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.


SHOP AT FRASER HART

Our English, Scottish and Welsh stores are open and offering full service including Click & Collect: Bluewater, Bromley, Chelmsford, Colchester, One New Change, Maidstone, Cambridge, Norwich, Peterborough, Solihull, Worcester, Gateshead, Leeds, Edinburgh, Glasgow stores, Bristol Cribbs, Newbury, Plymouth, and Cardiff!

Our full range is available online for home delivery as well and our Customer Service Team will be delighted to assist you with your orders!

Shop in our stores with the assistance of our highly trained staff

Shop online with fast and convenient delivery to your door

Click & Collect operating in all Fraser Hart locations

Live chat online for any product queries or for online shopping assistance


HELP WITH CREDIT CARD PAYMENTS

If you are experiencing difficulties during checkout paying with your credit card, please try the options below:

Check that you are enabled for 3D Secure with your bank

Check that your billing name and address is correct and does not contain any special characters

Avoid using the ‘Tab’ button to change between fields – click on each field to enter your details

Use an alternative payment method such as Apple Pay.

If you are still experiencing difficulties, please contact our Customer Happiness Team through the contact options on the Contact Us page..


E-MAIL US

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


CALL US

Call us on 0808 549 7766, Monday to Friday 9:00am to 5.00pm (excluding public holidays).


OUR STORES

Call in to one of our 23 stores or telephone a store directly to speak to one of our highly trained jewellery and watch experts. Find a store.


IN-STORE APPOINTMENTS

You can visit any of our currently open stores without making an appointment.

We can only deliver to customers within the UK, Northern Ireland and British Forces Postal Office (BFPO).
All Fraser Hart orders are delivered using USP and will need to be signed for on receipt. Following dispatch by Fraser Hart, standard delivery orders are normally guaranteed for delivery within 2-3 working days. Orders placed after 1pm on Friday or anytime over the weekend will be delivered within 2-3 working days after dispatch by Fraser Hart. A signature is required on receipt. Find out more about delivery charges.
See our returns section for our returns policy and procedure.
Online orders can be returned to any Fraser Hart store or via post. See our returns section for our returns policy and procedure.
Yes, we offer a Click & 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 Click & Collect service.

If you have a specific Buy & Collect query, please call our Customer Service team on 0808 549 7766, Monday to Friday 9:00am to 5.00pm (excluding public holidays) or email us.

We are delighted to announce that our English, Scottish and Welsh stores have re-opened and are offering full service including Click & Collect: Bluewater, Bromley, Chelmsford, Colchester, One New Change, Maidstone, Cambridge, Norwich, Peterborough, Solihull, Worcester, Gateshead, Leeds, Edinburgh, Glasgow stores, Bristol Cribbs, Newbury, Plymouth, and Cardiff.
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.
We accept the following payment options:

American Express
Visa
Mastercard
Maestro
Apple Pay
Paypal
Interest Free Credit
GIFT VOUCHERS
  • Fraser Hart Gift Vouchers can be purchased on fraserhat.co.uk and in Fraser Hart UK stores.
  • Fraser Hart Gift Vouchers are redeemable in-store and online to pay or part-pay for goods or services from Fraser Hart stores within the United Kingdom up to the value held on the Gift Voucher.
  • Fraser Hart Gift Vouchers are not a cheque guarantee, credit or debit card. They may not be exchanged for cash or vouchers.
  • The balance on a Gift Voucher may be applied to multiple purchases until the balance is fully used. Transactions that exceed the remaining balance are prohibited and may be declined at the point of sale unless another form of payment is offered to make up the difference.
  • Multiple Gift Vouchers can be purchased in the same transaction.
  • The minimum amount required to purchase a Gift Voucher is £10 and the maximum is £5000 per Gift Voucher. You can check the balance of your Gift Voucher at any Fraser Hart store in the United Kingdom as well as online.
  • In the event of 5 years of consecutive non-use, the Gift Voucher will expire, and any outstanding balances will be eliminated.
  • Fraser Hart cannot be held liable for Gift Vouchers, once purchased, which are subsequently lost, stolen or damaged. Replacement Gift Vouchers and/or refunds will not be issued in such an event.
  • Fraser Hart reserves the right to amend these Terms and Conditions from time to time where it reasonably considers it necessary to do so (e.g., to change the scope of the Gift Voucher service, notify of the service's withdrawal or in the event of circumstances beyond its control). Reasonable notice of such changes will be given where possible.
  • Fraser Hart makes no warranties, express or implied, with respect to Gift Vouchers, including without limitation, any express or implied warranty of merchantability or fitness for particular purpose. In the event of a Gift Voucher non-function, Fraser Hart sole liability, shall be the replacement of such Gift Voucher.
  • If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition(s).
  • These Terms and Conditions are subject to UK law and the exclusive jurisdiction of the UK courts.

GIFT CARDS
  • Gift Cards are not a cheque guarantee, credit or charge card.
  • Gift Cards purchased with pounds are redeemable in full or part payment for merchandise from Fraser Hart stores and within the United Kingdom only. Gift Cards are not redeemable on fraserhart.co.uk.
  • Gift Cards may not be exchanged for cash and are non-refundable.
  • No change will be given but the balance may be applied to future purchases. Transactions that exceed the remaining Gift Card balance are prohibited and may be declined at the point of sale unless another form of payment is offered to make up the difference for the merchandise.
  • Gift Cards are valid for 5 years from the date the of issue. After 5 years, the Gift Card will expire and any balance remaining will be deducted.
  • The minimum amount required to purchase a Gift Card is £10 and the maximum is £5000 per Gift Card. You can check the Gift Card balance at any Fraser Hart store in United Kingdom.
  • Fraser Hart cannot be held liable for Gift Cards, once purchased, which are subsequently lost, stolen or damaged. Replacement Gift Cards and/or refunds will not be issued in such an event.
  • Fraser Hart reserves the right to amend these Terms and Conditions from time to time where it reasonably considers it necessary to do so (e.g. to change the scope of the Gift Cards service, notify of the service's withdrawal or in the event of circumstances beyond its control). Reasonable notice of such changes will be given where possible.
  • Fraser Hart makes no warranties, express or implied, with respect to Gift Cards including without limitation, any express or implied warranty of merchantability or fitness for particular purpose. In the event of a Gift Card non-function, Fraser Hart sole liability, shall be the replacement of such Gift Card.If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition(s).
  • These Terms and Conditions are subject to UK law and the exclusive jurisdiction of the UK courts.
    •
    Kindly note that we do not offer wrapping services for online orders. All items will include one gift bag.
    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.
    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.
    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.