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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:
> Can I change my order?
> Can I cancel my order?
> When will my order be dispatched?
> If I don't like it can I change it?
> I'm buying a gift; what happens if it's not suitable?
< I am buying a ring but I do not know what size I require
> How do I return an item to you?
> Can I contact you by telephone?
> Where is my nearest store?
About us
> Where are your stores?
> Do you have a catalogue?
> Can I sign up to receive information on products and services?
> Can I contact you by phone?
> Corporate enquiries
Products
>I would like more information about a product
> I saw a product but it is no longer on your website
> What if the person I am buying this for does not like it?
> What guarantee comes with the product?
> I am buying a ring but I do not know what size I require
> I am buying a ring but cannot see the size I require
Alternative product enquiries
> Can I get this ring in white gold?
> Can I get this ring in 18 carat gold?
> Can I get this ring in platinum?
> Can I get this ring with a larger diamond?
> Can I get this chain in a different length?
Payment
> What cards do you accept?
> Can I pay by any other method?
> How safe is it for me to pay for my order online with you?
> Do I have to pay online?
> When will I be charged?
> How do I get a refund if returning an item?
Delivery
> How much does delivery cost?
> How long will my order take to arrive?
> Do you deliver outside of the UK?
> Can I have my order sent to a different delivery address?
> How will my items be sent?
I have just placed an order
> Will I receive an email confirming my order has been received?
> Can I change my order?
> Can I cancel my order?
> Can I change the delivery address?
>I have asked to pay and collect my order in store. What happens next?
Tracking your order
> Can I view the status of my order?
> Where is my order?
I have received my order
> How do I return something?
> My order arrived damaged
> How long will it take to give me a refund?
> Do I have to pay postage costs to return an item?
> Can I change an item in store?
> Can I get a refund in store?
I am having difficulty using your website
> I am new and cannot seem to register my details
> I am a returning customer and cannot log in
> I wish to join the free collectors club but it won't let me
Ethical Trading
>Can I be sure that I am buying from an ethical company?
We have over 100 stores across England and Wales. To search for your nearest store please use our Store Finder facility. If you prefer call us on 0800 0344637 and we will be very happy to tell you which stores are in your area.
Yes we do. You can request a copy here
Can I sign up to receive information on products and services?
Yes you can. It’s free of charge and we will send you regular newsletters with information on new products, offers, competitions, events and more. You’ll be able to sign up easily by using the box at the bottom of any of our pages.
Yes you can. Please telephone our Customer Services Department on 0800 0344637.
To learn more why not visit our Corporate Gifts Counter where you will find lots of helpful information about our Corporate Gifts Scheme and even some gift suggestions. Should you prefer you can contact one of our Advisors in person on 0800 0344637. We look forward to discussing your requirements.
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.
I saw a product I liked but it is no longer on your website.
If you have the product ID number or a description of the item simply call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk and we will check availability for you. If a product no longer appears on our website this does not necessarily mean that it is no longer available. We may simply be out of stock and may be able to locate it for you at one of our stores. If it has been discontinued we may be able to recommend a similar product as an alternative.
What If I don't like it when I receive 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.
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.
What guarantee comes 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.
I am buying a gold ring but I don’t know which ring size I require.
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.
I am buying a ring but I cannot see the size I require listed?
If you cannot see the size required please call us free on 0800 0344637 or email us at enquiries@fhinds.co.uk and we will be able to tell you if we can obtain the ring in the size required and whether there is any additional cost involved.
Can I get this ring in white gold?
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.
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Can I pay by any other method?
Yes you can pay by personal cheque. If paying by personal cheque please post your cheque to: F Hinds Online Sales, 24 Park Road, Uxbridge, Middlesex, UB8 1NH. Please note we do not despatch any items until the cheque has cleared. Please allow 21 days from when we receive your cheque for all items in stock. Some items may take longer if not in stock.
How safe is it for me to pay for my order online with you?
We are totally committed to protecting your security and privacy at F Hinds. The security of personal and credit card information is our highest priority. Therefore, all payments made through our website are processed by WORLDPAY.
To find out more about WorldPay security and privacy policies please visit WorldPay at http://www.worldpay.com/about_us/index.php?page=security
Paying online with us is safe, quick and easy to do. If you prefer however you can pay for and collect your item in store at one of over 100 branches. To do this simply select the ‘Collection’ option at the time of placing your order. You will be asked to select a store and will then receive an email confirmation confirming your Pay and Collect order. The store will advise you by telephone when your item(s) is ready for collection.
When will I be charged for my item(s)?
When you place an order with us online payment is debited immediately from your card. If a refund is required we will always refund you immediately providing your payment has cleared in our bank account.
How do I get a refund if returning an item?
All refunds for online or telephone orders are carried out by our Customer Service team at our Head Office. Our stores can only provide refunds for in store purchases.
To view our returns/refund procedures please click here
Delivery
Please see our Delivery Charges Section
How long will my order take to arrive?
Please see our Delivery Charges Section
Do you deliver outside of the UK?
Currently we only deliver within the UK.
Can I have my order sent to a different delivery address?
No unfortunately not. For security reasons and in order to protect our valued customers we only deliver goods to the cardholder’s registered address.
Please see our Delivery Charges Section
I Have Just Placed An Order
Will I receive an email confirming that my order has been received?
Yes. An email confirmation will be sent to your email address once your order has been acknowledged.
Yes you can change your order at any stage providing it has not been dispatched yet. Should you wish to change your order please contact us on 0800 0344637 or email us at onlinesales@fhinds.co.uk stating your order number and your requirements. Please never include any card details in an email, as we cannot guarantee the safety of such a transmission.
Yes you can cancel your order providing it has not been dispatched yet. Should you wish to cancel your order please contact us on 0800 0344637 or email us at onlinesales@fhinds.co.uk stating your order number and that you wish to cancel your order with us. We will send you a confirmation email confirming that your order has been cancelled and a full refund will be made to your card once your payment has cleared in our bank account.
Can I change the delivery address?
No unfortunately not. For security reasons and in order to protect our valued customers we only deliver goods to the cardholder’s registered address.
I have asked to pay for my item(s) and collect in a store. What happens next?
Upon receiving your order we will arrange for your items to be sent to your chosen store for collection. We will email you if we do not have your contact telephone number .The store will notify you by telephone when your order is ready. If for any reason any items are not available or will take longer than expected we will contact you to advise. Normal delivery time if item in stock – up to 7 days.
Yes you can. Simply log in to the My Account area on our website and you will be able to view your order progress. At any time please do not hesitate to contact us free on 0800 0344637 if you have a question regarding your order.
If you have not received your item(s) within the specified delivery time or have a question regarding delivery of your order please do not hesitate to contact us free on 0800 0344637.
I Have Received My order
Returning an item is simple. You can return it to a store or via post to us. See our full returns instructions for help and advice.
My order has arrived damaged. What can I do?
We take great care to pack your item(s) securely and it is extremely rare that something arrives damaged. However should this occur please contact us immediately on 0800 0344637 or email us at returns@fhinds.co.uk. We will ask you to return the item(s) as per our returns instructions. Upon receiving the item(s) we will dispatch a replacement. You will be reimbursed for the cost of returning the item(s) to us.
How long will it take to give me a refund if I return something?
We will provide a refund as soon as requested providing your payment has cleared in our account. This normally takes up to four working days.
Do I have to pay postage costs to return an item?
You are responsible for the cost of postage for returning an item under our 30-day change of mind policy.
Can I change an item in store?
Yes you can. Please take the item and proof of purchase (invoice) with you. The item(s) can be exchanged for an item(s) to the equivalent or higher value and the difference paid in store. Alternatively, should you exchange for a lower value item(s) the difference cannot be refunded in store but instead will be actioned by our Customer Services Department at our Head Office. Any monies refunded are always refunded to the original card used to make the purchase.
All refunds for online or telephone orders are carried out by our Customer Service team at our Head Office. Our stores can only provide refunds for in store purchases.
To view our returns/refund procedures please click here
I Am Having Difficulty In Using Your Website
I am a new customer and cannot seem to register my details
Please call us free on 0800 0344637 or email us at security@fhinds.co.uk and we will be happy to assist you with the registration process.
I am a returning customer and cannot log in
Please call us free on 0800 0344637 or email us at security@fhinds.co.uk and we will be happy to assist you.
I wish to join the free Collector’s Club but it won’t let me
Please call us free on 0800 0344637 or email us at security@fhinds.co.uk and we will be happy to assist you.
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.
