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 [email protected] 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 12pm Tuesday – Friday will be dispatched the same day (stock permitting). Orders placed after 12pm on Friday through to Monday will be dispatched on Tuesday.
Orders that total £100 or more will be posted using Royal Mail Special Delivery. Royal Mails’ guarantee of delivery before 1pm next working day has now changed to 9pm the next working day due to the Covid-19 pandemic, however we have noticed that some orders are being delivered within 48 hours rather than next day. We apologise in advance for this inconvenience, but regrettably this is in the hands of Royal Mail. Please visit the Royal Mail website for more information.
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.
Please note that during the exceptional circumstances regarding the Covid-19 outbreak, dispatch and delivery lead times may take slightly longer than usual. We apologise in advance for this, however this is unfortunately out of our control and we will keep you updated on the progress of your order each step of the way.
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):
- 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 12pm Tuesday – 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 when your order is ready for collection.
Orders placed anytime from Friday - Monday will be available for collection the following Wednesday. Once again, please wait to receive an email or telephone call to say your order is ready for collection before heading to store. 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.
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. Please bring a valid proof of identity (drivers license or passport). The name and address on your order confirmation must match your proof of identity.
3. 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.
During Christmas season, Returns period for online orders have been extended to 7th January 2021. All other terms of returns will be the same.
Online orders can be returned to us for a full refund or exchange. If you want to return an item, please notify us within 14 days of its purchase by requesting a "Return Form" by emailing [email protected] and explaining the reasons for your decision, including your order number. You will then be emailed a completed "Returns Form". All details of where/how to send your return will be outlined when you are contacted, usually within 24 hours. We will process your return and you will have a further 14 days to return the item/s along with the "Return Form". (28 days in total)
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 protected] (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.
Faulty items can be returned within 30 days of purchase. The procedure of returning the faulty items is same as above.
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. Customised items (e.g. personal engraving)
3. 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 28 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.