FREE UK DELIVERY
Worldwide Delivery Available
4.9 OUT OF 5 STAR RATED ON FEEFO

FAQs

Please select the subject below and click for more information.
  • How can I track my order?

    Once your order is ready for dispatch, an email will be sent to you with a unique tracking reference which can be traced online at www.royalmail.com

    Please contact our Customer Service team on 02476 501002 if you would like more information.

  • How do I know if my order has been processed?

    It will come up on the screen that your order has been successful after you have entered your 3D secure details. You will then receive an order confirmation email and an email once your order has been dispatched.

  • Can I place an order over the telephone?

    Yes, you can contact our experienced Customer Care Team on 02476 501002 between Monday – Friday 9.00am to 5.00pm to place an order.

    If placing a telephone order your shipping and billing MUST be the same for security reasons, our customer service team will always ask this before taking an order. So we ask if you do require different shipping and billing addresses, please place your order online.

    Please note if you are calling to place an order, it would be helpful to note the product codes you require. You can also add the products you require to your shopping bag or create a wishlist in order to view the product codes (which are needed to place an order over the telephone).

  • Can I cancel/change my order?

    If you wish to cancel or change your order please contact us as soon as possible before we dispatch your order.

    If we have already dispatched your order and you no longer require it, you can refuse to sign for your order and it will then be automatically returned to us. We will then take the appropriate action when we receive it back.

  • How long will it take for my order to be delivered?

    With standard delivery, allow up to 5 working days.

    If you have upgraded your delivery you can expect your order sooner.

    Special Next Day Delivery will be delivered before 1pm the day after ordering, providing the order was placed before 3pm.

    24 Hour Tracked will be delivered within 24 hours of dispatch

    48 Hour Tracked will be delivered within 48 hours of dispatch

    Special Saturday Delivery will be delivered before 1pm on Saturday, providing the order was placed before 3pm Friday.

    For European Delivery allow 3-7 working days. A signature is required.

    For International Delivery allow 6-10 working days. A signature is required.

  • I have not received my order?

    Once you have gone through the Track and Trace procedure (accessed via your account) and the order has not been delivered in the time specified, we can only replace or refund the order after 21 Working days, and after the post office is happy to clarify that the parcel is lost.

    Alternatively we will send a replacement out immediately at the same cost and your original purchase costs will be refunded after 14 days, this way you will receive your order, as long as we hold current stock of what you have ordered.

  • Do you deal with corporate orders?

    Yes we do deal with corporate orders. Our corporate service is an ideal way to give clients or work colleagues a gift that will make an impression. 

    Please contact us on 02476 501002 where our customer care team will help you manage corporate gifting with ease and convenience.  

  • Is your website secure?

    Yes our website is secured using an Encryped connection through an SSL Certificate. 

    An SSL certificate is a bit of code on the web server that provides security for online communications. When a web browser contacts this web site, the SSL certificate enables an encrypted connection. It’s kind of like sealing a letter in an envelope before sending it through the mail.

    SSL certificates also inspire trust because each SSL certificate contains identification information. When you request an SSL certificate, a third party verifies information and issues a unique certificate to you with that information. This is known as the authentication process.

  • Can I have my order personalised?

    Yes we offer a bespoke engraving service for all of our customers, provided the products are engraveable. For full details on Engraving please visit the Engraving section of our website.

  • Engraving Advice

    Advice

    • A well balanced concise inscription will always produce the best result, but we are happy to engrave your requirements.
    • Practice writing your wording and layout, keep it simple and to the point.
    • Avoid 'From'... & 'To'... format in your inscription it's not a gift card.
    • Capitalize the first letter of each major word.
    • If its a pocket watch try to keep the longest line in the centre.
    • It's a little more discreet and personal to add the inscription to the back of the pocket watch case, don't spoil your item by adding too much text front and back.

    Information

    • Once an order has been engraved it cannot be cancelled.
    • We do not refund or exchange engraved items.
    • It is the customer's responsibility to ensure all information provided is accurate and complete.
    • Inscriptions are centered within the text area.
    • We do not mix font styles as this is not pleasing on the eye.
    • Inside pocket watch case cover engraving is not possible, we only engrave on the front and back outer cases.
    • Engraving may not appear exactly as pictured in terms of look and size.
    • We reserve the right to make minor changes, if the details submitted are totally inappropriate we may contact you with our recommendations.
    • Special engraving details should be submitted in the further instructions box during the engraving details process.
    • We try to dispatch all engraved items the same day but can take up to 3 days at peak times. We recommend upgrading to our priority engraving; 3pm is the daily cut-off for same day dispatch.
    • If you have exceptionally urgent delivery requirements we suggest contacting us.
    • We only engrave our own products.
  • When will I receive my refund?

    Once we have received your parcel back, please allow up to 10 working days for us to deal with your return and take the appropriate action, whether it be an exchange or refund.

  • I have received a faulty item?

    We are very sorry if you have received a faulty item. Please contact our Customer Care team on 02476 501002 and we quickly remedy it for you.

  • What should I do if my purchase becomes faulty later on?

    If your purchase becomes faulty later on and the goods are still within the warranty, they will then need to be returned to the service centre addressed in your guarantee along with your guarantee and reason for returning your item.

    If the product is no longer under warranty please contact the customer care team on 02467 501002

     

  • How do I return an item for exchange or refund?

    Returns

    We strive to ensure that you are delighted every time you shop with us and occasionally we do understand that you may need to return items.

    To return your order, please send the product back to us with a letter containing your reason for return and order reference. We recommend using Royal Mail and require you to keep your tracking details.

    A refund can be requested within 28 days of dispatch and to qualify for this the item must be unworn and brand new and returned to us with the original packaging, instructions, and guarantee.

    Exclusions 

    Engraved items cannot be accepted for returns unless faulty.

    Pierced jewellery such as earrings cannot be returned unless they are found to have a manufacturing fault, this is due to hygiene reasons but does not affect your statutory rights.

    If you encounter any problems after 28 days of purchase, please refer to your original guarantee and service centre for returns on faulty items.

    Exchanges

    If you wish to exchange, you need to place a new order through the checkout procedure and return your unwanted item for a full refund.

    Postage

    You are responsible for the cost of returning the item to us.

    If the item is found to be faulty we will refund up to £4.50 towards return postage.

    We recommend all parcels are returned via Royal Mail with adequate insurance cover and for proof of purchase please keep your tracking ID number.

    Once your return has been received by us you will receive an email acknowledging receipt. 

    Refunds

    Please allow up to 10 days for our returns department to refund your account. 

    Please send us the items back to the following address using tracked delivery and in original packaging including guarantee:

    Edmonds

    141 Daventry Road

    Cheylesmore

    Coventry

    CV3 5HD

    Or simply bring your item to our store if you're local - Our opening hours are: Monday - Saturday 9am - 5pm

    In addition to your statutory rights, we offer a refund or exchange on any of our items returned unworn and in their original condition with the original box/guarantees.

    Items Returned within 28 days will qualify for an exchange or a refund.

    For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. 

    For reasons of hygiene Earrings cannot be returned for any reasons unless proven faulty when purchased.

  • Can I have my order sent to a different address?

    Yes we can deliver to a different address but a signature will always be required upon delivery of the goods, you can select different addresses during the checkout procedure.

    If placing a telephone order your shipping and billing MUST be the same for security reasons, our customer service team will always ask this before taking an order. So we ask if you do require different shipping and billing addresses, please place your order online.

    Click Here:www.edmondsjewellers.com/register

  • How can I pay for my order?

    We accept Switch, Delta Visa, MasterCard and Solo. Payment can also be made using your PayPal and Amazon checkout account. Our site is 100% secure with Secpay & MasterCard Secure code.

  • Do you provide a price match service?
    Yes we do. We constantly monitor our prices against our competitors to give you the lowest price possible, so if you find the same product on a UK competitors website and its cheaper, then please send us the details using the form below and we will match that price!
     
    Price Promise Guidelines
     
    We are only able to price promise with UK based websites.
     
    We can only price promise with official dealers of Watches and Jewellery.
     
    We are unable to price promise any products that are in liquidation or in clearance sales.
     
    Postage, Packaging & VAT must be included in the competitor's final price.
     
    The product must be identical to the one we sell and in stock.
     
    We must be able to verify the offer and we reserve the right to refuse any price match request if we would incur a financial loss.
     
    We are unable to attempt to price match against grey market importers and marketplaces including Amazon and eBay along with price comparison sites.
  • Collect In Store Policy

    Free collect in store.

    You can place your order online and collect your items from our store located in Coventry. You need to collect your items within 2 weeks time after getting confirmation on your order.

  • UK Delivery Information
    UK Delivery Information
     
    We can only ship to the chosen address provided at the time of your order and depending on which service you choose, we may require a signature upon delivery of the goods.
     
    If you are unable to take delivery of the goods, a delivery advice note will be left advising you of the attempted delivery time/date and details on how and where you can collect your goods.
     
    Delivery OptionDelivery Time Delivery Cost
    5 Working Days Tracked Delivery3-5 Working Days, expect in 3-5 Working Days   Free
    2-3 Working Day Tracked & Signed Usually 48 Hours, expect within 2-3 Days   £2
    1-2 Working Day Tracked & SignedUsually 24 Hours, expect Within 1-2 Days    £3.50
    Special Next Day by 1pmGuaranteed by 1pm Next Working Day*  £6
    Saturday Delivery by 1pmGuaranteed by 1pm Saturday*£10
    Collect In Store - CoventryCollect your order when it's convenient for youFree
     
    *Engraved orders are usually dispatched within 24 hours. 

    Please note that we are unable to deliver to PO Box numbers      
     
    To ensure your order is dispatched the same day choose 'Special Next Day Delivery' or 'Saturday Delivery' and order before 3pm.
     
    Collect in Store 
     
    You can collect in store the same day if you order before 3pm! To collect on Saturday, please order before 3pm Friday.
     
    Dispatch Time
     
    As long as your order is placed before 3.00pm, we aim to dispatch the same day subject to stock and availability.
     
    Orders received after 3.00pm will be dispatched the following working day, (please note that orders will not be dispatched after 3.00pm on a Friday, over the weekend or on bank holidays).
     
    We try our best to meet delivery timescales, however at busy periods such as Christmas there may be a slight delay in the dispatching of your order.
     
    If the item is not in stock please allow up to 28 days for delivery. It is our policy to dispatch items ordered in the shortest possible time, but we cannot be held responsible for any delays or damages occurred whilst in transit.
     
    Dispatch Notification
     
    Once your order has been dispatched via Royal Mail, you will receive an email which contains a unique tracking number, which will then allow you to track your parcel online through the Royal Mail website.
     
    Late Deliveries
     
    We will always aim to ship all of our orders within the time frame we have specified and on very rare occasions parcels may be lost or arrive to you late.
     
    Lost Deliveries
     
    Once you have gone through the Track and Trace procedure and the order has not been delivered in the time specified, we are able to replace or refund the order after 21 working days and once the post office clarifies that the parcel is lost.
     
    Alternatively we will send a replacement out immediately at the same cost (subject to stock availability) and your original purchase costs will be refunded after 14 days, this way you will receive your order.
     
    Deliveries Undelivered & Returned
     
    You must be available to receive your delivery or arrange prompt collection with your local sorting office. All orders returned to us as marked undelivered can be redelivered but will incur an additional delivery charge.
     
    Channel Islands
     
    If ordering from the Channel Islands, please contact us regarding your refund on VAT, as this will not be automatically deducted at the checkout stage.
  • International Delivery Information
     
    Shipping Locations
     
    Please see further down the page for a list of locations we ship to. If you are trying to purchase something and are unable to find your shipping location country in our checkout system, then please contact us and we will be able to assist you with your query.
     
    Delivery OptionDelivery TimeDelivery Cost
    European Delivery3-5 Working Days, expect in 3-5 Working Days£10
    European Swiss3-5 Working Days, expect in 3-5 Working Days£10
    International Delivery3-5 Working Days, expect in 3-5 Working Days£13
     
     

    Dispatch Time
     
    As long as your order is placed before 3.00pm, we aim to dispatch the same day subject to stock and availability.
     
    Orders received after 3.00pm will be dispatched the following working day, (please note that orders will not be dispatched after 3.00pm on a Friday, over the weekend or on bank holidays).
     
    We try our best to meet delivery timescales, however at busy periods such as Christmas there may be a slight delay in the dispatching of your order.
     
    Please note all mechanical timepieces will be put on a 24 hour functionality test before being dispatched.
     
    Dispatch Notification
     
    Once your order has been dispatched via Royal Mail, you will receive an email which contains a unique tracking number, which will then allow you to track your parcel online through the Royal Mail website.
     
    Late Deliveries
     
    We will always aim to ship all of our orders within the time frame we have specified and on very rare occasions parcels may be lost or arrive to you late.
     
    Lost Deliveries
     
    Once you have gone through the Track and Trace procedure and the order has not been delivered in the time specified, we are able to replace or refund the order after 21 working days and once the post office clarifies that the parcel is lost.
     
    Alternatively we will send a replacement out immediately at the same cost (subject to stock availability) and your original purchase costs will be refunded after 14 days, this way you will receive your order.
     
    Deliveries Undelivered & Returned
     
    You must be available to receive your delivery or arrange prompt collection with your local sorting office. All orders returned to us as marked undelivered can be redelivered but will incur an additional delivery charge..
     
    European Shipping Countries

    AlbaniaAustriaBelgium
    BulgariaCroatiaCyprus
    Czech RepublicDenmarkEstonia
    Finland FranceGermany
    GreeceHungaryIreland
    Isle of ManItalyLatvia
    Luxembourg MaltaMacedonia
    MonacoMontenegroNetherlands
    NorwayPolandPortugal
    RomaniaRussiaSerbia
    SlovakiaSloveniaSpain
    SwedenSwitzerlandTurkey
     
    Outside Europe (Rest of the World)
     
    AfghanistanArgentinaArmenia
    ArubaAustraliaBahamas
    BarbadosBosnia-HerzegovinaBrazil
    CanadaChileDominican Republic
    EgyptGibraltarGuam
    Hong KongIndiaIndonesia
    IsraelJapanRepublic of Korea
    MexicoNew Zealand Peru
    PhilippinesSaint LuciaSingapore
    TaiwanThailandUnited Arab Emirates
    United States of America  
     
    Import Duties
     
    Import duties & tax (Vat) is charged at the appropriate rate to all destinations we ship to within the EU.
     
    Import duties & tax (Vat) will be deducted automatically when the billing details are entered into the checkout stage. 
     
    Any additional charges for customs clearance is your responsibility as we have no control and custom policies vary from country to country.
  • Shipping To Remote Areas
    Shipments are sent with DHL and standard, Some remote locations may require a 3rd party local carrier to deliver your goods.
     
  • Are parcels insured?

    Yes, provided you have gone through the Track and Trace procedure (accessed via your account) and the order has not been delivered in the time specified, we will replace or refund the order after 21 working days if the post-office verifies that the parcel is lost.

    Alternatively, if its urgent, we can send a replacement out to you immediately at the same cost and we will refund your original purchase costs after 14 days, this way you will receive your order, as long as we hold current stock of what you have ordered.

  • Will I need to sign for my order?

    All orders that are sent out Recorded or Special Delivery will require a signature upon delivery of the goods.

    If you are out, the courier will leave you a 'While you were out' card, which you will need to take to your nearest postal depot to collect your parcel.

    If you do not collect it within a short period of time, then the parcel will be returned back to us.

  • What packaging care is taken?

     All of our products are very carefully packaged and are always sent to you in the official manufacturers packaging when it exists which is around 90% of products.

    We take great care with your items and we thoroughly inspect them before dispatching to you to ensure that we are only sending quality products and nothing has happened during storage.

    We also use a discreet returns address so its not evident what is inside the parcel.  You will notice that the return address states 'Edmonds' with no mention of a jeweller in order to protect the contents.

    When your order arrives it will show no signs of tampering, so if you suspect anything please let us know.

  • Packaging solution for Larger items

    To save on waste we sometimes recycle boxes as part of our packaging for larger items. We ensure that all items will be securely packaged and protected.

  • Guarantee & Warranty Information

    As we are an authorised stockist, almost all of our products come with a manufacturers guarantee/warranty.

    The duration of these may differ from product to product but will always arrive with a minimum of one years cover.

    In the unlikely event that something goes wrong with your product, please be assured that we will try our best to help you!

     

     

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