Terms & Conditions

This website (www.queensmith.co.uk) belongs to Hearts of London (Group) Ltd t/a Queensmith. Hearts of London (Group) Ltd is a registered company with the registration number 07584738 (England and Wales), located at 98 Hatton Garden, London, EC1N 8NX, United Kingdom.

Hearts of London (Group) Ltd t/a Queensmith will be referred to as “Queensmith”, “us” or “we” throughout these terms and conditions, and linked pages. Users of this website will be referred to as “you” or the “user”.

By using this website, you agree to the following terms and conditions. You should read and acknowledge the following terms and conditions before using or interacting with this website. At our own discretion, Queensmith holds the right to change or update these terms and conditions, and any other related policy, therefore you should check these pages each time you visit this website. Any changes made will have immediate effect, and your continuance to use this website will constitute your agreement to such changes. If you do not agree to Queensmith’s terms and conditions, or related policies, please do not proceed to use this website.

Queries regarding the use of this site, or of any other nature relating to Queensmith, should be emailed to [email protected].

Use of the Site

As outlined, your use of this site is your agreement to these terms and conditions.

These terms and conditions, as well as your use of this website, are according to and governed by English law. Any legal action arising from the misconduct of these terms and conditions or otherwise will be filed in English courts. By using this website, you consent to the exclusive jurisdiction of the courts of England over any legal proceeding, legal action or lawsuit arising from use of this website or Queensmith’s terms and conditions.

Queensmith will not, under any circumstance, be liable for any indirect, consequential or incidental damage of any kind.

As per the Digital Millennium Copyright Act (DMCA) and other applicable law, Queensmith has the right to terminate sessions or bar users at our sole discretion, when users infringe the outlined terms, conditions and policies.

Site Content

The website and all its related content and images, including but not limited to: the Queensmith logo, all designs, text, graphics, pictures, the look and feel of the site, information, data, software, video files and other files (collectively referred to as the ‘site materials’) are the proprietary property of Queensmith and are protected by trade dress, copyright, trademark laws and various other intellectual property rights and unfair competition laws.

Credit is given to materials originating from other sources when applicable.

Users are granted access to our site materials, which (unless otherwise stated) can be electronically copied or printed, when use is strictly personal and non-commercial. This access can be restricted at any time at our discretion.

Third Party Content

Content and information on this website may be sourced from third parties. To the fullest extent permitted by applicable law, Queensmith will not be held liable for third party information, which may include inaccuracies or errors.

Links to third party websites or contact details should be opened with caution, and at your own risk. Although Queensmith believes the third parties we work with or mention are usually trustworthy, we cannot control, monitor or ensure the safeness of third party websites, content, links, information or other products of third parties. We accept no liability for damages caused by such third party links or information.


Please see our Cookies Policy.

Ordering and Payment Options

Any order placed with Queensmith, including via the website, over the telephone or in person, is subject to your acceptance of and compliance with these terms and conditions. Queensmith reserves the right to reject an order.

Queensmith accept payment via the following methods, and are able to reject payments that do not comply with the following list:

  • VIA debit and credit cards

  • MasterCard and Maestro

  • Paylink

  • Bank transfer

  • Cash payments

Queensmith do not have the facilities to offer payment plans. To progress your order we require a minimum deposit of 25%. The remaining balance is payable on completion of your order and must be paid within 40 days of the agreed due date unless otherwise agreed in writing. We will contact you via email or phone to let you know when your order is complete.

Before committing to purchasing a diamond or gemstone, you may choose to place a £200 fully refundable holding deposit on the stone to prevent it from reentering the market. We will advise you of how long the stone can be held for; usually no longer than a week. It is your responsibility to call for a refund as we do not hold card details. You can place your hold in-store or over the phone.

We have the right to reject orders for multiple items where it is clear that the intention is to choose between the items once made, and return the rest. As the majority of our orders are made specifically for you, we invest time and skill to craft each ring and we would be unable to support such a model if items were bought in the knowledge of being returned before they had even been made.

Bespoke Design Service

Queensmith offers a free CAD (computer aided design) service for bespoke purchases. Your design consultant will relate your bespoke design to our CAD team, who will mock up the design using leading industry software to bring your idea to life. The design will be shared with you for your approval ahead of production. If necessary you will have one set of amendments, without charge, should the first one not be to your satisfaction. After this, further work will be charged at £200 per set of amendments. Once you are happy with the design we will start production.

Crafting lead times may be extended due to a prolonged design process. Your design consultant will help keep you on track and guide you through the process but if feedback or approval to your design is not provided when requested, there may be delays to the order completion date.

If we can't create a design you are happy with we will refund your deposit, less £200 for the CAD design time and the ring will not go into production.

If you cancel a bespoke order once the design has been approved and production has commenced, you will be charged a restocking fee dependent on the stage of production, but no less than £300 to cover the design and manufacturing costs incurred. Your deposit, less the design and manufacturing costs will be refunded.


We aim to keep any information on this website as accurate as possible, but will not be held accountable for errors, typographical error, human error or error due to technical issues. In the event pricing information is incorrect or outdated, we reserve the right to change and correct such prices. In such instances, we will not honour sales based on the incorrect pricing.

In some instances, Queensmith will include information from third parties on this website. We are not responsible for the accuracy, reliability, trustworthiness or any other factor of this information. This information may include (but is not limited to) pricing. To the fullest extent permitted by applicable law, Queensmith will not be held liable for third party content or information.

Queensmith reserves the right to change our pricing without prior notice. Changes made to pricing will have immediate effect, unless otherwise stated. This will not affect previous purchases or prices already agreed. The price of precious metals and gems are subject to frequent changes outside of our control, therefore prices may differ from quotations due to these fluctuating markets. In such an event, you will be informed by your point of contact at Queensmith.

Any price reductions will be made at the sole discretion of Queensmith and Queensmith’s sales staff. As we already offer a high value for money on our products, price reductions are unlikely. Occasionally, Queensmith may hold certain promotions or competitions, particularly for returning customers. Please look out for these on our website. A price reduction on one purchase does not set precedent for future purchases.

VAT and the Retails Export Scheme

All prices displayed on our website, displayed in-store or quoted to you include Value Added Tax (VAT). Following changes to the Retails Export Scheme at the start of 2021, customers will no longer be able to reclaim the VAT added to their jewellery upon leaving the country.


On occasions when customers cannot pick up their order in person, a delivery service is available. We send orders via Royal Mail Special Delivery Guaranteed (Next Day Service). This service is tracked, insured and signed for, for proof of delivery. You (or someone at your designated address) will be required to sign for your delivery. It is therefore important that you are available to receive the delivery in person or should specify an alternative arrangement. Please contact us on [email protected] to discuss delivery services in more detail. Before sending any item, a member of the Queensmith team will be in touch to confirm address and any further details.

Queensmith are able to deliver to most countries internationally using Brinks; at this time we are only able to send to a business address. Please be aware that all international postage costs, including any and all import duties, must be paid by the customer.

Deliveries are fully insured against losses, damages and theft in transit.

Although we make every attempt to deliver goods within the estimated timeframe, there is a possibility unforeseen circumstances may delay delivery. Queensmith does not warrant or guarantee the delivery date, and shall have no liability to you for any loss, damage, expenses or other claims that you may incur as a result of a delayed delivery.

Upon receiving your delivery, you become the sole owner of the item, and the item is held at your own risk. We are not liable for loss, damage or destruction once received by you. See our Insurance advice outlined in our Lifetime Manufacturer's Warranty.

The packaging we use for deliveries is discreet, it does not mention the terms ‘jewellery’, ‘jewellers’ or ‘Hatton Garden’ for security and discretion purposes. The sender address is under Hearts of London (our parent company) and each package states ‘Fragile’ and ‘Do Not Leave on Doorstep or with Neighbour’.

Uncollected Orders

All orders, unless otherwise agreed in writing, must be paid for in full within 40 days of completion. After 40 days, Queensmith will contact you to take final payment; in instances where items remain unpaid, we will deem that the item is unwanted and it will be added to inventory, you will no longer be eligible for a refund.

Our free returns policy starts to diminish after 40 days from completion of the order. After this expires, you will no longer be entitled to a refund.

Queensmith will endeavour to contact you once your order is ready to collect, if after 40 days the piece has not been paid for, we must assume the piece is no longer wanted and will then be added to our inventory.

Queensmith are happy to hold your item once it is paid in full for a maximum of one year from the date of completion. In order for us to hold your item/s in trust, you are advised to make an appointment to view the finished jewellery as our 40 days return policy will have expired.

Data Protection and Information Supplied by You

In the course of its business, Queensmith needs to gather and use certain information about individuals. This will include your information, your partner’s information, contact details, email addresses, birthdays, anniversaries. This information is for internal use only and is not shared outside of the business.

Clients, suppliers and other business contacts, and employees and prospective employees, as well as other people that we have a relationship with, may need to make contact with whom we need to deal with.

Our Privacy Policy describes how this personal data is collected, processed, transferred, handled and stored in order to meet the requirements of data protection law.

Contacting Queensmith

Should you wish to discuss any topics within these terms and conditions, or have any other queries regarding Queensmith, please email [email protected].

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