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Frequently Asked Questions

A collection of frequently asked questions on Goldsmiths along with detailed answers.

If you're looking for the Sell Your Watch FAQ, click here to visit the page.

Can I Use my Settlement E-Card online?

If you have received a Settlement e-Card, you'll first need to activate it before you can start shopping online or in our showrooms. To activate your card over the telephone, please call our Claims Team on 01162 821 946. We'll have your card ready to use within 24 hours.

Alternatively, just pop into your nearest showroom where we can activate your card and have it ready to use straight away.

Using your Settlement E-card Online

Using your card online is really straight forward; it's not too different to how you would use your credit or debit card to pay. Simply, add your items to your basket and at the checkout select 'Settlement e-card' as your payment method. If your order exceeds the amount credited on your card, our website will enable you to pay the remaining amount on your credit or debit card.

Can I Obtain A Replacement Receipt For A Purchase I made In A Goldsmiths Showroom?

We’ll arrange for you to receive a replacement receipt as soon as possible. Please email our customer relations team with the information below:

  • Your name and address at the time of purchase
  • A description of the item purchased
  • The method of payment used to make the purchase
  • The location of the showroom where the purchase was made
  • The date when the purchase was made (approximately if you can’t remember the exact day)

How do I use Tesco Clubcard Reward Tokens at Goldsmiths?

Goldsmiths and Tesco are working in partnership so you can convert your Tesco Clubcard points into Goldsmiths Tesco Clubcard Reward Tokens which you can use to purchase any full-priced item in our showrooms (excluding Jersey ).

To find your nearest Goldsmiths showroom please use our showroom locator .

Terms & Conditions

  1. There is no minimum spend for Tesco Clubcard Reward Tokens; however, we reserve the right to withdraw this offer at any time.
  2. Multiple items can be purchased in one transaction.
  3. Tesco Clubcard Reward Tokens cannot be redeemed online.
  4. Tesco Clubcard Reward Tokens cannot be used in conjunction with any other offer, promotion or discount, on sale items, for the purchase of gift cards, in conjunction with interest-free credit or for purchases made through ‘cashback’ or reward websites.
  5. Tesco Clubcard Reward Tokens can be used as full or part payment. You can use more than one, but no change will be given if the value of vouchers exceeds the total value spent.
  6. Tesco Clubcard Reward Tokens can be topped up with cash or debit/credit cards only.
  7. Purchases using Tesco Reward Tokens can only be redeemed by the card holder whose name is printed on the tokens; they may not be given as gifts or combined with someone else’s tokens on a single purchase.
  8. Tesco Clubcard Reward Tokens cannot be used in part payment with any insurance cards.
  9. Tesco Clubcard Reward Tokens cannot be used for the purchase of pre-owned watches.
  10. These terms and conditions do not affect your statutory rights.

I have a repair in my Goldsmiths showroom, how can I track the progress?

Your local showroom is managing your repair and will be able to provide a progress update for you. The most direct way for you to receive an update is to contact your showroom directly. You can find their contact details by using our showroom locator.

How do I find or contact my local Goldsmiths showroom?

The easiest way to find your nearest Goldsmiths showroom is by using our showroom locator. The telephone number, address and email address are all available.

How long do deliveries take? When will I receive my order?

Standard Delivery

Our standard delivery service is free regardless of how much you spend and you will receive your order within 1-3 working days on our before 1pm service.*

Express Delivery

If you can’t wait to receive your order, why not use our express delivery service.

Express delivery is our fastest delivery service, and available on all items that are in stock and ordered before 4:30pm Monday - Friday. You are shown during the checkout whether this option is available for your order. We’ll send your order as a priority so you receive it the next day before 1pm.*

* Jewellery orders of £100 or less and deliveries to South West England, Scotland Highlands and Northern Ireland may extend to 6pm and deliveries to the Channel Islands will be delivered within 24-72 hours. Orders with a weekend dispatch to Northern Ireland will be delivered in 2 working days. Gift Card orders placed after 4:30pm will be delivered within 2 working days. Delivery times stated are subject to order approval.

Click & Collect

Why wait in for a courier? Try our free Click & Collect service.

We have busy lives and Click & Collect makes life easy! If you don’t have time to wait in for a courier or you would simply like to be looked after by our wonderful showroom team then Click & Collect is for you.

We will deliver your parcel to your chosen showroom within 48 hours of despatching your order, then, when they have received it, they will give you a call and arrange a convenient time for you to collect your order.

What happens to my deposit if my application for Interest Free Credit has been declined?

When an application is declined, we notify your bank, advising that the pre-authorised pending funds should be cancelled. Depending on the bank or card issuer, it may take up to 5 working days, starting from the next full working day, for the funds to again become available in your account.

How do I remove myself from the Goldsmiths mailing list?

We’re sorry to see you go! Please email us your name and full address details and we’ll take care of it.

What’s your returns policy?

If you would like to exchange or return an item purchased from our website, please download and complete our Exchange and Returns Form enclosing it with your order in its original condition, along with the original despatch note and packaging.

Refunds can be requested within 14 days of the date of despatch, and exchanges within 30 days from the date of despatch.

1. The easiest way to exchange or return an article purchased online is through our showrooms (excluding airports).

Please note, orders paid using PayPal or Interest Free Credit cannot be processed in a showroom. Our showrooms will arrange for your items to be securely sent free of charge to Head Office for processing.

2. Alternatively please visit your local Post Office to post your order back to us. We recommend insuring your parcel to protect your goods in transit.

Please note, orders purchased using our Click & Collect service can only be returned to a showroom. They cannot be processed by post.

Please send to: 

GSW
2 Elland Road
Braunstone
Leicester
LE3 1TT 

Unfortunately we cannot accept returns of earrings or cleaning products if the tamper proof packaging has been opened. This is for hygiene reasons and doesn’t affect your statutory rights.

We cannot accept items that have been engraved, personalised or altered. 

Can I cancel or change my order?

Of course you may; we do ask that you please call us as early as possible to discuss an order change or cancellation. Our customer experience team can be contacted on freephone 0800 085 8250 during the following times:

  • Monday-Friday: 10:00am - 4:00pm
  • Saturday - Sunday: Closed
  • Bank holidays: 9:00am - 5:00pm

UK VAT & The Channel Islands

As our website is a mainland UK trading website, all orders are charged at the full UK VAT rate at the time the order is placed.

How can I find out if an item is in stock in my local showroom?

The quickest way to find out is by contacting your local showroom directly. Our customer experience team can help you find your nearest showroom and provide you with their contact details.

Our customer experience team can be contacted on freephone 0800 085 8250  during the following times:

  • Monday-Friday: 10:00am - 4:00pm
  • Saturday - Sunday: Closed
  • Bank holidays: 9:00am - 5:00pm

Alternatively you may wish to place your order online and choose our Click & Collect service as your delivery option. You can then select the showroom that would be most convenient to collect from and they will contact you when your order is ready to be collected. 

Bank holiday information

Most showrooms are open on bank holidays. To confirm bank holiday opening hours, please call our customer experience team or get in touch with your local showroom directly.

Our customer experience team can be contacted on  freephone 0800 085 8250 during the following times:

  • Monday-Friday: 10:00am - 4:00pm
  • Saturday - Sunday: Closed
  • Bank holidays: 9:00am - 5:00pm

The contact details for your nearest Goldsmiths showroom can be easily found using our showroom locator

How can I contact Goldsmiths?

There are a number of different ways to contact us.

For order related and general enquiries:

Our customer experience team can be contacted on freephone 0800 085 8250 during the following times:

  • Monday-Friday: 10:00am - 4:00pm
  • Saturday - Sunday: Closed
  • Bank holidays: 9:00am - 5:00pm

Alternatively you can email us.

Our Head Office address is:
Aurum House,
2 Elland Road,
Braunstone,
Leicester,
LE3 1TT

To contact your local showroom, please use our showroom locator where all contact details can be found.

Feedback

There are plenty of jewellers on the high street, but we aim to stand out from the crowd by giving you a memorable and unique experience in every one of our showrooms. Your opinion is really important and will help us to constantly improve our level of service.

Submitting your feedback is easy. Just complete our short online questionnaire and tell us about your experience at Goldsmiths. It’ll only take five minutes of your time, and to say thank you, you’ll be entered into our monthly draw to win a £500 Goldsmiths Gift Card.

Alternatively, you can send your feedback by email to our customer relations team.

Showroom locator

To locate or get in touch with your nearest Goldsmiths showroom, please use our showroom locator. It will provide you with contact details, opening times and will enable you to make an online appointment with our showroom staff at a time that’s convenient to you.

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