Welcome to our 'Frequently Asked Questions' page. Please find listed below a selection of the most frequently asked questions from our customers in regards to shopping on our website. Do you have a question that is not listed here? If so then please contact us and we will be happy to answer any questions that you may have.
Q: I am a new customer and I'm not sure how to place an order? Can you help me? A: We endeavor to try to make shopping with us online as easy and as pleasurable as possible. Customers, such as yourself, are very important to us, so therefore making our website easy to use is paramount! Shopping at goldsmithsoutlet.co.uk has never been easier. Here is a step-by-step guide to placing an order with us...
1. Browsing
On the home page, choose which type of product you would like to browse through. Underneath the Goldsmiths logo are options running from left to right that you can choose from.
2. Narrow down your search
The menus down the left-hand side of the screen are there to help you narrow down your search. For example, you can narrow your search down to items by gender, by brand (eg. Gucci, D&G and so on), by price if you are operating within a budget and many more options.
3. Finding out more about a product
Once you have found the item you would like to have a closer look at, you can either click on the picture or click on 'details', which is located under the picture and next to the price. This will bring up a larger picture, which you can zoom in on, and more details are listed about the item.
4. Your Shopping Basket
Once you are happy and would like to buy the item, you can select how many you would like to buy and then you can 'add to basket'. From here you can select if you would like it gift wrapped free of charge, have a personal message enclosed with it or even continue shopping for further gifts. Or, you can 'proceed to checkout' if you are ready to purchase the item in question.
5. The Checkout
At the checkout stage, this is where we take your details from you so that we can process and despatch your order. We will require your name and contact details, such as your address for billing purposes. We can deliver your product to any address that you like, but your invoice will be billed to the card holder's address. Once you are happy with everything, you can 'proceed to payment'.
6. Submit your order
You are now ready to enter your payment details. Just fill in the form on screen and once submitted just sit back, relax and your order will be processed and desptached to you as quickly as possible.
You should now be an expert in ordering from goldsmithsoutlet.co.uk and we look forward to seeing you again.
For further information regarding delivery, please visit the Delivery Information page for more details Q: Do you ship internationlly? A: Unfortunately we only ship items to customers within the UK and Northern Ireland. For further information regarding deliveries, please visit the Delivery Information.
Q: How do I pay for my purchases? A:We accept all major Credit/Debit cards when purchasing through the website directly. If your are not sure about your card, please contact us on 0116 2817 700 and one of our dedicated team of advisors will be glad to assist you.
Q: How long will it take before i receive my parcel? A:At Goldsmithsoutlet.co.uk, we aim to have your purchase delivered to you between 1-5 working days via Royal Mail Special Delivery. If we cannot guarantee delivery to you within 1-5 working days, we will notify you by telephone.
For further information, please visit our Delivey Information page.
Q: How long do I have to return a purchased item from your website? A: At goldsmithsoutlet.co.uk we want you to be delighted every time you shop with us. Occasionally though, we understand that you may wish to return items. We pride ourselves in our after-sale service. If you have bought an item throught goldsmithsoutlet.co.uk and you wish to return it back to us, then you have 14 days in which to do so. Once goldsmithsoutlet.co.uk have received the items, only then can a refund or exchange be given.
For further information please visit our Returns Policy page.
Q: Can I return a product, exchange a product or get a refund? A:Items can be returned direct to goldsmithsoutlet.co.uk within 14 days, using the detachable address slip at the bottom of the despatch note.
goldsmithsoutlet.co.uk cannot accept returns of earrings or cleaning products if the tamper-proof packaging has been opened. This is due to hygiene reasons and does not affect your statutory rights.
Alternatively, purchases may be returned to one of our 170 Goldsmiths stores (excluding airports). The store will then return the item(s) to goldsmithsoutlet.co.uk on your behalf. Once goldsmithsoutlet.co.uk has received the items you will then be given a refund or an exchange.
When returning items to goldsmithsoutlet.co.uk or to one of our stores, the item(s) must be in its original packaging, unused and accompanied by the whole despatch note and the completed detachable address slip at the bottom of the despatch note.
For further information, please visit our Returns Policy page.
Q: Is your website secure? A:This Site takes precautions to help maintain the privacy and security of your information. For example, you are required to enter a valid Email address and Password before any personal information can be displayed. This Site encrypts the information transmitted between our server and your browser. Also, if there is no activity on a page for an extended period of time, the Site automatically logs you off. When that happens, you need to log on again using your Email address and Password.
To help us provide the best possible service, we may collect and maintain certain information regarding, for example, the products you purchase, and your billing and delivery information. However, we protect and enforce the confidentiality of this information very strictly, and under no circumstances will we sell or rent it to other businesses or third parties. We respect your privacy and do all we can to honour the trust you place in Goldsmiths.
For further information please visit our Security Policy page.
Q: Can I have my order sent to a different delivery address? A:Items can be despatched to any location, providing it is within the UK and Northern Ireland and it does not have to be your home address either. This is a popular choice for ordering gifts that are meant to be a surprise for someone, such as your partner for example. However, to help prevent fraud, your invoice will be sent to the address of the card holder.
Q: Can I contact you? A: Certainly. You can contact us by either of the following:
Telephone: You can contact us on 0116 2817 700 (calls charged at local rate), Monday to Friday between 9am and 5pm, and one of our dedicated team of advisors will be happy to take your call and help you in any way that they can.
Email: You can contact us at anytime via email at outletenquiries@goldsmithsoutlet.co.uk and we will respond to your emails as soon as possible. If you would like to contact us outside of office hours, then you are welcome to leave a message on our answering machine or send us an email and a member of our dedicated team will assist you with your query as soon as possible, once the office re-opens.
For further information in regards to contacting us, please visit our Contact Us page.
Q: Are receipts sent with purchases? A: With every product that is despatched by goldsmithsoutlet.co.uk, a despatch note will be issued as well and this will be your proof of purchase (ie. receipt). This will contain information such as the name and address of the purchaser, the product(s) purchased, along with their price, and the total amount. Please refer to your receipt in event of a return.
Q: What is PayPal? A: The safer, easier way to pay. Use your debit or credit card without revealing your number. Speed through checkout, no need to enter your address details.
Q: How can I find a particular product? A: The website has been designed so that you can narrow down your search to find the watch, piece of jewellery or gift that you are looking for. When looking at products, you can narrow down your search by selecting the revelant criteria, such as the particular brand, what material it is made out of and also whether it will be for him or her. You might even know our product reference number or even the manufacturer's model number. If this is the case you can search by that aswell. At the top of the page, you will see a box with the word "Search..." in it. Simply enter the product number or the manufacturer's model number in this box and and press enter. If we have that item it will be displayed below.
Q: Where can I get store details, store opening times and contact information? A: Our Store Locator page can give you details regarding all Goldsmiths stores that are located around the country. You can even find which Goldsmiths stores that are closest to you by simply entering your postcode and clicking on 'Search'. Each store has their own page within the site and this page includes a picture of the store front, telephone and fax numbers and opening times. You can even request an appointment with one of our shop's experts if you have any queries regarding our products. Just simply fill in the form displayed and click 'submit'.
For further information please visit our Store Locator page.
Q: How long are your chain lengths? A: Our chains are generally a standard length of 18"; however, this may vary from time to time so if this information is important to you, you can confirm the lengths with us before your purchase, may we kindly ask you to email us at webenquiries@goldsmithsoutlet.co.uk along with our product code & we will be happy to confirm this information for you.
Q: My order was declined - what does this mean? A:Error code CV2 - AVS - this is when the billing postcode entered into our system does not match your registered postcode to the credit/debit card being used. The billing postcode must match your card postcode in order to place an order. You will have the option to enter an alternative delivery address. If you would prefer to place your order over the telephone, please call us on 0116 2817 700.
Error code - Declined - This message is generated by your bank; we are not given the reason for the decline. When this message is given we would recommend you contact your bank to discuss further. If you wish to speak with is please call us on our number 0116 2817 700.
Error Code - Other - Several other codes can be created and sent by your bank when attempting to place an order, we may not always understand the code but we would be happy to discuss and try to place your order on your behalf over the telephone. If you have an error message different to the codes above, please call us on our freephone number and we will be happy to discuss further. Our number is 0116 2817 700.
Q: Order checking at www.goldsmithsoutlet.co.uk A: Online Fraud
To help fight online fraud www.goldsmithsoutlet.co.uk is pro-active in recognising fraudulent transactions, our checks are essential and completed for each and every transaction to protect the security of both our customers and our business.
Form time to time we may contact you by phone or e-mail to request additional proof of identity before we dispatch your order, where possible we will endeavor to conduct our security checks inside our delivery service level agreement.
If you wish to discuss this further, please do not hesitate to contact us on 0116 2817 700. (calls charged at local rate)
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