Terms of service

Last updated: 23 October 2026

Company Details

This website is operated by THE LAB JEWELLERS LTD.

Company number: 16648622
Registered office: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE
Registered in: England and Wales
Contact email: info@thelabjewellers.com

Throughout these Terms, “THE LAB Jewellers”, “we”, “us” and “our” refer to THE LAB JEWELLERS LTD. “You” and “your” refer to the customer using our website, submitting an enquiry, requesting a quote, placing an order or purchasing from us.

Pricing

All prices shown on this website are in pounds sterling (GBP). The price displayed is the full price you pay — nothing is added at checkout for UK orders. Delivery costs, where they apply, are shown separately at checkout before you pay. The price charged is the price displayed at the time your order is placed, as set out in your order confirmation.

Our Relationship with Shopify

Our store is hosted by Shopify, which enables us to provide our online services to you. Any sales and purchases you make in our store are made directly with THE LAB JEWELLERS LTD, not Shopify. Shopify is not responsible for any aspect of sales between you and us.

How Orders Work

Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise.

Some products may be available to purchase directly through the website. Other products require a written quote before production begins.

For quote-based pieces, no order is confirmed until:

  • we have provided a written quote;
  • you have approved the product specification;
  • you have accepted the lead time;
  • any required deposit or payment has cleared.

For bespoke, custom, personalised or made-to-order pieces, production will not begin until the agreed specification has been confirmed in writing and the required payment has cleared.

Quote-Based Pricing

Most THE LAB Jewellers pieces are priced and available to buy directly through the website. Some — typically larger statement pieces and fully bespoke commissions — are quoted individually rather than priced upfront.

Final price may depend on:

  • metal type and purity;
  • item weight;
  • lab-grown diamond carat, colour, clarity and cut;
  • certification requirements;
  • ring size, chain length or bracelet length;
  • design complexity;
  • hallmarking requirements;
  • production costs at the time of quote.

A written quote is valid only for the period stated in the quote. If no period is stated, the quote is valid for 7 days.

Prices may change after a quote expires due to changes in metal prices, diamond prices, supplier costs or design requirements.

Made-to-Order, Custom and Bespoke Production

Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise.

A made-to-order piece is produced after your order or quote approval, using your selected metal, size, lab-grown diamond specification or other chosen options.

A custom or bespoke piece is produced to your specific request, design direction, reference image, personalisation, sizing, stone choice or other agreed specification.

The statutory 14-day change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Whether the exemption applies depends on the actual specification and personalisation of your order. Making an item after you order does not, by itself, determine whether the exemption applies. We will explain any applicable exemption before you place your order and before the contract is made.

This does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.

Design Deposit, Approval and Payment

Asking about a custom or bespoke piece is free. We will give you an estimated price before you pay anything.

When you are happy with the estimate, a £100 design deposit starts your CAD design. It is taken off the final price of your piece.

Your CAD design includes up to three rounds of changes. Further changes may carry a small charge, which we will always agree with you first.

Any charge retained for design work is subject to your statutory rights. If you ask us to start a separate design service during its cancellation period and then cancel, we may charge only as permitted by law for the work provided. You lose the statutory right to cancel that service after it has been fully performed only if you expressly agreed to it starting and acknowledged that the right would then end.

Production will begin only after:

  • the design/specification has been approved in writing;
  • the required 50% production deposit has cleared.

Your £100 design deposit counts towards the 50% production deposit.

The final balance is due before dispatch, release, collection or delivery.

Lead Times

Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise.

Sterling silver and gold pieces are usually dispatched in around four weeks, which includes UK hallmarking where required.

Custom, bespoke or more complex pieces may take slightly longer depending on design complexity, metal choice, lab-grown diamond specification, certification, hallmarking, supplier availability or customer approval changes.

Lead times are estimates, not guaranteed delivery dates.

We will confirm the expected timeframe in writing before production begins. If a delay occurs, we will update you as soon as reasonably possible.

Delivery time is separate from production time and begins once the item has passed quality control and is ready for dispatch.

Changes After Approval

Once a design, specification or quote has been approved and the required payment has cleared, production may begin.

After production begins, changes may not be possible.

Where changes are possible, they may:

  • increase the final price;
  • require an additional payment before work continues;
  • extend the production lead time;
  • affect the original design, stone availability or material cost.

If a customer requests a major change after approval, we may treat this as a new quote or revised order.

Hallmarking and Certification

Where UK hallmarking law requires it, qualifying precious metal jewellery will be submitted for hallmarking before dispatch.

The current UK hallmarking thresholds are:

  • Silver: 7.78g or more
  • Gold: 1g or more
  • Platinum: 0.5g or more
  • Palladium: 1g or more

Hallmarking may add time to production and dispatch.

Any piece with a centre stone of 1.00ct or over, in silver or gold, includes an individual IGI grading report as standard, at no extra cost.

A piece will only be described as hallmarked or certified where this is accurate and supported by the relevant hallmark, certificate or written supplier/assay evidence.

Delivery

Delivery costs, courier method and estimated delivery timing will be confirmed at checkout or in your written quote.

Production time and delivery time are separate.

Delivery begins only after:

  • the item has been completed;
  • the item has passed quality control;
  • any required hallmarking or certification has been completed;
  • the final balance has cleared.

UK orders will be sent using a tracked and signed-for delivery service.

We deliver to the United Kingdom only at the moment.

We are not responsible for delays caused by courier disruption, incorrect delivery details supplied by the customer, failed delivery attempts or events outside our reasonable control.

If an item is lost or damaged in transit, the customer must contact us as soon as possible so we can raise the issue with the courier and arrange the appropriate next step.

Returns and Cancellations

For goods that do not fall within the exemption for goods made to your specifications or clearly personalised, you may cancel from the time you place the order until 14 days after receiving it. After telling us that you wish to cancel, you have a further 14 days to send the item back. Any statutory extension to these deadlines still applies.

The statutory 14-day change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Whether the exemption applies depends on the actual specification and personalisation of your order. Making an item after you order does not, by itself, determine whether the exemption applies.

We will explain any applicable exemption before you place your order and before the contract is made.

If you wish to cancel, contact us immediately. For an order that falls within this exemption, we may agree to stop work where reasonably possible. Any voluntary refund for an exempt order will depend on the stage reached and documented work or sourcing already completed, subject to your statutory rights.

This exemption does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed, not fit for purpose or not of satisfactory quality.

Production deposits are handled according to the agreed specification, your statutory rights and the work or sourcing completed at the point of cancellation. We will explain any amount retained and the basis for it. Where a statutory right to cancel applies, we will not deduct production or sourcing costs from your refund.

Full cancellation and return details, including design-service cancellation and refund timing, are in our Refund Policy.

Faulty or Incorrect Items

If your item arrives faulty, damaged, incorrectly supplied, misdescribed or not of satisfactory quality, contact us as soon as possible at info@thelabjewellers.com.

Please include:

  • your order number;
  • clear photos or videos of the issue;
  • a short explanation of the problem.

Depending on the issue, we may arrange an inspection, repair, replacement, remake, partial refund or full refund.

Any exemption for goods made to your specifications or clearly personalised does not affect your statutory rights where an item is faulty, incorrectly supplied, misdescribed, not fit for purpose or not of satisfactory quality.

We may ask for proof of purchase before providing a remedy.

Your statutory rights are not affected.

Product Images, Renders and Natural Variation

We aim to show products as accurately as possible through images, renders, CADs, descriptions and written specifications.

Because many pieces are made to order, product images may show an example design rather than the exact finished item you will receive.

The final piece may vary slightly from images, renders or reference pictures due to:

  • hand finishing;
  • stone size and shape;
  • metal choice;
  • ring size or jewellery dimensions;
  • setting method;
  • lighting, screen display or photography.

For custom and bespoke pieces, the written quote and approved specification will take priority over general website images.

We do not guarantee that colours, scale, proportions or finish will appear exactly the same on every device screen.

Customer Responsibilities

You are responsible for providing accurate information when submitting an enquiry, approving a quote or placing an order.

This includes:

  • correct name and contact details;
  • correct delivery address;
  • accurate ring size, chain length, bracelet length or other measurements;
  • clear design references where relevant;
  • any deadline or important date before payment;
  • any relevant wear, allergy or sensitivity concerns.

We are not responsible for delays, additional costs or production issues caused by incorrect, incomplete or late information supplied by the customer.

If a customer supplies stones, jewellery, materials or inherited pieces for redesign, this must be agreed in writing before we accept them.

Limitation of Liability

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

We are responsible for providing goods that match the agreed specification, are of satisfactory quality and are fit for their normal purpose.

We are not responsible for:

  • loss caused by incorrect information supplied by the customer;
  • damage caused by misuse, accidental damage, poor aftercare or normal wear and tear;
  • delays outside our reasonable control;
  • indirect business losses;
  • loss of sentimental value beyond the price paid for the item;
  • damage to customer-supplied stones, materials or inherited pieces unless accepted by us in writing and caused by our negligence.

Our total liability for an order will not exceed the amount paid for that order, except where the law does not allow this limit.

Governing Law

These Terms and any order placed with THE LAB Jewellers are governed by the laws of England and Wales.

If you are a consumer, you may still have legal rights under the consumer protection laws that apply where you live.

If a dispute arises, we will try to resolve it directly and fairly before any formal action is taken.