Customer Service

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 2-4 business days.

Our support team is always happy to guide you at any step!

Shipping destinations:

• U.K
• International

Please place your orders by 3pm Monday-Friday for the following to apply:

• UK Mainland Orders take 2-4 business days to be delivered to you.
• UK Next Day Guaranteed Delivery Orders will take 1 day to be delivered to you (excluding Sundays & Bank Holidays, engraved items, bespoke items and special order items) 
• International Orders take 7-10 business days to be delivered to you.

*Please Note - If order is place Friday after 3pm, Saturday or Sunday the above will apply from Monday onwards, If order is placed as above and a Bank Holiday occurs it will be shipped on the next working day.

Shipping time might vary depending on location, shipment method and other factors.*

Last U.K. Posting Dates for Christmas

Friday 20 December Royal Mail Tracked 48®

Saturday 21 December Royal Mail Tracked 24®

Monday 23 December Special Delivery Guaranteed®

Last International Posting Dates for Christmas

International Tracking and Signature services Saturday 7 December Australia, Brazil, Bulgaria, Cyprus, Finland, Greece, Israel, Italy, Malta, Mexico, Norway, Portugal, Romania and Sweden

Monday 9 December Czech Republic, Malaysia, New Zealand, Poland, Saudi Arabia, Spain, Turkey and United Arab Emirates (UAE) 

Wednesday 11 December Austria, Denmark, India, Lithuania, Philippines, Qatar, Slovakia and Slovenia

Friday 13 December Belgium, Canada, China (People’s Republic), Croatia, Estonia, Hungary, Iceland, Latvia, Luxembourg, South Korea, Thailand and USA

Monday 16 December France, Germany, Hong Kong, Ireland, Japan, Netherlands, Pakistan, Russia, Singapore, Switzerland and Taiwan

Shipping cost:

• All U.K Orders £20.00 and over will receive FREE standard shipping, U.K. Orders under £19.99 will be at a cost of £2.99 using a signed for method.
• U.K Orders £99.00 and over are eligible for FREE Next Day Guaranteed Delivery. (Select at Checkout)
• U.K Orders Under £99.00 are eligible for Next Day Guaranteed Delivery at cost of £8.00 (Select at Checkout)
• International Orders - Dependent on item (shipping costs can be determined at Checkout)

Click & Collect:

• Your Order will be ready to collect once you receive the "Ready for Pick up" notification Please bring the confirmation of your order with you and a form of ID or the card you paid with. 

  Note: You can show your order confirmation via your smartphone to the associate in store. (Click & Collect excludes engraved items, bespoke items and special order items) 

International Shipping Disclaimer:

IMPORTANT DISCLAIMER FOR ORDERS SHIPPING OUTSIDE OF U.K

DUTIES AND TAXES

• When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.
• Such charges are not included in the product price or shipping and handling cost. These charges are the buyer’s responsibility as we are only charging the transportation fee for your order.
• Merchant's Jewellers does not have any responsibility on these additional charges that may apply.
• The buyer is responsible for obtaining information regarding their country’s laws, regulations, and restrictions that may apply when purchasing our products. By placing an international order (shipping outside of U.K), the buyer is responsible for abiding by their country’s laws, regulations, and restrictions.
• If a product is seized and destroyed by the customs, or returned to U.K, we will not be responsible for the losses, product, or shipping refunds. It is the buyer's responsibility to cover the shipping costs when the buyer wishes to have a second delivery attempt after the product is returned to Merchant's Jewellers

You can select your preferred payment method at checkout.

• We accept secure payments via VISA, MasterCard, American Express, Maestro, ShopPay, ApplePay, GooglePay, Paypal
  
  
• We also offer Buy Now, Pay Later with Klarna. Pay in 3 equal installments or pay in 30 days. For more information visit our Klarna information page here.

Your 100% satisfaction is important to us. We offer a 14-days Return & Exchange Policy:

• Timing: we have a 14-days Return & Exchange Policy, since the day the item was received.
  
  
• To be eligible for a return/exchange, goods must be unused, undamaged and accompanied by proof of purchase. Please note see list below of items that cannot be Returned/Exchanged.
  
  
• For returns, please email info@merchantsjewellers.com with the subject 'Returns' and include your order number, name and the reason for the return.
  
  
• Please note that customers are responsible for shipping costs of returned items.
  
  
• If a product is damaged or was faulty upon delivery -  Please send the damaged/faulty product back to us using the above procedure and we will ship out a new product of the same to you.  If you wish to receive a refund please state this in your 'Returns' email. 
  
  
• We will provide you with instructions where to send returned goods, when we receive your 'Returns' email.
  
  
• Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
  
  
• When a returned item is received and inspected, you will receive a confirmation email, notifying you about the status of the refund.
  
  
• Please Note: When processing your return we may need to speak with you before we are able to complete the process. If we are unable to make contact with you within 14 days of receiving your item(s), we will return it to the delivery address linked to the order.
  
  
• If the refund is approved, it will be processed and a refund will automatically be applied to your original payment method shortly after.
  
  
• If you wish to Exchange your product, please follow the above return procedure and re-order the desired product(s)
  
  
• Please note if you have purchased via our website we can accept return goods in store and will refund via your original payment method.
  
  
• Our promise to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse.
  
  

Items exempt from Returns/Exchange

• Earrings - due to hygiene reasons
• Cleaning products - due to hygiene reasons
• Engraved/Personalised/Altered/Made to Order

You can Contact Us via Several ways:

Please use our Live Chat  found in the lower right corner of the page to answer any questions you may have.
To speak to an Associate please dial 01283 707395

You can contact us via our available Social Media platforms:

Facebook

Instagram

We have a Whatsapp message service available too, please send your message to:

Whatsapp - 07902203204

Please note this is a messaging service only, we cannot take calls on this number.

You could always choose to Email us:

info@merchantsjewellers.com

Or contact us via Post, our address is:

Merchant's Jewellers

Mercia Marina

Findern Lane

Willington

DE65 6DW

Whichever method is convenient for you, we will answer your query as soon as we can.

Thank You