Customer Service

• Shipping & Delivery
• Privacy & Security
• Returns & Replacements
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information

Shipping & Delivery

At De Marsac's we wish for your special purchase to arrive in perfect condition.  Therefore, delivery will be made by our insured courier service and will reach you within 1-7 working day*. *If your item has to be ordered direct from suppliers and we are unable to despatch your order within our "normal" 1-7 day delivery, we will contact you to discuss and adivse

Delivery Charges
Please see below for our delivery charges:

Please Note: We can only deliver to customers within the UK. All orders must be signed for upon receipt.

Estimated Delivery Times

Please Note: All delivery times mentioned are subject to stock availability. Delivery times are extended over bank holidays and maybe extended as the result of any adverse weather conditions that are beyond our control.

To help fight online fraud De Marsac Jewellers is pro-active in recognising fraudulent transactions, our checks are essential and completed for each and every transaction to protect the security of both our customers and our business.

From time to time we may contact you by phone or e-mail to request additional proof of identity before we dispatch your order, where possible we will endeavour to conduct our security checks inside our delivery service level agreement.

If you wish to discuss this further, please do not hesitate to contact us on (+44) 01494 673716. (calls charged at local rate)

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Privacy & Security

.At De Marsac Jewellers, our commitment to exceptional customer service and value means we respect and protect the privacy of our customers.  To help us provide the best possible service, we may collect and maintain certain information regarding, for example, the products you purchase, and your billing and delivery information.  However, we protect and enforce the confidentiality of this information very strictly, and under no circumstances will sell or rent it to other businesses or third parties.  We repect you privacy and do all we can to honour the trust you place in De Marsac Jewellers.

We currently only send emails to customers who hace asked us to send them information about our products and services.  If you have asked for such emails in the past, but have now changed your mind, just email us and let us know.  We'll remove your details from our emailing list.

Returns & Replacements

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Faulty items

The procedures set out here to cancel an order or return an item do not affect your right to reject faulty goods. Further information can be found at www.consumerdirect.gov.uk. If you do receive a faulty item, please follow one of the procedures outlined in our Returning an item section.

Please note that certain items cannot be returned unless De Marsac Jewellers is at fault.

These are personalised or engraved items.

Returning an item

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 order and we will send you pre-paid labels so you can return them for free. Goods must be returned in their original condition, including immediate packaging, and a return slip (see below) within the cooling off period.

We accept refunds or exchanges of pierced items in original packaging. If you would like to return your purchase 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 refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.

Return by post

You can return unwanted items to us by post free of charge within 14 days (refund) / 30 days (exchange) using our downloadable return slip.

Please click the link for your returns slip.  Downloadable Return Slip


You will be refunded on the credit/debit card you used to place the order within 28 days.

1.  Contact our Sales team on 01494 673716* or complete our online returns form.

2.  We will send you pre-paid labels to attach to your parcel so that postage will be free for you.

3.  Place the item into its original presentation box and make sure that the parcel is sealed securely. You should also place a copy of your despatch note into the parcel.

4.  If the item is in its original condition, we will refund the payment card used to place the order.

5.  If you wish to exchange your item, you will need to return it to De Marsac The Jewellers store or return by post with the downloaded return slip stating the item you wish to exchange for with it's item code or description if known.

*Calls are charged at local rate and may be recorded. Our lines are open 9.30am-5pm Monday to Friday and 10am-4pm on Saturday.

Returning a gift

Cash refunds for gifts can only be made to the payment card used to purchase the goods. If you buy a gift online, the recipient will not be able to get a cash refund if they want to return the item. If a recipient does want to return a gift, we will exchange it for another item or a credit note to the value of the gift, at any De Marsac The Jewellers store within the cooling off period.

Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.


Cooling off period

When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 14 days (refund) 30 (exchange), which includes any statutory cooling off period.

This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 14 days for refund and 30 days for an exchange after the day following delivery of the goods.

Certain items are excluded from the cooling off period guarantee, unless De Marsac Jewellers is at fault. These are personalised or engraved items.

Cancelling an order before despatch

If you change your mind after placing an order, you can cancel it at any time before we despatch it by telephoning us. You will need to give as your name and address details, as well as your order number.

Ordering

We have taken care in presenting the products on our website as accurately as possible. The images you see will depend on your monitor's display and colour capabilities. We are therefore unable to guarantee that the product images you see are an accurate representation of the actual merchandise. Before you place an order you should read the following: Orders, Delivery Information and Returns Policy. These pages form part of these terms and conditions and contain important information about your order.

Payment, Pricing & Promotions

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi luctus. Duis lobortis. Nulla nec velit. Mauris pulvinar erat non massa. Suspendisse tortor turpis, porta nec, tempus vitae, iaculis semper, pede. Cras vel libero id lectus rhoncus porta. Suspendisse convallis felis ac enim. Vivamus tortor nisl, lobortis in, faucibus et, tempus at, dui. Nunc risus. Proin scelerisque augue. Nam ullamcorper. Phasellus id massa. Pellentesque nisl. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Nunc augue. Aenean sed justo non leo vehicula laoreet. Praesent ipsum libero, auctor ac, tempus nec, tempor nec, justo.

Viewing Orders

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi luctus. Duis lobortis. Nulla nec velit. Mauris pulvinar erat non massa. Suspendisse tortor turpis, porta nec, tempus vitae, iaculis semper, pede. Cras vel libero id lectus rhoncus porta. Suspendisse convallis felis ac enim. Vivamus tortor nisl, lobortis in, faucibus et, tempus at, dui. Nunc risus. Proin scelerisque augue. Nam ullamcorper. Phasellus id massa. Pellentesque nisl. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Nunc augue. Aenean sed justo non leo vehicula laoreet. Praesent ipsum libero, auctor ac, tempus nec, tempor nec, justo.

Updating Account Information

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi luctus. Duis lobortis. Nulla nec velit. Mauris pulvinar erat non massa. Suspendisse tortor turpis, porta nec, tempus vitae, iaculis semper, pede. Cras vel libero id lectus rhoncus porta. Suspendisse convallis felis ac enim. Vivamus tortor nisl, lobortis in, faucibus et, tempus at, dui. Nunc risus. Proin scelerisque augue. Nam ullamcorper. Phasellus id massa. Pellentesque nisl. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Nunc augue. Aenean sed justo non leo vehicula laoreet. Praesent ipsum libero, auctor ac, tempus nec, tempor nec, justo.