Question 1

Delivery Charges & Timescales

Accepted Answer

Click and collect is FREE on all orders. Orders can be collected from our Alloway Street shop during normal opening hours. Orders are usually available to collect next working day. If your order is urgent, please contact us and we'll do our best to arrange same-day collection.

Standard delivery is FREE on orders over £100. If your order is under £100, standard delivery costs £5.00. Standard delivery is by Royal Mail Tracked 48 and usually arrives within two working days of dispatch. A signature is required on delivery.

Express delivery is FREE on orders over £250. If your order is under £250, express delivery costs £8. Express delivery is by Royal Mail Tracked 24 and usually arrives within one working day of dispatch. A signature is required on delivery.

Orders are usually dispatched same or next working day, depending on when place your order and how busy we are in-store. If you need your order to be dispatched same day, please contact us before placing your order so we can let you know if this is possible.

If you need delivery on a certain date, please get in touch before placing your order. While we will do our best to meet this date, delivery delays are outside of our control.

Delivery timescales relate to in-stock items only.  We can only deliver to customers within the UK and Northern Ireland.  All  orders are dispatched using Royal Mail trackable services and are insured by us whilst in transit. Once the item is confirmed as delivered, it is no longer covered by our insurance. For this reason, please do not request delivery to a 'Safe Place', in case your parcel is damaged or stolen after delivery. Please do not accept delivery of parcels showing signs of damage or tampering.

We know there is nothing more frustrating than receiving a faulty or damaged item! Every order is personally packed by Hayley, and she carefully examines each item to ensure it leaves us in perfect condition (especially earrings and other non-returnable items). If you believe an item has been damaged in transit, please notify us immediately and no later than 24 hours after delivery. Unfortunately we are unable to accept claims made after this time.

Question 2

Returns - Online Orders

Accepted Answer

We want you to be happy with your purchase. If you change your mind, you have 14 days to request a refund or exchange for your order.

To arrange a return, please email sales@loganthejewellers.co.uk within 14 days of delivery. Alternatively, you can call us on 01292 263353. Please do not return items without notifying us first.

If you return your whole order for a refund, we will also refund any standard delivery charges paid. Express delivery surcharges are non-refundable. If you make a partial return or request an exchange, the original postage will not be refunded. However exchanges will be delivered free of charge.

The following items cannot be returned:

Earrings for pierced ears*
Made-to-order items
Special-order items
Custom and bespoke jewellery
Loose diamonds, gemstones and pearls
Items that have been personalised
Items that have been altered or resized
Items that have been worn or damaged
Cleaning products that have been opened
Items sold as seconds or ex-display
Items sold on clearance (20% discount or more)

*Although earrings are excluded from our 14-day returns policy for hygiene reasons, our Click & Collect service allows you to view the earrings in-store when you arrive to collect them. If the earrings are not suitable upon viewing, we will allow you to cancel your order for a full refund. Please note we do not allow earrings to be tried on or taken off the premises.

In addition to the exclusions above, specific terms apply to watches and jewellery:

Watches must be returned with their original boxes, certificates and accessories in resaleable condition. These cannot be replaced, therefore are considered an integral part of the item. Your return will be rejected if they are missing or damaged.

Jewellery containing certified stones must be accompanied by the original grading certificate in resaleable condition. Replacing a certificate is a difficult and costly process, often requiring the stone to be re-graded. Certificates are therefore considered an integral part of the item and your return will be rejected if they are missing or damaged.

Jewellery and gift items must be returned with their original presentation packaging, which must be in resaleable condition. If cleaning products or accessories have been provided, these must also be returned. If these items are missing or damaged, we reserve the right to deduct the cost of replacements from your refund.

Items must be returned within 14 days of your request to cancel. Your refund will be made to the original payment method. If you purchased the item on finance with PayItMonthly, we will contact them on your behalf to cancel the agreement.

You are responsible for return postage costs. The item remains your property until it reaches us in resaleable condition. Refunds will not be issued for items damaged or lost in transit. We therefore recommend that your return is sent by trackable delivery and insured for its full value. Alternatively, you can return the item in person to our Alloway Street shop.

The above returns policy does not affect your statutory rights to return an item under the terms of the Consumer Rights Act. This states that an item should be of satisfactory quality, as described, fit for purpose and last a reasonable length of time. If not, you could be entitled to a refund, discount, exchange or repair. We believe all customers should be informed about their consumer rights! Click here to learn more from Consumer Rights Scotland and Money Saving Expert.

Question 3

Returns - Store Purchases

Accepted Answer

Items purchased in-store are eligible for an exchange or gift card only.

We do not offer cash refunds. The unwanted purchase can be exchanged for a different item or we can issue a gift card for the full purchase price. Our gift cards are valid for two years and can be used towards any product or service.

Items should be returned within 7 days of purchase. If you are buying a gift for an occasion that is taking place at a later date, please let us know before purchasing. We can usually extend the return period until after the occasion has taken place (within reason!).

Items must be accompanied by the receipt and returned in the condition sold. We cannot accept returns for items that have been worn, used, damaged or are otherwise not in resaleable condition.

The following items cannot be returned:

Earrings for pierced ears
Made-to-order items
Special-order items
Custom and bespoke jewellery
Loose diamonds, gemstones and pearls
Items that have been personalised
Items that have been altered or resized
Items that have been worn or damaged
Cleaning products that have been opened
Items sold as seconds or ex-display
Items sold on clearance (20% discount or more)

In addition to the exclusions above, specific terms apply to watches and jewellery:

Watches must be returned with their original boxes, certificates and accessories in resaleable condition. These cannot be replaced, therefore are considered an integral part of the item. Your return will be rejected if they are missing or damaged.

Jewellery containing certified stones must be accompanied by the original grading certificate in resaleable condition. Replacing a certificate is a difficult and costly process, often requiring the stone to be re-graded. Certificates are therefore considered an integral part of the item and your return will be rejected if they are missing or damaged.

Jewellery and gift items must be returned with their original presentation packaging, which must be in resaleable condition. If cleaning products or accessories have been provided, these must also be returned. If these items are missing or damaged, we reserve the right to deduct the cost of replacements from your refund.

The above returns policy does not affect your statutory rights to return an item under the terms of the Consumer Rights Act. This states that an item should be of satisfactory quality, as described, fit for purpose and last a reasonable length of time. If not, you could be entitled to a refund, discount, exchange or repair. We believe all customers should be informed about their consumer rights! Click here to learn more from Consumer Rights Scotland and Money Saving Expert.

Question 4

Returns - Faulty Items

Accepted Answer

We are confident in the quality of all the products we sell, and we know there is nothing more frustrating than receiving a faulty item! Every order is personally packed by Hayley, and she carefully examines each item to ensure it leaves us in perfect condition (especially earrings and other non-returnable items).

If your item develops a fault after delivery and this is found to be caused by a manufacturing issue, we'll do our best to put it right.

Simply pop into the shop with the faulty item, or email sales@loganthejewellers.co.uk with details of the issue, photos of the item and your receipt. If you've lost your receipt, don't panic! We record all purchases on our system. Just let us know the approximate date of purchase and which payment method you used, and we can track it down.

Please note that while we are happy to remedy manufacturing faults, we can't accept claims for faults that were caused by accidental damage, mistreatment or failure to care for the item appropriately.

To maintain your warranty, please return your item to us for any work required. Your jewellery warranty will be voided by the item being resized, repaired or refinished elsewhere (including polishing and/or re-plating). Your watch warranty will be voided by the case being opened elsewhere (including battery replacement).

No matter how well jewellery is made, it is still very fragile and easily damaged. Precious metals are easily scratched, bent or dented, gemstones can scratch, chip or crack if dropped or knocked (yes, even diamonds!), and attachments such as charms and catches will not withstand being pulled with force. Watches have complex mechanisms and glass faces, which are easily broken if the watch is dropped or knocked against a hard surface.

We can’t stress this enough: the moment your purchase leaves our premises, it becomes your responsibility, so please treat it carefully! We recommend that you insure your purchase immediately against any mishaps, preferably with a specialist jewellery insurer. We can arrange TH March Jewellery & Watch Insurance in-store, so you are covered from the moment you walk out the door. Please ask for details and prices.

If you do damage your item, please be honest with us! We’ll do our best to repair it at a reasonable cost or help you with your insurance claim. However if we suspect a ‘manufacturing fault’  was actually caused by you damaging or mistreating the item and you claim otherwise, it is our policy to submit the item for an independent inspection and refer your claim to Trading Standards for the protection of both parties. If the inspection finds in our favour, we reserve the right to recover costs.

We believe it's important for customers to know their legal rights. The Consumer Rights Act provides legal protection for up to five years, depending on the type of item purchased and the amount it costs. This is often referred to as your 'statutory rights'. Visit Consumer Advice Scotland and Money Saving Expert to learn more.

Delivery & Returns

Delivery Charges & Timescales

Returns - Online Orders

Returns - Store Purchases

Returns - Faulty Items