Delivery & Shipping Policy

Processing time

Ready-to-ship pieces are dispatched within 2–4 working days of your order being confirmed. Made-to-order and bespoke pieces take longer to reach dispatch, since they're crafted after you order — see the Made-to-Order and Bespoke sections below for those timelines. Any product-specific processing time will always be shown on the product page.

Shipping options

Because of the value of handmade jewellery, all orders are sent using a tracked and/or signed-for courier service.

Tracking & confirmation

You'll receive an email when your order is placed, and a second email with tracking information as soon as it's dispatched.

Delivery address

Please double-check your delivery address at checkout — we dispatch to the address provided and can't be held responsible for delays or non-delivery caused by an incorrect or incomplete address. If a parcel is returned to us as undeliverable, we'll be in touch to arrange re-delivery, and a further postage charge may apply.

Busy periods

Around holidays and peak periods (for example, the run-up to Christmas or Valentine's Day) dispatch and courier times may run a little longer than usual. We'll let you know on the website and by email if this affects your order.

Risk & ownership

Ownership of your jewellery passes to you once we've received payment in full. Risk (responsibility for loss or damage) passes to you once the item is delivered to your chosen address.

Made-to-Order Policy

Many pieces at Lotus Jewellery by B are made to order rather than held ready-made in stock. This means your piece is individually handcrafted once you place your order, rather than picked from a shelf — it's a slower way of making, but it means every piece is made freshly for you rather than sitting in storage.

Lead times

Made-to-order lead times are shown on the individual product page and are typically 4-8 weeks before dispatch. This is separate from — and usually shorter than — a fully bespoke commission (see below).

Sizing

For made-to-order rings and sized pieces, please double-check your size before ordering. If a piece needs remaking because an incorrect size was given at checkout, a remake fee to cover materials and time may apply.

Natural variation

Because each piece is handmade, you may notice small, natural variations in texture, finish or granulation compared to photos or previous pieces — this is a feature of handcrafted jewellery, not a fault. Where a variation is a genuine manufacturing fault, our Faulty or Damaged Jewellery section applies.

Cancelling a made-to-order piece

See the Cancellation Policy below — made-to-order pieces can be cancelled free of charge shortly after ordering, but not once crafting has begun.

Bespoke & Custom Jewellery Policy

A bespoke commission is a piece designed specifically around your brief — your own design, a re-worked family piece, a personalised engraving, or a one-off size or stone combination. Because so much of the value is in the time spent designing and crafting something unique to you, bespoke orders work a little differently to our regular collection.

How a bespoke order works

1. Enquiry & consultation. Get in touch with your idea, inspiration images, budget and any timeframe you're working to.
2. Design & quote. We'll come back to you with a sketch or mock-up and a firm price. A deposit of 50% is required before any design or making work begins.
3. Approval. Nothing goes into production until you've approved the final design, materials and size in writing (email is fine). Changes requested after approval may add extra cost and time.
4. Crafting. Your piece is handmade to your approved specification. Bespoke lead times are typically 2–6 weeks depending on complexity — we'll confirm an estimate when you approve your design.
5. Balance & dispatch. The remaining balance is due before your piece is shipped. Once paid, we'll dispatch as set out in our Delivery & Shipping section.

Design ownership

Sketches, CAD files and design concepts we produce for your commission remain the intellectual property of Lotus Jewellery by B unless we agree otherwise in writing — you're welcome to keep and treasure the finished piece, but the design itself isn't transferred for reproduction elsewhere.

Cancellation Policy

Ready-made / stock items

Under the UK Consumer Contracts Regulations 2013, you can cancel your order for any reason from the moment you place it up to 14 days after you receive it, for a full refund of the item price. If you cancel before your order has been dispatched, we'll simply cancel and refund it — nothing further needed. If it's already been sent, please follow our Returns Policy to send it back to us.

Made-to-order items

Because we begin sourcing materials and crafting shortly after you order, made-to-order pieces can be cancelled free of charge within 24 hours of placing your order. Once crafting has started, we may not be able to cancel the order, or a partial refund (deducting the cost of materials and work already carried out) may apply instead of a full refund.

Bespoke & custom commissions

As set out in our Bespoke & Custom Jewellery Policy, bespoke commissions can't be cancelled once design or making work has begun, and deposits become non-refundable at that point. This reflects the personalised nature of the work and is in line with the exemptions for bespoke/personalised goods under the Consumer Contracts Regulations 2013.

How to cancel

Email hello@lotusjewellerybyb.co.uk with your order number, full name and a note that you'd like to cancel. Where a refund is due, it will be processed back to your original payment method, typically appearing within 3–5 working days.

Faulty or Damaged Jewellery

We take great pride in handcrafting high-quality pieces, and we want to put things right quickly if anything ever arrives damaged, faulty, or not as described.

What to do

1. Get in touch within 48 hours of delivery. Email hello@lotusjewellerybyb.co.uk with your order number, a short description of the issue, and clear photos of the fault (and the packaging, if it arrived damaged in transit).
2. We'll come back to you, normally within 48 hours, to confirm next steps.
3. Return the piece using the prepaid return label we'll send you — you won't be out of pocket for postage on a genuine fault.
4. Refund or replacement. Once we've received and checked the piece, we'll offer you a full refund or a priority replacement at no extra cost, whichever you'd prefer.

Manufacturing guarantee

Every piece is covered against manufacturing defects for 6 months from the date of delivery. This covers things like a faulty clasp, a stone that comes loose through no fault of your own, or a join that fails unexpectedly. It doesn't cover normal wear and tear, tarnishing from everyday wear, or damage caused by water, chemicals, perfume, knocks or general lack of care — our Jewellery Care Guide has tips on keeping your piece looking its best.

Complaint Handling Procedure

If something about your order, a piece, or your experience with us hasn't been right, we'd genuinely like the chance to fix it. Here's exactly what happens when you raise a complaint.

1. Tell us. Email hello@lotusjewellerybyb.co.uk with your order number and as much detail as you can — including photos, if relevant. We aim to acknowledge every complaint within 48 hours.
2. We look into it. We'll review your order, any photos or evidence, and get back to you with our findings and a proposed resolution, normally within 5 working days.
3. We put it right. Depending on the issue, this might mean a refund, replacement, repair, or another resolution agreed between us.
4. Still not happy? Let us know and we'll escalate it for a final review. We aim to have every complaint fully resolved within 14 days of you first getting in touch.
5. Independent advice. If we're genuinely unable to resolve things between us, you can get free, impartial advice from the UK Citizens Advice consumer helpline (0808 223 1133) or your local Trading Standards office. Complaints specifically about how we've handled your personal data can be raised with the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113 — see our Privacy Policy for more on this.

Privacy Policy

Your trust is important to us, so we keep this Privacy Policy up to date in line with current regulations. It explains how we collect, store, handle and keep your personal information safe. All personal information about you is kept on a secure server and we'd never share your details without your permission.

This Privacy Policy applies to all visitors to the website and should be read alongside our Terms of Use. By visiting and using our website, you acknowledge and accept the practices outlined here.

What is personal information?

Personal information (or personal data) is information about an individual that allows us to identify that person. To provide you with a smooth shopping experience at lotusjewellerybyb.com, we collect the following personal information about you:

• Name
• Date of Birth
• Billing and Delivery Address
• Telephone Number
• Email Address*
• Items ordered

*We also collect your email address when you opt in to join our newsletter.

When else may my information get collected?

Information regarding your visit to lotusjewellerybyb.com may be collected by Lotus Jewellery by B, or third-party providers of advertisements. This includes:

• Your geographic location
• Your browser
• Your device type
• How you were referred to us
• Search terms you used to find us
• What you browsed on the website
• How long you stayed on the website for

Use of cookies

Our website uses cookies to identify your computer and recognise you from other users, to improve your experience. Cookies are small pieces of information stored by your browser on your device. Our cookies help us understand who has seen which pages, determine how frequently pages are visited, and enhance your visitor experience by remembering products and services you've shown interest in.

Most browsers automatically accept cookies, but you can change your browser settings to prevent this — though turning cookies off will limit the service we're able to provide you.

Our cookies do not store sensitive information such as your name, address or payment details — they simply hold a 'key' that, once you're signed in, is associated with this information. If you'd prefer to restrict, block or delete cookies, you can do this through your browser's settings; check the 'Help' menu of your particular browser to learn how.

Information collected

Some cookies collect information about browsing and purchasing behaviour when you access this website from the same computer or device, including pages viewed, products purchased and your journey around the site. We do not use cookies to collect or record your name, address or other contact details.

Google Analytics

We use Google Analytics to collect standard internet log information and details of visitor behaviour patterns, to understand how visitors use different parts of the site. This information is processed in a way that does not identify anyone, and we do not attempt (nor allow Google to attempt) to find out the identities of those visiting our website.

Mailing list

As part of registering for our e-newsletter, we collect your email address. We use this to tell you about things you've asked to hear about, to contact you if we need to obtain or provide additional information, and to check our records are correct. We don't rent or trade email lists with other organisations.

We use a third-party provider, MailChimp, to deliver our newsletter, and gather standard statistics around email opening and clicks to help us monitor and improve it. You can unsubscribe at any time by clicking the unsubscribe link at the bottom of any email, or by emailing us at hello@lotusjewellerybyb.co.uk.

Facebook Ads (conversion tracking / Facebook Pixel)

This website uses the Facebook pixel to optimise ads, report on advertising campaign performance, and target ads to relevant audiences. The pixel sends browsing session information to Facebook (such as IP address, browser and page details) and uses pixel- and cookie-specific data to match events to our ad account. Facebook keeps pixel data for 180 days, stored in its production data centres in the US and Sweden. You can opt out of behavioural advertising via the Digital Advertising Alliance's AdChoices at optout.aboutads.info.

How do we use your personal information?

We use your personal information to make it easy for you to browse and place an order:

• To process your order, we take payment details and know where to deliver your jewellery.
• Our postal and courier services have access to your delivery address to dispatch your order.
• Information about your visit, including what you've browsed or bought, is used to improve your experience on our website.

Email: We'll email you when your order is placed and again once it's dispatched. We send newsletters to customers who've given us permission to contact them — you can unsubscribe at any time via the link at the bottom of any email. Orders placed as a guest won't be added to our mailing database. If you'd like to hear from us, you're welcome to subscribe to our mailing list. If there's an issue with your order, or you've won a competition, we may also email you for these reasons.

Post: Marketing communications may be sent by post if we have your permission. To stop these, email hello@lotusjewellerybyb.co.uk with your full name, door number and postcode.

Social Media: If you contact us via social media, we'll respond on the same channel, or move to email if the conversation needs further assistance.

What are your rights?

You have the right to obtain confirmation that your data is being processed, request access to your personal data, and request to be forgotten. You can make a request by emailing hello@lotusjewellerybyb.co.uk, and we'll respond within 30 days.

If you wish to raise a query with the UK Information Commissioner, you can do so at ico.org.uk or on 0303 123 1113.

Questions or comments about your privacy can be sent to hello@lotusjewellerybyb.co.uk.

Website Terms of Use

1. Introduction

1.1 These Terms of Use apply to the entire contents of the Website and contain important information explaining your rights to access and use it. The Website is operated by Lotus Jewellery by B, a company incorporated in England.

1.2 Please read these Terms of Use carefully before using the Website, paying particular attention to the "Disclaimer of liability" section, which excludes or limits our legal liability in connection with your use of the Website. By accessing or using the Website, or placing an order through it, you agree to be legally bound by these terms. If you don't wish to be bound by them, you may not use the Website. If you breach any of these Terms of Use, your permission to use the Website automatically terminates and you must immediately destroy any downloaded or printed extracts from it.

2. Changes to Terms of Use

2.1 We may make changes to these Terms of Use at any time without notice by updating this page. Your continued access to or use of the Website constitutes your agreement to the latest published version. If you don't agree to a change, you must stop using the Website.

2.2 Certain provisions may be amended or superseded by legal notices or terms located on particular pages of the Website.

3. Using the Website

3.1 This Website is a place for you to find out more about us. Unless otherwise specified, all content is presented solely for your private, personal and non-commercial use.

3.2 The information and products shown are not intended for distribution to, or use by, any person or entity in any jurisdiction where such distribution or use would be contrary to law or regulation. If accessing or using this Website would infringe applicable law in your jurisdiction, you are not authorised to use it and must exit immediately.

3.3 We reserve the right to terminate your access to the Website at any time without notice.

4. Modifications to Website

We reserve the right to make changes or corrections, alter, suspend or discontinue any aspect of the Website, including your access to it, with or without notice. We will not be liable to you or any third party for any changes to, or permanent or temporary withdrawal of, the Website.

5. Information you provide to us

5.1 The following applies to any information you provide through the Website, which may include your name, address, telephone number and email address.

• We may use this information to respond to your enquiries.
• We may provide you with information about goods, services, events or promotions we feel may interest you, contacting you by email only with your consent.
• We may use this information for certain legitimate business interests, including administering the Website, understanding how visitors interact with it, and conducting analytics to inform our marketing strategy and personalise your experience.

For more detail on how we store and handle data, including cookies, please see our Privacy Policy.

• To provide postal communications we think will be of interest to you.
• If you ask us to delete your data or remove you from marketing lists, we may keep basic data to identify you and prevent further unwanted processing.
• To comply with legal obligations, respond to requests from competent authorities, protect our operations, rights, safety or property (or that of others), and enforce or defend legal rights, or prevent damage.

5.2 We share your personal data with selected third parties who act on our behalf, such as IT suppliers, hosting providers, delivery partners and web analytics providers, solely to perform the services we've hired them to provide.

5.3 We retain information submitted through the Website for 7 years following contact with you, as applicable. Marketing data is kept until you unsubscribe. After the applicable retention period, we securely destroy your personal data in line with applicable law.

5.4 If the processing of your personal data is subject to the GDPR, you have the following rights:

• Right of access: confirmation of whether we're processing your data, and a copy of it.
• Right to rectification: correction of inaccurate or incomplete personal data.
• Right to erasure: deletion of your personal data in certain circumstances, such as where you withdraw consent.
• Right to restrict processing: to 'block' processing in certain circumstances, such as where you contest its accuracy.
• Right to data portability: to receive your data in a structured, machine-readable format.
• Right to object: to ask us to stop processing your data, including for direct marketing.
• Right to withdraw consent: at any time, where we rely on your consent to process your data.
• Right to lodge a complaint: with the UK Information Commissioner's Office (ICO) or another competent data protection authority.

5.5 To exercise any of these rights, please contact us as below — we may need to verify your identity before responding.

5.6 Questions, comments or requests regarding the above should be addressed to hello@lotusjewellerybyb.co.uk.

6. Misuse of Website

6.1 You may use the Website for lawful purposes only. You must not introduce viruses, Trojans, worms or other malicious material, or attack the Website via a denial-of-service attack, or interfere with, damage or disrupt it or any related equipment, network or software.

6.2 We reserve the right to take legal proceedings against you for reimbursement of costs or losses resulting from your breach of this section, and to disclose relevant information to law enforcement as necessary.

7. Copyright

7.1 The contents of the Website are protected by international copyright and other intellectual property laws, and are owned by us or our licensors. All product and company names and logos are the trade marks, service marks or trading names of their respective owners.

7.2 You may not modify, copy, reproduce, republish, upload, post, transmit or distribute any material from the Website without our prior written consent.

7.3 Any commercial use or exploitation of the Website or its content is strictly prohibited.

8. Linked websites

8.1 Links to third-party websites are provided for your information only. We have not reviewed these sites and are not responsible for their availability, accuracy or content. Access to third-party websites is entirely at your own risk, and a link doesn't imply our endorsement of that site.

8.2 You may not use any part of the Website on another website, or link to the Website, without our prior written permission.

9. Disclaimer of liability

9.1 All content on the Website is provided "as is" and "as available", for information purposes only, without conditions, warranties or other terms of any kind. You assume total responsibility and risk for your use of the Website.

9.2 We undertake no obligation to update the Website or correct inaccuracies, though we reserve the right to do so without notice.

9.3 We will not be liable for any loss or damage caused by a denial-of-service attack, viruses, or other technologically harmful material affecting your equipment due to your use of the Website or any linked website.

10. Applicable Law

10.1 These Terms of Use, and any dispute arising from them, are governed by the law of England and Wales. You irrevocably agree that the courts of England and Wales have non-exclusive jurisdiction over any dispute regarding these Terms.

10.2 The Website has been approved for access in the United Kingdom. We don't warrant that it complies with laws or is available for use outside this territory. If you access it from elsewhere, you do so at your own initiative and are responsible for compliance with local laws.

11. Replacement

These terms and conditions replace all other terms and conditions previously applicable to the use of the Website.