The Carat Club Terms of Service

Last updated: 9th September 2026

These Terms of Service (“Terms”) apply to your use of The Carat Club website and to purchases of products and services from us.

Throughout these Terms, “The Carat Club”, “we”, “us” and “our” refer to The Carat Club. “You” and “your” refer to the person or business using our website or purchasing products or services from us.

By accessing our website, placing an order or commissioning bespoke or custom-made jewellery, you agree to be bound by these Terms together with our Shipping & Returns Policy, Privacy Policy and any additional terms agreed with you in relation to a particular order.

Please read these Terms carefully before placing an order.

Our online store is hosted by Shopify, which provides the e-commerce platform through which we sell our products and services.

1. Online Store Terms

By using our website or placing an order, you confirm that you are legally capable of entering into a binding contract.

You may not use our website, products or services for any unlawful or unauthorised purpose or use the website in a way that could damage, disable or interfere with its operation.

You must not transmit viruses, malicious code or other material that could affect the operation or security of our website.

We reserve the right to refuse service or cancel an order where reasonably necessary, including in cases of suspected fraud, misuse or unlawful activity.

2. General Conditions

We reserve the right to modify or discontinue products, services, website features or content at any time.

You may not reproduce, duplicate, copy, sell, resell or exploit any part of our website or services without our express written permission.

Nothing in these Terms affects any statutory rights you may have as a consumer.

3. Product Information

We take reasonable care to ensure that product descriptions, specifications, measurements, prices, photographs and other information displayed on our website are accurate.

Diamonds and gemstones are small three-dimensional objects and their appearance can vary according to lighting, photography, magnification and screen settings. We therefore cannot guarantee that colours displayed on your device will exactly represent the colour of the physical stone.

Where dimensions, carat weights or other measurements are stated, minor tolerances may occur unless a particular measurement has been expressly agreed as an essential part of your order.

Where products are sold as calibrated stones, measurements may vary by approximately ±0.04 mm unless otherwise stated.

4. Diamonds, Gemstones & Grading Reports

Our products may include natural diamonds, lab grown diamonds, natural coloured gemstones, diamond melee, matched stones and other loose stones.

Natural gemstones are unique and may display variations in colour, tone, transparency, inclusions and other natural characteristics. Such characteristics do not necessarily constitute a fault.

Certain diamonds and gemstones may be supplied with an independent grading report from organisations such as the Gemological Institute of America (GIA), International Gemological Institute (IGI) or another grading laboratory.

Any such grading report is issued by the relevant independent laboratory and not by The Carat Club. Grading is a professional assessment and opinions may vary between laboratories or graders.

Where a stone is sold with a specific grading report, we will supply the stone corresponding to that report.

5. Stone Availability & Sourcing

Some diamonds and gemstones displayed on our website or through our search tools may be held by third-party suppliers rather than physically held by The Carat Club.

Availability can therefore change quickly and placing an order does not necessarily guarantee that a supplier-held stone remains available until we have secured it.

If a stone becomes unavailable after you place an order, we will contact you as soon as reasonably possible. Where appropriate, we may offer suitable alternatives, but you will not be required to accept an alternative.

If we are unable to fulfil your order and no alternative is agreed, any amount paid for the unavailable item will be refunded.

Information relating to supplier-held stones, including photographs, videos, measurements and grading information, may originate from the relevant supplier or independent grading laboratory.

6. Prices & Payment

Prices are displayed in the currency indicated on our website and may change without notice.

A price change will not normally affect an order we have already accepted.

If we discover an obvious pricing, description or system error affecting an order, we reserve the right to correct the error. If you have already placed an order, we will contact you and give you the opportunity to proceed at the correct price or cancel the affected item for a refund.

Payment must be made using one of the payment methods made available by us.

For bespoke jewellery, specially sourced stones or other custom orders, we may agree a deposit, staged payment or other payment arrangement with you before work begins.

7. Orders

When you place an order through our website and payment is successfully completed, your order will be confirmed and you will receive an order confirmation using the contact details provided.

You are responsible for ensuring that your billing, delivery and contact information is accurate when placing an order.

For diamonds and gemstones displayed through our third-party search tools, availability is subject to confirmation as these stones may be held by external suppliers and can sell or become unavailable before we are able to secure them.

If a supplier-held stone becomes unavailable after you place an order, we will contact you as soon as reasonably possible. We may offer suitable alternative stones, but you will not be required to accept an alternative. If no suitable alternative is agreed, you will receive a full refund for the unavailable item.

We reserve the right to cancel an order in exceptional circumstances, including where there has been an obvious pricing or technical error, payment has not been successfully processed, or we reasonably suspect fraudulent or unlawful activity. If we cancel an order after payment has been taken, the appropriate amount will be refunded.

8. Bespoke & Custom-Made Jewellery

The Carat Club may design and manufacture bespoke and custom-made jewellery according to a customer's individual requirements.

This may include jewellery made to a particular design, ring size, dimensions, stone selection, gemstone arrangement, precious metal, setting style, engraving or other personalised specification.

The relevant specifications will be agreed with you before production begins.

You are responsible for carefully reviewing all information supplied to you and ensuring that details including ring size, stone selection, metal, engraving, dimensions and other specifications are correct before approving the order.

If anything is unclear, you should contact us before providing your approval.

9. Bespoke Design Approval

Depending on the piece, we may provide drawings, photographs, sketches, CAD renders, measurements or other design information for approval.

These are intended to represent the proposed design but may not be exact photographic representations of the finished jewellery. Small differences can occur as part of casting, setting, polishing, finishing and other manufacturing processes.

Once you approve the final design and specifications, we will manufacture the jewellery on the basis of that approval.

Changes requested after approval may not be possible. Where a change can be accommodated after production has begun, additional design, material, labour or manufacturing charges may apply. Any additional costs will be discussed with you before the change is made.

10. Bespoke Returns & Cancellations

Bespoke and custom-made jewellery that is made specifically to your agreed specifications or clearly personalised for you cannot be returned or exchanged because you have changed your mind.

Once you have approved the final specifications and production has begun, the order cannot normally be cancelled for change of mind.

If you request a change or cancellation before completion and we agree to it, any refund will take into account work already undertaken and reasonable costs already incurred in connection with your order.

This does not affect your statutory rights. If bespoke jewellery is faulty, not as described or does not conform to the specifications agreed with us, please contact us and we will deal with the matter in accordance with your statutory rights.

11. Ring Sizes & Resizing

Where a ring is made to a size supplied or approved by you, it is your responsibility to ensure that the requested ring size is correct.

If you are unsure of your ring size, please contact us before approving the order.

Where a bespoke ring has been correctly manufactured to the size requested but subsequently requires resizing, this is not considered a product fault.

Some designs, gemstones, settings and materials may limit whether or how much a ring can safely be resized.

Where resizing is possible, additional charges may apply and these will be discussed with you before work is carried out.

12. Lifetime Warranty for Bespoke Jewellery

Our custom-made jewellery is provided with a lifetime warranty for the original purchaser, giving you ongoing support and care for your piece.

Our lifetime warranty includes:

• repair of manufacturing defects;
  
• complimentary cleaning and professional polishing, which we generally recommend every 2–4 years depending on wear;
  
• complimentary claw checking and tightening where required; and
  
• one complimentary ring resizing within the first year from the date of delivery, where the design allows the ring to be safely resized.
  

The lifetime warranty covers manufacturing defects but does not cover damage resulting from normal wear and tear, accidental damage, misuse, loss, theft, improper care, or damage caused by work, repair, resizing or alteration carried out by another jeweller or third party.

Diamonds and gemstones can become damaged or lost as a result of impact, wear or damage to their settings. Loss of or damage to a stone is not covered by the lifetime warranty unless it results from a manufacturing defect.

Cleaning, polishing, claw tightening and other warranty services are subject to inspection of the jewellery. If additional repair work is required that is not covered by the warranty, we will let you know and provide details of any applicable charges before carrying out the work.

The complimentary resizing within the first year is subject to the design, setting, materials and construction of the piece. Some rings cannot be safely resized, or may only be resized within certain limits.

Customers are responsible for securely returning jewellery to us for warranty services and for any applicable postage, delivery or insurance costs unless we agree otherwise.

This warranty is provided in addition to your statutory rights and does not affect any rights or remedies available to you under applicable consumer law.

13. Production & Delivery

Production times provided for bespoke jewellery are estimates unless we expressly agree a guaranteed completion date with you.

Bespoke manufacture may involve several stages including design, stone sourcing, casting, setting, hallmarking where applicable, polishing and quality control.

If you require a piece for a particular date, such as a wedding, birthday or anniversary, please tell us before approving the order so we can confirm whether the required timescale is achievable.

Delivery options, estimated delivery times and applicable charges will be displayed at checkout or communicated to you before an order is agreed.

For bespoke orders, the production period is separate from the delivery period.

Further information is available in our Shipping & Returns Policy.

14. Returns & Refunds

Return and cancellation rights depend on the type of product purchased and the circumstances of the purchase.

Eligible standard products purchased online by consumers may be subject to statutory distance-selling cancellation rights.

Goods that are made to a consumer's specifications or clearly personalised are excluded from the normal change-of-mind cancellation right where permitted by law.

Details of our return procedure, applicable time limits and return instructions can be found in our Shipping & Returns Policy.

Nothing in these Terms or our Shipping & Returns Policy affects your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

15. Faulty, Damaged or Incorrect Goods

If you believe an item you have received is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible at info@thecaratclub.co.uk.

Please provide your order details and, where appropriate, photographs or other information showing the issue.

Consumers have statutory rights in relation to goods supplied by a trader, including rights relating to goods being of satisfactory quality, fit for purpose and as described.

Nothing in these Terms seeks to exclude or restrict those rights.

16. Third-Party Tools & Links

Our website may provide access to third-party tools, services, search technology or links to third-party websites.

Where third-party technology is used to display diamonds, gemstones or other inventory, information may originate from the relevant supplier or service provider.

We are not responsible for the content or operation of independent third-party websites.

Where you purchase a product from The Carat Club, the use of third-party technology or suppliers does not remove our responsibilities to you in relation to that purchase.

17. Intellectual Property

The content of our website, including our branding, text, graphics, photographs, product descriptions and other material created by or for The Carat Club, is protected by applicable intellectual property laws.

You may not reproduce, distribute, commercially exploit or republish our content without our permission except where permitted by law.

Bespoke designs, CAD drawings and other design materials created by us remain our intellectual property unless otherwise expressly agreed in writing.

18. Personal Information

Your submission and use of personal information through our website is governed by our separate Privacy Policy.

Please refer to our Privacy Policy for further information about how we collect, use and protect personal information.

19. Errors, Inaccuracies & Omissions

Occasionally our website may contain typographical errors, inaccuracies or omissions relating to product descriptions, specifications, pricing, promotions, delivery charges, delivery times or availability.

We reserve the right to correct errors, inaccuracies or omissions and to update information where necessary.

If an error materially affects an order you have already placed, we will contact you before proceeding where appropriate.

20. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any statutory rights that cannot legally be excluded.

For consumers, our responsibility to you will be determined in accordance with applicable law.

If you purchase from us wholly or mainly for business purposes, we will not be responsible for indirect or consequential business losses, loss of profit, loss of revenue or loss of business opportunity to the extent that such liability may lawfully be excluded.

21. Governing Law

These Terms and any contract between you and The Carat Club are governed by the applicable laws of the United Kingdom.

If you are a consumer, you retain any mandatory legal protections that apply to you and nothing in these Terms is intended to restrict any rights you have under applicable law.

22. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, website, products, services or applicable law.

The version that applies to an order will generally be the version in force when the relevant contract was made.

The latest version of these Terms will be available on our website.

23. Contact Information

If you have any questions regarding these Terms, our products or an order, please contact us at:

The Carat Club

Email: info@thecaratclub.co.uk

You can also contact us using the contact details provided on our website.