Delivery and returns

1. Who you are buying from

The pieces on this website are sold by Open Link Company, a trading name of OLCOMPANY LTD, registered in England and Wales, company number 15753831. Registered office: Suite 616, Castlemead, Lower Castle Street, Bristol BS1 3AG. We see clients there by appointment, Monday to Saturday, 10am to 6pm.

• Email: gabe@openlinkcompany.com
• Phone or WhatsApp: +44 7481 454026
• Post: Open Link Company, Suite 616, Castlemead, Lower Castle Street, Bristol BS1 3AG

2. Delivery

• We send pieces with FedEx or DHL. UK orders go by insured, tracked and signed-for delivery, in discreet packaging.
• We send your piece once your payment has cleared. Most UK deliveries arrive within one to three working days after that.
• We tell you the delivery cost, if there is one, before you pay.
• We can ship to selected international destinations. Import duties and taxes are paid by the buyer, and delivery times vary, so please ask us before you buy.
• Until the piece is delivered to you, or to someone you have asked us to deliver it to, it is our responsibility. If it is lost or damaged before then, that is for us to put right, not you.

3. Before you pay

Payment is by bank transfer or in cash, once we have agreed the price.

If you are buying at a distance, before you pay we will send you a link to this page and confirm your purchase in writing, including the piece, the price, any delivery cost and your right to cancel.

4. Buying in person at Castlemead

Viewings at Castlemead are by appointment. When you buy in person, you see and handle the piece before you pay, so the 14-day right to cancel in section 5 does not apply.

Your legal rights if a piece is faulty or not as described still apply in full (see section 6). If you change your mind for any other reason, talk to us: we consider exchanges case by case.

5. Buying at a distance: your right to cancel

If you agree to buy a piece without visiting us, for example online, by phone, by WhatsApp or on a video call, the Consumer Contracts Regulations 2013 give you the right to cancel without giving a reason. The same applies if you agree the purchase with us in person somewhere other than Castlemead.

How long you have

You can cancel from the day you agree the purchase until 14 days after the day you, or someone you name, receive the piece.

How to cancel

Tell us clearly that you want to cancel before the 14 days are up: by email to gabe@openlinkcompany.com, by WhatsApp on +44 7481 454026, or by letter to Castlemead. You can use the model cancellation form below, but you do not have to.

Returning the piece

Send the piece back to us, or bring it to Castlemead by appointment, within 14 days of the day you tell us you are cancelling. You pay the cost of returning it. Because of the value involved, please use an insured, tracked and signed-for service, and contact us first so we can help you arrange it.

Your refund

We refund the price you paid and the delivery charge. If you chose a delivery service that costs more than our standard one, we refund the cost of the standard service only. We pay your refund within 14 days of receiving the piece back, or of you showing us proof that you have sent it, whichever is sooner. We use the same payment method you used, unless you agree otherwise, and you do not pay any fee for the refund.

Looking after the piece

You can examine the piece as you would in a shop. If its value goes down because it has been handled more than that, for example by being worn rather than just tried on, we may reduce your refund to reflect the loss in value.

Pieces made or altered for you

Pieces made or altered to your specification, for example resized, engraved or made to order, cannot be cancelled once the work has started. Your rights if the piece is faulty or not as described still apply.

6. Faulty or not as described

Whether you buy in person or at a distance, every piece we sell must be as described, of satisfactory quality and fit for purpose. These are your rights under the Consumer Rights Act 2015, and nothing on this page takes them away.

• Within 30 days of receiving the piece, you can reject it and get a full refund if it is faulty or not as described.
• After 30 days, you can ask us to repair it or, where possible, replace it. Most pre-owned pieces are one of a kind, so this will usually mean a repair.
• If a repair or replacement is not possible, or does not put the problem right, you can have a price reduction or reject the piece for a refund. If you reject it more than six months after delivery, the refund may be reduced to reflect the use you have had.
• In the first six months, a fault is treated as having been there when you received the piece, unless we can show otherwise.

A pre-owned piece is judged against its age, its price and the way we described it. Normal wear that matches its age and described condition, and anything we pointed out to you before you bought it, is not a fault.

7. If something is wrong on arrival

Please tell us within 48 hours of delivery if the piece arrives damaged or is not what you expected, so we can arrange insured collection quickly. Keeping the original packaging helps if you can. This is a request to help us put things right fast. It is not a condition, and it does not limit any of your rights above.

8. Authenticity

Before it is listed, every watch is checked by Gabe, who is trained in watch authentication. He checks its serial, case, dial and movement. Every piece of jewellery is inspected and verified before sale. Every piece we sell comes with our Certificate of Authenticity and our lifetime authenticity guarantee.

If you ever have a concern about the authenticity of a piece you bought from us, contact us. The guarantee is in addition to your legal rights, not instead of them.

9. Model cancellation form

If you want to cancel a purchase made at a distance, you can copy this form into an email or letter, fill it in and send it to us. You do not have to use it.

10. Questions

If you are not sure how any of this applies to a piece you are thinking of buying, ask us before you buy. We are happy to explain.

Last updated 3 October 2026

See also our privacy notice.