US Customers Only – These terms contain an Arbitration Agreement which requires (with some limited exceptions) that disputes between us will be resolved by binding arbitration and you waive your right to a jury trial. In addition you waive your right to participate in a class action lawsuit or class-wide arbitration.
1. Introduction & Acceptance of Terms
These Terms of Sale set out the terms under which goods are sold by us to consumers through this website – https://completedworks.com/
You will be required to read and accept these Terms of Sale when ordering goods. If you do not agree to comply with and be bound by these Terms of Sale, you will not be able to order goods through our site. These Terms of Sale also apply to any orders placed via email.
https://completedworks.com/ is a site operated by Eva (GB) Limited trading as Completedworks (We). We are registered in England and Wales under company number 05756854 and have our registered office at 69a Lisson Street, London, England NW1 5DA which is our main trading address. Our VAT number is GB997133284.
To contact us, please email info@completedworks.com, telephone our customer service line on +442033933460 or use our Contact Us Form.
The following additional terms, also apply to your use of our site:
- Our Privacy Policy which explains how we collect, use and store your personal data.
- Our Cookie Policy which sets out information about the cookies on our site.
- Our Terms and Conditions of Use will apply to your use of our site.
2. Changes to these Terms of Sale
We may amend these terms from time to time to reflect changes to our products, our users' needs and our business priorities. The terms that apply to your order are the terms in place at the time you place your order. These terms were most recently updated on 25 March 2025.
3. Customer Eligibility
To purchase products from the site, you must be 18 years of age or older or the legal age of majority in your country of residence whichever is higher.
These Terms of Sale do not apply to customers purchasing goods for commercial purposes. If you are a business customer, please contact our Customer Service team. By placing an order on our site you certify that you are purchasing the goods for your own personal use and not for resale.
We currently ship to the countries listed in Appendix however please note this is subject to change without notice based on our insurance cover and our internal policies.
If you are accessing the website from outside the UK, EU & US then please note that the content on the website is provided solely for the purpose of promoting sales to those located in these countries.
We make all reasonable efforts to ensure that all descriptions and images of goods available from on our site match the actual goods. Please note a good’s true colour may not exactly match that shown on your device or its packaging may be slightly different. Because our products are handmade, there may be slight variations in appearance. In addition, the pearls, stones and leather sourced to produce the goods have natural imperfections and may vary in shape and size.
Minor changes may be made to certain goods from time to time. This may happen between you placing your order and the goods being dispatched. Minor changes may be made, for example, to reflect changes in relevant laws and regulatory requirements or to make technical adjustments and improvements. Minor changes will not change the main characteristics of the goods and will not affect your use of those goods.
We do not guarantee that all products shown on our site are in stock or are available for purchase.
5. Pricing
We make all reasonable efforts to ensure that prices shown on our site are correct. We may change prices from time to time. Changes in price will not affect any order that you have already placed.
UK Customers: The price shown at the checkout for shipping to the UK is in GBP and includes VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay (if applicable), unless you have already paid in full before the change in the rate of VAT takes effect.
EU Customers: The price shown at the checkout for shipping to the EU is in Euros. We calculate the exchange rate. Orders to the EU are shipping on a Delivery Duty Paid (DDP) basis so all relevant import duties and taxes are included in the price shown at checkout.
US Customers: The price shown at the checkout for shipping to the US is in USD. We calculate the exchange rate. Orders to the US are shipping on a Delivery Duty Paid (DDP) basis so all relevant import duties and taxes are included in the price shown at checkout.
International Customers: The price and currency shown at checkout is determined by the shipping destination. The currency conversion is managed by Shopify. The price shown at checkout does not include any relevant import duties and taxes payable which are your responsibility. Please note that there are certain destinations that we do not ship to and these are subject to change without notice based on our insurance cover and our internal policies. If you place an order but we do not ship to that destination we will let you know as soon as possible and refund any sums already paid.
Please note that all refunds will be determined by the price actually paid not the price in the relevant currency at the date of the refund.
If we mistakenly accept and process an order where an obvious and unmistakeable pricing error has been made, which you could have reasonably recognised as mispricing, we have the right to end the contract, refund any sums paid, and require you to return the affected goods to us.
Delivery charges are not included in the price of goods shown on our site. For more information on delivery charges, please refer to our Shipping Policy. Delivery options and related charges will be presented to you as part of the order process.
6. Orders and Formation of the Contract
Our site will guide you through the ordering process. Before submitting your order, you will be given the opportunity to review and amend it. Please ensure that you check your order carefully before submitting it.
If you provide us with incorrect or incomplete information during the order process, please contact us as soon as possible. Where any information is required, it will be stated on our site, either in the product descriptions or during the order process, as applicable.
If we cannot process your order due to incorrect or incomplete information, we will contact you to ask you to correct it or provide the missing information required for us to supply the goods to you. If you do not provide the required information within a reasonable period of us asking for it, or if the information is inaccurate or incomplete, we may either end the contract or charge you a reasonable sum as compensation for the extra work required as a result.
We will not be responsible for supplying the affected goods late or for not supplying the affected goods if this is due to you not providing us with the required information within a reasonable period of us asking for it.
No part of our site constitutes a contractual offer capable of acceptance.
Your order constitutes a contractual offer to purchase the goods from us. Once your order has been received, we will send an order confirmation with your order number. The order confirmation and order number is for reference only is not an acceptance of your offer. Our acceptance of that offer takes place when we dispatch the goods to you.
Only once we have dispatched the goods to you will there be a legally binding contract between us and you for the sale of the goods.
Please quote your order number if you contact us about your order for any reason. You do not have to do this, but it may help us to locate your order and help you more quickly and easily.
Sometimes we cannot accept orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
7. Payment
Payment for goods and related taxes and delivery charges must always be made in advance. You will be prompted to provide payment details during the ordering process.
Payment may be made by debit or credit card, through finance or such other methods as listed on the site when placing an order. For more information on payment methods please see click here.
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 5% a year above the Bank of England base rate from time to time.
If you believe that we have charged you an incorrect amount, please contact us as soon as possible to let us know.
All goods that you order from our site remain the property of Eva (GB) Limited until we have dispatched them and received payment in full of all sums due.
8. Gift Cards
Gift cards are digital, delivered by email and contain instructions to redeem them. Our gift cards have no additional processing fees. The gift card can be used in our showroom in London or on our website and it can only be redeemed in the currency in which it was purchased.
No change will be given for purchases made using a gift card but any balance remaining on the card may be applied to future purchases. You can check your balance by emailing info@completedworks.com or if you hold an Account by logging in and checking the balance. If your order exceeds the gift card balance, any remaining balance must be paid for using any valid payment method we accept listed on our website.
Please look after any gift card, as the balance cannot be returned to you if it is lost, stolen or used without your permission.
Gift cards can only be purchased using a debit or credit card. Gift cards cannot be refunded or exchanged for cash and are non-transferable.
Gift cards will expire after 2 years from the date of purchase. After this period, any balance remaining will be reduced to nil and forfeited.
In the event of a refund for a purchase that cost more than the full amount of the gift card, the gift card will be refunded first and then the payment card.
We have the right to cancel a gift card if we consider that it is being used in breach of these Terms of Sale.
9. Delivery
All in stock goods purchased through our site will normally be delivered within 14 calendar days after the date of our order confirmation. Please note that delivery estimates are provided during the order process based on shipping destination. These delivery estimates are provided by our courier partner and are estimates only they are not guaranteed.
We will not be responsible for delays that are outside of our reasonable control such as customs clearance or payment issues. If delivery is delayed for such a reason, we will inform you as soon as possible and will take steps to minimise the impact of the delay. If the delay is likely to be substantial you can contact our Customer Service team to end the contract and receive a refund for any goods you have paid for, but not received.
If you are collecting the Goods from Us instead of having them delivered to you, they can be collected during our business hours of 9am – 5pm on Monday to Friday.
If you (or someone on your behalf) are not available at your address to take delivery of the goods and they cannot be posted through your letterbox, unless you have specified a safe place with the courier, our courier will leave a note informing you of how to arrange for re-delivery or of where to collect the goods.
If we cannot delivery the goods we may charge you for storage and for return and/or further delivery costs. If, despite our reasonable efforts, we cannot contact you or cannot arrange for re-delivery or collection of the goods, we may end the contract and issue you with a refund. We may deduct a reasonable sum in compensation for any net costs incurred by us as a result.
All goods are insured by us whilst in transit. Responsibility for the goods passes to you once we have delivered the goods to the address you have provided (address includes any safe space specified to the courier in your delivery instructions) or once you (or a carrier organised by you, if applicable) collect the goods from us.
We will not be responsible for delivering goods late or for not delivering goods if this is due to you not providing us with required information within a reasonable period of us asking for it.
For further information on delivery please see our Shipping Policy.
In the event the products are damaged on delivery (e.g. already opened and/or missing products), please notify info@completedworks.com of the issue within seven (7) days following the delivery. You must then if instructed to do so by us, return the products within fourteen (14) days. We will pay the costs of returning the product(s) using our returns process. If your products arrive damaged and you do not notify us of the issue or you do not return the damaged goods within the time frame, you may not be eligible for a refund or replacement.
10. Bespoke Items & Made to Order Items
If your order is for bespoke, made to order or personalised goods our acceptance of your offer takes place when we issue our order confirmation at which point there will be a legally binding contract between us and you for the sale of the goods. If you realise you have made a mistake with your order please contact us within 24 hours to make any amendments.
Estimated dispatch times indicated throughout the ordering process and in the order confirmation are estimates only. Whilst we seek to produce bespoke, made to order and/or personalised goods within the estimated dispatch window this may not always be possible for reasons such as initial production does not satisfy our quality control standards or there are delays in acquiring suitable raw materials. We will not be responsible for delays that are outside of our reasonable control. If we cannot meet the estimated dispatch window, we will inform you as soon as possible.
Please note that where you request engraving on an engravable piece this is considered personalisation. Engravings take an estimate of 6-8 weeks to complete however this is an estimate only.
Please be aware that if you have ordered a bespoke, made to order or personalised item in addition to an in stock item we will usually dispatch all items together when ready. If you require separate shipments please contact us at info@completedworks.com
Please note that the right to change your mind does not apply to bespoke, made to order or personalised goods.
11. If there is something wrong with your goods
If you think there is something wrong with your goods, you must either bring it into our store or contact our Customer Service Team on info@completedworks.com.
We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.
To return faulty, damaged or incorrect goods, please post them to us, arrange for their collection, or return them in person. Please contact our Customer Service Team on info@completedworks.com for a return label or to arrange collection.
UK Customers: In certain circumstances you will have a legal right to reject a faulty product and get a refund, require it to be repaired or replaced or request a price reduction. Further information on your legal rights can be found on the Citizens Advice website www.citizensadvice.org.uk. We will cover the costs of the return. We will refund original delivery costs paid (if any) however we only refund standard delivery we don't refund any extra you have paid for express delivery.
EU, US & International Customers: In certain circumstances you will have a legal right to reject a faulty product and get a refund or require it to be repaired or replaced. We will not cover the costs of returns or refund original delivery costs.
12. Your right to change your mind
For most of our goods bought online, you have a legal right to change your mind within 14 days of delivery of your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below. You may also cancel for any reason before we send the Order Confirmation.
This does not affect your legal rights if there is something wrong with your goods which is covered above.
You can't change your mind about an order for:
- products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
- goods that have been made to order, personalised or made bespoke for you.
If you change your mind about your goods you must let us know no later than 14 days after the day we deliver it.
To let us know you want to change your mind, contact our Customer Service Team on info@completedworks.com or follow the returns instructions here.
You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. We will refund original delivery costs paid (if any) however we only refund standard delivery we don't refund any extra you have paid for express delivery.
You can bring the product to our store or please contact our Customer Service Team on info@completedworks.com for a return label or follow the returns instructions here using our Returns portal. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it.
Please note that any goods you return are your responsibility until they reach us, we therefore recommend that you send your product back to us using a tracked delivery service that insures you for the value of the goods. If you elect to use our returns portal then we accept responsibility for the goods once we have received tracking information for your return.
Please note that the right to change your mind does not apply to bespoke, made to order or personalised goods.
13. Refunds
We will refund you as soon as possible after receiving the goods and within 14 days of receiving the goods (or receiving evidence of return of the goods). We will refund you by the method you used for payment. We don't charge a fee for the refund.
We will reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we will reduce your refund if the product's condition is not "as new", the product-branded packaging is damaged or accessories are missing.
We cannot refund any duties and taxes paid by you to clear customs.
14. Exchanges
We offer exchanges for 14 days from the date of delivery for goods bought online.
You can't exchange an order for:
- products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
- goods that have been made to order, personalised or made bespoke for you.
If you want to exchange something you must let us know no later than 14 days after the day we deliver it.
To let us know you want to exchange, contact our Customer Service Team on info@completedworks.com
You have to return your unwanted product to us within 14 days of your agreeing an exchange. Returns are at your own cost. You can bring the product to our store or please contact our Customer Service Team on info@completedworks.com You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. Please note we will only dispatch the replacement product once we have received the unwanted product back.
Please note that any goods you send back for exchange are your responsibility until they reach us, we therefore recommend that you send your product back to us using a tracked delivery service that insures you for the value of the goods.
Please note that we do not offer exchanges for any bespoke, made to order or personalised goods.
15. Warranty
All jewellery purchased through the website is covered by a 1-year warranty, commencing from the date of sale. Please read our Warranty page for more details and how to claim. To make a claim under the warranty please email the Customer Service team at info@completedworks.com.
16. We can end our contract with you
We can end our contract with you for sale of goods and claim any compensation due to us if:
- you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;
- you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the goods, for example, delivery address; or
- you don't, within a reasonable time, either allow us to deliver the goods to you or collect it from us.
17. Our Liability to You
Nothing in these Terms of Sale shall limit or exclude our liability for:
(a) death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors (as applicable);
(b) fraud or fraudulent misrepresentation;
(c) defective products under the Consumer Protection Act 1987;
(d) any matter in respect of which it would be unlawful for Us to exclude or restrict liability.
Unless prohibited by law in the relevant jurisdiction we will not be liable to you for any indirect or consequential loss. We will not be responsible for losses caused by delays outside our control, for losses that are not foreseeable or for losses that you could have avoided by taking reasonable action, including following our reasonable instructions for use and care of the products.
Unless prohibited by law in the relevant jurisdiction our maximum aggregate liability to you under and/or arising out of or in connection with these Terms of Sale in contract, warranty, tort (including negligence), breach of statutory duty, strict liability, statute or otherwise, will not exceed the price of the products.
We only supply products for domestic and private use by consumers. We make no warranty or representation that the products are fit for commercial, business or industrial use of any kind (including resale). We will not be liable to you for any loss of profit, loss of business, interruption to business, or for any loss of business opportunity.
18. Complaints and Feedback
We always welcome feedback from our customers and, whilst we always use reasonable efforts to ensure that your experience as a customer of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint.
Our Customer Service Team at info@completedworks.com will do their best to resolve any problems you have with us or our goods.
19. US Customers Only – Arbitration Agreement, Class Action Waiver & Waiver of Trial by Jury
To the maximum extent permitted by law, you and we agree that all disputes arising out of your relationship with us, including without limitation these Terms of Sale, your use of the products and/or rights of privacy, including claims and disputes that arose between use before the effective date of these Terms of Sale, will be resolved by binding, individual arbitration under the Consumer Arbitration Rules of the American Arbitration Association (AAA) by a single arbitrator and you hereby expressly waive trial by jury.
Please note that there is no judge or jury in arbitration and the discovery and procedural processes are more limited. A court review of an arbitration award is limited.
The exceptions to our Arbitration Agreement are (1) Small Claims – either of us may assert claims or seek relief in small claims court if such claims qualify and remain in the small claims court and (2) either of us may seek injunctive or other equitable relieve for infringement or misuse of intellectual property
Each of us may bring claims only on our own behalf. Neither you nor we will participate in a class action or class-wide arbitration for any claims covered by this agreement. You are giving up your right to participate as a class representative or class member on any class claim you may have against us including, without limitation, any right to class arbitration or any consolidation of individual arbitrations.
Procedures. The AAA will have exclusive authority to resolve any dispute and will administer the dispute in accordance with the consumer Arbitration Rules then in effect, except as modified by this Arbitration Agreement. Judgment on the award rendered by the arbitrator may be entered in any court having competent jurisdiction. Any provision of applicable law notwithstanding, the arbitrator will not have authority to award damages, remedies or awards that conflict with these Terms of Sale.
Costs of Arbitration. Your responsibility to pay any AAA fees and costs are our out in the applicable AAA Rules. Each party shall bear their won attorneys’ fees and costs in arbitration unless the arbitrator determines that your claim is frivolous.
Location of Arbitration. The arbitration will be conducted in the state where you reside.
30-Day Opt-Out Period. If you do not wish to be bound by the arbitration and class-action waiver provisions in this section, you must notify us in writing within thirty (30) days of the date that you first accept these Terms of Sale. Your written notification must be emailed to us at info@completedworks.com with (i) your name; (ii) your address and (ii) a clear statement that you do not wish to resolve disputes with us through arbitration or waive your ability to participate in a class action . If you do not notify us in accordance with this paragraph, you agree to be bound by the terms of this section, including, without limitation, the arbitration and class-action waiver provisions.
Severability. If any of the parts of this Arbitration Agreement, Class Action Waiver & Waiver of Trial by Jury are found under the law to be invalid or unenforceable then such specific parts shall be of no force and effect and shall be severed and the remainder of the Arbitration Agreement, Class Action Waiver & Waiver of Trial by Jury shall continue in full force and effect. This section will survive the termination of your relationship with us.
You agree that any claim you may have arising out of or related to your relationship with Eva (GB) Limited must be filed within one (1) year after such claim arose otherwise your claim is permanently time barred.
20. US Customers Only – Warranty Disclaimer
Except as otherwise detailed in these Terms of Sale the products are provided on an “as is” and “as available” basis with no warranty of any kind.
To the maximum extent permitted by law, Eva (GB) Limited disclaims all warranties and representations regarding the products or services whether express or implied, including but not limited to, warranties or merchantability, fitness for a particular purpose, durability, non-infringement or the availability or quality or any products or services.
21. Personal Information
We will only use your personal information as set out in our Privacy Policy here.
22. Other Important Terms
We can transfer our contract with you, so that a different organisation is responsible for supplying your goods (this may happen, for example, if we sell our business). We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. You can only transfer your contract with us to someone else if we agree to this.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it.
These Terms of Sale, including all terms and conditions incorporated by reference herein, constitute the entire agreement between us with respect to the sale of products by us and they supersede all prior or contemporaneous communications whether electronic, oral, or written, between us.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
23. Law and Jurisdiction
These terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by the law of England and Wales. We both agree to the exclusive jurisdiction of the courts of England and Wales.
Appendix 1
List of Countries
Angola, Australia, Austria, Bahamas, Barbados, Belgium, Bulgaria, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Croatia, Curaçao, Cyprus, Czechia, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Monaco, Montenegro, Morocco, Netherlands, New Zealand, Norway, Pakistan, Panama, Philippines, Poland, Portugal, Qatar, Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, Vatican City, Vietnam.