Call our team on +44 (0)1562 312 224 Independent Family Jeweller Since 1888

FAQ Home Page

Orders
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 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 THBaker. If you have not received your item or if you have any enquiries regarding your order, please contact the Customer Care team 01562 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 items once your order 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?
Once an order has been placed it cannot be cancelled. However, once you've received your order T. H. Baker can offer a full refund or an exchange. If you have any enquiries about a recently placed order, you can contact the Customer Care team on 01562 312 224 or at sales@thbaker.co.uk
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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 V12finance option with agreements over 6-48 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 sales@thbaker.co.uk. Lines are open 0830-1700 Monday-Saturday, 1000-1600 Sunday.
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 sales@thbaker.co.uk 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.
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.
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Delivery
How do I track my order?
Once your order has been dispatched, if you have selected Next Day or Saturday delivery you will receive a shipment email providing a Royal Mail tracking reference. Please go to royalmail.com/trackdetails and enter the reference. If you need further assistance, please contact the Customer Care team on 01562 312 224 or at sales@thbaker.co.uk
How long will it take for my order to be delivered?
Free delivery is available on all UK orders over £50. Orders under £50 will find Standard delivery available for £1.95 Standard delivery for orders under £75 will normally arrive in 1-3 working days. Orders over £75 will see Next Day delivery is available free of charge. Next Day delivery available on all orders under £75 for £3.95. All items ordered before 4pm Monday-Friday will be dispatched on the 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. Please note: if you've made an order using our finance options, we can only deliver to your home address.
Do I need to sign for my parcel?
Orders over the value of £75 or upgraded to the next day delivery service will be sent special delivery, therefore will require a signature. Orders under the value of £75.00 will be sent via standard delivery and will be recieved 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 hasn’t arrived by the expected delivery date, as mentioned on your shipment email, you can give us a call. Please remember to have your order confirmation number and item details handy when you call. 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. Please note that if you have ordered more than one item, you may receive multiple shipment emails and items may arrive separately. If you are concerned about your order, please contact the Customer Care team on 01562 312 224 or at sales@thbaker.co.uk for further assistance.
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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 West Midlands Merchants, Brinton House. 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.
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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 30 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:
  • Thomas Sabo
  • Links of London
  • Gucci
  • Omega
  • TAG Heuer
  • Breitling
  • Pre-Owned Rolex
  • Nomination
  • Breitling For Bentley
  • Rado
  • Tissot
I have forgotten my password, what can I do?

First try to retrieve your password through our website.

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

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Second-Hand
What does second-hand mean?
Our second-hand collection features a wide selection of one-of-a-kind pieces that have been acquired from various parts of the world by our chairman. Our second-hand items have been previously owned by someone before arriving here at T H Baker, although each piece has been expertly cleaned and examined. 
Do second-hand items have a warranty?
Yes, we offer a 12 month warranty with all of our second-hand items.
Do the items come with a certificate of authenticity?
Some, but not all, of our second-hand items do come with their own certificate of authenticity. Although many items do not come with a certificate, each piece has been tested thoroughly to ensure that we can give you as much accurate information as possible. All second-hand items described as gold or containing diamonds etc. have passed gold and diamond testing.
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