FAQs

General

Can my orders be gift wrapped?
All online orders are presented with either a Baker Brothers box or relevant branded presentation box. If you require an item gift wrapped, please request our gift wrapping service from our customer service team. We will endeavour to meet any requirements and provide a luxury gift wrap to suit your needs.  We are happy to help have your gift ready to present and take the stress out of the occasion for you.

Can I change or cancel my order after it's been placed?
Please email us at [email protected] to cancel. As we aim to prepare and dispatch your order within one working day, it may have already been sent. In this case, you will need to return it using the enclosed returns slip or bring it back to our boutique.

Can I place my order over the phone?
If you’d prefer to speak to someone to place your order, call our friendly Customer Services team on 01234 630821 and they’ll be happy to help you. They can offer knowledge and expertise should you require further information about any of our jewellery and watches.

Is my payment secure?
Yes, our website uses a secure server to make sure that all your credit or debit card transactions are completely secure. We use fraud checking systems as well as authentication processes before we fulfil each order.

When you use our website, the secure server will encrypt all of the personal information you send us. Your credit or debit card details are processed through the SagePay secure payment system. No credit or debit card details are held by Baker Brothers.

For more information please see our Privacy Policy.

What are your accepted payment methods?
We want to make shopping online as easy as possible. We accept a number of payment methods including Mastercard, Maestro, Visa and Visa Debit, PayPal and V12 Finance Interest Free Credit. 

Do you offer finance?
We are pleased to confirm we offer a selection of finance options, however, finance is subject to age and status, minimum spend and T&Cs apply. We offer a range of terms, so please do not hesitate to contact our Customer Service team for more information. 

Does my product come with a warranty?
All watch products will be despatched with the manufacturer’s warranty. Baker Brothers products are guaranteed from date of purchase against manufacturers fault. This excludes accidental damage that may occur. If you have any concerns, please do not hesitate to contact us and we will happily help.

Do you offer after care or repairs?
Our stores offer a comprehensive range of cleaning and repair services. For more information please visit Our Services section here.

Do you engrave items?
We have a long standing partnership with a range of skilled engravers. This means we're able to send some items that have been purchased from us to be personalised. However, please be aware that some items may be unsuitable for engraving. If you have something that you would like to be engraved, please contact Customer Services on 01234 352343 to find out more, or pop into our Boutique.

Can I get a valuation for my insurance company?
We can provide a valuation for all recently purchased items from Baker Brothers.

We also offer a valuation service for all jewellery and watches. This is conducted on site by one of our Registered Valuers with over 20 years’ experience and expertise in the field.
Our jewellery valuations for insurance are recognised by all leading insurers, and all of your valuation information is held on a secure database. To discuss how we can help with all valuation requirements, please visit our Valuation Page or contact Customer Services on 01234 630821 to find out more. Alternatively, pop into our Boutique to discuss timescales and the cost of this service.

How do you use my personal information?
We may use your personal data to supply products and services to you that you have requested. Additionally, we may use it to carry out any agreement with you or take any steps that you have requested. We may:

• Update you as to the status of your order.
• Alert you to important product revisions or updates.Where you have given us appropriate permission, we may also use your personal data for the following purposes:
• To tell you about special discounts on additional products and services.
• To advise you about new products and services.
• Invite you to an event.We follow generally accepted standards to protect the personal information submitted to us, both during transmission and once we receive it.

For more information, please see our Privacy Policy.

How do I unsubscribe from marketing mailings?
Simply click on the Unsubscribe link at the bottom of any Marketing email we have sent you. You are welcome to subscribe to our mailing list again at any point.


Sizing

Are product images accurate/actual size?
The images displayed on the website may not accurately represent the actual size of the products. Whilst every effort is always taken to be accurate, all sizes, weights, and measurements are approximate and are for guidance only.

Can I order my watch in a specific watch strap size?
We are happy to adjust watch straps before dispatch as required and if possible. Please note if ordering online this may delay your delivery. Please contact our Customer Service team to discuss your requirements. You can bring your watch into the Boutique and the strap can be adjusted for you if preferred.

Can you adjust my watch bracelet?
We can adjust the bracelet on Tudor, TAG Heuer, Longines, Rado and Seiko watches before we despatch to make sure it’s the perfect fit. Use our size guide to find your wrist size and enter it in during checkout.

If you’ve already received your watch and require any adjustments or can’t find your wrist size in the options provided, please contact Customer Services on 01234 630821.
For any other watch adjustment queries, simply bring your watch to our Boutique. Alternatively, contact our customer services and we’ll do our upmost to have it adjusted to fit perfectly.

My watch has stopped, what do I do?
In most cases for quartz movements, it simply means your watch requires a new battery. Bring it in to our Boutique and we will happily inspect the watch. If you bought it from us, bring your receipt and guarantee, if possible, in order to speed up the process.

Please be aware we return your watch to the manufacturer in order to assess the problem and arrange any repairs required. This guarantees your watch receives the optimum care and prolongs the life of the movement. In addition, where applicable, the water resistance seals and other minor maintenance aspects as well.

Delivery

When will my order arrive?
Delivery will be made by Royal Mail Special Delivery and will reach you within 1-3 working days. Any known delays will be notified to you by email or telephone.
If an item is out of stock, or cannot be supplied for any reason, we will advise within one business day of the order being placed. If delivery cannot be fulfilled you will be reimbursed via method of payment and the order cancelled.

For more information please see our Delivery Information.

Can I track my order?
You will receive a tracking reference with your shipment confirmation email. Should you have any further delivery enquiries please call us 01234 630821 or email us at [email protected]. Please note, the customer service team is available Monday to Saturday 9am to 5pm

Will I need to sign for my delivery?
Yes, deliveries will require a signature.

What if I'm not in when you deliver?
If you are not there to receive and sign for your delivery, you will be left a card with contact details to make alternative arrangements.

Can I have items delivered to a different address to my billing address?
For orders using card and PayPal payments, items can be dispatched to any address within the UK and Northern Ireland. This includes business addresses. However, to help prevent fraud, your invoice will be sent to the address of the card holder. 

Orders placed using finance options must be shipped to the billing address.  

Can I have items delivered to multiple addresses?
Unfortunately we can only deliver your order to one address. If you wish to send items to different addresses you will need to complete separate orders.

Can I reserve an item to pick up and pay for it in store?
If you’d like to reserve an item to view in-store, we recommend contacting us directly. We will be able to check the boutique and let you know immediately if the product is available.

Do you deliver internationally?
Unfortunately, we are only able to deliver within the United Kingdom and Northern Ireland. For further information please visit our Delivery Information page.

Returns

Can I return items?
You can return your online order within 14 days of receiving it, in person or by using the enclosed return details. Please note, items must be in their original packaging, unused/unworn, in the same condition it left the boutique. Items must be accompanied by the whole dispatch note. Purchases made in-store offer a 28-day exchange or 12-month credit to your account, exclusions apply. 

For further information please see our Returns Policy.

Can I exchange an order I received as a gift?
You can return your online order within 14 days of receiving it. You will need to provide the receipt and have the returns slip. We will exchange to the value of the gift or issue a credit note. Please see our Return Policy for more details.