FAQ's

 WHAT IS THE RETURNS POLICY?


We hope that you will be delighted with your order. However, if within 28 days of receiving the jewellery you change your mind, we will be happy to offer you a full refund credited to the card used in the original sales transaction. Please note that goods should be returned in perfect condition, with their corresponding tags, and in their original, undamaged packaging.

You can exchange your online order either by returning it to us via the post or visiting us at our Walton Street boutique. Any returns should be made within 28 days of receiving the items and customers will be responsible for the cost of return delivery. Where provided all Laurence Coste packaging should be included in your return. 

Please send returns by registered post quoting your order number, insured for its full value to: Laurence Coste,109, Walton Street, London SW3 2HP. To ensure that you get a proof of postage please take your parcel into the Post Office.

During the Christmas period we offer an extended return time – the deadline to return Christmas purchases ends on the 21st January. Our Christmas period starts on the 1st December and any purchases made before may not be considered for the Christmas returns. 

WHICH PAYMENT OPTIONS DO YOU ACCEPT?

We accept the following cards in payment for purchases made online: American Express, Mastercard, Visa, Delta, Maestro and Solo. We also accept Laurence Coste online gift vouchers. Alternatively you can call the shop and process your payment with us over the phone. 

WHEN WILL PAYMENT BE TAKEN?


Payment will be taken from your credit or debit card as soon as you have placed your order. To ensure safe shopping, we are Verisign certified.

DO YOU DELIVER TO MY COUNTRY?


We deliver to the following countries: Andorra, Argentina, Australia, Austria, Bahrain, Belgium, Canada, Chile, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Indonesia, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Kazakhstan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Nigeria, Norway, Oman, Panama, Peru, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Slovakia, Slovenia, South Africa, South Korea, Singapore, Spain, Sweden, Switzerland, Turkey, Ukraine, and United Arab Emirates, United Kingdom, United States of America.

WHAT ADDRESS DETAILS DO YOU NEED FOR DELIVERY?


We require you complete the following fields for your delivery address in the checkout process:

  • Building Name or Number
  • Street Name
  • City
  • State/Province
  • Post/Zip Code (if applicable)

Please provide accurate address details to avoid any unnecessary delivery delays.

HOW DO I EXCHANGE AN ITEM?

You are able to exchange products online by returning them to the Customer Care team. If however, you would prefer to exchange your products in store, please visit us at our boutique on 109, Walton Street, SW3 2HP London Take your product to the store with your proof of purchase and packaging.

IS MY PERSONAL INFORMATION KEPT PRIVATE?


We will treat all your Personal Information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:

• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuses of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To administer this website;
• If you consent, to notify you of products or events that may be of interest to you.

You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled do so.

We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payments processor for authorisation by your bank. If you choose to store your card details for future payments, these are held by our payment processor, not us.

HOW LONG DOES DELIVERY TAKE AND HOW MUCH DOES IT COST?


Laurence Coste aims to dispatch all items within 3 working days unless there is any doubt about a delivery address or an item is out of stock. We will contact you if that is the case. 

We offer the following delivery services:

  • UK Express Delivery (Free) - orders will be delivered within 1-2 working days.UK Next UK Next Day Delivery (£4.99) - orders placed before 3pm will be delivered the next working day before 1pm.
  • USA Express Delivery (£10) - orders will be delivered within 5-7 working days.
  • Europe Express Delivery (£10) - orders will be delivered within 3-5 working days.
  • International Express Delivery (£10) - orders will be delivered within 5-7 working days. 
CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?


We generally process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy.

Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.

DO YOU OFFER A REPAIRS SERVICE?


In order to keep your jewellery in pristine conditions, we recommend that you protect your jewellery from water, extreme temperatures, chemicals, scratches in order to minimise damage. Ideally, we suggest that you store your jewellery in the Laurence Coste box and pouch provided.   

All our products are made with sterling silver, 22 karat plated gold and semi-precious stones, including Swarovski crystals. You may wish to use a gold or silver cleaning product (available from many department stores) to gently clean the product.

We guarantee the repair and re-guilding of all of our products even after use.

CAN I SHOP WITHOUT CREATING AN ACCOUNT?


Yes, when you have placed the goods into your bag and started the checkout process, you can select Guest Checkout. This means we will only collect the minimum amount of details from you to process your order and you will not be required to create an account.

For any other questions, please do not hesitate to contact us at shop@laurence-coste.com

  

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