Terms & Conditions

1. Introduction

1.1 These are the terms and conditions under which Dove House London Limited (‘we’, ‘us’ and ‘our’) will provide products and/or services to you.
1.2 Dove House London Limited is a company registered in England and Wales. Our company registration number is 15178099, with our registered office located at Premier House 5th Floor, 12 – 13 Hatton Garden, London, United Kingdom, EC1N 8AN.
1.3 You can reach us via email at contact@dovehouselondon.com or by calling +44 7432 561154. Correspondingly, if we need to communicate with you, we will do so via email or phone, using the details provided during the registration process or order placement.
1.4 Please review these terms and conditions carefully before submitting your order. They explain who we are, our approach to delivering products and/or services, procedures for altering or terminating the contract, how to address issues, and other pertinent information.

2. Our Bespoke Order Process

2.1 Our acceptance of your bespoke order will occur when we email you to confirm it, signifying the establishment of a contract between you and us.
2.2 We will commence work only upon receipt of (i) your written confirmation of design approval and (ii) a 50% deposit by bank transfer to our bank account, details of which shall be notified to you (which shall be non-refundable save as otherwise set out in these terms and conditions).
2.3 Should you wish to modify the design post-approval and receipt of the 50% deposit, we will endeavour to accommodate your requests, albeit subject to additional charges. The extent of these charges will vary depending on the stage of production. We will furnish you with a written notification detailing the cost of requested changes post-design approval, proceeding with work only upon full payment.
2.4 While we strive for precise adherence to the approved design, minor variations may arise in the final product due to the handmade nature of our bespoke products. Such variations, integral to the craft, do not indicate product defects.
2.5 Payment for bespoke products solely covers the finished product. You do not acquire any intellectual property rights pertaining to the design or associated drawings. All intellectual property rights pertaining to the final product remain with us.
2.6 Within one year of receipt of full payment, you are entitled to one complimentary resize and one complimentary clean and polish of your bespoke product.

3. Collection or Delivery

3.1 We will liaise with you to agree upon a collection date, typically within six to eight weeks from order acceptance.
3.2 Should you not be able to collect, we can arrange for the order to be delivered to your address at your cost. Should you not be available at your address for delivery, a note will be left at your property advising on re-delivery or collection from a local depot.
3.3 We accept no liability for any loss or damage once the product has left our office and advise that the product is insured by you prior to collection or delivery.
3.4 Failure to collect products as agreed or to arrange re-delivery post-failed attempts may incur additional charges. In the event of our inability to contact you or arrange delivery despite reasonable efforts, we reserve the right to terminate the contract, in accordance with clause 5.
3.5 Ownership of a product transfers to you upon collection by (i) you or (ii) the relevant postal service.

4. Termination of Contract

4.1 Your right to terminate the contract depends on the nature of the purchased product, its condition, our performance, and the reason for termination:
4.1.1 In the event of a faulty or misdescribed product, you may exercise legal rights to request a repair or replacement in accordance with clause 6.
4.1.2 In the event that contract termination is prompted by our actions or communications, such termination shall be governed by clause 4.3.
4.2 In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we are unable to accept the return of products which are bespoke or made to your specification.
4.3 If you terminate the contract because there is a risk that the supply of your product may be significantly delayed due to (i) a force majeure event (such as acts of God, natural disaster, imposition of sanctions or any law or action taken by a government or public authority) or (ii) an unforeseen inability to make your product in accordance with the agreed design, we will refund your advance payments in full.
4.4 Contract termination before receipt of full payment, and where we are not at fault and you haven’t changed your mind, is possible but will incur compensation charges.

5. Our Rights to End the Contract

5.1 We reserve the right to terminate the contract if you fail to facilitate product collection or delivery within a reasonable timeframe.
5.2 In case of contract termination as set out in clause 5.1, we will not refund any advance payments made by you for undelivered products.

6. If there is a problem with the product

6.1 For enquiries or complaints regarding products, please contact us. Reach us by phone at +44 7432 561154 or via email at contact@dovehouselondon.com.
6.2 Slight deviations from approved bespoke designs do not constitute product faults.
6.3 Nothing in these terms and conditions affects your legal rights in respect of products which are defective.

7. Price and Payment

7.1 Despite our best efforts, pricing errors may occur. We will notify you of any discrepancies, adjusting the price accordingly.
7.2 Payment for bespoke products is accepted via bank transfer only, with a 50% deposit due on order confirmation and the remaining 50% due prior to collection or delivery.
7.3 Late payments will incur interest at 4% above the Bank of England’s base lending rate from time to time, but at 4% a year for any period when the base rate is 0% or below.
7.4 Report invoice discrepancies promptly to avoid interest charges while the issue is being resolved.

8. Miscellaneous

8.1 This contract is solely between you and us. No third party shall have any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any provisions of these terms and conditions.
8.2 Each clause operates independently. The invalidity, illegality or unenforceability of any provisions of these terms and conditions shall not affect the continuation in force of the remainder of these terms and conditions.
8.3 No variation of these terms and conditions shall be valid unless agreed in writing.
8.4 Our failure to enforce immediate compliance or delay in doing so does not waive our rights under these terms and conditions.
8.5 When referring to ‘writing’ or ‘written’ in these terms and conditions, it includes communication via email.
8.6 These terms and conditions are governed by English law. The courts of England shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms and conditions.
8.7 These terms and conditions shall not apply to rental jewellery from our Vault.