FAQ

Are my personal details safe when placing an order with T H Baker?

Yes, it is 100% secure to order online. Every single T H Baker transaction is secured by the world leader in online security, VeriSign. Our secure servers protect all personal information entered throughout the ordering process using advanced encryption and firewall technology, and we do not store your payment details in order to provide a further level of protection.

 

How do I place an order?

It's really easy to place an order with T H Baker, simply select your item/s and add to basket. You can select from checking out using our secure payment site or using PayPal.
You will be given the option to create an account where you can trace your orders online and create a wishlist.

 

Will you keep me updated on my order?

Once your order has been placed successfully, we will send you an email confirming we have received your order.
We will then contact you via email confirming your order has been dispatched and provide you with a shipping reference.
7 days after your order has been placed, you will be contacted by Feefo and asked to write a review on your shopping experience with T H Baker. If you have not received your item or if you have any enquiries regarding your order, please contact the Customer Care team on +44 (0)1562 312 224 or at sales@thbaker.co.uk.

 

Can I change an order after it has been placed?

 

You are able to make changes to your order up to the point at which you click on the Place Order button in checkout. However, you cannot change your order once it has been placed. This means that you cannot change your delivery address, your selected products or your product quantities etc.

However, once the order reaches you, you can return it back to us for an exchange or full refund.

We advise that you check your order thoroughly before placing it.

 

Can I cancel an order after it has been placed?

You have the legal right, as a consumer, to cancel an order after it has been placed. A consumer is any natural person who carries out transactions not for commercial or self-employment purposes.

You can cancel your order within fourteen days, without giving a reason. This cancellation period of fourteen days starts with the day you or the person of your choice receives the order at your chosen delivery address. You must cancel your order before the fourteen days end.

In order to apply for your legal right to cancel you need to contact us (T. H. Baker) by Email or phone to let us know about your decision to cancel an order.

Email: sales@thbaker.co.uk, or Phone: +44 (0)1562 312 224

If you cancel your contract, T. H. Baker are obliged to refund your payment.

This refund includes delivery costs, with the exception of additional costs, should you choose a different delivery option other than the cheapest standard delivery offered by us.

In order to refund your money, we will use the same transaction that you chose in order to pay, unless we agree on an alternative refund method. We won’t charge an extra fee for the refund.

Please note that we can deny you a refund until we have either received the products or proof that you have sent them.

You must post the goods within a period of fourteen days starting from the date you inform T. H. Baker about the cancellation of the contract.

Our return delivery address is as follows: T. H. Baker, West Midlands Merchants, Brinton House, Exchange Street, Kidderminster, Worcestershire, DY10 1BT

The right to cancel does not include piercings on grounds relating to protection of health. Therefore, earrings and any other piercing jewellery items are not suitable for being returned once they have been opened.

 

I am having problems placing an order, what do I do?

 

If you are experiencing difficulties when placing an order online, please contact our Customer Care Team who will be able to help you on +44 (0)1562 312 224 or at sales@thbaker.co.uk

 

How can I get the item adjusted?

We can do this free of charge before dispatch. Simply contact Customer Care on +44 (0)1562 312 224 or at sales@thbaker.co.uk with the size you would like us to adjust to in inches or centimetres. Any links that have been removed will be included in the parcel. To measure your wrist, use either a tape measure or piece of string and measure on a ruler. We recommend you allow approx 1cm for comfort.
Please be aware if additional links are required, this is subject to availability from the manufacturer; therefore, sometimes there may be a short delay with receipt of your adjusted item, however, the Customer Care team will keep you up to date with your order.

 

Are the items genuine and will they be received in official brand packaging?

T H Baker are authorised dealers of all the brands we sell. All watches are brand new and come with full manufacturer's warranty, certification and packaging. You can confirm this by finding us on manufacturers' websites where we are listed as either T H Baker or T.H.Baker.

 

What if the item is received faulty/damaged or the incorrect item is received?

In the unlikely event that you should receive a faulty/damaged item or if we have sent a different item than was on your order, please contact the customer care team within 5 days of receipt on +44 (0)1562 312 224 or at sales@thbaker.co.uk, who will be able to provide a pre-paid return label and advise you how to return the item.

 

What if there is an item missing from my order?

If you order has been received and is missing either an item or warranty booklet or certificate, please contact the customer care team within 48 hours who will be able to help you on +44 (0)1562 312 224 or at sales@thbaker.co.uk. Please have your order confirmation number and item details handy when you call.

Please note that if you have ordered more than one item, you may receive multiple shipment emails and items may arrive separately.

If you’ve ordered during one of our sales or the busy Christmas period please bear in mind that your delivery might take longer than normal to get to you.

 

I have been contacted advising one of the items I have ordered is out of stock, what do I do?

If for any reason we are unable to fulfil your original order, the Customer Care team will contact you and help you select an alternative item or arrange for a refund.

 

I ordered from overseas, can I get a VAT refund?

If your order was placed on the UK site from a non-EU country and the items are being delivered to a non-EU country, then you qualify for a VAT refund. You will not be eligible for a VAT refund if you placed the order on one of our international sites or placed the order in the UK.
Orders qualifying for a VAT refund will be noted on our system. Once the order is received by you, please contact Customer Care at sales@thbaker.co.uk who will email you a VAT refund request form.
Please complete with the correct details and return to us, the refund will take approximately 5-7 working days to appear in your account.

 

Do you offer a price matching service?

Yes, we will price match any like for like UK website that are authorised dealers with the items in stock available for next day delivery.

We are a company; can we place a corporate order for items?
Yes, please contact the Customer care team on +44 (0)1562 312 224 for further assistance.

 

I have seen a watch but it does not appear on your website, can you get it for me?

Yes, as authorised dealers we will contact the manufacturer and determine availability, and our customer care team will keep you informed every step of the way.

 

Do you have shops that I can visit?

Yes, we do have stores you can visit: Click Here to view.

 

Payments

 

How can I pay for my order?

We accept payments from all major credit and debit cards, for your convenience we also offer check out with PayPal. For orders over £280, we offer Pay4Later finance option with agreements over 12-36 months to suit you, credit is subject to status.
If you prefer, you can speak to one of our Customer Care team who will take payment from you via telephone on +44 (0)1562 312 224.

 

When is my account charged for my order?

Your account is debited when the order has been placed when checking out using our secure online payment system, PayPal or paying by telephone.

 

How do I use my promotion code?

To use your promotion code, please enter in the discount code box when placing your order. If you are experiencing difficulties using your code, please contact the Customer Care team on +44 (0)1562 312 224 or at sales@thbaker.co.uk.

 

Where can I get a promotion code to use with my order?

We will sometimes feature promotion codes on our website, or in newsletters to customers. We may also put codes on Facebook or Twitter from time to time. To receive the latest promotional discounts, please register an account online and/or follow us on Facebook and Twitter.

 

How can I purchase a gift card?

Simply select the gift card you would like, choose the amount and add to basket.

 

How do I use my gift card?

Simply enter your code into the discount code box and the value will be deducted from your order total.

 

Will I be charged customs and import duties on my order?

Orders placed from outside the European Union may be subject to additional import taxes imposed by your local government. The responsibility lies with the purchaser to settle these additional tariffs directly with the responsible government agency or its agent.
We recommend all non UK customers contact their local government office for advice on importation tariffs for goods received from the UK.

 

Delivery

 

How do I track my order?

Once your order has been dispatched you will receive a confirmation providing a tracking reference. Please go to www.royalmail.com/trackdetails and enter the reference. If you need further assistance, please contact the Customer Care team on +44 (0)1562 312 224 or at sales@thbaker.co.uk.

 

How long will it take for my order to be delivered?

Delivery options are given at point of checkout. Free delivery is available on all UK orders. For orders over £100, next day delivery is applied automatically free of charge, next day delivery is available on all orders under £100 for £5.95. Free standard delivery for orders under £99.99 will normally arrive in 1-3 working days.
All items ordered before 4pm Monday-Friday will be dispatched same day. Orders placed after 4pm Friday-before 4pm Monday will be dispatched on Monday.

 

Can you deliver to my work address?

Yes, we can deliver to an alternative address, please include this information when placing your order.
Parcels will be delivered via Royal Mail post. Before placing an order to be delivered to your work address, please ensure you are happy where and who will be signing for this.

 

Do I need to sign for my parcel?

Orders over the value of £60 or upgraded to the next day delivery service will be sent special delivery, therefore will require a signature.
Orders under the value of £60.00 will be sent via tracked delivery and will be received in 1-3 working days.
If there is nobody available at the specified delivery address to sign for the parcel, the item will be returned to your local sorting office where you can collect or rearrange delivery.

 

What happens if my order is not delivered yet?

If your order has not arrived within the expected time frame, please contact the Customer Care team on +44 (0)1562 312 224 or at sales@thbaker.co.uk for further assistance.

 

What if my order is lost in transit?

If your item has not been delivered to you within the expected time frame, please contact the Customer Care team on +44 (0)1562 312 224 or at sales@thbaker.co.uk for further assistance.

 

Can I change the delivery address?

To change your delivery address, simply enter the new address before you complete checkout. Please note that you can’t change your delivery address for an order you’ve already made. We advise that you regularly keep all your address details up-to-date, or if you are checking out as a guest that you ensure the delivery details provided are correct.

 

Do you offer international deliveries?

Yes, we ship internationally to the following countries: Click Here for list.

 

Do you ship to BFPO addresses?

Yes.

 

Do you offer a click and collect service?

Currently we do not offer a click and collect service, but this will be available in the near future.

 

Returns

 

What is your returns policy?

We offer a 30-day return policy on all items. If you are not entirely satisfied, you can either exchange for an alternative item or have a full refund.
We do ask, whilst you are deciding if you would like to keep your order, please take care not to damage the item or branded packaging it arrives in.
Please note we do not accept returns of any goods that have been personalised or adjusted by a third party. This does not affect your statutory rights.

 

How do I return something to you?

To return your item within the 30 days return policy, package the item carefully including a cover note/copy of invoice stating if an exchange or refund is required. Please return to 95 High Street, Brierley Hill, DY5 3AU. We recommend parcels are returned via traceable insured delivery method. We cannot accept responsibility for an item we have not received, therefore a signed-for delivery option is advisable.

 

How long will it take for my refund or exchange to be processed?

We process returns on the day they are received. We do advise refunds can take up to 7 days to reach your account, depending on your card provider. Exchanges will be received within 2 working days.

 

What if the item I want to exchange for differs in price?

If the item you want to exchange for is less expensive than the original item, we will refund the difference to your chosen method of payment.
If the item you want to exchange is for more than the original item, one of the Customer Care team will contact you to take an additional payment.

 

How will I know my item has been received and a return has been processed?

When we receive your returned item, we will send you an email to confirm. Once your request has been processed, we will contact you advising your exchange is on its way or that your refund has been completed.

What if my item is outside of the returns policy?
If you wish to return your unworn, unwanted item outside of the 30 day returns policy, please contact the Customer Care team on +44 (0)1562 312 224 or at sales@thbaker.co.uk

 

My item is faulty, but is outside the returns policy, what should I do?

Please return the item to us at: T. H. Baker, West Midlands Merchants, Brinton House, Exchange Street, Kidderminster, Worcestershire, DY10 1BT. Your item will be assessed and then repair or replacement will be arranged.
If the item is assessed as accidental damage or wear and tear, we will forward to the manufacturer for the item to be repaired; in this instance, the Customer Care team will contact you as soon as we have an estimate for charges for you to approve and pay or to have the item returned undone.

 

What if I received a free gift with my order?

If you receive a free gift with your purchase and wish to return your item, you will also be required to return the free gift.

 

General Enquiries

 

Who are T H Baker?

T H Baker was founded by Thomas Henry Baker in the year 1888. The company is still owned by the same family and has passed from generation to generation in the intervening 125 years, with the fifth generation having recently joined the business.
T H Baker is a retailer of prestigious watches and quality jewellery with more than a century's experience in the jewellery industry. It is an official stockist of all brands sold, and is today one of the leading independent UK jewellery retailers with over 20 stores based in the Midlands and southern England.

 

Which brands are excluded from the 5% introductory offer?

The following brands are excluded from the introductory offer and you will unfortunately not be able to redeem 5% off against them: Pandora, Thomas Sabo, Links of London, Gucci, Omega, Tag Heuer and Breitling.

 

I have forgotten my password, what can I do?

Please click on the link on the website and we will send you an email, alternatively contact the Customer Care team who will be able to help you on +44 (0)1562 312 224 or at sales@thbaker.co.uk.