Frequently Asked Questions
If you find that any of your questions are not answered below, then please email firstname.lastname@example.org.
Q: What is the returns policy as the stores are/have been closed?
Q: I have an order, deposit or repair currently in store, when can I expect to be able to get this item?
Q: An item I have purchased has broken or isn’t working, what can I do?
Q: I have an order/deposit in progress not yet completed?A:Orders placed will still be completed once lockdown is lifted on Tuesday 16th when stores in England will reopen. Many of our suppliers have been furloughed too, so it may take a few weeks to get back on track.
Q: When will the stores be opening again?
Q: Are online orders still being delivered?
Frequently Asked Questions
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 head to our Store Locator.
I Would like more Information About a Product
No problem email us at email@example.com with your question(s). 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...
What if I Don't Like an Item When I Receive it?
This is not a problem. We offer a 30 day change of mind guarantee on most products.* We will happily exchange the item(s) or provide a full refund to the purchaser's card should an item prove unsuitable.** Click to read more about our Returns Policy.
* The 30 day change of mind guarantee excludes bespoke desgins 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 products come a 2 year guarantee (product code starting with D***); 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 against any manufacturing faults but excludes accidental damage and normal wear and tear. This does not affect your statutory rights.
I Don't Know Which Ring Size I Require
This is not a problem. Whether the ring is for you or a gift for someone else, we will happily adjust or exchange the size of any ring* once free of charge after purchase. We will do this at any stage within your 30 day change of mind guarantee, thus enabling you to purchase the ring and return it for adjusting/exchange later on**. Please note that we reserve the right to choose to adjust or exchange the ring depending on stock levels at the time.
Please also bear in mind that some rings cannot be adjusted or available for exchange and some orders will be excluded from the free ring adjustment service. Click to read more about Ring Sizes & Getting it Right.
* This does not include bespoke or specially ordered rings.
** 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 exchange your purchase for a different style or offer a full refund.
I Cannot see the Ring Size I Require Listed in the Drop Down Menu?
Our rings are usually available in sizes J-S for ladies and R-Z for men as these are the most popular ring sizes in the UK. Smaller or larger sizes outside these ranges are probably possible but they require some discussions prior to purchasing (and may require an extra charge).
A missing size could also mean that we have sold out of that size with no option for alteration. If you cannot see the size required please email us at firstname.lastname@example.org and we will be able to tell you if we can supply and whether there are 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 an Item in a Different Colour or Carat Gold?
If you see an item in yellow gold, it may also be available in white gold (or vice versa). Similarly, if you see an item in 9ct, it may also be available in 18ct or even platinum and palladium. Make a note of the product code and email us at email@example.com 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 an Item with a Larger Diamond or Different Stone?
Many of our diamond jewellery items are available with different carat weights (stone sizes) and we can even swap stones for other precious gemstones, effectively allowing you to customise your own bespoke design. Please email us at firstname.lastname@example.org 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.
What Cards do you Accept?
We accept all cards apart from American Express and we also accept PayPal.
How Safe is it for me to Pay Online?
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
When will I be Charged for my Order?
When you place an order with us, payment is debited immediately from your account. If you wish to cancel your order please call us on 01895 201040 (option 2). We can only do this providing your payment has cleared in our bank account and the order has not been dispatched. Once refunded you will need to allow 3-4 working days for the funds to show back in your account.
How do I get a Refund?
Any one of our stores can issue a full or partial refund for your online order, or you can post the item(s) back to us to our Head Office address. Please note, you are responsible for covering all return postage costs. Full returns instructions will be sent with your goods or you can click to view our Returns Policy.
How much does Delivery Cost?
If you spend over £19 we will ship your order free of charge all orders over £95 require a signature on delivery for security reasons. We may choose to send your parcel by Express Delivery (with a signature) even if you have not selected it - at no extra cost to yourself.
If you spend under £95 you can upgrade to Express Delivery (from £1.95 - £4.95 depending on basket total) during the checkout stage. However please note, this does not mean you will receive your item(s) any quicker that estimated. 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) at the time of ordering. Most items can be dispatched immediately meaning you may receive your order the following working day (if Express Delivery is selected and the order is placed before midday) 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 you select. Please look out for the 'Expected Delivery Times' stated at the product level as this is usually pretty accurate. Don't forget you can Track Your Order at any time.
Do you Deliver Outside the UK?
Yes, we now deliver to over 30 European countries. 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 and items ordered.
How will my Items be Sent?
Smaller parcels sent by Royal Mail will be in plain, padded envelopes or cardboard boxes and APC courier parcels will be sent using APC mail packs or plain cardboard boxes. Please see our Delivery Charges for more information.
Will I Receive an Email Confirming 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 or it could have gone into your Junk folder. If not please phone us on 01895 201040 (option 2) or email us at email@example.com 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. Should you wish to change your order please email us at firstname.lastname@example.org 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. Email us at email@example.com as soon as possible stating your order number. Once the refund has been authorised please allow 3-4 working days for the funds to transfer between banks.
Can I Change my Delivery Address?
Sadly no, not for security reasons. We would suggest cancelling and refunding your order so that you can place it again with the correct address - providing your order has not been dispatched. Please contact us as soon as possible by emailing firstname.lastname@example.org.
Where is my Order?
If you have not received your order within the specified delivery time or have a question regarding delivery, please do not hesitate to contact us by email at email@example.com. Please double check your email inbox - or Junk folder - which will advise you when and how your order was dispatched.
My Order has Arrived Damaged. What Shall I Do?
We take great care to pack your item(s) securely and it is extremely rare that something leaves the building incorrect or damaged. Unfortunately we cannot control what happens to parcels in transit, however should this occur please contact us immediately on 01895 201040 (option 2) or email us at firstname.lastname@example.org. 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 Issue a Refund if I Return Something?
We process refunds on a daily basis, so as soon as we receive your parcel your refund should be authorised. Once authorised 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 be Sure That I am Buying from an Ethical Company?
We believe so. As a family business established for over 160 years, we have always taken our reputation very seriously and we require all 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.
Do you use Recycled Gold?
There will be recycled gold in most of our jewellery as this is a product of many manufacturing processes. For example, cast metal items are typically formed into the shape of a ‘Christmas Tree’ with the jewellery items being the 'leaves'. The branches of the tree (as well as the trunk) that remain after the jewellery items/'leaves' have been clipped off are recycled into the next batch.
Making an item out of 100% recycled gold may sound like a worthy objective but it actually achieves nothing: nobody throws gold away rather than reusing it! If an item is made out of 100% recycled gold, it simply means that other items will be made from a slightly higher proportion of new gold. It is a ‘zero sum gain’: exactly the same amount of gold will be used to make jewellery worldwide and exactly the same proportion will be from new and recycled gold.
So the bad news is that this is a form of ‘greenwash’ and we think it is better to devote efforts in other ways. However, the good news is that gold is probably the material with the longest history of recycling and so the brand new ring on your finger will almost certainly contain gold that has been used for many other purposes over the course of history - as far back as Roman or Egyptian times and before!
Over the past few years, we have offered a service where you can exchange your unwanted jewellery for cash or a new piece of jewellery and we ensure that all of the gold and other precious metals in these items is recycled. Click to read more about our Gold for Cash Service.
These initiatives should give you the confidence to shop with us, but if you have any further queries, please email email@example.com.