Delivery & Returns

COVID-19 Update from Fraser Hart.

Stores Re-opening in England June 15th

We are pleased to announce that our Fraser Hart stores in England have now re-opened as of Monday 15th June. We are delighted to welcome back all of our customers to shop with us safely, and have been busy carefully planning to ensure we provide a safe and enjoyable experience for you in-store.

Your safety is our priority, and we have taken the necessary steps from government advice and are introducing the following measures in our stores to serve you safely:

  • For your safety and the safety of our team, we will be limiting the number of customers within our store to allow space for social distancing. This means there may be queues to get into the store.
  • Each store will have a host at the door, who will manage and limit the number of customers in the store.
  • There will be hand sanitising station situated at the entrance of our stores, and we invite you to use this before entering the store.
  • To ensure social distancing, please observe the floor markings within the store environment.
  • We would encourage you to use a face-covering whilst being served by one of our colleagues.
  • We would kindly encourage you to utilise cashless payments where possible.
  • Our staff will be wearing personal protective equipment and adhering to a strict cleaning and hygiene practice throughout the day.
  • We will be using Perspex screens for when social distancing may not be possible, such as if you would like to see a piece of jewellery or watch close up.
  • Thorough cleaning of each jewellery item and watch will take place after each consultation.
  • We will offer e-receipts as standard and paper receipts on request.
  • Chip & pin machines will be sanitised after every use.
  • We offer a Click and Collect service where you can collect in-store at a time that is convenient. Please utilise this where possible and ask a colleague for more information. Alternatively, we will offer free delivery on all online orders.
  • Our opening times may vary from normal, so please check our website store locator for more information.

If you would prefer to receive our usual excellent customer service from the comfort of your home, we will be offering the option to book a virtual appointment in our stores where we can help you with any queries you may have. More information will be announced on this service from 15th June.

Please note: All other Fraser Hart stores are located outside of England, and we must, therefore, wait until we have received permission from the Government to re-open these stores. We will notify you as soon as we know when this will be.

We’d like to say a huge thank you to all our customers for your loyalty and understanding during these exceptional times.

See you soon and stay safe, from the Fraser Hart Team


Our staff in our warehouse has been wearing gloves to help prevent the spread of COVID-19. All storage and packing areas are cleaned and disinfected three times per day and strict hygiene standards following the WHO recommendations are in place to guarantee our staff's and your safety. We disinfect all products before we dispatch them, and also disinfect returned items.

Deliveries are operating as usual as of now, however we cannot offer Express Delivery at this time, delivery should take 2-3 days but there may be other slight delays due to our couriers. We will update you should this change.

We are now offering free delivery on all orders, use code FREE at checkout

Delivery Charges

Delivery TypeDelivery costDelivery destinations
Standard delivery Free delivery on all orders, use code FREE at checkout UK & Northern Ireland. BFPO.
Click & Collect Free on all orders Fraser Hart stores only.

Please note at present we do not deliver to PO box addresses.

Standard delivery - £5.00 (Monday to Friday)

Delivery to the UK, Northern Ireland and the British Forces Post Office (BFPO).

Your order will be delivered by Royal Mail Special delivery and will require a signature upon receipt. We will send you a Despatch email to let you know that your order has been despatched that will contain a tracking number so you can check the progress of your order. Your order will normally be guaranteed for delivery by 1pm the next working day if ordered before midday. Subject to stock availability, orders placed after midday will only be available for despatch the next working day after your order has been placed.

Exceptions to Express delivery times: For certain postcodes, orders will be guaranteed for delivery by 5.30pm the next working day if despatch is prior to midday. Orders to the following islands will be delivered within two working days by 5.30pm: Channel Islands, Lewis, Colonsay, Mull, Coll, Shetlands. Orders to the following islands will be delivered within three working days by 5.30pm; Orkney, Corrour, Mallaig, Eigg & Kuck, Rhum & Canna.

Please note, however, that Express delivery orders placed after midday on Fridays or anytime over the weekend will be delivered the next working day after despatch by Fraser Hart.

Please note that Express delivery is not available on special order items.

FREE Click & collect - FREE (7 Days a week)

Waiting at home for a delivery isn’t always convenient or possible. You can now arrange to have your order delivered to one of 36 Fraser Hart stores across the UK, FREE.

How to use Click & Collect online Payment is taken in full at time of your order, you will not need to pay anything when you collect your item in-store.

Delivery times vary depending on the chosen store but it is usually within 5 working days. We will notify you by email when your order has been received and will send you another email to confirm that your order has been despatched and is ready for collection in your chosen store. This email includes a store map and opening times. Please ask a member of staff in-store to pick-up your order.

To collect your item in-store

  • Only the orderer can collect an order in-store. We will not release the order to anybody else. You must collect your item(s) in person in-store. If you have ordered a gift for someone else, the recipient cannot collect the order. We do not permit your order to be collected by somebody else on your behalf. There are not any exceptions to this.
  • A copy of your Ready to Collect email that contains your order number, as proof of purchase.
  • Photographic ID. Only a driving license or passport with photo ID will be accepted. Proof of address alone is not sufficient.
  • A card will be required if the order was made using In terest Free Credit

 Collect within 7 days

  • We will email you when you order has been despatched and is ready for collection.
  • Your order will be available for collection at your chosen store for seven days from the date of delivery. If, for any reason, you are unable to collect your order when it is ready, please contact the store. After this period, you will be contacted to have a refund via your original method of payment and the item(s) will be returned to our warehouse. Please allow up to 30 days for your refund.

 Click & Collect terms and conditions

  • Our Click & Collect service is FREE and is only available for orders placed online at
  • All Click & Collect orders must be paid in full at time of ordering. Click & Collect service is not available for rings that are resized or special orderable.
  • We do not permit for orders to be collected by somebody else on your behalf, they can only be collected by the orderer. There are no exceptions to this.
  • When collecting an order in-store, the following identification must be presented in-store at point of collection; photographic ID in the form a passport of driver’s license only, along with a copy of your despatch email.
  • Collection must be within 7 days of delivery to the store. After this period, a refund will be made and the item(s) returned to our warehouse.
  • The Click & Collect delivery timeframe is estimated and is subject to stock availability. Days quoted are based on an order being placed before midday on a working day. All days are ‘working days’ and exclude bank holidays. Click & Collect delivery timeframe may vary at Christmas.
  • We reserve the right to refuse or withdraw the Click & Collect service at any time and to decline a Click & Collect order at any time.
  • These terms and conditions are in addition to our general terms and conditions of purchase.
  • See our Terms & Conditions section for full Click & Collect terms and conditions.

Exceptions to delivery times

Rings: on occasion, we may have to special order the ring size you require. We will contact you in advance to let you know the expected delivery time.

Delivery lead times are extended over public holidays.

Fraser Hart is pro-active in preventing fraudulent use of credit/debit cards and conduct security checks on all orders received and may, from time to time, carry out further checks before despatch. We reserve the right to deliver to the cardholder's address only, if requested by the card issuing bank. These checks can take various forms but may involve contacting you before we process an order.

On occasion, we may have to special order in certain ring sizes which can take up to several weeks. We will contact you to let you know the expected delivery time if we have to special order the ring size you require.

Returning a product

We want to ensure that you are completely satisfied with your purchase from Fraser Hart online and therefore, offer a 30-day money-back guarantee. If you wish to return a product you can do this via post or in-store. Please note: Orders paid for using PayPal or Interest Free Credit cannot be returned in-store, they must be sent by post for a full refund to be processed. Refunds are made back to the credit/debit card used to pay for the order. When a refund is made to a credit or debit card or via PayPal it may not show up in your account straight away as the clearing banks take time to process the refund. Typically this can take up to 7 working days, but varies depending on your own bank. If you would like further clarification on the timescales involved, please contact your card issuer.

All items returned must be unworn and in their original pristine condition and packaging. This does not affect your statutory rights. Please return any unwanted items within 30 days from the day your parcel arrives for a full refund via the original payment methods.

Refunds will only be made to the card used to purchase the item. Please note no refund or exchange will be given without a despatch note, receipt or other proof of purchase. Our refund policy does not affect your statutory rights in respect of faulty or damaged goods. For more information on your statutory rights, visit

We reserve the right to decline an exchange or refund (refund you in full, minus any amounts due by way of compensation to either repair the goods or to cover any loss) any items where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them.

Under the Distance Selling Regulations, if you buy online, you are entitled to a full refund, inclusive of any delivery charge. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

If you need further information on returning items, please contact our Customer Service team by emailing us or calling us on 353 1 5392084, Monday to Friday 9.00 am to 5.00 pm (excluding public holidays in the Republic of Ireland).

We apologise due to technical difficulties the 0500 number is not available. Instead please can you email the following address 

Change or cancel an order

If you change your mind after placing an order, you can cancel it prior to despatch. Call our Customer Service team on +353 1 5392084, Monday to Friday 9.00 am to 5.00 pm (excluding public holidays in the Republic of Ireland). Please be ready to quote your order number, name and address details. Typically it can take up to 7 working days for refunds to be processed to the credit/debit card used to pay for the order.

If your order has already been despatched or delivered, then we’ll need to follow our returns procedure.

Unfortunately, in some circumstances it may not be possible to make changes to your order once you've placed it. If you’d like to change your order please contact our Customer Service team on +353 1 539 2084, Monday to Friday 9.00 am to 5.00 pm (excluding public holidays in the Republic of Ireland). Please be ready to quote your order number, name and address details.

Returns procedure

Returns can be made in-store or via post. Please note, if you wish to return any items using PayPal, special conditions apply.

1. Returns by post

  • Include a copy of your despatch note in the parcel along with the product in the original presentation box, and package up securely.
  • Send your parcel to: Fraser Hart Online Returns, Fraser Hart Ltd, 19 Queen Street, Glasgow, G1 3ED.
  • Ensure that you obtain proof of postage from the Post Office in case your parcel is lost in transit. We would recommend that you use Royal Mail Special Delivery to ensure proof of delivery and insurance of the goods while they are in transit.
  • Please allow 30 days of us receiving the returned goods from you to process your refund.

2. Returns to a Fraser Hart store for an immediate refund
You may return or exchange an unwanted item to any of our 40 stores across the UK.

  • Place the unwanted item into the original presentation box and packaging.
  • Take it to your nearest Fraser Hart store along with your despatch note as proof of purchase.
  • Please bring the payment card that was used to place the order.

See our full terms & conditions and information on Distance Selling Regulations.