Delivery & Returns

Currently, we only operate within the UK, including highlands and islands. All items purchased online £150 & above are sent via DPD or Royal Mail using a secure insured service. Any items purchased below £150 will be sent using Royal Mail 2nd Class.

Delivery times are currently 5-7 working days.

Please note delivery time may be extended over public holidays and in extenuating circumstances.Upon delivery, a signature by an individual over the age of 18 will be required. Should no one be available a card will be left with further instructions.We aim to meet with any delivery date or agreed date, but please be aware that all dates quoted by us are given in good faith but occasionally deliveries can be affected by circumstances beyond our control. For whatever reason a delivery is delayed we will notify you.Please be aware our Website shows ‘one off’ items which may also be on sale in one of our high street branches. While we aim to limit this situation from occurring, but in the unlikely event that an online purchase is completed at the same time as in branch, the item will be allocated to the customer that successfully completes payment. If this happens to be an in branch customer, any online payments taken will be refunded back to the account.

Retail items can be exchanged or refunded up to 30 days after purchase, as long as you have a valid receipt.

If you wish to return an item please use Royal Mail only. Please ensure the item is sent with all paperwork, reason for return and packaging received with the order to the below address:

H&T Online
PO Box 641
Rochester
Kent
ME1 9HB

Any other courier used may result in the item not being delivered to us which would delay your refund. No other address should be used, such as our head office address, as this is separate from our customer service team and again, will cause a delay in your refund.

If you do wish to return an online order to one of our 270+ stores, in person, this will have to be done on weekdays only, between the hours of 9:00 - 17:30 due to our office opening hours. Whereby the store will need to assess the item and approve the return before calling us for the refund to be processed.

Refunds will not be processed until we have received the item. Once we have the item and have assessed it, we will then process the refund and the money will be put back on to the credit/debit card that was used to place the order online.

We do not refund on items lost in transit. We are not liable for goods until they are in our possession.  It is important to keep your postage receipt so you can track your item whilst in transit.

We do not refund delivery fees on items sent or returned to us. If the item is being returned due to a fault, please contact our customer service team on shop.online@handt.co.uk.

Items must be returned packaged securely with any additional packaging they were sent with to include presentation boxes, certificates, manuals and all other documentation.

If when we inspect the item, it is not in the condition it was sent out in or missing any parts, a refund will be void. If you are returning goods that have arrived faulty, you must take reasonable care of goods that are to be returned. We do not cover any accidental damage that may have been caused, including, and not limited to the opening up of our watches through a 3rd party company. If found that a 3rd party has opened a watch purchased through us, this voids any return or warranty provided with the watch.

Please be aware that we endeavour to process refunds promptly, however, it can take some payment institutions up to 10 working days to clear the funds back to your account.

For pierced items received in sealed bags, we can accept refunds within the usual 30 day period provided they are returned in their original, unopened packaging. If you are returning your pierced jewellery please ensure the plastic bag for your jewellery remains sealed. Please note: If the items have been removed from the sealed bag or if the bag has been tampered with or unsealed in any way, we cannot refund the item due to hygiene reasons. Please note: This policy is regarding purchasing Online Only & does not apply when buying new pierced items in one of our stores. New pierced jewellery purchased from our stores is non-refundable.

By placing an order (‘Order’) through Our website You (the customer) acknowledge and agree to the following Terms and Conditions. The Terms and Conditions and the Order form the Agreement between us.  

You must be aged 18 or over to place an Order for bullion or coins.

If you do not wish to accept these Terms and Conditions, please do not place an Order.

1.  Orders

You may submit Orders for Goods by completing the relevant request using Our webpages located at handt.co.uk.

Harvey & Thompson Limited (We/Us/Our) agree to supply the Goods ordered subject to availability.

2.   The Goods

3.   We use a third party supplier, Baird & Co Limited (‘Baird’s) to fulfil your Order and therefore there may be occasions when the item you have ordered is not available from Baird’s.

Timing of Orders

We will use our best endeavours to process your order within 7 business days of receipt. Please note your Order will only be accepted upon receipt payment of cleared funds and until we receive such sums your Order will be pending.

We shall use our best endeavours to ensure that the Goods;

(a) correspond with their description on our website.

(b) are of satisfactory quality within the meaning of the Sale of Goods Act 1979 (as amended) and fit for such purpose as might reasonably be expected for an item of its type

(c) are free from defects and remains so for at least 30 business days after your receipt of them and

(d) comply with all applicable, statutory and regulatory requirements concerning such Goods.

3. Supply and Delivery

3.1 We have engaged Baird’s to deliver the Goods to you and it is a condition of this agreement that you permit Us to share your personal details sufficient to fulfil your order with Baird’s. Details of how we keep your personal data safe are included at section https://handt.co.uk/pages/privacy-policy  concerning Data Protection.

In most cases Baird’s will supply your Goods by post and in accordance with the method specified in the Order Form.

3.2   Unless otherwise stated, delivery will be made by Royal Mail Special Delivery, or another pre-selected provider if the Goods are below £2,500 in value. If the value of your order is above £2,500, it may be delivered by UPS or another provider of our choice.

3.3   Once you have been notified of a delivery, it is your responsibility to be available to accept deliver at the specified time.

3.4   We only accept liability for parcels that are lost or damaged whilst in the care of Royal Mail or other pre-selected provider. Once the provider confirms delivery, and the parcel is no longer in their care, our liability and that of Baird’s, will cease.

3.5   It is imperative that you ensure you provide accurate postal address details. Royal Mail or any other provider shall have no liability to pay any compensation if the reason a parcel could not be delivered successfully was due to it not containing a full and accurate name and address, including postcode.

3.6   We strongly recommend ensuring that household insurance cover is in place in the event that items are lost whilst on your property.

4.   Title to Goods and Passing of Risk

Title to the Goods you have ordered shall pass to You at the point on time that We receive cleared funds from You in respect of the purchase price for the Goods. The risk of loss or damage to the Goods remains with Us until the delivery of the Goods to your delivery address by our agent Baird’s.

New section price and payment you will pay the price described on the H&T website for the Goods and will be asked to choose your delivery options for which variable pricing will apply.

5.  General

5.1   Force measure

Neither H&T, nor Bairds shall be liable for any delay or failure to provide the Goods where such delay or failure arises as a result of events, circumstances or causes beyond their reasonable control.

5.2   Variation
H&T reserves the right to make changes to this Agreement from time to time. 

6.  Complaints

If You wish to raise any concerns or have any complaints about your order please email us at complaints@handt.co.uk.

7.   Data Protection

You acknowledge that H&T is a data controller and that Baird’s is a data processor with whom We have in force a Data Processing Agreement which sets out the contractual arrangements between us so as to safeguard your personal data in accordance with applicable Data Protection legislation.

8.   Cancellation Rights
You have no statutory right to cancel Your order if You change Your mind, this is because the price of the goods is set at the time of the contracted Order, and due to the fact that the goods are constituted in gold and other precious metals there is a significant risk of price fluctuation.

9.   Description of the goods
It is Our responsibility to supply you with Goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.

11 Rights of Third Parties

A person who is not a party to this Agreement shall not be able to enforce any of the terms and conditions contained in it. 

10.   Applicable law

This Agreement is subject to the laws of England, and Wales.

11.   Click and Collect

If you select to use this service, the terms and conditions of our Click and Collect service apply to this Agreement.

Investment advice

Neither H&T, nor Baird’s are authorised to give investment advice concerning Goods and by placing an Order You acknowledge that you have not received any investment advice in relation to your purchase. 

12.   Our Rights to Refuse to Supply

13.   We reserve the right to refuse to supply any individual or company and to limit the maximum quantities of individual Goods which may be purchased by any individual or company (whether per individual order or in aggregate).

14.   Refunds and cancellation
Please note these Goods are not subject to the Financial Services (Distance Marketing) Regulations 2004. Once an Order has been placed for Goods and these have been despatched to You, You have no right to cancel and You will NOT BE ENTITLED TO A REFUND ONCE YOU HAVE PLACED AN ORDER so please consider carefully prior to placing an Order with Us; this is because the price of the Goods is subject to changes in market value on a continuous basis.

The price of the Goods is fixed at the point in time Your Order is placed.

15.   Instore purchases - Refunds and Cancellation
Please note these goods are not subject to the Financial Services (Distance Marketing) Regulations 2004. Once an instore purchase has been placed for Goods, you have no right to cancel and You will NOT BE ENTITLED TO A REFUND ONCE YOU HAVE PURCHASED THE ITEM so please consider carefully prior to buying an item instore this is because the price of the Goods is subject to changes in market value on a continuous basis.

The price of the Goods is fixed at the point in time your purchase is made.

Terms & conditions

• Pre-owned jewellery items are sold as seen. If you are unhappy with your purchase, please let us know.
• We cannot exchange or refund any pre-owned items without a receipt.
• It’s important that any unwanted item/s are returned in a re-saleable condition. Therefore you must have all the original packaging and labels, and that both are undamaged and unused.
• Please note that all pre-owned items are sold as seen. We cannot be held liable for the extent of previous wear and tear. However, should an item of jewellery break in the normal course of its use, we will be happy to try and arrange a quote for you for its repair.

We are unable to offer refunds or exchanges on the following items:

• Products which have been personalised for you.
• Products that have been made to order.

Please view our full terms and conditions here.