Terms of service

1. Online Terms of Sale

1.1 Please read these Terms of Sale carefully before ordering any product(s) ("Products") from shopcandella.com (the "Site"). These Terms of Sale, together with our Privacy Policy and Website Terms of Use, govern your use of this Site and the purchase of Products from it.

1.2 We recommend that you print or save a copy of your Order confirmation and these Terms of Sale for future reference.

1.3 Contract Formation: When you place an Order, you are making an offer to purchase a Product under these Terms of Sale. The contract between you and Candella is only formed once we confirm acceptance of your Order. All Orders are subject to availability and confirmation of the Order price.

1.4 By placing an Order on this Site, you agree to be bound by these Terms of Sale. We may update or amend these Terms from time to time, and your continued use of the Site signifies your acceptance of any changes.

2. About Shop Candella Limited

2.1 We are Shop Candella Limited (“Candella”), a company registered in England and Wales with Companies House. Our registered office is at Nightingales, Cockshutt Road, Oakengates, Telford, United Kingdom, and our company registration number is 16171078.

2.2 You can contact us by email at hello@shopcandella.com. Our customer support hours are Monday – Friday, 9:00 AM – 5:30 PM GMT, and we aim to respond within 48 hours.

2.3 If we need to contact you, we will do so by telephone, email, or post using the details you provided in your order.

2.4 References to "writing" or "written" in these Terms include emails.

3. The Contract

3.1 Orders are placed through the Site as outlined in this clause.

3.2 To make a purchase, click "Add to Cart" to add the desired Product(s) to your Shopping Cart, then proceed to "Checkout" to complete your Order on our secure servers.

3.3 At checkout, you must:

  • Select your preferred delivery method (if applicable, delivery charges will be added to your total).
  • Confirm your Order and accept these Terms of Sale.
  • Provide your delivery address and payment details.

3.4 Before submitting your Order, you will have the opportunity to review and correct any errors. It is your responsibility to ensure your Order is accurate before submitting it.

3.5 After placing an Order, you will receive a confirmation email ("Confirmation") acknowledging receipt of your Order. This email does not constitute acceptance of your Order. Payment will be processed at this stage.

3.6 Once your Order is ready for dispatch, we will send you a second email confirming shipment, including estimated delivery timescales.

3.7 Contract Formation: A legally binding contract between you and Candella is formed only when we send the dispatch confirmation email and payment has been successfully processed.

3.8 If we are unable to fulfill your Order, we will notify you by email, and any payment made will be refunded.

3.9 You must be 18 years or older to place an Order and enter into a legally binding contract.

4. Making a Change to the Contract

4.1 If you wish to modify your Order after placing it, please contact us as soon as possible. We will inform you if changes are possible.

4.2 If your Order has already been dispatched (as confirmed in the second email referenced in Clause 3.7), we will be unable to make changes. However, you may still be able to cancel or return your Order in accordance with our cancellation and returns policy.

5. Gift Messages

At checkout, you have the option to add a personalised message to your order. We will handwrite your message on a card, which will be included with your order.

5.1 We cannot process gift messages that contain profanities, inappropriate language, or offensive content. If this occurs, we will attempt to contact you for an alternative message before sending the dispatch confirmation email referenced in Clause 3.7.

6. Price

6.1 When you place an Order, you are offering to purchase the Product(s) at the price displayed at the time of your Order submission.

6.2 For orders delivered within the UK, all prices displayed include any applicable taxes. As a small business, we are not currently VAT-registered under the UK Value Added Tax Act 1994, meaning no VAT is charged on our products. Any applicable delivery charges will be shown in your Shopping Cart before checkout.

6.3 The total amount payable will be displayed before you confirm your Order and will also be detailed in your Order confirmation email.

6.4 Prices may change at any time. However, we are not obligated to supply any Product(s) at a previously advertised price if we have not yet sent the Order dispatch confirmation email referenced in Clause 3.7.

7. Promotion and Offer Codes

7.1 To redeem a promotion or offer code ("Code"), enter the Code in the "Discount Code" box on the Shopping Cart page and click "Apply". If valid, the discount will be applied to your Order.

7.2 In addition to any specific terms and conditions attached to a Code, the following general conditions apply:

7.2.1 Only one Code may be used per Order.

7.2.2 Codes can only be applied to full-price items and cannot be used on sale items.

7.2.3 Codes are non-transferable and have no cash alternative.

7.2.4 If a Code has an expiry date, it must be used before 23:59 GMT on the stated date.

7.2.5 All promotions and discounts are subject to stock availability.

7.2.6 We reserve the right to amend or withdraw any offer, promotion, or Code at any time.

7.2.7 These Terms of Sale apply to all purchases made using a Code.

8. Payment

8.1 Payment Methods

All payments must be made at the time of order confirmation. We accept payments via:

  • Credit and debit cards: Visa, Mastercard, American Express, and Diners Club
  • Digital wallets: PayPal, Google Pay

Your order will not be dispatched until full payment has been received. If we are unable to accept or fulfill your order for any reason, we will issue a full refund.

8.2 Payment Processing & Security

All transactions are securely processed through Shopify Payments, which handles payment authorisation and processing on our behalf. We do not store or have access to your credit card details, PIN, or any other payment information.

8.3 Payment Authorisation

For card payments, authorisation and authentication may be required from your card issuer or bank. If your payment is declined for any reason, we are not liable for any delays or non-delivery of your order.

8.4 Data Protection & Security

To ensure safe and secure shopping, transactions are processed using Shopify’s encrypted payment platform, which complies with industry security standards (PCI-DSS). We do not retain or process your payment details—these are securely handled by Shopify Payments.

9. Delivery

9.1 We aim to dispatch the Product(s) to the delivery address provided at checkout.

9.2 If we do not dispatch your Product(s) within seven (7) days of the date of the Contract, or any other date we have agreed with you, you have the right to cancel your Order and receive a full refund.

9.3 Ownership and Risk: Ownership of the Product(s) passes to you upon delivery. Once delivered, you are responsible for the Product(s).

10. Warranty Defective Products

10.1 Candella 12-Month Warranty

Without limiting your statutory rights, all Products are covered by a 12-month warranty from the date of purchase, provided they are used under normal conditions of wear and tear.

  • During this period, Candella will repair a Product free of charge upon receipt of valid proof of purchase (such as an order confirmation or receipt).
  • This warranty covers defects in materials and craftsmanship.
  • This warranty does not cover:
    • Normal wear and tear or accidental damage.
    • Damage caused by improper care, exposure to chemicals, or incorrect cleaning methods.
    • Alterations or repairs made by external jewellers or third parties.

10.2 Inspecting Your Order

You should inspect the Product(s) upon receipt for any defects or damage. If you notice an issue, please contact our Customer Service Team as soon as possible and provide your Order reference number.

10.3 Warranty Claims & Proof of Purchase

To make a warranty claim, you must provide valid proof of purchase (such as an order confirmation or receipt). Without proof of purchase, we are unable to offer repairs under this warranty.

10.4 Replacements & Refunds for Defective Products

If a Product is found to be damaged before delivery or defective through no fault of your own, we will replace the Product or issue a full refund for the price paid.

  • Defects must be reported within 14 days of delivery to be eligible for a refund or replacement under this clause.
  • Warranty claims after 14 days are eligible for repair only, in accordance with Clause 10.1.

11. Returns & Cancellations

11.1 Your Right to Cancel

Without limiting your statutory rights, you have the right to cancel a Contract at any time before delivery and up to 14 days after receiving your Order. This 14-day period begins on the day you (or someone appointed by you, excluding the carrier) receives the Product(s). If you cancel the Contract within this period, you may return the Product(s) for a refund.

11.2 Hygiene Restrictions

For hygiene reasons, earrings cannot be returned unless they are defective or faulty.

11.3 How to Cancel

To cancel a Contract, you must email us at hello@shopcandella.com with your Order reference number and details of the Product(s) you wish to return.

11.4 Returning Products

If you cancel a Contract and wish to return a Product, you must:

  • Return the Product(s) within 7 days of notifying us of your cancellation.
  • Ensure the Product(s) are in their original condition, unused, and in their original packaging.
  • Use the pre-paid return label provided by Candella. Simply attach it to your package and drop it off at the designated shipping location.

11.5 Return Address

To return Product(s), securely package them (including a note with your name, address, and Order reference) and send them using the pre-paid return label to:

Returns Department
Shop Candella Limited
13 Mayfair Court, Mersey Road
Manchester, M20 2UX
United Kingdom

11.6 Refund Process

If you cancel a Contract within the 14-day period (see Clause 11.1), we will process your refund as soon as possible, and no later than 14 days after the day we receive the returned Product(s).

We will refund the full price of the Product(s) (minus any deduction for use, damage, or unnecessary handling), but delivery charges are non-refundable unless the Product(s) were defective. All other cancellations and refunds are at our sole discretion.

11.7 Refund Method

Refunds will be issued using the same payment method originally used for the purchase, unless agreed otherwise.

11.8 Exchanges Not Accepted

We do not offer exchanges. If you wish to receive a different item, you must return the original Product(s) for a refund (in accordance with Clause 11.4) and place a new order for the desired item.

12. Liability

12.1 Our Responsibility for Foreseeable Loss or Damage

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaching this contract or failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.

Loss or damage is foreseeable if:

  • It is obvious that it will happen, or
  • At the time the contract was made, both you and we knew it might happen (e.g., if you discussed it with us during the sales process).

12.2 Limitations of Liability

Nothing in these Terms of Sale excludes or limits our liability for:

  • Fraud or fraudulent misrepresentation.
  • Death or personal injury caused by our negligence.
  • Breach of your legal rights in relation to the Product(s), including the right to receive Product(s) as described and fit for purpose.

12.2.1 Liability Cap

Our total liability for any claim under these Terms of Sale shall not exceed the total amount paid by you for the Product(s) in question.

12.3 Business Use Exclusion

We supply our Products for personal and private use only. If you use the Products for commercial, business, or resale purposes, we will have no liability for:

  • Loss of profit
  • Loss of business
  • Business interruption
  • Loss of business opportunity

13. Notices

13.1 Email Communication

By accepting these Terms of Sale, you consent to receive communications from us by email. Notices will be sent to the email address provided during your registration or checkout, unless you update your details.

13.2 Privacy & Data Protection

Any personal information you provide to us will be handled in accordance with our Privacy Policy. We will only disclose your personal information to third parties as set out in our Privacy Policy. By using this Site, you agree that we may process your personal information in line with our Privacy Policy.

14. Privacy Policy

Our Privacy Policy can be found at https://shopcandella.com/pages/privacy-policy on our Site. By agreeing to these Terms of Sale, you acknowledge and agree to be bound by the terms of our Privacy Policy, which may be updated from time to time. We encourage you to review it periodically to stay informed about how we collect, use, and protect your personal data.

15. Intellectual Property

15.1 Ownership & Rights

All content on this Site—including jewellery designs, text, images, logos, and branding—is the sole property of Shop Candella Limited. This includes the name "Candella", which we use as our brand identity.

15.2 Permitted Use

You may store, print, and display content from this Site for personal, non-commercial use only.

15.3 Prohibited Use

You are not permitted to:

  • Publish, distribute, reproduce, or manipulate any content from the Site for commercial purposes.
  • Use any content from this Site in connection with a business or commercial enterprise.
  • Copy, modify, or create derivative works based on Candella’s jewellery designs, branding, or visual identity.

15.4 Trademark Status

The name "Candella" is used exclusively by Shop Candella Limited as our brand identity. We reserve all rights in relation to its use and branding. Unauthorised use may result in legal action.

16. Miscellaneous

16.1 Failures and Delays

We are not liable for any failure or delay in performing our obligations under these Terms of Sale where such failure or delay is due to circumstances beyond our reasonable control.

16.2 Severability

If any clause (or part of a clause) in these Terms of Sale is found to be invalid, illegal, or unenforceable by a court or authority, that clause will be deleted, but the rest of these Terms of Sale will remain in full force and effect.

16.3 Third-Party Rights

A person who is not a party to this Contract has no right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

16.4 Dispute Resolution & Jurisdiction

We will always seek to resolve disputes quickly, fairly, and efficiently.

  • Before taking legal action, we encourage you to contact us to seek resolution through mediation or alternative dispute resolution (ADR).
  • If a dispute cannot be resolved, and you wish to pursue legal action, you agree to bring any legal proceedings exclusively in the courts of England and Wales, in accordance with English law, regardless of your location.