| Your Account | Your Comparison |  Basket/Checkout |
Customer Services | Store Locator |
| Diamonds | Jewellery | Watches | Clocks | Gifts | Collectibles | Weddings | Corporate Gifts | Home |
Customer Services
Welcome to our help desk. We hope that you will be able to find the answer to your question here.
Our most frequently asked questions are shown immediately below together with further information about us, how to shop and other useful help topics.
Should you still require assistance please do not hesitate to contact us on 0800 0344637. We will be very happy to help.
10 Most frequently asked questions:
>Where is my nearest store?
> What are the opening hours of my local store?
> Does my local store have a particular product in stock?
> Can I return an item if I change my mind?
> Can I order online and collect in store?
> Does my local store carry out repairs?
> Can I obtain an estimate for a lost/stolen item?
>I need to get my jewellery valued. Can my local store help?
> What happens if the person I am buying it for doesn't like it?
> What happens if I buy a ring but it's the wrong size?
About us
> Where are your stores?
> Do you have a catalogue?
> Can I contact you by phone?
Products
I would like more information about a product?
>Does my local store have a particular product in stock?
> Are all your products on display?
>What guarantee will come with the product?
> What happens if I buy a ring but it's the wrong size?
> What happens if the person I am buying it for doesn't like it?
> If I don't see what I like can you order something especially for me?
> Do you sell gift vouchers?
Alternative Product Enquiries
I saw a ring in your store window
> Can I get it in white gold?
> Can I get it in 18 carat?
> Can I get it in platinum?
> Can I get it with a larger diamond?
> Can I get a chain in a different length?
> Can I have an item purchased from you adjusted?
Store services
> Do you do repairs?
> Will I be able to find out how much a repair will cost before committing?
> Do you do engraving?
> Do you do ear piercing?
> Can I get my jewellery valued in store?
> I need a new watch battery
> I need a new watchstrap
> Can I get my jewellery cleaned in store?
Payment
> What payment types do you accept?
> What cards do you accept?
> Can I pay by business cheque?
What specialist help and advice can I get in store?
> Choosing your diamond jewellery
> Choosing your wedding rings
> Choosing a gift
> Looking after your precious jewellery
> Repair work
> Having your jewellery valued
<Can I be sure that I am buying from an ethical company?
We operate an open door policy. If you have a question and you can't find the answer here come and see call us FREE now on 0800 0344637.
We have over 100 stores across England and Wales. To find your nearest store please use our Store Locator Section. If you prefer call us on 0800 0344637 and we will be very happy to tell you which stores are in your area.
What are my stores opening hours?
You can view our opening times in our Store Locator section here.
Do you have a catalogue?
Yes we do. You can request a copy here.
Yes you can. Please telephone our Customer Services Department on 0800 0344637.
I would like more information about a product.
No problem. Simply call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk with your question. If you could include the product ID number that is located next to the product this will help us to deal with your enquiry efficiently.
Does my local store have a particular product in stock?
We will happily check to see if your chosen store has a particular product in stock. Call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk.
If they do not have the item you want in stock we will try and obtain one for you from a different store and have it sent to your chosen store for collection. Please note this only applies to lines we stock over £20.00.
Are all your products on display?
We offer a huge selection of different products in store and a large proportion of these are available to purchase at our online store. However we are constantly adding new products so if you don’t see what you are looking for please call us free on 0800 0344637 and we will be very happy to see if we can get what you are after. Please bear in mind that some ranges/products may not be stocked by every store. If you wish to check this before visiting a store we will be happy to advise you.
Can I order online and collect in store?
You can shop and pay online or you can choose to have your order sent to your local F Hinds store where you can pay for your item(s) on collection.
Your order will normally take up to 7 – 10 days from when we receive it providing the items you purchase are in stock. If it is necessary to order any items and as a result we anticipate a longer delivery time we will notify you. The store will notify you when your order is ready for collection.
It’s a really great way to shop. If you would like to collect your order from a store simply select ‘Collection’ as your postage option when placing your order online with us. You will then be given a choice of all our stores from which to select. Once you have specified your chosen store checkout as normal and your order will be sent to us.
Upon receiving your order the store will hold your items for a period of three weeks. After such time if they have not been collected they will be returned to our stock.
What guarantee will come with the product I am buying?
All our diamond products (reference beginning 04) carry a 24-month guarantee. All other products carry a minimum of 12 months guarantee. Some products may be longer and this will be specified within the product details page. This guarantee protects you against any manufacturing fault but excludes accidental damage and normal wear and tear. This does not affect your statutory rights.
This is not a problem.We offer a 30-day change of mind policy on all purchases*.
We will happily exchange the purchase or provide a full refund to the purchaser’s card should the gift prove unsuitable. Should you wish to exchange an item or return an item to us for a full refund please see our returns policy.
*Our 30-day change of mind policy excludes earrings, body jewellery, engraved items and specially ordered items. This does not affect your statutory rights. Please note that a refund on postage and packaging is not provided.
What happens if I buy a ring but it is the wrong size?
This is not a problem. Whether the ring is for you or as a gift for someone else we will happily adjust the size of any gold ring free of charge at the time of purchase. If you do not know the size required at time of purchase, we will happily do this at any stage within the 30 day Change of Mind period, thus enabling you to give the ring and then simply return it for adjusting later on*.
* Please note that the ring must be returned in 'new' condition. The above service does not apply to sizes larger than R for ladies and V for men. We would need to estimate for this service at the time of your enquiry. Also some styles of ring may not be sizeable to the size required. In this instance, if within the 30 change of mind period, we would happily exchange for a different style.
What if the person I am buying it for doesn’t like it?
This is not a problem. We offer a 30-day change of mind policy on all purchases*.
We will happily exchange the purchase or provide a full refund to the purchaser’s card should the gift prove unsuitable. Should you wish to exchange an item or return an item to us for a full refund please see our returns policy. *Our 30-day change of mind policy excludes earrings, body jewellery, engraved items and specially ordered items. This does not affect your statutory rights. Please note that a refund on postage and packaging is not provided.
If I don’t see what I like can you order something especially for me?
We offer a special order service for products that we do not stock but are able to obtain for you (from one of our manufacturers). We would first enquire to see if what you are looking for is available and confirm the price. We would then require either payment in full or a deposit before the item could be ordered. Please note that our 30-day change of mind policy excludes especially ordered items. This does not affect your statutory rights.
Yes we sell F Hinds gift vouchers in store and online. They make a perfect gift if you just can’t think what to buy someone and come in the following denominations:
£5.00, £10.00, £20.00 or £50.00
See Gift Vouchers now?
I have seen a ring in your store window:
If you see a ring in 9ct or 18ct yellow gold it may also be available in white gold. Make a note of the product ID number and call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk and we will be able to advise you if it is possible to get and how much it would cost.
Can I get this ring in 18 carat gold?
If you see a ring in 9 carat gold but want to know whether it would be available in 18 carat please call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk and we will be able to advise you if it is possible to get and how much it would cost.
Many of our diamond rings and wedding rings are available in both 9 and 18 carat gold.
Can I get this ring in platinum?
If you see a ring style that you like but want to know whether it would be available in platinum please call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk and we will be able to advise you if it is possible to get and how much it would cost.
Can I get this ring with a larger diamond?
Many of our classic diamond ring styles such as solitaires, three stones, clusters and eternity rings are available in different carat weights (stone sizes). In addition many more unusual styles would also be available with larger stones.
If you see a ring style that you like but want to know whether it would be available in any different carat weights please call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk and we will be able to advise you. You will be made aware of any difference in price and you are under no obligation to proceed with an order at this stage.
Can I get a particular chain in a longer length?
Many of our most popular chains are available in alternate lengths. If you see a chain style that you like but want to know whether it would be available in a different length please call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk and we will be able to advise you if it is possible to get and how much it would cost.
Can I have an item I have purchased from you adjusted?
Yes. It is best to take the item to your chosen store so that they can advise you.
As a general guide however we will size all gold rings purchased from us once free of charge within the guarantee period*
If you require a neck chain or a bracelet shortening this will be done free of charge however if it needs to be lengthened then a charge may be applicable and your store would advise you on what this would be.
Watch bracelets can be adjusted and sometimes extra links acquired if necessary. A charge may be applicable for lengthening a watch bracelet and your store would advise you on what this would be.
Please note that we can also carry out alterations on items not purchased from us. Your chosen store will be able to provide a free estimate for the work that is required.
Please note that it may not be possible to adjust free of charge if a size outside of our normal stock range is required. However we will advise you before proceeding on what if any the charge would be. Some rings cannot be sized due to metal type, style etc.
Does my local store carry out repairs?
Yes. Our stores offer a comprehensive repair service for jewellery, watches and clocks. We provide free estimates for the work to be carried out and you are under no obligation to proceed with the work at this stage. If you are happy with the estimate and give us permission to proceed with the repair at such time a deposit will be required. All our repair work carries a guarantee for the work carried out. Your local store will advise you on approximate repair time scales depending upon the work required.
Will I be able to find out how much a repair will cost before committing?
We provide free estimates for the work to be carried out and you are under no obligation to proceed with the work at this stage. If you are happy with the estimate and give us permission to proceed with the repair at such time a deposit will be required.
Yes we offer an engraving service both on items that we sell and items purchased elsewhere. We will advise you whether or not your purchase is suitable for engraving upon and will also inform you of the exact price before proceeding. Please contact your local store for more information.
If you are looking to purchase an item and have it engraved your local store will be happy to advise you on this also.
Yes most of our stores offer an ear piercing service.
To see if your local store offers this service click here.
To learn more about ear piercing at F Hinds click here
Can I get my jewellery valued in store?
Yes. We offer a professional jewellery valuation service. Like to know more?
Please contact your local store direct and they will be very happy to assist you.
For the telephone number of your local store please use our Store Locator facility or alternatively call us free on 0800 0344637.
Can I obtain an estimate for a lost/stolen item?
Yes you can. Simply call in to your local; store and give details of the item(s) lost or stolen. We will provide a written estimate which you can give to your insurance company. The cost of this service is £9.95.
I need a new watch battery
No problem. Take your watch along to your local store and they will test the battery and fit a new one if necessary. We charge £5.95 for standard watch batteries and £6.95 for Lithium. Fitting is free*.
Please note some watches may need to be resealed if water resistant. We will advise you and provide an estimate and a timescale for the work that needs to be carried out.
*All batteries and or repair work carries a guarantee.
**Most makes undertaken but we will advise you if we cannot assist.
No problem. Take your watch along to your local store and they will be able to show you a range of straps/bracelets to fit your particular watch*
Prices start at just £5.99 and fitting is free.
* We cannot guarantee that we will have a strap/bracelet in stock to fit your particular watch depending upon the make/design.
Can I get my jewellery cleaned in store?
We offer a free annual cleaning and inspection service on any diamond ring purchased from us.
In addition we also offer a jewellery cleaning service for any item of jewellery that can be cleaned*. Your local store will provide a price for the work required upon inspecting the item.
*Some items/stones cannot be cleaned.
What payment types do you accept in store?
Cash, personal cheque*, credit or debit card*.
Card types accepted:
*Subject to status.
Do I have to pay in full when I purchase an item in store or can I pay a deposit?
Yes you can leave a deposit, which would secure this item for you. You will have up to 8 weeks to pay the full amount off and purchase your item(s). The initial deposit must be a minimum of 10%. A receipt showing the deposit amount(s) paid is provided. If the deposit is however not paid off at the end of the 8-week period the item will be returned to stock for sale and the deposit cancelled.
We can accept a business cheque however we cannot issue any goods until the cheque has cleared. This can take up to 21 working days.
What specialist help and advice will I be able to get in store?
Our friendly, fully trained staff will be happy to assist you with any questions you may have regarding our products or services.
We pride ourselves on the level of customer care offered and when you visit us in store you have the option to speak with one of our trained advisors in a number of key areas. These are:
Choosing the right engagement ring
Choosing the right eternity ring
Choosing your wedding rings and /or gifts for your special day
In addition we can advise you on gift buying, taking care of your jewellery purchase, repair work or how to go about having your precious jewellery items valued.
Can I be sure that I am buying from an ethical company?
We believe so. As a family business established for almost 150 years, we have always taken our reputation very seriously and we require all of our staff and suppliers to behave in a responsible and ethical fashion. We have a policy on ethical trading and we also support worldwide moves to ban the trade in ”conflict diamonds” and ”dirty gold”. These initiatives should give you the confidence to shop with us, but if you have any further queries, please email customer.service@fhinds.co.uk.
We operate an open door policy. If you have a question and you can’t find the answer here come and see us or call us free on 0800 0344637.
