Delivery & Returns

UK delivery of your order

As soon as we receive your order, it will be processed and, if stock is available will be dispatched within 3 working days. Where products have a longer delivery period a member of our team will contact you personally and arrange a convenient time for the delivery of your order. If any of our products are temporarily out of stock, this will be made clear on the website. You will be unable to order these until shown as back in stock.

Overseas customers

Here at Francis Wain jewellers we pride ourselves on the high level of customer service we offer to customers. Because of this we ask that customers living outside of the United Kingdom contact our customer service team if they wish to make a purchase from our website so that we are able to deal with your enquiry and delivery of your purchase as efficiently as possible.

Contact on for further details

Alternative delivery address

We will need you, or someone on your behalf to sign for your goods. If someone without authority signs for the purchase Francis Wain Jewellers will not be held responsible. If no one is available at your contact address during normal working hours to sign for your delivery, an alternative address would be helpful where goods can be signed for. This applies to goods delivered by courier. Likewise, if the goods are intended as a gift, you may wish to have them delivered to the recipient and the receipt to your own address.

Gift wrapping and message cards

If required, we are glad to offer a luxury gift wrapping service. This involves hand wrapping gifts in our luxury cream wrapping paper with Blue Ribbon and tag before placing in the usual standard box.

Tracking your order after dispatch

This can only be done if your delivery is via Royal Mail Special delivery and a consignment number has been provided. To do so simply sign in to your account information, click on 'track recent order'. If a consignment number appears against an item(s) in your order simply click on the number and you will be directed to the Royal Mail website where you can see the delivery status of your order.

Lost packages

Loss of packages can occur albeit rarely even when sent via Royal Mail Special delivery. In such an event, please allow 10 days from dispatch date for the package to arrive. However, please be aware that an insurance claim cannot be made unless we are informed of non-delivery within 30 days, nor can a claim be made for any loss against Francis Wain Jewellers Ltd.

Late delivery

Should we be unable to deliver your goods within our quoted timescale you are within your rights to cancel your order without penalty, Should you choose to do so we will refund the amount you paid for the goods. You are under a duty to take reasonable care of the goods being returned which must also be unused. If you wish to cancel an order please contact our Customer Service Team

Cancellation of orders

It is your right, under Consumer Protection Regulations, to cancel your order with us within 7 days However, if you have cancelled the order after the goods have been dispatched to you or if they are being delivered by a special service not provided by us, the delivery charge will not be refunded

Your Guarantee of Satisfaction

The following terms apply to internet purchases only.

If the Goods we deliver are not what you ordered, you are unhappy with your purchase or it is damaged or defective, we will have no liability to you unless you notify us of the problem within 14 working days. It in no way affects your statutory rights.

We are sure you will be delighted with your purchase but we do appreciate that for whatever reason, this may not be the case every time. This being so, we will gladly offer you an exchange or a refund providing you return the item to us within 30 days of purchase with the original receipt and relevant documentation, in its original condition and packaging

We recommend you use Royal Mail Special Delivery to ensure proof of delivery and insurance of the goods whilst in transit.