Welcome to Flutterby. These Terms & Conditions (“Terms”) set out the rules for using our website [www.flutterbyonline.co.uk] (“Site”) and for making purchases from us online.

Please read them carefully before using the Site. By browsing or purchasing from us, you agree to be bound by these Terms.

1. Who We Are

We’re Flutterby, a UK-based jewellery brand specialising in curating a collection of contemporary jewellery made with silver, gold, gold fill, semi precious stones and pearls.
Our registered business address is:

📍 Sidney House, Derringstone Hill, Barham, Kent CT4 6QD
📧 You can reach us at: info@flutterbyonline.co.uk

2. Using Our Website

You agree to use our Site for lawful purposes only. You must not:

• Misuse the Site by introducing viruses or malicious content.
• Attempt to gain unauthorised access to the Site or our systems.
• Use our content without permission (including images, product descriptions, and branding).

All content is owned by or licensed to Flutterby and protected by copyright and other laws.

3. Placing an Order

When you place an order on our Site:

• You confirm that all information you provide is accurate.
• You will receive an email confirming your order – this does not mean the order is accepted.
• Your order is only accepted once we dispatch the item(s).

We reserve the right to refuse or cancel any order, for example, if the product is out of stock or if we suspect fraud.

4. Prices & Payment

• All prices are shown in GBP (£) and include VAT (if applicable).
• We do our best to ensure all prices are accurate, but if there’s an error, we’ll contact you before dispatch.
• We accept secure payment via ShopPay, PayPal, Visa, Mastercard, American Express, Apple Pay and Google Pay.

5. Faulty or Damaged Items

If you receive an item that is faulty or damaged on arrival, please contact us within 7 days of receipt with photos, and we’ll sort it out quickly.

We take great care to ensure all of our jewellery meets our high quality standards but on very rare occasions, faults arise.

We offer a one-year warranty on all our jewellery. We will replace where possible or refund items with manufacturing defects or where unexpected tarnishing has occurred (provided items are used in accordance with our care guidelines enclosed with each purchase).

6. Your Personal Information

We handle your personal data in line with our Privacy Policy, which you can read here.

7. Our Liability

We do our best to keep our Site accurate and up to date, but:

• We cannot guarantee it will always be available or error-free.
• We’re not liable for any indirect or consequential loss.

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so (e.g. for personal injury caused by our negligence).

8. Changes to These Terms

We may update these Terms from time to time. Please check this page before making a purchase or using the Site.

9. Governing Law

These Terms are governed by English law, and any disputes will be handled by the courts of England and Wales.

10. Contact Us

If you have any questions about these Terms, don’t hesitate to get in touch:
📧 info@flutterbyonline.co.uk
📍 Flutterby, Sidney House, Derringstone Hill, Barham, Kent CT4 6QD

Privacy policy

Flutterby takes security very seriously.  The guidelines we use for protecting your personal data are set out below.

Privacy commitment

We take care to protect the privacy of all individuals, including our customers and users of the Flutterby website ([www.flutterbyonline.co.uk](http://www.flutterbyonline.co.uk/)) .  You can visit our website without revealing who you are or providing any personal information.

Data we collect

We only collect personal data to process an online purchase.  However, you may separately agree to provide us with personal data so we can keep you informed of Flutterby news or for other marketing purposes.

Why we collect your data

We need to collect this data to process payment, to process and inform you of the status of your order and to despatch the order. If you freely choose to join our mailing list, we shall use that data to contact you to keep you informed of news, offers and events from Flutterby. We shall hold your data for a reasonable length of time for this purpose.

How we use your data

The information we collect via our website or through correspondence with you is used to operate the service we offer you. It will be only shared with third parties we work with to process orders.  These include payment gateways and e-commerce platforms. We will never provide your data to any third party for marketing purposes.

How we protect information

We take every precaution to protect your information. All personal information collected by or provided to us is stored in a secure environment. We do not store or process payment card details ourselves.

How you can help us protect your information

Whenever you voluntarily disclose personal information online in non-protected environments – for example on message boards, through email, through Facebook or on Instagram – that information can be collected and used by others. If you post personal information online that is accessible to the public, you may receive unsolicited messages from other parties in return. Please bear this in mind before posting or transmitting information.

Sharing with social networks

If you use the buttons that allow you to share products and content with your friends via social networks like Instagram and Facebook, these companies may leave a small file known as a cookie on your computer .  More information about cookies is provided below.

Managing your order

We may contact you after you have placed an order a to confirm details of that order. We will contact you using the details you have supplied.

Consent

By consenting to this Privacy Policy you are giving us permission to process your personal data specifically for the purposes identified.  You have the right to withdraw consent at any time by emailing us at info@flutterbyonline.co.uk

How to unsubscribe

You have the right to access and correct information we hold about you at any time. If you have provided details so that Flutterby can keep you informed of news, offers and events you have the right to opt out and unsubscribe to this service at any time.  Please email info@flutterbyonline.co.uk

Changes to privacy policy

We reserve the right to change our privacy policy, whilst keeping it within all relevant legislation and guidelines. We may notify you of changes by uploading the revised privacy policy on the Flutterby website.

Cookies

We may track your visit to our site by providing a “cookie” when you enter. Cookies are small pieces of information sent to your browser and stored on your computer’s hard drive for record keeping purposes and to allow you to save passwords so that you do not have to re-enter them next time you visit. Most browsers are initially set up to accept Cookies. If you prefer, you can set your browser either to notify you when you have received a Cookie or to refuse Cookies.  However, if you choose not to accept Cookies or you set your browser not to accept Cookies, you may not be able to use certain features on our site.

Compliance

We comply with applicable legislation including the United Kingdom Data Protection Act 1998 and the General Data Protection Regulation (2018).

Last Updated: 2025

This Cookie Policy explains how Flutterby ("we", "our", or "us") uses cookies and similar technologies when you visit our website www.flutterbyonline.co.uk
By using our Site, you agree to the use of cookies as described in this policy unless you disable them through your browser or our cookie settings tool.

1. What Are Cookies?

Cookies are small text files that are downloaded to your device when you visit a website. They help us improve your experience, understand website usage, and tailor our services and advertising.

2. Types of Cookies We Use

We use the following types of cookies:

a. Essential Cookies
These cookies are necessary for the operation of our Site. They include, for example, cookies that enable you to use our shopping cart or log in to secure areas.

b. Performance and Analytics Cookies
These help us understand how visitors interact with our Site, so we can improve functionality and user experience. For example, we use Google Analytics to collect anonymised traffic data.

c. Functionality Cookies
These allow our Site to remember choices you make, such as your language or region, and provide enhanced features.

d. Targeting or Advertising Cookies
These cookies track your browsing habits and may be used to show you personalised ads on third-party platforms like Facebook or Instagram. We only use these cookies with your consent. 

3. Third-Party Cookies

Some cookies may be placed by third parties we work with (such as payment providers, analytics tools, or advertising platforms). These third parties may use their own cookies subject to their privacy policies. 

4. Managing Your Cookie Preferences

You can control and manage cookies in several ways:
Through our cookie banner – shown when you first visit our Site, allowing you to accept or reject non-essential cookies.
Browser settings – You can adjust your browser to refuse some or all cookies. Please note, blocking essential cookies may impact website functionality.
For more information on managing cookies, visit:
https://www.aboutcookies.org
or
https://www.allaboutcookies.org

5. Changes to This Policy

We may update this Cookie Policy from time to time to reflect changes in technology, legislation, or our practices. Please revisit this page regularly to stay informed. 

6. Contact Us

If you have any questions about our use of cookies, please contact us at:

info@flutterbyonline.co.uk

Sidney House, Derringstone Hill, Barham, Kent CT4 6QD 

Delivery

• We aim to dispatch orders within 1–3 business days from time of purchase.
• Estimated delivery times are shown at checkout depending on the delivery service selected.
• We are not responsible for delays caused by external couriers or customs checks.
• We can ship to some countries outside of the UK (excluding USA and Canada) so do get in touch for a quote on shipping costs and estimated delivery times.

Returns & Refunds

We want you to love your jewellery! If you change your mind, just get in touch - we are here to help...

• You have 100 days from receiving your order to request a return. Just send us an email requesting an exchange or a refund, along with your order number or proof of purchase and we will explain the process.
• You are responsible for the cost of returning the item(s) to Flutterby. We recommend you get a proof of posting and send it on a tracked service – we hope you appreciate that we won’t be able to refund items lost in transit.
• Items must be unused, unworn, and in original packaging.
• Unfortunately, we are unable to refund bespoke items or gift cards.
• Where a refund is agreed, it will be processed swiftly and the money for the item will be returned to your original method of payment (usually within 5 working days).

Please don’t send it back to us without getting in touch first - we will guide you through the process smoothly.

Faulty Items 

We take great care to ensure all of our jewellery meets our high quality standards but on very rare occasions, faults arise.

We offer a one-year guarantee on all our jewellery. We will replace where possible or refund items with manufacturing defects or where unexpected tarnishing has occurred (provided items are used in accordance with our care guidelines enclosed with each purchase). This does not affect your rights under the Consumer Rights Act 2015.

Contact us if you have any questions about the guarantee.

Frequently Asked Questions

How do I get my discount code?

When you sign up to receive our discount code, you will be emailed a discount code to use on your first order. Occasionally this can take up to 10 minutes. If you need to process the order sooner and no email appears, please contact us and we will give you a code to use. place an explanation or answer to the question.

How do I know if my order is confirmed?

Shortly after placing your order online, you should receive and email confirmation email from us. Check your junk mail if you don't see it in your inbox.

How can I pay?

We accept all major UK debit and credit cards including American Express. You can also checkout using Shop Pay, Apple Pay and Google Pay.

Who can I contact about my order?

We accept all major UK We are here to help at any stage of your online purchase so just email or WhatsApp us with any questions.
debit and credit cards including American Express. You can also checkout using Shop Pay, Apple Pay and Google Pay.

Is express or next day delivery possible?

Whenever possible, we will endeavour to meet your timings. Phone us to arrange next day Special Delivery. This will incur a small additional charge.

Do you send orders internationally?

Contact us to check if we can ship to your country.

Do you send orders to the Channel Islands?

Yes, the VAT on your order will be automatically deducted at checkout.

Do you offer a free gift wrapping service?

Yes, we do. Please select free gift wrapping option for each product you would like us to wrap. Remember to add any gift message you would like us to include and don’t forget we can send direct to the recipient on your behalf.

Can I track my order?

Yes, if you select Tracked 24 delivery at checkout, you can contact us to request tracking information. You will be notified by email when your order has been despatched.

Can I order gift cards?

Yes, we offer gift cards on our website. You can arrange for them to be emailed direct to the recipient at a time of your choosing. Gift cards are valid for 12 months.

Can I return my order?

We want you to love your jewellery! If you change your mind, just get in touch - we are here to help...

You have 100 days from receiving your order to request a return. Just send us an email requesting an exchange or a refund, along with your order number or proof of purchase and we will explain the process.