GENERAL
These terms and conditions apply to the use of this website. By accessing and ordering from this website you agree to be bound by the terms set out below. Any contract formed between ourselves shall be governed by English Law and any disputes that arise will be resolved exclusively in the Courts of England.

The website is owned, operated and managed by Ethica Diamonds Ltd with registered details:

Suite 17
St Austell Business Park
Carclaze
St Austell
Cornwall
PL25 4FD

Our company registration number is 07226665.
Our VAT registration number is 102320194GB.

Our contact details can be found here: Contact Us

CONTENT & AMENDMENTS
We take care and time to try and ensure our website is as accurate as possible, both in terms of prices displayed and description of products and services. All measurements displayed are approximate and any errors will be wholly unintentional. Orders will only be accepted should there be no material errors. We take no responsibility for colours of products not matching the colour displayed on your monitor as this depends entirely on the colour reproduction and capabilities of your screen.

We may make changes to the website at any time without notice or warning, including:

• Changes to these terms and conditions
• Changes to promotions, offers and discounts
• Changes to content and product information
• Temporary or permanent withdrawal of the website

PRICING
Prices displayed are in Pounds Sterling and inclusive of VAT.
Where Sale prices are quoted, the normal price will have applied either online or in-store for at least 28 consecutive days in the last six months.

Whilst we endeavour to ensure all prices are correct at time of publication, we reserve the right to reject an order should there have been a material error in the price advertised at time of order.

PLACING AN ORDER
Once you have completed your online purchase, we will send an email confirmation containing details of your order. This confirmation does not act as acceptance of your order as this is subject to the following:

• The product being in-stock and available for delivery
• The information and pricing being accurate
• Fraud and identity checks being passed (for which we use 3rd party services)
• Payment being authorised

Subject to the above, we will despatch your order and send an email confirmation to let you know it’s on its way. It is at this point that a contract will exist under these terms and conditions.

In the event that we do not accept your order but have processed your payment we will re-credit your account as soon as possible. This will be no longer than 30 days from receipt of your order. We will not be obliged to pay any additional amount as compensation for disappointment.

Each piece of Ethica jewellery is made to order and unique as it is not restocked or resold. For this reason, we cannot afford “buy-many-keep-one” purchases. Therefore, we would like to advise that unless you are wishing to keep all purchases that you make at the time of ordering, we suggest you keep your favourite piece in your order. After you have got your package and if you are not happy, then we will accept an alternative order.

IDENTITY CHECKS
We carry out identification checks on all orders to validate the details supplied within your order. This is to prevent against fraudulent card activity and to promote a secure shopping experience. Should we suspect fraudulent activity we may need to contact you to verify your information. If your order fails identification checks we reserve the right to refuse your order and cancel any pending payments.

Whilst we will endeavour to meet your promised delivery date, if we do need to carry out further security checks, there may be a slight delay with your order.

PAYMENT OPTIONS
LAYAWAY
After an initial deposit, our layaway plan allows you to make monthly payments on any purchase. Please call us on 01872 222248 for details.

PAYPAL
Complete your Ethica Diamonds purchase using information from your PayPal account.

CREDIT CARD
We accept all major credit cards including Mastercard, Visa and Amex.

APPLE PAY
Use your Apple Pay account to complete your purchase on our mobile site.

BACS TRANSFER
We are happy to accept a direct bank transfer. Please note that some banks may charge you for this service if the transaction is overseas.

You can find more information about our finance options here.

DELIVERY
We will deliver goods as soon as possible to the address you provide for delivery. You can update the delivery address by writing to us before your order is due to be delivered.

The importation or exportation of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Interest Free Credit is not available on orders delivered outside the UK. If you choose to pay for your order using Interest Free Credit your order must be delivered to your billing address. Interest Free Credit applications are subject to our credit partner who require completed documentation before approving your application. Delivery times advertised will therefore commence when we have authorisation to proceed.

At the time of ordering you will be advised of an approximate delivery estimate. Every effort is made to meet this delivery time although on rare occasions we may be unable to deliver your order within the advertised timeframe. Should this happen we will notify you of the delay and offer a revised delivery estimate.
Where a delivery time is quoted in days, this refers to ‘working days’ defined as Monday to Friday (excluding bank holidays) when ordering before 1pm.

Delivery times may also be affected by circumstances beyond our control. Packaging & Delivery.

If you decide to return your full order for a refund, any delivery charges paid will only be reimbursed if the item is damaged/faulty.

Any extra cost incurred for our Priority Service is not refundable in the event of a returned or cancelled order.

Our Priority Delivery costs an additional £110 and can speed the manufacturing process up by around 10 working days.
We aim to despatch orders placed under Standard Delivery within 5 weeks but during busier times, like Christmas, Black Friday or disrupted trading hours, both Standard Delivery and Priority Delivery times will increase and despatch dates will vary. We will always keep you informed of the expected date for delivery and will work with you to ensure that the date suggested is convenient to you. Priority Delivery orders will always be expedited and delivered earlier than orders placed through Standard Delivery, therefore, no refunds will be given for the Priority Delivery service unless the delivery date exceeds the Standard Delivery date applicable at that time.

OUR GUARANTEE TO YOU
At Ethica, we always strive to offer exceptional jewellery and offer a lifetime warranty against manufacturing defects, giving you full peace of mind.

This guarantee will be honoured by us on production of proof of purchase. These rights are in addition to and do not detract from your statutory rights.

Please be advised that if you have your item altered, repaired, or adjusted by another jeweller or company, then this will invalidate your guarantee and render it void. To protect the guarantee, all work must be carried out by Ethica Diamonds.

Lifetime Manufacturing Warranty

BUY WITH CONFIDENCE
We’re certain that you’ll love your purchase but, on the rare occasion that it’s not right, we’ll be more than happy to offer a refund or exchange on most purchases made inside the United Kingdom. Simply return the unworn item to us in its original packaging and with all relevant receipts and documentation within 14 days of purchase. This offer does not include personalised items or special orders (see below) and does not affect your statutory rights.

To return your item, please follow these easy steps:

1. Package your item up, ensuring all the relevant documentation is included in the parcel.
2. Take the item to the Post Office and ask for a Royal Mail Special Delivery bag (free of charge) fill out the delivery address and your address on the back of the bag and retain your proof of postage.
3. Ethica Diamonds is not responsible for damage or loss in transit and we are only responsible for packages once they are signed for by us.

Please allow 10 days for your return to be processed. If you requested a refund, it will be applied to the original card used to place your order.

Please return your order to:

Ethica
PO Box 331
St Austell
CORNWALL
PL25 9HD

Please note: Orders paid for using Interest Free Credit need to be sent to the above address in order for us to process your refund.

RETURN OR EXCHANGE
We will accept returns and exchanges on most pieces. Items must be returned in unworn condition within 14 days of receipt, and all paperwork must be returned as well. After 14 days, all sales are final.

We are unable to accept responsibility for the non-arrival of returned goods and therefore recommend that items be sent by recorded delivery. Please note that any costs you incur to return shipping is not refundable and a deduction of £40 will be deducted from your refund (if free postage was given at the time of purchase) and if you are exchanging your order, additional shipping will be payable by you. For security reasons, do not write diamonds, jewellery or any other related words anywhere on the package and please make sure to double box for protection.

SPECIAL ORDERS
We are unable to offer exchanges or refunds on bespoke items or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you, items that have been altered or personalised in any way, and products that are not featured on our website, but have been ordered specially at your request. Bespoke or specially ordered products may only be returned if the goods are faulty or were supplied incorrectly. This does not affect your statutory rights.

*These include all wedding bands, earrings, personalised engraved items, full diamond set bands and custom jewellery.

View the policy

SAMPLE SERVICE
Our Sample Service only applies to engagement rings – not wedding bands. The samples come in one size (around M) set with cubic zirconia in sterling silver with an average carat size of between 0.5ct and 1.0ct. They do not represent the quality that you will receive should you order your ring from us. The samples cannot be customised.

Whilst we will endeavour to get your requested sample, we cannot guarantee it will be available. We will contact you should this issue arise to arrange a full refund or to arrange different samples.

Due to limited sample stock, this sample service is not available to those who have already had a showroom appointment.

If you go on to purchase a ring from us within 6 weeks of having the sample service, the £85 will be credited towards your total order value. We require the sample be returned to us within 5 days, in the same condition you received, otherwise £100 will be deducted from your bank account.

A full refund of £85 will be given will be issued to the same card or bank account that was used to place the order, within 14 days from when we receive the sample back in the same condition as it was received.

PRIVACY & COOKIES
From time to time, you will be asked to submit personal information about yourself (e.g. name and email address etc) in order to receive or use services on our website. Such services include newsletters, diary reminders and email bulletins. The privacy and cookie policy statement explains Ethica Diamonds’ policy regarding the personal information we collect about you.

COMPLAINTS
Whether shopping with us online, in-store or via the telephone, we hope you have a fantastic experience every time. If for any reason you feel the service you received hasn’t been of a high standard, please do get in touch with us so we can understand what’s happened and how we can make things better.

SUBMISSIONS
You acknowledge and agree that any content that you share with Ethica Diamonds, including but not limited to questions, comments, suggestions, ideas or any other information will be deemed non-confidential and shall become the sole property of Ethica Diamonds. This includes bespoke commissions, semi customised CAD images and any designs that we produce and all related imagery. Ethica Diamonds will, therefore, own exclusive rights, including all intellectual property rights to this content, thus entitling the company to the unrestricted use and dissemination of these materials for any commercial purpose without any acknowledgement or compensation to you. We will exercise discretion for a 14 day period following despatch of your bespoke order, before we share images or videos of bespoke pieces across our social channels and website. After this period, if you have not made contact with us to tell us otherwise, we reserve all rights to share images and videos publicly.

Please note that setting different stones in one of our existing designs is not part of our bespoke or semi customised service and we are not obliged to treat these type of orders in the same way. We will share and post images and videos without seeking prior permission from the purchaser.

REPAIRS & MAINTENANCE
Even with the best of care, jewellery pieces may require professional attention and if you wear fine jewellery daily, a little wear and tear is normal.
We operate a non-profit repair and maintenance service, covering all work carried out for existing clients.

View the policy

DIAMONDS & GEMSTONES
Accented, halo and melée
As standard, we use lab-grown diamonds in all of our jewellery that features melée/pavé (small) or accented diamonds which include halo, shoulder set engagement rings, earrings and pendants and diamond set bands.

The quality is E/F colour and VS clarity.

Multistone
Multi stone and three stone rings will either be set with lab grown diamonds which complement your chosen centre lab grown diamond or Ethica Diamonds if you choose an Ethica Diamond centre gem.

Lab grown diamonds
We carefully select the highest quality VVS clarity D-F colour lab grown diamonds for our diamond jewellery. However, if you want to choose your own diamond, we can send you options by email so you can view the grading report and 3D videos before committing to your order.

DIAMOND SIZE
Diamonds sold as part of jewellery may not each have unique certificates, please refer to the tolerance specifications [ETHICA DIAMONDS TOLERANCE CHART].

WEBSITE LINKS
Links to third party websites are provided solely for your convenience. By using these links you will be leaving the Ethica Diamonds website. We cannot accept any responsibility for the content or availability of third party websites. We therefore do not endorse or make any representations about the sites themselves, any material found there, or any adverse results obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk.
If you would like to link to our website you may only do so on the basis that you link to, but do not replicate, the home page. Such links are subject to the following conditions:

1. you must not remove, distort or otherwise alter the size or appearance of the Ethica Diamonds logo
2. you must not create a frame, or any other browser, or border environment, around this website
3. you must not in any way imply that Ethica Diamonds are endorsing any products or services other than our own
4. you must not misrepresent your relationship with us, nor present any other false information about us
5. you must not otherwise use any Ethica Diamonds trademarks displayed on this website without our express written permission
6. you must not link to us from a website that is not owned by you
7. you must ensure that your website does not contain content that is: distasteful; offensive; controversial; infringes any intellectual property rights, or other rights, of any other person; or otherwise does not comply with all applicable laws and regulations

ERRORS, INACCURACIES OR OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order, in which case, we will refund you any purchase price you may already have paid us and, if applicable, we will organize for the return of the product; or alternatively, you will be able to accept the change(s) made by us and go through with the purchase under such new terms as have been amended).

No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

We use cookies to enhance your experience on our website and provide personalised content.

Cookies are small text files used by websites to log information and enable certain functionality.

We use cookies for a variety of reasons, mainly to make the website more efficient to use, but also to provide us with information that helps improve the quality of our website and enhances your shopping experience.

Some of the cookies we use are essential to make the website work properly and enable you to shop online. Without these your experience of our website would be very restricted.

Some of the cookies we use are placed by third party services that appear on our pages and help to provide you with personalised content and ads, on this site and across other websites you visit.

You can at any time change or withdraw your consent from the Cookie Declaration on our website. Please state your consent ID and date you visited our website if you contact us regarding your consent.

To find out more about our use of cookies and data, as well as how you can contact us, please visit see our Privacy Policy.

You can at any time change or withdraw your consent from the Cookie Declaration on our website.

We use the following cookies:

1. Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.

2. Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

3. Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).

4. Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

You can find more information about the individual cookies we use and the purposes for which we use them in the table below:

 Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.

Reference cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.

Statistic cookies help website owners to understand how visitors interact with websites by collecting and reporting information anonymously.

Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.

Unclassified cookies are cookies that we are in the process of classifying, together with the providers of individual cookies.

Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

You may block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. Alternatively, you can visit www.allaboutcookies.org, which provides general information about cookies and how you can manage cookies on your computer. Please note that if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

INTRODUCTION
Here at Ethica Diamonds, we take your privacy and security seriously. This Privacy Policy, along with our Cookies Policy, explains how we use and protect any personal data that we collect from you, or that you provide to us.

We want this policy to reassure you that we are completely committed to keeping your information safe, but if you have any questions you want to ask us, please email us at info@ethicadiamonds.co.uk or write to us at Suite 17, St Austell Business Park, Carclaze, St Austell, PL25 4FD.

When shopping with us and using this website, the data controller is Kinetique Ltd. (trading as Ethica Diamonds).

COOKIES
In addition to the data outlined in this privacy policy, we also use Cookies to gather anonymous information, which makes our website more efficient to use and helps us improve the quality of your shopping experience. This includes the use of a technology service called ContentSquare, which collects behavioural and device data (e.g. how much time is spent on certain pages, device type, browser information etc.). Neither ContentSquare nor we will ever use this information to identify individual users or to match it with further data on an individual user. All the Cookies we use do not contain any personal or confidential information. You can find out more by reading our Cookies Policy.

CHANGES
We may change our Privacy policy from time to time. If or when changes are made we’ll include them here, so be sure to check back occasionally.

OUR PRINCIPLES
When handling your personal data, we will always comply with the obligations set out in the Data Protection Act 1998 (the DPA) and the General Data Protection Regulation (the GDPR) from 25th May 2018. We also promise to do the following:

YOUR INFORMATION
– We’ll only collect and use your information where we have your permission to do so.
– We’ll be transparent in our dealings with you and tell you how we’ll collect and use your information. If we collect your information for a purpose, we’ll only use it for that purpose, unless you’ve been otherwise informed and given your permission where relevant.
– We won’t ask for more information than we need for the purposes for which we’re collecting it.
– We’ll update our records when you tell us that your details have changed.
– We’ll periodically review your personal information to ensure we don’t keep it for longer than is necessary.
– We’ll ensure that your information is securely disposed of at the end of the appropriate retention period.
– We’ll observe your rights under applicable privacy and data protection laws and will ensure that queries relating to privacy issues are dealt with promptly and transparently.
– We’ll train our staff on their privacy obligations.
– We’ll ensure we have appropriate physical and technological security measures to protect your information regardless of where it’s held.

There are various ways in which we’ll collect information from you, such as:

– When you shop with us, online, in-store or on the phone
– When you register to create an account with us online
– When you request a brochure or a ring sizer from us
– When you enter a competition or prize draw
– When you complete a survey or questionnaire
– When you signup to receive emails from us online or over the phone
– When you start a purchase online but don’t complete it
– When you write a product review
– When you place a product on deposit
– When you use our Repairs service
– When you contact our Customer Services team
– When you talk to us on Facebook, Instagram, or any other social media channel

The information we collect and how it’s used can include:

1. Your contact details (name, telephone number, email address, billing address, delivery address)

– To deliver your order
– To discuss and send updates about your order or purchase or repair
– To discuss an enquiry or complaint with you
– To carry out necessary fraud checks
– To send you offers, news, inspiration and other updates (if you’ve opted in to these communications)
– To send you an electronic copy of your receipt
– To follow up on your order and request a review

2. Your transactional and browsing details (purchased items, items you’ve saved to your ‘favourites’, items you’ve added to your bag, where you purchased)

– To make product recommendations
– To enhance and personalise your shopping experience
– To send you reminders of your shopping bag or favourites list
– To meet our contractual obligations for things like refunds and exchanges
– To inform you of any upcoming promotional events events (if you’ve opted in to these communications)
– To help us understand how you use our website

3. Your device details (IP address, location, device details)

– To deliver the best shopping experience for your phone/laptop/tablet
– To carry out necessary fraud checks

4. Your payment information (your payment card’s expiry date and last 4 digits). Your other payment details, such as card number and CV2, are taken by our secure payment gateway (Stripe) which we use to process your payment without needing to know your card details.

– To carry out necessary fraud checks
– To process payments and refunds

5. Your interactions with us (emails and letters you send to us, chat transcripts you have using our Live Chat service, phone calls you have with us)

– To ensure we’re providing you with the best service possible
– To assist with training and development of our team
– To support with complaints 

SHARING YOUR INFORMATION
We will never sell your personal information, but there are occasions where we need to share it with trusted third parties, in order to meet our obligations to you and provide certain services.

THIRD PARTIES
– Couriers and delivery partners, so we can send your order to you
– Fraud prevention services, to protect you and us from fraud
– Payment providers who we partner with for payment services, such as Deko & Duology finance and credit/debit card processing
– Technology partners that help service our website and key business systems
– Other service agencies who we carefully select to provide support for things like advertising and marketing
– Any third party that requires us to disclose personal information in order to comply with legal, regulatory and statutory obligations, such as a law enforcement agency
– Please be assured that when we outsource any processes, we ensure that these companies have adequate security measures in place. We’ll also require them to comply with privacy principles as part of our contract with them.

– When using our website, we also use third-party tracking services to help monitor advertising and sometimes, to personalise the ads you see on other sites. You can read more about this in our Cookie Policy.

In order to be able to offer you Duology’s payment options, we will pass to Duology certain aspects of your personal information, such as contact and order details, in order for Duology to assess whether you qualify for their payment options and to tailor the payment options for you.

General information on our finance partner can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in their privacy policy.

OTHER THIRD-PARTY WEBSITES
Our website may, from time to time, contain links to and from third-party websites, such as the partners we work with. If you follow a link to any of these websites, please note that these websites have their own privacy policies, which we would advise you to check before submitting any personal data.

HOW WE STORE AND PROTECT YOUR INFORMATION
The security of your data is extremely important to us and we have various measures in place to ensure we’re doing all we can to protect it.

All details held in the ‘my account’ section of the website (for registered customers) are password-protected.

We serve all of our pages securely using the https secure technology to encrypt the data you enter and prevent unauthorised access.

We also regularly test the robustness of our IT systems to identify any vulnerabilities.

We may monitor the use and content of emails, calls and secure messages sent from and received by us, in order to detect the transmission of computer viruses and attempts to prevent this website or its services from working.

HOW LONG WE KEEP YOUR INFORMATION
We’ll retain your information for as long as is required to carry out the relevant services it was collected for, or for as long as you keep your account with us.

There may be certain legal requirements for us to keep some data longer than this, but it will continue to be managed in accordance with this Privacy Policy.

YOUR RIGHTS
You have various rights over the personal information we hold about you.

– You can request to access the data.
– You can correct any incorrect or incomplete information we hold.
– You can request that we delete, remove or stop processing your data.
– You can withdraw your consent, or change your preferences, for Marketing communications.
– If you wish to do any of these things you can contact our customer services team at info@ethicadiamonds.co.uk or by calling 01872 222248.

OPTING OUT OF MARKETING COMMUNICATIONS
You can opt out at any time by doing one of the following:

If you’re registered online, you can login to your account and change your preferences.
You can click the ‘unsubscribe’ link in any of our Marketing emails.
You can Contact Us using our online form, or email us at info@ethicadiamonds.co.uk
You can write to us: Customer Services, Ethica Diamonds, Suite 17 St Austell Business Park, Carclaze, St Austell, PL25 4FD Cornwall.
You can call us on 01872 222248 and speak to our Customer Services Team. They are available Monday to Friday, 9.00am-5.00pm.
If you have concerns about the way we handle your personal data, you can contact the Information Commissioners Office.

COMMENTS & FEEDBACK
We welcome any feedback you may have, so if you have any questions or comments about this Privacy Policy please contact us:

Email: info@ethicadiamonds.co.uk

Write to us at Ethica Diamonds, Suite 17 St Austell Business Park, Carclaze, St Austell, PL25 4FD Cornwall.

HOW TO RAISE A COMPLAINT

CALL US
Our Customer Services team are available Monday-Friday, 9.00am-5.00pm on 01872 222248

EMAIL US
Email us at info@ethicadiamonds.co.uk 

WRITE TO US
Ethica Diamonds Customer Services,
17 St Austell Business Park
Carclaze
St Austell
PL25 4FD

VISIT US
Or talk to us in person
Please make an appointment to come in to discuss your concerns.

WHAT YOU WILL NEED TO RAISE A COMPLAINT
You’ll need to have the following information handy:

– Your full name, address and where applicable order number/transaction ID

– Details of your complaint

– Copies of any emails or other documents relating to your complaint

– What your ideal resolution would be

WHAT HAPPENS NEXT?
We aim to respond to all complaints within 2 working days (Monday to Friday, excluding bank holidays) to acknowledge we’ve received it.

Within 7 working days of receipt of your complaint, we’ll provide a full response to explain how we’ve resolved it. In some circumstances, we will be unable to resolve your complaint and may either request additional information to help with our investigation, or may advise that we require longer in order to reach a satisfactory resolution.

If your complaint relates to a finance agreement, we may need to refer you to the finance partner in question. If this is the case, we’ll explain this in our response.

Please be assured that we will do all we can to resolve your complaint as quickly as possible and provide a solution you’re happy with.

LEGAL OMBUDSMAN
If you are not happy with our final response you have the right to escalate the complaint to the Financial Ombudsman Service, their contact details can be found below. You can do this up to 6 months after receiving our final response.

Please note, the Financial Ombudsman Service will only consider your complaint once you have received a final response from ourselves. They are also only able to deal with complaints which relate to purchases in the last 6 years, or within 3 years from when you realised you had cause for complaint (if that is later).

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet. Alternatively, you can obtain a copy from:

• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Online: www.financial-ombudsman.org.uk
• By freephone: 0800 023 567 *
• Or Standard Telephone: 0300 123 1 123 *
• Outside of the UK: +44 20 7964 0500

* calls are charged at the same rates as 01/02 number on mobile tariffs.

UPDATES TO THIS POLICY
We may change this policy from time to time due to changes in regulatory framework or a change in contact information. Any changes to this policy will be made available here.

This section outlines our Image Usage policy. Please ensure you’ve read and understood this before accepting our request to use your content.

We love seeing your Ethica moments on social media, and we love sharing them to inspire others, too. So, if we see an image we like, we may request to use this across our channels.

Please tag us in your photo on Instagram, Facebook and tag @kindnotmined and #ethicadiamonds to alert us of your post. Your profile must be set to public so that we can see your image.

If your image is chosen, you will receive a comment on your post from Ethica Diamonds’ account, asking for permission to repost your image. Please reply with #YesEthicadiamonds to give your permission for us to use your image.

By replying to this comment, you give your full permission and agree to the terms & conditions stated in this policy. You give full permission to use your image and your social media account name, which will be displayed alongside your photo.

You will retain legal ownership of any rights to this image and information (including copyright) in any photo. However, by replying #YesEthicadiamonds you grant Ethica Diamonds a non-exclusive, worldwide, royalty-free, assignable, sub-licensable license to use this photo as detailed below.

HOW WILL ETHICA DIAMONDS USE YOUR IMAGES?
Marketing channels
We may use your photo across Ethica Diamonds marketing channels, including but not limited to: social media, emails, Ethica blog, press, advertising, direct mailings, brochures.

Ethica Diamonds website
We may use your photo on Ethica Diamonds website, including but not limited to: product pages, editorial content, landing pages, homepage.

By replying #YesEthicadiamonds you also warrant that 1) you are over 18 years of age and 2) you own all rights (including copyright) in the photo uploaded, or if the photo is subject to third party rights, you have all required licences, rights, consents and/or permissions to publish the photo. To the extent permitted by law, you also agree to waive any moral rights you may own in relation to any photos uploaded.

Ethica Diamonds may use, edit, alter, reproduce, translate or publish any photo uploaded at Ethica Diamonds’ sole discretion. This includes adding the Ethica Diamonds logo where applicable.

If you change your mind and you no longer want Ethica Diamonds to use your image, please email us at info@ethicadiamonds.co.uk.

IMAGE CONTENT GUIDELINES
All uploaded photos are moderated by Ethica Diamonds. We will not select images that contain any of the following content:

1. Copyrighted and/or Trademarked Material; content that contains any third party content such as trademarks, logos, company names, insignia, photographs, or works of art, photos and/or videos of TV or film scenes.
2. Abusive imagery or comments; any images that could be reasonably considered as harmful, threatening, or violent, harassing, abusive, offensive, hateful, inflammatory, discriminatory, profane, or bullying.
3. Private and Confidential; do not upload anything that would be considered confidential or that would allude to an individual.
4. Advertising; do not advertise or promote your own or third parties’ goods or services in any photos
   Complaints regarding images used

If you believe an image used on our webpage or social is offensive or violating someone’s legal rights, then you can report the image to info@ethicadiamonds.co.uk.

We reserve the right to remove the images from our Instagram, Facebook, website or marketing materials at any time, for any reason.

THIRD PARTY SITES
Please note that Ethica Diamonds is unable to, nor is responsible for, the removal of any photos shared or posted by third parties which are not under Ethica Diamonds control. If you wish to report a photo shared on a third-party site, you should contact them directly.

WHAT IS THE PURPOSE OF THIS POLICY?
Everybody has the potential to become vulnerable at some point in their lifetime. It is therefore certain that we will have dealings with customers who are experiencing vulnerable circumstances during the course of our business.

As a business authorised and regulated by the FCA for our credit broking activities, it is important that we have a suitable policy in place, and that our staff understand how to identify vulnerability and how to adapt their dealings with vulnerable customers to meet their needs and achieve fair outcomes.

Vulnerable customers are likely to need additional assistance at some stage in order to avoid detriment (financial or psychological) when applying for finance.

The purpose of this policy is to ensure that the way in which we conduct our business does not have a negative impact on vulnerable customers.

A vulnerable customer is defined by the FCA as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with the appropriate levels of care.”

We are committed to ensuring that all staff involved in the sale of products or services where finance is available, are capable of identifying vulnerable customers, and that they can handle a situation involving a vulnerable customer with the required levels of care, attention, and respect.

A customer may find it difficult to make an informed decision about their available options for a variety of reasons. The risk factors that contribute to vulnerability in financial services include: 

– low literacy, numeracy and financial capability skills

– physical disability

– severe or long-term illness

– mental health problems including common mental disorders

– low income and/or debt

– caring responsibilities (including operating a power of attorney)

– being elderly, although this is not absolute (may be associated with cognitive or dexterity impairment, sensory impairments such as hearing or sight, onset of ill-health, not being comfortable with new technology)

– being young (associated with less experience)

– change in circumstances (e.g. job loss, bereavement, divorce)

– lack of English language skills

– non-standard requirements or credit history (e.g. armed forces personnel returning from

– abroad, ex-offenders; care-home leavers, recent immigrants).

Living with a disability, illness or diagnosis does not in itself make someone vulnerable. In the context of financial services, it is the person’s situation and barriers to accessing such services that may make them vulnerable. Equally a person may be vulnerable without any disability, illness or diagnosis, for example if they are recently bereaved or frail.

Vulnerability is not necessarily a permanent state. Vulnerability can come and go, be short-term and temporary, long term or in some cases, permanent. Each customer’s vulnerability will be unique to them and so it is important that our staff adapt their communication and actions appropriately, based on each individual customer’s needs.

IDENTIFYING VULNERABLE CUSTOMERS
For our staff to correctly address the needs of a vulnerable customer, it is important to be able to identify them.

The customer may have indicated one or more of the risk factors referred to above, or one or more of the following indicators may become apparent during a telephone or webchat conversation or face-to-face in store:

1. a) Can the customer hear everything you are saying and do they understand what you are saying? Do they ask you to slow down or to speak louder? Are you sure they have heard and understood all the relevant details? Do they ask you to clarify any details or advise they do not understand terminology being used?
2. b) Does the customer stay on topic and hold a conversation that is coherent, or do they appear distracted or confused? Do the customers responses remain relevant and are their questions typical for the discussion being had?
3. c) Does the customer take an unusually long amount of time to answer a question that suggests they are struggling to process the information provided to them?
4. d) Does the customer indicate they may have a disability or impairment based on their voice, pronunciation, breathing, hearing or ability to understand the conversation? Are they coherent and fluent in the language being used?
   

ASSISTING VULNERABLE CUSTOMERS
Just because somebody is vulnerable does not automatically mean that they are unsuitable for our products and services, or that they will not be able to obtain finance. As soon we think we may be engaging with a vulnerable customer we should take care to adhere to the requirements set out in this policy.
When dealing with vulnerable customers staff must be aware of the following guidelines:

1. a) Remain patient and empathetic; do not rush the customer, interrupt or appear impatient. Allow the customer to arrive at their own decisions and process the information sufficiently.
2. b) Ensure the customer is able to hear and understand what you are saying; ask the customer to explain their understanding of what you are telling them, or include questions as frequently as possible to ensure they are aware of and understand what is being discussed.
3. c) Allow the customer to explain thoroughly; do not assume you already know what their requirements or needs are, and do not finish off their sentences which often implies you are rushing them to progress the conversation. Listen carefully to the customer and remain conscious of any absence of understanding, hints at unawareness, or forgetfulness of topics already discussed.
4. d) Clarify that the customer is comfortable with the standard and method of communication and offer to provide details in an alternate format such as via post or email for clarity.

When a vulnerable customer has been identified a relevant note should be added to their record in the Ethica Diamonds BackOffice system to ensure awareness extends to all staff within the company, at Ethica Diamonds and the Lender who may deal with the customer. It is important that we maintain a consistent level of service, and that a vulnerable customer receives adequate care irrespective of which staff they liaise with. Any such notes should describe the reasons for the assessment of the customer as vulnerable and be factual, concise, not excessive and confirm that consent has been taken to record the information.

TEXAS DRILL
If a customer discloses information about their vulnerability it may include ‘special category’ data, which requires us to implement additional controls under the UK GDPR. The TEXAS drill is a simple, yet effective way to treat a customer fairly, record relevant information and comply with our obligations under the GDPR:

• Thank the customer for sharing the information with you.
• Explain to the customer how you will use that information and who it will be shared with (i.e. Ethica Diamonds and the lender(s))
• Gain eXplicit consent from the customer to record the information and use it as explained to them. Without this, you will not be able to record details about the customer’s vulnerability.
• Ask up to three questions to help understand more about the customer’s vulnerability:

1. How does your situation make it difficult to manage your finances?
2. Do you have any specific communication needs or preferences that we can share with your lender to help them meet your needs?
3. Do you have anyone who could help you with deciding about whether to apply for finance?

• Signpost the customer to sources of free and independent help and support if appropriate, such as their local Citizens Advice Bureau, the Money Advice Service, Mind or the Samaritans.

MENTAL CAPACITY
Mental capacity relates to the ability of the individual to understand and to retain and evaluate relevant information to be able to make a decision based on that information.

If a member of staff believes that a vulnerable customer is unable to make a decision for themselves regarding their purchase, they should attempt to identify a carer or next of kin who is authorised to act on their behalf with respect to their financial affairs. in many cases, a parent or spouse will represent the interests of the vulnerable customer.

PRODUCT INFORMATION & FINANCIAL PROMOTIONS
We acknowledge that there are limits to what we can reasonably do to form a view as to whether a customer is in a vulnerable situation, especially when they follow an online journey on our website.

However, it is good practice in product information and any financial promotions, whether online, in-store or over the telephone, to be clear, concise and transparent with customers about the key features of the financial services. As a responsible credit broker, we are committed to meeting high standards of customer communication and will always adhere to the content requirements stipulated by Ethica Diamonds and/or our lenders.

Where our staff may engage with customers about finance, those staff will only be permitted to do so once they have successfully completed the relevant training and acknowledged that they have read and understood this policy.

OUR COMMITMENT
To ensure we treat vulnerable customers fairly, we will take the following actions:

• All employees are given initial training in identifying and dealing with vulnerable customers
• All employees will be provided with ongoing training and regular updates to ensure employees continue to implement our policies
• Our systems will facilitate the identification of vulnerable customers where possible
• Our systems will enable us to deal with vulnerable customers in the most appropriate manner, so their needs are met
• The needs of vulnerable customers will be factored into the service provision and design of the products we offer
• Our policies will be clear to customers, and to the third-party organisations we deal with, including Ethica Diamonds and our lender(s)
• Management information will be used regularly to review and improve our policies and procedures
• We will ensure the proper recording and reporting of information with the customer’s explicit consent; We will bring this to the attention of Ethica Diamonds and the lender(s), where the customer has given consent, and
• We will ensure that the customer has understood the advice and information made available to them, prior to deciding whether to apply for finance.

Introduction
Ethica Diamonds mission is to create long lasting pieces of classic jewellery using minimal resources including carbon emissions, plastic and chemicals.

Positive contributions to the Planet

A commitment to continually improve our environmental performance.

• We will continually reassess our environmental impact so we know how we can continually improve it. We will do this by regularly assessing what can be improved in our processes to reduce plastic use, chemicals and CO2 emissions.
• We will make it our aim to use suppliers who have the same ethos as us, with a determination to minimise their environmental impact and using renewable, recyclable, plastic free alternatives wherever possible. 
• A commitment to communicate Ethica Diamonds' environmental aims and objectives to all staff, as well as to customers.
• Ethica Diamonds will communicate our environmental aims with new starters in their induction period so our environmental policy and ambitions are clear from the offset. We will hire people with a keen interest in environmental matters and aim to assist them in making choices that are beneficial to the environment if possible and within our remit.

We aim to minimise waste by

•        Continually improve and monitor environmental performance.

•        Continually improve and reduce environmental impacts. 

•        Incorporate environmental factors into business decisions.

•        Increase employee awareness and training.

• Buying ethical and eco office supplies such as eco washing liquid and recycled sponges, biodegradable wipes.
• Ideally ordering from suppliers that can send plastic-free alternatives to ship with and emailing major suppliers before using them to ask how their parcels are packaged.
• Reusing whatever we can in our showroom and admin office.
• Ordering in bulk from suppliers to reduce the need for reordering and sending more plastic bags. This also cuts delivery C02 emissions. 
• Ordering from as many independent, sustainable brands as possible.
• Buying ethical and eco office supplies such as eco washing liquid and recycled sponges, biodegradable wipes.
• Educating the team on the 3 bin system in the kitchen (food waste, recycling and non-recycling) to ensure these are used correctly.

Minimising waste in the sale of Ethica Diamonds Jewellery

• We use recycled precious metals wherever possible. Our main jewellery manufacturing partner is SCS certified, use 100% recycled gold, holds the full registration and complies with their strict code of conduct. 
• Our gift boxes are 100% recycled and 100% recyclable from a local supplier. Made from waste paper and card and natural dyes. 
• Our Forever Boxes are crafted from responsibly sourced solid wood from FSC certified forests.
• We use traditional making techniques wherever possible as opposed to big machinery. This method is kinder and has a lower impact on the planet.
• Our tissue paper, stickers and mail bags are made by a local, Cornish eco packaging company that are committed to using recycled materials and also offset their carbon emissions.
• All promotional materials are made with recycled card and are made by the printing company next door to us!

 Energy & Water Use Policy 

• Our showroom and admin office has an ‘excellent BREEAM rating - the world's leading sustainability assessment for buildings.
• Bring layers into the office to reduce the need and length heating needs to be on. This not only saves money for Ethica Diamonds, but also benefits the environment.
• Use radiator instead of electric heater to heat up the office as it is more energy efficient.
• Use of biodegradable chemicals.
• Turn off all plugs at the end of the day.

Transport

Where possible, employees should walk/get public transport or cycle into work.

We encourage our customers to book virtual appointments with us and /or communicate their design ideas by email with us, as opposed to booking a face to face appointment where possible, to avoid unnecessary transportation.

Recycling of packaging materials

Always recycle where possible but recycling should come as a last resort. No recycling waste (or landfill) at all is preferable. 

Ethica Diamonds is committed to ecologically and socially responsible corporate governance and we pride ourselves on our reputation for honesty, integrity and excellence.
We not only expect our Suppliers to operate in full compliance with all applicable laws, rules and regulations, we expect each Supplier to go beyond legal compliance and strive to meet internationally recognised standards for the advancement of human rights, business ethics, and social/environmental responsibility.
Ethica Diamonds therefore expects and requires that its goods and services are procured from Suppliers that share our commitment to and meet certain criteria with respect to human rights, fair and safe labour practices, environmental protection and ethical business conduct and ask them to contribute in the sense of a holistic approach.

This Policy is based on national laws and regulations as well as international conventions such as the United Nations Universal Declaration of Human Rights, the Guidelines on Children’s Rights and Business Conduct, the United Nations Guiding Principles on “Business and Human Rights”, the international labour standards of the International Labour Organisation and the United Nations Global Compact. We expect our suppliers to comply with all relevant laws and regulations as well as the requirements of standards.

OUR GUIDING PRINCIPLES
Business Ethics
1. We are committed to conducting our business to a high ethical standard, and to ensuring integrity, transparency and conformance with applicable law.
2. We will not engage in bribery and/or corruption.
3. We will not tolerate money laundering and/or financing of terrorism.
4. We only work with suppliers of lab grown diamonds and gemstones that are grown above ground utilising renewable energy and/or sustainable practises that protect the environment.
5. We will disclose the material characteristics of the products that we sell.
6. We will act in accordance with anti-trust regulations.

Social Performance
7. We believe in and will respect the fundamental human rights and the dignity of the individual, according to the United Nations Declaration of Human Rights.
8. We will not tolerate the use of child labour.
9. We will not use any forced, bonded, indentured or prison labour, nor restrict the freedom of
movement of employees and dependents.
10. We are committed to high standards of health and safety in our operations.
11. We will not prevent workers from associating freely. Where laws prohibit these freedoms,
we will support parallel means of dialogue.
12. We will not discriminate based on race, ethnicity, caste, national origin, religion, disability,
gender, sexual orientation, union membership, political affiliation, marital status, physical
appearance, age, or any other applicable prohibited basis in the workplace.
13. We will not use corporal punishment under any circumstances and will prohibit the use of
degrading treatment, harassment, abuse, coercion or intimidation in any form.
14. We will adhere to working hours and remuneration legislation, or, where no such legal
requirements have been established by law, the prevailing local industry standards.
15. We will take reasonable measures to ensure the physical integrity and security of our
employees and product shipments.
16. We will support the development of communities linked to our own activities, contributing
to their social and economic welfare.
17. We will recognise and respect the rights of indigenous peoples and the value of their
traditional, cultural and social heritage.

Environmental Performance 
18. We will conduct our businesses in an environmentally responsible manner.
19. We will manage our environmental footprint by eliminating or minimising negative
environmental impacts resulting from our operations.
20. We will ensure the efficiency of our business operations by managing our waste and our use
of water and energy.

DEALING WITH EMPLOYEES
We expect our suppliers to comply with basic workers’ rights in accordance with the core labour standards of the International Labour Organisation (ILO), taking into account the laws and legal standards applicable in the various countries.

EXCLUSION FROM FORCED LABOUR
No forced labour, slave labour or work comparable to forced labour may be used. All work must be voluntary and workers must be able to leave work or employment at any time. Furthermore, there must be no unacceptable treatment of workers, such as psychological hardship, sexual and personal harassment.

PROHIBITION FROM CHILD LABOUR
Child labour must not be used at any stage of production. Suppliers are requested to adhere to the recommendation from the ILO conventions on the minimum age for the employment of children. According to this, the age should not be less than the age at which compulsory education ends and in any case not less than 15 years.

WE ARE LIVING WAGE FOUNDATION MEMBERS
By being members of this organisation, the real Living Wage, we are voluntarily taking a stand to ensure our employees can earn a wage which is enough to live on. This means that basic fairness is at the heart of our organisation because we choose to go further than the government minimum.

FAIR WORKING TIME
Working hours must comply with applicable laws or industry standards. Overtime is only permitted if it is worked on a voluntary basis and does not exceed 12 hours per week, while employees must be given at least one day off after six consecutive working days. The weekly working time shall not regularly exceed 48 hours.

FREEDOM OF ASSOCIATION
The supplier shall respect the right of workers to freedom of association, to join trade unions, to call on labour representation or to join works councils in accordance with local laws. Workers shall be able to communicate openly with management without fear of reprisal or harassment.

PROHIBITION OF DISCRIMINATION
Discrimination against employees in any form is inadmissible. This applies, for example, to discrimination based on gender, race, caste, skin colour, disability, political conviction, origin, religion, age, pregnancy or sexual orientation. The personal dignity, privacy and personal rights of each individual are respected.

HEALTH PROTECTION; SAFETY AT WORK
The supplier is responsible for a safe and healthy working environment. By setting up and applying appropriate occupational safety systems, necessary precautionary measures are taken against accidents and damage to health that may arise in connection with the activity. In addition, employees are regularly informed and trained on applicable health and safety standards and measures. Employees are provided with access to drinking water in sufficient quantities and access to clean sanitary facilities.

COMPLAINTS MECHANISMS
The supplier is responsible for establishing an effective grievance mechanism at farm level for individuals and communities that may be affected by negative impacts. 

ENVIRONMENTAL PROTECTION AND SUSTAINABILITY 
We expect all suppliers to comply with applicable national environmental laws, regulations and standards by establishing and implementing an appropriate environmental management system to minimise environmental impacts and hazards and to improve environmental protection in daily business operations.

DEALING WITH RAW MATERIALS
For conflict minerals as well as for other raw materials, the company establishes processes in accordance with the Organisation for Economic Cooperation and Development (OECD) Guiding Principles on Due Diligence to Promote Responsible Supply Chains for Minerals from Conflict
and High-Risk Areas and expects the same from its supplier. Smelters and refineries without adequate, audited due diligence processes should be avoided.

TREATMENT AND DISCHARGE OF INDUSTRIAL WASTE WATER
Wastewater from operations, manufacturing processes and sanitary facilities should be typed, monitored, inspected and, if necessary, treated before discharge or disposal. In addition, measures should be introduced to reduce the generation of wastewater.

DEALING WITH AIR EMISSIONS
General emissions from operations (air and noise emissions) as well as greenhouse gas emissions shall be typified, routinely monitored, verified and treated as necessary prior to their release. The supplier is also responsible for monitoring its exhaust gas cleaning systems and is required to find economic solutions to minimise any emissions.

HANDLING WASTE AND HAZARDOUS SUBSTANCES
The supplier shall follow a systematic approach to identify, handle, reduce and responsibly dispose of or recycle solid waste. Chemicals or other materials that pose a hazard if released into the environment shall be identified and handled in a manner that ensures safety during their handling, transport, storage, use, recycling or reuse and disposal.

REDUCE CONSUMPTION OF RAW MATERIALS AND NATURAL RESOURCES
The use and consumption of resources during production and the generation of waste of all kinds, including water and energy, shall be reduced or avoided. This is done either directly at the point of generation or through procedures and measures, e.g. by changing production and maintenance processes or procedures in the company, by using alternative materials, through savings, through recycling or with the help of the reuse of materials.

DEALING WITH ENERGY CONSUMPTION/EFFICIENCY
Energy consumption shall be monitored and documented. Economic solutions must be found to improve energy efficiency and minimise energy consumption.

ETHICAL BUSINESS CONDUCT
FAIR COMPETITION
The standards of fair business, fair advertising and fair competition shall be observed. In addition, the applicable antitrust laws must be applied, which in particular prohibit agreements and other activities that influence prices or conditions in dealings with competitors. Furthermore, these regulations prohibit agreements between customers and suppliers that are intended to restrict customers’ freedom to autonomously determine their prices and other conditions when reselling.

CONFIDENTIALITY/DATE PROTECTION
The supplier undertakes to meet the reasonable expectations of its client, suppliers, customers, consumers and employees with regard to the protection of private information. The Supplier shall comply with data protection and information security laws and government regulations when collecting, storing, processing, transmitting and disclosing personal information.

INTELLECTUAL PROPERTY
Intellectual property rights shall be respected; technology and know-how transfers shall be made in a way that protects intellectual property rights and customer information.

INTEGRITY
The highest standards of integrity shall be applied in all business activities. The supplier shall have a zero tolerance policy in prohibiting all forms of bribery, corruption, extortion and embezzlement. Procedures for monitoring and enforcing standards shall be in place to ensure compliance with anti-corruption laws. 

IMPLEMENTATION OF THE REQUIREMENTS
We expect our suppliers to identify risks within supply chains and to take appropriate measures. In the event of suspected violations and to safeguard supply chains with increased risks, the company requires disclosure of the supply chains.

The company checks compliance with the standards and regulations listed in this document in an appropriate manner.

The company reserves the right to take appropriate measures against suppliers who do not meet these requirements, which may ultimately lead to the suspension or termination of a supply relationship.

ACKNOWLEDGEMENT AND CONSENT OF THE SUPPLIER
By signing this document, the supplier undertakes to act responsibly and to comply with the principles/requirements listed. The supplier confirms that it effectively communicates the contents of this Code to workers, agents, subcontractors and suppliers and assures that all necessary arrangements are properly implemented.

References:

United Nations Global Compact

Universal Declaration of Human Rights

International Labour Standards (ILO)

Healthy & Safety Standard