Policies

Below you will find the privacy, refund and delivery policies for Ruby and Jack Design. Ruby and Jack Design retain the right to amend the policies when they see fit. If in doubt feel free to contact us.

Privacy Policy

Our contact details

Name: Jacqueline Denham

Address: Springfields, Lopcombe Corner, Wiltshire, SP5 1BX

E-mail: jack.denham@hotmail.co.uk

The type of personal information we collect

We currently collect and process the following information:

Personal identifiers, contacts and characteristics (for example, name and contact details)

How do we get personal information and why do we have it?

Most of the personal information we process is provided to us directly by you for one of the following reasons:

To enable order fulfilment
To complete financial transactions

We use the information that you have given us in order to ensure prompt fulfilment of orders and to execute payment processing, and where applicable refunds.

We do not share this information.

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:

(a) Your consent. You are able to remove your consent at any time.

You can do this by contacting us at the above details.

(b) We have a contractual obligation.

(d) We have a vital interest.

(e) We have a legitimate interest.

How we store your personal information

Your information is securely stored.

We keep personal information from the receipt of an order to the fulfilment of the order. We will then dispose your information by deleting it from all information systems on which it has been held.

Your data protection rights

Under data protection law, you have rights including:

Your right of access - You have the right to ask us for copies of your personal information.

Your right to rectification - You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances.

Your right to object to processing - You have the the right to object to the processing of your personal information in certain circumstances.

Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at the details above if you wish to make a request.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at the above address. You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow Cheshir

SK9 5AF

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk

Refund Policy

Pendants, chains, brooches, cuff bangles, bracelets, and sculptures

We hope you are pleased with your purchase, however if you wish to make a return, we will be happy to offer a full refund or exchange a product provided it hasn’t been worn and is in a fully saleable condition. Returns should be made within 14 days of the delivery date and in original packaging. Please contact me first before you post so I can expect a return and look out for it.

Earrings

Earrings are non-refundable due to hygiene and safety.

Bespoke orders

Private bespoke orders and commissions are non-refundable.

Damaged or faulty orders

If damage has occurred through postal mishandling, if possible, please take photos as soon as you open the package. This will help me file a claim. Likewise, if you believe your item to be faulty, please contact me as soon as possible with clear photos of the damage so I can support your needs.

Unless damaged or faulty, buyers are responsible for return costs. Please ensure you obtain proof of postage and that the item is packaged well to avoid any postal damage on its return to me.

If your item arrives damaged or faulty and you wish to return, once I have received the return a refund of your postage costs will be refunded via paypal.

Delivery Policy

Processing your order

As soon as I receive your order, I will begin processing it. All orders are made by me on request and the making time is as follows:

Earrings: 3 -4 days

Pendants: 3-4 days

Chains: Please allow up to 10 working days. If the chain is made with sterling silver and requires hallmarking * then, please allow 28 working days.

Sculptures: please allow up to 10 working days

* By law any silver item weighing over 7.78 grams requires hallmarking. Once I have made the chain and if the silver content is over 7.78 grams then I will send it to the Birmingham Assay office for hallmarking. This is usually 7 to 10 days turnaround.

If an item does require hallmarking, it will be noted on its shop listing. The hallmarking requirement is a reassurance for the customer that the item is in fact fully sterling silver and not silver plated or other metals.

If an order is urgent, please contact me so we can arrange for you to receive it sooner if possible.

Postage UK free delivery

Items will be sent free delivery first class Royal Mail. Except for sterling silver chains that will be sent ‘Special Delivery, to be signed for’ due to its higher value.