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FAQ

Orders

How can I place an order if I can't visit your store?

Either online or by phone. If you would like further information regarding price and availability, please do not hesitate to contact us on 01524 38 48 58 or at personalshopper@bankslyon.co.uk where one of our dedicated team will be able to advise you further. What forms of payment do you accept? We are able to process payment online or over the phone with most credit or debit card types. We also accept Paypal and offer flexible finance options.

If you intend to purchase your item in store, we are also happy to take cash.

* If you are making your payment from overseas, we can only take payment via balance transfer.

Do you offer credit?

Yes. We are happy to offer flexible finance options for UK customers on items worth between £500 and £20,000. Please see here for details.

Shipping

Are you able to offer international shipping?

Yes, we are frequently sending products to countries all over the globe. You should be aware that any orders placed outside of the EU are entitled to shop VAT free.

How much will shipping cost?

The price of shipping will be dependent on the size and cost of your item. A quote for a specific item can be obtained by emailing personalshopper@bankslyon.co.uk and stating the item name and your location.

Can I request delivery to my workplace?

If you have paid by either debit or credit card, we regret that your items can be delivered to your home address only. However those who use other payment methods can choose their delivery address.

Can I collect my item myself?

Any purchases made by credit or debit card online or by phone will need to be delivered to your home address however you may pick your item up in-store when you use any other payment method.

How do you send items?

We send the bulk of our items using Royal Mail Insured and Registered Delivery; however we can arrange to have them sent by specialist carriers if you prefer this method.

Will I be required to sign for it?

Yes, because we need to provide adequate insurance during the shipping process, we ship all of our items using Royal Mail Registered and Insured Delivery which will require a signature upon delivery.

What if I’m out when my order arrives?

If you are away from your home when your item is delivered, the postman will leave a notification informing you to get in touch with your nearest sorting office where you can collect your package or arrange another time for delivery.

Will I receive a receipt with my order?

Yes, We send receipts in the same package as all of our orders, we can also send a receipt by email if you prefer.

When will I receive my item?

Usually, if we have your item in stock you should receive it one working day subsequent to finalising your order. If your item is not in stock, then we will quote you an expected delivery time.

Watches

Are you an authorised dealer?

Yes. We are an officially recognised and authorised stockist of all the brands we list on our website, excluding some pre-owned products where stated.

Can you make adjustments to my new watch?

We are happy to carry out any alterations you require on any watch bought from us, whether new or second hand. We can also make adjustments to watches bought elsewhere for a reasonable price.

Will I get all associated documents?

Yes. All of our jewellery and watches are sourced straight from the manufacturer so you will receive all guarantees and - with your watches - a full International Manufacturer’s Warranty.

Other

Are your diamonds sourced ethically?

Yes, all of the diamonds that we stock are fully compliant with the Kimberly Process and therefore 100% conflict free. Please see www.diamondfacts.org for more information.