ERNEST JONES STORE RE-OPENING FAQ'S

The safety and wellbeing of our customers has been at the forefront of our minds during these challenging times and we are now delighted to announce that our stores in England will be re-opening from Monday 15th June.

The health and safety of our employees, customers and communities continue to be our priority, therefore we ask for your continued support as our deliveries may take slightly longer than usual in reaching their destinations. Rest assured we are doing everything to make sure you get your order as quickly as we can.

Below you can find the answers to our frequently asked questions regarding the re-opening of our stores. However, if you find that any of your questions are not answered below, then please visit our customer service page for contact information.

Q: Are there any Ernest Jones stores open?

A: Our Ernest Jones stores in England will re-open on Monday 15th June.

Q: Can I use click and collect from my local store?

A: We are pleased to say that once the stores have re-opened, our click & collect service will also resume.

Q: Can I get a written valuation of my purchase for my insurance company?

A: Yes, go to your local Ernest Jones store once it has re-opened and we will value your items.

Q: Can I have my jewellery cleaned in store?

A: Our jewellery cleaning services will resume once stores have re-opened on Monday 15th June.

Q: Can you repair my jewellery?

A: Our jewellery repair service will be available once stores have re-opened.

Q: My watch is broken, what do I do?

A: Our watch repair service will resume alongside the re-opening of our stores.

Q: What is the returns policy now stores are back open?

A: With the closure of our stores we relaxed our returns policy meaning you can return an item from 30 days after stores re-open. Alternatively, you can return items to us by post free of charge within 30 days and you will be refunded with the payment method you used to place the order.

Q: Are online orders still being delivered?

A: Yes, We are working with the latest government advice on social distancing and the number of operators working at the same time. Due to this, it may be that our orders are dispatched slightly later than usual whilst we work towards the latest government advice. Next day delivery can now take up to 2-3 days for delivery

Q: I have a repair in my Ernest Jones store, how can I track progress of the repair?

A: Please call your local store for an update on your repair.

Q: My watch has stopped, what do I do?

A: Once our stores have re-opened our in-store watch repair service will resume but you may face delayed waiting times. A member of our team will be able to give you a timeframe once they have seen the work that needs to be done.

Q: Do I need to wear PPE when I visit your stores?

A: You will not be required to wear PPE when visiting our stores, but we would advise you to do so if you would prefer, and to follow the government guidelines specific to you.

Q: Can I pay with cash?

A: Cash payments will be allowed but please try to pay with card when possible to help reduce physical contact.

Q: Are there restrictions on how many people are allowed to shop together?

A: There are no restrictions on how many people are allowed to shop together but we will be putting social distancing measures in place meaning there will be a limit to how many customers are in the store at one time. In some stores there may be a limit as to how long customers can stay in store.

Q: What safety measures are you putting in place in your stores?

A: Our colleagues are wearing personal protective equipment and we have a cleaning station in place to regularly cleanse our surfaces and handled products. Hand sanitiser is also frequently used. We are encouraging customers to use contactless payment, but if you need to use chip & pin, the machines are sanitised after every use. Click & Collect in store and free delivery is available, and e-receipts are given as standard, with paper receipts available on request. We are limiting the numbers of people in the store at any given time and social distancing measures have been put in place to keep colleagues and customers 2m apart. For more information on our safety measures please refer to the store locator page. local store

Q: Will your full product range be available to purchase?

A: Our full product range will be available to purchase.

Q: How long do Click & Collect orders take?

A: To find out how long your Click & Collect order will take please refer to the delivery calculator when placing your order.

Q: Can somebody else collect my Click & Collect order?

A: The person who placed and paid for the order has to be the person to collect it. Please refer to our delivery to store page for more information.

Q: Can I try on your products in-store?

A: Our products will be cleaned before and after they are handled using antibacterial wipes and ultrasonic cleaning machines meaning you will be able to try them on in-store.

Q: Can I still go into the store even when there are no appointments free for that day?

A: Yes, booking an appointment enables you to walk straight into the store without the need to queue, however, if you are unable to get an appointment you can still come into any of our stores.

OTHER QUERIES OR QUESTIONS

If you have any further questions or would like any more information, please visit our Customer Services page to submit an online enquiry. Alternatively, you can contact us via phone on 0800 458 1066* (option 1).

Customer Service