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Terms and Conditions

OFFICE HOURS:

Monday - Friday: 09.30 - 16.00
Saturday & Sunday: CLOSED

We pride ourselves in our swift and efficient delivery of Sterling Silver gifts and Pocket Watches to buyers throughout the world. Our free delivery service is included in the price of delivery to UK addresses, whilst we offer TAX REFUNDS on deliveries to addresses in the USA & OVERSEAS.

UK DELIVERY

Delivery to UK addresses is free and included in the price of your gift.

Where possible we aim to dispatch same-day via Royal Mail's First Class Recorded service.

If your gift is in stock and we receive your order by 9am we will dispatch your order by Royal Mail First Class Recorded that day (excluding Saturdays & Sundays).

In addition, over 90% of orders received between 9am and 12 noon are dispatched same day (excluding Saturdays & Sundays) by Royal Mail's First Class Recorded service.

Royal Mail's First Class service however DOES NOT GUARANTEE next day delivery - if your order is urgent we recommend using "Next Day" delivery.

GUARANTEED NEXT DAY & SATURDAY DELIVERY

If you require NEXT DAY Delivery, please select this service in the Shopping Cart - Shipping Method.

Next Day orders are dispatched via Royal Mail Special Delivery with delivery guaranteed by 1pm Next Day. Please check that you place your order by 12 noon to ensure your next day delivery is dispatched in time. After 12 noon please call 01926 624690 and we should be able to rush a purchase through for you manually up to around 1pm.

Royal Mail Special Delivery Next Day costs £7.50 for deliveries Monday to Friday and £10.50 for deliveries on Saturday. Orders placed on Saturday and Sunday with Special Delivery are dispatched on Monday for delivery on Tuesday.

Please do call us if you need your purchase urgently and we will do our utmost to help. 01926 624690.

For your security, your package must be signed for on delivery. If there is nobody at your delivery address to sign for your parcel, the postman will leave you a note and the parcel will be held for collection at your local post office or sorting office. The parcel will be held for seven days before being returned to us.

TRACKING

On dispatch you will receive an email confirming dispatch. This will contain a 13 digit TRACK & TRACE Tracking Number which you can use to follow your parcel at: www.royalmail.com . If you have a query about the delivery of your purchase, please call 01926 624690 or email service@assergerrard.com.

OVERSEAS DELIVERY

We now accept orders from the EuroZone, Switzerland, The United States, Canada, Australia and New Zealand ... additional countries are being added - please see the drop down list at checkout for the latest availability.

EuroZone and Swiss orders are dispatched via the “Royal Mail Airsure” service at an additional cost of £9.95. Delivery can take between 3 and 4 working days.

United States, Canadian, Australian and New Zealand orders are dispatched via the “Royal Mail Airsure” service at an additional cost from £9.50. Delivery can take between 5 and 7 working days.

On dispatch, we provide you with a 13 digit TRACK & TRACE Tracking Number which you can use to follow your parcel at: www.royalmail.com and with your local postal service such as USPS or CanadaPost

METHODS OF PAYMENT

Note: All prices include VAT and include shipping to UK addresses (There is a charge for overseas shipping)

We accept payment by debit or credit card, cheque, or PayPal. We are sorry, but we cannot accept cash.

All major credit or debit card payments are handled by the SagePay secure online payment gateway. You can also choose to pay via the Paypal secure payments service. Personal and company cheques are welcome.

Please note that no order will be dispatched for shipping until it is paid for in full or cheques have cleared.

All cheques and postal orders should be made payable to ASSERgerrard Limited.

For your security all internet credit and debit card transactions are made directly with SagePay or PayPal and we do not even see your credit card details.

This site uses GeoTrust EV SSL CA 256-bit SSL encryption to offer secure communications by encrypting all data to and from the site.

NO QUIBBLE RETURNS POLICY

Our returns policy is outlined below, but, in a nutshell, we want you to be totally happy with your purchase, so if you are not satisfied for any reason you can return it for a refund ... no quibbles ... no questions asked.

All goods purchased from Christening Silver may be returned for refund, exchange or replacement within 35 working days from receipt of delivery.*

Before sending the parcel back to us, please contact us at service@assergerrard.com or telephone (01926) 624690 for a Returns Authorisation Number. You will be asked for the reason for the return including whether you will prefer a refund or exchange, plus whether the item has been used. In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone. You will need to include this Returns Number with your parcel back to us as failure to do so may result in delay of any refund.

* Please note, we are unable to accept returns of engraved items (except, of course, in the case of damaged goods or engraving errors)

ORDER CANCELLATION: PRE-SHIPMENT

If you wish to cancel an order or part order transaction before it is shipped, please do so immediately via telephone, fax or via email. You will be given an order cancellation number based on the time and date of the cancellation including communication method of the cancellation. Cancellations made via email and fax will be timed at time of reading, not sending or receipt. You will not be charged any penalty whatsoever and your payment method will also be cancelled. If the order has been shipped, then the Post-Shipment cancellation will apply.

ORDER CANCELLATION: POST-SHIPMENT

You may cancel your order up to 35 working days from receipt of your purchase. You will be invited to return the goods in an unopened and unused state for refund. Please see our Returns Policy for more information.

Returns Policy - Cancellation Of Order

All goods purchased from ASSERgerrard Limited may be returned for refund, exchange or replacement within 35 working days from receipt of delivery[*].

Before sending the parcel back to us, please contact us for a a Returns Authorisation Number. You will be asked for the reason for the return including whether you will prefer a refund or exchange, plus whether the item has been used. In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone. You will need to include this Returns Number with your parcel back to us as failure to do so may result in delay of any refund. May we please ask you to additionally note:

1. You must take care of our goods whilst they are in your possession and any item for return must be received back in its original shipped condition and original packing. The item must be without damage or use and in a suitable condition for resale. All original packaging should accompany any returned item. All items will be inspected on their return to our warehouse.

We are not a manufacturer, so the whole product and packaging must be returned as the same condition as you would have received it and how you may expect to receive it. If the product or packaging is in any way missing or damaged, we cannot refund.

2. That you or your carrier are responsible for any returned goods until they reach our warehouse. Cost and Risk of return will be at your expense and we strongly recommend that you receive proof of posting or use Royal Mail's "Recorded Signed" service. You may like to opt for Royal Mail's "Special Delivery" service if a valuable item.

3. For exchanged items, you may be asked for a nominal fee as a contribution towards any additional postage or shipping, depending on which shipping method you require and the circumstances of the exchange.

4. We try to make refunds within one week of receipt back to us, though we promise to make all refunds within 14 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.

5. Please return the goods to the address on the top of your receipt/invoice including the Returns Authorisation Number. Any returned items not including such information may well be delayed.

6. Any returned goods that we receive which are outside of this Returns Policy will be defined as 'In Dispute'. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.

7. We are sorry but we are unable to replace or exchange an item until the original is returned to us. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back for a refund at a later date.

[*] "35 working days from receipt of delivery" shall be defined as the date from when your shipment is received by you, being the date of signature that the package is received by you.

Product Guarantee

All of our products come with our 35 day guarantee where you may return faulty goods for exchange or refund of original purchase price. This does not affect your statutory rights, in relation to faulty or misdescribed goods, details of which can be obtained from the Citizens Advice Consumer Helpline 03454 04 05 06.

Returns Policy - Faulty Goods

Should a product be faulty, you should let us know immediately as we will happily refund or exchange it for you. You should let us know as soon as possible via email (or telephone first) within 35 calendar days from the date of delivery or, where this was not apparent on reasonable inspection, within 14 calendar days after discovery or 35 calendar days after receipt by you, whichever is the earlier.

Before sending the parcel back to us, please contact us for a Returns Authorisation Number. You will be asked for the reason for the return including whether you will prefer a refund or exchange plus whether the item has been used. In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone. You will need to include this Returns Number with your parcel back to us as failure to do so will result in delay of any refund. May we please ask you to additionally note:

1. We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, misuse or alteration or repair of the ordered goods without our approval.

2. Please return the goods to the address on the top of your receipt/invoice including the Returns Authorisation Number. Any returned items not including such information may be delayed.

We are sorry but due to false promises in the past, we are unable to replace a faulty item until the original is returned to us.

Customer Complaints Policy Summary

We are dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.


Summary:
We want to resolve your complaints as soon as possible.
Please call our customer service and we’ll do our best to fix any problems. We are always concerned if a customer is unhappy and will try to resolve the matter over the telephone for you in the first instance, so please do call or email to receive a swift resolution.


Our Responsibilities:

  1. To provide an efficient, fair and structured mechanism for handling complaints. 
  2. To keep customers informed as to the progress of their complaint and the expected timeframe for resolution. 
  3. Quarterly to review our complaints so that we can improve our standard of customer service.


Handling Your Complaint:

  1. Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days. 
  2. We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution. 
  3. Our aim is to resolve complaints in a timely manner and within 14 days 
  4. We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.

Step One:

If you have a complaint regarding any aspect of your order or your dealings with us, we urge you to telephone our Customer Service in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us.

Step Two:

When your complaint is resolved, we will confirm this with you within 5 business days.
If your complaint is not resolved to your satisfaction by us, you may choose to refer your complaint to an independent Online Dispute Resolution service at http://ec.europa.eu/odr or contact the SafeBuy mediation service on the SafeBuy link below.

Product Images

All images are used with the permission of the Copyright holder. ASSERgerrard Ltd make every effort to maintain clear descriptions and endeavour to use such 'up to date' images that are representative and truly reflect the item to be purchased. However we cannot be held responsible for:

[a] any perception you may have in product representation and
[b] the manufacturer's obligation of a right to change product specification including colour or design at any time and without notice.

It is also important to note that some colours may vary slightly from what you see on screen to the product ultimately received, depending on your monitor screen resolution and colour/display settings. We are aware that our site looks different on different PC's using different browsers and having different colour and screen resolution settings.

VAT Tax Charges - General

All the prices in the store are shown inclusive of VAT where applicable at the prevailing rates. We sell in UK Pounds Sterling (£-GBP)

Credit Card Security

No credit or debit card or similar information is held by ASSERgerrard Limited as all transactions are concluded via the SagePay or PayPal secure payments services. You make your payment in a secure and encrypted channel. At no time are credit card details held or stored by the ASSERgerrard server.

We pride ourselves in this area and guarantee your credit card privacy via SagePay and PayPal.

This site uses GeoTrust EV SSL CA 256-bit SSL encryption to offer secure communications by encrypting all data to and from the site.

General

Prior to shipping, we reserve the right to decline, reject or similary cancel any order or part order without notice and refund any payment in full.

All prices are correct at time of publication. ASSERgerrard Ltd reserve the right to change, alter or amend any price at any time without notice. Should a product price decrease since an original purchase, contractually we are not obligated to refund the difference. Similary, should an increase occur prior to purchase, we are not obligated to sell at the previous lower price.

Should a product be unavailable or out of stock, we may after prior consultation ask if a replacement product with the same or higher value be acceptable. You may agree or reject this offer. If we are unable to contact you and a required date is within 3 days, so we do not let you down, we may make a decision to ship the replacement item to you with a written rationale. Should this not be acceptable upon receipt, you may return the item(s) for full refund including all postage.

All goods remain the property of ASSERgerrard Ltd until paid for in full.

E&OE.

CONTACT DETAILS

To contact us:

email:
service@assergerrard.com

telephone:
01926 624690

fax:
01926 620165.

ASSERgerrard Limited
Grovefields Farm
Hampton Lucy
Warwick CV35 8AT
UNITED KINGDOM

OFFICE HOURS:

Monday - Friday: 09.30 - 16.00
Saturday & Sunday: CLOSED

 

 

ASSERgerrard Limited Registered in England & Wales 5713974           VAT Registration: 883 4082 08
Registered Office: 3 Pegasus House, Pegasus Court, Olympus Avenue, Warwick CV34 6LW