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TERMS & CONDITIONS

1. Requesting Services

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  1. You may contact us to request services via telephone (+44 7888 481 679), WhatsApp (+44 7888 481 679), or email (etzeuk@gmail.com).

  2. Your request for services is accepted by us when we so agree orally by telephone or in writing by email or WhatsApp. At the time we accept your request for services, we will notify you of any special conditions that may apply. The contract between us will be formed of the contents of our email/telephone/WhatsApp exchange, any other relevant documents or confirmations that we send to you (including invoices) and these terms and conditions.

  3. During the request for services process we will let you know when we will provide our services to you and the applicable ET ZE Ltd service fees. If the services are ongoing services, we will also tell you when and how you can end the contract.

  4. We may refuse to provide services to you at any time at our sole discretion.

  5. As we procure items specifically to order, unfortunately once we have started working on your request for services then it may not be possible for you to cancel your request and you may still be obliged to pay some or all of our fees and for the relevant products ordered. The specific retailer(s)’ return and refund policy will apply to any products ordered on your behalf. However, provided we have not started working on the services you have requested, you have 14 days to change your mind and cancel your request to us.

  6. We will not be liable to you (or deemed to be in breach of our agreement with you) if our supply of services is delayed by an event outside our reasonable control.
     

2. Fees and payments

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  1. When we accept your request for services, we will require you to make payment within 24 hours.

    • (a) any payments that you have agreed to make for our services; and

    • (b) where we have notified you of the relevant charges in advance (and that the charges apply), charges in respect of our personal shoppers’ time. You are fully liable to us in relation to all such charges. Our fee for services will be the fees quoted to you during the request for services process. We will generally invoice you for the price of the services (including the price of any product(s) you may have decided to order) when we have located the products that you have requested, but before the order for the products has been placed.

  2. Payment can be done via bank transfer or by payment link.

  3. You acknowledge and agree that we may use “Square” (a PCI Service Provider Level 1 certificated platform) to process and store your payment card details. Please note that our checkout process with Square is served over SSL (Secure Sockets Layer), which means that sensitive card details never touch our servers.

  4. If you do not make any payment to us when it is due, we may end the contract for services at any time by writing to you.

  5. If you purchase any products via us, sections 3 and 4 below will apply.
     

3. Purchasing Products
 

  1. You may purchase products via us from our selected third-party retailers and suppliers (“Retailers”). To order products, you must be over 18 years of age and the holder of the payment card used when placing your order. If you require us to purchase products from a Retailer for you, we will purchase the relevant products from the Retailer on your behalf and in accordance with your instructions.

  2. You acknowledge and agree that:

    • (a) all orders are subject to availability and confirmation of the order price by the Retailer; and

    • (b) each Retailer has their own processing times, delivery methods and prices, and returns and refund policies. We shall endeavour to notify you of such information on any preliminary invoice or confirmation notification we send to you.

  3. We may refuse to process or accept a transaction for products for any reason at our sole discretion. We reserve the right not to accept your order for products in the event that we do not receive full payment of any requested product’s price and our fees or if the product is out of stock.

  4. Once you have paid the invoice, we will send you a confirmation of your order. The invoice and/or the confirmation shall include a brief description of the products ordered.

  5. Delivery costs and (if applicable) import taxes/duties are not included in the prices for the products. The delivery costs and/or import taxes/duties applicable to your order will vary depending on matters including the identity of the Retailer from whom the products are being ordered, the type and quantity of products you have ordered, the country of despatch, the delivery address, country, and/or the delivery method. We will usually arrange for Retailers to deliver the products to our offices (and we will then send the products to you upon receipt from the relevant Retailer), but in some cases we may request that the Retailer sends the products to you directly.

  6. The products become your responsibility from the time they are delivered to you to the address you gave us, or you (or a carrier organised by you) collect them from us.
     

4. Returns and exchanges
 

  1. The details, images and descriptions of the products that we give to you when we provide the services or when we issue you with a preliminary invoice are provided to us by the Retailers. All efforts are made to ensure that such details, images, descriptions and prices are accurate, however your product may vary slightly from the images and descriptions provided. In particular, you acknowledge that:

    • (a) some items of jewellery and leather goods are handmade and slight variations in construction and decoration are normal;

    • (b) gemstone and leather materials are natural and therefore each product is unique; and

    • (c) no guarantees can be made as to any product’s consistency.

  2. We cannot give any undertaking that products you purchase from Retailers through us will be of satisfactory quality, and this and any other such warranties (whether express or implied) are disclaimed by us absolutely to the fullest extent permitted by law. If the products you have ordered are not as described, flawed or not fit for purpose, we will return them to the Retailer on your behalf in accordance with the Retailer’s returns policy and we shall assist you where reasonably practicable in respect of any such return, exchange or refund. However, in the case of fine jewellery, high-value leather goods or exotic skins such as Hermes, please note that in most cases any sale is considered final, and no exchange, return or refund will usually be possible unless expressly stated otherwise in advance. Nothing in these terms affects your statutory rights in relation to products that are faulty or not as described. Please note that products (and in particular fine jewellery, leather goods and luxury items) tend to be delicate and must be cared for properly. You should carefully follow the care guidelines that come with the relevant product. You also acknowledge that for every return, exchange or repair request, Retailers reserve the right to evaluate the product before agreeing to anything. Retailers will generally offer a refund for manufacturing defects (other than in the case of natural/handmade variations as described in above) but not where an item has been damaged by a customer’s handling of it.

  3. Please note that if you decide to return any product for any reason other than in accordance with paragraph 2 above (for example because you have changed your mind or because the product does not fit), you will only be able to do so to the extent that the return is permitted by the Retailer who supplied the item. We shall assist you where reasonably practicable in respect of any such return, and you agree that you are liable for any costs incurred in the return or exchange process. In some cases, certain Retailers will allow an exchange but not a refund or will only be able to issue a credit note. In other cases, the Retailers will accept full returns and refunds within a stated time limit. It is therefore very important that you check the relevant Retailer’s returns and refund policy. Please note, any ET ZE Ltd fees incurred for services or sourcing products are non-refundable in the event of a return, exchange, or refund.
     

5. Responsibility
 

Our responsibility for loss or damage suffered by you:

  1. If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking our contract with you or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the request process. We are also not responsible for any loss or damage that arises from:

    • (a) inaccurate, incorrect or incomplete information provided by you;

    • (b) your fault; or

    • (c) any alterations that are made to a product at your request (even if the person carrying out the alteration was introduced to you by us).

  2. You acknowledge and agree that you shall use your own skill and judgment as to value, quality and suitability of any services or products that we recommend, provide or make available to you.
     

6. General
 

  1. We may vary these terms and conditions from time to time. By requesting services and or products from us, you agree to comply with, and be bound by, the version of the terms and conditions notified to you (or, if no version of the terms and conditions is notified to you, the version set out on our website) at the relevant time.

  2. Each paragraph (and sub-paragraph) of these terms and conditions operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining paragraphs (or sub-paragraphs) will remain in full force and effect.

  3. These terms and conditions, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction.

If ever you have any question, or if any problem with our services provided or the products purchased may arise, please reach out to us by telephone at +44 7888 481679 or email us at etzeuk@gmail.com.

Our company details are as follows: ET ZE Ltd, a company registered in England and Wales with company registration number 11916627 and with our registered office at 45 Chase court gardens, Enfield , London, England, EN2 8DJ. Our registered VAT number is 366548069.

© 2025 by ET ZE UK

T&C

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