Our Terms and Conditions

The following document outlines the terms and conditions for the
Mortons Jewellers website.
Last updated January 2021

Your Order:

  • All orders are subject to availability of the selected item.
  • Goods will only be delivered to residential addresses in the United Kingdom. (Delivery address must be the same as the Billing address) 
  • All prices are Pounds Sterling and include VAT at the current rate.
  • All item measurements are approximate.
  • Product images shown will not be actual size, the quality of the image will be dependant on your system display settings.
  • The colours of any item can be affected by your system display and colour settings.
  • All items will be dispatched via Royal Mail and will need to be signed for.

Orders and Contract

Your order for goods is accepted and a contract is formed between Mortons Jewellers Ltd and you when we dispatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by Mortons Jewellers Ltd, nor at the point in time that you receive an email from Mortons Jewellers Ltd acknowledging receipt of your order. Until the goods are dispatched the order may not be accepted by Mortons Jewellers Ltd, or may be cancelled by you. Exceptions apply to orders for customised, personalised and goods made to your specification which cannot be cancelled by you once you have received an email confirmation that your order has been received, as such items and goods may already be in production as a result of your order.
For a full list of exceptions to items you can return please see under the heading EXCEPTIONS TO THE RETURNS POLICY.
For security reasons we may restrict the volumes of certain items to be sold in any one transaction. Following formation of the contract, Mortons Jewellers Ltd shall continue to own any goods ordered until it has received payment in full from you, even though the goods may have already been delivered to you.

Cancelling Your Order

Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. Please be aware that your right to cancel does not apply to certain goods that we sell, for example, customised, personalised and orders made to your specification, (such as customised jewellery items, personalised gifts, made to measure rings/jewellery) or pierced jewellery items. You must inform us of your wish to cancel in writing either by letter, email or by using the cancellation form on the website or call 01202 669563 within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. See RETURNS section for details of how to return goods to us.

We cannot accept substitute or alternative items by way of returns, nor are we able to send them back to you, so please look closely at the items you return to us. If you return or attempt to return substitute or alternative items, you will still be responsible for paying for the original item purchased and we reserve the right to charge an investigation fee of no less than £35 to cover the cost of our investigating the position. We can offset this amount due from other sums that may be due to you for refunds. Accepting returned goods and/or crediting an account does not constitute a waiver of our right to charge an investigation fee. For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a legal advisor. For full details of how to return goods can be found in the RETURNS section. Additional terms and conditions apply to cancelling orders for certain goods such as customised, personalised and made to your specification items. Please refer to the terms relating to the supply of those goods. Additional delivery charges such as Royal Mail delivery charges will not be refunded if you cancel or return your order.

Delivery terms:

Due to the current Covid-19 situation.
Order processing time may be delayed, which will impact the dispatch and delivery timeframe. We do apologise in advance if your order is delayed.

If you are ordering a ring that requires sizing, this is usually ready for collection within 7 to 10 days of order. There may be delays during the festive holidays. We will contact you when your item is ready to dispatch.

CLICK AND COLLECT is Temporally suspended due to the current Covid situation.
Click and Collect orders are free collection from our store at 79 High Street, Poole, Dorset BH15 1AH . You will be advised when the item (s) is ready to collect via email. Availability and lead times for collection cannot be guaranteed. Please bring one form of personal identification e.g. driving license or utility bill and either your delivery note or email confirmation. We will email you when your order is ready for collection. Click and Collect orders that are not collected within 10 days of the collection date will be returned to stock and a refund will be processed.

Delivery Charges

We use Royal Mail as our Delivery agent. Pricing and postage options can be viewed in your basket before check out. WE ONLY SHIP TO UK MAINLAND AT PRESENT. Delivery charges will not be refunded if you cancel or return your order unless the product is faulty or does not fit the description given. Over our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order.

Delivery to Alternate Address

We currently ONLY deliver items to the billing address of the card used, all deliveries will be sent via a ‘Signed for’ service for security reasons.

Click and Collect

We offer a free Click and Collect Service. If you select the option at the checkout, we will be in touch after your order is received by us, to let you know when your order will be ready for collection.

Returns & Refunds:

Returning to our Store

You may return items in a new and unused condition and in the original packaging. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 14 days to return the items. If you are returning an item please bring your delivery note with you. Certain items cannot be returned as detailed in the EXCEPTIONS TO THE RETURNS POLICY section.

Returns by Post

Returning by post will be at your expense. We advise a ‘Signed For’ Service to ensure the item(s) is tracked. We cannot be held responsible for items not sent in this manner.

Exceptions to the Returns Policy

The following exceptions apply to our returns policy. No refunds or exchanges can be given on customised, personalised or items made to your specification including made to order items. For hygiene reasons, pierced jewellery items cannot be returned. Where a product has a security sticker warning that the product cannot be returned once the sticker is removed, a refund or exchange will not be given if the seal is broken except in accordance with your legal rights. Gift cards/eGiftcards/vouchers cannot be returned or exchanged for cash. Returned items which are not in new or unused condition may not be fully refunded unless they are faulty. This does not affect your statutory rights.

Ways to Pay:

See below for all the methods we accept for payment of purchases from Mortons Jewellers.


  • Paypal
  • All major credit and debit cards via Paypal


  • All major credit and debit cards (including Apple Pay and Google Pay)
  • Mortons Jewellers Gift Cards and e-vouchers
  • Cash


  • We do not take payments over the phone

The taking of payment from you by Mortons Jewellers under any of the means set out above does not indicate that a contract has been formed between you and Mortons Jewellers. By placing an order or by completing and submitting the electronic order form including your payment details you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Payment will be refunded to you if your offer is later refused or rejected by Mortons Jewellers.

Contact details and communications

General enquiries

If you have any questions, comments or requests regarding our terms and conditions, the Mortons Jewellers Ltd store or our products,

please email us at: hello@mortonsjewellers.co.uk

or drop us an email via our Contact Us form on the website Home page.

You can also write to us at:

Mortons Customer Services, 79 High Street, Poole, Dorset, BH15 1AH

We hope that all our customers have an enjoyable and satisfying experience when shopping with us both in store and online. However, we realise that sometimes things can go wrong and that may mean a customer will want to complain. If you have a complaint, please contact our customer support directly: feedback@mortonsjewellers.co.uk or write to us using the address above. We will send an acknowledgement as soon as we receive any complaint and aim to resolve any issues in a prompt and timely manner.

Where these terms refer to or require us to contact you in writing, you agree that this includes by email. We may email you using the email address you provide to us when you place your order.

Customised, Personalised and Made to Order Items.

Due to the bespoke nature of these items you can only return items which are faulty, do not fit their description, or meet with your instructions. If our order is faulty in any way, please contact us on 01202 669563.

General Terms

These terms and conditions set out the basis on which you can use our website and place orders for items from Mortons Jewellers Online. To register on the site and to place orders with Mortons Jewellers Ltd you must be aged 18 or over and a UK resident. By ordering goods from Mortons Jewellers Online you are deemed to have understood and accepted these terms. The supplier of the goods featured is Mortons Jewellers Limited, (“Mortons”, “we”, or “us”). Registered office 79 High Street Poole, Dorset, BH15 1AH. Registered number 09040053 (England and Wales). You may contact us at this address or by email or call us on 01202 669563. Lines open Monday to Friday 10am – 4:00pm. Telephone calls to and from Mortons may be recorded and monitored as part of our efforts to further improve service to our customers. We may contact you for market research purposes.  Click here to see our privacy policy.