H.SAMUEL HELPFUL FAQs

While we are still going through unprecedented times, the health and safety of our employees, customers and communities continue to be our priority. We therefore ask for your continued support as our deliveries may take slightly longer than usual in reaching their destinations, and your in-store experience may be slightly different to usual. Rest assured we are doing everything we can to make sure you get your order as quickly as possible.

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

Q: I have a repair in my H. Samuel store, how can I track the 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: We are operating our in-store watch repair service but there may be 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. Please contact your local store for any more information.

Q: Can you adjust my watch bracelet?

A: Yes, if your watch bracelet needs adjusting simply take it 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: Can you ship my jewellery repair to me if my local store is closed?

A: Unfortunately, we are unable to do this as there will be no team members in the store to facilitate.

Q: What are the prices and availability of in-store services?

A: Specific prices and availability of our services will differ by store, therefore we would recommend you get in touch with your local store for further information. You will also be able to book an appointment for any service requirements. Please note that valuations are not done in-store and instead sent to the Guild of Valuers for assessment and valuation.

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 and we will value your items.

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

A: Yes, our click & collect service is operating as normal.

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

A: Yes, you can reserve an item online and pay in-store.

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 as we follow government advice. Although body and skin piercing services are permitted to open, services in the highest risk zone (the area around the face) should not be provided. However, we will keep you up to date with any information regarding this.

Q: Do you engrave items?

A: Yes, we can engrave your items for you.

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

A: We are following the latest government guidelines which means you must wear a face coverings when entering our stores unless you have specific reasons as to why you can't.

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. Please contact your local store if you require more information.

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, excluding earrings and body jewellery. 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 but you may have to queue outside due to social distancing measures.

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

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

Q: Am I still required to come in for my 6-month cleaning and inspection?

A: This service isn't mandatory, and you can choose whether or not you want it done. Please note this inspection is carried out to identify any issues with the item that may need to be addressed so it is at your own risk if you choose not to.

Permanent store closure FAQs

Q: You have my watch/jewellery as it's being repaired what will happen to it?

A: Don't worry we have been looking after it for you, if your repair is completed, we have arranged for it to be transferred to your nearest H.Samuel store. Our friendly store team will be in touch as soon as it is ready for collection.

If your repair is not yet completed, we will manage it through to completion and then arrange for it to be transferred to your nearest H.Samuel store for collection.

Q: I have a repair that I haven't collected yet, what happens now?

A: If you were not able to collect your completed repair before our stores closed on 23rd March, don't worry, we have been keeping it safe for you. We have arranged for it to be transferred to your nearest H.Samuel store. Our friendly store team will be in touch as soon as it is ready for collection.

Q: What happens if I left my repair for an estimate?

A: This will be transferred to your nearest H.Samuel store to be managed, you will have the option to proceed with the work or collect if you do not wish to proceed.

Q: I left an item for repair how can I track its progress?

A: If you'd like further information, please contact our friendly Customer Service team at storeclosuresupport@hsamuel.co.uk who will be happy to help.

OTHER QUERIES OR QUESTIONS

If you have found that your question hasn't been answered above or you'd like some extra information, please visit our Customer Services page to submit an online enquiry. Alternatively, you can contact us via phone on 0800 458 1066* (option 1).

If you need assistance you can contact us via:

Email: customer.services@hsamuel.co.uk

Twitter: @HSamuelhelpers

Phone: 0800 458 1065