Terms of service

Last updated: 9 October 2026

These Terms of service explain the rules that apply when you visit our website, contact us or purchase from Dollond & Co. Please read them carefully before placing an order.

Nothing in these Terms affects your statutory consumer rights.

1. About Us

This website is operated by:

Dollond London Ltd, trading as Dollond & Co.
Company number: 16246403
Registered in: England and Wales
Registered office: Unit DA2 Sutherland House, 43 Sutherland Road, London, England, E17 6BU
VAT registration number: GB493671356
Email: info@dollondco.com
Telephone and WhatsApp: +44 7407 480919
Website: https://www.dollondco.com

Our returns address is:

Dollond London Ltd
Magenta Self Storage
16 Stirling Road
London
W3 8DJ
United Kingdom

Please do not return an item to our registered office. Contact us before returning an order so that we can provide the correct instructions.

2. Scope of These Terms

These Terms apply to purchases made through our website and to your use of the website.

A “consumer” means an individual purchasing mainly for personal use and not for business, trade or professional purposes.

Wholesale, corporate, trade and other business orders may be subject to separate written terms, quotations or agreements. If separate terms are agreed, those terms will take priority where they conflict with this document.

By placing an order, you confirm that:

• You are legally able to enter into a contract.

• The information you provide is accurate and complete.

• You have read and accepted these Terms.

• You have checked the product description, options and personalisation details before ordering.

3. Our Products

Dollond & Co. sells personalised gifts, compasses, pocket watches, desk clocks, telescopes, sundials, sextants, orreries, binoculars, wooden presentation boxes, brass products, nautical instruments, antiques and collectable items.

Some products are handmade, hand-finished, engraved, polished, aged or assembled individually. Small variations may occur in:

• Brass colour and patina

• Antique or bronze finishes

• Wood colour and grain

• Leather texture

• Surface markings

• Engraving position

• Polishing

• Product dimensions

• Decorative details

These natural and handmade variations are part of the product’s character and are not normally considered faults.

We make reasonable efforts to ensure that descriptions, photographs, dimensions, colours, prices and availability are accurate. However:

• Colours may appear differently depending on your screen.

• Photography lighting may affect the appearance of brass, bronze, wood and leather.

• Measurements may have small manufacturing tolerances.

• Packaging and minor details may occasionally change without materially affecting the product.

• Antique and collectable items may show age-related wear, marks, patina or restoration, as described on the product page.

The product supplied will comply with its description and your statutory rights.

4. Personalisation and Engraving

Many of our products can be personalised with names, dates, messages, coordinates, logos, handwriting, photographs, symbols or other artwork.

You are responsible for checking all personalisation details before submitting your order, including:

• Names and initials

• Spelling and grammar

• Dates

• Coordinates

• Capital letters

• Punctuation

• Font selection

• Logo or image quality

• Engraving placement

• Any other instructions

We may adjust the size, spacing and position of an engraving so that it fits the available area and remains readable.

Design proofs and mock-ups

For some personalised orders, we may send a digital proof or mock-up by email before production.

Please ensure that your email address is correct and check your spam or junk folder regularly.

When a proof is supplied:

• Production will normally begin after you approve it.

• You must check every detail carefully.

• Your approval confirms that the wording, spelling, layout and design are correct.

• Changes requested after approval may not be possible.

• Additional charges may apply if production must be restarted.

• Delays in approving the proof may delay production and delivery.

If the finished engraving does not match the approved design because of an error made by us, please contact us so that we can correct the issue.

For simple engraving requests, we may proceed using the information submitted with the order without sending a proof unless a proof has been specifically requested or offered.

Customer-supplied images and artwork

By uploading or sending us an image, logo, trademark, photograph, handwriting sample or other design, you confirm that:

• You own it or have permission to use it.

• Our use of it to complete your order will not infringe another person’s rights.

• The content is lawful and suitable for reproduction.

You give us permission to reproduce and adapt the supplied content only as reasonably necessary to prepare your proof and manufacture your order.

We will not use personal photographs or customer artwork for marketing without permission.

We may refuse artwork or wording that is unlawful, abusive, discriminatory, offensive, misleading or likely to infringe intellectual property rights.

5. Placing an Order

Please check your basket, delivery address, product options and personalisation details before completing payment.

After placing an order, you will receive an automated acknowledgement or confirmation email. If we cannot accept or complete your order, we will contact you and issue a refund for any amount paid.

We may refuse or cancel an order for reasons including:

• The product is unavailable.

• We cannot complete the requested personalisation.

• Payment has not been authorised.

• There is an obvious pricing or product-description error.

• We cannot deliver to the supplied address.

• We suspect fraud, misuse or unlawful activity.

• The order contains content we are unable to reproduce.

• A delivery deadline cannot be met and you do not wish to continue.

If we cancel an order after payment, we will refund the amount paid for the cancelled item.

6. Prices, VAT and Payment

Prices are displayed in the currency selected on the website.

The final price, available payment methods, delivery charges and any taxes collected by us will be shown at checkout before payment is completed.

Prices include UK VAT where applicable.

For international orders, your bank or payment provider may apply currency-conversion charges or other fees. We do not control these charges.

Payment is processed securely through Shopify Payments or another payment provider shown at checkout. We do not directly store complete payment-card details.

If we discover an obvious pricing error, we will contact you before dispatch or production wherever possible. You may choose to continue at the correct price or cancel the order for a full refund.

7. Production Times

Personalised and handmade products may require preparation, engraving, finishing, assembly or design approval before dispatch.

Production times shown on product pages are estimates and may vary depending on:

• Product type

• Order quantity

• Engraving complexity

• Proof approval

• Availability of materials

• Seasonal demand

• Public holidays

• Events outside our reasonable control

Delivery estimates begin after dispatch unless clearly stated otherwise.

If your order is needed for a wedding, birthday, anniversary, retirement, Christmas or another specific date, please contact us before ordering. We will confirm whether the deadline appears achievable.

We will always try to meet requested dates, but a date is only guaranteed if we expressly confirm this in writing.

8. Shipping and Delivery

Shipping methods, estimated delivery times and current charges are explained in our Shipping & Returns Policy:

https://dollondco.com/pages/shipping-returns

We normally use Royal Mail, DHL or another suitable tracked courier.

Tracking details will be supplied where tracking is available.

You are responsible for providing a complete and accurate delivery address. Please check:

• Recipient’s full name

• House or building number

• Street

• Town or city

• Postcode or ZIP code

• Country

• Telephone number where required

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after production or dispatch.

Delivery dates are estimates unless we have expressly agreed a guaranteed date in writing. Courier delays, customs processing, severe weather, strikes, public holidays and other events may affect delivery times.

Unless a different timeframe has been agreed, we will deliver without undue delay and within the period required by applicable consumer law.

9. Responsibility for Goods During Delivery

Goods remain our responsibility until they are delivered to:

• You;

• A person identified by you to receive them; or

• A delivery location specifically selected or authorised by you.

If you arrange your own courier and that courier was not offered by us, responsibility may pass to you when the goods are handed to your chosen courier.

Please contact us if tracking shows delivery but you have not received the parcel. We may ask you to:

• Check with household members or neighbours.

• Check any nominated safe place.

• Confirm the delivery address.

• Complete a courier declaration.

• Allow us time to investigate with the courier.

This does not affect your statutory rights.

10. Failed Delivery and Returned Parcels

If delivery cannot be completed because:

• An incorrect or incomplete address was supplied;

• The recipient was unavailable;

• The parcel was not collected;

• Customs charges were refused;

• The customer refused delivery without a legal reason; or

• The courier could not access the property,

the parcel may be returned to us.

We will contact you when it is returned. We may request payment of reasonable redelivery costs where the failed delivery was not caused by us or the courier.

No redelivery charge will apply where the failure was caused by an error made by us.

11. International Orders, Customs Duties and Returns

Customs duties and import charges

International orders may be subject to import VAT, customs duties, clearance fees, brokerage charges or other local taxes when they arrive in the destination country.

Unless we clearly state that these charges are included, all customs duties, import taxes and related fees are the responsibility of the recipient. These charges are determined by the local customs authority, and we are unable to control or predict the amount.

International returns

If an international customer returns an order, any customs duties, clearance fees, carrier charges or other costs charged to us as a result of the return may be deducted from the refund, where permitted by law.

Once the returned item has been received and inspected, we will calculate any applicable deductions and confirm the final refund amount. Customers should clearly mark the parcel as “Returned Goods” on all customs documents.

Refused or uncollected international parcels

If a customer refuses to accept a parcel, does not pay the required customs charges or fails to collect the parcel after dispatch, the carrier may return it to us.

Once the parcel has been returned and inspected, we will process any applicable refund. Where permitted by law, we may deduct the actual costs incurred, including:

• The original postage cost

• The return postage cost

• Customs duties or import charges charged to us

• Carrier, handling or customs-clearance fees

These deductions will not apply if the return is caused by an incorrect, faulty or damaged item, or by an error on our part.

Refunds cannot normally be processed until the parcel has been returned to us. This policy does not affect your statutory rights.

12. Cancelling an Order Before Dispatch

If you wish to cancel or amend an order, contact us immediately at info@dollondco.com.

For non-personalised items, we will normally cancel the order if it has not already been dispatched.

Personalised and custom-made products are created to your specifications. The legal change-of-mind cancellation right does not normally apply to clearly personalised or made-to-order goods.

However, we will try to accommodate a cancellation if:

• Production has not started;

• Materials have not been specially prepared; and

• Engraving or customisation has not been completed.

Once production or engraving has started, cancellation or changes may not be possible.

Our voluntary return policy for personalised items is explained below.

13. Our 14-Day Returns Policy

We voluntarily accept eligible returns for both personalised and non-personalised items.

You must notify us that you wish to return an item within 14 days after delivery.

After notifying us, please return the product without undue delay and normally within a further 14 days.

To request a return, email info@dollondco.com and provide:

• Your name

• Order number

• The item you wish to return

• The reason for the return, if you wish to provide one

• Photographs where the item is damaged, faulty or incorrect

For change-of-mind returns, products must be:

• Unused;

• In their original condition;

• Complete with all included parts and accessories; and

• Returned with their original packaging where reasonably possible.

Non-personalised online purchases are also covered by applicable statutory cancellation rights.

Our acceptance of a change-of-mind return for a personalised product is a voluntary benefit offered in addition to your statutory rights.

Separate return terms may apply to wholesale, corporate or fully bespoke business orders where agreed in writing before purchase.

14. Returning an Item

Please send approved or notified returns to:

Dollond London Ltd
Magenta Self Storage
16 Stirling Road
London
W3 8DJ
United Kingdom

Please do not send returns to our registered office.

Customers are responsible for return postage costs when returning an item because they have changed their mind.

We recommend using a tracked postal service and retaining proof of postage. You remain responsible for the parcel until it reaches us, except where applicable law provides otherwise.

For international returns:

• Clearly mark the customs declaration as “RETURNED GOODS”.

• Include the original order information where requested.

• Do not declare the parcel as a new commercial sale.

• Retain proof of postage and tracking.

If customs charges arise because a return was incorrectly declared, we may deduct the actual unrecoverable charge from the refund where legally permitted.

If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs or arrange an appropriate return method.

15. Refunds

Once we receive and inspect an accepted return, we aim to process the refund within one working day. In all cases, refunds will be processed within the timeframe required by law.

Refunds will normally be made using the original payment method.

For eligible statutory cancellations of non-personalised products, we will refund:

• The product price; and

• The cost of our least expensive standard delivery option, where required by law.

Additional charges paid for express or premium delivery are not normally refundable beyond the cost of standard delivery.

For voluntary change-of-mind returns of personalised products, the original delivery charge may not be refundable unless required by law or the item is faulty, incorrect, damaged or not as described.

We may reduce a refund if a returned non-personalised product has been handled beyond what is reasonably necessary to inspect it and its value has been reduced.

We may withhold a refund until:

• We receive the returned product; or

• You provide evidence that it has been sent back,

whichever occurs first, where permitted by law.

16. Faulty, Damaged, Incorrect or Misdescribed Goods

Products must be:

• Of satisfactory quality;

• Fit for their normal purpose;

• Fit for a particular purpose made known to us and accepted by us; and

• As described.

If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.

Please provide:

• Your order number;

• A description of the problem;

• Clear photographs or video of the item; and

• Photographs of the packaging if the item was damaged during delivery.

Photographs help us investigate and arrange a solution, but requesting photographs does not remove your statutory rights.

Depending on the circumstances and your legal rights, available solutions may include:

• Repair;

• Replacement;

• Re-engraving;

• Replacement component;

• Price reduction; or

• Refund.

Consumers may have a short-term right to reject faulty goods within 30 days of delivery. After that period, rights may include repair or replacement and, where appropriate, a price reduction or final right to reject.

We will pay reasonable return costs where goods are faulty, damaged, incorrect or misdescribed.

17. Twelve-Month Product Warranty

In addition to your statutory rights, new Dollond & Co. products include a 12-month warranty against manufacturing defects, beginning on the date of delivery.

The warranty does not normally cover:

• Accidental damage;

• Misuse or neglect;

• Drops or impact damage;

• Water or moisture damage;

• Failure to follow care instructions;

• Unauthorised repairs or alterations;

• Normal wear and tear;

• Natural brass tarnishing or patina;

• Natural variations in wood, leather or handmade finishes;

• Replaceable batteries or other consumable parts; or

• Damage caused by incorrect storage.

This warranty is provided in addition to your legal rights and does not replace or restrict them.

Different conditions may apply to genuine antique or collectable items, depending on their age and the condition stated in the product description.

18. Product Care and Intended Use

Please follow any instructions supplied with the product.

Brass naturally develops patina and may change colour over time. This is a normal characteristic of brass and is not usually a manufacturing fault.

Wood should be kept away from excessive moisture, strong heat and prolonged direct sunlight.

Unless a product listing expressly states that an item is professional or certified equipment, our nautical and scientific-style products are sold primarily as gifts, collectables, decorative items or general-use instruments.

They should not be relied upon as the sole equipment for:

• Safety-critical navigation;

• Marine navigation;

• Aviation;

• Professional surveying;

• Emergency use; or

• Any activity where inaccurate information could cause injury, loss or damage.

19. Promotions and Discount Codes

Discount codes and promotions:

• Must be used within the stated period;

• Cannot normally be exchanged for cash;

• Cannot normally be used retrospectively;

• May be limited to particular products or customers; and

• Cannot be combined unless clearly stated.

We may withdraw or amend a promotion where there is an error, fraud, misuse or another reasonable justification.

This does not affect orders already validly accepted unless the promotion was applied as a result of an obvious error or misuse.

20. Wholesale, Corporate and Trade Orders

We welcome wholesale, corporate, trade and bespoke enquiries.

Business orders may have separate terms covering:

• Minimum quantities;

• Wholesale pricing;

• Samples;

• Custom branding;

• Proof approval;

• Production times;

• Payment schedules;

• Delivery;

• Blind shipping;

• Customer inserts;

• Returns;

• Exclusivity; and

• Intellectual property.

Consumer cancellation rights do not normally apply to purchases made wholly or mainly for business purposes.

Please contact info@dollondco.com for a quotation and written terms.

21. Website Accounts and Acceptable Use

You must not use our website:

• For unlawful or fraudulent purposes;

• To introduce viruses or harmful code;

• To interfere with the website’s security or operation;

• To attempt unauthorised access to systems or customer information;

• To scrape or copy website content for commercial use without permission; or

• To place false, abusive or misleading orders.

If you create an account, you are responsible for keeping your login information secure and for activity carried out through your account.

22. Intellectual Property

Unless otherwise stated, the following belong to Dollond London Ltd or are used with permission:

• Dollond & Co. branding;

• Logos and trademarks;

• Product designs;

• Product photographs;

• Videos;

• Website text;

• Engraving examples;

• Graphics;

• Layouts; and

• Other website content.

You may not reproduce, copy, modify, distribute, sell, license or commercially use this content without our prior written permission.

Purchasing a product does not transfer ownership of our intellectual property.

23. Privacy and Cookies

We process personal information in accordance with our Privacy Policy:

https://dollondco.com/pages/privacy-policy

We use personal information to:

• Process orders;

• Prepare personalisation;

• Take payment;

• Deliver products;

• Communicate with customers;

• Prevent fraud;

• Provide customer support; and

• Comply with legal obligations.

Please also review our Cookie Policy and privacy settings available on the website.

24. Our Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by negligence;

• Fraud or fraudulent misrepresentation; or

• Breach of statutory consumer rights.

If you are a consumer, we are responsible for reasonably foreseeable loss or damage caused by our breach of these Terms or failure to use reasonable care and skill.

We are not responsible for loss that was not reasonably foreseeable when the contract was made.

We do not accept responsibility for business losses suffered by consumers, including loss of profit, revenue, business opportunity or commercial reputation.

Different limitations may apply to wholesale, trade and corporate orders under separate written business terms.

25. Events Outside Our Reasonable Control

We are not responsible for delays or failure caused by events outside our reasonable control, such as:

• Severe weather;

• Natural disasters;

• Fire or flood;

• Strikes;

• Transport disruption;

• Customs delays;

• War or civil unrest;

• Government restrictions;

• Epidemics or pandemics;

• Major supplier disruption;

• Power failure;

• Internet or system failure; or

• Courier-network disruption.

If such an event affects your order, we will contact you where reasonably possible and take reasonable steps to reduce the delay.

This section does not remove any cancellation or refund rights available under applicable law.

26. Complaints

If you have a complaint, please contact us first so that we can try to resolve it.

Email: info@dollondco.com
Telephone or WhatsApp: +44 7407 480919

Please include your order number and a clear explanation of the issue.

We aim to acknowledge complaints promptly and provide a full response as soon as reasonably possible.

If we cannot resolve a consumer complaint after completing our internal complaints procedure, we will provide information about a competent alternative dispute resolution provider where required and confirm whether we are willing or required to participate in that procedure.

27. Governing Law and Courts

These Terms and any contract between you and us are governed by the laws of England and Wales.

If you live in England or Wales, the courts of England and Wales will normally have jurisdiction.

If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

If you live outside the United Kingdom, any mandatory consumer protections provided by the law of your country of residence remain unaffected where they legally apply.

28. Changes to These Terms

We may update these Terms from time to time to reflect:

• Changes to our products or services;

• Changes to our business;

• Changes to payment or delivery arrangements;

• Changes in technology; or

• Changes in legal or regulatory requirements.

The version applying to your purchase will normally be the version published when you placed the order.

The latest revision date will appear at the top of this page.

29. General Terms

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

We may transfer our rights and obligations to another organisation, but this will not reduce your consumer rights.

You may only transfer your rights or obligations under these Terms with our written consent, except where the law allows otherwise.

No person other than you and us has the right to enforce these Terms unless expressly stated.

30. Contact Us

If you have any questions about these Terms, an order or a product, please contact:

Dollond London Ltd, trading as Dollond & Co.
Email: info@dollondco.com
Telephone and WhatsApp: +44 7407 480919
Website: https://www.dollondco.com

Registered office:

Unit DA2 Sutherland House
43 Sutherland Road
London
England
E17 6BU

Returns address:

Dollond London Ltd
Magenta Self Storage
16 Stirling Road
London
W3 8DJ
United Kingdom