Terms & Conditions

Welcome to Neatie.com. This website is operated by Neatie (Apollo Global Trade Limited, registered office: 81 Chancery Lane, London, England, WC2A 1DD). Throughout the site, the terms “we”, “us”, and “our” refer to Neatie.com and Apollo Global Trade Limited. By visiting our website, creating an account, uploading custom design assets, or purchasing handcrafted jewellery from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms & Conditions”, “Terms”), including those additional terms and policies referenced herein or available by hyperlink.

Please read these Terms & Conditions carefully before accessing or using our website. By accessing or using any part of the site, you unconditionally agree to be bound by these Terms, regardless of whether or not you choose to register an account or place an order. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any of our services.

We reserve the right to update, change, or replace any part of these Terms & Conditions by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Any questions regarding these Terms & Conditions should be directed to our customer support team at support@neatie.com 

1. Website Registration & Account Security

You can access most areas of Neatie.com without registering your details with us. Certain features, such as tracking active custom orders, saving wishlist items, managing delivery addresses, or retrieving past design records, require user registration.

• Single User Accounts: Each registration on Neatie.com is for a single user only. We do not permit you to share your username, password, or account credentials with any other person or with multiple users on a network.
• Credential Responsibility: Responsibility for the security of any passwords issued or created rests entirely with you. If you know or suspect that someone else has gained unauthorized access to your password, you must notify us immediately at support@neatie.com.
• Account Suspension: We reserve the right to suspend, disable, or terminate your registration immediately at our reasonable discretion if you breach any of your obligations under these Terms & Conditions.

2. Ordering & Bespoke Contract Formation

Because Neatie specializes in custom-made, personalized jewellery, specific contract steps apply to every order submitted through our online checkout:

A. Placing an Order

You are deemed to place an order with us by completing our online checkout process, uploading your custom design assets (e.g., text, initials, photographs, handwriting samples, or soundwaves), and submitting payment. Upon completing checkout, you will receive an automated order acknowledgement email detailing the items and customization specifications you have submitted.

B. Contract Acceptance

Our formal legal acceptance of an order takes place when we dispatch the finished item from our workshop and send you a dispatch confirmation email containing tracking details. The purchase contract is finalized at the moment of dispatch, even if your payment was processed immediately upon checkout, unless we have notified you that we do not accept your order or you have validly canceled it prior to production.

C. Customer Duty of Accuracy

Because personalized items are crafted to order, you maintain a strict duty to carefully review all custom inputs—including spelling, capitalized letters, dates, chain lengths, ring sizes, and uploaded photographs—before submitting your order. Once a custom item enters workshop production, changes or spelling corrections cannot be guaranteed.

D. Workshop Branding & Hallmarking

Please note that we reserve the right to subtly brand or stamp our personalized jewellery pieces with our logo, trademark, or legal metal purity hallmarks (such as the "925" stamp on sterling silver) in accordance with British and international hallmarking legislation.

E. Right to Refuse Orders

We reserve the right to refuse or cancel any order at any time before dispatch, issuing a full refund, under the following circumstances:

1. Where raw materials, specific gemstones, or components are unavailable.
2. Where we are unable to obtain authorization for your payment.
3. If there has been an obvious pricing error or product description error on the website.
4. If you do not meet any eligibility criteria set out in these Terms.
5. If the requested delivery address is outside the destination countries served by our logistics network.
6. If your order for personalized products contains content that violates our Content Guidelines (Section 6).
7. If we suspect the order is placed for unauthorized commercial resale, bulk exploitation, or non-domestic concerns.

3. Pricing, VAT & Payment Terms

• Included Taxes: All prices displayed on Neatie.com include Value Added Tax (VAT) or applicable local sales taxes at the current prevailing rate (where applicable). Where tax rates are specified separately, VAT will be itemized in the final checkout summary.
• Delivery & Express Charges: Standard shipping is free to major global destinations. Any additional fees for packing, express queue jumping, priority air shipping (£15 / $20), or specialized insurance are clearly displayed before you submit your payment.
• Price Revisions: Prices for our products are subject to change without notice due to fluctuations in precious metal markets (such as bullion silver and gold exchange rates). However, price changes will never affect orders that have already received an order confirmation email.

4. Delivery, Workshop Timelines & Risk

We deliver handcrafted products to the delivery address provided during checkout. You may specify a delivery address that is different from your billing address (e.g., when sending a gift directly to a recipient).

A. Fulfillment & Working Hours

Our standard workshop and dispatch hours are Monday to Friday, 9:00 AM to 5:30 PM (excluding weekends and UK bank holidays). All delivery and production timeframes quoted on the site refer strictly to working days.

B. Estimated Delivery Windows

Our standard timeline aims to deliver 90% of custom orders within 3 to 10 working days after payment, covering both workshop handcrafting and courier transit. Express priority orders typically shorten this total process to within 1 week (3 to 5 working days).

C. Address Accuracy & Redelivery Fees

If any details in your delivery address are incorrect or incomplete, Neatie cannot be held liable for lost, undelivered, or delayed parcels. In the event that we reproduce a custom item for you due to an incorrect original address provided by the customer, and the original parcel is subsequently returned to us as undelivered, we reserve the right to charge an administrative and remanufacturing fee up to 100% of the sales value.

D. Unexpected Delays & Force Majeure

While every effort is made to deliver goods within quoted timescales, deliveries can occasionally be delayed by unforeseen circumstances, peak holiday seasons (such as Christmas), or events beyond our reasonable control. We accept no liability for out-of-pocket expenses, emotional distress, or secondary costs incurred due to delayed deliveries caused by:

• Severe weather conditions, natural disasters, or acts of God;
• Fire, flood, or explosion;
• Industrial disputes, postal strikes, or transport network disruptions;
• Customs clearance holds or regulatory inspections.

E. Non-Delivery Claims

If your package has not arrived within 28 days of placing your order, Neatie accepts no liability unless you have notified us in writing via support@neatie.com within this 28-day window. In the event of a missing package, we must allow 14 working days from the date of dispatch before taking formal replacement action or filing loss claims with carriers like Royal Mail, DHL, or FedEx.

5. Cancellations, Returns & Refund Exceptions

Because our catalog features both custom-made bespoke items and non-personalized jewellery, different return rules apply under consumer protection laws:

A. Bespoke & Personalised Products (Statutory Exception)

Under statutory consumer protection regulations, the standard legal right to cancel or return goods within 14 days does not apply to items made to order, personalized, or customized specifically for you.

• Pre-Production Cancellation: You may cancel a personalized order only if you notify our support team before the piece has entered workshop production. Because custom orders enter modeling and cutting quickly, immediate notification is essential.
• Post-Production/Change of Mind: Once a custom piece has been handcrafted, engraved, or dispatched, it cannot be canceled, returned, or refunded for change of mind or customer-submitted spelling mistakes.

B. Non-Personalised Products

If you are not completely satisfied with a non-personalized, stock item, you may return it within 14 working days of receipt for a full refund of the product price.

• Return Condition: Returned non-personalized items must be unworn, in their original condition, and packed in their original gift boxes.
• Return Postage: You are responsible for paying return postage costs on non-personalized unwanted items. We recommend using a tracked, insured postal service, as Neatie cannot be held responsible for return items lost or damaged in transit.
• Seasonal Extensions: During the Christmas holiday period (orders placed between 1st November and 22nd December), returns on non-personalized goods are extended until 19th January.

C. Defective, Damaged, or Incorrect Items

If an item arrives damaged, defective, or with an engraving mistake made on our part (contrary to your submitted order confirmation), please contact us via our Customer Support Portal within 30 days of delivery with a photographic proof of the issue.

Upon verification, we will provide a prepaid returns label and immediately dispatch a complimentary replacement or issue a full refund. Items returned due to defects must be sent back in the condition received within 30 days of delivery.

D. Discount Code Adjustments

If a promotional discount was applied to your original order, any refund issued will be adjusted to reflect the revised order value and applicable discount threshold. Only one promotional discount code can be used per order.

6. Custom Photo Uploads & User Conduct

When using our custom photo upload, graphic submission, or engraving text facilities, you agree to adhere to strict conduct guidelines:

• Intellectual Property Warranties: You warrant that you hold all necessary copyright, trademark, and usage permissions for any image, logo, or text you upload. Neatie will not be held responsible for any third-party copyright or trademark infringement caused by customer submissions.
• Prohibited Content: You are strictly prohibited from uploading, requesting, or transmitting any text or image that:
  1. Is threatening, defamatory, obscene, indecent, offensive, pornographic, abusive, or discriminatory;
  2. Incites racial hatred, violence, or blasphemy;
  3. Breaches third-party privacy, confidentiality, or trademark rights;
  4. Causes unnecessary anxiety, annoyance, or distress to our workshop artisans;
  5. Constitutes or encourages conduct considered a criminal offence under UK law or international legislation.
• Right to Refuse Customization: We reserve the absolute right to refuse and refund any order requesting customization that violates these guidelines.
• Technical Harm: You must not misuse our website by knowingly introducing viruses, Trojans, worms, logic bombs, or other material that is malicious or technologically harmful, nor attempt to gain unauthorized access to our servers or databases.

7. Website Intellectual Property & User License

Unless otherwise stated, all copyright, trademarks, design rights, software, website graphics, photography, and written content on Neatie.com are owned by Apollo Global Trade Limited or our licensors.

• Limited Personal License: You are permitted to view, download, or print single copies of pages from Neatie.com for your own personal, non-commercial use, provided you do not modify any content and keep all copyright notices intact.
• Prohibited Reproduction: No part of this website may be reproduced, stored in a retrieval system, modified, republished, or included in any other website or public electronic service without our prior written permission.
• Automatic Termination: Any breach of these intellectual property terms immediately terminates your permission to use Neatie.com, and you must destroy any downloaded or printed extracts.

8. Product Imagery & Color Disclaimers

While we take extreme care to photograph and display our handcrafted jewellery as accurately as possible, slight variations may occur. Handmade jewellery naturally exhibits minor variations in texture, polish depth, and engraving alignment. Furthermore, the actual colors you see depend on your display monitor or mobile device settings. Placements of custom engraved text are placement previews; placed orders are executed by skilled artisans to best fit the physical dimensions of the piece.

9. Disclaimer & Limitation of Liability

While we endeavor to ensure that all information on Neatie.com is correct, we do not warrant the absolute accuracy or completeness of the material on this website. We may make changes to products, materials, prices, or delivery services at any time without notice.

• "As Is" Basis: To the maximum extent permitted by applicable law, Neatie provides this website and its services on an "as is" and "as available" basis, excluding all representations, warranties, conditions, or guarantees (implied or express).
• Exclusion of Indirect Loss: Neatie (Apollo Global Trade Limited), its directors, officers, employees, shareholders, or agents exclude all liability for any amount or kind of loss or damage that may result to you or a third party (including direct, indirect, punitive, or consequential loss, loss of income, profits, goodwill, data, or business interruption) arising out of or connected in any way to the use, inability to use, or results of use of this website or our products.
• Statutory Rights Protected: Nothing in these Terms shall exclude or limit our liability for:
  1. Death or personal injury caused by our negligence;
  2. Fraud or fraudulent misrepresentation;
  3. Any liability that cannot be excluded or limited under applicable UK consumer legislation.
• Customer Indemnity: You agree to fully indemnify, defend, and hold harmless Neatie, its officers, directors, employees, and suppliers from and against all claims, liabilities, damages, losses, and legal costs arising out of any breach of these Terms & Conditions by you or through your account.

10. Governing Law & Jurisdiction

These Terms & Conditions shall be governed by and construed in accordance with English law. Any disputes or claims arising in connection with these Terms, our website, or purchases made through Neatie.com shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms & Conditions is found by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these Terms.

Last updated: October 2026