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At AOL Special, the smallest detail can make a piece of jewellery unmistakably yours. A chosen name, a personal engraving or a design made for a particular person deserves a thoughtful ordering experience. These purchase terms explain what we provide, what happens when an item is specially made, and how we help if something goes wrong.
We make every effort to describe and picture our products accurately. As the majority of our items are handmade, slight differences from website images may occur in the jewellery received.
Stock and production availability can vary. If an ordered item is unavailable, we will let you know in advance and aim to offer an alternative. Accepting that alternative is entirely your choice.
For high-value items, unusual requests or pieces not generally kept in stock, we may ask you to confirm the specific requirements before the item is commissioned. This additional conversation is intended to ensure that the piece meets your needs.
The prices shown on our website are designed to be accurate and free of hidden charges. Engraving and postage costs, when applicable, are made clear at checkout.
In the event of a mistaken price caused by a technical or human error, we reserve the right to cancel the affected purchase. If payment has already been taken for that item, we will refund it to the original payment method.
We accept all major credit and debit cards through our secure online payment gateway. After the order process is complete, an email confirmation is sent immediately, together with a copy of our returns policy and guarantee.
We hope your choice feels right once it arrives. For items that qualify, we offer a 14-day exchange policy. Please email us within 14 days to arrange an exchange if a non-personalised purchase is not for you. Goods must be unused and returned in the original condition and packaging.
Because bespoke jewellery is made to a customer's individual specifications, unwanted bespoke pieces cannot be exchanged. The same applies to engraved pieces and items returned after the 14-day period. We may therefore contact you before making certain items to check that the requested details are correct.
These exclusions concern unwanted goods. A manufacturing fault is treated differently, including when the item is bespoke or engraved.
We are confident in the quality of our products, but if your purchase is faulty, you may return it within 14 days for a refund or exchange. If a fault develops within the first 30 days after purchase, contact us to arrange the appropriate refund or exchange.
Please allow up to 30 days to receive a refund for a faulty product. If you are exchanging it, please allow up to 28 days to receive the replacement.
We recommend Special Delivery for returns so that the item is protected on its journey back. Return shipping is normally paid by the customer, unless we supplied an item in error or the goods are faulty.
Refer to our Returns Policy for further details. Our guarantee and returns arrangements do not reduce or replace your statutory consumer rights.
Most of the jewellery we sell is made to order. Allow up to 20 days from the order date for delivery. Our aim is for 90% of all orders to reach customers door to door within one to two weeks after payment.
This includes the time required to handmake the piece and to ship it. Modelling, cutting, engraving and plating may all be involved. Orders for diamond-set or bespoke jewellery can take longer, so please allow four to six weeks for delivery.
If an occasion is approaching and timing is important, email us with your requirements. We may be able to assist with an urgent order. An email notification will be sent when your item is received with us. Please also get in touch about any delivery question or difficulty.
We collect information about customers to process orders and to provide the best possible service. We undertake to use that information lawfully, in accordance with the Data Protection Act 1998 and the Web Trader Code of Practice.
Personal details are held securely on our dedicated server with restricted access, and are protected under our internal security policy and the law. We do not make our customer databases available to other organisations or provide customer contact details to third parties for marketing.
We will not email you in future without your consent. You may refuse marketing communications and remove yourself from our marketing list at any time. We will not collect sensitive information without your explicit consent.
We aim to hold accurate, up-to-date personal information. You may email us to find out what information we hold about you; if any detail is inaccurate, we will promptly delete or correct it.
We may use cookies or related technology to follow patterns of behaviour among website visitors. A cookie may be stored in your browser; browsers generally let you prevent this through their settings. The information obtained this way may identify you unless you modify those settings.
The AOL Special store is hosted on our own secure dedicated server with restricted access, rather than sharing server space with numerous other online shops. If you have any concerns about your order, a return, security or privacy, please contact us so we can help you understand the next step.
