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FAQs

Where are your stores?

We have over 115 stores across England and Wales with new locations opening every year. To find your nearest store please use our Store Locator. If you would prefer, please call us on 01895 201040 or email us at onlinesales@fhinds.co.uk and we will be very happy to tell you which stores are in your area.

Do you have a catalogue or brochure?

Yes we do - this is printed biannually and contains our most popular items and best sellers. You can request the latest copy here and this will arrive by post the in a few days. Here you can also sign up to our Newsletter so you can stay up to date with F.Hinds news, competitions and more!

Can I contact you by phone?

Yes you can. You can reach our Online Sales Team on 01895 201040. We are open weekdays, 9am - 5pm. For store related issues, please call our Head Office number on 01895 201000 and ask for Customer Services.

I would like more information about a product

No problem. Simply call us on 01895 201040 or email us at onlinesales@fhinds.co.uk with your question. If you could include the product code that is located online, this will help us to deal with your enquiry more efficiently.

I saw a product I liked but it is no longer on your website

If a product no longer appears on our website it does not necessarily mean that it is no longer available. We may simply be out of stock at head office but we may be able to locate it for you in one of our stores. If it has been discontinued and there is no stock left, we may be able to recommend a similar product as an alternative. Please have the product code or a description of the item to hand and simply call us on 01895 201040 or email us at onlinesales@fhinds.co.uk and we will check availability for you.

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 item(s) or provide a full refund to the purchaser’s card should the gift prove unsuitable.** Should you wish to exchange or return an item to us for a full refund please see our Returns Policy.

* The 30 day change of mind policy excludes engraved items and specially ordered items. This does not affect your statutory rights.
** Please note, a refund on return postage and packaging is not provided.

What guarantee comes with the product I am buying?

All our diamond items come a 2 year guarantee. All other products come with a minimum of 12 months guarantee. Some products may come with a longer guarantee period which 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 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 or platinum ring free of charge after purchase. If you do not know the size required at time of purchase, we will happily do this at any stage within your 30 day change of mind guarantee, thus enabling you to give the ring and then simply return it for adjusting later on*. For lower priced silver rings, we will endeavour to exchange the purchase with the correct size from our stock room. If the required size is not in stock and your silver ring needs to be adjusted, you may incur a small charge.

* The ring must be returned in 'new' condition. If you find you require a ring size larger than S for ladies and Z for men (or smaller than a J for ladies and R for men), we would need to advise you further as some styles of ring may not be available. In this instance, if within the 30 change of mind guarantee, we would happily exchange your purchase for a different style or offer a full refund.

I am buying a ring but I cannot see the size I require listed in the drop down menu?

This is because most of our rings are only readily available in the sizes listed. Further alterations making the ring smaller or larger may not be possible for certain ring settings. If you cannot see the size required, please call us on 01895 201040 or email us at onlinesales@fhinds.co.uk and we will be able to tell you if we can supply and whether there will be any additional costs involved.

Please note, items purchased in larger or smaller sizes than our standard range are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

Can I get this ring in a different colour or carat gold?

If you see a ring in yellow gold, it may also be available in white gold (or vice versa). Similarly, if you see an item for sale in 9ct, it may also be available in 18ct or even platinum and palladium. Make a note of the product code and call us on 01895 201040 or email us at onlinesales@fhinds.co.uk and we will be able to advise you if it is possible to order and how much it would cost.

Please note, items ordered in alternative metals and carats are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

Can I get this ring with a larger diamond?

Many of our classic diamond solitaire rings are available with different carat weights (stone sizes). In addition, many more unusual styles may also be available with larger/smaller stones or different gemstones so please do not hesitate to ask. Please call us on 01895 201040 or email us at onlinesales@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.

Please note, items ordered with alternative stones are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

Can I get a particular chain in a longer length?

Yes, many of our popular chains are available in alternative lengths. If you see a chain that you like but want to know whether it would be available in a different length (or a different carat, colour or style), please call us on 01895 201040 or email us at onlinesales@fhinds.co.uk and we will be able to advise you if it is possible to get and how much it would cost. It is also possible to order chains in a shorter length for the same price - please do not hesitate to contact us.

Please note, items ordered in alternative lengths are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

What cards do you accept?

We accept all cards apart from American Express and we now accept PayPal.

Can I pay by any other method?

If you would prefer not to input your cards details online and you do not have a PayPal account, you can also pay by personal cheque. Please make your cheque payable to F.Hinds Ltd and post it to us at:

Online Customer Services
24 Park Road
Uxbridge
Middlesex
UB8 1NH

Please allow 21 days for delivery from when we receive your cheque as this needs to be cleared before your order is dispatched.

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 - and are not through PayPal - are processed by WorldPay. To find out more about WorldPay security and their privacy policies please visit http://www.worldpay.com/uk/about

For more information please read our Privacy Policy.

Do I have to pay online?

Paying online with us is safe, quick and easy to do, however if you prefer you can reserve and pay for your item in store at one of our 115+ branches. To do this simply tell us 'where you are' and we will send the item(s) to the store you select. The store will contact you when your order is ready for collection and you are under no obligation to purchase the item(s) once they have arrived in store. Please note, the store will hold the item(s) for up to 2 weeks after which time they will be returned to stock. Please contact us if you are unsure of the process as we can set this up for you. For more information please read about our Click & Collect service.

When will I be charged for my item(s)?

When you place an order with us, payment is debited immediately from your account. If you wish to cancel your order and a refund is required, we will always refund you and cancel the order immediately providing your payment has first cleared in our bank account and the order has not been dispatched. You will need to allow 3-4 working days for the funds to show back in your account.

How do I get a refund if returning an item?

All refunds for online or telephone orders are carried out by our Online Sales Team at head office. You will therefore need to post your item(s) back to us using the instructions and returns address label provided with your invoice receipt. You are responsible for covering the costs of return postage and packaging.

Our stores can only provide refunds for in-store purchases, however you are welcome to drop your goods off in store for them to return on your behalf. This saves on return postage costs but can take up to 1 week longer. Click to view our full Returns Policy.

How much does delivery cost?

If you spend over £19 we will ship your order using Standard Delivery free of charge. If you spend over £95, your order will automatically be sent via Express Delivery which requires a signature on delivery. If you spend under £95 you can upgrade to Express Delivery (£2.95 - £4.95 depending on basket total) during the basket stage. Please see our Delivery Charges section for more information.

How long will my order take to arrive?

This depends on the stock levels of the item(s). Most items can be dispatched immediately - especially if they are in stock - meaning you may receive your order the following working day (if Express Delivery is selected) and 2-4 working days later (if Standard Delivery is selected). Rings generally take longer to dispatch as often our goldsmiths will need to work on your ring prior to shipment (cleaning and inspection etc). On average, we usually dispatch orders in 2-5 working days; actual delivery after this is dependant on the delivery service selected. Please look out for the 'Expected dispatch times' stated at the product level. Don't forget you can Track Your Order at any time.

Do you deliver outside of the UK?

Yes, we have recently been able to ship outside the UK. Please select your location from the drop down menu during the basket stage and follow the steps online. Postage and delivery will be calculated depending on the location chosen.

How will my items be sent?

Smaller parcels are shipped in PLAIN, padded brown envelopes or cardboard boxes via either Royal Mail or courier (Interlink). Our Express Service always requires a signature on delivery. Please see our Delivery Charges for more information.

Will I receive an email confirming that my order has been received?

Yes - a Confirmation Email will be sent to your selected email address once your order has been acknowledged. If you do not receive this email you may have entered your email address incorrectly, please first check your Junk folder to see if it has gone there, if not please phone us on 01895 201040 or email us at onlinesales@fhinds.co.uk so we can look into it.

Can I change my order?

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 01895 201040 or email us at onlinesales@fhinds.co.uk as soon as possible 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.

Can I cancel my order?

Yes you can cancel your order providing it has not been dispatched yet. Should you wish to cancel your order please contact us on 01895 201040 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. Please allow 3-4 working days for the funds to transfer between banks.

Can I change the delivery address?

No, not once the order is confirmed. We will need to cancel and refund your order so that you can place it again.

Can I track my order?

Yes you can. Simply click on Track Your Order and you will be able to view the progress of your order. At any time during the process, please do not hesitate to contact us on 01895 201040 or email us at onlinesales@fhinds.co.uk if you have a question regarding your order.

Where is my order?

If you have not received your order within the specified delivery time or have a question regarding delivery of your order please do not hesitate to contact us on 01895 201040 or email us at onlinesales@fhinds.co.uk. Please double check your email inbox - or Junk folder - which will advise you when and how your order was dispatched.

How do I return something?

Returning an item is simple - you can return it to a store or via the post. Please see our full Returns Policy 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 leaves the building damaged. Unfortunately we cannot control what happens to parcels in transit. However should this occur please contact us immediately on 01895 201040 or email us at onlinesales@fhinds.co.uk. We will probably ask you to return the item(s) as per our returns instructions and upon receiving the item(s) back, we will dispatch a replacement and reimburse all postage costs via the method used to pay.

How long will it take to give me a refund if I return something?

We process refunds on a daily basis, so the day we receive your parcel is the day we will authorise the refund. Funds normally take 3-4 working days to process between banks.

Do I have to pay postage costs to return an item?

If you find the item unsuitable or it's no longer required, you are responsible for the cost of return postage and packaging. If the item is arrives damaged, has a manufacturing fault or is incorrect, your postage will be refunded via the method used to pay. Please note, a reimbursement of return postage will only be authorised once we have inspected the returned item(s).

Can I change an item in store?

Yes you can. Please take the item(s) 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 Online Sales Team at head office. Any monies refunded are always refunded to the original card used to make the purchase. The store can arrange all this for you.

Can I get a refund in store?

All refunds for online or telephone orders are carried out by our Online Sales Team at head office. Our stores can only provide refunds for in-store purchases. Click to view our Returns Policy.

Can I be sure that I am buying from an ethical company?

We believe so. As a family business established for 160 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 customerservice@fhinds.co.uk.