Terms & Conditions

We all know Ts &Cs are boring, so we’ve tried to keep them as brief as possible so you won’t find any jargon or legalese here. As always, Medusa Gems just wants to work in partnership with our customers, so we hope you find this information answers any questions you may have. If not, please just get in touch.

About Us

Company Details

Contact Address

Medusa Gems Limited, 1 Wayfarers Arcade, 311 Lord Street, Southport, Merseyside. PR8 1NY.  United Kingdom

Phone

01704 542999

Email

info@medusagems.co.uk

Company Registration Number

Medusa Gems Limited, 1 Wayfarers Arcade, 311 Lord Street, Southport, Merseyside. PR8 1NY.  United Kingdom

Registered company number 10972033, registered in England.

Company VAT number

GB 322 9660 02

Ordering by Telephone

If for any reason you would prefer to place your order over the phone, you are welcome to do so. You can call our helpful and friendly customer service team between 10:30am and 17:00pm UK time, 6 days a week on: 01704 542999.  They will process your order securely and responsibility on your behalf and take credit or debit card payment over the phone. 

 

 

Order Acceptance

Please note that completion of the online checkout process does not constitute our acceptance of your order. Our acceptance of your order will only occur when the items have been dispatched and a confirmation of dispatch has been sent.

Order Acceptance

Standard delivery within the UK is charged at a rate of £4.95. 

 

Delivery Class	Delivery Time	Delivery Charge	Orders over £75*
Standard Delivery	2-5 working days from dispatch	£4.95	FREE*

 

* PLEASE NOTE: Certain items are excluded from our Free UK Delivery offer.  These items are clearly indicated within their product description and within the checkout process.

 

If you choose Standard Delivery

Upon receipt of a valid order you will receive an email confirmation with an order number and details of the items that you have ordered. At Medusagems.co.uk we aim to dispatch your goods within 24 hours, but at particularly busy periods this may take up to 72 hours. You will receive an email confirming the order has been dispatched. Orders received over the weekend (after midday on Friday) will be dispatched the following Monday.

Orders placed using Standard Delivery to UK mainland addresses are sent either by Second Class Royal Mail or with an overnight courier company. You should expect your order to arrive at the designated delivery address within 2 – 5 working days of dispatch.

For your convenience, Standard Delivery does not require a signature on delivery. So if you’re not in when the delivery arrives, if there is somewhere safe and discreet for the parcel to be left, (for instance with the doorman of a block of flats, or within a covered porch with an unlocked door) the driver will leave it for you. If there is no appropriate location, the driver will leave a card or attempt to redeliver on a subsequent day. If you haven’t received your order within 2-5 working days of dispatch, and haven’t received a card advising of attempted delivery we would suggest you contact your local sorting office to see if they are holding your parcel for you to collect. To find the contact details for your local Royal Mail sorting office please call 08457 740 740.

Deliveries to Northern Ireland, the Scottish Highlands & Islands and the Channel Islands must be shipped via Royal Mail. See below for a full list of postcodes exempt from using our courier service. Please allow up to 5 working days after dispatch for delivery to these addresses.

As with Standard Delivery, this service does not normally require a signature on delivery. If you are not in when the delivery arrives your parcel may be left in a safe location. If there is no appropriate location to leave the parcel, the driver will leave a card or attempt to redeliver on a subsequent day. If you haven’t received your order within 1-3 working days of dispatch, and haven’t received a card advising of attempted delivery we would suggest you contact your local sorting office to see if they are holding your parcel for you to collect. To find the contact details for your local Royal Mail sorting office please call 08457 740 740.

Deliveries to Northern Ireland, the Scottish Highlands & Islands and the Channel Islands must be shipped via Royal Mail. See below for a full list of postcodes exempt from using our courier service. Please allow up to 5 working days after dispatch for delivery to these addresses.

When you place your order you can request that the parcel be left with a neighbour or in a secure location by writing the relevant information in the ‘Note to Customer Service’ section after you have put in your address. This will be added to the delivery details for the courier, however please note if you advise that the parcel can be left somewhere you must be confident that it is a safe and secure location.

Please note that an email address and/or mobile phone number will be provided to our courier partners to allow you to receive notifications of the progress of your delivery and to give you the option of providing additional delivery instructions. If you would prefer this information not to be shared, please let us know when placing your order.

If you have any other questions regarding the delivery of an item please do not hesitate to contact the customer service team at info@medusagems.co.uk or 01704 542999.

Please note this service is available to all mainland UK addresses excluding Scottish Highlands. For exempt postcodes see below.

 

 

 

Exempt postcodes

AB Aberdeen 31, 33-38, 45, 52-56	BT Northern Ireland ALL	FK Falkirk 17-21
GY Guernsey ALL	HS Outer Hebrides ALL	IM Isle of Man ALL
IV Inverness ALL	JE Jersey ALL	KA Kilmarnock 27, 28
KW Kirkwall ALL	PA Paisley 20-49, 60-78	PH Perth 17- 26, 30-44, 49-50
PO Isle of White 30-41	TR Scilly Isles 21-25	ZE Shetland Islands ALL

 

Product Availability

We invest a great deal of money in stockholding, warehousing and stock control software in order to stay in stock of all our products at all times, and to ensure that the website is always updated when a product goes out of stock. However unfortunately these systems are not perfect and subject to human error, so occasionally we get caught out and an item is shown as being in stock when in fact it is not. This happens most often when two people order the last remaining item in very quick succession virtually simultaneously.

 

Tax Charges

All prices shown include VAT at 20% where required by UK law, for the UK market.

 

Using Stripe for complete security

When shopping at Medusagems.co.uk all credit card details are safe, because the payment pages we use are completely secure.

From the Checkout page of our site you will be shown a secure form hosted by Stripe, who are our industry-leading Payment Service Provider. They use TLS technology, (which is industry standard “transport layer security” and displays the Padlock in your browser window). This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read.

Saved card details

All debit and credit card details are stored securely by Stripe, an industry-leading Payment Service Provider that follows strict data security guidelines and maintains the highest level of PCI-DSS compliance. You will be required to enter your card’s 3-digit security code (CVV2) to authorise payments when checking out.

Medusa Gems only have access to the last 4 digits of the card number and the card expiry date for identification purposes – no other card data is stored within our systems.

Apple Pay

Alternatively depending on your Browser, we offer Apple Pay for you to use. We use industry leading payment service provider Mollie that follows strict data security guidelines and maintains the highest level of PCI-DSS compliance. Apple Pay uses tokenisation technology which is a secure way to pay where your real card details are not shared with either us or Mollie and stay with Apple Pay

Reaching Us

Email us at:

info@medusagems.co.uk

Call us on:

01704 542999  10:30am – 5:00pm Monday-Saturday

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the General Data Protection Regulation (GDPR). We will not e-mail you in the future if you do not want us to do so. We will not pass your e-mail address to other traders under any circumstances.

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. The information we will collect includes: your name, address, phone number, e-mail address, and credit/debit card details (which are inaccessible even to us from moment of purchase). We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date.

In accordance with the law, you can if you wish check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct them promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. In the unlikely event that we intend to transfer your information outside the EEA (European Economic Area) we will obtain your consent first.

Please see our Privacy Policy and Cookies Policy pages for more detailed information on the data that we collect and our policy for its use.

If you have any questions about privacy, please email: info@medusagems.co.uk

Return & Refund Policy

This does not affect your statutory rights as a consumer. We are always happy to see the customer’s point of view and genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. The same philosophy underpins our website policies on returns and refunds.

We wish to be as fair and generous as it is possible to be, within some limits established to protect ourselves against online fraud or unscrupulous characters.

Damaged goods – please inform us within 14 days

Please contact us by phone or email within 14 days of receipt of your order.

Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.

We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Incorrect or missing goods – please inform us within 14 days

Please contact us by phone or email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.

If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Goods not as described – please inform us within 14 days

Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.

We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid returns label available upon request.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Faulty goods – please inform us within 90 days

If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Medusa Gems  will not accept responsibility for goods after more than 90 days.

We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Incorrect details – please inform us immediately

If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimize any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.

However we seek to process all orders in the shortest possible time frame so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries.

Unwanted or mis-ordered goods – please inform us within 14 days

Please contact us by phone or email within 14 days of receipt of your order.

Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.

It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing. That’s OK. Please just get in touch and explain clearly which items you don’t want. Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund once we have received the goods and confirmed they are in re-saleable condition.

Once we have confirmed satisfactory receipt we will refund you the price paid for the goods.

Mis-entered delivery details

If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge.

Returning Goods

If you wish to return goods to us, or if you are asked to do so by our customer service team, you may use a prepaid returns label if authorised to do so by the Terms above or verbally or in writing by our customer service team. If you use this prepaid returns label without authorisation, we reserve the right to deduct the cost of return from any refund issued for returned goods.When you return goods to us, please enclose information pertaining to the return. The information we need is:

• Your name and order number.
• Written confirmation of what items you have returned
• Written confirmation of the reason for your return
• Written request for either refund or replacement as appropriate.
• Please also tell us whether or not you have already contacted our customer service team regarding this return.

If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.

Proof of breakages

Medusa Gems reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.

Intellectual Property

The content of the Website is protected by copyright, trademarks, database and other intellectual property rights. Copyright extends to the design of the website, all photographs on it and its marketing materials. Any use of the website or its contents, images, design including copying, storing, modifying, reproducing other than for personal non-commercial use without prior written permission is strictly prohibited. For any queries please contact info@medusagems.co.uk.