Frequently Asked Questions

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 10 20 or at [email protected] 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.

Pay monthly Finance

What is Pay Monthly Finance?

Pay Monthly Finance allows you to spread the cost of your purchase over a set period with convenient monthly instalments. With our 0% Finance option, you pay no added interest—making luxury more accessible.

Our finance is provided by V12 Retail Finance.

Who are V12 Retail Finance?

V12 Retail Finance are a lender authorised and regulated by the Finance Conduct Authority. V12 Retail Finance is a trading name of Secure Trust Bank PLC, established in 1952.

Full information on V12 retail finance can be found in the following link: https://www.v12retailfinance.com/about-us

What Finance Term Durations do you offer?

With V12 Retail Finance, we offer interest free credit and interest bearing credit at an attractive rate of 9.9% APR Representative.

Interest Free Credit - Up to 5 years 0% APR

Spread the cost between 6 – 60 months, depending on the price of your item.

For each term available, you can choose your deposit (minimum 10% for 6 - 48 month terms or 15% for 60 month terms).

Interest Bearing Credit – Up to 5 years 9.9% APR Representative

There are certain products where interest free credit may be limited to shorter terms. Where this is the case, we are pleased to be able to offer you up to 5 years 9.9% APR Representative credit with V12 Retail Finance.

Who is eligible for Pay Monthly Finance?

To apply for finance, you must:

Be at least 18 years old.
Reside permanently in the UK.
Have a valid UK bank account for direct debit.
Have a good credit history (no recent bankruptcies, CCJs, or defaults).

What products can I purchase with Pay Monthly Finance?

0% Finance terms are available on all new watches, Jewellery & Diamond Rings above £500. Other finance options available for second hand goods and sale items.

Some selected products may only be available with reduced 0% Finance term durations.

Eligibility may vary based on the item and total purchase price.

How do I apply for Pay Monthly Finance online?

Applying is easy:

Select your product and proceed to checkout.
Choose the "Pay Monthly Finance" option at checkout.
Complete the finance application with our trusted provider V12.
Receive an instant decision

Deposits are payable only after your applicated is accepted.

Is there a minimum or maximum order value for finance?

Yes, finance options are available for orders over £500 and up to £20,000. If your order does not meet these thresholds, finance will not be offered.

Are there any hidden fees or interest charges?

With our 0% Finance option, there are no interest charges. You pay only the total cost of the item spread across monthly payments.

With interest bearing finance, interest charges will apply and will be clearly stated in advance of your application.

No additional charges will ever be applied to the agreement once in place.

Can I pay off my finance agreement early?

Yes! You can settle your interest finance agreement early without penalty.

If your finance is interest free, V12 retail finance will happily assist you with additional payment if you contact them using the details in the following link: https://www.v12retailfinance.com/contact-us

You will not incur additional cost for early repayment, providing your finance is interest free.

What happens if my finance application is declined?

If your application is unsuccessful, you can still purchase the item outright or explore other payment options. Our team is here to assist with alternative solutions.

Why would my finance application be rejected or declined?

All decisions are made by V12 retail finance and reasons are not shared with us due to Data Protection law.

Common factors may be:

Credit Issues: Poor credit score, no credit history, or too many recent credit applications.
Affordability: Insufficient income or high existing debts.
Incorrect Information: Errors in your application or unverifiable details.
Employment: Irregular or unstable job status.
Residency: Not being a UK resident or lacking address history.
Eligibility: Being under 18 or not meeting legal requirements.

What Can I Do?

Check your credit report and improve your score.
Ensure all application details are accurate.
Contact the finance provider for feedback or explore alternative payment options.

If you wish to speak to V12 retail finance about their decision, we advise all customers to obtain an up-to-date copy of their credit report (through TransUnion, Equifax or Experian) before contacting the credit company. Customers can contact V12 by phone on 02920 468916 or by email to [email protected].

Can I return an item purchased on finance

Yes, our standard returns policy applies to items purchased on finance. If you return your item, your finance agreement may be adjusted or cancelled accordingly.

SHIPPING

ARE YOU ABLE TO OFFER INTERNATIONAL SHIPPING?

Yes, we are frequently sending products to countries all over the globe.

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 [email protected] 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.

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 stcok are fully compliant with the Kimberly Process and therefore 100% conflict free. Please see www.diamondfacts.org for more information.