Delivery

Currently, we only operate within the UK, including highlands and islands. All items purchased online £150 & above are sent using a secure courier service. Any items purchased below £150 will be sent using Royal Mail 2nd Class.

Delivery times are currently 5-7 working days.

For deliveries in time for Christmas, please order by 18th December. We can not guarantee items ordered after this date will come in time for Christmas.

Please note delivery time may be extended over public holidays and in extenuating circumstances.

Upon delivery, a signature by an individual over the age of 18 will be required. Should no one be available a card will be left with further instructions.

We aim to meet with any delivery date or agreed date, but please be aware that all dates quoted by us are given in good faith but occasionally deliveries can be affected by circumstances beyond our control. For whatever reason a delivery is delayed we will notify you.

Please be aware our Website shows ‘one off’ items which may also be on sale in one of our high street branches. While we aim to limit this situation from occurring, but in the unlikely event that an online purchase is completed at the same time as in branch, the item will be allocated to the customer that successfully completes payment. If this happens to be an in branch customer, any online payments taken will be refunded back to the account.

Standard Returns

Retail items can be exchanged or refunded up to 30 days after purchase, as long as you have a valid receipt.

Please be aware, our returns portal insures the item up to £50 only. If you wish to insure the item for more than £50, you will need to purchase your own label from Royal Mail and send the item and all paperwork and packaging received with the order to the below address:

H&T Online
PO Box 641
Rochester
Kent
ME1 9HB

Any other courier used may result in the item not being delivered to us which would delay your refund. No other address should be used, such as our head office address, as this is separate from our customer service team and again, will cause a delay in your refund.

If you do wish to return an online order to one of our 270+ stores, in person, this will have to be done on weekdays only, between the hours of 9:00 - 17:30 due to our office opening hours. Whereby the store will need to assess the item and approve the return before calling us for the refund to be processed.

Refunds will not be processed until we have received the item. Once we have the item and have assessed it, we will then process the refund and the money will be put back on to the credit/debit card that was used to place the order online.

We do not refund on items lost in transit. We are not liable for goods until they are in our possession.  It is important to keep your postage receipt so you can track your item whilst in transit.


We do not refund delivery fees on items sent or returned to us. If the item is being returned due to a fault, please state this on the reason for the return on the portal. In the event the portal suggests you have to pay to return the faulty item, please contact our customer service team on shop.online@handt.co.uk.

Items must be returned packaged securely with any additional packaging they were sent with to include presentation boxes, certificates, manuals and all other documentation.

If when we inspect the item, it is not in the condition it was sent out in or missing any parts, a refund will be void. If you are returning goods that have arrived faulty, you must take reasonable care of goods that are to be returned. We do not cover any accidental damage that may have been caused, including, and not limited to the opening up of our watches through a 3rd party company. If found that a 3rd party has opened a watch purchased through us, this voids any return or warranty provided with the watch.

Please be aware that we endeavour to process refunds promptly, however, it can take some payment institutions up to 10 working days to clear the funds back to your account.

For pierced items received in sealed bags, we can accept refunds within the usual 30 day period provided they are returned in their original, unopened packaging. If you are returning your pierced jewellery please ensure the plastic bag for your jewellery remains sealed. Please note: If the items have been removed from the sealed bag or if the bag has been tampered with or unsealed in any way, we cannot refund the item due to hygiene reasons. Please note: This policy is regarding purchasing Online Only & does not apply when buying new pierced items in one of our stores. New pierced jewellery purchased from our stores is non-refundable.

Gold Bars

For brand-new Gold Bars received in sealed cards, we can accept returns within the usual 30-day period, provided they are returned in their original, sealed cards. If you wish to return a new Gold bars, please ensure they remain sealed in their original unopened packaging. Please note: If the item has been unsealed or tampered with in any way, the item will be non-refundable.

Terms & conditions

  1. Pre-owned jewellery items are sold as seen. If you are unhappy with your purchase, please let us know.
  2. We cannot exchange or refund any pre-owned items without a receipt.
  3. It’s important that any unwanted item/s are returned in a re-saleable condition. Therefore you must have all the original packaging and labels, and that both are undamaged and unused.
  4. Please note that all pre-owned items are sold as seen. We cannot be held liable for the extent of previous wear and tear. However, should an item of jewellery break in the normal course of its use, we will be happy to try and arrange a quote for you for its repair.

We are unable to offer refunds or exchanges on the following items:

  • Products which have been personalised for you.
  • Products that have been made to order.

Please view our full terms and conditions here.