H.Samuel Store Closure FAQ's

The safety and wellbeing of our customers has been at the forefront of our minds during these challenging times. If you have any questions regarding the recent store closures, we have the answers for you.

Due to our stores being temporarily closed we are not offering a click and collect service. Next day delivery can now take up to 2-3days for delivery.

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.

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 as the stores are closed?

A: We understand that returning an item in store is not possible at this time, so we have relaxed our returns policy so that you can return an item up to 30 days from when the stores re-open

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: Whilst stores are closed we cannot value items

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

A: No during this time we cannot fulfil to store, only to home

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

A: Whilst stores are closed we cannot reserve items

Q: Can you adjust my watch bracelet?

A: Whilst stores are closed we cannot adjust watch bracelets

Q: Do you engrave items?

A: Not whilst stores are closed we cannot

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

A: Please call customer services for an update

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

A: Whilst stores are closed we are unable to repair any items. We will communicate when we reopen

Q: When will the stores be opening again?

A: We are unsure, but it will only be once safe to do so

Q: Will any stores be open?

A: Not at present, we will ensure that it is communicated when we are able to reopen