FAQs

Frequently Asked Questions

We are here to help.

Welcome to Fraser Hart. We are passionate about providing an outstanding customer service and are happy to help you with any queries you have. If you cannot find the answer you are looking for in our FAQs, please contact us directly.

E-mail us

If you have a query you can e-mail us at Sales.team@fraserhart.co.uk

Call us

Call our Head Office Team on 00353015392084 , Monday to Friday 9.00 am - 5.00 pm. Please note that our offices are closed on public holidays in the United Kingdom.

Our Stores

Call in to one of our 36 stores or telephone a store directly to speak to one of our highly trained jewellery and watch experts. Find a store.

In-Store and Virtual Appointments

You can visit any of our stores that have re-opened without making an appointment.

If you prefer to arrange an in-store appointment before coming to our stores, you can do so by following the steps below.

If you don't feel comfortable just yet to visit our stores in person (though rest assured we are taking the necessary safety precautions), you can also arrange a virtual appointment. This will be either a Skype or a Zoom call which you can take on your phone, tablet or computer in the safety and comfort from your own home.

To book an in-store or virtual appointment with us, follow these steps:

1. Select a store of your choice from our Store Locator Page here
2. Send an email to the email address from your selected store
3. Include a suitable date or time for you and also if you are interested in a particular item or product range
4. A member of our team will then reach out to you to confirm a time and date for the appointment
5. A calendar invite and a link for the appointment will be sent to you and just need to join the call on the day and time of your appointment (applicable for virtual appointments only)

Frequently asked questions

1. WHERE DO YOU DELIVER TO?

We can only deliver to customers within the UK, Northern Ireland and British Forces Postal Office (BFPO).

2. WHAT ARE YOUR DELIVERY CHARGES AND HOW LONG DOES IT TAKE?

All Fraser Hart orders are delivered using Royal Mail (either Recorded or Special Delivery) and will need to be signed for on receipt.

FREE standard delivery on orders of £200 or more (Monday to Friday)
Standard delivery is £5.00 and FREE on orders of £200 or more. Following despatch by Fraser Hart, orders are normally guaranteed for delivery within 2-3 working days. Standard delivery orders placed after 1pm on Friday or anytime over the weekend will be delivered within 2-3 working days after despatch by Fraser Hart. A signature is required on receipt.

Find out more about delivery charges

3. What is your returns and refunds policy?

See our returns section for our returns policy and procedure

4. How do I return items that I’ve purchased online?

Online orders can be returned to any Fraser Hart store or via post. See our returns section for our returns procedure and policy

5. Do you offer a Click & Collect service?

Yes, we offer a Buy & Collect service for orders placed online at www.fraserhart.co.uk only, to our Fraser Hart stores. See our delivery section for full details of our Buy & Collect service.

If you have a specific Buy & Collect query, please call our Customer Service team on 0808 549 7766, Monday to Friday, 9am to 5.00pm, excluding public holidays or email us.

6. Do you offer interest free credit?

0% Interest FREE credit is available in-store and online for purchases over £500. Find out more about Interest FREE credit online. Please ask in-store for full details of Interest FREE Credit

Credit subject to status and affordability. Terms & Conditions Apply. Fraser Hart are a credit broker and are Authorised and Regulated by the Financial Conduct Authority.

Credit is provided by V12 Retail Finance and Regulated by the Financial Conduct Authority.

7. What payment options do you accept?

We accept the following payment options:

8. Can I buy and redeem gift cards online?

Fraser Hart Gift Cards can be purchased in-store and online for redemption in-store. Gift cards can be used to pay or part pay for goods or services from any branch of Fraser Hart, Bernstones, Crouch and Lyons of Croydon, up to the value held on the Gift Card. Unfortunately, at present, gift cards cannot be redeemed online.

9. Can I have my items gift-wrapped?

All Fraser Hart non-branded jewellery is despatched with beautiful gift wrapping. The presentation box is carefully palced in luxurious wrapping paper and hand-tied with a bow.

Branded jewellery and watches are presented in the brand house’s box or pouch and a branded gift bag included where available.

10. What sizes are your rings available in?

Our rings are normally available in sizes J-Q for women and sizes R-Z for men. Smaller and larger sizes are often available but may need to be specially ordered and therefore take a little longer to deliver and incur an additional charge. Please contact our Customer Service team if you have a specific query.

11. Can my order be sent to a different address?

Yes, orders can be sent to an address that is different to the cardholder’s address. However, there may be circumstances where we will only deliver to the cardholder’s address.

12. How do I redeem a coupon code?

To redeem a coupon code online you must have an item which is in conjunction with the offer in your basket/shopping bag.

The code must be entered in the "Promotional Code" section before checkout. If you bypass the "Edit Basket" stage and proceed straight to "Checkout" you will not have the option to enter the promotional code. In this case you will need to click the "Back to Bag" arrow on the top left of the "Checkout" page and you will then be able to enter the code and proceed with your discount.

If the code does not work upon entry please check the Terms and Conditions page as there may be restrictions applied.