Frequently Asked Questions


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 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.


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 and stating the item name and your location.

Can I request delivery to my workplace?

If you have paid by either debit,  credit card or with finance, we regret that your items can be delivered to your home address only. However those who use other payment methods such as bank transfer 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 orders to UK locations using Royal Mail Insured and Registered Delivery. For international orders we can arrange to have them sent by specialist carriers.

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 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.


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.


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 for more information.


Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Banks Lyon and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Banks Lyon run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Banks Lyon have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Banks Lyon from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Banks Lyon. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at

What happens to my statement, when I've returned the goods?

Once Banks Lyon has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Banks Lyon to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.