Ordering, Delivery and Returns
Ordering With Us
All orders that you place on our website will be subject to acceptance in accordance with these terms and conditions. The ’Checkout’ stage sets out the final details of your order. You will be viewing this in a 100% secure environment, your personal data is fully protected by our Comodo EV SSL certificate which has a 256-bit encryption.
When you place your order you will be sent an automatic confirmation email. Please print out the order confirmation for your own records. You will need the ’Order Number’ (e.g. #100000123) supplied to you after completing an order by email for correspondences with us regarding your order.
If there is a problem with your order please email firstname.lastname@example.org quoting your order number, e.g. #100000123. We aim to reply to all order enquiries within 24 hours.
Free UK Delivery On All Orders
We are proud to offer Free UK Delivery on all orders placed on our website. Robert Gatward Jewellers currently only operates and supplies to the United Kingdom.
Orders placed before 2pm Monday – Friday will be dispatched the same day (stock permitting). Orders placed anytime on a Saturday will be dispatched on Monday (Tuesday, if Monday is a Bank Holiday).
Orders that total £100 or more will be posted using Royal Mail Special Delivery (Royal Mail guarantees delivery before 1pm next working day). Next day delivery is available on orders placed before 2pm Monday – Thursday. This service requires a signature upon delivery. Although we cannot guarantee Saturday delivery with this service we have found that the majority of orders dispatched on a Friday will arrive on a Saturday, but we cannot guarantee this.
Orders that total less than £100 will be posted using Royal Mail 1st Class Delivery (1-2 working days). Although we cannot guarantee next day delivery with this service we have found that the majority of these orders arrive the next working day, in some cases including Saturday.
We are now offering international delivery to selected countries (Europe, USA, Australia) listed at the checkout. We use the Royal Mail International Tracked & Signed delivery service, which typically takes 5-7 working days but please allow longer during busy periods. The delivery price is calculated at the checkout. It excludes any import taxes, charges, duties or clearance costs and we shall not be liable for such sums.
If your country is not listed at the checkout please email email@example.com or use the Live Chat facility and we'll try to accommodate your order.
Please note we do not ship to UK based storage addresses for forwarding overseas. We apologise for any inconvenience this causes.
How Will My Order Arrive?
At Robert Gatward we aim to make your online purchase the same familiar first class experience as if you were purchasing your jewellery in one of our lovely stores. For this reason we will include the same gift packaging that you would receive in-store with every online order.
Included gift packaging (general):
- Branded bag or Robert Gatward Jewellers luxury navy tote bag with pink rope handles.
- Appropriate branded jewellery box and/or branded fabric pouch.
- Robert Gatward Jewellers luxury pink tissue paper. Black/navy paper if gents item.
- All the above will be packaged neatly and securely to avoid any damage.
All orders are sent out in plain packaging with no mention of Robert Gatward Jewellers on the outside. If the item you ordered is a surprise present, the wording on the packaging will not give any indication to the item enclosed.
Although the utmost care and attention is given to ensure your order arrives with you in perfect condition, please take some time to inspect the parcel upon delivery before you sign for it. We encourage that you please check for any damage, rips, or cuts to the parcel itself that would indicate it had been tampered with. Only when you are completely satisfied with the condition should you sign for the delivery.
Free Next Day Click & Collect
If you prefer to collect your order from one of our Robert Gatward stores, then please choose this option when you checkout and select your preferred store for collection.
Click & Collect orders placed before 2pm Monday – Thursday will be dispatched the same day (stock permitting). Your order will be available for collection the next day and you will be notified of its arrival. It is possible that your order will be available for collection the same day if the store you have specified has the item/s in stock already. You will be notified promptly by email/phone if this is the case.
Orders placed anytime on a Friday/Saturday will be available for collection on the following Tuesday. It is possible that your order will be available for collection the same day if the store you have specified has the item/s in stock already. Once again you will be notified promptly by email/phone if this is the case.
1. You must print off and bring with you a copy of your relevant order email. Providing proof from a smartphone email app is also acceptable.
2. Items purchased online and collected in-store follow the rules and regulations laid out on this page and are separate from the terms and conditions held in-store.
Online orders can be returned to us for a full refund or exchange within 14 days of receiving your item/s. Before you can return any items you must request a ‘Returns Form’ by emailing firstname.lastname@example.org and explaining the reasons for your decision, including your order number.
You will then be emailed a completed ‘Returns Form’, which you can then include when returning your item/s. All details of where/how to send your return will be outlined when you are contacted, usually within 24 hours.
You may return your item/s to a Robert Gatward store if you prefer. However, you must still request a ‘Returns Form’ beforehand by emailing email@example.com (detailed above) so we can confirm your return. In store you will need to bring in your completed ‘Returns Form’ that will be provided to you and the store team will be able to effectively issue your refund/exchange. Please note that we will not be able to process your return without a completed 'Returns Form' by a member of our website team.
Items that are purchased in our stores adhere to a different policy, which is outlined in store.
The only exceptions that we cannot refund/exchange are:
1. Gift vouchers
2. Sale/discounted items
3. Earrings for pierced ears
4. Customised items (e.g. personal engraving)
5. Special orders - these include things that cannot be ordered from our website without special request, e.g. engagement rings or wedding rings made to a finger size outside of our standard selection (J, K, L, M, N, O).
An online return will be refunded on the same tender type that was first used.
All items must be returned within 14 days of receiving the item/s.
Items returned outside of this period will not be exchanged or refunded, but will be returned to sender.
Although your statutory rights as a consumer will not be affected, the goods are second hand without the packaging and we may not therefore be able to exchange them voluntarily. You can take the goods out of the packaging to try them out, but don't throw it away. Additionally any free promotional gift issued with an order must also be returned.
The goods must be returned unused, with all labels and tags attached and with their original undamaged packaging. We will consider the condition of the goods being returned when making a refund.
None of the above terms affect your statutory rights when goods are faulty or incorrectly supplied nor does it affect your rights under the Consumer Protection (Distance Selling) Regulations.