Policies

Here at Nico Caul we believe in presenting the necessary legal terms and conditions in plain English and to avoid “legalese” where possible. That being said, if there is anything on this page that you need assistance with just get in touch at customersuport@nicocaul.com

Overview

Firstly, we would like to stress that at Nico Caul we recognise that if you are purchasing a product out of our range that you have likely suffered Grief, stress and trauma. Alternatively, this could be a special gift. In either case all of our products are sold with the upmost care and attention and we understand you may not want to be greeted with a page full of jargon. We will aim to keep these Terms and Conditions as short and basic as possible. However, by ordering from Nico Caul (referred to as "the supplier" or "Nico Caul" or  "us" or "we" during this page) You are deemed to of understood and agreed to these terms.
 

Orders

Upon completion or order and payment you will receive a confirmation email to acknowledge we have received and accepted your order. The contract between us and the customer will only exist on receipt of the confirmation email. We will only dispatch the items listed within the email contract confirmation unless otherwise stated by us. (Sometimes we will to add freebies!)
 

Ordering Errors

You can make amendments to your order up until you have submitted and paid at checkout. We do ask that you take the time to check your order once, twice, three times. However, we understand that mistakes happen. As soon as you notice a mistake within your order we ask you get in touch urgently. We reserve the right to supply the order as requested in the email contract. Refunds and amendments will be based on the stage of process the order is at. We do not take responsibility for ordering errors.
 

Pricing

We reserve the right to change our prices immediately as and where required. Please be aware that the prices displayed on our site include Value Added Tax (VAT) where applicable but exclude delivery costs, which will be added to the total amount due. The applicable delivery costs will be clearly displayed during the checkout process. Due to the large number of products on our site, it is always possible that some of the products listed on our site may be incorrectly priced, despite our best efforts. If we discover there is a pricing error, we will normally, at our discretion, either:
(i) contact you and give you the option of reconfirming your order at the correct price or cancelling it; or
(ii) reject your order and notify you of the rejection.
 

Payments

We accept payment with the following credit or debit cards: Visa credit and debit cards, MasterCard credit and debit cards, Switch/Maestro debit cards, Visa Electron cards. By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. All transactions will be in pounds sterling. Non-UK credit card providers and banks will determine the exchange rates to be applied and may add an additional processing or administration charge in relation to such payments which non-UK card holders will be liable to pay. Your chosen method of payment will be charged at the time your order is submitted. If we reject or cancel your order for any reason this charge will be credited back to the same card or account (as applicable).
 

Delivery

We reserve the right to select the most appropriate delivery option to suits our needs. Although we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses, delivery to these locations may take a little longer. When you have chosen the products you want to buy from us, the delivery address will default automatically to the billing address you have entered for your payment card. If you want us to deliver your order to a different address, you can choose this option as you go through the checkout process.

Customers accept that any timescales provided are a guide only and that they will be notified via email when their items have been dispatched. Nico Caul will not be responsible for delays caused by their couriers or any other matters outside of our control. Where possible a tracking number will also be provided for your convenience. International customers should contact us directly for an estimated delivery time. We will always do our best to dispatch your items in the quickest time possible but this is dependent on stock availability and product combinations you have selected.

Our delivery partners are employed to delivery our items to the delivery address. This does not necessarily mean that the parcel will be handed to the individual that ordered. Customers accept that our delivery partner may leave the item with anybody at the requested delivery address. Customers also accept that our delivery partner may leave the item in a “Safe place” and this may be with a neighbour.

In the event of a non-delivery; where the item is left with a neighbour or is returned to the local delivery office, the customer is required to make contact with them in the first instance. A card should be left in this situation, but Nico Caul will be unable to assist until the initial contact is made with the customers neighbour or local delivery office.

All items that are updated by our delivery partners as “Delivered” will be classed as a successful delivery until proven otherwise. Although a signature may not be required all our deliveries will be tracked using GPS co-ordinates. In the event of a non-delivery dispute we will obtain these GPS co-ordinates from our delivery partner and will conduct a thorough investigation. We take postal fraud and theft very seriously and will pursue suspects if required.
 

Returns, Refunds and Replacements

We want you to be absolutely delighted with your Memorial Jewellery from Nico Caul and we are sure you will be. However, as all of our jewellery is custom made with your loved one’s ashes, locks of hair or photos, we cannot offer exchanges or refunds unless
a) the product does not match the order, or
b) the product is faulty

If your item is faulty or damaged it will be replaced or refunded no questions asked. Please note, we take photos of every item at every stage of the process to ensure excellent practice and to ensure faults do not occur, but these are here in the very rare instance that a fault may occur. We will be responsible for the shipping, if necessary, unlike most companies in this circumstance. We do not accept returns of personalised items. Please contact us within 3 days of receipt. We do not accept returns, under any circumstances of any items that have been filled with remains.
 

Sentimental Value

At Nico Caul we really do understand the sentimental value of the product range we have available. However, we need to make you aware of the risk of loss, theft or damage to each product. We accept no responsibility for this.
 

Contacting us

We handle most of our contact with our customers by e-mail. This is so that we can keep our overheads to a minimum allowing us to pass on the savings to you. Rest assured that whenever a customer contacts us you will receive a prompt reply with no pointless delays, and no impersonal machine-generated responses to your questions. In many cases, e-mail support exchanges with customers are conducted over a period of minutes rather than hours. In the worst-case scenario, you'll hear from us within 48 hours. If your questions warrant a telephone response we will arrange an convenient time with you. If your enquiry is very urgent, please contact us by telephone. You can also contact Nico Caul using the "Contact Us" page on our website and submitting a form where we will be in touch.
 

Remittance Terms

Full payment will be required to be received by us prior to work starting / shipping.
 

Engraving

Most of our Pendants can be engraved. The amount of engraving is subject to the free space available on each specific item. We promise that we will faithfully replicate the words, letters, number and characters you send to us. However, we cannot be responsible for any errors in the information you may send to us such as spellings, capitalisation, punctuation, bracketing etc. Please also be aware that emojis and other signs and symbols do not constitute as characters and are not allowed. They do not replicate the same way on a desktop computer as they do on a mobile phone. For instance, if your engraving on a mobile says, ‘Love You Mum (heart emoji icon)’ on a desktop it would display as ‘Love You Mum ???’ on our desktop system. We will not be held responsible for engraving errors due to emojis as we simply copy and paste the customers engraving requirements.
 

Sizing

Sizing of rings are entirely your responsibility. Whilst we provide a ring sizer if requested for your convenience, we recommend that you seek professional assistance in ensuring the correct size has been measured. Many local jewellers are happy to provide this service however you may find that some may ask for a small fee or a charity donation. Whilst we can make sizes that fall out side of our standard sizes listed on our website there will be additional waiting times. These stated times are approximate. Nico Caul accept no responsibility for the sizing choice made at ordering.
 

Entire Agreement

We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.
 

Our right to change these terms and conditions.

We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.
 

Cancellation by Nico Caul

We reserve the right to cancel any order with or without notice that does not comply with our terms and conditions. Or for and of the following reasons:

- We suspect you have engaged, or are about to engage, or have in anyway been involved, in fraudulent or illegal activity on the site.

 - Multiple order return level. No further orders will be fulfilled.

- The item you have ordered is unavailable and we are unable to contact the customer.

- Rude or abusive customers! Please be kind!

- Ordering on behalf of a company and acquiring a profit, this in not allowed!....Please contact us for a trade account.

- We believe that you are impersonating another person or entity.
 

Cancellation or amendments

You must inform us immediately should you wish to cancel or amend your order. Any order that has already been personalised or specially ordered in (solid gold or platinum) can not be cancelled or amended. Customer order errors, such as ordered 2 of the same item when only required 1, will only be refunded subject to the above terms, in addition to a 50 pence charge, which is a refund charge acquired by our payment provider.