Coronavirus – an important update

Frequently Asked Questions

• Can I still shop online?

  We’re sorry, we’re no longer taking orders at this time. We will be working hard to fulfil existing orders made before 3pm, Friday 27th March but delivery may take slightly longer than usual.

  Please keep checking our website and social channels in the coming weeks for important updates on this situation.

• Can I still order over the phone?

  We’re sorry, we’re no longer taking orders over the phone at this time. Our fulfilment teams will be working hard to fulfil existing orders made before 3pm, Friday 27th March but delivery may take slightly longer than usual.

  Please keep checking our website and social channels in the coming weeks for important updates on this situation.

• When will stores reopen?

  Unfortunately, we just don’t know at this stage. We are continually reviewing the situation, following the advice from the Government and Public Health England, and we will definitely keep you updated.

• Is Click & Collect still available?

  You can no longer Click & Collect to our Beaverbrooks stores, but you can still Click & Collect to your local Post Office - at over 12,000 locations across the UK.

• I have a Click & Collect order that I haven’t yet collected, what should I do?

  Please collect from the store before 5pm Monday 23rd March if possible.

  If this isn’t possible, please contact our Customer Services team and we can discuss your options. If you’d prefer to cancel your order we can arrange a refund, or we can hold onto the item for you until we re-open. Subject to security checks, we may be able to send the item to your billing address.

• I have a repair that I haven’t yet collected, what should I do?

  Please collect from the store before 5pm Monday 23rd March if possible. If not possible, don't worry, we’ll hold onto it for you until our stores reopen again. If you’d like further information, please contact our friendly Customer Services team who will be happy to help.

• You have my watch/jewellery as it’s being repaired, what will happen to it?

  Please contact our Customer Services team who will be able to provide you with an update. Don’t worry, we’ll keep it safe for you.

• How can I contact my local store if I have a question or complaint?

  From 5pm on Monday 23rd March, you won't be able to contact your local store directly. However, our friendly Customer Services team are available via email, phone or online chat and will be happy to help with your query.

• What if I want to return something to store?

  If you’re unable to return the item before our stores close on 5pm on Monday 23rd March, we’ve changed our returns policy so you will be able to return your item within 30 days from the date our stores reopen again.

• I can’t return an item at the moment as I’m self-isolating, what options do I have?

  If you want to return something to store, you’ll have 30 days from the date our stores reopen. If you want to return via post, we've relaxed our returns policy and will accept returns after 30 days.

• What will happen if my gift card expires before you reopen?

  Please keep hold of your gift card. If you wish to use it in-store, we’ll honour it for 30 days from the date our stores reopen. If you are looking to redeem it online, we will need to issue you with a new card when we reopen, which our Customer Services team can arrange for you.

• My warranty is due to run out. What if my item needs repairing under the warranty whilst you aren’t open?

  Don’t worry, we will honour all repairs under warranties that run out during the period of closure. Please make sure you the item is returned to us within 30 days from the date we reopen.

• Is my item I sent in for repair safe?

  Yes. We use insured courier services to despatch between our stores and workshops. We can assure you your item has been securely stored away.

• Is my item I ordered with the store recently still going to arrive?

  Yes, but only when we reopen. Once our stores are open again, our teams will be in touch to confirm a collection date.

• How do I redeem my birthday code as it can’t be used online?

  If you wish to redeem your code in-store, our team will be happy to honour it for 30 days from the point we reopen. If you wish to use it online, we will happily issue you with a new code with a longer expiry date – please contact our Customer Services team to arrange this.

• I want a payment holiday on my finance agreement. Who can help me?

  Your finance agreement is set up with V12 Finance who can be contacted via https://www.v12retailfinance.com/contact-us for information in relation to your finance payments.

• I need to make an insurance claim as my item is lost/stolen. How do I do this?

  We’re sorry, we are unable to help you make a claim at this time. If you have a replacement voucher you need to use, we will extend your expiry dates once we reopen.