Terms and conditions

1. Who we are

lavandela.com is operated by Lavandela LLC, a limited liability company formed in Delaware, USA. "Lavandela" is the name we trade under. When these terms say "we" or "us", they mean Lavandela LLC.

You can reach us 24 hours a day, 7 days a week: email marley@lavandela.com (general questions) or orders@lavandela.com (orders), or call or WhatsApp +44 7975 666888. Our address is in section 20.

2. These terms

These terms apply when you use our website and to every order you place with us. Our Shipping and delivery, Returns and exchanges and Warranty pages form part of these terms. Our Privacy policy explains how we use your information. When you place an order, you are asked to confirm that you accept these terms. The version in force on the day you order applies to that order. We keep a record of it and will send you a copy on request.

If you are a consumer, nothing in these terms takes away any right you have under the law where you live that cannot be excluded by agreement.

3. Who can order

You must be 18 or over to place an order. We sell to individual customers for their own use or as gifts, and we may decline orders that appear to be for resale. We deliver to the United States and to most international destinations. If we cannot deliver to the country you give us at checkout, we tell you before anything is made and refund anything you have paid in full.

4. Our jewellery and diamonds

Diamonds. We sell natural (mined) diamonds only. Diamond listings come from live trade inventory and can sell or change at any time. Each diamond comes with a grading report from the laboratory named in its listing. The grading report (certificate) is the description of that diamond, and it arrives with your order. A grading report is the laboratory's professional opinion of the diamond when it graded it. Grading standards differ between laboratories, and a later grading may reach a different result. We check each diamond against its report, but we do not regrade it.
Treatments. Any treatment a laboratory has found, such as laser drilling or a high-pressure, high-temperature (HPHT) colour treatment, is stated on the diamond's grading report, which you can open from the diamond's page before you order. We do not knowingly sell diamonds that have been fracture-filled or coated. If your diamond turns out to have a treatment that its grading report does not disclose, we will take it back and refund you in full, at any time.
Accent diamonds. The smaller diamonds in a setting are natural diamonds matched to your design. They are not graded individually, and the total carat weight we show for them is approximate.
Gold. Our settings are made in 18 karat (750) gold, in yellow, white or rose.
Made to order. Rings, pendants and earrings are made to order for you by our workshop in Dubai, United Arab Emirates.
Engraving. Up to 20 characters, in script or block letters. The on-screen preview is a guide; our engraver sets the final lettering. An engraved ring can be returned within 30 days on the same conditions as any other piece; the engraving fee is not refunded, as it pays for the engraving and its removal.
Images and 3D views. Our 3D viewer and on-body views are illustrations of your design. The diamond in the 3D view is drawn to your diamond's measurements, but it does not show every inclusion or the exact colour. The supplier's photographs, video and grading report describe the actual stone. Studio images show setting designs and may differ slightly in finish and proportion from your finished piece. Colour and sparkle on screen depend on your display and lighting. Any metal weight we show is an estimate; the finished weight varies slightly with size and finishing.
Ring sizes. We make your ring in the size you choose. Our ring size guide explains how to measure. A ring that does not fit is not faulty; we resize it once free of charge within the first year, where the design allows, as set out on our Warranty page.

5. Prices, taxes and payment

Prices are set and confirmed in US dollars. If you choose to see prices in another currency, they are converted at the day's exchange rate as a guide only. Your order is always confirmed in US dollars.
Displayed prices include insured delivery and every charge we require, including the setting of your diamond, apart from US sales tax where it applies. For delivery to the United States, they also include US import duties and customs fees, so there is nothing to pay on delivery. For delivery to other countries, they do not include local import duties, taxes (such as VAT or GST) or customs fees, which the courier may collect from you before or on delivery.
Engraving is optional and charged at a flat fee of $100, shown before you order.
US sales tax, where it applies, is calculated for your delivery address and added at checkout, and you see it before you pay.
Diamond prices follow live trade inventory. We recheck each diamond's availability and price with the supplier before we confirm your order, and the price we confirm to you in writing is the price you pay.
No payment is taken on this website. We arrange payment with you directly once we have confirmed your order.
If a price or other detail on our website is plainly wrong because of an error, for example a diamond listed far below its value, we are not bound by it, even once your order is placed. We will tell you before we make or dispatch anything, and you may then pay the correct price or cancel for a full refund. If we find the error only after dispatch, you may pay the difference or return the item at our cost for a full refund.
Where a piece is shown as "price on request", we quote the price to you in writing, and nothing is made until you accept it.

6. How your order is formed

Adding items to your bag and sending an order request does not create a purchase, and no payment is taken online. After we receive your request, we contact you to confirm your diamond's availability, your ring size, the final price and payment. A contract between you and Lavandela LLC is formed only when we have agreed these details with you in writing and your payment has been received. If, despite our checks, your diamond turns out to be unavailable or does not match its listing, we contact you promptly. You can then choose a replacement or receive a full refund within 7 business days.

We may also decline or cancel an order before it is dispatched if its price was plainly wrong (see section 5), if we cannot confirm your payment or suspect fraud, if the order appears to be for resale, or if completing it would break the rules in section 11. If we do, we tell you why, where the law allows us to, and refund everything you have paid within 7 business days.

7. Dispatch dates and delays

Each piece shows a "ready to ship" date: the date by which we expect to dispatch it if you order that day. The same date appears in your order confirmation. If we cannot dispatch by the date we gave you, we will email you before that date with a new date and a simple way to cancel for a full refund. If the delay is more than 30 days, or we need to delay a second time, we will cancel your order and refund you in full unless you tell us you want to wait. Refunds for cancelled orders are made within 7 business days.

8. Cancelling your order

You can cancel any order before it is dispatched by emailing orders@lavandela.com or calling or messaging +44 7975 666888, and we will refund you in full. If we have already engraved your piece, we refund everything except the engraving fee.

Customers in the European Union and the United Kingdom also have the statutory right of cancellation explained on our Returns and exchanges page.

9. Delivery, ownership and risk

We deliver by insured courier, and a signature is required. We insure every parcel for its full value until it is delivered. Your piece becomes yours, and the risk of loss or damage passes to you, when it is delivered to the address you gave us. If a parcel is lost or damaged before delivery, we will replace the item or refund you in full. Full details are on our Shipping and delivery page.

10. Our promises: returns, warranty, resizing and upgrades

Complimentary insured delivery, our 30-day return policy, our lifetime limited warranty, complimentary resizing and our lifetime diamond upgrade are set out in full on our Shipping and delivery, Returns and exchanges and Warranty pages. They are in addition to your legal rights.

11. Sanctions and export rules

We follow the sanctions and export laws of the United States and of the countries we ship from. We cannot accept an order from, or deliver to, a person, company or place subject to those sanctions, and you must not order from us on behalf of one. We keep the records these laws and anti-money-laundering rules require.

12. Accounts

You are responsible for keeping your password private and for activity on your account. We may suspend an account that is used to break these terms. You can ask us to close your account at any time.

13. Consultations and reviews

Online consultations are free and carry no obligation to buy. Our jewellers' advice is general guidance; the choice of diamond, design and size is yours.

We publish reviews only from customers whose order we can match. We publish positive and negative reviews alike. We remove a review only if it is abusive, contains someone's personal information, or is unrelated to the order. We never pay for reviews or offer anything in return for one. When you send a review, you confirm that it is your own honest opinion, and you give us permission, without payment, to publish it on our website with the name and city you choose. You can ask us to remove it at any time.

14. Use of our website and our intellectual property

The Lavandela name and logo are our trade marks. The designs, settings, images, 3D models, text and software on this website belong to Lavandela LLC or its licensors and are protected by copyright and other laws. Designs you create in our builders are made from our settings and models, so they remain ours, but you are welcome to save them and share links to them. You may use the website to browse, design and buy for yourself. You may not copy, reproduce or sell our designs or content, or interfere with, scrape or overload the website, including by using automated tools to collect diamond listings or prices.

Our guides and diamond education are general information, not advice for your particular situation. Links to other websites, such as grading laboratories, are given for convenience, and we are not responsible for their content. Apart from the promises in these terms and on the pages named in section 2, we provide the website as it is, and we cannot promise that it will always be available or free of errors.

15. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Where the law allows, we are not responsible for loss or damage that is not foreseeable, for indirect, incidental or consequential loss, or for business losses.

Except as set out below, and where the law allows, our total responsibility for any order is limited to the price you paid for it, and for any claim that is not connected with an order, to US$100.

The limits in this section do not apply to claims under our Lifetime Limited Warranty or our promise about your diamond and its grading report on our Warranty page, or to any warranty implied by law.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law. Nor does anything in these terms affect your statutory rights as a consumer, including your rights where goods are faulty or not as described.

16. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as natural disasters, strikes, customs holds, carrier failures or restrictions imposed by authorities. If such an event delays your order, we will tell you, and you may cancel for a full refund.

17. Complaints and disputes

If something has gone wrong, please contact us first at orders@lavandela.com or on +44 7975 666888, and we will do our best to put it right. Please give us 30 days to try to resolve it before you start legal proceedings.

These terms are governed by the laws of the State of Delaware, USA, without regard to its rules on conflict of laws. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Any dispute may be brought in the state or federal courts located in Delaware. You may instead bring a claim in a small-claims court where you live. If you live outside the United States, you keep the protection of the mandatory consumer laws of the country where you live, and you may bring proceedings in the courts of that country.

Individual claims only. If you live in the United States, you and we each agree, where the law allows, to bring any claim against the other only in an individual capacity, and not as a claimant or class member in a class, collective or representative action, and that any dispute that goes to court will be decided by a judge rather than a jury. You can opt out of this paragraph by emailing marley@lavandela.com with "Opt out" in the subject line within 30 days of first accepting these terms, whether by creating an account or by placing an order. Opting out does not affect anything else in these terms.

California residents. Under California Civil Code section 1789.3, you may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, California 95834, or by telephone on (800) 952-5210.

18. Changes to these terms

We may update these terms from time to time. The version in force when you placed your order applies to that order. A change to section 17 does not apply to a dispute that arose before the change.

19. General

If a court finds part of these terms unenforceable, the rest stays in force. If we delay in enforcing these terms, we can still enforce them later. We may transfer our rights and obligations under these terms to another business; if we do, your rights will not be reduced. These terms, together with the pages named in section 2 and your order confirmation, are the whole agreement between you and us about your order.

You agree that we may give you notices, order confirmations and other information by email or on our website, and that these meet any legal requirement for them to be in writing. You can ask us for a copy on paper.

20. Contact

Lavandela LLC
Address: 16192 Coastal Highway, Lewes, Delaware 19958, USA
Email: marley@lavandela.com (general and privacy questions), orders@lavandela.com (orders)
Phone and WhatsApp: +44 7975 666888, 24 hours a day, 7 days a week