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    Orders, Delivery & Returns

    Orders

    Delivery

    Returns

     

    Orders

    How do I make an order online?

    We try to make ordering from us as easy as possible. To order online you need to:

    1. View the item you wish to order
    2. Add the item to your ‘Basket’
    3. Once you have finished shopping, proceed to the ‘Checkout’
    4. Follow the onscreen instructions to complete your order

     

    How do I pay for my order?

    All transactions are processed in Pounds Sterling. You can pay for your order three ways:

    Credit or debit card

    We accept Visa, Mastercard, Maestro, Cirrus and Solo. We use trusted payment operator SagePay for all card payments. SagePay are a secure, trustworthy company used for millions of secure payments each month for over 50,000 businesses.

    PayPal

    17 million business worldwide use PayPal as a fast and convenient way to pay.

    Novuna Personal Finance

    We offer a range of finance options through our partner Novuna Personal Finance. Please see our Finance page for more information.

     

    How long after I place my order will it be dispatched?

    Orders placed before 12pm Monday to Friday with Royal Mail Express Delivery will be dispatched the same day and delivered the next working day.

    All other orders are processed and dispatched the next working day. Our hours of operation are 9am-5pm Monday to Friday, please take this into account for delivery times.

    Our Engagement Rings can take up to 3-5 weeks to be dispatched depending on the style, and our Wedding Rings take up to 2 weeks to be dispatched as they are made to order. Please get in touch with us at info@hughrice.co.uk or call us on 0800 012 9677 if you require faster dispatch and we will endeavour to help.

    Exceptional circumstances and other special orders are expected to take around 2-6 weeks.

    During sale, busy periods and Bank Holidays, we may require extra processing time and we will keep you informed of any delays.

    Please see ‘Delivery’ below for more information. 

     

    Can I make a purchase by telephone?

    We advise shopping online for your security and ours, however if you would prefer to order by telephone, we are happy to help. To order by telephone we ask that you:

    1. Browse the site and note the reference numbers of the products you wish to order
    2. Read the Terms and Conditions of sale by clicking on the link at the bottom of any page of the website or here…
    3. Have your payment card ready
    4. Call our Customer Service team on 0800 012 9677
    5. We will ask for your details before we accept and process your order

    Please note, telephone orders can only be delivered to the bill payers address and must be below £100.

    Due to a high volume of sales and the need to check stock availability we may need to make notes of your contact details and give you a call back at the next possible availability. This is normally within the hour.

     

    Is VAT included?

    The price of each Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being.  However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the amount of VAT that you pay to the revised amount unless you have already paid for the relevant Products in full before the change in VAT takes effect.

    You are responsible for the disclosure and payment of any import duties or other taxes which apply in the country to which the products are delivered.

     

     

    Delivery

    What are my delivery options?

    We offer three delivery options; two choices for home delivery, or you can collect from a store:

    Royal Mail Tracked Delivery (1-3 working days)

    Orders under £200            FREE

    Tracked in 5 locations. Does not require a signature. 97% guaranteed to arrive within 24 hours.

     

    Royal Mail Express Delivery (1-2 working days)

    Orders under £200            £5.95

    Orders over £200              FREE

    Guaranteed to be delivered before 1pm*. Requires a signature.

     

    How long will delivery take?

    The delivery times for each service are:

    Royal Mail Tracked Delivery         1-3 working days

    Royal Mail Express Delivery         1-2 working days

    Please see ‘Orders’ above for more information on dispatch times. 

     

    Can I leave instructions for the delivery?

    Unfortunately, we are unable to follow special instructions for delivery. If you need to speak to us regarding an order please email us at info@hughrice.co.uk or call us on 0800 012 9677.

     

    How do I track my order?

    We aim to keep you informed on the progress of your order every step of the way. Once your order has been placed you will receive a confirmation via emails. You will then receive a confirmation of dispatch via email once our dispatch team has posted your order.

    You will also receive an email or text from the Royal Mail to confirm they have received your order for delivery. They will provide a tracking number which can be used to track your order here https://www.royalmail.com/track-your-item.

     

    I live outside the UK can I purchase a gift for a friend or relative in the UK?

    Yes, we ship to all UK address and orders can be placed from most countries outside the UK providing the delivery address is within the UK. Unfortunately, we are unable to deliver to any addresses outside of the UK.

     

    Can I have my order delivered to a different address than my own?

    You will be provided with the opportunity to enter a different shipping address during the checkout process. Orders can be delivered to addresses other than the bill payers at our discretion.

    Please note, if you have chosen to Pay by Finance, your order must be delivered to the billing address for your security and ours.

     

    Can I have my order gift wrapped?

    We are delighted to offer a complimentary gift-wrapping service. Simply choose the gift wrap option when placing your order for a beautifully-wrapped gift. You also have the option to write a gift tag message, which we will write by hand for a personal touch. A blank gift tag will be provided if you do not request a message.

    Please note we are unable to gift wrap all items, it will be shown on the product page if an item is eligible for gift wrapping.

     

    Will my order be sent with official brand packaging?

    We are an authorised retailer for every brand we stock. When available, we will dispatch your order with all packaging provided to us by the brand.

     

    Returns

    Can I return my order?

    In the unlikely event that you are not delighted with your purchase from us then please return it within 30 days of its receipt either in store or online. Please ensure it is unworn and in its original packaging*, and we will provide a full refund or exchange (this excludes Gi­ft Cards, personalised and bespoke items unless they are faulty).

    All refunds will be processed using the same method of payment as your purchase.

    Please note that we cannot offer an exchange or refund for any faults that are caused by misuse, accidental damage or improper care of the product.

    Unfortunately, we cannot accept returns on earrings and cleaning products due to hygiene reasons unless they are faulty.

    Please also note our smartwatch and activity tracker range are sold in sealed packaging; once the seal is broken your watch or tracker is no longer eligible for a refund unless faulty.

    For any promotional offers, please refer to their specific terms and conditions.

    This does not affect your statutory rights.

    For full Returns Terms & Conditions click here.

    *Items must be returned in the same packaging, and must be packaged exaclty as received; watches must be placed on the box cushion, and jewellery must be secured to the packaging if applicable. We cannot accept returns that are not packaged properly.

     

    How do I return my order?

    To return an order, please follow these instructions:
    1. Fill out the returns slip provided with your order, stating whether you would like a refund or exchange (for exchanges, please state what you would like to exchange for), and provide a reason. If you no longer have this, the details on a piece of paper will be suitable however please include your name and order number.)
    2. Place the item and returns form in suitable packaging, the original packaging can be used if in good condition.
    3. Apply the pre-paid postage label included with your order to the parcel. If needed, a new label can be created at www.royalmail.com/track-my-return/create/455, with the option to print at home or at your local Post Office with Labels to Go. 
    4. Please make a note of the tracking number on the label, as we can use this to track your return.
    5. Take the parcel to your local Post Office to be posted or alternatively you can arrange a collection with the Royal Mail for your parcel to be collected from your home. If you are using the prepaid label you will need to click HERE to arrange your collection. Alternatively if you are creating a new label you will be given the option at the point of creation. 
     
    We will then be in touch once the order has been received.

    To contact us please call 0800 012 9677 or email info@hughrice.co.uk

    Our customer service team are available Monday - Friday 09:00 - 17:00

    Once we receive your return, your request will be processed by our distribution department. Please allow up to 5 working days for your return to be processed.

     

    How do I return an item for repair?

    If an item purchased from us requires a repair, please return it to us following the guidance above ‘How do I return my order?’, including a note of any fault instead of the returns slip.

    Please be aware repair times can vary depending on the manufacturer, nature of fault, and warranty coverage, therefore it is often useful to get in touch with us prior to returning the item so we can provide additional advice.

    Additionally, an item purchased online can be returned to any of stores for repair.


    RCPO Returns

    HOW TO RETURN YOUR ROLEX CERTIFIED PRE-OWNED WATCH

    To make a return, please contact us on 0800 012 9677 or e-mail us at info@hughrice.co.uk and inform us that you are intending to return an item. We ask that you do this for added security. It also ensures that we can process your refund or exchange as quickly as possible.

    All goods returned for exchange or refund must be fully insured by you, at your own expense. A member of the team will be able to inform you of the address to return your item.

    When packing your return, please include a covering letter with your preferred contact details and instructions on how you would like us to proceed. 

    We aim to process your refund or exchange as quickly as possible within receipt of the returned goods, please note we need to allow time for our certified Rolex service centre to test all watches that are returned to us, ensuring their authenticity. Refunds will be issued once this process has been completed.