Online Payments
Brock And Willow uses Paypal and credit cards for online transactions and will never have access to your credit card details.
It is possible to make a purchase via Paypal even when you don’t have a Paypal account by using the Debit or Credit Card option at checkout. Simply click on the PayPal button and choose the option to pay by credit card.

Handcrafted Items
As all items are entirely handmade (excluding chains unless stated), there will be slight variations in each piece which makes your jewellery item totally unique. 

Photographs are as accurate as possible, but as monitors vary, colours may be slightly different in the ‘flesh’. 

Gemstone colour and patternation can also vary, particularly in stones like Turquoise or Malachite for example, so please be aware that the gemstone in your item may not look exactly the same as the one shown if your order is a made to order piece.

Lettering and some decoration is hand-stamped and can therefore look slightly irregular which adds to the character and uniqueness of the piece.

Brock And Willow jewellery is often darkened by chemical oxidisation. Oxidisation is a surface treatment that will lighten with wear, particularly on raised or flat areas. Recessed areas where wear is minimised will retain the dark finish longer. Oxidised pieces are finished with a layer of sealing lacquer and then microcrystalline wax to help protect the surface. Do not clean an oxidised piece with polishing chemicals – simply buff gently with a soft cloth, avoiding the darkened areas.

Please note that Brock And Willow reserve the rights to any design – either physical or as an image – that we create, and also the rights to any photographs taken of any piece made, unless otherwise agreed. 

Hallmarking
As required by UK law, silver items over 7.78 grms and gold items over 1 grm carry my makers mark and UK hallmark as issued by Goldsmiths Assay, London.

Individual listings state whether a piece is hallmarked.

Custom Orders
Brock And Willow may charge a nominal non-refundable design fee before undertaking commissions. This will be deducted from the final cost of your unique, commissioned piece when a design and price have been agreed. Brock And Willow include up to three design changes in this charge. Any further changes will incur charges.
Brock And Willow require full payment before the construction of your piece. You will received photographs of the completed item before shipping.

Custom orders generally take approximately 10-20 working days to complete after the design has been agreed. During busy periods, such as Christmas, this may take longer. I will advise an expected delivery date on acceptance of your order. 

You may cancel any custom order within 14 days of placing your order. Please note that you will lose your design fee if your design has been started and you may be charged for any materials that have already been used if your custom order has been started. 

Deposits for custom orders are non-refundable after this 14 day period. 

Please note that commissioned orders are exempt from returns.

Using Client’s Stones
In some circumstances, Brock And Willow will work with clients using the clients own gemstones. Please note that as gemstones are a natural product they may include fractures that are not visible to the naked eye. Therefore, Brock And Willow cannot be held liable for any damage to a client’s gemstone that may result during setting. 

Returns 
If for any reason you are not satisfied with your purchase from Brock And Willow, please contact me via email to arrange a refund.  Items must be returned in their original unworn condition and in their original packaging, and must be returned within 14 days of receiving them. Please enclose a copy of the cancellation form which can be accessed HERE. I will not exchange or refund goods that have been worn, do not have their original packaging or show obvious signs of abuse. In this instance, the goods will be returned to the buyer at their own cost. 
Please ensure the item is packaged securely and enclose your cancellation form and invoice.  I will arrange a refund within 14 days of receipt of your returned order. Please note – I cannot refund return postage costs. 

The returning item is your responsibility until it reaches Brock And Willow. I therefore recommend that you return items to me using UK Special Delivery, as this covers insurance and tracking. I cannot be held responsible for items lost in transit. The cost for UK Special Delivery is approximately £7.95 or £8.95 depending on the weight of the item.

Your refund will be issued using the same method you used for payment, within 14 days of receipt of the return.

Please note that personalised items, custom orders and earrings are not covered by the standard 14 day cancellation policy. These orders may only be cancelled at Brock And Willow’s discretion and may incur deductions for materials bought.

If your item arrives damaged or incomplete, please contact me upon receipt of your order. 

Online Dispute Resolution
By law, all trading websites must supply a link to the Online Dispute Resolution Site. If you have had a problem as a buyer or seller, you can use this site to reach an out-of-court settlement. 

Import Duty for International Orders
Customs policies and import duties differ from country to country – please note that any charges are the buyer’s responsibility. 

Price Changes
All prices are subject to change without notice and a price quoted for commissioned work is valid for 28 days only.

Intellectual Copyright and the Law
All images and designs are copyrighted and remain the intellectual property of Brock And Willow.

It is against the law to copy or replicate any design or reproduce any photograph without the owner’s consent.