Delivery and Returns
When you have placed your order for a new stunning piece of jewellery or a watch, we will contact you to let you know when it will be delivered.
Any products on our website that have not been proceeded via the “design you own” selection of the website will have the following terms:
At Browns family Jewellers, your order is extremely important to us. All orders are couriered through the Royal Mail recorded delivery service which is easily trackable and requires a signature upon receipt so that your purchases will arrive with you as quickly and securely as possible. All our items are beautifully packaged and after both the order confirmation and the clearance of payment, your goods will be dispatched swiftly. If your order is placed before 3pm, we will endeavour to dispatch it on the same day. There are some factors that may affect dispatch, such as stock availability or sizing. We hold over 95% of items in stock and this means that we will able to offer a next day delivery service for the small charge of £5.99. Some prestige watches may have a delivery period quoted up to 21 working days however this can be affected by the availability of the specific model. If there is any cause for delay with your order, we will get in contact and discuss possibilities and timescales to help put your mind at ease. As soon as your order has been dispatched, then we will let you know by sending you a dispatch confirmation e-mail; this will also contain your tracking code and a link to the Royal Mail website so you can keep an eye on your order’s progress as it gets delivered to you.
Orders placed on Saturdays and Sundays will be dispatched on the first working day of the following week; usually on a Monday although occasionally a Tuesday when we're lucky enough to be enjoying a bank holiday! Our standard delivery costs are outlined below for your information but please bear in mind that, where a package is unusually heavy or large, we might need to add a small additional surcharge.
DELIVERY CHARGES - FREE DELIVERY ON ALL ORDERS OVER £250
Orders normally cost £2.99 on a Standard 2-3 Day Delivery Service. All Next Day orders are couriered special delivery by the Royal Mail and are guaranteed to be delivered between 9am and 1pm and if you place your order before 3pm on a Monday to Thursday then you can expect to receive your order the very next day for a charge of £5.99 (excluding those bank holidays again!). If you want your order to be delivered on a Saturday then there is likely to be a small extra charge.
If you live outside of the UK things are slightly different. If you live in a European country served by Royal Mail then there is a £9.99 delivery charge on any orders placed online. All orders will be couriered by Royal Mail International and will need to be signed for on receipt; you can also track your orders just like UK deliveries! If you order before 3pm on a Monday to Friday you can expect to have your package delivered to you within 4 to 6 working days. Please bear in mind that we will only send out your package once we are satisfied that you are registered at the delivery address.
Outside of UK & Europe:
If you live outside Europe the charge is slightly higher but competitive at £14.99 per order. These orders will be couriered by Royal Mail International and if you order by 3pm on a Monday to Friday then your order should be delivered to you safely within 5 to 7 working days. Unfortunately we can only guarantee delivery to non-EU countries that are served by Royal Mail International; if your country is not served by Royal Mail international then we will find an alternative means of secure delivery such as using Fedex or Malca-Amit.
Design Your Own Jewellery
How long will my item take to be delivered?
Once we have received your order our jewellers will craft your ring, earrings or pendant to order. In most cases, your new purchase will be delivered within 5 – 15 working days. As soon as the checkout stage has been completed, we will be in contact with you to inform you with the expected delivery date.
Any chance to receive my purchase quicker?
In most cases, we are able to shave a few days off the delivery time. Before placing your order, please contact us first on 0800 802 1772 to confirm your delivery deadline.
How will the item be delivered?
We send out all our items in discreet packaging in order not to spoil “the big surprise”. We use Royal Mail next day special delivery for all our jewellery orders. This service is fully insured and traceable. Jewellery is delivered with both a Browns luxurious jewellery box and also protective outer packaging.
Can you ship an item to an alternative address?
Yes, we can ship to an alternative delivery address. In certain circumstances, we may require additional information from you including additional forms of identification. This is carried out for your own protection.
Can I collect my item?
We have six stores based in and around the Yorkshire area and also a head office based in North Yorkshire. We are more than happy for you to collect your item. We will require forms of identification.
At Browns Family Jewellers, our customers are usually absolutely delighted with their purchase. However, in the rare event where you may wish to return your order, we make the process as easy as possible. If for any reason you are not entirely satisfied with your goods and wish to return your purchase to us, we will happily offer you a full refund or exchange. However, you must return your purchase within 30 days of placing your order and the purchase must be returned in exactly its original condition together with any original documentation.
You can return an item to us free of charge using our quick and easy returns pack. Any refund made will be reimbursed to the same payment method as the original purchase.
You should use the original postage parcel or box, provided it’s still fit for purpose and ensure everything is sealed securely enclosed with a copy of the receipt. Please don't forget to fill the section at the bottom of your invoice stating the reason for the return. Please post the product with the invoice inside the sealed bag and retain proof of postage and a record of the tracking number.
We operate the same returns policy as our UK customers; a full refund or exchange provided that the item is returned in its original condition within 30 days of the original purchase. Please ensure that the item is tracked and insured with signed for delivery. The return package is your responsibility until it reaches us. Any returns must be clearly marked ‘returned goods’ and the country of origin listed as the U.K.; failure to do so will incur custom charges which will be chargeable to the sender. Please keep a record of your proof of postage and tracking number if available.
If you have any further questions, please feel free to call us on 0800 802 1772
Classic styles displayed on our website are normally delivered within 10 - 15 working days. More complex items such as eternity rings, bespoke items and vintage jewellery can take up to 30 working days. Loose diamonds can be delivered within 7 working days.
How do I return an Item?
Please return items by Royal Mail to the Brown’s Family Jewellers Head Office at the following address:
PO BOX 718
Which service should I use to return an item?
We recommend that when returning an item to us that you use an insured and traceable method, such as Royal Mail Recorded or Tracked 24/48. For higher value items over £600 per item, we suggest that you contact us first to arrange an alternative returns method. Please remember to get a proof of postage receipt. Please note: we cannot be held liable or responsible for any items that may go missing in the post that do not reach us. If you use Royal Mail as your choice of delivery, you can check if we have received your parcel using the Royal Mail’s website Track & Trace service.
How long will it take for my refund to be processed?
Please allow up to 10 working days after receipt for all refunds and exchanges to be processed. If you have not received your refund within 3-4 workings days of us notifying you that your refund has been processed, please contact us on 0800 8021 772 for assistance.
How long after my purchase can I return an item?
Please make sure you return your item(s) within 30 days of your purchase.
If items are returned after this time we are within our rights to refuse a refund but may be willing to offer an exchange, subject to the item being in its original condition. Items must be returned with all its original packaging such as booklets, guarantees and product tags etc.
What if my product is received damaged or faulty?
In the unlikely event that you receive a product that is damaged or incorrect then please contact us on 0800 8021 772 for assistance. You can return an item to us for an exchange or a full refund of within 30 days of receiving it.
Design Your Own Jewellery Returns
We wish you to be entirely happy with your bespoke product. On the rare occasion you are not completely satisfied with the item delivered, then we will give you a full refund on the diamond. Each of our GIA certified diamonds has a unique number marked on the stone.
However we are unable to offer a refund on the mount. This is standard within the industry when you design your own.
You must return your purchase within 30 days from the delivery date. You may keep in touch and contact us on 0800 802 1772.
If for any reason the item supplied is faulty, we will offer a full refund on the goods.