CarbonstoneUK – Terms of Service / Terms & Conditions
Last updated: 28 June 2026
Welcome to CarbonstoneUK. These Terms of Service and Terms & Conditions apply to your use of our website www.carbonstoneuk.co.uk and to any order placed with us online, by email, by telephone, through social media, or through any approved selling platform.
Please read these Terms carefully before using our website or placing an order. By visiting our website, contacting us, requesting a quotation, approving a design, placing an order, or purchasing from us, you agree to be bound by these Terms.
Chapter 1 – About CarbonstoneUK
This website is operated by CarbonstoneUK.
CarbonstoneUK is a women-owned British jewellery business specialising in lab-grown diamond engagement rings, wedding rings, bridal sets, eternity rings, promise rings, bespoke jewellery and fine jewellery.
CarbonstoneUK
Flat 1, 61A Station Road
North Harrow
Harrow
HA2 7SR
United Kingdom
Phone: +44 7748 460039
Email: support@carbonstoneuk.co.uk
Website: www.carbonstoneuk.co.uk
In these Terms, the words “we”, “us”, “our” and “CarbonstoneUK” refer to CarbonstoneUK. The words “you”, “your” and “customer” refer to the person using our website, contacting us or purchasing from us.
Chapter 2 – Acceptance of These Terms
By using our website or placing an order with us, you confirm that you accept these Terms and agree to comply with them.
If you do not agree with these Terms, you should not use our website or place an order with us.
We recommend that you save or print a copy of these Terms for your future reference.
Chapter 3 – Other Policies That Apply
These Terms should be read together with our other website policies, including:
Privacy Policy
Cookie Policy
Shipping Policy
Return & Exchange Policy
Warranty Policy
Hallmarking Notice, where applicable
Any product-specific terms shown on the product page, quotation, invoice, order confirmation or written communication
If you purchase products from us, the product description, order confirmation, invoice, quotation and any written agreement between you and us will also form part of the contract.
Chapter 4 – Changes to These Terms
We may update or change these Terms from time to time.
Any updated Terms will be posted on our website. The Terms that apply to your order will be the Terms in force at the time your order is accepted by us.
It is your responsibility to check this page from time to time. Your continued use of our website after changes are posted means that you accept the updated Terms.
Chapter 5 – Changes to Our Website
We may update, change, suspend or withdraw any part of our website at any time.
We do not guarantee that our website, or any content on it, will always be available, uninterrupted, error-free or up to date.
We may suspend or restrict access to the website for business, operational, security or maintenance reasons.
Chapter 6 – Online Store Terms
You may only use our website and services for lawful purposes.
You must not:
use our website for any illegal or unauthorised purpose;
breach any applicable laws or regulations;
copy, duplicate, sell or exploit any part of our website without written permission;
introduce viruses, malware, worms, trojans or harmful code;
attempt to gain unauthorised access to our website, server, database or systems;
misuse our products, services, content, images or brand.
A breach of these Terms may result in immediate suspension or termination of access to our website or services.
Chapter 7 – Our Jewellery Products
CarbonstoneUK supplies and creates jewellery including:
lab-grown diamond engagement rings;
wedding rings and wedding bands;
bridal sets;
eternity rings;
promise rings;
bespoke and made-to-order jewellery;
customised jewellery;
diamond and gemstone fine jewellery.
Our jewellery may be made using lab-grown diamonds, natural diamonds, gemstones, precious metals and other materials depending on the product description, quotation, invoice or agreed specification.
Where available, diamonds may be supplied with certification from recognised laboratories such as IGI or GIA. Certificate availability depends on the diamond, product, size, specification and order type.
Chapter 8 – Product Information, Images and Variations
We make reasonable efforts to ensure that product descriptions, images, videos, prices and specifications are accurate.
However, every piece of jewellery is unique. Due to lighting, photography, screen settings, handmade production and natural material variations, the actual product may vary slightly from images or videos shown on our website, social media or marketplace listings.
For handmade, bespoke and made-to-order jewellery, small variations may occur in:
size;
weight;
dimensions;
stone position;
metal tone;
finish;
diamond appearance;
gemstone appearance;
setting style;
packaging.
These small variations do not mean the product is faulty, provided the item has been made substantially in line with the agreed design and specification.
Where a certified diamond is supplied, the diamond grading details will be based on the certificate provided with that diamond.
Chapter 9 – Prices
All prices are shown in GBP (£) unless otherwise stated.
Prices may change at any time without notice. A price change will not affect an order that we have already accepted, unless there has been an obvious pricing error.
If we discover an error in the price of a product you ordered, we will contact you as soon as possible. You will have the option to continue with the order at the correct price or cancel the order.
If we cannot contact you, we may treat the order as cancelled and refund any amount paid.
Chapter 10 – VAT, Taxes and Duties
VAT will be applied where applicable.
For international orders, you are responsible for any customs duties, import VAT, local taxes, clearance fees, courier handling fees or other charges imposed by the destination country.
If an order is shipped outside the United Kingdom, you are responsible for ensuring that the product can legally be imported into your country.
CarbonstoneUK is not responsible for delays caused by customs, import checks, local tax authorities, courier clearance processes or failure to pay import charges.
Chapter 11 – Placing an Order
You may place an order through our website, by email, by telephone, through social media, or through an approved selling platform.
When you place an order, you confirm that:
the information you provide is true, accurate and complete;
you are authorised to use the payment method provided;
you are at least 18 years old or legally able to enter into a contract;
the delivery address and contact details are correct;
any ring size, engraving, diamond shape, diamond size, metal colour, metal type or customisation details provided by you are accurate.
We may contact you before accepting your order to confirm details.
Chapter 12 – Order Acceptance
Your order is not accepted until we confirm acceptance in writing, issue an agreed invoice, confirm production, or dispatch the product.
We may refuse or cancel an order if:
the product is unavailable;
the selected diamond or gemstone is no longer available;
payment has not been received or has failed;
there is a pricing or description error;
we cannot verify your details;
we suspect fraud or unauthorised activity;
we cannot deliver to your location;
the order cannot be fulfilled for any reasonable business reason.
If we cancel an order after payment has been taken, we will refund the amount paid, unless deductions are allowed under these Terms or by law.
Chapter 13 – Diamond and Gemstone Availability
Diamonds and gemstones are subject to availability.
If a selected diamond or gemstone becomes unavailable, we may offer you a suitable alternative with similar specifications. You are not required to accept the alternative.
If you do not wish to proceed with the alternative, we will refund any amount paid for the unavailable item, unless work has already started on a bespoke or personalised order after your approval.
Chapter 14 – Bespoke, Custom and Made-to-Order Jewellery
Many CarbonstoneUK products are bespoke, customised, personalised or made to order.
Bespoke and custom orders may include:
jewellery made to your design, sketch or inspiration image;
changes to diamond shape, diamond size, metal type, metal colour or setting style;
made-to-measure ring sizes;
personalised engraving;
CAD design work;
diamond or gemstone sourcing;
bridal sets or matching bands made specifically for your order;
special orders created according to your request.
For bespoke orders, we will usually discuss your requirements by email, phone, message, video call or written communication. We may provide a quotation, invoice, diamond details, CAD design, design image or written specification for your approval.
Once you approve the design, CAD, diamond, gemstone, quotation, invoice or written specification, we may begin sourcing, production or manufacturing.
Because bespoke, personalised, engraved and made-to-order items are made specifically for you, they cannot usually be cancelled, returned or refunded because you change your mind, unless the item is faulty, not as described, or not made to the agreed specification.
Chapter 15 – CAD Design and Approval
Where required, we may provide a CAD design or design image for your review.
CAD images are for design approval only. They may not show the exact final colour, polish, diamond sparkle, metal finish, reflection, weight or handmade appearance.
Once you approve a CAD design, written design or final specification, you are confirming that we may proceed with making the jewellery.
Any changes requested after approval may involve additional charges and may delay production.
Chapter 16 – Engraving and Personalisation
Where engraving is available, the engraving text must be provided clearly and accurately by you.
You are responsible for checking:
spelling;
names;
dates;
capital letters;
punctuation;
symbols;
spacing.
Engraved or personalised jewellery cannot usually be returned or refunded unless faulty or incorrectly made by us.
If we make an engraving error that is different from your approved text, we will repair, replace or correct the item where possible.
Chapter 17 – Payment Terms
Payment terms will be shown at checkout, on your invoice, quotation or written order confirmation.
For standard items, full payment may be required at the time of order.
For bespoke, custom or made-to-order items, we may offer a payment plan. Our usual payment plan is:
25% deposit to start your order;
75% remaining balance to be paid before dispatch.
Once the deposit is paid, we may begin design work, diamond sourcing, gemstone sourcing, CAD work, material preparation or production, depending on the order type.
The remaining balance must be paid before dispatch unless otherwise agreed in writing.
We may accept payment by card, bank transfer, PayPal or other payment methods shown on our website or invoice.
Your order will not be dispatched until full cleared payment has been received.
Chapter 18 – Deposits and Bespoke Order Cancellation
Deposits for bespoke, custom, personalised or made-to-order items may be used to cover:
design consultation;
CAD work;
diamond sourcing;
gemstone sourcing;
materials;
administration;
production preparation;
workshop time.
For bespoke, custom or made-to-order jewellery, our usual payment plan is a 25% deposit to start the order and the remaining 75% balance before dispatch.
If you cancel before design, sourcing or production has started, we may refund your deposit in full or in part depending on the work already completed.
If you cancel after approving the design, CAD, diamond, gemstone, quotation or specification, we may retain part or all of the deposit and any reasonable costs already incurred.
If production has already started, the order may not be cancellable unless the item is faulty or not made to the agreed specification.
The remaining balance must be paid before your jewellery is dispatched. We will not dispatch any order until the full cleared payment has been received.
Chapter 19 – Production Times
Production times vary depending on the product, design complexity, diamond or gemstone availability, certification, engraving, resizing, hallmarking and quality control.
Our usual full order timeframe for made-to-order jewellery is approximately 17–19 business days, including production, quality control, final photos/videos, packaging, dispatch preparation and estimated delivery, unless otherwise stated on the product page or agreed in writing.
Business days exclude weekends and UK bank holidays.
Production and delivery times are estimates only and are not guaranteed unless we confirm a guaranteed delivery date in writing.
We are not responsible for delays caused by events outside our reasonable control, including supplier delays, courier delays, customs delays, illness, strikes, material shortages, certification delays, hallmarking delays or workshop delays.
Chapter 20 – Ring Sizes and Customer Measurements
You are responsible for providing the correct ring size and any other measurements required for your order.
We recommend that ring sizes are checked professionally before placing an order.
If you provide an incorrect size, resizing may be chargeable and may not always be possible depending on the design.
Some rings cannot be resized, including certain eternity rings, full diamond bands, detailed designs, engraved rings, shaped bands or bespoke settings.
Chapter 21 – Diamond Certificates
Where a diamond is sold with an IGI, GIA or other laboratory certificate, the certificate will be supplied with the order where available.
Certificates are important documents. If a returned item was supplied with a certificate, the certificate must also be returned in its original condition.
If a certificate is missing, damaged or not returned, we may deduct the cost of replacement, administration or certification from any refund where permitted by law.
Chapter 22 – Hallmarking
Where required by UK law, precious metal jewellery will be hallmarked by an authorised UK Assay Office or supplied in accordance with applicable hallmarking requirements.
Some items may be exempt from hallmarking depending on metal type, item weight, legal thresholds or applicable regulations.
Chapter 23 – Shipping and Delivery
We offer UK and international delivery where available.
Delivery options, estimated delivery times and costs will be shown at checkout, in your quotation, invoice or written confirmation.
All items listed in our store are made to order specifically for each customer. Our usual full order timeframe is approximately 17–19 business days, including jewellery production, quality control, final photos/videos, packaging, dispatch preparation and estimated delivery, unless otherwise stated on the product page or agreed in writing.
Choosing express shipping only reduces the delivery time after dispatch. It does not reduce processing, production, jewellery crafting, certification, hallmarking or quality control time.
Estimated delivery times after dispatch may vary depending on the destination country and selected delivery service.
High-value items may be sent by DHL, FedEx, UPS or another suitable courier. A tracking number will be provided where available.
Chapter 24 – Delivery Insurance and Risk
Every item is insured during transit for the final purchase value.
For security reasons, a recipient’s signature may be required upon delivery, especially for high-value jewellery and express courier shipments.
Once the parcel has been delivered and accepted at the delivery address, responsibility for the jewellery passes to you.
If a parcel appears damaged on arrival, you must notify us as soon as possible and provide photographs of the parcel, packaging and item.
Chapter 25 – International Delivery, Customs and Duties
We ship internationally to many worldwide destinations.
International customers are responsible for any customs duties, import VAT, local taxes, clearance fees, courier handling fees or other charges applied by their local government or customs authority.
CarbonstoneUK is not responsible for these charges.
We recommend checking your country’s import duty and tax rules before placing an order.
CarbonstoneUK is not responsible for customs delays, local postal delays, import checks or parcels held by customs because duties or taxes have not been paid.
Chapter 26 – PO Boxes and Failed Delivery
We cannot ship jewellery orders to PO Box addresses.
Please provide a full residential or business delivery address where the parcel can be received and signed for if required.
If delivery fails because you provided incorrect details, were unavailable, failed to collect the parcel, refused delivery, or did not pay customs/import charges, you may be responsible for any return shipping, redelivery, storage, customs or administration charges.
If an item is returned to us due to failed delivery, we will contact you to arrange redelivery or collection.
Chapter 27 – Returns and Exchanges
For eligible non-custom items, you may request a return within 30 days of receiving your order, unless a different return period is offered in writing.
To be eligible for a return, the item must be:
unworn and unused;
undamaged;
in the same condition as received;
in its original packaging;
returned with the original box, certificate, paperwork, gift packaging and accessories;
not resized, altered, engraved, repaired, polished or tampered with;
accompanied by proof of purchase.
To start a return, please contact us first at:
Email: support@carbonstoneuk.co.uk
Please do not send any item back to us without contacting us first. Items returned without prior approval may not be accepted.
Chapter 28 – Non-Returnable Items
The following items are usually non-returnable and non-refundable unless faulty, not as described or not made to the agreed specification:
bespoke jewellery;
custom-made jewellery;
made-to-order jewellery;
personalised items;
engraved items;
special orders;
rings made to a specific size;
jewellery altered at your request;
diamonds or gemstones sourced specifically for you;
sale or clearance items, where permitted by law;
earrings, due to hygiene reasons, unless faulty.
This does not affect your statutory rights.
Chapter 29 – Bespoke Returns
Bespoke jewellery is made specifically for you.
If your bespoke item has been made according to the approved design, CAD, written specification, diamond selection, gemstone selection and order details, it cannot be returned or refunded simply because you changed your mind.
If we have not made the bespoke item to the agreed specification, we will review the issue and may offer repair, alteration, replacement or refund depending on the circumstances.
Chapter 30 – Return Shipping
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item to us.
You must use a secure, tracked and insured delivery service suitable for the value of the jewellery.
You are responsible for the item until it is safely received by us.
CarbonstoneUK is not responsible for items lost, stolen or damaged during return shipping arranged by you.
Please keep proof of posting and tracking details.
Returns must only be sent to the return address confirmed by us by email.
Chapter 31 – Refunds
When we receive a returned item, we will inspect it.
If the return is approved, we will refund you using the original payment method, unless otherwise agreed.
Refunds are usually processed within 10 business days after approval.
Your bank, card provider or payment provider may take additional time to process and show the refund in your account.
We may reduce the refund if the item has been worn, used, damaged, altered, resized, tampered with, returned incomplete, returned without certificates, or handled beyond what is reasonable.
In some cases, no refund may be due if the returned item is not in acceptable condition.
Chapter 32 – Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Please provide:
your order number;
photographs of the item;
photographs of the packaging;
a clear description of the issue.
If the item is confirmed to be faulty, damaged, incorrect or not as described, we will offer an appropriate remedy, which may include repair, replacement, correction or refund.
This does not affect your statutory rights under UK consumer law.
Chapter 33 – Third-Party Alterations
If a jewellery item has been altered, resized, repaired, adjusted, reset, polished, cleaned, engraved, modified or tampered with by you or any third party without our written approval, it may no longer be eligible for return, refund, repair or warranty support.
This includes work carried out by another jeweller.
Chapter 34 – Jewellery Warranty
CarbonstoneUK may provide a warranty against manufacturing defects.
The warranty does not cover:
accidental damage;
normal wear and tear;
scratches, dents or bending;
loss of stones caused by impact, misuse or lack of care;
damage caused by chemicals, perfumes, cleaning products, swimming pools or heat;
damage caused by third-party repairs or alterations;
loss or theft;
incorrect ring size provided by the customer;
damage caused by failure to follow jewellery care advice.
Any warranty offered is in addition to your statutory rights.
Chapter 35 – Jewellery Care
Fine jewellery should be handled with care.
You should avoid wearing jewellery during activities that may cause damage, including:
heavy work;
gym exercise;
swimming;
cleaning;
gardening;
sleeping;
using chemicals or perfumes.
You should check settings, claws and stones regularly. If you notice movement, looseness or damage, stop wearing the item and contact us.
Chapter 36 – Gift Cards and Promotional Codes
Gift cards, discount codes and promotional offers may be subject to additional terms.
Discount codes cannot usually be applied retrospectively after an order is placed.
We reserve the right to withdraw or amend offers at any time.
Gift cards are non-refundable unless required by law.
Chapter 37 – Accuracy of Billing and Account Information
You agree to provide current, complete and accurate purchase and account information for all orders.
You agree to promptly update your account and contact information, including email address, phone number, billing address, shipping address and payment information, so that we can complete your transaction and contact you if needed.
We reserve the right to refuse, cancel or limit any order if we believe the billing or account information is inaccurate, incomplete, suspicious or unauthorised.
Chapter 38 – Account Security
If you create an account with us, you are responsible for keeping your login details safe.
You must not share your username, password or account access details with any third party.
If you believe your account has been compromised, you must contact us immediately.
We may disable your account if we reasonably believe you have failed to comply with these Terms.
Chapter 39 – Intellectual Property
All content on our website, including text, images, videos, logos, graphics, product descriptions, designs, CAD images and branding, belongs to CarbonstoneUK or our licensors.
You may view and print pages from our website for personal use only.
You must not copy, reproduce, modify, publish, distribute, sell or use any website content for commercial purposes without our written permission.
Any unauthorised use of our content may result in legal action.
Chapter 40 – User Comments, Reviews and Submissions
If you send us reviews, feedback, photographs, testimonials, design ideas or other content, you confirm that you have the right to share it with us.
We may use customer reviews, feedback or images for marketing purposes only where you have given permission or where permitted by law.
You must not send us content that is unlawful, offensive, misleading, defamatory, abusive, infringing or harmful.
Chapter 41 – Third-Party Links
Our website may contain links to third-party websites, social media platforms, payment providers, delivery providers or other external resources.
These links are provided for convenience only.
We are not responsible for third-party websites, their content, policies, security or services.
You should read the terms and privacy policies of any third-party website you visit.
Chapter 42 – Optional Tools and Third-Party Services
We may provide access to third-party tools, payment processors, delivery services, website features or integrations.
These third-party services are provided by external providers and may be subject to their own terms and policies.
Your use of third-party tools or services is at your own risk and discretion.
Chapter 43 – Privacy and Personal Information
We will use your personal information in accordance with our Privacy Policy.
We may collect and use personal information to:
process orders;
arrange delivery;
communicate with you;
provide customer support;
manage returns and exchanges;
prevent fraud;
improve our website;
comply with legal obligations.
Please read our Privacy Policy for full details.
Chapter 44 – Cookies
Our website may use cookies and similar technologies to improve your browsing experience, operate the website, analyse traffic and support marketing.
Please read our Cookie Policy for more information.
Chapter 45 – Errors, Inaccuracies and Omissions
Occasionally, there may be information on our website that contains typographical errors, inaccuracies or omissions relating to:
product descriptions;
pricing;
promotions;
offers;
shipping charges;
delivery times;
product availability.
We reserve the right to correct errors, update information, cancel orders or amend details at any time without prior notice, including after you have submitted your order.
Chapter 46 – Our Responsibility for Loss or Damage
Nothing in these Terms excludes or limits our liability where it would be unlawful to do so.
This includes liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of your statutory rights.
We are not responsible for:
loss caused by incorrect information provided by you;
delays outside our reasonable control;
customs delays or import charges;
loss after delivery has been completed;
damage caused by misuse, wear and tear or third-party alterations;
indirect or consequential losses;
business losses, loss of profit, loss of revenue or loss of opportunity.
If you are a consumer, we supply products for domestic and private use only.
If you use products for business, resale or commercial purposes, we will not be liable for business losses.
Chapter 47 – Events Outside Our Control
We will not be responsible for failure or delay caused by events outside our reasonable control.
This may include:
courier delays;
customs delays;
supplier delays;
strikes;
illness;
accidents;
fire;
flood;
war;
terrorism;
government action;
import or export restrictions;
material shortages;
technical issues;
certification delays;
hallmarking delays;
workshop delays.
If an event outside our control affects your order, we will contact you as soon as reasonably possible.
Chapter 48 – Complaints
If you have a complaint, please contact us first so that we can try to resolve the matter.
Please include:
your full name;
your order number;
your contact details;
a clear description of the issue;
photographs or evidence, where relevant.
Contact details:
CarbonstoneUK
Flat 1, 61A Station Road
North Harrow
Harrow
HA2 7SR
United Kingdom
Phone: +44 7748 460039
Email: support@carbonstoneuk.co.uk
Website: www.carbonstoneuk.co.uk
Chapter 49 – Governing Law
These Terms are governed by the laws of England and Wales.
If you are a consumer, you may have the right to bring proceedings in the courts of the country where you live.
If you are a business customer, you and CarbonstoneUK agree that the courts of England and Wales will have exclusive jurisdiction.
Chapter 50 – Contact Information
For questions about these Terms, orders, returns, bespoke jewellery or customer support, please contact:
CarbonstoneUK
Flat 1, 61A Station Road
North Harrow
Harrow
HA2 7SR
United Kingdom
Phone: +44 7748 460039
Email: support@carbonstoneuk.co.uk
Website: www.carbonstoneuk.co.uk
