We want to do business in a way that makes our clients happy and that is founded throughout on principles of fairness, courtesy and respect for the rights and feelings of others. Our aim is to make beautiful, individual and finely crafted jewellery available to everyone.
We want you, our clients, to be delighted with the jewellery you receive from us. If you are not happy with it in any way – because it is not what you expected or simply doesn’t feel or look right for you – then please send it back to us and we will give you a full refund, an exchange or credit note as you prefer. We ask simply that you do not remove the security tags on the jewellery and that you let us know in writing within seven days that you would like to return the item. Please do not send the item back without informing us first as we need to track deliveries. We reserve the right to reject returns that have not been agreed in advance.
If an item arrives damaged in the post, then please let us know immediately. Please inspect all items carefully on arrival.
We will cover the costs of return postage in the UK, adding this to the amount refunded or credited. Please use Royal Mail Special delivery once we have agreed the item’s return and please make sure that the insurance option taken covers the full costs of the item. Unfortunately we cannot cover return postage from outside the UK. All customs fees and similar must be the client’s responsibility.
We regret that we cannot apply the same right to return to jewellery that has been made to commission or to size especially for you. We deal almost entirely with individual designer makers, artists in metal, working mostly on their own. They will have committed their time and effort as well as materials. All commissions and special orders are non-refundable. All deposits paid for such items mean a commitment to buy and again cannot be refunded.
For these reasons, we take great care with the commissioning process. This must be a dialogue between client and jeweller as we work towards visualising and realising your ideas and developing our own to offer you. Whenever possible we suggest at least one face to face discussion. But we can and will also exchange ideas, sketches and images by email until we have an agreed design. Commission lead times are in the region of six to eight weeks. Sometimes we can do things more quickly, so please talk to us about your time constraints at the outset.
To protect you, our clients, as well as ourselves, against internet fraud, establishing identity is important, particular for larger commissions. We hope that you will understand why we must ask for personal details as proof of identity on occasions.
You have come to Arroyo because you want individuality, quality and craftsmanship. Some jewellery companies continue to produce great designs and great quality as they grow and the very best keep some individuality too. But often to get what we want we have to go to those individual artists we talked about above – young talent just starting out or people who have simply chosen to keep on doing what they love, making beautiful things with their own hands. Because of this, corporate slickness cannot be our driving value. Instead we offer you care, commitment and passion to try to get you what you want and a connection with something real, a continuity of traditional craftsmanship stretching back hundreds of years.
We welcome feedback on Arroyo. If we have done well then please tell your friends at home and on line. If we have disappointed you in any way, then please talk to us and we will do our absolute best to put things right.
Arroyo does not share clients’ contacting details with other companies for marketing purposes and treats all personal information with discretion and care. Please let us know if you do not want to receive email or post updates on what is happening at Arroyo and we will take you off our mailing list immediately.
For clarification on any aspect of our customer service, please feel free to contact us