Wholesale Customers Only
Lucy Kemp Jewellery supplies products exclusively to approved wholesale and trade customers. By placing an order through our wholesale website, you confirm that you are purchasing goods for business purposes and not as a consumer.
As all sales are business-to-business (B2B), consumer cancellation rights, including those provided under the Consumer Contracts Regulations 2013, do not apply.
Handmade Jewellery
All Lucy Kemp Jewellery pieces are individually handmade in our UK workshop using Eco Silver or recycled Sterling Silver and genuine semi-precious gemstones. Due to the handmade nature of our products, slight variations in size, finish, texture, gemstone colour, and appearance may occur and are not considered faults.
Damaged, Faulty or Incorrect Items
Please inspect your order immediately upon receipt.
If any items are damaged in transit, incorrect, missing, or otherwise affected by a delivery issue, you must notify Lucy Kemp Jewellery within 48 hours of delivery by telephone or email.
Please provide your order number and details of the issue. Where appropriate, we may request photographs to help us assess the claim.
Claims relating to shortages, incorrect items, or transit damage reported after 48 hours may not be accepted.
Returns Authorisation
No goods should be returned without our prior approval.
If a return is authorised, we will provide instructions for returning the goods. Unauthorised returns may be refused and returned to the sender.
Faulty Products
If you believe an item has developed a manufacturing fault, please contact us by telephone or email as soon as reasonably possible after the fault is discovered.
We may request photographs or ask for the item to be returned for inspection before determining whether a fault exists.
Where a manufacturing fault is confirmed, Lucy Kemp Jewellery will, at its discretion:
- Replace the item;
- Repair the item where appropriate; or
- Issue a credit note or refund for the affected item.
This policy does not cover damage caused by misuse, accidental damage, normal wear and tear, improper storage, unauthorised alterations, or failure to follow any care instructions provided.
Non-Faulty Goods
As all products are supplied on a wholesale business-to-business basis and many items are handmade to order, Lucy Kemp Jewellery does not accept returns or offer refunds for correctly supplied, non-faulty goods.
This includes, but is not limited to:
- Change of mind;
- Products that have not sold;
- Overstocking;
- Customer ordering errors; or
- Minor variations resulting from the handmade nature of the products.
Made-to-Order and Special Orders
Products made specifically to customer requirements, bespoke orders, customised items, and special production runs cannot be cancelled, returned, or refunded unless they are confirmed to be faulty.
Delivery Issues
All wholesale orders are dispatched using Royal Mail Special Delivery or an equivalent tracked service.
Any delivery issues should be reported to us as soon as possible so that we can investigate with the carrier.
We are not responsible for delays caused by postal services, weather events, industrial action, customs delays, or circumstances beyond our reasonable control.
Refunds and Credits
Where a refund is approved, it will be processed using the original payment method wherever possible.
In some circumstances, we may issue a credit note for use against future wholesale orders.
Refunds and credits will be limited to the value of the affected products only and will not extend to any consequential losses, loss of sales, loss of profit, or other indirect business costs.
Contact Us
For all returns, refunds, and product queries, please contact:
Lucy Kemp Jewellery
Email: wholesale@lucykempjewellery.co.uk
Telephone: (01736) 447440
Website: lucykempjewellerywholesale.co.uk
We pride ourselves on offering friendly, personal service and will always do our best to resolve any issues quickly and fairly.