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FAQs

It always happens, that important question that pops into your head when there’s no one around to answer it. We know just how you feel, so we’ve put together a list of the most frequently asked questions below which should hopefully resolve your query. If you’d still like to talk to someone we’d love to speak to you, so why not pop in to one of our Beaverbrooks stores or give our friendly Customer Service team a call free on 0800 169 2329 (Monday to Friday, 9am – 5pm, excluding bank holidays) and we’ll do everything we can to help.

If we haven’t answered your particular question, please call in to any of our Beaverbrooks stores or give our friendly Customer Service team a call free on 0800 169 2329 and we’ll be more than happy to help you.

Q: What are your accepted payment methods?

A: We want to make shopping online as easy as possible and so accept a number of payment methods including debit/credit cards, PayPal, Interest Free Credit and Gift Cards. Full details, can be found on the Accepted Payments page.

Q: Can I place my order over the phone?

A: If you’d prefer to speak to someone to place your order, call our friendly Customer Services team on 0800 169 2329 and they’ll be happy to help you. They can offer knowledge and expertise should you require further information about any of our jewellery and watches.

Q: How can I return my purchase for an exchange or refund?

A: We’re certain that you’ll love your purchase but, on the rare occasion that it’s not right, we’ll be more than happy to offer a refund or exchange. Just return the unworn item to us in its original packaging and with all relevant receipts and documentation within 30 days of purchase. This offer does not include personalised items or special orders and does not affect your statutory rights. Read our full returns policy.

Q: I would like to apply for Interest Free Credit, how does it work?

A: You can spread the cost of your purchase by choosing Interest Free Credit over a period of 6, 9, 12, 18, 24, 36 or 48 months. To find out more, visit our finance options page.

Q: I would like to apply for Paypal Credit, how does it work?

A: Similar to a credit card, but without the plastic, PayPal Credit gives you a credit limit on your PayPal account which can be used for online purchases. PayPal Credit is offered on orders between £150 and £349, where you can enjoy 0% interest for 4 months. Read our PayPal FAQs to find out more.

Q: I would like to apply for finance, but I’m being offered 0% and 9.9% APR. Why is this?

A: On certain items, there are restrictions on the 0% interest free credit options we’re able to provide you. In these cases, we may offer you interest-bearing options, so that you can still spread the cost over a longer period. This applies to the following categories, where you will likely see 0% options up to 12 or 24 months, as well as a 9.9% APR option for longer terms. The application process is the same regardless of which option you select. To find out more, visit our finance options page.

  • Pre-Owned watches.
  • Smart Watches.
  • Items in our SALE category.

Q: What are your store opening times?

A: All of our stores have different opening times. To check the opening hours for a particular store, visit our store locator. You can select a store from the dropdown menu, or enter a postcode/town to search for stores nearest to that location.

Q: Which brands do your stores stock?

A: As well as our own fabulous Beaverbrooks products, we have branded jewellery and watches available in every store. Each store holds a different portfolio of brands, and some brands are only available in a limited number of stockists. If you are looking for a specific brand, visit our store locator, select the brand you require and it will tell you your nearest stockist.

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

A: Yes. We understand that you can’t always be at home for the post, so having your order delivered to any one of our UK stores can make shopping online even more convenient. The Click & Collect service is completely free of charge and full details can be found within the Delivery section.

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

A: If you’d like to reserve an item to view in-store, we recommend contacting the store directly as they will be able to check stock and let you know immediately if the product is available. Visit the Store Locator to find the contact number, opening times and full details of every store.

Q: Do you sell Gift Cards?

A: We do. Beaverbrooks Gift Cards are a lovely treat for someone special and available in any amount between £10 and £5,000. Our beautiful cards are presented in a luxury presentation sleeve with room for you to add your own personal message.

Q: Do you deliver outside of UK?

A: At present we deliver to the UK and Republic of Ireland.

Q: What guarantee do I receive with my purchase?

A: We believe that all of our products are of the highest quality and will guarantee everything against manufacturing defects. This guarantee will be honoured at any one of our Beaverbrooks stores, or through Mail Order on production of proof of purchase. These rights are additional to and do not detract from your statutory rights.

Q: Can you adjust my watch bracelet?

A: We can adjust the bracelet on OMEGA, TAG Heuer, TUDOR and Breitling watches before we despatch to make sure it’s the perfect fit. Use our size guide to find your wrist size and enter it in during checkout.

If you’ve already received your watch and require it adjusting or can’t find your wrist size in the options provided, please contact Customer Services on 0800 169 2329. Alternatively, you can select ‘Do Not Size’ and visit your nearest store once they reopen to get it fitted.

For all other watch brands, simply take your watch to any of our stores once they reopen and we’ll adjust it to fit perfectly. Find your nearest store.

Q: Can all Beaverbrooks rings be sized?

A: Each ring is individual and it will depend on its style and design as to whether it can be sized or not. To check whether a ring you’ve seen online is sizable, call our Customer Services team on 0800 169 2329 (Mon to Fri, 9am-5pm) or visit any one of our Beaverbrooks stores. If you’re not sure what ring size you need, download our printable ring size guide.

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

A: In most cases it simply means your watch requires a new battery. As long as your watch is a brand we stock at Beaverbrooks, bring it along to your nearest store and they will take a look at it for you. If you bought it from us, bring your receipt and guarantee, if possible, in order to speed up the process. Normally we will need to return your watch to the manufacturer in order to assess the problem and arrange any repairs required.

Q: How can I insure my purchase?

A: Your purchase is very special, so to give you peace of mind, we can offer you Jewellery and Watch Protection Service from as little as £8. This service protects against theft as well as accidental loss or damage. If you’d like to arrange cover then this will need to be completed in-store within 30 days of purchase. You will need to take your purchase and receipt with you to the store. Read full policy details and pricing.

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

A: We offer valuations through SafeGuard, the UK’s leading independent jewellery valuation service with over 20 years’ experience and expertise in the field.

SafeGuard jewellery valuations are recognised by all leading insurers, and all of your valuation information is held on a secure database. The cost of this service is £60 for the first piece of jewellery and £40 for any item being valued with it. Please note these prices are subject to change.

Visit their website for more information safeguardvaluations.com, or get in touch with our Customer Services team on 0800 169 2329 or customerservice@beaverbrooks.co.uk.

Our store teams will send your item(s) of jewellery to SafeGuard on your behalf to be expertly valued. If you’re interested in using this valuation service, pop into your nearest Beaverbrooks store and speak to our friendly store teams.

Q: What do I do if I have damaged my Beaverbrooks watch/jewellery?

A: We would advise you to stop wearing the item and, if there are any broken pieces, to wrap them carefully together. As soon as you are able, please pop in to any one of our Beaverbrooks stores where we will be able to assess the item and give you more detailed advice. Alternatively, contact Customer Services on 0800 169 2329 (Monday to Friday, 9am-5pm).

Q: What do I do if my Beaverbrooks item has been lost or stolen?

A: Providing you’ve taken out Insurance through Beaverbrooks, you’ll be able to claim up to 30 days after the incident. First you’ll need to report the loss to the police and request a reference number. Then just pop in to your nearest Beaverbrooks store and we’ll help you fill in the claim form and send it off for you. Your claim will normally be dealt with within 10-14 working days.

Q: Do you engrave items?

A: We work closely with a number of well-regarded engravers and are able to send some items that have been purchased from us to be personalised. However, please be aware that some items may be unsuitable for engraving. If you have something in mind that you would like to be engraved, please contact Customer Services on 0800 169 2329 to find out more, or pop in to one of our Beaverbrooks stores.

Q: Do you buy gold?

A: If the gold item was purchased from us, we are able to offer a part exchange value against another Beaverbrooks purchase. Please take your item in to your nearest Beaverbrooks store and they will be happy to discuss your options in more detail. At the moment we are unable to buy unwanted gold jewellery.

Q: How do I raise a complaint?

A: Whether shopping with us online, in-store or via the telephone, we hope you have a fantastic experience every time. If for any reason you feel the service you received hasn’t been of a high standard, please do get in touch with us so we can understand what’s happened and how we can make things better. View the complaint policy