at a distance. However, the regulations provide that no such cancellation rights apply in relation to goods that are made to the consumer’s specifications or which are personalised — which covers the majority of our products. Items made to order include items made to your size, colour, metal or combination.

 

You acknowledge and accept that personalised and made-to-order items are non-refundable and non-returnable once we have started making them.

Non-personalised items

If you are a consumer located in the UK or any other European country, you may cancel your order for any non-personalised product at any time up until fourteen (14) days after receipt. If products are split into several deliveries, you have until fourteen (14) days after receipt of the last delivery.

 

Non-personalised items may be returned within 14 days of receipt if:

•       They are unworn and in original condition

 

Return costs are the responsibility of the customer unless the item is faulty or misdescribed.

Non-European consumers

If you are a consumer who is not located in the UK or any other European country, you are not entitled to cancel any order (except to the extent that you have a right to do so under any applicable national laws which cannot lawfully be excluded from the Contract, or except as agreed with us).

Ending the Contract for good reason

If you are unsatisfied with any aspect of any product or its delivery, we recommend that you contact us in the first instance to discuss and, hopefully, resolve your concern. You may end the Contract only if:

•       We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed

•       You have a legal right to end the Contract because of something we have done wrong (for example, because the product is not as described or is faulty)

 

Making times stated on our product listings are estimates, not guaranteed delivery dates. Because our products are handcrafted and often depend on materials or information provided by you, variations in making time are normal and do not entitle you to cancel or terminate the Contract. A delay in delivery does not in itself constitute a reason to end the Contract, particularly where the delay has been caused or contributed to by you (for example, by providing unsuitable impressions or late information).

 

Nothing in these Terms affects any statutory rights you may have under the Consumer Rights Act 2015 in relation to goods that are not delivered within a reasonable time, where you have specified that timely delivery is essential and we have agreed to that timeframe.

How to tell us you are cancelling

If you wish to end the Contract, please let us know by email at studio@morganandfrench.com or by post to our registered address, providing your name, home address, details of the order, and where available your phone number and email address.

Returning products

If you end the Contract after products have been dispatched or received, you must return them to us. We will instruct you whether to post them back or allow us to collect them. For non-personalised products, you must send off the products within fourteen (14) days of telling us you wish to end the Contract.

Refunds

We will refund you the price paid for the products including delivery costs, by the method you used for payment. However:

•       We may reduce your refund to reflect any reduction in value caused by your handling of the goods in a way which would not be permitted in a shop

•       We will refund the delivery costs you paid

 

If we have not elected to collect the products, your refund will be made within fourteen (14) days from when we receive the products back (or evidence that you have sent them). If we have elected to collect, your refund will be made within fourteen (14) days of your notifying us.

11. Gift Cards

Gift cards can be purchased and used on our website.

Use of gift cards

•       Gift cards can be used as full or part payment for products on the Site only — they may not be used on any other website or for purchases from our stockists

•       Gift cards can be purchased with a minimum value of £20 and a maximum value of £1,000

•       They cannot be exchanged for cash

•       They must not be resold

•       They should be treated as cash, as we cannot replace lost or stolen gift cards

•       You may redeem multiple gift cards in the same transaction

Expiry

•       Gift cards are valid for 12 months from the date of issue

•       Any remaining balance after this time will expire

Refunds for orders paid with gift cards

If an order paid using a gift card is cancelled or refunded:

•       Any amount originally paid using a gift card will be refunded as a new gift card or store credit

•       Cash refunds will not be issued for gift card payments

Cancellation of gift card purchases

You acknowledge that by placing an order for a gift card you are instructing us to provide a service which will be completed within the period during which you might otherwise be entitled to cancel under applicable consumer law. Once a gift card has been issued, it cannot be cancelled or refunded.

Misuse

We reserve the right to refuse or cancel gift cards where we believe they are being used fraudulently or for unlawful purposes.

Variation

We may (acting reasonably) amend our terms relating to gift cards at any time. We suggest reviewing these terms prior to placing any order using a gift card.

12. Product Quality & Warranty

We provide a warranty that our products will be of satisfactory quality and free from defects in material and workmanship for a period of six (6) months from delivery.

 

If any defect arises during this warranty period (and is not caused by an excluded reason below), please contact us and we will either repair or replace the product. We may ask you to return the product for inspection before doing so. Any repaired or replaced product will be warranted only for the remainder of the original warranty period.

 

This warranty is in addition to, and does not affect, your legal rights as a consumer in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

This warranty does not cover

•       General wear and tear

•       Oxidisation

•       Damage caused by misuse, impact, accident, negligence or improper care

•       Exposure to chemicals, water, or inappropriate storage

•       Failure to care for your product in accordance with the care information we provide (for example, allowing leather to get wet, or failing to remove jewellery before swimming)

•       Alterations or repairs carried out by anyone other than us

13. When Things Go Wrong

If you believe there is an issue with your order, please contact us as soon as possible at studio@morganandfrench.com. We require that any concerns relating to faults, damage, or incorrect items are reported within 14 days of delivery, so we can properly assess the issue in its original condition.

Assessment of faults

Where a fault is reported, we may require the item to be returned to us for inspection. If a genuine manufacturing fault is confirmed, we will, at our discretion:

•       Repair the item (this will normally be our first course of action)

•       Replace the item where a repair is not possible

•       Provide a refund where neither repair nor replacement is appropriate

 

We reserve the right to determine the most suitable resolution based on the nature of the fault. We do not offer refunds where a repair is possible and reasonable.

Wear and tear

Jewellery is subject to wear through regular use. We are not responsible for issues arising from ongoing wear over time, lack of care or maintenance, accidental damage, or incorrect use. Faults caused by wear and tear are not manufacturing faults.

Timing of faults

Manufacturing faults are expected to become apparent within a reasonable period after delivery. We do not accept responsibility for faults reported after extended use where the item has been worn regularly, its condition has changed over time, or the issue may reasonably be attributed to wear, damage, or lack of care.

Repairs outside warranty

Where damage is not covered under warranty, we may offer a repair service. Repair charges will apply depending on the nature of the work required.

14. Our Rights to End the Contract

We may end the Contract at any time by writing to you if:

•       You do not make any payment when it is due and still do not pay within seven (7) days of us reminding you

•       You do not, within a reasonable time of us asking, provide information necessary for us to make the products

•       You do not, within a reasonable time, allow us to deliver the products or collect them from us

 

If we end the Contract for any of these reasons, we will refund any money paid in advance for products we have not provided, but we may deduct or charge reasonable compensation for our net costs as a result of your breaking the Contract.

15. Liability

Nothing in these Terms limits or excludes our liability for anything for which we cannot lawfully limit or exclude our liability. For example, we do not limit our liability for death or personal injury caused by our negligence, or for fraud. This statement takes priority over the rest of this section and the rest of these Terms.

 

Subject to the above, we are not liable for:

•       Indirect or consequential loss, damage, costs or expenses

•       Loss of business, revenue, contract, data, reputation or profit

•       Loss resulting from incorrect information provided by you

•       Loss arising from misuse or normal wear of the product

•       Losses that are not foreseeable to both you and us at the time you place your order

 

Our total aggregate liability to you in connection with any product will be limited in all circumstances to the price paid by you for that product.

16. Governing Law & Disputes

These Terms are governed by the laws of England and Wales, without limiting any rights you may have as a consumer in your country of residence to the extent those rights cannot lawfully be excluded.

 

If any dispute arises, the parties will attempt to resolve it through discussion in good faith. If they are unable to do so, the courts of England and Wales will have exclusive jurisdiction over any claim relating to the Contract.

17. Other Important Terms

Entire agreement. The Contract constitutes the entire agreement between the parties in relation to its subject matter.

Variation. We may update these Terms from time to time. The Contract may only be varied by the written agreement of the parties (other than in relation to gift cards, where we reserve the right, acting reasonably, to vary the applicable terms).

Assignment. We may transfer our rights and obligations under the Contract to another organisation and will always tell you in writing if this happens. You may only transfer your rights or obligations if we agree in writing.

Third party rights. The Contract is between you and us. No other person shall have any rights to enforce any of its terms.

Severance. Each section of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

No waivers. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you for breaking the Contract, that will not mean that you do not have to do those things, and it will not prevent us taking steps against you at a later date.