Welcome to our Help Centre

Q: Can I have my order delivered to a store?

A: Yes, you can pick up your order from either our Hatton Garden or Jewellery Quarter stores using our click&collect service. Simply...Read more

Q: What do I do if an item is missing from my order?

A: If you have received your order and an item is missing or incorrect, please call our contact centre on 0345 100 1122 or 0121 200 2120 and we'll work...Read more

Q: How soon will I receive my parcel?

A: Our operations and logistic teams are working hard to ensure your orders reach you as quickly as possible. However, given the current situation, you may...Read more

Q: How do I track my parcel?

A: As soon as your order is despatched you will receive an email notification to your registered email address. This will include a link to the relevant...Read more

Q: I have some items in my basket but it isn't showing free delivery.

A: Our free delivery events are limited to our UK customers only, and your basket value must be over £50 ( 41.67 exc. VAT). A UK customer is...Read more

Q: Do you deliver internationally?

A: We welcome orders from all over the world and have customers in over 50 countries. Our delivery methods to International countries include: Airmail from...Read more

Q: When will my order be despatched?

A: Check the chart below to see when your order will be despatched based on the time we receive your order. Day of Week Time Day of Despatch Monday - Friday*...Read more

Q: Do you have restrictions on hazardous goods?

A: Due to new European and national legislation, increased incidents involving dangerous goods and stricter courier and delivery requirements, we have...Read more

Q: How long do the various delivery methods take?

A: Delivery Method Details Royal Mail 1st Class Aims to deliver the next working day incl. Saturdays Recorded Delivery Aims to deliver next working day...Read more

Q: How long do free delivery items take to arrive?

A: We aim to despatch all orders placed before 5PM Monday to Friday the same day. However, during our free delivery events your order may not be despatched...Read more

Q: Can I add an address to my account in another country?

A: At present, we can only allow delivery addresses on an account that match the same country as the main address on the account. For example, if you setup...Read more

Q: How can I delete a despatch address?

A: Please contact us to delete any old despatch addresses....Read more

Q: Should I be concerned about touching an order I have received or collected?

A: Public Health England has said that there is no current evidence to suggest that the virus can be transmitted from packages. ...Read more

Q: Can I provide an alternative address for delivery?

A: When in the checkout, the second step is the delivery address. During this step you will be able to add a new address or select from ones that you have...Read more

Q: How do I change delivery options?

A: To choose a delivery option you will need to Login or Create an account. In the Cart screen - you will be asked to select from a list of delivery options -...Read more

Q: Will I incur any import or duty charges for my order?

A: Products delivered to some destinations, mainly outside the EU, may be subject to taxes, fees, levies or other charges, which are imposed by local...Read more

Q: Why can't I see a first class post option?

A: If you have limited delivery options when you come to checkout, it is likely you have a HAZARDOUS labelled item in your basket. This could include:...Read more

Q: Do you offer a Saturday delivery service?

A: We are not currently able to offer a guaranteed Saturday delivery service. Royal Mail do deliver on a Saturday - however, it is not guaranteed. ...Read more

Q: Can I reserve an item that is out of stock for when you receive it?

A: If one of the items in your basket is expected or out of stock you will be given the following options to select from when you checkout: I want my items...Read more