Pocket Watch FAQs

1.  Is your website secure?

2.  How do I pay for my goods/what methods of payment are available?

3.  How long will it take for me to receive my goods?

4.  How do I know if my order has been processed successfully?

5.  Can I return my purchases if I am not happy?

6.  Do you ship internationally?

7.  Do you provide a price match promise service?

8.  Can I have my order delivered to a different address?

9.  I’m unsure how to place an order / I am experiencing some difficulty, can you help me?

10.  Are you an authorized stockist?

11.  Can you adjust the watch strap for me?

12.  Do you deal with corporate orders?

13.  We want a personalized product for our corporate order can you help?

14.  Are parcels insured?

15.  Can I track my order?

16.  Will I need to sign for my order?

17.  Why are your prices so low?

18.  What should I do if my purchase becomes faulty later on? 

19.  I would like to buy something that does not appear on your website

20.  Do I have a manufacturers guarantee with my purchase?

21.  Can I place an order over the telephone?

22.  I want to cancel/change my order

23.  I have received an incorrect order.

24.  I have received a faulty item.

25.  How do I Return an Item for an Exchange or Refund?

26.  When will I receive my refund?

27.  I am having trouble placing my order.

28.  What Shipping Company do you use?

29.  I haven’t received my order.

30.  Do you offer an Engraving Service?

31. What Does 17 Jewel Movement Mean?

 

1. Is your website secure ?             

Yes our website is secured using an Encryped connection through an SSL Certificate. 

An SSL certificate is a bit of code on the web server that provides security for online communications. When a web browser contacts this web site, the SSL certificate enables an encrypted connection. It’s kind of like sealing a letter in an envelope before sending it through the mail.

SSL certificates also inspire trust because each SSL certificate contains identification information. When you request an SSL certificate, a third party verifies information and issues a unique certificate to you with that information. This is known as the authentication process.

 

2. How do I pay for my goods/what methods of payment are available?

We accept Switch, Delta Visa, Mastercard and Solo. Payment can also be made using your Paypal and Google Wallet account. Our site is secured by Secpay, Mastercard Secure code. We will not deduct any payment from your credit card until such time that we have dispatched the goods to you.

 

3. How long will it take for me to receive my goods?

All orders over £100.00 are dispatched FREE via Royal Mail Special Delivery, that Guarantees delivery before 1.00pm the next day (a signature will be required) this is if the order is placed before 2.30pm on the day of ordering. Special Delivery cannot be guaranteed on a Saturday in all areas of the UK and Bank Holidays. See Saturday Delivery below for more details.

All orders between £30-£99.99 are dispatched FREE via Royal Mail 1st Class Recorded Delivery, delivery takes approximately 1-3 working days (a signature will be required). You can upgrade to the Royal Mail Special Delivery service which guarantees next day delivery before 1pm for £4.95 (a signature will be required).

All orders under £29.99 are dispatched via Royal Mail 1st Class Recorded Delivery at a standard charge of £2.95, delivery takes approximately 1-3 working days. You can upgrade to Royal Mail Special Delivery next day before 1pm for £4.95 (a signature will be required for either upgrade)

Saturday Delivery

If your order has been placed on a Friday before 3.00pm, to be guaranteed Saturday delivery before 1pm, an additional £3.00 charge will be placed on top of the charges which are seen above for the choice of shipping you have chosen.

Same Day Dispatch
We aim to dispatch all orders received before 3.00pm on the same working day, subject to stock availability and engraving requirements.

Orders received after 3.00pm will be dispatched the next working day, (please note that orders will not be dispatched after 3.00pm on a Friday, over the weekend or bank holidays). If the item is not in stock please allow up to 28 days for delivery to destinations within the UK. It is our policy to dispatch items ordered in the shortest possible time, but we can not be held responsible for any delays or damages occurred whilst in transit.

If you wish to Guarantee Next Day Delivery on your order please contact us on 02476 501002 to confirm with us regarding your order’s shipping details.

 

4. How do I know if my order has been processed successfully?**to be confirmed

It will come up on the screen that your order has been successful after you have entered your 3D secure details. You will then receive an order confirmation email and an email once your order has been dispatched. Any queries over this please contact us.

5. Can I return my purchases if I am not happy?

In addition to your statutory rights, we will offer a refund or exchange on any of our items returned unworn and in their original condition with the original box/guarantees
Full policy procedures are as follows,
Items Returned within 28 days = Exchange or Refund.
For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. A £6.00 charge will be deducted from your refund or exchange to cover our outward postage and packing for every item returned. For reasons of hygiene Earrings cannot be returned for any reasons unless proven faulty when purchased.

To return your item, we please ask you to download our returns form(.pdf) file and fill in the relevant boxes, also containing your original order ID and a copy of, or your original invoice with a reason for returning your item. You are responsible for the costs of returning the goods and we strongly recommend you return your parcel via Royal Mail Recorded Delivery (around £3) and keep your tracking number for proof of postage. We will not accept responsibility for goods that are lost in transit.

For any queries regarding your returns please e-mail us on info@edmondsjewellers.co.uk

6. Do you ship internationally?

Yes we ship our parcels Worldwide, here are our international shipping rates:

Orders placed from anywhere in Europe which are under £99.99 are shipped at a standard charge of £9.99 and take approximately 3-7 working days to arrive. (A signature will be required)

Orders placed from anywhere in Europe which are over £100.00 are shipped at a standard charge of £6.99 and take approximately 3-7 working days to arrive. (A signature will be required)

Orders placed from The Rest of the World and are under £99.99 are charged at £14.99 and dispatched via Royal Mail International Delivery this can take approximately 6-10 days (a signature will be required).

Orders placed from The Rest of the World and are over £100.00 are charged at £11.99 and dispatched via Royal Mail International Delivery this can take approximately 6-10 days (a signature will be required).

7. Do you provide a price match promise service?  

Yes we do provide a  price match promise service.

We are confident that we will not be beaten on price and we believe we are amongst the lowest prices in this market, if you find an identical product on a UK based website for a price lower than us then we will contact you with a lower price and give you the opportunity to buy it at the lower price we offer you, If it meets our terms and conditions*.

*Terms and conditions for Price Promise are:
We can only match with websites that are from UK based websites and the price promise is void if purchasing from an international website (i.e USA, Europe), the customer must consider that due to import tax and customs duty we are unable to price promise on international websites. We can only price promise with other official Watch and Jewellery Dealers- We do not Price Promise against second hand dealers, imports or products which are listed on E-bay. We will only beat the compared price product once the total price of the product including postage and packaging has been totalled on the compared website product. We are unable to Price Promise products which are in liquidation or in clearance sales on the compared website. We will make every best effort to match and beat the price of the compared product you have given us, we reserve the right to refuse any price promise request for any reason we give.

8. Can I have my order delivered to a different address?

Yes we can deliver to a different address but a signature will always be required upon delivery of the goods, you can select different addresses during the checkout procedure.

If placing a telephone order your shipping and billing MUST be the same for security reasons, our customer service team will always ask this before taking an order. So we ask if you do require different shipping and billing addresses, please place your order online.

9. I’m unsure how to place an order / I am experiencing some difficulty, can you help me? 

We have tried very hard to ensure that our website is as easy to navigate as possible. If you experience any problems then please contact us on 02476 501002 or look at our 'How To Buy Guide' section of the website

10.  Are you an authorized stockist?

Yes we are an authorized stockist. We provide a manufacturers guarantee and all official brand packaging with all goods purchased.

11.  Can you adjust the watch strap for me?

No we do not adjust watch straps, we ask you to please once you have received your order to visit your local jeweller to do this for you.

12.  Do you deal with corporate orders?

Yes we do deal with corporate orders. Our corporate service is an ideal way to give clients or work colleagues a gift that will make an impression.  Please contact us on 02476 501002 where our friendly customer care team will help whilst enabling you to manage corporate gifting with ease and convenience.  

13.  We want a personalized product for our corporate order can you help?

We have the facilities to personalise pocket watches with your chosen logo. Please contact the customer care team on 02476 501002 for more information. 

14.   Are parcels insured?

Once you have gone through the Track and Trace procedure (accessed via your account) and the order has not been delivered in the time specified, we can only replace or refund the order after 21 Working days, and after the post office is happy to clarify that the parcel is lost. Alternatively we will send a replacement out immediately at the same cost and your original purchase costs will be refunded after 14 days, this way you will receive your order, as long as we hold current stock of what you have ordered.

15.   Can I track my order?

Once your order is ready for dispatch, an email will be sent to you with a unique tracking reference which can be traced online at www.royalmail.com Please contact our Customer Service team on 02476 501002 if you have any concerns

16.  Will I need to sign for my order?

All order which are sent out Recorded or Special Delivery will require a signature upon delivery of the goods. If you are out, they will leave a 'While you were out' card, which you will need to take to your nearest postal depot to pick up your parcel. If you do not collect it within a short period of time, then the parcel will get returned to the sender.

17.   Why are your prices so low?

Our prices are so competitive because we are the largest stockist of pocket watches. We buy in large quantities so we can then pass on the savings made to our customers.

18.  What should I do if my purchase becomes faulty later on? 

If your purchase becomes faulty later on and the goods are still within the warranty, they will then need to be returned to the service centre addressed in your guarantee along with your guarantee and reason for returning your item.

If the product has no longer under warranty please contact the customer care team on 02467 501002

19.  I would like to buy something that does not appear on your website

Please contact us on 02476 501002 and we will endeavour to find the product that you wish to buy.

20.  Do I have a manufacturers guarantee with my purchase?

Yes, because we are authorized stockists all our products come with a manufacturers guarantee.

21. Can I place an order over the telephone?

You can call our customer service team on 02476 501002 between Monday – Friday 9.00am to 5.00pm to place an order. Please note if you are calling to place an order, help us by going on our website and adding the products you require to your shopping bag or wishlist to view the product codes (which are needed to place an order over the telephone).

If placing a telephone order your shipping and billing MUST be the same for security reasons, our customer service team will always ask this before taking an order. So we ask if you do require different shipping and billing addresses, please place your order online.

You can contact our experienced Customer Service Department Team

on 02476 501002 between Monday – Friday 9.00am to 5.00pm. You can also e-mail us on info@edmondsjewellers.co.uk and we will aim to reply to you within 1 working day.

22. I want to cancel/change my order

If you wish to cancel or change your order please contact us as soon as possible, so we can take the appropriate action before we have dispatched your order,

If we have already dispatched your order and you no longer require it, you can refuse to sign for your order and it will then be automatically returned to us. We will then take the appropriate action when we receive it back.

23. I have received an incorrect order.

We apologise if you have received an incorrect item and unfortunately, on rare occasions, human errors like this can happen. Please contact us on 02476 501002 with the details of the item and indicate if you would like a refund or a replacement.

24.  I have received a faulty item.

We are very sorry if you have received a faulty product. Please contact our Customer Service team for further assistance on 02476 501002

25. How do I Return an Item for an Exchange or Refund?

In addition to your statutory rights, we will offer a refund or exchange on any of our items returned unworn and in their original condition with the original box/guarantees
Full policy procedures are as follows,
Items Returned within 28 days = Exchange or Refund.
For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. A £6.00 charge will be deducted from your refund or exchange to cover our outward postage and packing for every item returned. For reasons of hygiene Earrings cannot be returned for any reasons unless proven faulty when purchased.

To return your item, we please ask you to download our returns form(.pdf) file and fill in the relevant boxes, also containing your original order ID and a copy of, or your original invoice with a reason for returning your item. You are responsible for the costs of returning the goods and we strongly recommend you return your parcel via Royal Mail Recorded Delivery (around £3) and keep your tracking number for proof of postage. We will not accept responsibility for goods that are lost in transit.

For any queries regarding your returns please e-mail us on info@edmondsjewellers.co.uk

26. When will I receive my refund?

Once we have received your parcel back, please allow up to 10 working days for us to deal with your return and take the appropriate action, whether it be an exchange or refund.

27. I am having trouble placing my order.

There are times when the Internet browsers and servers can get interrupted which can cause delays when placing an order. If this happens, please close the browser and try again. If the problem still occurs contact our experienced Customer Service team on 02476501002 and we can assist you as best we can and also we can place the order for you.

28. What Shipping Company do you use?

All of our orders are dispatched and delivered to you through The Royal Mail.

29. I haven’t received my order.                  

Once you have gone through the Track and Trace procedure (accessed via your account) and the order has not been delivered in the time specified, we can only replace or refund the order after 21 Working days, and after the post office is happy to clarify that the parcel is lost. Alternatively we will send a replacement out immediately at the same cost and your original purchase costs will be refunded after 14 days, this way you will receive your order, as long as we hold current stock of what you have ordered.

30 Do you offer an Engraving Service?

Yes we do offer a bespoke engraving service for all of our customers, as long as the products the customer is purchasing are engraveable. For full details on Engraving please visit the Engraving section of our website, or alternatively visit the 'How to buy guide' section, where it explains our engraving procedure.

31 What Does 17 Jewel Movement Mean?

Watches which are higher in specification traditionally use 17 Jewel Movements. This means that jewels (they were originally natural ruby, they are now synthetic ruby) are actually used in the movements themselves. They are functional jewels, which are used as the bearings for the wheel trains and in parts which wear highly such as the impulse jewel and also the escape lever.

Before 1970 the typical jewels were either 5 or 7, but that has now been taken over by the quartz movement, however most hand driven manual wind up watches have a standard of 17 jewels in the movements.

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Contact


Tel: 02476 501 002
Mon - Fri 9am - 5pm


Edmonds
141 Daventry Road
Cheylesmore
Coventry.
CV3 5HD. UK.


Vat No. 418 866 025

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