GENERAL QUESTIONS
How does this service work?
Select the service you need from our website, fill out the required details, and add it to your cart. Once you've placed your order, download the prepaid Royal Mail Special Delivery label, securely package your jewellery, and send it to us. Our expert jewellers will take care of the rest, and we'll return your piece via Royal Mail Special Delivery, fully insured.
How does the shipping process work to send in a repair?
After placing your order, download and print the Royal Mail Special Delivery label provided. Securely package your jewellery, attach the label, and drop it off at any Royal Mail location. Your item will be sent to us, fully insured.
How long will my jewellery repair take?
Most repairs are completed within 5-10 business days. For more complex repairs or custom work, we will provide an estimated timeframe once we've assessed your piece.
When will my order be shipped?
Orders are shipped once the repair or custom work is complete, usually within 5-10 business days. We'll provide a tracking number so you can follow the progress of your shipment.
Where do you ship?
We ship to all locations within the UK using Royal Mail Special Delivery, ensuring your items are fully insured and tracked.
Is it safe to ship valuable jewellery?
Yes, we use Royal Mail Special Delivery, which offers full insurance and tracking for your valuable items, ensuring they arrive safely.
Where is The Jewellery Mechanic located?
Our workshop is located at 12/14 Gabriel's Hill, Maidstone, Kent, ME15 6JG.
What happens if I don't know my metal and select 'Other' at checkout?
If you're unsure about the metal of your jewellery, select 'Other' at checkout and we'll identify it when we receive your item. We'll contact you if we need more information.
Is there someone I can speak with about my repair or any related concerns or questions?
Yes, you can contact us via email at jamesmarsh@blackwelljewellers.co.uk or call us during business hours for any questions or concerns.
How will I know when my repair is ready?
We will notify you via email when your repair is complete and provide a tracking number for the return shipment.
How can I be sure you're not swapping stones?
We take the utmost care with your jewellery and provide detailed documentation and images of your stones before and after the repair to ensure you receive the same stones back.
Can I get any scrap metal back?
Yes, if you request it, we can return any scrap metal from your repair.
Can you repair a watch under warranty?
We can repair watches, but warranty repairs should be handled by the manufacturer to avoid voiding the warranty.
Can you repair vintage watches?
Yes, our skilled jewellers can repair and restore vintage watches with care and precision.
Can you alter vintage watches?
Yes, we can make alterations to vintage watches, including resizing, cleaning, and restoring them to their original condition.
Can you replace my watch strap/band?
Yes, we offer watch strap and band replacement services for a variety of watch styles and brands.
What if the cost of my repair is more than what I originally placed my order for?
If the repair cost exceeds the original estimate, we will contact you with a revised quote for approval before proceeding with the work.
What if my jewellery is costume jewellery?
We can repair costume jewellery, but some limitations may apply depending on the materials and construction. Contact us to discuss your specific piece.
SHIPPING
What are my shipping method options?
We use Royal Mail Special Delivery for all shipments, ensuring your jewellery is fully insured and tracked.
What kind of packaging should I ship my item in?
Use a secure, padded envelope or box to protect your jewellery during transit. Make sure to include the prepaid Royal Mail Special Delivery label.
When will my order be shipped?
Orders are shipped once the repair is complete, typically within 7-10 business days. We will notify you and provide a tracking number.
Can I ship my piece to my work address?
Yes, you can use your work address for the return shipment. Just make sure to provide the correct address during checkout.
Can I ship to a P.O. box address?
We recommend using a physical address for Royal Mail Special Delivery to ensure safe and secure delivery.
What if I want to send my package without using your Royal Mail Special Delivery parcel?
If you prefer to use a different shipping method, please contact us to discuss your options.
Do you ship to all the UK?
Yes, we ship to all locations within the UK using Royal Mail Special Delivery.
Do I use the same label for two-way shipping to track my order?
No, the provided Royal Mail Special Delivery label is for sending your item to us. We will provide a separate tracking number for the return shipment.
REFUND POLICY
What is your return policy?
We offer a 30-day, hassle-free refund/redo policy. If you aren't totally satisfied with your repair, we'll redo the service at no charge within 30 days of receipt. Refunds will be credited to the original payment method. Please note that we do not refund the shipping fee; it will be used to return your item.
What happens if The Jewellery Mechanic can't perform the service I requested?
If we are unable to perform the requested service, we will contact you to discuss alternatives or provide a refund.
What happens if I get my item back and the finish is different?
If the finish on your item is different from what you expected, contact us immediately. We will work with you to correct the issue to your satisfaction.
What if I get my ring back and it's not the right size?
If your ring is not the correct size, please contact us within 30 days. We will resize it again at no additional charge.
How do I set up a return or exchange?
Contact us via email at jamesmarsh@blackwelljewellers.co.uk to initiate a return or exchange. We will provide instructions on how to proceed.
What happens if I'm not happy with the repair?
Your satisfaction is our top priority. If you're not happy with the repair, contact us within 30 days and we will redo the service at no additional charge.
What happens if the package is lost or damaged on the way to The Jewellery Mechanic?
If your package is lost or damaged on its way to us, Royal Mail Special Delivery insurance will cover the loss or damage. Please contact Royal Mail to initiate a claim.
What happens if the package is lost or damaged on the way back from The Jewellery Mechanic?
If your package is lost or damaged on its way back to you, it is fully insured under Royal Mail Special Delivery. Contact us immediately, and we will assist you in filing a claim with Royal Mail.