Terms & Conditions

Terms & Conditions

Welcome to Dollond & Co.

Please read these Terms and Conditions carefully before using our website. By accessing or placing an order, you agree to the terms outlined below.

1. Company Information

Company Name: Dollond London Ltd

Company Number: 16246403

VAT Registration Number: GB493671356

Registered Office Address: Unit Da2 Sutherland House, 43 Sutherland Road, London, England, E17 6BU 

Email Address: info@dollondco.com

Business Phone Number: +44 7407480919

2. Products & Personalisation

We are manufacturers of all our products. In addition to our handcrafted range, we also buy and sell collectible and antique maritime and surveying instruments.

For personalised items:

If needed, we will contact you via email with a design proof or engraving confirmation before production.

Please ensure your contact details are correct and check your spam folder for messages.

Double check all spelling, dates, and engraving details before confirming. We are not responsible for errors provided by the customer.

3. Orders & Payment

All prices are in GBP and include VAT where applicable.

Payments are securely processed via Shopify Payments or other available gateways.

Orders are confirmed once payment is successfully received.

Cancellations:

If you need to cancel your order, please contact us within 1 hour of purchase.

4. Shipping

UK Orders: 

All UK orders are dispatched within 1 working day.

We use Royal Mail 24 tracked service for fast and reliable delivery.

Delivery typically takes 1–2 working days after dispatch.

International Orders:

We ship worldwide via Royal Mail or DHL with a tracking number provided for every order. 

Delivery usually takes 3-10 working days, depending on your location.

If you prefer different delivery courier, please let us know if you’d like to use this option, additional charges will apply.

Customs duties, import taxes, VAT, and any other charges imposed by the destination country are the responsibility of the recipient.

Please note that we have no control over customs clearance processes in the destination country. Customs inspections and processing times vary and may take anywhere from a few days to several weeks, particularly during busy periods, holidays, or due to local regulations.

Delivery estimates provided by us or the courier do not include any delays caused by customs clearance. We cannot guarantee delivery dates for international shipments once the parcel has entered the destination country’s customs system.

If you require your order by a specific date, we strongly recommend placing your order well in advance. We are not responsible for delays caused by customs authorities, import procedures, or government agencies in the destination country.

Lost Parcels:

5. Returns & Refunds

UK Orders: 

Customers are responsible for paying the return postage cost. Returns must be sent via Royal Mail with tracking. 

International Orders: 

Customers are responsible for paying the return postage cost.

If your order arrived via DHL, please return the item via DHL Express with tracking.

If your order was delivered via your local postal service (e.g. USPS, Canada Post, La Poste), please return the item using the same government postal service with tracking, as they work directly with Royal Mail in the UK.

Once the item dispatched, please email the tracking number to info@dollondco.com. 

Please note: any customs clearance charges when returning the item to the UK will be deducted from your refund.

Once we receive the returned item, your refund will be processed within 1 working day.

6. Wholesale

Wholesale opportunities are available. Contact info@dollondco.com to discuss pricing and terms.

7. Product Care & Instructions

Please follow the care guidelines provided with your order to maintain the condition of your item. Avoid exposure to water, perfumes, or direct sunlight for prolonged periods, especially with brass and wood goods.

8. Warranty

All Dollond & Co. products come with a 12 month warranty against manufacturing defects. This does not cover damage due to misuse, accidental drops.

If you believe your item is faulty, please contact us with photos and your order number.

9. Intellectual Property

All product designs, images, and content on this website are the property of Dollond & Co. and may not be used or reproduced without written permission.

10. Product Photography Disclaimer

Product images are for illustrative purposes only. Due to screen settings, lighting conditions, and the handmade nature of our products, colours and finishes may vary slightly from those shown online.

11. Privacy Policy

We respect your privacy. For full details on how your data is collected, stored, and used, please read our Privacy Policy.

12. Contact

If you have any questions, concerns, or issues, please contact us at info@dollondco.com