DELIVERY AND RETURNS
INCLUDING CHANGES DUE TO COVID-19
We are required to make amendments to our online delivery service due to COVID-19 developments and subsequent temporary store closures. If your delivery is impacted in any way we will advise you at the earliest opportunity to avoid any dispappointment.
Extended Christmas Returns
We have extended our refund policy for your convenience over the festive period.
Christmas returns for Online Orders
We are delighted to offer our clients a full refund or exchange for your online purchase placed between 3rd November 2020 until 30th January inclusive.
Christmas returns for purchases made in store
We are delighted to offer our clients an exchange or gift card for your in store purchase made between 3rd November 2020 until 30th January inclusive.
Delivery will be free of charge for all orders for weekday delivery. If you wish to request a Saturday delivery, an extra £5 delivery charge will be added. Delivery will be made by Royal Mail Special Delivery™ and will reach you within 1-3 working days. We can only deliver to customers within the UK and Northern Ireland.
*COVID-19 related issues may impact our service from time to time, should this occur and with our knowledge, we will advise our clients directly.
From 26th December 2021 and throughout the longevity of the lockdown as advised by our government our teams will ship online orders on a weekly basis. We appreciate your patience and ask that you allow more time for your purchase to arrive.
Below timeframes are in relation to our business operating normally.
- Monday - dispatched Tuesday
- Tuesday - Thursday before 12 noon – Usually dispatched same day*
- Monday - Thursday after 12noon – dispatched next working day*
- Friday before 12 noon – Usually dispatched the same day*
- Friday after 12 noon– dispatched Monday (excluding Bank Holidays)*
- Weekends - dispatched Monday (excluding Bank Holidays)*
EXPECTED DELIVERY IS NEXT DAY PRE 4PM*
*If you are applying for finance this is subject to the approval of your credit agreement by our credit provider.
*Please Note: All delivery times are subject to stock availability. If your item has to be ordered direct from suppliers and we are unable to despatch your order within our 'normal' 1-3 day delivery we will contact you to discuss your delivery date and time. We cannot take responsibility for any delays caused by credit applications or banking delays. In addition to this, delivery times can be delayed should an item of jewellery require re-sizing. Delivery times are extended over bank holidays and maybe extended as the result of any adverse weather conditions that are beyond our control.
To help fight online fraud Laings is pro-active in recognising fraudulent transactions. Our checks are essential and completed for each and every transaction to protect the security of both our customers and our business.
Where possible we will endeavour to conduct our security checks inside our delivery service level agreement, however from time to time we may contact you by phone or e-mail to request additional proof of identity before we dispatch your order.
If you wish to discuss this further, please do not hesitate to email us.
Royal Mail Special Delivery™ Service
All of our orders are despatched using Royal Mail Special Delivery™ services. All items are insured by us whilst in transit and a signature at your address will be required upon receipt of the delivery.
If you are not at home during your delivery time, Royal Mail will leave you a contact card so you can re-arrange delivery for a suitable time or date.
All of our orders are dispatched using the 'Special Delivery' service scheduled pre 4pm (includes Saturday if requested) and a signature will be required.
Click & Collect
You can collect your parcel at your local Laings branch using our click & collect service. We endevour to filfill your order within our timeframes listed about.
Please note, while our Southampton store is closed (5th Nov 2020 until 2nd Dec 2020) we will stil offer a click & collect service. Our store team will contact you when your item is available for collection and issue you with a scheduled date and time for collection.
Web Order Returns
At Laings, we want you to be delighted every time you shop with us. Occasionally though, we understand that you may wish to return items. A refund for an online order can be requested within 14 days of dispatch and an exchange within 30 days of dispatch. Please note that this applies to online purchases only and items such as earrings cannot be returned for hygiene reasons. We cannot accept returns for items which have been altered, specially ordered, re-sized or engraved. If you have secured finance with our third-party provider, you must contact them to arrange cancellation of the finance agreement.
In Store Returns
In-store purchases can be exchanged within 28 days (Rolex 14 days) but no refund will be offered.
Web Return By Post
Items can be returned directly to Laings Head Office within 14 days (refund) / 30 days (exchange) as confirmed above from the date of dispatch using our returns slip.
Please click the following link for your returns slip. Downloadable Return Slip
For your benefit and security, in the event of a postal return, we recommend that you send the goods back to Laings Head Office by Royal Mail Special Delivery. This will ensure proof of delivery and insurance of the goods whilst they are in transit. Laings will not cover the cost of postage.
Web Return In-store
Alternatively, online purchases may be returned to our store along with the returns slip where our store will be pleased to assist with your refund or exchange. Please note when returning in store within 14 days for a refund, the store will be unable to process your refund directly, this will be passed to our web team who will notify you when the refund is completed.
Terms and Conditions
Laings cannot accept returns of earrings or cleaning products if the packaging has been opened. This is due to hygiene reasons and does not affect your statutory rights.
When returning items to Laings or to our store, the item(s) must be in its original condition and packaging, accompanied with the dispatch note and the returns slip.
We cannot accept returns for items which have been altered, re-sized or engraved.
The store will be pleased to return your order to our head office on your behalf where the request will be processed in accordance with our returns Terms & Conditions.
If you should experience problems with, or have any queries about our returns procedure please email us using Customer.Service@laingsuk.com
Our sale rings are typically available only in selected sizes. If making your purchase directly from the website or heading into one of our stores we recommend to contact us for the available size prior to proceeding, occasionally this information might not be displayed online. Sale rings cannot be exchanged for a different size. In the case where the size ordered is unsuitable a refund will be offered. Certain rings may be able to be re-sized. Please note that re-sizing on sale rings is chargeable.
We like to cater for all clients and as such display all sizes available to Laings in a particular ring. This does not mean the item is immediately available for delivery but that Laings are happy to order in sizes directly for clients. This may result in additional waiting period that you will be notified of upon placing your order or making an enquiry. Time scales will vary dependant on the ring but rest assured we will aim to meet your desired date where possible.