H.SAMUEL STORE RE-OPENING FAQ'S

The safety and wellbeing of our customers has been at the forefront of our minds during these challenging times and we are now delighted to announce that our stores in England will be re-opening from Monday 15th June.

The health and safety of our employees, customers and communities continue to be our priority, therefore we ask for your continued support as our deliveries may take slightly longer than usual in reaching their destinations. Rest assured we are doing everything to make sure you get your order as quickly as we can.

Below you can find the answers to our frequently asked questions regarding the re-opening of our stores. However, if you find that any of your questions are not answered below, then please visit our customer service page for contact information.

Q: What is the returns policy now the stores are re-open?

A: While stores were closed, we relaxed our returns policy so that you can return an item in-store up to 30 days from when they re-open. If you want to return an item by post, you can do so within 30 days free of charge and you will be refunded with the payment method you used to place the order.

Q: Are online orders still being delivered?

A: Yes, we are working with the latest government advice on social distancing and the number of operators working at the same time. As the Covid-19 situation develops the health of our customers and employees is our top priority and respecting social distancing may result in a drop in our packing capacity. Rest assured we are doing everything to make sure you get your order as quickly as we can. Please be assured that our delivery partners are taking steps to reduce customer contact when you are signing for/ accepting deliveries in line with social distancing measures.

Q: Can I get a written valuation of my purchase for my insurance company?

A: Yes, go to your local H.Samuel store once it has re-opened and we will value your items.

Q: Can I have my purchase delivered to my local store?

A: Yes, once the stores have re-opened we will resume our click & collect service.

Q: Can I reserve an item to pick up and pay for it in store?

A: Once stores have re-opened you will be able reserve an item online and pay in-store.

Q: Can you adjust my watch bracelet?

A: Once stores have re-opened we will be able to resume adjusting watch bracelets. Simply take your watch to your nearest store with proof of purchase (either your receipt or the stamped guarantee card) and a member of our team will be able to help.

Q: Will you still be offering an ear-piercing service?

A: Unfortunately, for the time being we will not be operating our ear-piercing service. However, we will keep you up to date with any information regarding this.

Q: Do you engrave items?

A: Our engraving service will resume as soon as stores have re-opened.

Q: I have a repair in my H. Samuel store, how can I track progress of the repair?

A: Please call your local store for an update on your repair.

Q: My watch has stopped, what do I do?

A: Once our stores have re-opened our in-store watch repair service will resume but you may face delayed waiting times. A member of our team will be able to give you a timeframe once they've seen the work that needs to be done.

Q: When will the stores be opening again?

A: H.Samuel stores in England will be re-opening from Monday 15th June.

Q: Do I need to wear PPE when I visit your stores?

A: Customers will not be required to wear PPE when visiting our stores. However, we would advise you to follow the government guidelines specific to you.

Q: Can I pay with cash?

A: You can pay with cash but we are encouraging customers to pay with card where possible to reduce physical contact.

Q: Are there restrictions on how many people are allowed to shop together?

A: There aren’t any restrictions on how many people are allowed to shop together. However, there will be restrictions on how many people are in the store at once. We will be following government guidance on social distancing measures and in some stores there may be a limit on how long a customer can stay in store.

Q: What safety measures are you putting in place in your stores?

A: We want to assure you that we have put safety measures in place to protect both colleagues and customers. We have a cleaning station and regularly cleanse our surfaces. We regularly use hand sanitiser and all products are cleaned after any handling. All of our staff are also wearing personal protective equipment.

We are encouraging customers to use contactless payment, but if you need to use chip & pin, the machines are sanitised after every use. Collect in store and free delivery is available, and e-receipts are given as standard, with paper receipts available on request.

We limit the numbers of people in the store at any given time and social distancing measures have been put in place to keep colleagues and customers 2m apart.

Q: Will your full product range be available to purchase?

A: Most of our product range will be available to purchase. However, we are unfortunately not offering our ear-piercing service at this time.

Q: How long do Click & Collect orders take?

A: To find out how long your Click & Collect order will take please refer to the delivery calculator when placing your order.

Q: Can somebody else collect my Click & Collect order?

A: Unfortunately, it must be the person who placed and paid for the order. Please refer to our delivery to store page for more information.

Q: Can I try on your products in-store?

A: Yes, you will be able to try on products in-store. Our products will be cleaned before and after they are handled.

Q: Can I still go into the store even when there are no appointments free for that day?

A: Yes, booking an appointment enables you to walk straight into the store without the need to queue, however, if you are unable to get an appointment you can still come into any of our stores.

Q: Can I place click and collect orders from you?

A: Yes, this service is now available when you checkout.