Order Process

When purchasing an item from R.A.Braithwaite, the item is checked thoroughly by our management team prior to shipping.

All jewellery items are cleaned and any watches or clocks are supplied with a new battery.

Items are then hand packed in a box and luxury gift wrapped ready for presentation to the recipient at no extra cost.

A printed, personalised receipt, along with the gift-wrapped item is then placed within a larger box with packaging material for protection. Items are always sent via ‘special delivery’ which requires a signature from the recipient and is usually sent out the next day with delivery guaranteed by 1pm. All items are fully insured by us until the item is signed for. Once the item has been signed for, the responsibility of the goods is the purchasers. The outside of the package will not have any branding, however it will have the name R.A.Braithwaite and the postcode written on the back, in the event of the parcel being lost in the post! If you do not want the personalised receipt to be included in the larger box, please do let us know and we can send this separately.

We deliver worldwide, yet shipping charges may differ depending on the item and destination. All items over £100 will qualify for free delivery and for anything under £100 we charge a nominal £5 for special delivery within the UK which will take a maximum of 2 working days for any orders placed before 1pm. Orders will be delivered via Royal Mail with an exception for extra large items which may be via courier or, in certain situations, by the management team depending on the goods and location. Orders which are being delivered outside of the UK will be at an extra cost and will vary dependent on the size, weight and destination of the item. International orders delivery time is usually within 10 working days. Delivery times may also be affected by circumstances outside of our control, such as the current impact of the coronavirus to the postal service.

Our retail shop is closed on a Wednesday and a Sunday therefore any orders received will not be posted on these two days (or on public holidays) – at times, we may be able to make an exception, so please do contact us if this is required urgently.

If you decide to return the item for a refund, any delivery charges will not be refunded unless the item is faulty. A refund will be made within two working days of receipt of the item.

Accepted payment methods

We accept all major credit card payments including 

Returns

We are confident that you will love your purchase however, if it is not suitable, we will offer a refund or exchange.

Simply return the unworn item to us, in its original packaging, along with the receipt and documents, in the same method of post as it was dispatched to you (to ensure postage tracking via special delivery) or to the shop within 30 days of purchase.

Please Note – We are unable to offer any refunds or exchanges on anything which has been created bespoke, been personalised (adjusted to your size, engraved or amended in any way) or which has been created as a special order. These products can only be returned if they are faulty or incorrectly supplied. We are also unable to offer any returns on earrings, for health and hygiene reasons unless the item is faulty – this does not affect your statutory rights.

Quality

We believe quality is key and therefore we will guarantee everything against manufacturing defects.

Please be aware that if you have the item altered, repaired or adjusted by another company, this may invalidate the guarantee – all work must be carried out by R.A.Braithwaite to protect the guarantee.

Complaints

Thankfully minimal to date, however. R.A.Braithwaite takes complaints very seriously and if we have fallen below your expectations and you have an issue or complaint, please do not hesitate to contact us via email, social or telephone so we can come to a resolution as soon as possible and learn for the future.

We would love to hear your feedback!

We value every purchase and would love to understand how your experience was with us. We strive to deliver the best customer service and fantastic value for money.

We would love to hear what we are doing well and also, what could be improved upon so, please do ensure you leave us feedback for us to take on board.

You can either email us at [email protected] with your feedback or alternatively leave feedback on either Google or one of our social media sites @rabraithwaite