Frequently Asked Questions

Our FAQs section is for guidance; for full details please see our Information section.

Shopping Information

What Shipping Methods Are Available?

You may choose to collect in-store or delivery. Our chosen courier is Royal Mail. All packages will be tracked and signed-for. Lower-value items will be sent by Royal Mail 2nd Class Signed For and higher-value items will be sent by 1pm Special Delivery. All items are appropriately insured.

How Long Will It Take To Get My Package?

All in-stock items will be dispatched within 3 working days. All parcels will be received within 4-7 working days of purchase. Special-/Made-to-order items may take up to 3-4 weeks.

Do You Ship Internationally?

Unfortunately we are not offering international deliveries at this moment.

Can You Gift Wrap My Order?

Yes! We offer a free gift wrapping service for all of our purchases. Please notify us after checkout.

Payment Information

How can I Pay?

We accept all major card companies (a list of which is available at the bottom of every page). Our card system supplier is WorldPay so don’t worry as they’re one of the most secure services available. We also accept PayPal express checkout where you’ll be redirected to their site to pay.

Do you accept Bank Transfers or Mail-In Cheques?

We currently do not accept these payment methods.

Orders & Returns

How do I place an Order?

Find something you like on the website and add it to your basket. Then go to the checkout page and fill in your contact and shipping details, you’ll then have to enter your preferred payment details and then confirm your order and you’re all done! You’ll then receive a few confirmation emails to the address you provided to us.

Do I need an account to place an order?

No you do not, all first-time purchases are automatically placed as a guest and no account will be created for you. But if you would like to take advantage of our website’s account and order tracking system then you will need to create an account.

Who should I to contact if I have any queries?

If you are having any problems or have any questions we are more than happy to help. You can contact us via in person, via phone, or email. Details are available in our Contact Us section.

How Can I Cancel Or Change My Order?

If your order hasn’t been dispatched yet and is still in processing the best way to cancel or change your order is to call or email us (see Contact Us).

How Do I Track My Order?

When you place an order you will receive a series of emails confirming your order has been acknowledged and is being processed. When the order status is updated (e.g. packed, or dispatched) then you will be notified by email. You may also log into your account on our website to view your order status, simply press the track your order at the top of any page.

How Can I Return a Product?

We offer a no quibbles returns policy within the first 14 days of receiving your purchase. Just get in touch with us and tell us that you’d like to return an item and we will try and help you as much as we can. Send the item (in new and unused condition with original packaging) with original proof of purchase to:

  • Online Returns
  • Totan Jewellers, 37 High Street
  • Kettering
  • NN16 8SU