FAQ

Contact Us

How can I contact Customer Care?

Customer care is open Monday to Saturday, 8am to 6pm. Either call: +44 (0) 1225 478961 or email: info@jamessamson.co.uk.

Who should I contact for help with repairs?

Currently, we do not have a repair centre. However, we would be delighted to assist you with any repair request.

For Jewellery and Watches, we recommend AtoZ Watch Repair, who are UK distributors for brands, such as WENCIA and Maserati. To submit a repair request, simply fill out their online form [photos can be attached]. They will then assess what repairs are needed and will provide you with a quote.

How do I care for Jewellery?

A good starting point is our jargon free, easy to follow care guide which you can view or download a PDF - Jewellery Care Guide.

Why don’t you stock X or Y?

Our aim is to stock a wide range of products from a number of brands, with new product being added weekly. If you have a specific product in mind from one of the brands we stock but cannot find it in our shop, please contact us.

Will you stock my brand?

If you have a brand and/or products which fits into our core market, then of course, we would like to enter into a discussion about the potential of stocking your items. Please read our Supply Us guidelines first.


Shopping on jamessamson.co.uk

How do I search for a product?

Finding what you need couldn't be easier. Simply enter the product or brand name into the search function at the top of each page.

I've seen an item but it's no longer available. How can I find it?

Try using the search function at the top of each page, if you still can’t find an item, then it likely that the product is no longer in stock. If you’re still having trouble locating the item, please contact us.

Do I need to register with jamessamson.co.uk in order to place an order?

No, you do not need to register to make a purchase. However, there are many benefits of having an account, including faster checkout and weekly emails with updates, offers and promotions.

How can I register with jamessamson.co.uk?

To register an account, please select the 'Register / Log In' option on the top page. Next, fill it the form. You should receive an email to confirm your account.

How do I login / sign out to my jamessamson.co.uk account?

If you wish to log in to your account select the 'Register / Log In' option at the top of the page and enter your username and password when prompted. To sign out of your account, please select the 'logout' option at the top of the page.

How can I change my personal details?

Simply log in to your jamessamson.co.uk account. Select the 'My Account' option at the top of the page, on the 'My Account' page. All stored details located here can be changed by clicking the ‘edit’ label.

What should I do if I have forgotten my password?

You can request a new password by clicking on ‘Forgot Your Password?‘ on the login page. You can also change your password in the 'My Account' page.

If you can't remember which email address you registered with or still have problems signing in to your account, then please contact our Customer Care Team.

Can you take me off your mailing list?

If you wish to unsubscribe from our mailing list either contact us or use the unsubscribe option in the footer of each email. Or, should you have a customer account you select to unsubscribe/subscribe from our mailing list from the 'My Account' page.


Stock Guidance

Stock information Guidelines

'In Stock'

This means that item is in stock and ready to be picked and packed!

95% of orders placed before 3pm are shipped the same day and you will be emailed a tracking code as soon as the parcel leaves us.

'Available on backorder'

This means the item is not in stock but you can still order the item and receive it within 10-15 working days.

In the majority of cases, the item is only temporally out of stock as we are in the process of restocking.

If you are concerned about ordering an item which is only available on backorder, then please contact us before placing your order.

Item no longer available

If you have bookmarked a product or remember seeing an item you would like but can’t find the item on a later date, then we have either discontinued the product or we are having a problem securing stock.


Payment Methods

What payment methods can I use?

The following payment methods are accepted: American Express, Visa, Visa Debit/Delta and MasterCard via PayPal.

Bank transfers are accepted but customers must call the office to confirm this.

Unfortunately, we are unable to accept payment by cash or cheque.

All prices on jamessamson.co.uk are in pounds sterling (£) and include VAT where applicable.


Orders

How do I know if my order has been received?

After placing an order with jamessamson.co.uk you will be sent an email to acknowledge that we have received your order.

How do I track my order?

You are able to track your package online by clicking the link shown in the dispatch confirmation email. Alternatively, if you have an account, log-in and select 'View Order'.

How do I cancel/change an order?

If you wish to cancel your order, please contact us instantly. It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately.

Alternatively, you may cancel your order by returning the goods within 14 days of receipt. Please follow the instructions on the Returns Form (on the back of the invoice).

Please note that your right to return goods does not apply to certain products.

In order to change the details of your order, you must notify us within 30 minutes of your order being placed. Please have the order number and order date, to hand.


Delivery

Delivery options and destinations

James Samson offers a range of delivery options to suit your needs. All deliveries require a signature.

Delivery Service Availability Area Charges Delivered
Standard 24/7 Mainland UK FREE 3-5 working days
48 Hour Monday to Friday on all orders placed before 3pm
(Orders placed after this time will be dispatched within two working days).
Mainland UK £4.50 2-3 working days
Next Day Monday to Friday on all orders placed before 3pm
(Orders placed after this time will be dispatched within two working days).
Mainland UK £7.00 1 working day
Standard International 24/7 Global £15.00 10-15 working days

Should you wish to order from us and do not see your country listed at checkout, please email us for a postage quote.

Can I change the delivery address?

Unfortunately we are unable to amend delivery details once your order has been placed. It is therefore very important that you check all the order details are correct before completing your transaction.

What happens if I am not in when the parcel arrives?

If the courier is unable to deliver your package, then a calling card will be left and your parcel will be returned to the nearest depot.

Do you telephone the recipient prior to delivery?

We do not normally ring our customers before a package is delivered. However, we notify customers via email that their goods have been dispatched and if applicable, supply a tracking reference.


Returns

What is the jamessamson.co.uk returns policy?

Unwanted goods may be returned for a refund, within 14 days from receipt of items. Please follow the instructions on the Returns Form (located on the back of your invoice).

The following items may not be returned:
- personalised items or goods which have been made to a customer's specification;
- Earrings unless faulty.

Please ensure you return you return the goods to us in their original packaging as the goods are second hand without the packaging and we may not therefore be able to exchange them voluntarily.

How do I return something for an exchange or refund?

Simply complete the Returns Form (located on the back of your invoice) and either wait for our appointed courier to collect it or post it from your local Post Office. Please retain your receipt from the Post Office as this is your proof of posting.

How long does a return take?

We aim to process your returned parcel within 48 hours upon receipt. Although we may process your refund within 48 hours, the amount may not appear on your credit card or bank statement for 5 to 7 working days, depending on how quickly your credit card company or bank do this for you.

Can I arrange a collection?

As a mail order business, we do not allow customers to collect items.

Can I return Sale goods?

Sale items may be returned subject to the normal returns policy. Please refer to our terms and conditions.

My order is incomplete or items are damaged, what should I do?

In the unlikely event of this being the case, please email as soon as possible, stating your order number and Phone number. When we have these details, a member of the team will contact you promptly.


Secure Shopping

How do I know your website is secure?

Ensuring jamessamson.co.uk is as secure as possible is of the utmost importance to us.

Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot guarantee the security of the information you provide over the internet and as such we cannot be held responsible for it.

Please note that email correspondence is free-format text and cannot be encrypted; therefore it is not a secure means of communication. We will never contact you by email to ask you to send or confirm any of your personal details. If we need any information of this nature we will only contact you by telephone.

Never send any sensitive information, such as passwords or credit card information, via email. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

For more information please visit www.shopsafeonline.org.uk

Will you pass my information on to other companies?

Your personal details will only be used by James Samson and our carefully selected third party partners to ensure we deliver an excellent service to you, to process and deliver your order and maintain your account with us. We do not sell or pass your details on for any other purpose.