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SHOPPING POLICY

Customer satisfaction is important to us. It is essential you understand our online shopping policy before entering any transaction on this website. Please make sure to read these  Terms & Conditions  before making a purchase from this site.

If you have any questions, please do not hesitate to contact our online customer service team.

United Kingdom
Tel: +44 207 240 6754
 

Email: uk@carat.co

United States & Rest of the World 
Tel: +1 646 502 8587 or +852 2868 4688

Email: shop@carat.co

 

Returns, Exchanges, Cancelations and Repairs Policy (For the CARAT* online store only)

Items shipped to us for Returns Exchanges, Cancelations, and Repairs will be examined for damage caused by wear and tear and customer negligence.

Goods found to be damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt or additional workmanship by other jewellers are non-returnable and non-refundable.

Returns

If you find that what you receive is not what you wanted, CARAT* is happy to provide you with a refund (not inclusive of shipping costs).

PLEASE NOTE:

Security tags are placed on the cases of all CARAT* loose stones. If these security tags are removed or damaged, a refund or exchange will not be granted.

Refund

Please follow the steps below for returns and refunds:

  1. Email us within seven days after you receive the merchandise and let us know what items you would like to return. We will reply with a return authorisation number and a return address.Notify us via email at : shop@carat.co
  2. Return items via a traceable carrier (Local Courier, Fedex, DHL, UPS) within seven days of receiving our return authorisation number. (Shipping time will not be counted as part of the return time.) We suggest that you clearly write the return authorization number clearly on all shipment-related paperwork.

     

    PLEASE NOTE:

    Each item must be returned in the condition that it was sent and must include all the original packaging and collateral material.

    For your protection, please insure the package for the full amount of the invoice plus shipping charges. It is best to avoid writing “jewellery”, “diamonds” or other luxury-related words anywhere on the package, as this invites possible theft. Instead, we suggest you write "fashion accessories." CARAT* is not responsible for items lost or damaged during shipping.

  3. Upon receipt of return packages, we will send you an email to confirm their arrival. If the item is found to be in perfect condition, you will be credited with the cost of the goods less the delivery charges. Note: Refunds can take between five to ten business days depending on your method of payment.

    Goods found to be damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt or additional workmanship by other jewellers are non-returnable and non-refundable.

    PLEASE NOTE:

    Items purchased online via caratlondon.com can only be returned online and are not eligible for return at CARAT* retail points of sale.

    Only a maximum of three items per transaction can be refunded.

    Because of sizing costs, the return of rings is subject to refund minus a 10% restocking fee. All other returned items will receive a full refund, provided that all requirements are met. Return shipping is payable by customers.

Exchanges

CARAT* understands if you would like to exchange your item for something else. For all exchanges, no re-stocking fee will be charged. CARAT* would like to help you choose something that meets your expectations, so please contact us if you need assistance.

Follow these steps to claim an exchange:

  1. Email us within seven days after you receive the merchandise and let us know what items you would like to exchange. We will reply with a return authorisation number and a return address.Notify us via email at : shop@carat.co

  2. Return items via a traceable carrier (Local Courier, Fedex, DHL, UPS) within seven days of receiving your return authorisation number (Shipping time will not be counted as part of the return time).

  3. Go online and make a new order for an item of equal or greater value. Notify us of your new order number and the tracking number of the old item.

  4. We will refund the amount of the item(s) returned to your payment account upon receipt of your package and once your new order has been processed. Note: Refunds can take between five to ten business days depending on your method of payment. The method of payment that was originally used for the purchase will be credited with the cost of the goods less the charges for delivery.

    Each item must be returned in the condition as it was sent and must include all the original packaging and collateral material. Goods damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt, or additional workmanship by other jewellers will not be accepted.

    PLEASE NOTE:

    For all loose stones, if the security tag is removed from its case or damaged in any way, it will not be eligible for an exchange.

    Items purchased online from caratlondon.com may only be exchanged online and are not eligible for exchange at CARAT* retail points of sale.

Repairs

All our jewellery is designed and hand assembled with the highest quality by master jewellery craftsmen. Customers are suggested wear and care their jewellery in the same way they would to fine jewellery. Our warranty only covers damage not caused by accidents, inappropriate use, or wear and tear; as stated on the guarantee card. Small repair fees may be charged if there is proof of artificial damage. Stone charges may also apply to items that have lost stones due to negligence.

In regards to ring sizing, if you find that your ring is not the right size, please send it back to us within 30 days for a one-off free resizing service. (Please note: this does not apply to eternity bands).

Follow these steps if you require repair services:

  1. Email us to notify us of the problem and a customer service representative will respond to your enquiry as soon as possible. If possible, please send pictures of the problem. Notify us via email at : shop@carat.co
  2. We may ask you to ship the item back to us for inspection. If this is the case, you will be provided a pre-approved repair authorisation and a return address.

    Send the package via a traceable carrier (Local Courier, FedEx, UPS, DHL), so that you can track your package, if necessary. Note: Unless it is an item returned for repair, you will be responsible for arranging to have the item returned to us (delivery charges may apply).

  3. Following inspection of the item, we will repair the item if they are found to be faulty and will return it to you as soon as we can.

    If we deem the item damaged due to fair wear and tear or customer negligence, we can offer to repair it at your cost or you may opt to have it shipped back to your address (delivery charges will apply).

  4. Remember to state “item return for repair” on the commercial invoice of the shipment in order to request exemption of any potential duplicated tax and duties on the order.

    Please note any other additional information.

Payments

You can use a credit card, debit card and Paypal  to pay for your purchase. 

24-Hours Cancellation

In cases where you change your mind after placing an order, please notify us immediately by emailing shop@carat.co to cancel your order. Include your order number, name, order amount and currency. It is required that you send the email within 24 hours, as we may not be able to process the cancelation once the order has shipped. If an order is canceled after more than 24 hours, a 10% restocking fee will be charged on ring orders.

14K & 18K Rings

As CARAT* 14K and 18K Gold items must be custom made, it is for this reason that 14K and 18K Gold items are non-returnable, non-refundable, and non-exchangeable. Please read the Terms & Conditions, prior to making your purchase. For more assistance, please contact us at shop@carat.co.

Customs & Sales Tax

United Kingdom & European Countries

Prices shown online are inclusive of VAT. Orders are dispatched from United Kingdom.

United States & Rest of the World

Prices shown on the website in USD, AUD and HKD are exclusive of VAT or GST.  The order will be dispatched from Hong Kong. CARAT* ships on a DDU (Delivery Duty Unpaid) basis. This means that no taxes and duties are included in the final purchase price. Instead, when your order arrives you will be invoiced for these costs directly by our shipping partner, Fedex. As a recipient, you are liable for all import duties, customs and local taxes levied by the country you are shipping to and payment of these duties is necessary to release your order from customs upon their arrival. We suggest that you call FedEx to obtain a landed cost estimate before accepting these shipping terms and conditions. For more information, please email us at shop@carat.co

Order Confirmation

If your order is processed successfully, you will receive an email from us as your proof of purchase.

On Sale Items

Sale items are guaranteed the mounting workmanship for 30-day period. We will confirm stock availabilities within seven days of your order. Unsuccessful orders will be refunded accordingly. 

Promotion offer to buy three sale items and receive 10% off extra is valid online only and on selected items. Extra 10% off will be reflected during checkout. No adjustments for prior and pending orders. Promotion offer cannot be used in conjunction of any other online promotions.