FAQs

  • Is VAT charged online?

    All prices shown on the website are inclusive of VAT All and any other import duties or taxes payable in any non-United Kingdom jurisdiction is your responsibility

  • What do I do if an item I want to purchase is not shown or not available on the website?

    Products shown for sale on our website are a small selection of what we have available in our stores and always offered subject to availability. Because we pride ourselves on stocking the unusual, items of jewellery can go out of stock before we’re able to make the relevant changes on our website.

    If you cannot find what you are looking for please contact our sales team by phone or email to discuss your enquiry.

  • What cards do you accept for payment and is there a charge?

    We accept American Express, Visa, MasterCard, Switch, Delta, and Maestro. There is no charge for purchases made with these cards

  • Can I pay by cheque?

    Unfortunately we do not accept cheque payments for online purchases.

  • Is my payment online secure?

    By using Sage Pay, we are ensuring that your card details are not compromised. Sage Pay encrypt every transaction to the highest global standards. Their secure systems are scanned and audited regularly by one of the world’s leading Qualified Security Assessors (QSA) so that you can be confident about using us to make a secure payment online. Sage Pay also automatically provides us with fraud prevention tools — what that means for you is that if your card has been compromised somewhere else, we are using technology that will help to prevent your details from being illegally used on our site.

  • Do you only deliver to the uk?

    We can only accept and fulfil orders on this website for delivery within the United Kingdom (including the Channel Islands & the Isle of Man).

    Overseas Customers

    Here at Francis Wain jewellers we pride ourselves on the high level of customer service we offer to customers. Because of this we ask that customers living outside of the United Kingdom contact our customer service team if they wish to make a purchase from our website so that we are able to deal with your enquiry and delivery of your purchase as efficiently as possible.

    Contact on sales@franciswainjewellers.com for further details.

  • When do I expect to receive my order?

    As soon as we receive your order, it will be processed and, if stock is available will be dispatched within 3 working days. Where products have a longer delivery period a member of our team will contact you personally and arrange a convenient time for the delivery of your order.

    Christmas Delivery

    The last date for your guaranteed Christmas delivery orders will be published on our website on the news page and when browsing our jewellery catalogue.

  • Is Gift wrapping available?

    If required, we are glad to offer a luxury gift wrapping service. This involves hand wrapping gifts in our luxury cream wrapping paper with Blue Ribbon and tag before placing in the usual standard box.

  • Cancellation of orders

    It is your right, under Consumer Protection Regulations, to cancel your order with us within 7 days However, if you have cancelled the order after the goods have been dispatched to you or if they are being delivered by a special service not provided by us, the delivery charge will not be refunded

    Should we be unable to deliver your goods within our quoted timescale you are within your rights to cancel your order without penalty, Should you choose to do so we will refund the amount you paid for the goods. You are under a duty to take reasonable care of the goods being returned which must also be unused. If you wish to cancel an order please contact our Customer Service Team

  • Can I return my purchase?

    Your Guarantee of Satisfaction

    If the Goods we deliver are not what you ordered, you are unhappy with your purchase or it is damaged or defective, we will have no liability to you unless you notify us of the problem within 14 working days. It in no way affects your statutory rights.

    We are sure you will be delighted with your purchase but we do appreciate that for whatever reason, this may not be the case every time. This being so, we will gladly offer you an exchange or a refund providing you return the item to us within 30 days of purchase with the original receipt and relevant documentation, in its original condition and packaging.

    We recommend you use Royal Mail Special Delivery to ensure proof of delivery and insurance of the goods whilst in transit.

If your query had not been answered in the FAQ’s

Click here to ask our customer service team a question

Kings Lynn Branch

5 Norfolk Street
Kings Lynn
PE30 1AR

During Business Hours 9am-5pm
Phone: +44 (0)1553 774 499
0800 389 2860
Fax: +44 (0)1553 776 690

Dereham Branch

Gladwin House
Dereham
NR19 1PU

During Business Hours Thursday - Saturday 9am-5.00pm
Phone: +44 (0)7538415790