Help & Contact

Please select the subject below and click for more information.
  • Do you ship internationally?

    Yes we ship our parcels Worldwide. International deliveries should allow up to 10 working days.

    For more information see our deliveries page.

  • 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 used to trace your parcel. Please contact our Customer Service team at sales@edmondsjewellers.com if you have any concerns.

  • Why haven't I 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.

  • Are parcels insured?

    All our parcels are sent with adequate insurance, so you can be confident in ordering with us.
    In the rare case of a missing parcel, we can make a claim and refund after 21 days. Alternatively you can place your order again if we have the item in stock and we will refund your original order once it is deemed to be lost.

  • How do I pay for my goods?

    We accept Delta Visa, Switch, MasterCard and Solo. Payment can also be made using your PayPal and Amazon checkout account. Our site is secured by Secpay, MasterCard secure code.

  • 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. After entering your billing information you can select a different addresses for delivery.

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

    After you have entered your 3D secure details it will come up on the screen that your order has been successful.  An email will confirm your order and give you an order reference number. Another email will be sent once your order has been dispatched.

  • Can I cancel or change my order?

    If you wish to cancel or change your order please contact us as soon as possible, so we can take the appropriate action before we have dispatched your order.

    Personalised orders cannot be cancel, changed or returned.

  • I have received a faulty item

    We are very sorry if you have received a faulty product. Please contact our Customer Service team for further assistance at sales@edmondsjewellers.com

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

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

    Full policy procedures are as follows,
    Items Returned within 28 days = Exchange or 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.
    To return your item, send it back to our returns address and enclose a copy or your original invoice stating the reason for returning your item. You are responsible for the costs of returning the item and we recomend using a trackable method.

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

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

    If the product is no longer under warranty please contact the customer care team at sales@edmondsjewellers.com

  • Can I return an engraved pocket watch?

    Unless the pocket watch has a manufacturing fault we will not accept returned engraved pocket watches for refund or exchange.
    Please contact the customer care team at sales@edmondsjewellers.com for assistance.

  • 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.

  • What are the engraving costs?

    The cost of engraving is $10.00 for one side, front case or back case or $20.00 for both cases. Some products will come with free engraving.

     

  • Which products are suitable for engraving?

    Not all pocket watches are suitable for engraving, look for the 'ADD TO CART & ENGRAVE' button on the product page.
    We can engrave on the front and back outer cases and in plain shields depending on the pocket watch chosen. Each pocket watch is set with the appropriate amount of characters suitable for the model. Please note that we do not engrave on the inside cases of any pocket watches.

  • Do we do image engraving?

    Yes we can offer an image engraving service. We would need the image emailed to us in jpeg format preferably in black and white. Once we have seen the image and established if it is possible to engrave this on your chosen pocket watch the cost of this is $25 per image.

  • 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?

    We offer a bespoke engraving service on a large range of our products. look for the 'ADD TO CART & ENGRAVE' button on the product page.
    For full details on engraving please visit the Engraving section of our website.

  • 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 at sales@edmondsjewellers.com where our friendly customer care team will help whilst enabling you to manage corporate gifting with ease and convenience.

  • Can you personalise corporate orders?

    We have the facilities to personalise pocket watches with your chosen logo. Please contact the customer care team at sales@edmondsjewellers.com for more information.

  • Do you provide a price match promise service?

    Yes we do provide a  price match promise service.

    We are confident that we will not be beaten on price and we believe we are amongst the lowest prices in this market, if you find an identical product for a price lower than us then we will contact you with a lower price and give you the opportunity to buy it at the lower price we offer you, If it meets our terms and conditions*.

    *Terms and conditions for Price Promise are:
    We can only price match with other official Watch and Jewellery Dealers- We do not Price Promise against second hand dealers, imports or products which are listed on E-bay or Amazon. We will only beat the compared price product once the total price of the product including postage, packaging and tax has been totalled on the compared website product. We are unable to Price Promise products which are in liquidation or in clearance sales on the compared website. We will make every best effort to match and beat the price of the compared product you have given us, we reserve the right to refuse any price promise request for any reason we give.

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